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‘We are trying to improve service using IT’

india Updated: Jan 15, 2009 00:05 IST
Sanjeev K Ahuja
Sanjeev K Ahuja
Hindustan Times
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Don’t you think the demographics of the people living in Gurgaon have changed and they demand better interaction skills at the hands of the government staff?


In order to provide time bound and hassle free services in a transparent fashion, efforts have been made to introduce IT enabled services to the citizens of Gurgaon. These include on the spot property registration through HARIS software and establishment of E-Disha centers at District HQ wherein services like Driving license, Motor Vehicle Registration, Passport Services, Caste and Domiciles Certificates, Birth-Death Certificates and schemes run by Social Welfare Department are provided through a Single Window. Apart from these, 52 Common Service Centers (CSCs) are functional under the extension of E-Disha Services in rural as well as urban areas. An on-line grievance system has been made functional and citizens have the facility to put in their complaints through E-mail.

Do you have a plan to improve interpersonal behaviour of the staffers of various departments in Gurgaon on the lines of police department that has got their personnel trained by BPOs for improving on their interaction skills?
Our employees are being sent to HIPA for regular Short-term training courses on subjects like total quality management, office procedures, standardized service delivery, RTI Act-2005, Good Governance, Communication Skills and citizen friendly administration. Employees are also being trained in computer skills at our IT centers on a regular basis. Training has been provided to all Patwaris and Kanoongos in accordance with the requirements of the changing scenario.

Some of the departments such as DHBVN and telecom have made it mandatory to follow a dress code and asked them to be polite with the people they deal with. How do you react to that and any plans to replicate the same for other departments?
Providing responsive citizen centric, user friendly services to the people of Gurgaon is a priority of the administration. Citizens' charter for every department has been prepared which provides a frame work for proper discharge of duties at all levels. Definitely, all employees are expected to behave in a responsive and courteous manner and redress the problems of the people in the best possible manner.

Is anything being done to change the orthodox mindset of the officials deployed in Gurgaon so that they think of managing the city with new outlook?
Employees are being motivated and trained in the use of modern technology and simplified procedures are being introduced wherever possible to stream line functioning. Touch Screen Kiosks are being planned in various places to provide detailed information on various government services.

(D Umashankar is a Deputy Commissioner)