Background of the Innovation
The communication gap between the administration and people was conceived to be a major factor to address for effective and efficient governance.
The citizens lack due knowledge about which office to approach and which documents
and information to provide when they approach the government administration for
services. There is no clarity to the citizens about the time limit and process-flow related
to their applications. Citizens have to submit the same information repeatedly to the
same or related department. Citizens spend a lot of time and money for aggressive
follow-ups with the department with the hope to expedite the work.
The Administrative staff often receives incomplete applications. This creates a need to
communicate with the applicants about the deficiencies. The administration also has to
spend a lot of energy in handling such follow-ups instead of focusing on the actual work.
As a result, there are delays, lapses, costs and inconveniences to the citizens and loss of
efficiency and undue work pressures for the administrative staff. The senior officers
also lack accurate and updated information on the status of work-in-process and have to
count on information provided by the junior staff.
The gaps between administration and citizens at times is unhealthily filled-up by the
agents and touts leading to inadequate practices and loss of people’s confidence in the
Information and Communication Technology (ICT) has contributed significantly to the
efficiency and effectiveness of the industries and organizations. ICT has also empowered
the customer and service recipient by ensuring better services and good control over the
process of receipt of services.