Faceless Transport Services in Delhi

Last Updated: 21 May 2024

August 2021: Delhi became the first state in India to go faceless in RTO/Transport Dept services[1]

Faceless Services: 4 zonal RTO offices are shut, allowing the RTO officers to focus on other jobs and have a paperless process
i.e. All Services now available from the comfort of the homes[2]

Delhi residents save 30 Lakh Office Visits annually[2:1]

The Problem[2:2]

RTOs/Transport Dept was hub for high retail corruption

  • Significant processing delays and time wastage for citizens for menial services
  • Network of brokers and middlemen filling RTOs

The AAP Answer[2:3]

  • Initially, 33 RTO services accounting for 95% of the demand made accessible online in Aug 2021
  • Later services count increased to 47 in 2022[3]
  • Services include both vehicle (e.g., transfer of ownership, issue of duplicate RC, NOC, retention of registration no.) and permit services (e.g., transfer, renewal of permits, learner's license)
  • 2 services, i.e Issuance of LoI for replacement of Vehicle and No dues certificate for PSV replacement, are under process

Leveraging Tech[4]

  • All applications to be processed within seven days
  • Helpline number 1076 and official WhatsApp Chatbot for grievance redressal
  • Use of AI-based face recognition technology with feature mapping for learner license
  • Aadhar used for eKYC, documents to be dispatched by speed post
  • Documents also downloadable from Digi-locker or mParivahan websites

Delhi leading the way

  • First state to issue vehicle Registration Certificates (RCs) through self registrations at 263 vehicle dealer shops across the city[5]
  • First state to provide an 'Online Learner License', immediately generated after online test and KYC verification [6]

Impact[7]

30+ lakh applicants have been benefitted till Oct, 2023

  • In 1st year(Aug'21-Aug'22), ~22 lakh faceless applications were processed[8]
  • About 4.2 lakh applications/requests received for driving license-related services in 2022-23, and a total of 2.2 lakh driving licenses issued
  • About 1.1 lakh requests received for permit-related services, all of which were addressed

"Imitation is the sincerest form of flattery"

Union ministry followed Delhi Govt by making provision of 58 service online throughout the country[9]

References:

  1. https://indianexpress.com/article/explained/explained-delhi-faceless-transport-initiative-7450472/ ↩︎

  2. https://ddc.delhi.gov.in/our-work/6/faceless-transport-services#:~:text=Finally%2C in August 2021%2C the,a complete self-reliant mode ↩︎ ↩︎ ↩︎ ↩︎

  3. https://timesofindia.indiatimes.com/city/delhi/nearly-65-of-critical-indicators-in-16-key-departments-on-track/articleshow/98830363.cms ↩︎

  4. https://www.livemint.com/news/india/kejriwal-to-launch-faceless-transport-services-today-in-delhi-details-here-11628645755150.html ↩︎

  5. https://ddc.delhi.gov.in/sites/default/files/2022-06/Delhi-Government-Performance-Report-2015-2022.pdf ↩︎

  6. https://www.newindianexpress.com/cities/delhi/2021/Sep/30/technical-glitches-pendencies-delhi-governments-faceless-services-scheme-facing-many-hiccups-2365660.html ↩︎

  7. https://delhiplanning.delhi.gov.in/sites/default/files/Planning/generic_multiple_files/outcome_budget_2023-24_1-9-23.pdf ↩︎

  8. https://www.indiatoday.in/cities/delhi/story/faceless-transport-services-delhi-complete-one-year-applications-processed-1993449-2022-08-28 ↩︎

  9. https://timesofindia.indiatimes.com/city/mumbai/now-58-citizen-centric-rto-services-made-available-online/articleshow/94338514.cms ↩︎