Over 11,000 Delhi Residents' Calls Connected For Door Step Delivery Of Govt Services On Day 2, 624 Appointments Fixed

On September 10, the AAP Government in Delhi launched a doorstep delivery scheme wherein, citizens can dial 1076 to have a number of public services delivered to their doorstep. The move, which came after months of debates, deliberations and rejections, was met with an overwhelming response on the very first day of its launch.

Number of calls answered

According to the Hindustan Times, Tuesday’s performance in terms of calls connected had improved from the previous day. While 11,055 calls got connected, as opposed to previous day’s 2,728, the success rate of the number of people who managed to talk to an operator stood at 3,472, as opposed to Monday’s 1,286. Reportedly, the total number of appointments fixed by citizens to avail different services were only 624 by the end of the second day, while Mobile Sahayaks (Mobile helpers) have visited 74 households already. From 11 am on Monday to 5 pm on Tuesday, a total of 13,783 calls were connected while only 4,758 people managed to talk to customer executives.

On account of growing demand of the doorstep delivery of public services, an advisor to the CM has told the daily, ” From Wednesday, the number of operators will be 150 who will man 200 phone lines. We launched the service on Monday with 40 operators and 50 phone lines, which was increased to 80 and 120 respectively on Tuesday.”

Delhi govt’s new doorstep delivery scheme

The proposal for doorstep delivery of services was first announced by Deputy Chief Minister Manish Sisodia in November 2017 wherein, he said that the government will roll out a scheme for delivering important documents like driving licences, caste certificates, new water connections to the citizens’ doorsteps.

While announcing the date of commencement of the services, Delhi Chief Minister Arvind Kejriwal said that the move would help to curb corruption. Delhi CM Arvind Kejriwal has also requested media to highlight problems in the implementation of the program so that they can improve it in 10-15 days. A private company VFS Global has been onboard to implement the scheme.

Doorstep delivery of services.

A revolution in governance. A big blow to corruption. Super convenience for people. Happening for the first time anywhere in the world. Starts from 10th Sept. https://t.co/NgZksQcTPn

— Arvind Kejriwal (@ArvindKejriwal) August 31, 2018

The doorstep delivery of services was in the pipeline for a long time and became a bone of contention between the Delhi Government and Lieutenant Governor Anil Baijal. In December 2017, the latter had rejected the proposal on the ground that the scheme would lead to the additional expenditure of the government. He also pointed out that 35 out of the 40 services were already available online and added that the government should set up internet kiosks to increase internet accessibility. However, in January 2018, Baijal cleared a revised proposal of the scheme, paving the way for the government to provide home delivery facilities.

What is the home delivery of services scheme?

With the help of the service, citizens, by paying a nominal fee of Rs 50, will be able to issue and retrieve important documents right from the comfort of their homes. Skipping long queues, and the unnecessary hassle, citizens can now dial 1076 to avail the services.

After a request is placed, Mobile Sahayaks (Mobile helpers) will reach the applicant’s doorstep to get the necessary details and documents which are needed. The government will provide 40 public services, spanning eight departments which vary from marriage registration, caste and income domicile to water connections, driving licenses, pension schemes, permanent IDs for disabled, land record reports and registration of construction workers.

Reportedly, the mobile sahayak will be equipped with all the necessary equipment for the process including biometric devices, camera and printer. Once the process is completed, the documents will be mailed to the citizen’s house. Hence, citizens will no longer have to rush to cyber cafes or stand in long queues just to get their documents uploaded and recorded.

How will the Delhi Govt render the services?

According to Scroll, the Delhi government has teamed up with a private firm VFS Global to render the services and at present, they need about 70 Mobile Sahayaks, who are going to be hired by the firm. The government has reportedly also set up a call centre connected to the helpline number 1076 which will be manned by government officials. Citizen requests received at the call centre will be forwarded to the Sahayaks, who will then take the process further.

However, the government’s plan to involve a private player has raised eyebrows. While some activists criticized the government for lack of transparency in the whole process, others claimed that with the coming in of a private firm, accountability would be undermined. However, AAP high-ranks said that the Mobile Sahayaks will just deliver the services and the company will not retain any data, but merely upload documents on the government-run digital platforms.

Also Read: Everything You Need To Know About Kejriwal’s Doorstep Delivery Scheme Recently Approved By L-G