Jammu, Nov 25: Department of Revenue today launched a novel initiative ‘Government Process Re-Engineering’ (GPR) envisaging enhanced operational efficiency in online services delivery.
The initiative is aimed at optimizing the government processes and service delivery by emphasizing on citizen experience, minimizing process complexity by doing away with redundant steps leading to reduced cost and service delivery time, thereby increasing transparency levels and reduce administrative burden.
In this regard, the department has constituted 20 district level committees/GPR study groups for furnishing feedback and suggestions for GPR of online services of Revenue Department within a period of 15 days.
As per the order issued on this account, GPR requires application of denovo solutions for the existing systemic bottlenecks and is not limited to making improvements in the existing processes for delivery of services but involves a much more fundamental examination of the existing systems and complete resolutions may be proposed which may involve complete overall of existing mechanisms. The proposals will be aimed at optimizing service delivery to the citizens.
It is important to mention that the revenue department in a very short span of time has created an online ecosystem for service delivery to the citizens from the comfort of their homes without the need for physically visiting government offices. The system backed by guarantee under the Public Service Guarantee Act, 2011 has ushered in an era of transparency and accountability in disposal of revenue services. There have been regular appeals from the public for introducing online delivery of other services offered by the department. At present, the department provides nearly 30 services online in a time bound manner.
Speaking about the broad contours of the initiative, Secretary, Revenue, Dr. Piyush Singla, said that the GPR process will not only allow in further optimizing the present process of service delivery, but will also help to identify gaps in service delivery so that other relevant services can be onboarded online and provided to the public in a transparent and time bound manner. He said since online delivery of services is rather a recent initiative, there is always scope for improvement of service delivery and the present exercise will help to generate feedback from the field offices on possible improvisations and additions to the system.
Secretary highlighted that the new initiative is a demonstration of government’s commitment of providing hassle free services in a transparent manner to the citizens and fix responsibility for any inordinate delay services as well as identify any bottlenecks in the process.
