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Using Online Service, You Can Monitor Progress Of Your File, Identify Officials Sitting On ItBy ugesh sarkar, Section GN
If you've been running from pillar to post trying to get applications moving in the government departments, there's some good news. The Delhi government, which has been talking about accountability in its departments for some time, is finally walking the talk. Next week its eSLA (Service Level Agreement) project will go online, enabling the common man to see where files are stuck. And with which official.
 To begin with, eSLA will cover the services provided by the transport department, the food & supplies department, trade & taxes, office of the divisional commissioner, MCD, NDMC and the office of the chief electoral officer. The penalty, which has been set between Rs 10 per day to Rs 200, will depend on the hierarchy of the official in the workflow and his responsibility. Interestingly, the penalty money will be handed over to the applicant in the case of delay. Said Savitur Prasad, secretary (I-T), ``The eSLA will enable applicants to not only track their files but also know which official is responsible for any delay that may occur.'' The project, which will be inaugurated and made public by the chief minister Sheila Dikshit, has been implemented in only a handful of departments at present. Officials claim the scope of the project will be widened once the online version is up and running. The pilot project was started some months ago, and erring officials were asked about the delay. Added Prasad, ``The impact is already visible, with response time going up in the concerned departments.'' Source: Times Of India By Rumu Banerjee & Ruhi Bhasin Using Online Service, You Can Monitor Progress Of Your File, Identify Officials Sitting On It Click On "Full Story" For More....
According to officials, the project will also enable the government to gather relevant data. ``There will be an exact estimation of the numbers involved. For instance, right now, there's only an estimate of the number of ration cards in circulation. The computerised account will make date management easier, while also increasing efficiency,'' added the official.
As part of eSLA, the workflow of each participating department has been synchronized with a hierarchical structure of the department and a time period has been prescribed at each stage for processing of the application for that service. The web-based system will generate MIS reports indicating the number of applications received, penalties levied and other information. Department officials added the performance will be monitored electronically and penalty for delay in services will be automatically calculated by the system. Though a few glitches cropped up during the trial, officials said that they were manageable. Said an MCD zonal official: ``Around 2,000 people come daily to get a birth and death certificate issued. With the introduction of the eSLA system, the issuance of the certificate is taking more time as two sets of information needs to be given under the new system. We are now trying to control the problem by introducing more manpower and computers at the zonal offices.''
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