Electronic Service Level Agreement (e-SLA)

Project/Organization Name: Electronic Service Level Agreement (e-SLA) 

Initiated by: Department of Information Technology, Govt. of NCT of Delhi

About the project:

‘Electronic Service Level Agreement (e-SLA)’ project monitors the time bound delivery of government services as per provisioning of ‘The Delhi Right of Citizen to Time Bound Delivery of Services Act 2011′. Under this act, every citizen residing in Delhi has the Right to obtain time bound delivery of services. Till now, 116 public services of 24 departments have been covered under the ambit of electronic monitoring system’.

The project envisaged development of a system to monitor the time bound delivery of services as per provisioning of ‘The Delhi Right of Citizen to Time Bound Delivery of Services Act 2011’, Government of NCT of Delhi (GNCTD) has designed and implemented an online monitoring system for the timely delivery of services in Delhi named ‘Electronic Service Level Agreement (e-SLA)’ sys-tem. GNCTD has also enacted the Act to provide the legal strength to the monitoring mechanism. With the help of e-SLA system, a citizen can track the status of application through a web-portal by using a unique application ID provided by the department at time of submission of application.

For some services, the application status can also be tracked through mobile devices. The 116 services of various departments are selected after an interaction and feedback of Citizens of Delhi through ‘Bhagidari platform’. Bhagidari was devised as an appropriate model to interact with citi-zen-groups. The e-SLA monitoring system streamlines service delivery by developing an adequate service delivery monitoring mechanism. It is empowering citizens by creating various tools for making service delivery procedures, citizen friendly.

Scope of case study:

The e-SLA monitoring system was implemented w.e.f. 15th September 2011 with 32 services of 14 departments/organizations. The service is used by Delhi based citizen, Head of the Departments /Secretaries of Departments, Nodal officers of the departments, Competent Authority, Senior Authority etc. The overall scope of this system is as below:

• 13 provincial departments, 2 federal
• departments, 4 local bodies and 3 private companies
• 116 services
• 17 Million Citizens
• Entire Delhi

Value proposition:

• Applications are received, pre-scrutinized and accepted.
• Applicant gets Unique ID for tracking
• Status updated on citizen web portal
• Status tracking thru mobile
• SMS notifications

Characteristics/uniqueness:

In order to monitor the Time bound Delivery of Services, the e-SLA monitoring system was developed.

• The e-SLA monitoring system is sustainable due to its:
  • Scalable and Interoperable Architecture
  • Possible to replicate in other provinces
  • User satisfaction is an aid to sustainability
  • Backing of Law
  • Affordable – No additional charges levied on citizen.
  • Equitable – All segments of society treated equally
  • The e-SLA system has enhanced the satisfaction level of citizen

Learning from the Project :

The setting up of such system and bringing it into practice for all users has not been very easy. The learning from the project are:

• Good monitoring leads to better services delivery
• Departmental automation not a prerequisite for a monitoring system
• Use of open end technology
• Change Management strategies

Issues & Challenges:

The primary challenges the system faced are:

• Awareness and trainings
• Bureaucratic resistance
• Multiplicity of authorities
• Backend integration
• Shortage of officers

Account of the beneficiary: e-SLA monitoring system directly serves 17 million citizens and 63.5 Lac applications received so far.

Project/Organization URL:    https://esla.delhi.gov.in/

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