e-Governance in Urban Civic Services

Urban-civic-servicesThe government’s National e-Governance Plan has led to multiple e-governance projects being executed in various states at various departments. E-governance has enabled the authorities to service citizens better by making service delivery more efficient, timely and transparent. Civic authorities in rural as well as urban areas have been able to make their services more citizen-friendly under e-governance. Urban civic authorities across the country have been encouraged to adopt e-governance in delivering their services to citizens. Here we’ll look closely at how this is being done.

How this is possible

Information Communication and Technology (ICT) has transformed the way businesses and societies work today. ICT has changed the way urban civic authorities work, thanks to the government’s e-governance initiative focused on eight core areas, namely property tax, B&D certification, payroll and personnel, building plan approval, e-procurement, water and utility payments, SWM, trade licenses, grievance redressal system, project and ward works.
E-governance in an urban body’s administration boosts efficiency and improves service delivery, coupled with cost reduction and bringing transparency. E-governance is being used in diverse public services delivered by urban civic authorities, such as municipalities, municipal corporations and corporations, as the case may be.
Several e-governance initiatives are currently being implemented in urban local bodies across the country. The services are delivered with a citizen-centric orientation and include diverse m-governance measures, such as alert services, interactive services, and management services.

Alert services

Alert services are intended to prompt citizens to pay their various outstanding bills on time as well as to avail the services that are scheduled to be offered. Alert services include those for which SMSs are delivered, including property and professional transactions, birth and death registration, bill payment to vendors and contractors, check return alert, payment reminder services such as property tax, and services that are being scheduled to be offered such as vaccination for infants.

Interactive service

Interactive service involves responding to citizen’s query sent from their registered mobile number. These include property tax due bill, water charges due assessment request, complaint status etc. Citizens have to send their query to a mobile number assigned for the purpose in the designated format.

Management service

The management service encompasses the services that are used for management within the organization. These include daily complaint status SMS to senior level officials, sent at a scheduled time every day to update them, daily income expenditure SMS everyday at a scheduled time etc. The services also include call center services for registering complaints to be sent to the proper officials, checking the status of pending cases, and so on. This ensures prompt communication among the officials, as well as from the designated officials to citizens.


As the size of the urban centers grows, availing government services becomes a frustrating experience for citizens because of the various issues within and outside the government. The e-governance initiatives would help improve the quality and efficiency of services delivered, and would bring transparency.

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