e-District MMP - Gorakhpur AS-IS_Gorakhpur_v0.pdf · who was an eminent profounder saint of 'Nath...

Uttar Pradesh e District MMP Gorakhpur District Assessment Report

Consultant Project Manager

Project CommitteeChairman

Mr. Nitin Thakur, 3i-Infotech Ltd.

Mr. Amod Kumar Special Sectary, IT

Govt. of Uttar Pradesh

e-District MMP

Department of Information Technology Ministry of Communications and Information

Technology Government of India

e District MMP Pilot District Assessment Report -Draft for discussion-

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Table of Contents

1. Introduction............................................................................................ 5

1.1 Introduction to the e District project..............................................................5 1.2 Introduction to the Gorakhpur District ...........................................................6

2. Scope and Terms of Reference ................................................................. 8 2.1 List of Services for As-Is Assessment..................................................................9 2.2 Methodology and work done............................................................................10 2.3 Meetings held .................................................................................................10

3. Framework for Police Service ................................................................... 11 3.1 FIR Status ......................................................................................................11 3.1.1 Structure of the Department .........................................................................11 3.1.2 Roles and Responsibilities of Department Officials ..........................................12 3.1.3 Existing Processes ........................................................................................13 3.1.3.1 Introduction..............................................................................................13 3.1.4 Process Flow Diagram for Time Frame...........................................................13 3.2 Character Verification ......................................................................................14 3.2.1 Structure of the Department .........................................................................14 3.2.2 Roles and Responsibilities of Department Officials ..........................................14 3.2.3 Existing Process ...........................................................................................15 3.2.3.1 Activity Involved........................................................................................15 3.2.4 Process Flow Diagram for Time Frame...........................................................16

4. Framework for Certificate Issuance........................................................... 17 4.1 Structure of the Relevant Department of Tehsil Caste, Income and Residence. ...17 4.2 Roles and Responsibilities of Department Officials.............................................18 4.3 Existing Processes of Cast Certificate................................................................18 4.2 Process Flow Diagram of Caste Certificate ........................................................19 4.5 Existing Processes of Income Certificate ...........................................................19 4.6 Process Flow Diagram of Income Certificate .....................................................20 4.7 Existing Processes of Residence Certificate .......................................................20 4.8 Process Flow Diagram of Residance Certificate..................................................21 4.9 Process of Birth & Death Certificates ................................................................21 4.10 Roles and Responsibilities of Department Officials ...........................................22 4.11 Birth and Death Certificate Issuance in Urban Area with in 1Year .....................22 4.11.1 Activities Involved ......................................................................................22 4.12 Birth and Death Certificate Issuance in Urban Area after .................................23 4.12.1 Activities Involved ......................................................................................23 4.13 Birth and Death Certificate Issuance in Rural Areas .........................................24 4.14 Process Flow (In Urban Areas) .......................................................................25 4.15 Process Flow (In Rural areas) ........................................................................25 4.16 Framework for Handicap................................................................................26 4.17 Structure of the Department ..........................................................................26 4.18 Roles and Responsibilities of Department Officials ...........................................26 4.19 Existing Processes .........................................................................................27 4.19.1 Introduction...............................................................................................27 4.19.2 Activities Involved ......................................................................................27 4.20 Process Flow Diagram for Handicap Certificate................................................27


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5. Framework for RTI (Right to Information)................................................. 28 5.1 Structure of the Department............................................................................28 5.2 Roles and Responsibilities of Department Officials.............................................28 5.3 Legal framework .............................................................................................28 5.4 Existing Processes...........................................................................................29 5.4.1 Introduction.................................................................................................29 5.4.2 Activities Involved ........................................................................................29 5.5 Process Flow Diagram for Time Frame .............................................................30 6. Framework for Public Grievance.........................................................................30 6.1 Structure of the Public Grievance System .........................................................30 6.2 Roles and Responsibility ..................................................................................31 6.3 Existing Processes...........................................................................................31 6.4 Process Flow Diagram .....................................................................................32

7. Framework for Public Distribution System ................................................. 33 7.2 Roles and Responsibilities of Department Officials.............................................34 7.3 Existing Processes of Sub Services ...................................................................34

8. Framework for Pension Services ............................................................... 39 8.1.1 Structure of the Department .........................................................................39 8.1.2 Roles and Responsibilities of Department Officials ..........................................39 8.1.3 Legal framework ..........................................................................................40 8.1.4 Existing Processes ........................................................................................41 8.1.5 Process Flow Diagram ..................................................................................42 8.2. Widow Pension ..............................................................................................42 8.2.1 Structure of the Department .........................................................................42 8.2.2 Roles and Responsibilities of Department Officials ..........................................43 8.2.3 Legal framework ..........................................................................................44 8.2.4 Existing Processes ........................................................................................44 8.2.5 Process Flow Diagram ..................................................................................45 8.3 Handicap Pension............................................................................................45 8.3.1 Structure of the Department for Handicap Pension.........................................45 8.3.2 Roles and Responsibilities of Department Officials ..........................................46 8.3.3 Legal Framework .........................................................................................47 8.3.4 Existing Processes ........................................................................................47 8.3.5 Process Flow Diagram ..................................................................................48

9. Framework for Utilities Services................................................................ 50 9.1.2 Roles and Responsibilities of Department Officials ..........................................50 9.1.3 Existing Processes ........................................................................................51 9.2 Property Tax (Commercial Tax)........................................................................53 9.3 Structure of the Relevant Department for Copy of Khatauni...............................53 9.3.1 Roles and Responsibilities of Department Officials ..........................................53 9.3.2 Existing Processes Copy of Khatauni..............................................................54 9.3.3 Process Flow Diagram for Time Frame...........................................................54

10. Framework for Dues and Recovery from Land Revenue Perspective .......... 55 10.1 Structure of the Department ..........................................................................55 10.2 Roles and Responsibilities ..............................................................................56 10.3 Legal Framework ..........................................................................................57 10.4 Existing Process: ...........................................................................................57 10.5 Process Flow Diagram ...................................................................................58


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11. Framework for Electoral Services ............................................................ 58 11.1 Structure of the Department ..........................................................................58 11.2 Roles and Responsibilities of Department Officials ...........................................59 11.3 Existing Processes .........................................................................................60 11.3.1 Introduction...............................................................................................60 11.3.2 Activities Involved ......................................................................................60 11.4 Process Flow Diagram ...................................................................................61

12. Framework for Revenue Court................................................................ 61 12.1 Structure of the Relevant Department of Revenue Court..................................62 12.1.1 DM Court Structure ....................................................................................62 12.2 Roles and Responsibilities of Department Officials ...........................................62 12.3 Legal framework ...........................................................................................63 12.4 Existing Processes .........................................................................................64 12.4.1 Overview of Revenue Court.........................................................................64 12.5 Process Flow Diagram of Court ......................................................................65

13. Framework for Employment Services ...................................................... 66 13.1 National Rural Employment Services...............................................................66 13.1.1 Structure of the Department .......................................................................66 13.1.2 Roles and Responsibilities of Department Officials ........................................66 13.1.3 Legal framework ........................................................................................68 13.1.4 Existing Processes ......................................................................................69 13.2 Swarnjayanti Gram Swarozgar Yojana (SGSY).................................................74 13.2.1 Structure of the Department .......................................................................74 13.2.2 Roles and Responsibilities ...........................................................................75 13.2.3 Existing Process .........................................................................................76 13.2.4 Implementation..........................................................................................77 13.3 Prime Ministers Rozgar Yojana (P.M.R.Y) .......................................................79 13.3.1 Structure of the Department .......................................................................79 13.4 Registration in employment exchange ............................................................81 13.4.2 Roles and Responsibilities of Department Officials ........................................81 13.4.3 Legal Framework........................................................................................82 13.4.4 Existing Processes ......................................................................................82 13.4.5 Process Flow Diagram.................................................................................83


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1. Introduction

1.1 Introduction to the e District project The objective of the e District MMP is to target certain high volume services delivered at the District level, but which are currently not covered by any MMP under the NeGP, and undertake backend computerization to enable the delivery of these services through Common Service Centers with a view towards achieving self-sustainability. e-District Project has been envisaged by Government of Uttar Pradesh (GoUP) as automation of workflow and internal processes of District Administration with the possibility of seamless integration of various departments. A pilot project comprising of six districts is aimed to establish a model that is to be rolled out across the entire State. The objective of this program is to implement Pilot e-district model in 6 districts of Uttar Pradesh and provide integrated citizen centric services in the district. The reasons for implementing the project include: Districts are the primary delivery channel for Government Administration and delivery of large number. of citizen-centric services Significant improvement in delivery of Government services by integrating other e-Governance initiatives of various departments, whose services converge at the District Showcasing the District Collectorate as Multi-Disciplinary centre for information accessibility and for capacity building of the district administrative processes Formulation of strategies for creating a Central data repository at the district level for all associate activities for improving district administrative processes by ensuring data and information are collected, stored , retrieved , used and exchanged in an efficient manner at all levels Support and integration of the e-Governance initiatives by Government of India such as Common Service Centres (CSCs) and Statewide Area Networks (SWAN) being undertaken at the State Level.


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1.2 Introduction to the Gorakhpur District The district Gorakhpur takes its name and fame from renowned, ascetic 'Gorakshnath',

who was an eminent profounder saint of 'Nath Sampradaya'. Gorakhpur is divided into

seven Tehsils presided over by a Sub Divisional Magistrate. Tehsils are further

subdivided into nineteen Development Blocks, Blocks into 191 Nyay Panchayat and

these Nyay Panchayats into 1233 Gram Sabhas which consists of 3319 Revenue villages.

Location & Boundaries

The District of Gorakhpur, 265 Kms east of capital Lucknow, on National Highway -

28 lies between Latitude 26 46 N and Longitude 83 22 E, covers the

geographical area of 3483.8 Sq. km. It is bounded by districts Mahrajganj in the

north, Ambedkar Nagar, Azamgarh and Mau in the south, Kushinagar and Deoria in the

east and Sant Kabirnagar in the west.

Demographics The population of Gorakhpur, according to the 2001 census, is 37,69,456, with

19,23,197 males and 18,46,259 females.

Area

According to the Central Statistical Organization the district had an area 6,316 sq. Km.

on July 1, 1971, occupying the 15th position in the State. Area of the district is apt to

change from year to year, due to fluvial action of Ghaghra. On the basis of land records

it was about 6,301 sq.km. in 1971.

Topography

The district presents characteristics distinct from natural features of the western

districts, of the State. This difference is due primarily to the relative proximity of the

Himalayas. The outermost foothills are but a few kilometers distant from the northern

borders, and the high peaks of the snowy range, culminating in the huge mass of

Dhaulgiri, some 8,230 meters above sea-level

Climate

The district has a climate which is more equable than that of the adjoining districts in

the west and the north. The climate of the northern portions of the district is

conditioned to some extent by the proximity of the hills in the north and the terai


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swamps. The year may be divided into four seasons. The cold season from mid

November to February is followed by the summer season from March to mid June. The

period from mid June to the end of September is the south-west monsoon season and

the October and the first half of November constitute the post-monsoon season.

District Name of Tehsil Name of Block Number of Villages

Jungle Kauria 185 Chirganwa 62 Bhathat 96 Khorabar 89

Sadar

Pipraich 86 Sardar Nagar 78 Chauri Chaura Brahmpur 121 Sahjanwa 151 Pali 171

Sahjanwa

Piprauli 155 Khajni 244 Khajni Belghat 258

Campierganj Campierganj 142 Bansgaon 212 Kauriram 209

Bansgaon

Gagaha 231 Gola 222 Barhalganj 206

GO

RAK

HPU

R

Gola

Uruva 385 Total 7 19 3303


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Parameter Unit Census Value

Geographic Area Sq.km 2001 3483.8

Male Population In Thousands 2001 1923

Female Population In Thousands 2001 1846

Total Population In Thousands 2001 3769

Rural In Thousands 2001 3030

Urban In Thousands 2001 738

Scheduled Caste In Thousands 2001 831

Scheduled Tribe In Thousands 2001 898

Literates In Thousands 2001 1055

Number of Tehsils Number 2001 7

Community Development Blocks

Number 2001 19

Nyay Panchayats Number 2001 191

Gram Sabhas Number 2001 1234

Villages Number 2001 3303

Geographic Area Sq.km 2001 3483.8

2. Scope and Terms of Reference The terms of reference provided by DIT carrying out the As-Is assessment of the Pilot district are given below:


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2.1 List of Services for As-Is Assessment This assessment would primarily comprise of examining the existing workflow processes and system used by the district administration. Services have been included from ten domain areas to be included in the As-Is Study. These are as follows:

1. Police 2. Certificates

3. Right to Information

4. Grievance

5. Public Distribution System

6. Pensions

7. Utilities

8. Dues and Recovery From Land Revenue Prospects

9. Electoral Services

10. Revenue Court Services

11. Employment Services

A business process map dispensing of the aforementioned services under the current system is to be prepared. Subsequently, similar activities would be grouped for process normalization and redundant activities would be proposed for removal. Each business process may be unique and will be in different level of digitization. Further, there could be considerable differences in processes, procedures and the level of digital maturity of these services. Hence, its vital that the consultant carry out the current status assessment of the District. The consultant would require mapping with respect to current legislation, organization, policies and processes, current technologies in use, level of automation and best practices of the State.


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2.2 Methodology and work done Activities carried out by consultants Activities Location Remarks Meetings Gorakhpur As per list given in Para 2.3 Process Study Gorakhpur From Section 3 Onwards Study of legal framework Gorakhpur As in-closed in individual section

2.3 Meetings held Details of the list of people met and sources of information used are shown below Date Place of Meeting Name of the Attendees 03-09-07 Chamber of DM Gkp. District Magistrate, ADM (F/R), ADM (E), C.R.O.,

All SDMs of the District, DIO. 06-09-07 Chamber of DM Gkp. District Magistrate, ADM (F/R), ADM (E),

Tehsildar Sadar, REO, DSO, DIO 13-09-2007 Chamber of DM Gkp. District Magistrate, ADM (city) & Nodal Officer,

DIO 24-09-2007 Chamber of DM Gkp. District Magistrate, ADM(City) Nodal Officer, All

SDMs of the District, DIO 27-09-2007 Chamber of DM Gkp. District Magistrate, ADM(City) Nodal Officer, All

SDMs of the District, DIO 01-10-2007 Chamber of DM Gkp. District Magistrate, ADM(City) Nodal Officer, DIO,

Jr. Engineer 08-10-2007 Chamber of DM Gkp. District Magistrate, ADM(City), CRA, DMC, DIO 11-10-2007 Chamber of DM Gkp. District Magistrate, ADM(City), DIO, NSA, REO,

Programmer Nagar Nigam, PDS, SWO


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3. Framework for Police Service There are two Sub-Services covered: FIR Status Character Verification

3.1 FIR Status

3.1.1 Structure of the Department

SSP

SP (City)

Circle Officer (CO)

Sub Inspector/SO

SI (Jr. Sub Inspector)

HC / HM

Constable

Inspector/SHO

SI (Sub Inspector)

HC / HM

Constable

Pol i c e

St at i o

SP (Dehat)


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3.1.2 Roles and Responsibilities of Department Officials Senior Superintendent of Police To maintain Law & order of the District because Police is the most visible organization vested with enormous powers and responsibilities with regard to prevention and control of crime and other allied problems of internal law and order situation. Superintendent of police is the authority who is responsible for protecting the individuals while exercising their fundamental, legal and economic rights in a district. SP (City/ Dehat) Gorakhpur district has been divided into two regions, i.e. SP (City) & SP (Dehat). They both are responsible for Law & Order in there respective areas. Under each SP have Circle Officers. Circle officer (CO) CO is authorized for send the final report to the Court received by Inspector/ Sub-Inspector and also authorized to investigate Dowry, Scheduled Cast (SC) and Scheduled Tribe (ST) cases. Inspector / SHO Inspector/ SHO are incharge of police station and authorized to investigation the case and prepare Case diary, after case investigation prepare Final report and submits to Circle officer. Sub-Inspector/ SO Sub Inspector/ SO are also incharge of police station and authorized to investigation the case and prepare Case diary, after case investigation prepare Final report and submits to Circle officer. HM (Head Moharir)/ HC (Head Constable)/ Constable HM is responsible for note the FIR. And maintain the data related to the case. He is also responsible for given a copy to investigation officer. Original copy sends to the court. Head Constable and Constable are working in field under supervision of Inspector and Sub Inspector.


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3.1.3 Existing Processes

3.1.3.1 Introduction F.I.R. is the abbreviated form of First Information Report. It is the information recorded by the police officer on duty, given either by the aggrieved person or any other person about the commission of an alleged offence. On the basis of the F.I.R. the police commence its investigation. Accuser lodges the FIR through Written paper/Verbal or Telephonic. FIR registered in Jan 07 to 31 Aug 07: 1033 no. 3.1.3.2 Activities Involved

First Accuser inform to SO/SHO. HM lodges the FIR in register. There are two types of FIR:

Cognizable offence: A cognizable offence is one in which the police may arrest a person without warrant. They are authorized to start investigation into a cognizable case on their own and do not require any orders from the court to do so. Non-cognizable offence: A non-cognizable offence is an offence in which a police officer has no authority to arrest without warrant. The police cannot investigate such an offence without the court's permission.

Investigation started by S.I under supervision of Circle officer. In some special cases investigation done by circle officer. Every Investigation incharge maintain case Diary, in which they maintain

progress of case step by step. After completion of investigation case incharge prepare Final Report (FR)/ charge

sheet / expunge the case. This Final Report submitted to CO.

3.1.4 Process Flow Diagram for Time Frame The process diagram depicts the flow of FIR status in the manual system.

Depends upon investigation time

Accuser request the SO/SHO to lodge the FIR against accused person, HM register the FIR in register.

SO forward the case to SI/Inspector for investigation.

Investigation incharge maintain the case diary of case.

After completion of investigation case incharge submit the final report to CO.


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3.2 Character Verification Character verification means character of the person whether he/she are not involved in any case or illegal matters. Character verification/ certificate issued by District Magistrate office after verification of SSP and LIU report. If any Government department and Private Company required the Character of employee, then respective department forward the application to the employee District Magistrate (DM) office for verification of character. Character Certificate is applied by citizen in DM office to issue a certificate of the character. Both verification/ Certificate issuance processes are same.


3.2.2 Roles and Responsibilities of Department Officials District Magistrate District Magistrate is authorized to issue the Character Verification/ Certificate to the requested department/ citizen respectively, after verification done by SSP office and LIU report. Senior Superintendent of Police SSP is authorized to verify the character verification/ certificate after verification of SO report. Station officer (SO) Station officer collect the information form the concerned Police Station and check the person is involved in any criminal activity or not. Then he attached the report and forward to SSP/SP office. Local Intelligence Unit (LIU) Local Intelligence Unit is Department of Central Government, whose report is important for getting this certificate.

Accountant/ Munshi/ Clerk

Local Intelligence Unit/Police Station

DM/ SSP


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Accountant/ Munshi/ Clerk Accountant maintains the fee register of certificate and Munshi/ Clerk keeps the record and issues the certificate after counter signed and verification from DM & SSP.

3.2.3 Existing Process

3.2.3.1 Activity Involved Submission of Character verification Application By Govt. Department: Department send an application to DM office for verification of the employee along with employee detail like Name, Fathers Name, Address, etc. no fee charges. By Citizen Directly: An application, on a printed or handwritten format along with Rs 20/- Treasury Chalan/ Postal order/ cash, submitted at DM office. Applicant submit fees to accountant

Applicants go to Accountant and submit charges for character Certificate. When applicant submits the fees then CO (credit order) number and Date is mark on applicant application.

Registered by Head clerk Application comes to head clerk. Application Registered into a register. he put serial number on it. Head clerk send application to police station for verification.

Report given by Police station Application comes to police station. Station Officer verified that the person is involved or not in criminal activities. Signed & stamp by SO (station officer). Head clerk enter detail on register

Head clerk enter details on register send to LIU.

Report given by LIU LIU give report on behalf of this application. Signed & stamp by concern officer.

Issue the certificate Head clerk prepare character certificate. Certificate is signed by SSP, and after sign by DM certificate issued to the Citizen.


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There are different register maintained for Verification- GR-General register CVR-Civil verification register MVR- Military verification register PVR- Police Verification register PVR- Private Verification register Transaction volume for Character certificate issued GR- 305, CVR- 556, MVR- 498 PVR- 1376, Private VR- 58

3.2.4 Process Flow Diagram for Time Frame The process diagram depicts the flow of Character Certificate issue in the manual system.

15 to 20 days

Applicant submits the application along with fee to accountant.

Application comes to HC for registration into register, HC forward the app. to police station for verification.

In police station SO attached the report of the applicant character, then forward to HC.

HC enter the detail on register and sent to LIU for verification.

LIU attached the report on the application and forward the HC

If HC found all reports are ok then prepare the certificate sing by SSP, after sign certificate issued to the applicant


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4. Framework for Certificate Issuance Sub Services There are Six Types of sub services to be covered:- Caste Income Residence Birth Certificate Death Certificate Handicap

Caste, Income and Residence Certificates issued by Tehsil. Birth and Death Certificates issued by Nagar Nigam office.

4.1 Structure of the Relevant Department of Tehsil Caste, Income and Residence.

SDM (Sub Divisional Magistrate)

Tehsildar

Nayab Tehsildar

Kanungo

Lekhpal

Revenue Clerk


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4.2 Roles and Responsibilities of Department Officials Sub Divisional Magistrate Sub Divisional Magistrate is authorized to check the report submitted by Tehsildar and Nayab Tehsildar and authorized to sign the residence certificate. Tehsildar Tehsildar is authorized to sign the Income and Caste Certificate after checking all formalities. Nayab Tehsildar Nayab Tehsildar is authorized to check the work of Kanungo and Lekhpal. Kanungo Kanungo is a group leader of Lekhpal and check the record prepared by Lekhpal. Lekhpal Lekhpal maintained the area/village register in which he prepare records of villagers like Income, Caste and Family members etc. Revenue Clerk (UDC) Revenue Clerk collect all Income and Cast Certificates forms from and preliminary checking of applications, scrutiny.

4.3 Existing Processes of Cast Certificate Caste Certificate Caste Certificate is a legal proof of your caste. This certificate is very useful for getting the advantage of various schemes of Government. Activities Involved

An application on prescribed printed form with Revenue Ticket of Rs. 2 along

with Notary Ticket of Rs. 20 and Declaration letter.

Applicant submits the application to Lekhpal.

Lekhpal enclosed his report after verifying applicants caste and submits to

kanungo for verification.


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Kanungo verifies and forwards to Revenue Clerk.

Revenue clerk forward the application to Tehsildar for final signature.

Revenue clerk stamp the certificate signed by Tehsildar and enter in the Caste

certificate register.

After entry in register Revenue clerk issue the Caste Certificate to the applicant.

4.2 Process Flow Diagram of Caste Certificate The process diagram depicts the flow of Caste Certificate issuance in the manual system.

10 to 15 days

4.5 Existing Processes of Income Certificate Income certificate is a certificate which shows the annual income of the Citizen, validity of certificate is 6 months from date of issue. The certificate is required for various Govt. schemes where the person has to show his annual income. Activities Involved

An application on prescribed printed form and Declaration letter with Revenue

Ticket of Rs. 2 along with:

Indian Non Judicial Ticket of Rs. 10 & Notary Ticket of Rs. 10. Or

Notary Ticket of Rs. 20.

Applicant submits the application to Lekhpal.

Lekhpal enclosed his report after verifying applicants income and submits to

kanungo for verification.

Kanungo verifies and forwards to Revenue Clerk.

Applicant fills the prescribed form with revenue stamps and submitted to Lekhpal

Lekhpal encloses his report and forwards to kanungo for verification. Kanungo verifies and send it to Revenue Clerk.

Revenue clerk forward the certificate to Tehsildar for final sign. RC stamp the certificate after sign.

Revenue Clerk issues the Certificate to the applicant after enter in cast register.


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Revenue clerk forward the application to Tehsildar for final signature.

Revenue clerk stamp the certificate signed by Tehsildar and enter in the Income

certificate register.

After entry in register Revenue clerk issue the Income Certificate to the

applicant.

4.6 Process Flow Diagram of Income Certificate The process diagram depicts the flow of Income Certificate issuance in the manual system.

10 to 15 days

4.7 Existing Processes of Residence Certificate Residence Certificate is the certificate which verifies the permanent address of a person. The certificate is used in various competitive exams / Govt. jobs. 2.3.1 Existing Processes Activities Involved

An application on prescribed printed form and Declaration letter with Revenue

Ticket of Rs. 2 along with Indian Non Judicial Ticket of Rs. 10 & Notary Ticket of

Rs. 10.

Application along with letter signs by Gazetted officer and residential proof (voter

ID card, copy of khatauni etc.) Submits to Revenue Clerk.

Applicant fills the prescribed form with revenue stamps and submitted to Lekhpal

Lekhpal encloses his report and forwards to kanungo for verification. Kanungo verifies and send it Nayab Tehsildar

Revenue clerk forward the certificate to Tehsildar for final sign. RC stamp the certificate after sign.

Revenue Clerk issues the Certificate.


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Revenue clerk forward the application to Tehsildar, then he finally send it to

Lekhpal for verification.

After verification of Lekhpal forward to Tehsildar who signs and forward the

same to SDM.

SDM is the authority to check and signs the Residence Certificate.

Revenue clerk stamp the certificate signed by Tehsildar and enter in the

Residence certificate register.

Finally Residence Certificate issued to the applicant.

4.8 Process Flow Diagram of Residance Certificate The process diagram depicts the flow of Residance Certificate issuance in the manual system.

10 to 15 days

4.9 Process of Birth & Death Certificates Introduction Birth and Death certificates are issued from Municipal Corporation. The certificate is a legal proof of a persons date of Birth or Death. Birth and Death Certificates are the sub services of Certificates head but both sub services covered by same department and same rules & regulations for the both sub services. Thats why we show the departmental structure, roles and responsibilities and process flow of both services.

Applicant fills the form by paying pre-fixed fee with complete documents submit to SDM office

Tehsildar verified the application from Lekhpal after that he finally checked and signs, send it to SDM

SDM checked and signs the application Revenue clerk enter the record in Residence Certificate register

Residence Certificate is issued to the Applicant


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4.10 Roles and Responsibilities of Department Officials Nagar Swath Adhikari (CMO) His role is to provide all the medical facility to all the citizens of a district and issue the Birth/death certificate. Birth/Death Clerk He is responsible for issuing the certificate after collecting the reports from vaccinator. Vaccinator He is authorize to verify the application is correct or not and give the report to Birth/Death Clerk. Charges:

If the applicant informs about the Birth/death between 21-30 days Rs. 2.00 is charge.

If the applicant informs about the Birth/death between 30 days-1year Rs 5.00 is

charge. If the applicant informs about the Birth/death after 1 year Rs 10 is charged as

affidavit is required on Rs 10 stamp paper.

4.11 Birth and Death Certificate Issuance in Urban Area with in 1Year

4.11.1 Activities Involved

For Birth and death there is prescribed form Prapatra Sankhya 1 and Prapatra

Sankhya 2, respectively, which has to be filled and submit to Birth/Death clerk.

Information comes from the hospitals also twice a week.

Birth/Death Clerk forwards to the respective Vaccinator of that particular Area.

Nagar Swasthya Adhikari

Birth / Death clerk

Vaccinator


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Vaccinator Inspector with the help of 02 witnesses enclosed his reports and

submits to Birth/Death Clerk.

Birth/Death clerk on the basis of Vaccinator report submits his report and

forwards to Computer center for printing certificate.

Computer section forwards the certificate to Birth/Death Clerk.

Birth/Death clerk forwards the Certificate to Nagar Swasthya Adhikari for

Signature.

Nagar Swasthya Adhikari signs and sends back.

Birth/Death Clerk issues the certificate.

4.12 Birth and Death Certificate Issuance in Urban Area after 1Year


For Birth and Death certificate there is prescribed form Prapatra Sankhya 1 and

Prapatra Sankhya 2, respectively, which has to be filled and getting the affidavit

on Rs 10 stamp paper endorsed/ approved by City magistrate submit to

Birth/Death clerk with fee.

Birth/Death Clerk forwards to the respective Vaccinator of that particular Area.

Vaccinator Inspector submits his report along with two witnesses to Birth/Death

Clerk.

Birth/Death clerk on the basis of Vaccinator report submits his report and

forwards to Computer center for printing certificate.

Computer section forwards the certificate to Birth/Death Clerk.

Birth/Death clerk forwards the Certificate to Nagar Swasthya Adhikari for

Signature.

City Magistrate

Vaccinator

Nagar Swasthya Adhikari

Birth/Death Clerk


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Nagar Swasthya Adhikari signs and sends back.


4.13 Birth and Death Certificate Issuance in Rural Areas If request comes between 21-30 Days

Activities Involved:

A written application is required from head of the family to be submitted to Gram Vikas Adhikari on Rs 2.00 stamp paper.

Then Gram Vikas Adhikari registers his request in family register.

If request comes between 30 days-1 year

Activity Involved:

A written application on Rs 5.00 stamp paper as has to be submitted and take approval from District Panchayat Raj Officer.

After getting the approval, head of the family has to submit it to Gram Vikas Adhikari.

Gram Vikas Adhikari then registers the name into family register.

District Panchayat Raj Officer

Gram Vikas Adhikari

Head of the family

Gram Panchayat Adhikari / Gram Vikas Adhikari

Head of the family


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If request comes after 1 year

Activities Involved:

A written application on Rs 10.00 stamp paper as has to be submitted and take approval from Sub divisional Magistrate.

After getting the approval, head of the family has to submit it to Gram Vikas Adhikari.

Gram Vikas Adhikari then registers the name into family register.

4.14 Process Flow (In Urban Areas)

3-7 days

4.15 Process Flow (In Rural areas)

Sub Divisional Magistrate

Gram Vikas Adhikari

Head of the family

Applicant fills the prescribed form with prescribed fee.

Birth/Death clerk forwards to Vaccinator for his report. Vaccinator verifies the request.

After verification Birth/Death Clerk gets counter sign from Nagar Swasthya Adhikari /affidavit from City Magistrate


Application comes from the head of the family to Gram vikas adhikari prescribed form along with prescribed fee.

Gram vikas adhikari registers the request in family register if information is between 21-30.

Otherwise Applicant has to get it verified from district Panchayat Raj officer, if informed with in 1 year.

After1 year applicant has to get it verified from SDM, then Gram Vikas adhikari registers the request in family register.


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07-15 days

4.16 Framework for Handicap Govt. has floated various schemes for Handicap/ disables persons, to get those benefits, one has to provide this certificate. The certificate is issued from Chief Medical Officer after a board of Doctors verification.

4.17 Structure of the Department

4.18 Roles and Responsibilities of Department Officials CMO (Chief Medical Officer) CMO is authorized to check and counter sign the Handicap certificate after approved by panel of Doctors. Panel of Doctors Doctors panel examines the applicant and decides nature of handicap cause and attached the report of what percent applicant is handicap. Clerk

CMO (Chief Medical Office)

Eye Specialist

Clerk

Orthopedic Doctor

ENT Specialist

Physician


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Clerk collects the application forms and submitted to the doctors panel and after completion of all the formalities he issued the certificate to the applicant.

4.19 Existing Processes

4.19.1 Introduction CMO is authorized to issue the Handicap Certificate after approval of Doctors panel, every Monday doctors panel sit and approved the handicap certificate in Gorakhpur District.

4.19.2 Activities Involved Submission of Application Applicant fills the Annexure B form with attested recent Photograph showing the disability affixed, submit the form to Clerk. Physical checkup by Doctors Panel After scrutiny of form clerk sent the applicant with applicant in front of Doctors panel, panel examines the applicant and attached the report on the Annexure B with sign by panel of Doctors. Certificate issue After approval of doctors panel clerk takes the counter sign of CMO and also takes the sign/ thumb impression of the applicant, then clerk allots registration number, date of issue and stamp on the certificate (Annexure B). Finally issued to the applicant.

4.20 Process Flow Diagram for Handicap Certificate The process diagram depicts the flow of Handicap certificate issue manual system.

1-2 Days

Applicant fills the form Annexure B along with recent photograph and submitted to the

After scrutiny of form clerk sent the applicant in front of Doctors panel for check

Doctors panel examines the applicant and attached disability report

CMO counter sing the certificate, clerk issue the certificate to the


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5. Framework for RTI (Right to Information)

5.1 Structure of the Department

5.2 Roles and Responsibilities of Department Officials Information officer/Asst. Information officer Information officer or asst. information officer are appointed by district magistrate. DM appointed information officers in different departments. They are responsible to Provide information to citizen with in time. He also takes report from concern department related to citizen query. Revenue Clerk Revenue clerk is authorized person to check the applications that is related to RTI or not. He is also responsible for to send back a letter to citizen for response. He also enters in his register before send the application to concern department. He gives response to the citizen within 3o days.

5.3 Legal framework This Act may be called the Right to Information Act, 2005. It extends to the whole of India except the State of Jammu and Kashmir. The provisions of sub-section (1) of section 4, sub-sections (1) and (2) of section 5, sections 12, 13, 15,16, 24, 27 and 28 shall come into force at once, and the remaining provisions of this Act shall come into force on the one hundred and twentieth day of its enactment

Information officer/Asst. Information Officer

Revenue Clerk


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5.4 Existing Processes

5.4.1 Introduction Right to Information Act or RTI is a central legislation, which enables the citizens to procure information from a public authority. It provides the mechanism for obtaining information. RTI Act is a progressive legislation based on citizens right to know what is a fundamental right, enshrined in the Constitution of India. The purpose of the act is to make the executive accountable and ensure transparency in the implementation of schemes and policies. Under the act, information may be sought from a public authority as defined under the act. Common examples of public authorities are PMC, MSEB, RTO, PMT etc. Right to information includes right to inspect documents.


Submission of RTI Application

An application, on a printed or handwritten format along with Rs. 10/- Bank Draft/ Treasury Chalan/ Postal order/ Cash, submitted at sub-divisional office.

Scrutiny of application by Revenue Department

All the applications are received and checked by the Revenue Clerk, for confirming the legality of the Document. Submit the application and give 30 days for resolve his/her query.

Mark by concerning Information officer or Asst.

Information Officer Revenue clerk take endorsement from concerning information officer. Information officer mark to concern department.

Revenue Clerk note into register and send to concerning department Revenue clerk note on dispatch register and send the application to concerning Department. Department gives answer on this application.

Concerning department give response within one week

Revenue clerk make a letter Issued by Information Officer.

http://citizencentre.virtualpune.com/html/right_information_act_public_authority.shtmlhttp://citizencentre.virtualpune.com/html/right_information_act_introduction.shtml#what_does_information#what_does_informationhttp://citizencentre.virtualpune.com/html/right_information_act_introduction.shtml#what_does_information#what_does_information


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5.5 Process Flow Diagram for Time Frame The process diagram depicts the flow of RTI in the manual system.

6. Framework for Public Grievance Grievance means any claim by a person who sustained injustice or undue hardship as a consequence of maladministration. The complaint may be made within twelve months from the date on which the action complained of, becomes known to the complainant. Area to cover under this service: Limited to 11 selected services.

6.1 Structure of the Public Grievance System

Complaint Clerk

Lekhpal

ADM (E) Chief Development Officer

Dist. Magistrate

Within 30 Days

Applicants give application for query

Revenue clerk send it to concern Information officer

Concern department gives information

regarding application

Information officer mark to concern department

Revenue clerk send a letter to Citizen

Within 30 Days

Applicants give application for query

Revenue clerk send it to concern Information officer

Concern department gives information

regarding application

Information officer mark to concern department

Revenue clerk send a letter to Citizen


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6.2 Roles and Responsibility District Magistrate He is the responsible for all the services provided by Govt. to citizen of the district. Apart from the Law & order it is moral responsibility that no one should sustained injustice or undue hardship. If any of the subordinate is unable to solve the issue then he can intervene. ADM (E) All the complaints related to Grievance comes to him, it is his responsibility to solve the issue with in stipulated time. If the problem is related to some development issue then he forwards to Chief Development Officer, otherwise he himself takes care. Chief Development Officer CDO is overall responsible for all the development in the district. If any Grievance comes he forwards it to concern officer after giving some time to submit his report. Lekhpal Grievance Lekhpal simply enters all the complaints which come from complaint clerk in computer. There is a S/W developed by local NIC which enables to keep track of total complaints registered, how many resolved and how many pending. Complaint Clerk He is responsible for taking the all complaints from applicant and register it. Later he forwards all the complaint to the Grievance Lekhpal . Grievance Lekhpal His responsibility is to enter the complaint in the Grievance software. So that one can keep the track of records.

6.3 Existing Processes Activities Involved

Applicant submits his complaint to the respective Complaint Clerks.

Complaint clerk registers the complaint and forwards to the Grievance Lekhpal.

Lekhpal enters all the complaint in Software developed by NIC.


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Lekhpal then takes the Department wise printout of all the complaints and

forwards to complaint clerks.

Complaint clerks then takes the forwards all the complaints to DM/ADM(E).

DM/ADM(E) then decides appropriate officer, if it related to development then

the complaint is forwarded to CDO, if it is related to administration then ADM(E)

decides the concerned officer and forwards to him to investigate with in given

time.

Investigating Officer then submits his report to the CDO/ADM(E) with in the

given time.

CDO/ADM(E) then takes action and forwards the report summary to complaint

Clerks.

Complaint clerks then enters the summary against the respective complaint in his

register and forwards to Lekhpal. If applicant comes and enquires about his

grievance he gives the summary report to the applicant.

Lekhpal then enters the action taken against the respective complaint in his

software.

Lekhpal takes the summary report in the end of the month and gives to the DM

when ever he requires.

6.4 Process Flow Diagram

15-21 days

Applicant submits his application to the complaint clerks. A complaint clerk registers the complaint and forwards to lekhpal.

Lekhpal enters in a computer takes the print according to department and returns to complaint clerks. Complaint clerks then submits the complaint to ADM(E).

ADM(E)then forwards to CDO, or if the complaint is related to administrative then forwards to concerned officer giving him some time.

Within given time officer submits his report to CDO/ADM (E). CDO/ADME) takes action and forwards the summary to Complaint clerk.

Complaint clerks then enters the summary of report against the complaint and provides a copy to applicant so that he can know what action has been taken .

Complaint clerks forwards the complaint register to lakhpal so that he updates his record in system and provides the status to summary to DM when required


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DSO (District Supply officer)

ARO (Area Rationing officer)

SSI (Sr. Supply Inspector)

SI (Supply Inspector)

Supply Clerk /Counter Clerk (LDC)

7. Framework for Public Distribution System There are Four Types of Sub Services to be covered under PDS-

Issuance of new ration cards Surrender Certificate Modification in ration card Issuance of duplicate ration cards

Introduction There are three types of Rashan Card distributed in Gorakhpur District. (i). Yellow- APL (Above Poverty Line) (ii). White- BPL (Below Poverty Line) (iii). Red- Antyoday Anna Yojna For Red and White card there is a fixed target which is fixed by the government, currently there are 1, 26,392 Red Ration Card holders, 2, 03,868 white Ration Card holders and 5, 70, 000 Yellow Ration card holder in the District. 7.1 Structure of the Relevant Department The structure of this department split into two parts:

Urban Area Rural area

IN URBAN IN RURAL

BDO (Block Development Officer)

ADO (Area Development Officer)

Gram Panchyat Adhikari/ Gram Vikas Adhikari


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7.2 Roles and Responsibilities of Department Officials DSO (District Supply Officer) DSO is responsible of all activities perform by the department, and check all schemes execute properly. BDO (Block Development officer) In rural area BDO is incharge of Block, observed all Government schemes including PDS schemes and authorized to finalize the new Ration card list prepared by Gram Sabha. ADO (Area Devlopment Officer) ADO is authorized to sign the Rural Ration card. ARO (Area Rationing Officer) ARO is authorized to issue the Surrender Certificate and look after the work of ration in his area. SSI (Sr. Supply Inspector) Sr. Supply Inspector is a supervisor officer in his area and he supervises all the work regarding ration card. SI (Supply Inspector) SI responsible for the field investigation of the entire ration card preparation process and authorized to sign the Ration Card. Gram Panchyat Adhikari/ Gram Vikas Adhikari Gram Panchyat Adhikari/ Gram Vikas Adhikari is responsible to prepare the list of beneficiary in the open meat of Gram Panchyat who required ration cards, and also they responsible to prepare the new Ration card and distribute accordingly. Supply Clerk/ Counter Clerk Counter Clerk responsible to collect the new Rashan card, Surrender, Duplicate and Modification forms from the citizen.

7.3 Existing Processes of Sub Services 7.4 Process of New Ration Card Urban Area:

Applicant submits the pre-prescribed form along with all these information

mentioned below to Counter Clerk.

- Name of the Karta of the family.

- Name of his Family members.


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- Age of each member of the family.

- Monthly income of Karta.

- Occupation

- Receipt of house tax if own a house or Electricity bill.

- If shifting from other District to Gorakhpur, submit Surrender Certificate

of Previous Ration card.

Counter Clerk check all necessary information and give acknowledgment to the

applicant with 15 days of time period.

Counter clerk enter the entry of form in Counter Register and forwarded to

Supply Inspector of concerned area.

Supply Inspector verifies all information given by applicant, through physically

presenting on the mentioned address, and decides according to the rules &

regulations what type of ration Card issued to the applicant.

If supply Inspector found that information given in the application form is

incorrect, than he can correct/reject the form on the spot.

After completion and verification of all formalities supply inspector forwards the

form to counter clerk for the preparation of Ration card.

Counter clerk prepare the Ration card and get it sign by Supply Inspector.

Finally issued the Ration card to the Applicant by receiving Rs. 1 as a new Ration

card fee.

Rural Area

Process In the open discussion of the Gram Panchyat, Gram Panchyat Adikari (GPA)/

Gram Vikas Adhikari (GVA) prepares the list of eligible members of BPL and

Antyoday ration card under the supervision of Gram Pradhan and ADO.

Then GPA/ GVA puts the list for display for few days, so that if someone has

any objection then he raise the issue, After stipulated time he forwards the

list to BDO for final approval.

BDO finalized the list of ration card and forward the copy of new ration card

holder list to concerned area SDM, DSO and to ADO.

ADO signs the ration card with the help of Gram Vikas and Gram Panchyat

Adikari.


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Gram Panchyat Adikari and Gram Vikas Adhikari issued new ration card to the applicant by receiving Rs 1 as the fee of new ration card. 7.5 Process of Ration Card Surrender Urban Area

Overview The surrender of ration card in case the card holder transferred in another district.

Process

Applicant submits an application with Original Ration Card to ARO.

ARO mark the application to Counter Clerk for prepare of surrender

certificate.

Counter clerk prepare the certificate and ARO sign the Surrender Certificate.

Applicant collects the certificate from Counter Clerk.

Rural Area

Process Applicant submits an application with Original Ration Card to BDO/ SDM.

BDO/ SDM issued the Surrender Certificate to the applicant.

7.6 Process of Ration Card Modification Urban Area

Overview There modification in ration card may arise due to split of the Family, new born baby, any new member joining after marriage and death of any family member etc. Process

Applicant submits application along with Ration Card to Counter Clerk.

Counter Clerk forward it to Supply Inspector for the verification of the

application.

After verification supply Inspector modify the Ration Card according to the

request and forward to counter clerk.

Counter Clerk enter the modification in the counter Register

Finally Ration Card issued to the applicant.


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Rural Area Process

Applicant submits application along with Ration Card to Gram Panchyat

Adikari (GPA)/ Gram Vikas Adhikari (GVA).

GPA/ GVD verify and modified the Ration Card according to the request and

forward to ADO for Sign.

After ADO sign GPA/ GVA issued the Ration card to the applicant.

7.7 Process of Duplicate Ration Card Urban Area

Overview There can be two reasons for issuance of Duplicate Ration Card: 1. Ration Card misplaced. 2. Destroy of Ration Card (through fire, water, non visibility of words etc.) Process Applicant submits an application, 1 photograph with the Revenue Stamp of Rs. 2

to Counter Clerk which is to be verified by the area consumer PDS shop

regarding the card number/ consumer number, type of card.

Counter Clerk prepare the duplicate of Ration Card and forward it to SI.

SI finally checks and signs the Duplicate Ration Card.

Counter Clerk issue the Duplicate Ration Card to the applicant by receiving Rs. 1

as the fee for the new Ration Card.

Rural Area

Process Applicant submits an application, 1 photograph with the Revenue Stamp of Rs. 2

to GPA/ GVA, after verification GPA/ GVD prepare the New Ration card.

After prepare Ration card forward it to ADO for sign.

After ADO sign GPA/ GVA issue the Duplicate Ration Card to the applicant by

receiving Rs. 1 as the fee for the new Ration Card.


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7.8 Process Flow Diagram of New Ration Card Rural Area

20-25 days Urban Area:

5-7 days

Gram Panchayat Adhikari prepare the list of new ration card holder

Submits the list to BDO for the approval, after approval BDO forward the list to ADO

Gram Panchayat Adhikari prepare the ration card sign by ADO

Ration Card is issued to the Applicant by Gram Panchayat Adhikari

Applicant submits the form to counter clerk with all formalities

If all the information

found correct then send it to

CC

Counter clerk prepare the ration card and sign by the Supply Inspector

Counter clerk issue the ration card to the applicant

Counter clerk reject the form and return to applicant

Counter clerk enters form into register and fwd. to supply inspector for investigation

Stop


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8. Framework for Pension Services The three sub-services under the Pension Services

Old Age Pension Widow Pension Handicap Pension

Old Age Pension


8.1.2 Roles and Responsibilities of Department Officials District Social Welfare Officer He is solely responsible for getting the list of pensioners from the Block level from the Block Development Officer and overseas the whole process so that the pension is distributed to the needy and once the applications comes to his office from the block level, he then takes care of the distribution of funds to the banks and makes sure the person get their pension on time.

District Social Welfare Officer

Gram Panchayat Adhikari

Gram Pradhan (Chairman) Head Clerk

Junior Clerk

Peon

BDO

Family Register Lekhpal


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Block Development Officer (BDO) The BDO countersigns the list of citizens who should be the beneficiary of the pension. Once the list has come to him from the office of Gram Pradhan, he then countersigns the list. And once the money is deposited in the bank by the DSWO, it is his responsibility to oversee that Gram Pradhan has communicated to the pensioners that their money has been deposited in the bank. Gram Pradhan The Gram Pradhan at the village level is responsible to forward the list of pensioners and persons who are eligible for the various pension schemes to the BDO. Once the list has come to him from the Gram Vikas Adhikari, he confirms it and sends it to the BDO. Gram Vikas Adhikari The Gram Vikas Adhikari is the officer at the village level from whom the citizen takes the form, fills it and submits it. He then has to verify whatever the citizen has filled in the form from the family register. He is also responsible to communicate to the person that his pension has come or not in the bank. Clerk The clerk apart from the doing th clerical support function also maintains the registers of list of pensioners and also maintains the no of pensioners from each village, he also communicates via letters to the banks once the money has been allocated for the pensioners. Lekhpal He is responsible for verification of the details like age from the family register as mentioned in the form by the citizen.

8.1.3 Legal framework The person is only eligible for old age pension, once he is 60 years old. He should also not be having agricultural land of more than 3.25 acres. His annual income should be less than Rs 12,000. Also his Son/Grandson would not be in a position to support them financially. If all these criteria are met, only then the person is eligible for receiving Old Age Pension from the state.


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8.1.4 Existing Processes 8.1.4.1 Introduction The Old Age Pension Scheme is a part of the Government of India scheme of Social Welfare Department, to support the aged persons with a fixed monthly income in-order to provide them certain monetary benefit. The persons are only eligible for receiving old age pension if they meet the criteria mentioned in the legal framework. The process of receiving old age pension is given below. 8.1.4.2 Activities Involved

The application is given to the Gram Pradhan, who is also known as the

chairman.

He then makes a merit list of persons who are eligible for pension.

The list is given to the Lekhpal

He then verifies the income of the citizen from the family register.

After the verification process is over, the Lekhpal send the form to the Gram

Panchayat Adhikari, who further sends it to the Block Development Officer.

The BDO sign the document and is sent to the District Social Welfare Officer.

The DSWO enters the names of the persons sent by the BDO and sends a copy

to the bank, so that the bank has a copy of persons to whom the money has to

be given and also indicating from the DSWO that money has been sent to the

bank.

The list is given back to the BDO, who further gives it back to the Gram Pradhan

The Gram Panchayat Adhikari communicates to the citizens that their money has

come in their bank accounts and money is received by the pensioners on a six

monthly basis.


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8.1.5 Process Flow Diagram The process diagram depicts the flow of issuance of Old Age Pension

8.2. Widow Pension


District Social Welfare Officer

Gram Panchayat Adhikari

Gram Pradhan (Chairman) Head Clerk

Junior Clerk

Peon

BDO

Family Register Lekhpal

Application is filled by the applicant and given to the Gram Panchayat Adhikari (GPA)

The Gram PanchayatAdhikari who is the Chairman, issues a merit list of applicant, and sends it to Lekhpal

Lekhpal verifies the age of the applicant from the Family register, puts his remarks and sends it back to the GPA

The GPA further sends the form to the BDO, who countersigns and sends with a covering letter to DSWO

The clerk at the DHWO enters the information of the applicant into the register and his money is sent to the bank

A list is given to the bank giving instructions of the money deposited; this list is further given to the BDO, then to GPA to convey to the pensioner that his money has come in his bank account.


43

8.2.2 Roles and Responsibilities of Department Officials District Social Welfare Officer He is solely responsible for getting the list of pensioners from the Block level from the Block Development Officer and overseas the whole process so that the pension is distributed to the needy and once the applications comes to his office from the block level, he then takes care of the distribution of funds to the banks and makes sure the person get their pension on time. Block Development Officer (BDO) The BDO countersigns the list of citizens who should be the beneficiary of the pension. Once the list has come to him from the office of Gram Pradhan, he then countersigns the list. And once the money is deposited in the bank by the DSWO, it is his responsibility to oversee that Gram Pradhan has communicated to the pensioners that their money has been deposited in the bank. Gram Pradhan The Gram Pradhan at the village level is responsible to forward the list of pensioners and persons who are eligible for the various pension schemes to the BDO. Once the list has come to him from the Gram Vikas Adhikari, he confirms it and sends it to the BDO. Gram Vikas Adhikari The Gram Vikas Adhikari is the officer at the village level from whom the citizen takes the form, fills it and submits it. He then has to verify whatever the citizen has filled in the form from the family register. He is also responsible to communicate to the person that his pension has come or not in the bank. Clerk The clerk apart from the doing th clerical support function also maintains the registers of list of pensioners and also maintains the no of pensioners from each village, he also communicates via letters to the banks once the money has been allocated for the pensioners. Lekhpal He is responsible for verification of the details like age from the family register as mentioned in the form by the citizen.


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8.2.3 Legal framework The person is only eligible for widow pension, if her husband has died. She should also not be having agricultural land of more than 3.25 acres. Her age should be between 18 and 59. If she is more than 59 years old then she will be eligible for Old Age Pension and not Widow Pension. Simultaneously she cannot receive to different pensions. Her annual income should be less than Rs 12,000. Also her Son/Grandson would not be in a position to support them financially. If all these criteria are met, only then the person is eligible for receiving Widow Pension from the state.

8.2.4 Existing Processes 8.2.4.1Introduction The Widow Pension Scheme is a part of the Government of India scheme of Social Welfare Department, to support the women whose husbands have died and is solely responsible for running their household. The person is only eligible for receiving widow pension if she meets the above mentioned criteria in the legal framework. The process of receiving widow pension is given below. 8.2.4.2 Activities Involved

The application is given to the Gram Pradhan, who is also known as the chairman.

He then makes a merit list of persons who are eligible for pension. The list is given to the Lekhpal He then verifies the income of the citizen from the family register. After the verification process is over, the Lekhpal send the form to the Gram

Panchayat Adhikari, who further sends it to the Block Development Officer. The BDO sign the document and is sent to the District Social Welfare Officer. The DSWO enters the names of the persons sent by the BDO and sends a copy

to the bank, so that the bank has a copy of persons to whom the money has to be given and also indicating from the DSWO that money has been sent to the bank.

The list is given back to the BDO, who further gives it back to the Gram Pradhan The Gram Panchayat Adhikari communicates to the citizens that their money has

come in their bank accounts and money is received by the pensioners on a six monthly basis.


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8.2.5 Process Flow Diagram The process diagram depicts the flow of issuance of Old Age Pension

8.3 Handicap Pension

8.3.1 Structure of the Department for Handicap Pension The structure in the case of Urban Area

Application is filled by the applicant and given to the Gram Panchayat Adhikari (GPA)

The Gram PanchayatAdhikari who is the Chairman, issues a merit list of applicant, and sends it to Lekhpal

Lekhpal verifies the age of the applicant from the Family register, puts his remarks and sends it back to the GPA

The GPA further sends the form to the BDO, who countersigns and sends with a covering letter to DSWO

The clerk at the DSWO enters the information of the applicant into the register and his money is sent to the bank

A list is given to the bank giving instructions of the money deposited; this list is further given to the BDO, then to GPA to convey to the pensioner that his money has come in his bank account.

District Handicap Welfare Officer

Clerk

Board of Doctors Head Clerk

Junior Clerk

Peon

CM0


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The structure in the case of Rural Area

8.3.2 Roles and Responsibilities of Department Officials District Handicap Welfare Officer He is solely responsible for getting the list of pensioners from the Block level from the Block Development Officer and overseas the whole process so that the pension is distributed to the needy and once the applications comes to his office from the block level, he then takes care of the distribution of funds to the banks and makes sure the person get their pension on time. Block Development Officer (BDO) The BDO countersigns the list of citizens who should be the beneficiary of the pension. Once the list has come to him from the office of Gram Pradhan, he then countersigns the list. And once the money is deposited in the bank by the DHWO, it is his responsibility to oversee that Gram Pradhan has communicated to the pensioners that their money has been deposited in the bank. Gram Pradhan The Gram Pradhan at the village level is responsible to forward the list of pensioners and persons who are eligible for the various pension schemes to the BDO. Once the list has come to him from the Gram Vikas Adhikari, he confirms it and sends it to the BDO.

District Handicap Welfare Officer

Gram Vikas Adhikari

Gram Pradhan

Head Clerk

Junior Clerk

Primary Health Centre/ Community Health Centre

Peon

BDO

Swasta kaliyan Committee


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Gram Vikas Adhikari The Gram Vikas Adhikari is the officer at the village level from whom the citizen takes the form, fills it and submits it. He then has to verify whatever the citizen has filled in the form from the family register. He is also responsible to communicate to the person that his pension has come or not in the bank. Primary Health Centre/ Community Health Centre Primary Health Centre issues the handicap certificate to the citizen, after conducting a medical examination. It is mandatory for the citizen to receive a handicap certificate from either Primary Health Centre or Community Health Centre in-order to receive pension. Clerk The clerk apart from the doing th clerical support function also maintains the registers of list of pensioners and also maintains the no of pensioners from each village, he also communicates via letters to the banks once the money has been allocated for the pensioners.

8.3.3 Legal Framework A person is considered to be a handicap person, only if min 40% of his body is declared to be unfit and declared as a handicapped by the Chief Medical Officer of the District. His age also has to be below 60 years to be a beneficiary of the scheme. Currently there are 72,318 beneficiaries of this scheme in the District.

8.3.4 Existing Processes 8.3.4.1 Introduction The Handicap Pension Scheme is a part of the Government of India scheme of Social Welfare, to support the handicapped person with a fixed monthly income in-order to provide him certain state benefit so that he could lead a normal life. There are two processes for issuance of a pension to a citizen. One for the citizens in the urban areas and the other one for the citizens in the rural areas. Maximum pension beneficiaries are in the rural area, which constitute approximately 85-90% of the total beneficiaries.


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8.3.4.2 Activities Involved Given below is the process for receiving the Handicap Pension in the Urban Areas.

The citizen goes to the Chief Medical Office and gets a certificate made claiming that he is a handicap.

Once the certificate is made from the office of the CMO and signed by the CMO, he goes to the District Handicap Welfare Office.

He fills a free form at the District handicap Welfare Office along with an attachment of the handicap certificate.

His name is entered in the list by the clerk at the District Handicap Welfare Office The money is transferred to his bank account and he is made the beneficiary.

8.3.5 Process Flow Diagram The process diagram depicts the flow of issuance of Handicap Pension in the Urban Area.

The applicant gets the Handicap certificate made from the CMO

He goes to the DHW Office in the Collectorate and fills the free form and submits the Handicap Certificate issued by the CMO

His name is entered in the register

According to the Target set by the Govt, if there is any vacancy, he is made the beneficiary of the scheme.

Money on a six monthly basis is transferred to his account.


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The process diagram depicts the flow of issuance of Handicap Pension in the Rural Area.

Activities Involved

The person gets made a handicap certificate from the Primary Health Centre or the Community Health Centre.

Once the certificate is made, the application is submitted to the Gram Vikas Adhikari.

He then verifies the income of the citizen from the family register. After the verification process is over, the Gram Vikas Adhikari send the form to

the Gram Pradhan, who further sends it to the Block Development Officer. The BDO sign the document and is sent to the District Handicap Welfare Officer. The DHWO enters the names of the persons sent by the BDO and sends a copy

to the bank, so that the bank has a copy of persons to whom the money has to be given and also indicating from the DHWO that money has been sent to the bank.

The list is given back to the BDO, who further gives it back to the Gram Vikas Adhikari.

The Gram Vikas Adhikari communicates to the citizens that their money has come in their bank accounts and money is received by the pensioners.

Application is given to the Gram Vikas Adhikari along with the handicap certificate from the Primary Health Centre (PHC) or Community Health Centre (CHC)

The Gram Vikas Adhikari verifies the income of the applicant from the Family Register

After verification the GVA sends the form to the Gram Pradhan, who further sends it to the BDO

After the form has been signed by the BDO, it is sent to the District Handicap Welfare Office

The clerk at the DHWO enters the information of the applicant into the register and his money is sent to the bank

A list is given to the bank giving instructions of the money deposited; this list is further given to the BDO, then to GVA to convey to the pensioner that his money has come in his bank account.


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9. Framework for Utilities Services There are three types of utility services to be covered: House Tax Property Tax Copy of Khatauni 9.1.1 Structure of the Relevant Department for House Tax & Property Tax

9.1.2 Roles and Responsibilities of Department Officials Municipal Commissioner Municipal commissioner is responsible for supervision of all activity. Tax Assessment officer (AMC/DMC) Tax assessment officer is responsible for approve the application. He is also authorized person for hearing on notice. Municipal commissioner decide authority person for Tax assessment officer.

Municipal Commissioner

AMC (Zone3, Zone4) AMC (Zone1, Zone2)

Tax Superintendent

Revenue Inspector

Tax Collector

Upper Division clerk


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Tax Superintendent Tax superintendent is responsible for issue the notice. Tax Inspector Tax Inspector is responsible for check the document and work under supervision of Tax superintendent. He is also authorized for collect money. Tax Collector Tax collector is responsible for collect money and takes entry into register. Upper Division Clerk Assessment ledger report given by concerning area clerk. Peon Peon is responsible for stamp one copy of notice to house. Take signature from Two witnesses. One copy give to applicant take receiving, one copy give to seller and take receiving.

9.1.3 Existing Processes Introduction There are 4 zones and 70 wards under Nagar Nigam.The Primarily job of the department is assessment of houses & mutation of the properties. When a property is purchased with in city (Municipal Limit) a person applies for mutation of his name on that property on Nagar Nigam records There are three way a person can apply on the basis of- Bill, Sale deed and Valid Vill. House Tax Existing Process one Submission of the Application

Application form (self Assessment form) submitted by citizen to Tax Inspector/Tax Collector.

Scrutiny of application and Collect Money by Tax Inspector/Collector All the applications are received and checked by the Tax Inspector/Collector.

After collect the money that assess by authorized evaluator, register it. Tax Inspector/Collector gives Receipt to citizen.

Tax Inspector Conduct Enquiry Report sends to Tax superintendent

Tax inspector check the value of tax if it is wrong then send a notice to the citizen.


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Tax Assessment officer signature on application

Tax assessment officer approve the application and signature on it. After signature form submitted in Tax department and send to computer department for printing.

House Tax Existing Process Two

Applicant applies in Nagar Nigam for submission of House Tax with a copy of registry and application.

Applicant submits the application form to Upper division clerk with 10 Rs. Fees.

Clerk gives receipt to citizen.

Upper division clerk forward application to area Tax Superintendent.

Area Tax superintendent signature on it and forward to DC/Tax Inspector for report.

Assessment ledger report given by concerning area Demand clerk. DC/TI give

this report after checking Demand register/Assessment register.

After added report application goes to Tax collector for verification. Verification report given by Tax collector. Application forwarded to Tax inspector.

Tax collector also collect money and give receipt to citizen.(Form2 , MAC 2)

After signature on it. Application goes to area inspector. Area inspector checks

the report on behalf of document and forwarded application to Tax Superintendent for issuance of notice.

Tax superintendent approve and take approval from AMC/DMC for issuance of

notice.

Clerk makes notice and issued by Tax Superintendent.

Peon stamp one copy of notice into house. Second copy gives to applicant and third copy gives to seller. Peon also takes signature of two witnesses.

In this notice given 3o days time. If objection comes then hearing done by

authorized authority. If no objection comes the order issued.

Clerk fills details of order into assessment ledger.


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9.2 Property Tax (Commercial Tax)

Tax applied on Land + Construction

If in Nagar Nigam area any property used as commercial purpose.

Then Nagar Nigam gives a Notice under ACT 222, with 15 days time. In this notice request from citizen to valuate your property and Tax submit in Nagar Nigam. The valuation done by authorized person. If evaluator gives it within 15 days. Then issue a notice by Tax superintendent under 213 k.

There are two processes -

(1) If Valuation is done by Citizen

The Tax is decided by AMC/DMC and acknowledge through notice. Citizens submit money and take receipt from clerk.

Clerk makes entry into assessment register.

(2) If valuation is not

If valuation is not done by citizen then Nagar Nigam JE goes and checks the area and valuation of property also done by JE. Nagar Nigam issue an notice under act 222 given 30 days time for chance of hearing.

If no objection comes. Citizen submit tax to clerk.

Receipt Given by clerk.

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