GROUP B NOTES

FOR

MAJOR AREAS OF E-GOVERNANCE SERVICES

E-Governance Services: An Overview

E-Governance is the application of information and communication technology (ICT) for

delivering government services, enhancing transparency, and improving accessibility. By
streamlining processes and creating online platforms, e-governance allows for efficient
management of government services and effective public grievance redressal.

1. Public Grievance Redressal Services

E-governance initiatives aim to provide citizens with accessible platforms for lodging
complaints, making inquiries, and tracking the resolution of various issues. The public grievance
redressal services cover multiple domains such as telephone services, ration cards, and
transportation.

 Telephone Services
o Citizens can register complaints regarding issues such as network outages, billing
discrepancies, and number portability.
o Telecom Regulatory Authority of India (TRAI) oversees complaint handling and
service quality.
o Platforms like the TRAI complaint portal and helplines streamline public
grievances and improve telecom service standards.
 Ration Card Services
o E-governance in ration services involves the application, renewal, and updating of
ration cards.
o Online portals allow citizens to check their eligibility and subsidy entitlement
under the Public Distribution System (PDS).
o States have individual portals, e.g., Tamil Nadu’s TNPDS, for accessing ration
card services and submitting grievances regarding distribution or eligibility issues.
 Transportation Services
o Digital platforms facilitate vehicle registration, license applications, traffic
violation payments, and permit renewals.
o Parivahan Sewa, the Ministry of Road Transport and Highways portal, enables
users to apply for driver’s licenses and check the status of vehicle registrations.
o Traffic fine disputes and license-related grievances can be addressed directly
through such portals, making transportation services more accessible.

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2. Rural Services

Rural services through e-governance aim to improve access to essential services and
administrative support for rural populations, especially in areas like land records and agricultural
assistance.

 Land Records Management

o Land record digitization helps reduce land disputes, ensures transparency in
ownership, and eases property transactions.
o Platforms like Bhoomi in Karnataka and Bhulekh in various states allow citizens
to view their land records, apply for updates, and check mutation status.
o Digitized land records also assist with faster processing of property-related
grievances and land rights.
 Agricultural Support Services
o E-governance platforms assist farmers in accessing subsidies on seeds, fertilizers,
and equipment.
o Portals like PM-Kisan and Kisan Suvidha provide updates on agricultural
schemes, weather forecasts, and crop advisories.
o Through online grievance portals, farmers can report delays in subsidy
disbursement, quality issues with seeds or fertilizers, and apply for crop insurance
or disaster relief.

3. Police and Security Services

E-governance initiatives in police services provide citizens with easy access to police records,
enable efficient grievance reporting, and streamline the process for obtaining police verification.

 FIR Registration
o Many states offer online FIR registration for non-emergency cases, allowing
people to file complaints without visiting police stations.
o Citizens can track the status of their FIRs through these online platforms,
enhancing accountability and transparency.
o Digital FIR services are provided by state police departments, such as
Maharashtra Police and Delhi Police.
 Lost and Found Services
o Online portals help people report and track lost items or documents (such as ID
cards, certificates, or valuables).
o This service simplifies the recovery process by centralizing reports and providing
a searchable online database.
o Police websites often offer these services, improving convenience and response
time for such cases.

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4. Social Services

Social services under e-governance cover various essential documents and certificates, such as
birth and death certificates, domicile certificates, and school certificates.

 Certificate Issuance
o Digital platforms allow citizens to apply for certificates (e.g., birth, death,
domicile, and marriage certificates) through a single portal.
o States like Maharashtra and Andhra Pradesh offer e-Seva portals to apply, verify,
and download such documents.
o By providing online access to these services, governments reduce paperwork and
improve access to essential records.
 School Certificates and Educational Documents
o E-governance allows students to apply for school certificates, migration
certificates, and marksheets digitally.
o Initiatives like DigiLocker enable students to securely store and retrieve academic
records, making it easier to share with institutions and employers.

5. Public Information Services

E-governance platforms provide information on employment, healthcare, transport, and other

public services.

 Employment Services
o Job portals like the National Career Service (NCS) enable job seekers to search
and apply for jobs, receive career guidance, and participate in skill development
programs.
o E-governance also simplifies the registration and tracking of employment
benefits, helping unemployed individuals access government support.
 Hospital and Healthcare Services
o Online appointment systems for government hospitals allow citizens to book
appointments, access test reports, and avail medical services.
o Ayushman Bharat and Aarogya Setu are key platforms that integrate healthcare
benefits and provide citizens with health-related information and benefits.
 Railway and Transport Information
o Railway services are accessible through platforms like IRCTC, enabling online
ticket booking, PNR status checks, and train schedules.
o E-governance in transportation also supports efficient redressal for issues such as
refunds, cancellations, and ticket amendments.

6. Agricultural Sector

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The agricultural sector benefits significantly from e-governance, especially in terms of resource
access, subsidies, and insurance.

 Subsidies and Schemes

o Platforms like DBT Agriculture manage direct benefit transfers for fertilizers,
seeds, and other inputs.
o Farmers can apply for these subsidies online, track payment status, and raise
grievances if subsidies are delayed or inaccurately calculated.
 Crop Insurance and Financial Aid
o Crop insurance claims can be filed through online portals, making the process
faster and more transparent.
o PM Fasal Bima Yojana (PMFBY) allows farmers to apply for insurance coverage
and track their claims during crop losses.

7. Utility Payments

E-governance streamlines the management of utility services, including bill payments and
service complaints for electricity, water, and telephone services.

 Electricity Services
o Online portals allow users to pay bills, monitor consumption, apply for new
connections, and register complaints about service disruptions.
o State-specific portals like the Maharashtra State Electricity Distribution Company
Limited (MSEDCL) facilitate these services, reducing the need for physical visits
to utility offices.
 Water Services
o Citizens can pay water bills, request new connections, and track water usage
online.
o Complaint portals enable people to report service disruptions, ensuring faster
resolutions.

8. Commercial and Taxation Services

E-governance in commercial services primarily focuses on tax filing, duty payment, and
simplifying compliance processes for businesses.

 Income Tax Filing

o The Income Tax Department offers an e-filing portal for taxpayers to submit their
returns, view outstanding dues, and track refund status.
o Grievance mechanisms allow taxpayers to resolve issues related to incorrect
assessments, refund delays, and PAN issues.
 Customs and Excise Duties

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 o Online portals streamline the filing and payment of customs and excise duties,
allowing importers and exporters to comply with regulations efficiently.
o Complaints related to custom duty payments, penalties, and delays are handled
through these portals, improving transparency in trade operations.
 Goods and Services Tax (GST)
o The GST portal enables businesses to register, file returns, and pay taxes digitally.
o The portal also offers a grievance redressal system for issues related to refunds,
return filing, and compliance, facilitating a smoother business environment.

Governance Infrastructure

To support e-governance, countries invest in infrastructure that ensures digital security, data
protection, and efficient connectivity.

 Digital Identity Verification

o Systems like Aadhaar provide a secure digital identity, enabling e-KYC, online
authentication, and seamless service access across various platforms.
 Internet Connectivity
o Digital infrastructure initiatives, such as BharatNet in India, ensure internet access
in rural and remote areas, fostering inclusivity.
 Interoperability and Data Management
o Interoperability between systems enables government departments to share data
securely, facilitating coordinated responses and cross-departmental service
delivery.

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