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The overall citizen satisfaction score shows a thumbs-up to Delhi, which is
clearly, pardon the political clich, a citizen mandate. But thats not all,
the national capital is the winner in the overall e-governance score as well.
From last year, where it held an average #8 in the overall citizen satisfaction
category and a tough to beat #3 in the overall scorecard, the growth has been
praiseworthy. The Delhi government has undoubtedly been doing things right,
offering the best possible citizen services efficiently, but not before
understanding the demands of a highly heterogeneous mix of citizens in the
national capital. The hurdles facing the government need no elaborate
explanation. But despite the odds, efforts have mostly reached the citizens in
ways desired.
Delhi has also ranked third, compared to its last years sixth position, in
the overall business satisfaction category. Another jump reiterating the
all-round effectiveness of its e-gov projects, especially to the business
community. Coming in a year when businesses were generally impacted following
the sealing drive, this was indeed a commendable effort. Last year, Delhi was
not in the three best performing states in terms of ease of interaction in
almost all the areas. However, this year, Delhi reversed the trend to become one
of the three best performing states in almost all these categories. Where Delhi
has performed very well are state transport services and agriculture. The other
factors contributing to this good show are healthcare, power utility, education,
transport/RTO and land/property department. In the business category, the top
three performance areas by the state are business registration, licenses and
permits, financial assistances, transport/RTO and judiciary. The satisfaction in
ease of interaction for the area incentives and grants has substantially
increased.
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Quick Facts
Population:
16,524,500
Area: 1,483 sq km
Intake of
engineering
students per
1,000
population: 0.44
Internet
subscribers per 1,000
population:
84.26
Telephones per 100 population: 87.82
No of PCs per 1,000
population: 216.8
Per capita IT spend: Rs
10,982.2 |
Similar is the case of quality of services for citizens and business where
the top three areas of satisfaction for citizens are water utility, agriculture
services and employment exchange. In the business category, the government has
performed very well in the areas of government tender and contract, supplies
provisions and transport/RTO. The survey also hints at slight dissatisfaction
with the quality of service of assistance given to small businesses and the
reason to why the state scored only 40% in this area.
While the government has managed to win the hearts of its citizens, the
business category is where the next challenge lies.
e-Gov projects
under implementation
Registrar
Co-operative Societies: To make the information available online
to the co-operative societies. Completed in Feb 2003
Employees Information System of Education
Department: To ensure that all transfer postings and personal
details of teachers and other staff of educational department are managed by
Web applications. Completed in April 2003
Tender Notice Information System: To
publish all tender notices online for ease of viewing by prospective
suppliers. Completed Feb 2003
Computerization of Sub-registrar Office:
To capture data on documents being registered and return the original
documents within 3-4 hours. Completed in Mar 2003
Web-based Blood Banks Information System:
To make available status of availability of blood stock in blood banks
online. Completed in Jan 2003
Web-based Information on Pension Disbursement:
Web-based dissemination of information on status of payment in respect of
old age pension. Completed in May 2002
Computerization of Hospitals: To
automate activities of hospitals starting from OPD, IPD, stores, Kitchen,
Pharmacy etc. Looking to check the feasibility of extending the project in
other hospitals but no concrete plans
Web-based Booking of Community Halls: To
enable people to book community hall/park of MCD online or through their
citizen service bureau (CSB) located in MCD zone
Delhi State Wide Area Network: To
provide connectivity to the block level in entire state by Mar 2008
Transport: Smart card-based transport
license. Targeted date to end project June 2009 |
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