[Ar.Pramod Gupta]

Methods adopted by the State Govt. to check the level of delivery of services by the local body to citizens to improve urban governance:


State government can check following Key Performance Indicators (KPI) on delivery of services by local body to citizen and it can be improve by using corresponding e-governance tools and methods


1. Registration and Issue of Births/ Deaths Certificate

·         Number of Birth/ Death registered as against applied for registration;
·         Timelines for Municipal Corporation for issuing a Birth/ Death certificate (new/ modified);
·         Measurement of accuracy of issued Certificate;
·         Accessibility/ availability of facilities/ services for Registration of Birth/ Death;
·         Cut-off date for data digitization of legacy data;
·         Online updated status of all applications with multiple search options.

2 Calculation and Payment of Property Tax


·         Level of coverage in terms of property tax;
·         Immediate updation of property on GIS Map on approval;
·         Automatic generation of demand notice by application system;
·         Updation of Self Assessment guidelines on ULBs website;
·         Timeframe for automatic escalation of events on default to appropriate authority for of non payment of property tax;
·         Number of Facilitation Centers;
·         Accessibility/ availability of facilities for payment of property tax
·         Online updated status of all applications

3. Payment and Management of Utility Bills


·         Coverage of households in utility network;
·         Number of household on utility network on GIS Map;
·         Automatic generation of utility bills by application system;
·         Automatic escalation of events on default to appropriate authority;
·         Number of Facilitation Centers for payment of utility bills;
·         Accessibility/ availability of facilities/ services for payment of utility bills;
·         Online updated status of all applications.

4. Grievances Handling
 
·         Resolution of complaints regarding Public Health And Public Safety Services;
·         Addressing of grievances other than Public Health And Public Safety;
·         Adherence to the response time as per citizen charter/ statutes for Grievance Resolution;
·         Automatic escalation of non resolution to appropriate authority at specified time limit;
·         Grievances not addressed after final escalation to be reflected in public disclosure;
·         Accessibility/ availability of facilities for registration of grievances;
·         Level of awareness levels among citizens; and,
·         Online updated status of all grievances.

5. Building Approvals


·         Coverage on GIS/ MIS Platform;
·         Availability of automated checking mechanism;
·         Provisional approval process based on self certification in specified cases;
·         Automatic generation of acknowledgement receipt;
·         Acknowledgement of completeness of applications received;
·         Completion of specified Building Plan Appraisal process;
·         Completion certificate based on self certification;
·         Verification of completion certificate issued based on self certification;
·         Online updated status of all applications.

6. e-Procurement and Project/ Ward works


·         Timelines for online vendor registration;
·         Online availability of MIS for history of vendor performance;
·         Online availability of information of awarded works on web portal;
·         Online generation of indent;
·         Online availability of MIS for E-Procurement;
·         Online availability of Schedule of Rates; and,
·         Online payment facility.

7. Solid Waste Management (SWM)


• MIS for online tracking of data related to Service Level Benchmarks
• Household level coverageof Solid Waste Management Service
• Efficiency of collection of municipal solid waste
• Extent of segregation of municipal solid waste
• Extent of municipal solid waste recovered/recycled
• Extent of scientific disposal of municipal solid waste
• Extent of cost recovery in Solid Waste Management services
• Efficiency of redressal of customer complaints
• Efficiency in collection of user changes
• Extent of processing and treatment of MSW
• Daily MIS for online tracking of Data related to
• Monitoring on Collection of waste from waste storage
• Primary collection operation for ward/ town/city
• Monitoring of transfer stations operations
• Record of transfer of waste from transfer station to disposal site
• Vehicle movement monitoring
• Drivers attendance monitoring

8 Licenses

•        Automatic generation of Receipt Number;
•        Timeframe for communicating deficiency in received applications to the applicant;
•        Timeframe for approval of trade licenses;
•        Escalation of status of pending trade license applications to appropriate authority
•        after the receipt of complete application; and,
•        Automatic generation of demand notice for renewal of trade licenses.
•        Automatic escalation of events on default (non-payment of license renewal fee till 31st March) to appropriate authority;
•        Accessibility/ availability of facilities for applying for new license/ modification of
old license; and
•        Online updated status of all applications

Performance Report Card (PRC)


The mentioned performance indicators along with benchmark values in above section can be tracked with the help of the Performance Report Cards. PRC thus form the basis for monitoring and managing performance of urban service delivery