Last Updated: 17 Oct 2024

10 September 2018: Door Step Delivery of Services started in Delhi

~22 lakh calls received under its doorstep delivery scheme until 31st Dec 2023^[1][2]

This service has stopped since 31st March 2024^[3]

¶ Innovative reform by Delhi Govt^[1:1]

To overcome the obstacles and ensure an accessible public service delivery system, Delhi introduced the innovative concept of “Doorstep Delivery of Public Services”

• September 2018: 30 services
• March 2019: 40 services
• September 2019: 30 services
• May 22, 2023: Additional 58 services^[4]

¶ Impact^[1:2]

Jan 2023 - Dec 2023^[2:1]: 1.40 lakh calls received under its doorstep delivery scheme

Sept 2018 to September 2022: The project has
-- received more than 20 lakh calls
-- serviced close to 430,000 service requests
-- successfully served approximately 360,000 beneficiaries

The project is currently serving 10,000 citizens per month on average

¶ Working Process^[1:3]

• Dial toll-free number 1076 and book an appointment slot for a home visit
• A Mobile Sahayak is appointed to service the request
• The Mobile Sahayak visits the citizen as per the appointment schedule, collects and uploads all requisite documents and submits them to the corresponding government department
• A modest fee of INR 50 only is charged
• The status can be tracked through a unique application number
• The centralised call centre also has a systematic mechanism to manage all complaints/grievances received from the citizens

It has been noted that applications received through the Doorstep Delivery mode have minimal rejections rates

¶ Historical Issues with Govt Services^[1:4]

Many issues like below have hindered smooth access to public services

• Long queues at government offices
• Inconsistent information regarding required documentation
• The prevalent practice of offering petty bribes

A survey conducted during the project’s feasibility stage revealed that

• Over 50% of respondents had to visit a government office multiple times to avail themselves of a single service
• ~30% had to rely on intermediaries to access public services

References

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1. https://ddc.delhi.gov.in/our-work/8/doorstep-delivery-public-services ↩︎ ↩︎ ↩︎ ↩︎ ↩︎

2. http://timesofindia.indiatimes.com/articleshow/107307645.cms ↩︎ ↩︎

3. https://economictimes.indiatimes.com/news/india/the-initiative-for-doorstep-delivery-of-services-which-has-been-inactive-for-nearly-three-months-awaits-relaunch/articleshow/111343023.cms ↩︎

4. https://economictimes.indiatimes.com/news/india/delhi-govt-plans-to-expand-its-doorstep-delivery-scheme-by-adding-58-more-services-officials/articleshow/100426385.cms ↩︎