CRM transforming e-governance

"Going Digital once was a vision but now have emerged as a Need for any developing economy, article illuminates why an integrated CRM platform should be utilized as a model of utility for e-governance, across all the sectors keeping “CITIZEN” at the center and hence creating a 360 degree view for the governing bodies”

The article on citizen 360° talks about digitization of citizen services initiated from government and government agencies. With rapid growth and development there lies a key task for them to ensure the services provided to the citizens should now move from paper driven workflows to smart workflows with electronic records for the citizens. Though there are many initiatives on this by introducing Aadhar, Digi locker, NPCI- UPI, we would require an integrated platform which could handshake with these systems and yet do not lose the citizen centric approach. What makes it more critical is when a government wants to introduce a project, scheme or mission and government need information of the citizens who would be directly or indirectly affected with it. An integrated CRM platform having smart workflow capability with a CITIZEN 360° view is the only viable solution.

CITIZEN 360° | “Need Matching Vision”

One of the biggest challenge most growing economies are facing is to provide quality of services to their citizens. It’s not about what services government and government agencies are trying to deliver to their citizens but more about HOW they are going to provide this experience in a fast-moving digital era. Moving ahead in digital world where people are moving from “Street shops to Amazon”, “Physical wallets to e-wallets”, which has raised the standards of customer experience on services. There are many more factors which proposes to have a citizen 360° which includes & not restricted to

• Income vs Spend analysis in map view.
• Expected vs Actual taxes consolidated view in map view.
• Scheme - Budgeted vs Actual's.
• Vendor payments – consolidated view of vendor-citizen payments.
• Service providers associated with citizens
• E-KYC for citizens for any new service
• Consolidate view of service provider income in a map view.
• Vendor audit would be streamlined.
• New Scheme launch would be easy as targeted citizens can be segmented.
• Subsidy allocation
• Project benefits can be tracked
• Digital services to citizens

Empowering Government with “Law of Zero” 

The whole concept of citizen 360 is to increase QOS for citizens and at the same time getting artifacts correct which are required to take a decision on any new scheme, project or mission either executed by State/UT or country. This could be possible when we can digitize workflows which are integrated with all government agencies,

There is a government need to think rationally as how they can improvise on the delivery of services yet not on the cost of development. Doing so government must digitize their processes for various projects, schemes and agencies around below sectors:

Banking, Education, Healthcare, Telecom, Tourism, Legal, Electricity, Jobs, Passport, LPG, PAN, Water, Aadhar, Sports, Roadways, Railways, Aviation, Waterways, Driving license, PF, Postal, RTI, Manufacturing, FMCG. 

Contact | Saharsh S Dadhwal

+91-996 877 8924

[email protected]