TRANSPORT DEPARTMENT,

MADHYA PRADESH, INDIA

“Promoting Digital

Transformation by ICT

Tools for Excellence in

Madhya Pradesh

Transport Services”

(http://www.mptransport.org)

INDEX

Sl. No Chapter Page No

1 Introduction 01

2 Madhya Pradesh Transport Department

2.1. Trend & Challenges

2.2. Bottleneck

04

05

06

3 Promoting Digital Transformation by ICT Tools for Excellence in Madhya

Pradesh Transport Services

3.1. Objective

3.2. Policy Framework

3.3. Innovative aspects of Project

3.4. Technological Upgradation

3.5. Manpower Upgradation & Awareness Campaign

07

08

08

10

11

13

4 Frontier Technologies to transform Public Administration

4.1. Automatic Driving Test Track (ADTT)

4.2. E Auction of VIP Registration Number

4.3. Tablet based Fitness Test Solution

4.4. Dealer Point Enrolment System (DPES)

4.5. Document Management System

4.6. Tablet Based Learning Test

4.7. Integration of Commercial Driving License with Samagra ID

4.8. Patch Tools

4.9. Speed Limiting Device (SLD)

4.10. Implementation of Best Practices

15

17

19

19

19

20

20

21

21

22

23

5 Promotes Cross Sector Digital Cooperation & understanding

5.1. Samagra Samajik Suraksha Mission (SSSM)

5.2. SLD

5.3. Lok Seva Kendra (LSK)

25

26

27

27

6 Access to Public Service & Citizen 30

7 Improving public sector workforce skills & productivity

7.1. Improvement of Service Delivery

7.2. Process Optimization or Simplification to increase citizen

convenience

7.3. Workload Data Analysis

7.4. Productivity Enhancement

32

33

33

34

35

7.5. Workforce skill enhancement 36

8 Improved Effectiveness, Efficiency , Openness & Accountability 37

9 Outcome of this initiative

9.1. Increased Productivity & Revenue

9.2. Easy to access & always accessible

9.3. Enhanced Security

9.4. Enhanced Information Preservation

9.5. Disaster Recovery

9.6. Save Space

9.7. Environmentally Friendly

40

42

43

43

44

45

45

45

10 Stakeholders & Beneficiary 46

11 Sustenance Scenario in MP Transport 49

12 Alignment with 2030 Agenda

12.1. Gender Equality

12.2. Decent Work & Economic Growth

12.3. Peace, Justice & Strong Institution

12.4. Industry Innovation & Infrastructure

12.5. Reduced Inequalities

12.6. Climate Action

51

52

54

55

56

56

56

13 Future Road Map

13.1. PUC

13.2. GPS

57

P a g e | 1

1.

Introduction

P a g e | 2

1. Introduction

Madhay Pradesh is a major state in India. It is the second biggest state by area and

having a population of around 82.9 Millions. The state is vast and having the large

network of National/ State/ Rural roads which provide connectivity to people.

Around 14.1 Million vehicles are registered in state and 5.1 Millions Driving

License issued. People travel by public transport (Road and Train) as well personal

transports (Motor cars and Two wheeler) for various needs. They may be

Work related

For Education

Health

Purchase and other family needs

Family and Social Gathering

Leisure time

The transport department of Madhya Pradesh under the guidance of Dr Shailendra

Kumar Shrivastava (IPS) is devoted to provide highly citizen centric services in its

ongoing project, that is, providing various transport related services to the citizens

of Madhya Pradesh across the 51 RTO, ARTO, DTO & other offices of Transport

Department. The aim of the project is to offer state of the art customer services with

a high quotient of convenience and ensuring customer delight. With this project, the

Transport Department of Madhya Pradesh aims to manage very high number of

customers visiting the various RTO, ARTO & DTO offices

Number of Delivery Centres

Application for availing services of the department can be made from below points

Lok Sewa Kendra (LSK) & MPOnline Kiosks 4000

Dealers 3200

51 RTO/ARTO/DTO , Web Application & Mobile Application is also available

for applying a service

The service delivery happens at RTO and final Driving Licenses and Certificate of

registration is sent by Post to applicants address

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MP Transport Offices

Regional Transport Office (RTO)

Additional Regional Transport Office (ARTO)

District Transport Office (DTO)

Check Post

All citizens as well business persons have to visit the respective office to get the

services of department

Demographic spread (Percentage of Population covered)

Transport department covers 100% population (around 82.9 Million) of the state.

Each geographical location is attached to one of the RTO/ARTO/DTO office. The

person of a geographical location will visit respective RTO/ ARTO/DTO to render

the services.

P a g e | 4

2.

Madhya Pradesh

Transport Department

P a g e | 5

2. Madhya Pradesh Transport Department

2.1. Trend & Challenges

The department covers all citizens of the state who obtain driving license to drive a

motor vehicle and all Motor Vehicle to be run on the public roads of state. Around

5.1 Million Driving licenses have been issued till date and around 14.1 Millions

vehicles have been registered in the state.

The Transport department may not be interacting directly with all citizens but it

facilitates and regulates entire transport system of the state to provide mobility of

persons as well goods an essential service in modern life and touches all citizens of

the state.

The legacy practices followed by the Transport department were highly manual.

These manual practices were not only primitive but were also causing a lot of

inconvenience to both the citizens as well as the department officials. The practices

were subject to usage of a large number of paper documents, which resulted in

stocking and piling up of paper documents. In case of any clarification or query

registered by the citizen approximately 1-2 days was the average amount of time to

find the physical file and then take necessary decisions to resolve them.

While document storage & retrieval impacted to the backend operations, the front

end operations were even more challenging. With an average daily footfall of more

than 10,000 citizens across 51 sites meant a chaotic scenario within each of the sites.

An average time of 5 minutes in handing of the necessary forms to the citizen meant

a long queue on the counter issuing forms with an average waiting time of 5

minutes. Because of the chaos at the counters, the operators in addition to actually

working were also required to handle the crowd which further reduced their

efficiency and increased the waiting time. The payments system was mainly cash

driven with the average transaction time of citizen handing over the payment and

the operator giving back the receipt & the change being 10 minutes. This led to

handling large amounts of cash and subsequently its security.

In addition to the backend and the frontend processes, a lot of intermediate

processes which included testing and assessing of the citizens and their vehicle were

also subject to citizen dissatisfaction. Multiple complaints had been lodged with the

transport department regarding the unethical practices being followed during these

processes which impacted the citizen experience

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2.2. Bottleneck

While the challenges were plentiful, the following constraints & bottlenecks

restricted the addressability of these challenges:

Lack of proper infrastructure (Both IT & Civil) and information boards

Lack of crowd / queue management systems

Lack of applications offering 24X7 on demand services

Multiple applications and systems operating in silos

High resistance of department officials towards changing the working

mechanism

No report generation that could lead to better service delivery

Lack of knowledge on the new age IT systems by the operators & officials

Manual practices and high dependency on paperwork presented multiple

windows for unethical practices.

High dependency of citizens on brokers due to little or zero knowledge of the

DL/RC or other transport related documents making process

Therefore, need for improvement arises to enable any time anywhere application

facility with multiple e-payments options for time bound service delivery with

minimum human interaction to improve transparency in order to address these

bottleneck & challenges in MP Transport services

P a g e | 7

3.

Promoting Digital

Transformation by ICT

Tools for Excellence in

Madhya Pradesh

Transport Services

P a g e | 8

3. Promoting Digital Transformation by ICT Tools for Excellence in Madhya

Pradesh Transport Services

3.1. Objective

Following are the main objectives of the project:

Time bound issuance of various transport related documents & other

deliverables to the customer to ensure maximum customer satisfaction.

Reduction in waiting & queuing time within the various RTO, ARTO & DTOs

and regular incorporation of citizen feedback to ensure improved customer

delight.

Focus on digitization of service delivery by inclusion of systems including

online appointment booking, online application completion & online tax

payment amongst others to offer high degree of convenience to the citizens

Ensure 24X7 availability of the respective system & applications to offer non-

interrupted services

Ensure transparency and accountability of the highest order within the hierarchy

while minimizing unethical practices and revenue pilferages and maximizing

department efficiency and revenue collection

3.2. Policy Framework

With the vision of enhancing citizen satisfaction & offering citizen centric services,

the department decided to do a complete overhaul of the existing system & process

by implementing state of the art IT systems as the core of the entire process. To do

the same the department conducted an internal study to list down the possible

bottlenecks and chart down a phase wise plan of tackling those bottlenecks in order

to achieve its vision. Following were the major findings of the study conducted:

More than 75% of the people visiting the RTO, ARTO or DTOs did not pay any

attention to the information boards at the respective sites because of which most

were unaware of the how to proceed with the application process.

The information helpdesk and form distribution counters are most chaotic

The sites receive maximum footfall between 12 am to 2 pm while the time post

lunch is relatively less crowded.

There was no standardized time for delivery of any transport related services.

Because of the chaotic situation within the RTOs a good chunk of the population

preferred seeking services of brokers who could get the work done without

hassle.

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While the chaos impacted the waiting times, the other major cause of the high

waiting times was the manual application process.

With people running around and directly approaching the different counters for

the purpose of query clarifications, the operators in addition to their regular data

entry work were directing these people to the helpdesk counter. This distraction

affected the concentration of the operators and led to multiple errors.

The deployment of the legacy infrastructure meant any glitch in the application

required a longer time for system recovery impacting the operations.

There was no regular report generation which could be analyzed & scrutinized

to improve service delivery

Based on the findings of the study, the department laid out a phase wise plan

towards the implementation of multiple IT systems & services to address the issues.

Phase #1: Phase-1 mainly catered to providing education to the citizens visiting

multiple locations. As part of this phase visually appealing information boards were

installed at 10 sites initially to capture the attention of the citizens. Post successful

implementation & positive response, these information boards were extended to all

locations. In addition to the information boards, enhanced versions of IT

infrastructure were installed to minimize the system recovery times.

Phase #2: Once the internal improvements had been addressed, the second phase

was focused towards crowd / queue management. As part of this stage, web

application were extended to the general public through which they could book a

slot online for transport related services at the respective RTOs. This ensured a more

uniform distribution of the crowd thereby streamlining the operations. Lesser

number of applicants at a particular time meant lesser waiting times.

Phase #3: Once the operations had been streamlined, the department decided to

further tighten the operations by focusing on digitization for reducing the errors &

waiting times. Online application portal and multiple payment options were thus

introduced as a mode for providing additional citizen convenience. A feedback

system & a digital token system were also introduced as a step to incorporating

customer feedback.

Phase #4: As part of phase-4, additional services were introduced which automated

& digitized other processes within the system which not only improved the service

delivery time but also enhanced the process transparency and customer delight.

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Solutions including Driving Test Automation, Tablet based Fitness Test Solution,

Document Management System for digitization of documents & mobility

applications were introduced. In addition to provision of the above services, regular

MIS report generation was introduced that allowed for better analysis & scrutiny of

the department’s operations.

3.3. Innovative Aspects of Project

The department followed the following methodology for the implementation of the

various solutions:

The main objective is to ensure the systems are perfectly aligned with the

operational environment and are user friendly in order to ensure maximum

acceptability.

We believe in following aspects to ensure that operational environment remain

permissive whereby any uncertainty / hostility towards the project can be

eliminated:

Objective definition of project as per vision & mission of Government &

Department

Milestones identification of project with defined time frames

Process based software development and implementation with fulfilment of

objectives and adhering to defined milestones

Creation of ground level structure for effective support, training and

implementation of project

Implementation of effective Change Management & Business Process

Reengineering (BPR) so that ground level effectiveness, understanding and

support for such initiative can be sought

Hub & Spoke based support model to ensure smooth operations of project for

post implementation support / training etc.

Effective feedback Redressal system & actions management to problem

resolution

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Enhanced technology network so that project / system can grow for benefit of

department

In order to ensure user friendliness we consider the following parameters:

Ease of Use: The computer system has been designed by understanding &

ensuring that a total novice should be able to learn most essential elements of

System in 1 - 2 days of training sessions.

Customizable Logic & Organization of Menu Hierarchy: The logic and

organization of software categories are dictated by the actual operators of

transport department.

Look & Feel: Software boasts of colour and graphics that establishes an identity

and basic emotional undertone to overall system.

3.4. Technological Upgradation

The transport department has given prime focus towards gradual up gradation of

the technology in order to achieve future ready sustainable systems. Following

comprise of the major up gradations:

The legacy IT infrastructure which lacked the necessary computing power &

efficiency to cater to the daily footfall at the sites was upgraded to a higher

version of future ready systems.

Online E-governance portals have been introduced including online

appointment, online application, online permit & online tax collection amongst

others, which have been integrated with the existing systems to achieve better

crowd management & improve service delivery times.

Additional infrastructures including biometric devices, fitness tablets &

automated driver testing cameras have been installed which have been

integrated with the existing systems with the vision of enhancing transparency

& accountability within the department.

The department has utilized open architecture to ensure flexibility of integration

with external third party systems including NIC database & Indian Postal

Services amongst others.

In order to further enhance citizen convenience, the department has further

offered m-governance services by virtually taking the RTOs to the smart phones

of the citizens wherein the citizens can avail RTO services on demand at a click

of a button

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Extent of e-enablement in terms of number of services, extent to which steps in

each service have been ICT-enabled #

Issuance of Driving License (DL) & Registration Certificates (RC) on Smart

Cards.

Issuance of Learning License (LL), NOC, Permits, Temporary Registration &

other Transport related documents on paper.

Tax Calculation & Management along with all MIS report generation.

Development & Management of software including online appointment

booking, online application completion, online form downloads & online tax

payment to promote citizen convenience.

Provision of technologies like payment gateways, handheld POS terminals &

other payment modes to allow multiple payment options to the citizens.

Development of Automated Driving Test Tracks & Tablet based Fitness

solution to ensure transparency for both citizens & department officials.

Delivery of DL, RC directly at the mentioned address of the citizen to reduce

the travel time of the citizens.

Any additional services that would facilitate better management &

improvement of citizen service delivery experience.

Extent to which steps in each service have been ICT-enabled

Generally a service delivery involved below steps

Steps ICT enablement

Application Through Web portal or from Lok Seva Kendra

applications accepted online

Fee/ Tax Collection Fee and tax collected online through integrated

Payment Gateways

Enrolment of Applicant/

Details

Biometric details captured at RTO/ DTO along with

other details

Scanning All relevant documents digitized for record keeping

purpose

Indexing Documents arranged in rational sequence

Authorization Transaction authorized digitally by using bio metric

thumb capturing of Authorized officer

Printing of Document /

Card

Documents come in print que and get printed

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Printing of Paper Copy (

Selected Service)

Paper copy of document as per the requirement of the

service is also printed simultaneously

Print Add Slip for

dispatch

Address slip is printed to post Document/ Card to

respective owner/ service seeker

MIS MIS is generated for printing as well display on

computer

Other third party tools (HW, SW, Middleware), packages-integrated / deployed

including name of Database e.g. Oracle, DB2, Microsoft SQL etc

Windows 2012 R2

IIS 7.5

Net Framework 2.0, 3.5

Crystal Report

IBM DB2 9.5

MS SQL Server 2014

3.5. Manpower Upgradation & Awareness Campaign

At several front citizens and all stakeholders were educated & guided to avail the

services in new ICT enabled environment

Hiring of third party & contracting out with competent service provider such as

Smart Chip Private Limited to have the effective & efficient utilization of ICT

Tools

Training for the departmental officers and employees to make them aware of

the changes and implementation of new ICT enabled system conducted at all

RTO/DTO level

Visually appealing information boards were installed at 10 sites initially to

capture the attention of the citizens. Post successful implementation & positive

response, these information boards were extended to all locations.

Detailed process and documents requirement for availing a services, displayed

on web portal of department in Hindi and English language.

24X7 Help desk has been set up to provide support to citizens apart from the

information counters arranged at all RTO/DTOs

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Vehicle dealers educated and trained in special training sessions about

functioning and their role in web portal & separate module as Dealer Point

Enrolment System (DPES) had been added in Web portal so that Vehicle dealers

can carry out transaction digitally

Licence Appointment system had been incorporated in Web portal to prioritize

the applicant in queue. This steps motivates the applicant to use web services to

save the time in queue

Regular training on new system/ process/ customer services etc.

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4.

Frontier Technologies

to Transfer Public

Administration

P a g e | 16

Transport Department, Madhya Pradesh, India applied the culture, practices, business model

& technologies of the internet era to raised expectation of citizen. Department applied

innovative method, tools & techniques, in the context of Transport department services to

transform Transport Department, Madhya Pradesh, India through application of effective

knowledge management system and/or strategic application of ICT in service provision with

the special focus on new technologies.

Madhya Pradesh

Transport

Department

Implementation of Best Practices

Automatic Driving Test

Track

E Auction of VIP

Numbers

Tablet based Fitness Test

Dealer Point Enrolment

SystemDocument

Management System

Tablet based Learning Test

Intergartion of

Commercial Drining

Licence with Samagra ID

Patch Tools

Speed Limiting Device

Frontier Technologies introduced by

Madhya Pradesh Transport Department

P a g e | 17

4. Frontier Technologies to transform Public Administration

4.1. Automatic Driving Test Track (ADTT): Driving test has been automated and

results has been digitized which not only improved the service delivery time but

also enhanced the process transparency and customer delight

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P a g e | 19

4.2. E Auction of VIP Registration Number: The process has been defined and

fully automated system put in place to avoid human intervention in the system

to ensure high level of transparency & revenue generation. With this initiative

MP Transport Department generated total revenue of 204.4 Million (INR)

(https://dpes.mptransport.org/eAuctionSystem/(S(zmvpq1451hkghimf5wtlhv5

5))/AuctionHome.aspx)

4.3. Tablet based Fitness Test Solution: Vehicle information and photos capture

on the spot to increase transparency and delivery in process

4.4. Dealer Point Enrolment System: All new vehicle (Non Commercial) details

are fed in the application through dealer login at his location to ensure speedy

processing of files. Payment is collected online to avoid unwanted bank/

department trips.

VIP Vehicle

Numbers

Available

with Madhya

Pradesh

Transport

Department

Transparency

Revenue

P a g e | 20

4.5. Document Management System: For resolution of queries data historical data

can be retrieved in seconds

4.6. Tablet Based Learning Test: Online test for Learning License conducted to

reduce delivery time. Now Learning License is issued same day of enrolment.

It enhances the process transparency & eliminate the scope of manual

judgement. Every tablet based learning licence test consist of 10 questions, for

which there is time limit of 45 seconds for answering the each question.

Dealer Point

Enrolment

System (DPES)

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Applicant has to give at least six correct answer to processed further with his

application, else application shall be rejected

(http://dpes.mptransport.org/LLTESTDEMO/LLTest/LLTestRule.aspx)

4.7. Integration of Commercial Driving License with Samagra ID: In order

to fulfil the objective of Samagra Samajik Suraksha Mission (SSSM) ,

Integration of Commercial Driving License with Samagra ID. 0.13 Million

Commercial drivers Driving Licenses have been integrated with Samagra ID,

so that drivers of commercial vehicle & their families can avail the benefit of

MPs social benefit scheme.

(http://samagra.gov.in/)

4.8. Patch Tools: Many of the transactions required correction in the particulars

of applicant like Tax Receipt period, Change of RTO in Tax receipt, Change of

Date of Birth, Other State Fitness update, Change of Engine no or Chassis

Number etc.

Integration of

Commercial

Driving License

with Samagra ID

(Weakest, Poor,

Aged, Laboring

cadre of the people

living in Madhya

Pradesh, along

with the daughters,

widows and

abandoned women

and their

dependent

children) Providing necessary details to generate

Samagra ID on Samagra Portal

Avail

benefits of

Government

of MPs

social

benefit

scheme

P a g e | 22

For effecting correction incomplete or vague letters were issue by local RTO

authorities. Based on such letters back end technical team used to implement the

changes. Record keeping of such cases were issue. Time duration required for

any such correction was on higher side as process start by issuing letter, sending

letter to RO, correction at RO & confirmation to RTO etc.

The Ministry of Road Transport and Highways is ministry of the Government

of India, is the apex body for formulation and administration of the rules,

regulations and laws relating to road transport, and transport research, in order

to increase the mobility and efficiency of the road transport system in India. In

some cases, RTO has to take the decision based on his judgement & his own

intellectual decision making ability to incorporate minor changes that is in

favour of citizen of state & his welfare, Patch Tools plays an important role to

incorporate the same in various transaction of MP Transport services.

Development team has created small utilities “Patch Tools” which have given

rights to RTO and further to Clerk or officers to do the changes at their own

level with Biometric Authorization. Patch Tools have been developed &

implemented for 19 Transactions of various MP Transport Services.

With the implementation of Patch Tool Application following results have been

achieved

a. Risk of getting involve against inappropriate transactions averted

b. The overall request count for such transactions has reduced drastically

c. Right to effect a change has been given to RTO department and operator/

supervisors scope limited to execution

d. No movement of physical documents

e. Time duration to completer any such correction has been reduced as

process is completed at RTO level itself

4.9. Speed Limiting Device (SLD): M P state Government authorized vehicle

manufacture and their model to have Speed Limiting Device (SLD), which are

now monitored through Madhya Pradesh transport web portal. Now it is

mandatory for all the vehicles manufactured after 1st Oct 2015 to have speed

limiting device, whereas all the vehicles manufactured prior 01st Oct 2015 had

been installed Speed Liming Device in Vehicles.

P a g e | 23

4.10. Implementation of Best Practices: In order to enhance the citizen &

stockholder satisfaction and happiness, who is availing the transport services on

day-to-day basis, following best practices have been identified & implemented

across the state

Now it is

mandatory to

have a SLD in

Commercial

Vehicle

Commercial Vehicles Manufacturer

has to put SLD in All the Vehicles

manufactured post 1st Oct 2015

Commercial Vehicles Owner has to

install the SLD in his Vehicle if

manufactured prior 01st Oct 2015

Better Road

Safety

P a g e | 24

P a g e | 25

5.

Promotes Cross Sector

Digital Cooperation &

Understanding

P a g e | 26

5. Promotes Cross Sector Digital Cooperation & understanding

5.1. Samagra Samajik Suraksha Mission (SSSM)

Under the principle of Madhya Pradesh government's "Bahujan Hitiaya Bahujan

Sukokha", the weakest, poor, aged, laboring cadre of the people living in Madhya

Pradesh, along with the daughters, widows and abandoned women and their

dependent children, It is committed to provide complete social security to the sick

members, for this, the overall mission, Innovative initiative for the active and

successful implementation of all the beneficial funding schemes

Objective of Samagra Samajik Suraksha Mission (SSSM)

Establish the policy & rate of relief fund

Simplification of rules & policy

To computerize the process of various programs and to make available the

beneficial information and programs on the portal for transparency and to

formulate an integrated database of citizens of the state / families for the

effective implementation of the beneficiary schemes of the Government

Providing assistance to the eligible beneficiaries in the prescribed time limit

without interruption

To help get rid of the fulfilment of formalities

Creating a database of beneficiaries and on the basis of the database, the benefit

of the scheme to which the eligibility remains

Use the e-banking facility to get the least amount of time to get help

To reach out to the poor and destitute, disadvantaged and remote-dwellers and

deprived beneficiaries

Transparency and Regular Review in Implementation of Schemes

In order to fulfil the objective of Samagra Samajik Suraksha Mission (SSSM) ,

Integration of Commercial Driving License with Samagra ID. Commercial drivers

Driving Licenses have been integrated so that drivers of commercial vehicle & their

families can avail benefits of Government of MPs social benefit scheme.

As on 24th Nov 2018, total 0.13 Million of Commercial Vehicle Drivers have been

integrated with Samagra Samajik Suraksha Mission (SSMP)

P a g e | 27

5.2. Speed Limiting Device

Madhya Pradesh state Government authorized vehicle manufacture and their model

to have Speed Limiting Device (SLD) to all vehicles manufactured after 01st Oct

2015, which are now monitored through Madhya Pradesh transport web portal &

for all the vehicle manufactured prior to mentioned date, Transport department issue

the instruction to integrate SLD in all the vehicles based on the guideline issued by

Ministry of Road Transport & Highways (MRTH).

5.3. Lok Seva Kendra (LSK)

The Government of Madhya Pradesh (GoMP) is committed to ensure and improve

the rights-based entitlements of the citizens of state. In order to guarantee, enrich

and develop effective service delivery systems the state in year 2010 enacted the

“The Public Service Delivery Guarantee Act’ (PSGA). The Act sets time-lines for

service delivery, creates an appellate structure in the event that government officials

fail to meet these deadlines, and allows for the imposition of penalties for delays.

The Act currently covers notified public services with a guarantee of timelines and

accountability in case of discrepancy, delay or denial of service. The Public Service

Management Department (PSMD), GoMP has been created to provide a dedicated

institutional structure for the implementation of the provisions of the Act. Statistics

of LSK is as follows

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Various services of Madhya Pradesh Transport Department also comes under The

Public Service Delivery Guarantee Act’ (PSGA). Following services along with

their timeline are as follows, which is being monitored through LSK

S

No Service

Service Delivery

Timelines in Days

1 Issuance of Driving License 10

2 Vehicle Fitness Certificate Issuance 15

3 Vehicle Registration 30

4 Issuance of Copy Of Learning License 7

5 Issuance of Copy of Vehicle Fitness Certificate 7

6 Renewal of Vehicle Fitness 7

7 Issuance of Driving License 15

8 Issuance of copy of Driving License 15

9 Renewal of Driving License 15

10 Permit for Stage Carrier 15

11 Temporary Permit for Stage Carrier 30

12 Duplicate Vehicle Registration Card 7

13 Transfer of vehicle ownership after death 30

14 NOC for transfer of ownership 15

15 Change of address in vehicle Registration Certificate 30

16 Change of Address in Driving License 7

17 Renewal of Vehicle Registration 15

P a g e | 30

6.

Access to

Public Service

&

Citizen

P a g e | 31

6. Access to Public Service & Citizen

Applicant may apply for all the M P Transport department services through MP

Transport Webpage (http://www.mptransport.org), MP Online Kiosk

(https://www.mponline.gov.in/portal/) and / or M Seva mobile application

(https://play.google.com/store/apps/details?id=converge.transport.m_seva&hl=en

_IN).

MP Transport department has been started the above mentioned options for the

access to public service & Citizen for all the MP Transport Services with the vision

of Any time anywhere application facility, Multiple e-payments options &

Minimum human interaction to improve transparency

P a g e | 32

7.

Improving

Public Sector

Workforce Skills &

Productivity

P a g e | 33

7. Improving Public Sector Workforce Skill & Productivity

7.1. Improvement of Service Delivery

Newer & improved versions of IT infrastructure along with introduction of

Document Management system have streamlined the backend operations while IT

applications like online application & appointment booking, ADTT, Transport

services mobile app (M-Sewa) & regular MIS reports have achieved even crowd

distribution and reduced waiting times while enhancing the visibility in the entire

operations.

Improved quality of Service Delivery:

Citizen average waiting time has been reduced from “1 hour” to “30 minutes”.

Revenue pilferage has been curtailed.

The system availability is 24x7.

Well-defined system for redressing grievances

Reduction in processing time & cost of service delivery

The delivery time for transport related documents has reduced from average 15

days to 4 days

The up gradation of the legacy systems have reduced the amount spent on

maintenance by 80%

The errors related to data entry by operators have reduced by 75%

Uniform crowd distribution via online appointment system has reduced the peak

crowd size by 80%

7.2. Process Optimization or Simplification to increase citizen convenience

Minimum travel for citizens to avail services:

Introduction of online application & appointment booking in addition to integration

with India Postal Services has reduced the number of visits for DL/RC delivery

from upto 3 visits to a single visit. Provisions of online tax payment & online permit

applications have removed the need of visiting an RTO for the same. One can

directly apply for permit via portal / mobile, make the payment digitally & receive

the digital permit copy via mail.

P a g e | 34

Service Improvement judged by improvement in response time:

With the implementation of m-governance initiatives towards the front end of

operations & biometric based time stamping of activities towards the backend

operations, the response time in delivery of necessary transport related services has

reduced. Moreover with digitization of the documents the retrieval time of the same

has also been reduced, further reducing the query resolution time. In addition to the

above initiatives, usage of digital payment modes has improved revenue

reconciliation on daily basis.

Process simplification in terms of reduction in administrative costs & efforts:

IT infra version up gradation, web based application deployment & future ready

systems have reduced the maintenance efforts which has resulted in effective

monitoring and management.

Usage of digital payment mode has reduced the hassles related to cash handling

at the sites thereby reducing the risks

Use of multiple automation & crowd management technologies along with

business process re-engineering (BPR) have enabled the department to

streamline and unified the processes.

7.3. Workload Data Analysis

MP Transport department opted “ICT Tools for Excellence in Transport Services”

& with this initiative to avoid the legacy practices followed by transport department

as most of these practices were manual in nature. MP Transport department is now

more capable to handle more transactions by successfully achieving the following

objectives

Any time anywhere application facility

Multiple e-payments options

Time bound service delivery

Minimum human interaction to improve transparency

P a g e | 35

7.4. Productivity Enhancement

As already mentioned that due to implementation of “ICT Tools for Excellence in

Transport Services”, MP Transport Department is now capable to handle more

transactions for various services, Productivity has also been improved.

1.3

1.7

2.0

2.42.7

3.33.6

3.43.8

4.2

3.9 3.84.1

FY 05-06

FY 06-07

FY 07-08

FY 08-09

FY 09-10

FY 10-11

FY 11-12

FY 12-13

FY 13-14

FY 14-15

FY 15-16

FY 16-17

FY 17-18

No of Transactions (Millon)

Before Initiative

26133251

3931

47555363

65827147

67877403

8308

7593 75608091

FY 05-06

FY 06-07

FY 07-08

FY 08-09

FY 09-10

FY 10-11

FY 11-12

FY 12-13

FY 13-14

FY 14-15

FY 15-16

FY 16-17

FY 17-18

Productivity (Transaction / Man)

Post Initiative

Post Initiative Before Initiative

P a g e | 36

7.5. Workforce Skill Enhancement

Madhya Pradesh Transport services have been digitalized, therefore all the staff and

associated people are trained to use computer. After digitalization of services,

performance has been optimized with less human interaction and more transparent

system towards its user. All the Vehicle related information is now available in

public domain.

Efforts has been put on to make this digitalization user friendly & make it

convenient for the user to have the maximum utilization of this initiative of

digitalization

P a g e | 37

8.

Improved

Effectiveness,

Efficiency, Openness &

Accountability

P a g e | 38

8. Improved Effectiveness, Efficiency, Openness & Accountability

Madhya Pradesh Transport department is now capable of handling more transaction

toward various services of MP Transport & therefore effectiveness has been

significantly enhanced. Madhya Pradesh Transport department were handling

around 2.0 Million Transaction per year (Average of FY 2005-2006 to FY 2009-

2010) in first decade of 20th Century, whereas with this initiative department is now

capable of handling around 3.8 Million Transactions per year (Average of FY 2010-

2011 to FY 2017-2018) & therefore department is now capable of handling 90%

more transactions.

Efficiency has also been enhanced significantly as we were achieving 3983

Transaction per Man in a year (Average of FY 2005-2006 to FY 2009-2010),

whereas now we are handling 7434 Transaction per Man in a year (Average of FY

2010-2011 to FY 2017-2018) & therefore efficiency has been increased by 87% by

this initiative

Openness enhances due to digital innovation in a number of ways–by boosting

knowledge and data flows that support innovation, by underpinning the ICT as a

platform on which MP Transport is now working. MP Transport department may

commercialise their ideas, lowering entry barriers and freeing up resources for

innovative activity. People can share, access and exchange data, knowledge and

technologies in ways that were previously not possible, with benefits for

collaborative research & public service delivery. The Internet’s end-to-end design

principle, in particular, makes it conducive to new applications. Digitalization in

MP Transport services result in elimination of unethical practices being followed

during these processes, which impacted the citizen experience & trust. Citizen &

Department is now widely accepted this digitalization which result in more revenue,

effective work management, citizen satisfaction & most importantly wining trust of

citizen by timely service delivery.

MP Transport department is now more accountable with the induction of MP

Transport service in Lok Seva Kendra (LSK) to guarantee, enrich and develop

effective service delivery systems the state in year 2010 enacted the “The Public

Service Delivery Guarantee Act’ (PSGA). The Act sets time-lines for service

delivery, creates an appellate structure in the event that government officials fail to

meet these deadlines, and allows for the imposition of penalties for delays, which

P a g e | 39

enhance the accountability of MP Transport department officials to deliver the

service to citizen in timely manner.

P a g e | 40

9.

Outcome Of

This Initiative

P a g e | 41

9. Outcome of this initiative

Citizen/Government Benefits:

The department has achieved the three E’s i.e. E-Administration (modernization

of department, computerization of records, etc), E-Services (bring the state

closer to the citizens, online services, etc) & E-Governance (ability of

government to address the needs of society).

Helped simplification of processes and improved efficiency.

Built trust between the Government and the Citizens.

Enhanced transparency and accountability.

Results Achieved:

The focused phase wise implementation of the multiple IT led initiatives has had a

massive impact on the overall operations as well as the customer satisfaction &

customer delight. Following are the major highlights of the impact achieved:

The delivery time of Driving License has come down from 15 days to 7 days &

Learning License has come down from 7 days to 1 day.

The delivery time of Registration Certificate has come down from 30 days to 7

days.

The delivery time of NOC, Permit & other transport related documents has

come down from 2 days to 8 hours.

100% of the revenue is collected via digital modes.

90% of applications are completed online which has reduced the error

percentage of operator.

More than 5.5 Crore have been converted to digital form.

The systems are available 24x7.

While all the above numbers indicate the quantifiable impact, there are multiple

cases where the impact cannot be quantified however the general sense & feeling

of the citizens has changed. Following cases depict some of these unquantifiable

impacts:

With the deployment of ADTT & Tablet based fitness solutions, the

transparency of conducting tests has increased which has increased the trust of

the citizen in the department.

P a g e | 42

The introduction of a mobile application (M-Sewa) for consumption of any and

all kind of transport related services on demand has significantly increased the

citizen convenience.

Multiple payment modes have reduced all hassles related to cash handling.

Digitized documents allow easy retrieval thereby facilitating easier query

management.

Regular MIS report generation has allowed the department to better analyze the

operations and tweak upon certain areas to cut down on waiting times and

improve queue management.

The deployment of biometric devices for document approval by department

officials increased the accountability within the officials.

Following benefits have been achieved through digitalization of MP Transport

services

9.1. Increased Productivity & Revenue

Productivity has also been enhanced significantly as we were achieving 3983

Transaction per Man in a year (Average of FY 2005-2006 to FY 2009-2010),

whereas now we are handling 7434 Transaction per Man in a year (Average of FY

2010-2011 to FY 2017-2018) & therefore Productivity has been increased by 87%

by this initiative

MP Transport department is now capable of handling more transaction & therefore

Revenue of department has also been significantly increased. MP departmental

Revenue per year was 7190 Million (INR) (Average of FY 2005-2006 to FY 2009-

26133251

3931

47555363

65827147

67877403

8308

7593 75608091

FY 05-06

FY 06-07

FY 07-08

FY 08-09

FY 09-10

FY 10-11

FY 11-12

FY 12-13

FY 13-14

FY 14-15

FY 15-16

FY 16-17

FY 17-18

Productivity (Transaction / Man)

Before InitiativePost Initiative

P a g e | 43

2010), whereas now Revenue per year is 18425 Million (INR) (Average of FY

2010-2011 to FY 2017-2018) & therefore Revenue has been significantly increased

by 156% by this initiative

9.2. Easy to access & always accessible

Documents that have been converted digitally can be easily accessed through the

cloud or system using any device that has internet, anywhere or anytime. Now

applicant may opt for the services of MP Transport department from anywhere or

anytime. Anywhere, anytime application facility with multiple payment option is

now available through MP Transport Webpage, MP Onlike Kiosk & M Seva Mobile

application for citizen

9.3. Enhanced Security

MPTransport Web application and other associated applications, have the following

security features and validations implemented in the application architecture.

SSL to Protect Session Authentication Cookies

All authentication cookies have been passed over HTTPS connections. The

secure cookie has been property set within authentication cookies, which

instructs browsers to send cookies back to the server only over HTTPS

connections

The Contents of the Authentication Cookies have been encrypted

5570 6350 7090 77509190

1188013480

15140 15980

1865020740

23000

28527

0

5000

10000

15000

20000

25000

30000

FY 05-06

FY 06-07

FY 07-08

FY 08-09

FY 09-10

FY 10-11

FY 11-12

FY 12-13

FY 13-14

FY 14-15

FY 15-16

FY 16-17

FY 17-18

Revenue Million (INR)

P a g e | 44

The cookie contents have been encrypted. This prevents an attacker viewing or

modifying the cookie if he manages to steal

it through an XSS attack.

No plaintext for Passwords sent Over the Wire in Plaintext

The communication channel has been secured by using SSL to encrypt the

traffic.

Encryption of Data and the Communication Channel

All sensitive data over the network to the client, encrypted the data and the

communication channel has been secured. SSL is used between the client and

Web server

Implementation of Multiple Gatekeepers

On the server side, implemented IP Security Protocol (IPSec) policies to provide

host restrictions to restrict server-to-server communication. It restricts any host

apart from a nominated Web server from connecting to a database server. IIS

provides Web permissions and Internet Protocol/ Domain Name System

(IP/DNS) restrictions

Restrict User Access to System Level Resources

System level resources include files, folders, registry keys, Active Directory

objects, database objects, event logs, etc - access to these resources has been

restricted using Windows Access Control Lists (ACLs) to restrict which users

can access what resources and the types of operations that they can perform.

Unvalidated Input has been restricted

A variety of application level attacks has been avoided by proper input

validation; those include SQL injection, Cross Site Scripting (XSS), buffer

overflows, format string, cookie poisoning, hidden field manipulation,

command injections, etc.

Broken Authentication and Session Management

Proper steps are being taken to protect session tokens and account credentials,

such as passwords, keys and session cookies etc.

The complete application has gone through security audit and certification by

external CERT-In.

9.4. Enhanced Information Preservation

Information stored in paper formats is degradable information, and degrades further

every time it is handled manually. Document imaging ensures that your business's

most important data is saved and preserved for the future.

P a g e | 45

All the applicant data is stored in Central Data Base Server in real time & daily

backup is ensured by the team

9.5. Disaster Recovery

There is always a risk of disaster, whether it is natural or manmade. Fire, flood,

earthquakes or other destructive phenomenon may cause a major disaster for your

paper documents seriously affecting your business. As real time data backup is

ensured in Central Data Base Server & therefore digitalization of MP Transport

Services ensure the better disaster recovery in case of any disaster happen.

9.6. Save Space

Real Estate space is expensive; eliminating paper storage result in more space,

reduction in rent, reduced off-site document storage fees or potential to open up a

new office. Digitalization of MP Transport Services result of elimination of use of

paper work to an extent & therefore result in great amount of space saving

9.7. Environment Friendly

Overall document digitization process adds to your green credits and is an

environment friendly initiative. It removes the needs of creating multiple backup

copies and unnecessary printing, increasing the eco-friendly quotient of MP

Transport services.

P a g e | 46

10.

Stakeholders

&

Beneficiary

P a g e | 47

10. Stakeholder & Beneficiary

10.1. Stakeholder & Beneficiary

Citizens: Citizens being the recipients of all the necessary services are one of

the key stakeholders of the project. The entire project revolves around

improving the experience of citizens.

Transport Department: Transport Department of Madhya Pradesh is the other

key stakeholder responsible for provision of all the necessary Transport related

services.

National Informatics Centre: NIC being the central agency, governs the usage

of the transport related data. Details of all the necessary transactions are pushed

to the NIC systems at the end of the day.

Enforcing Agencies: The various enforcing agencies including the police

department make sure that citizens are using all the legitimate documents as

authorized by the Transport Department by conducting regular checking drives.

Vehicle Dealers: The dealers of the various vehicle manufacturers ensure that

correct vehicle data is shared with the department by directly entering all the

details of the vehicle which is to be registered on dealer point registration

system.

Indian Postal Services: Indian Postal Services is responsible for the delivery of

the necessary transport related documents to the address provided by the citizens

during the application phase.

Citizen Service Centres: Over 4000 Citizen Service Centres like MPOnline and

Lok Seva Kendra’s are the stakeholders who are acting as the extension counters

for various Transport Services

10.2. Numbers of Stakeholder Consulted

For better understanding of the project and to know the expectation of each

stakeholder, everyone has been consulted and there inputs were taken. Apart from

consultation and discussion a study to observe the issues faced by citizens in

availing the service was also conducted to ensure citizen friendly service delivered

at the end of the project completion.

A high level department committee is also formed under the chairmanship of DyTC

Indore to lay down business logics, new improvements and identify the new

enhancement required in existing system

P a g e | 48

10.3. Stages at which stakeholder input were sought

The role and input of stakeholders is crucial in all phases of project life cycle.

Department has been involved closely in the early phases during study of old

application formats, different forms and other requirement gathering. The core team

of department has worked in tandem with development team to design a robust

P a g e | 49

11.

Sustenance Scenario

in MP Transport

P a g e | 50

11. Sustenance Senior in MP Transport

Regular trainings on new systems/ processes/ customer service.

Timely project audits & assessments. Investments in independent business

improvement activities post analysis & scrutiny of MIS reports generated.

Systems & applications are highly customizable and governed by the Motor

Vehicle Act. There is minimal dependency on any particular individual & any

change within the department would not have an impact on the system & the

operations

Digitalization of MP Transport services result in significant amount of enhancement

in Number of Transactions, Productivity, Revenue & Citizen convince & figures

are rapidly growing in each coming year

P a g e | 51

12.

Alignment

With

2030 Agenda

P a g e | 52

12. Alignment with 2030 Agenda

12.1. Gender Equality

Since the beginning the travelling and its related activities had been the forte of

male family members. The Women had been piggy back of their male family

members. This has always reduced and affected the mobility for women in rural as

well urban areas. There have been very numerous cases where women have taken

up the driving and travelling activities at their own. In rural the situation had been

even worst.

In today’s world when the boundaries are shrinking and distances are shortening by

the use of fast and high efficient transport systems. The exclusion of women from

this exercise will increase imbalance and reduce their participation in overall growth

of society. Travel is an integral part of modern life and requires a person to travel

from birth to death for various activities. The urbanization has forced everyone to

move out and get connected to world or he/she will be left behind in the race of

development.

Madhya Pradesh has not been very progressive state in past. The female literacy

level has been low for women. They were confined to the house hold activities and

having limited access to outside world. With the advent of mass communication

and other channels of information, lots of women aspired to get out of aged old

boundaries of house to embark modern life where they can take decision for them

self. With the uprise in education, family income and social life the overall

environment is changing. To necessitate uprise education, health, family income etc

are the core factor but there are some supporting factors like transportation,

communication etc without which we may find our self handicapped. Transport

/Mobility of the masses is one of the major factor affecting overall growth of any

society

State Government Guidelines for Women Empowerment

The state government has laid down a wide and detailed policy guidelines for the

strengthening women in state. The focus is on the inclusiveness, gender equality,

security, empowerment, overall development, women related policies, programs

conceptualization as well execution so they can be brought into the main stream of

overall development. State Govt has envisaged to provide education, better health

services, availability of healthy and nutritious food for lactating and pregnant

P a g e | 53

women, secure environment, better opportunities for employment, increased

participation in decision making at family and society. The objective is to ensure

that women are not left behind in this development activity and they should be equal

partner in every field of life.

In order to adhere with the state government guideline following guidelines were

issued by the MP Transport Department

Letter Dated 13th Apr 2015

Seat reserved from 11-16 in all stage carriage buses

Removal of films glass on windows as per the letter Dt 27 Dec 2012

Cancellation of licenses of Drivers who has committed offence against female

passengers. Use of Uniform, name plate etc for easy recognition of driver and

conductor

Cancellation of licenses of Drivers and permit of vehicle

For safety of female passenger exhibition of vehicle registration number as well

Police Helpline number

Driver and Conductors details are recorded in computer database to retrieve

there information

Letter Dated on 05th Jan 2015

Based on criminal records against female such Driver, conductors Driving

License to be cancelled

Removal of coloured film from wind shield to enhance women safety as per

Motor Vehicle Act

Letter Dated on 12th Sep 2013

Cancellation of licenses of Drivers who has committed offence against female

based on inputs received from Police department

Letter Dated on 13th Nov 2017

All passenger as well school bus has to install CCTV camera as well GPS for

the safety of women and children

Resolution Dated on 19th Sep 2016

Appointment of female conductor in school busses carrying female students for

the safety

P a g e | 54

Resolution Dated on 22nd Feb 2017

Allotment of seat no 01 behind driver seat to Mother of new born baby to

provide feed in the passenger buses.

Gazette Notification Dated on 28th Dec 2015

Exemption of License fee for women applicant

12.2. Decent Work & Economic Growth

Digitalization of MP Transport lead to the tremendous economic growth. MP

Transport department is now capable of handling more transactions / year due to

11%10% 10%

11%

8%

9%

14%

16%17%

0%

2%

4%

6%

8%

10%

12%

14%

16%

18%

20%

2010 2011 2012 2013 2014 2015 2016 2017 2018(31stOct

2018)

Woman % in Driving Licenses Issued

Year Driving Licenses Issued (Numbers)

Total Woman Woman %

2010 383,928 42,216 11%

2011 485,882 47,870 10%

2012 525,635 53,814 10%

2013 601,856 65,102 11%

2014 558,016 41,970 8%

2015 509,821 45,451 9%

2016 520,475 72,019 14%

2017 412,747 64,008 16%

2018

(31st Oct 2018) 371,455 62,561 17%

P a g e | 55

decent workflow through elimination of manual documentation activities of MP

Transport services. Earlier Madhya Pradesh Transport department were handling

around 2.0 Million Transaction per year (Average of FY 2005-2006 to FY 2009-

2010) in first decade of 20th Century, whereas with this initiative department is now

capable of handling around 3.8 Million Transactions per year (Average of FY 2010-

2011 to FY 2017-2018) & therefore department is now capable of handling 90%

more transactions.

We are now capable of handling huge amount of truncations, our economic growth

also tremendously increased. MP departmental Revenue per year was 7190 Million

(INR) (Average of FY 2005-2006 to FY 2009-2010), whereas now Revenue per

year is 18425 Million (INR) (Average of FY 2010-2011 to FY 2017-2018) &

therefore Revenue has been significantly increased by 156% by this initiative

12.3. Peace, Justice & Strong Institution

MP Transport department had been successful of winning the citizen trust through

this journey of digitalization. MP Transport department actively participated in

Samagra Samajik Suraksha Mission (SSSM).

Under the principle of Madhya Pradesh government's "Bahujan Hitiaya Bahujan

Sukokha", the weakest, poor, aged, laboring cadre of the people living in Madhya

Pradesh, along with the daughters, widows and abandoned women and their

dependent children, It is committed to provide complete social security to the sick

members, for this, the overall mission, Innovative initiative for the active and

successful implementation of all the beneficial funding schemes.

In order to fulfil the objective of Samagra Samajik Suraksha Mission (SSSM),

Integration of Commercial Driving License with Samagra ID. Commercial drivers

Driving Licenses have been integrated so that drivers of commercial vehicle & their

families can avail benefits of Government of MP social benefit scheme.

MP Transport department also promoted the Gender Equality in state through

various guidelines & resolutions. All the Vehicle related information is now

available in public domain. Efforts has been put on to make this digitalization user

friendly & make it convenient for the user to have the maximum utilization of this

initiative of digitalization to win the trust of citizen

P a g e | 56

12.4. Industry Innovation & Infrastructure

To create functioning and resilient infrastructure, MP Transport department

incorporated various frontier technologies to meet the future challenges such as

Automatic Driving Test Track (ADTT), E Auction of VIP Registration Number,

Tablet based Fitness Test Solution, Dealer Point Enrolment System (DPES),

Document Management System, Tablet Based Learning Test, Integration of

Commercial Driving License with Samagra ID, Patch Tools , Speed Limiting

Device (SLD) & Implementation of Best Practices etc.

12.5. Reduced Inequalities

Digitalization of MP Transport services result in more transparency towards its

user. All the unethical practice followed by MP Transport employees removed due

to digitalization & transparency of the system. Inequalities has been reduced to a

greater extent as MP Transport services have been incorporated in Lok Seva

Kendra. The Act sets time-lines for service delivery, creates an appellate structure

in the event that government officials fail to meet these deadlines, and allows for

the imposition of penalties for delays

12.6. Climate Action

Digitalization of MP Transport service lead to the Green e Governance & therefore

have significant positive impact on climate

P a g e | 57

13.

Future Road Map

P a g e | 58

13. Future Road Map

13.1. Pollution under Control (PUC) Certificate (PUC) :Pollution under

control certificate for all the vehicle is planned in next one year, with the

objective to have control on environmental pollution

13.2. GPS Tracking : Plan is to install GPS in vehicles in next one year