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E-Mitra at Home

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Services brochure

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E-Mitra@Home: Doorstep Delivery of Public Services (Period: 2021 to 2023)

Client: RajCOMP Info Services Limited (RISL), Government of Rajasthan (GoR)

Background

The Government of Rajasthan, through RajCOMP Info Services Limited, launched the e-Mitra@Home initiative to enhance the accessibility and convenience of citizen-centric services. The project aimed to deliver over 450 Government-to-Citizen (G2C) and Business-to-Citizen (B2C) services directly to citizens’ doorsteps across urban and rural areas in the state’s 33 districts. This initiative emphasized transparency, cost-effectiveness, and efficiency in public service delivery.

Key Challenges
  • Accessibility Barriers: Citizens, particularly in rural areas, faced challenges in accessing essential public services due to limited physical access and technological know-how.
  • Operational Coordination: Managing a network of service representatives (e-Sahayaks) across a geographically vast and diverse region was a complex task.
  • Technological Integration: Seamlessly integrating various e-Governance applications with the e-Mitra platform required robust IT infrastructure and software development.
  • Data Security Compliance: Ensuring compliance with stringent data security standards while handling sensitive citizen information was critical.
  • Awareness and Adoption: Encouraging citizens to embrace doorstep service delivery and digital platforms required focused efforts in awareness and training.

To address these challenges, the project adopted a comprehensive approach that combined technology, human resources, and governance.

  • IT Infrastructure Deployment: A unified software application was developed to support integration with various e-Governance platforms.
  • Service Representatives (e-Sahayaks): A trained team of e-Sahayaks was deployed to facilitate doorstep service delivery.
  • Call Center Support: Citizens could request services through a call center, which coordinated service delivery through e-Sahayaks.
  • Real-Time Monitoring and Reporting: A Management Information System (MIS) provided real-time insights to ensure operational efficiency.
  • End-to-End Operations Management: Coordination teams were engaged to support e-Sahayaks, handle logistical challenges, and maintain service standards.
  • Application Development and Maintenance: Designed and maintained a robust application for call center executives to handle service requests. Integrated the application with e-Governance platforms to streamline service delivery.
  • Hosting and Operational Management: Managed hosting at the Rajasthan State Data Center (RSDC) for reliable operations. .Ensured compliance with data security and standards.
  • Training and Deployment of e-Sahayaks: Trained service representatives to facilitate services and deliver certificates at citizens’ doorsteps.
  • Monitoring and Reporting: Generated real-time MIS reports to track service delivery performance and address issues promptly.
  • Accessibility and Inclusion: Made public services easily accessible and affordable, particularly for rural and underserved citizens.
  • Enhanced Citizen Experience: Improved convenience by reducing citizens’ efforts and resources required to avail services.
  • Credible Governance: Strengthened the government’s image as citizen-centric and responsive.
  • Economic Growth: Created jobs through the deployment of e-Sahayaks and coordination teams.
  • Efficiency and Transparency: Enabled timely and transparent service delivery at an affordable cost.
  • Bridging the Digital Divide: Increased usage of online services, promoting equitable and inclusive governance.
  • Responsive Government: Fostered a more accountable and citizen-focused administration.

The e-Mitra@Home initiative exemplifies the Government of Rajasthan’s commitment to responsive and inclusive governance. By delivering essential services directly to citizens’ doorsteps, the project has enhanced convenience, fostered trust in government systems, and bridged the digital divide. With its citizen-first approach, transparent operations, and robust infrastructure, e-Mitra@Home has set a benchmark for effective public service delivery and sustainable e-governance initiatives