AAP government launches door step delivery of services, unavailability of phone operators creates hurdles

The Delhi government had started the doorstep delivery of services on September 10th with a promise that any government services, from driving licences to marriage certificates will be delivered to the people at their doorstep. However, according to reports, though the number of calls made is in thousands, only a few hundred appointments have been fixed so far.

While launching the ambitious project Delhi CM Arvind Kejriwal had announced that the people of Delhi can apply for 40 different kinds of documents to be delivered to their homes. The number of documents deliverable is slated to be increased to 100 eventually. People will have to call a number 1076 to fix an appointment after which a mobile ‘Sahayak’ will be assigned to collect the necessary applications with signatures, documents and fees from them. The Sahayak will then submit the documents on the applicant’s behalf and the required document will be sent to the applicant via post. The Sahayak service will be provided for a fee of Rs 50.

On the first day of the service, according to reports, an overwhelming 21,000 calls were received. However, only 369 appointments were fixed. The AAP government has cited heavy call traffic and the lack of required number of operators for the low percentage of fixed appointments. 7 Sahayaks were able to meet applicants and collect applications, the Delhi government has stated.

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However, in his quintessential style, Delhi chief minister Arvind Kejriwal was shocked, if the rumours floating that the BJP tried to sabotage his ambitious project, were true.

For the second day, the Delhi government had stated that it has increased the number of phoneline operators from 40 to 80. However, the unavailability of operators remained an issue on the second day too with only 3472 calls being answered. In two days, only 4578 people were able to actually speak to an operator out of the more than 13,000 people whose calls were answered. The total number of appointments fixed till the end of the second day was reportedly 624 till the Tuesday evening. Government officials have reportedly stated that from Wednesday onwards, the number of operators is being increased to 150.

The project has been outsourced to a private firm called VFS Global by the Delhi government. Though the project had approval of the cabinet since November 2017, Delhi LG Anil Baijal had raised concern over possible security issues and misuse by Sahayaks.


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