Man has always dreaded the long queue that awaits him at any point of
payment. It has been a perennial symptom of red tapism and absolute lethargy.
Now the Kerala government is out to solve that problem for its citizens and has
come up with the concept of FRIENDS.
FRIENDS is the acronym for Fast, Reliable, Instant, Efficient, Network for
Disbursement of Services. It is a unique IT project taken up by the Government
of Kerala, to take the benefits of Information Technology to the common man. It
is a ‘Single Window Scheme’in which the consumer is given the option of
paying for the common services rendered to him under a single roof. A
significant aspect of this project is to treat the citizen who is paying for the
services rendered to him as a valued customer who must be given all the respect
that he deserves.
To put it simply, FRIENDS is a multiple agency bill collection system. As per
the prevailing system, customers/ consumers/clients are issued a Bill/Demand
Notice by the concerned agency providing services, based on which the various
regional/sectional offices of the agency collect the payment. The FRIENDS
project envisages facilitating the collection of various payments pertaining to
payees within specified area limits like corporation municipality etc at a
single centre. Every FRIENDS centre will have multiple counters and the payees
can remit any payment at any counter. The FRIENDS software is specifically
programmed to accept payments due to different agencies by incorporating the
specific rules and regulations regarding remittances pertaining to each agency.
The customer/client/consumer will be given an acknowledgement note/receipt for
the amount remitted at the FRIENDS centers.
FRIENDS Centers |
|
FRIENDS Janasevanakendram is a one-stop Service Center where remittances can be effected quickly and various other services received. |
|
The Center works from 9 am to 7 pm (in two shifts) on all days including Sundays. The Center is closed on other public holidays including second Saturdays. |
|
A computer controlled queue and token management system eliminates the queue and avoids long waiting time. |
|
Emphasis is given to provide a comfortable ambience to the public. |
|
Help desks to provide information on remittances are being set up. |
|
There is a plan for a facility to record suggestions/complaints, which will be seriously reviewed on a regular basis and corrective actions taken. |
The FRIENDS project has been implemented by the Information Technology
Department, Government of Kerala through the Information Technology Mission in
collaboration with various departments like the Kerala State Electricity Board,
Kerala Water Authority, BSNL, Revenue Department, Civil Supplies Department,
Motor Vehicles Department, Universities and the local bodies of the state. The
entire technical support is provided by the Centre for Development of Imaging
Technology (CDIT), Thiruvananthapuram.
At present, apart from the Thiruvananthapuram Center, there
are centers at Kollam, Pathanamthitta, Alappuzha, Kottayam, Idukki, Ernakulam,
Thrissur, Palakkad, Malappuram, Kozhikkod, Kannur, and Kasargod.
Water charges, telephone bills, electricity charges, payments
to the Civil Supplies Department, payments to the Revenue Department, payments
to the local body, payments to the Motor Vehicles Department and payments to
universities are covered.
The software, developed by C-DIT in association with M/s
Comtech IT Solutions, uses ASP, Windows 2000 and SQL RDBMS. The main feature of
the software is that there is a provision for the adding up of modules and the
easiness of operation even for a naïve user. Adequate provisions have been
incorporated even at the user level to roll back the incorrect entries without
affecting the database. The program is capable of checking redundancies and
there by can avoid the duplication of records. Another outstanding feature is
the robustness of the database. The search and retrieval capability of the
package also ensures the validity of claims and is also helpful in
identification and correction of errors. Reports can be generated in any form,
which is statutory with the various requirements of the MIS divisions of the
participating departments.
Sreekumar R in
Trivandrum