Transforming Government to Citizen contact experience
FiveS Digital
Building the most reliable technology-led BPM partner globally, delivering impact sustainably.
In India, one of the most time-taking and inefficient experiences wrt contact points for services, are government to citizen touchpoints. We recognized this gap, and had multiple conversation with authorities of Development Authority in Udaipur, Rajasthan. Post deliberations and discussions, we identified that citizens had to go through a long, cumbersome process to get their land-related tasks done with the Urban body. Also, key pain areas identified and shared were, transparency, delays, hidden costs, etc.
UIT, Udaipur rolled out the RFP for taking services to eliminate friction arising due to multiple touchpoints of citizens with the authorities. The idea was to run a technology driven doorstep services for the citizens. So, FiveS worked with the authorities at UIT, Udaipur, who were already thinking progressive amid COVID-19, and converted it into an opportunity.
We have now setup a 9hrs*6days helpline for the citizens, to request for the service they want to avail, whether it is property ID creation, mutation of property, lease exemption certificate, lease collection etc. We built the ticket management system, integrated it with WhatsApp and field team monitoring, to ensure that the services get delivered to the citizens sitting at home. The team comprises of
When we took feedbacks from some of the citizens, this is what they had to say: “All my mutation and one-time leases done. Thanks to your team’s support through the UIT doorstep service. It is a great case study for ease of governance”.
Total requests handled: 570+
Total requests closed till date: 310
Average time saved per request: 40%
CSAT: 100%
We firmly believe that such technology-led solutions and services can enable strong e-governance models to be successful while bringing speed and transparency in the entire process.