punjab edistrict application training manualedistrict.punjabgovt.gov.in/eda/downloads...grievance...

Punjab eDistrict Application Training Manual Department of Grievances

Punjab e-District User Manual Department of Grievances

1

Table of Contents

1. Glossary of Terms ............................................................................................................ 3

2. Project Overview ............................................................................................................. 5

2.1. Department and Services under Punjab E-District Project ............................. 5

3. General Information ........................................................................................................ 9

3.1. Tools Required................................................................................................. 9

3.2. Starting your Computer .................................................................................. 9

4. Purpose .......................................................................................................................... 10

5. Scope ............................................................................................................................. 10

6. Getting Started .............................................................................................................. 10

7. Home Page .................................................................................................................... 12

7.1. Quick Links ..................................................................................................... 12

7.2. Department login link ................................................................................... 13

7.3. Status tracker ................................................................................................ 14

8. Grievance Redressal ...................................................................................................... 14

8.1 Suwidha User: Application Submission ......................................................... 14

8.2 Department User ........................................................................................... 18

8.2.1 Public Grievance officer (PGO) Login ................................................... 18

8.2.2 AC (G)/ADC/CMO/DC/DFSO/Sub Divisional Magistrate (SDM)/ Any

other official Login ........................................................................................... 21



2

8.2.4 Assistant Commissioner General {AC (G)} Login .................................. 25

8.2.5 Approving Authority (DC/ADC) ............................................................ 28


8.3 Suwidha User: Delivery of Output ................................................................ 35

9. Disclaimer ...................................................................................................................... 38


3

1. Glossary of Terms

Abbreviation Description

ACG Assistant Commissioner General

ADC Additional Deputy Commissioner

ADO Agriculture Development Officer

AFSO Assistant food and supplies officer

BAO Block Agriculture Officer

CAO Chief Agriculture Officer

CDPO Child development project officer

CMO Chief medical officer

CSC Common Service Center

DC Deputy Commissioner

DCCDPO Dealing Clerk, CDPO (Child development project officer) office

DCDSSO Dealing Clerk, DSSO (District Social Security officer) office

DCEOMC Dealing Clerk, MC (Municipal corporation/committee) office

DRA District Revenue Assistant

DRO District Revenue Officer

DSSO District Social Security officer

e-governance Electronic governance

EOMC Executive officer municipal corporation

FI Food Inspector

G2B Government to Business

G2C Government to Citizen

G2G Government to Government

ICT Information and Communication Technology

MO Medical Officer


4

NOC No objection Certificate

OBC Other Backward Class

PCSDM Pension Clerk, SDM (Sub Divisional Magistrate) Office

PGA Public Grievance Assistant

PIO Public Information Officer

PLA Passport Licensing Assistant

PLC Passport Licensing Clerk

RTI Right to Information

SDM Sub Divisional Magistrate

SC Schedule Caste

SCA Sadar Copying Agency

SDA Sub Divisional Assistant

SMO Senior Medical Officer


5

2. Project Overview

E-District project envisages integrated and seamless delivery of citizen services by district

administration through automation of workflow, backend computerization, data digitization

across participating departments.

Front-ends under the scheme, in the form of citizen facilitation centers, are envisioned to be

built at District, Tehsil, Sub-division and Block levels. Village-level front-ends would be

established through Gram Suwidha Kendra (GSKs) for delivery of services.

The project aims to target high volume delivered at the District level and to undertake back-end

computerization to enable the delivery of citizen services through Common Service Centers in a

systematic way. It further aims to integrate multiple applications, faster processing of public

cases/appeals/grievances, dissemination of information as per public requirement and redesign

the processes for the core services to be delivered through the Common Service Centers.

Services covered under e-district Project in Punjab is as per given below list.

2.1. Department and Services under Punjab E-District Project

Sr. No. Department Name Service Name

1. Department of Personal

Issuance of Residence certificate

(Urban/Rural)

2. Department of Social Welfare

Issuance of Caste(SC/OBC) Certificate

(Urban/Rural)

3. Department of Social Security Old Age Pension (Urban/Rural)

4. Financial Assistance to Dependent Children


6

under 21 years of age (Urban/Rural)

5.

Financial Assistance to disabled Person

(Urban/Rural)

6.

Financial Assistance Scheme to Widow and

Destitute Women below 58 years

(Urban/Rural)

7. Senior Citizen Identity Card

8. Department of Health Issuance of Birth/Death Certificate

9. Addition of name of Child in Birth certificate

10. Corrections in Birth/ Death certificate

11. Delayed registration of Birth/ Death

12. Department of Agriculture

Issuance and renewal of license for sale of

seeds/fertilizers/insecticides

13.

Addition of Godown in seeds/fertilizers

licenses

14.

Issuance of Duplicate agricultural license of

seeds/fertilizers/insecticides

15.

Addition/Deletion of item in license for

Seeds/fertilizers/insecticides

16. Department of Home Issuance of Arm’s license


7

17. Renewal of Arm’s license

18. Duplicate Arm’s license

19. Cancellation of Arm’s license

20. Entry of weapon in Arm’s license

21.

Addition/Deletion of Retainer’s entry in

Arm’s license

22. Extension of Jurisdiction of Arm’s license

23. Addition/Deletion of weapon in Arm’s

license

24. NOC/Permission for sale of weapon

25. Permission for deposit of weapon in death

case

26. Sale/ Transfer of weapon in death case

27. Carry permit of weapon

28. Extension of Cartridges

29. Change of Bore

30. Change of address in Arm’s license

31.

Issuance of Marriageability Certificate

(Under The Special Marriage Act, 1954)


8

32.

Solemnization of Marriage (Under The

Special Marriage Act, 1954)

33.

Registration of Marriage Under The Punjab

Compulsory Registration of Marriage Act,

2012

34.

Registration of Marriage under Special

Marriage Act

35. Department of Food and Civil

Supplies Issuance of Ration Card

36. Modification in Ration Card

37. Issuance of Duplicate Ration Card

38. Issuance of Surrender Certificate

39. Department of Rural

Development and Panchayat Rural Area Certificate

40. Department of Revenue Countersigning of documents

41. Attestation of Document

42. Copying Service

43. Issue of Notices (Revenue Court Case)

44. Listing of Cases (Revenue Court Case)

45. Government Dues & Recovery


9

46. Department of Governance

Reforms Right to information Act (RTI)

47. Department of Grievances Grievance Redressal

3. General Information

3.1. Tools Required

Computer (CPU, Monitor, Keyboard & Mouse)

Network Connection (Internet connectivity/PAWAN connectivity)

Peripherals (Camera, Scanner, Printer ETC)

Browser (Internet Explorer 7.0 & above, and / or Mozilla 3.6 & above)

Uninterrupted Power Supply (UPS)

3.2. Starting your Computer

Following are the steps may be followed to start the computer.

Steps 1: Ensure all cables are connected between the computer, network connection,

Peripherals & UPS

Steps 2: Plug the UPS to the electrical socket

Steps 3: Switch ‘ON’ the electrical socket

Steps 4: Switch ‘ON’ the UPS

Steps 5: Press the (power button) on the computer

Steps 6: Allow the system to boot up

Switch ‘ON’ the UPS only after you have switched ‘ON’ the power socket

Switch ‘ON’ the computer only after you have switched ‘’ON’ the UPS

Switch ‘OFF’ the power socket in there is an electrical spark in the socket


10

Do not start the computer in case the UPS is not fully charged

Do not start the computer in case any of the wires are in contact with water sources

/ moisture

In case you are not sure whether the computer is connected in the right way –

please contact the system engineer/administrator/technical support engineer

4. Purpose

The purpose of this User Manual is to help user in running E-District application. The manual

consist of steps used for registering service request and processing of application request at

different levels using e- district Application.

5. Scope

The scope of this document is to provide Support and Guidance to End Users to access the e-

district application.

6. Getting Started

Following points and guidelines may be referred while accessing the e-district application:

User must have valid username and password

Make relevant and correct entries only

Recheck the entries before clicking on Submit button

Mandatory fields cannot be left blank

Mandatory/Optional documents should be attached as per requirement

Do not make false entries


11

1. To launch E district - ONLINE

a. Double click on the to open the browser

i. The browser will be open with default page or blank page

ii. Enter the URL and press enter button on keyboard

2. User starts with the given steps after opening the internet explorer

STEP 1: Open the Punjab E-District website by typing the below given URL in address bar of

browser

http://edistrict.punjabgovt.gov.in

STEP 2: Choose the language either English or Punjabi from the screen.

Figure 1

http://edistrict.punjabgovt.gov.in/


12

7. Home Page

On the Home page, End-User can access the Status tracker, Quick links, Help etc. These links

can be accessed for various purposes mentioned below:

Figure 2

7.1. Quick Links

Quick links contains following links

i. Home – Link can be used to access the home page.

ii. National e-Governance Plan – Link can be used to get knowledge on NeGP.

iii. E-District – Link can be used to get detail of E-District project.

iv. List of Services – Link can be used to get the list of Services under E-District project.

v. Pilot Districts – List of Pilot District

vi. Documents required – Link can be used to get the list of Documents required under

each service.

vii. Government Orders/Notifications – Link can used to get the Government

orders/notification for respective services.

viii. E-Governance Documents – Link can be used to get the documents for E-Governance.


13

ix. List of Suwidha centers – Link can be used to get the list of Suwidha centers.

x. Tenders/Notices – Link can be used to get detail of Tenders/Notices.

xi. Feedback – Link can be used to post the feedback.

7.2. Department login link

This link can be used for user login which may be suwidha or departmental user. When end

user clicks on this link, Page shall be redirected to department login screen.

Login to Department User

Users can login from this page using login id and password. After login end user shall be

redirected to their respective workbench.

Following are the steps to login into e-district application:

Enter <login-name> in Login name field.

Enter <password> in Password field.

Click on <Login> button.

Figure 3

Login using <Login Name>

and <Password>


14

7.3. Status tracker

End user can check the status of the application by entering the application number.

8. Grievance Redressal

8.1 Suwidha User: Application Submission

Suwidha User can login from this page. After login users shall be redirected to their respective

workbench.

Following are the steps to login into e-district application.



Click on <Login>button.

Click on <Forgot Password>button, if user forgot the password.

Figure 4

Steps:-

1. Login with User Id and Password


and <Password>


15

2. Select the service <Grievance Redressal> under <Grievance and Pension> from the menu

bar in the left.

Figure 5

3. End User click on <Add New> button then below screen shall be displayed.

Figure 6


16

Fill all the details regarding the application request in the application form. Mandatory fields with

asterisk sign “*” should be filled properly. The form is divided into four different sections:

I. General details

II. Service Details

III. Attachments

I. Application Form: General details

All the mandatory fields mentioned in the General Section must be filled like Government

Fees, Suwidha Fees etc.

II. Application Form: Service Details

It is important to select complaint type, Grievance category from dropdown. If end user selects

the option ‘Yes’ for “Have you approached the concerned authority?” then End user have to fill

the details like Authority Approached and Date.

III. Application Form: Attachments

User has to scan the original documents provided by the Citizen/Applicant and attach the

mandatory documents using “Upload Document” link. User can also delete the document using

“Delete Document” link available on the page if wrong document attached.

User must click on <save> button to process the application request after filling all the details in

application form.

NOTE: If Registration of application (Grievance Redressal) received other than Suwidha center.

Following are the steps to registration of the application.

1. If any grievance application being filed with Deputy Commissioner office it shall be sent to

the respective Suwidha Centre for entering details in e-District application.

2. Suwidha operator shall fill up the details with related documents provided by the applicant

in e-district application.


17

3. After filling the details, Suwidha operator submits the application and generates the unique

acknowledgement number.

Note: It is mandatory to fill all the details where asterisk “*” sign is mentioned.

Application no. shall be generated by e-district application after saving the form.

Acknowledgment Receipt

After saving the application form <Application Receipt> link shall be available to print the

acknowledgment receipt. Click the <Application Receipt> link, takes the printout of receipt and

handover to the Applicant.

Acknowledgement receipt may have the details of application like Application No., Date of

Application, Citizen Name, Father Name, Address etc.

Citizen must produce the receipt while receiving the output from Suwidha Centre.

Figure 10


18

8.2 Department User

8.2.1 Public Grievance officer (PGO) Login

E-district Application directs/forwards the application request to PGO account through e-district

application after submission of the application request by the Suwidha User.

Users can login from this page. After login users shall be redirected to their respective

workbench.






Figure 11

PGO checks the Inbox and examines the service request accordingly.


and <Password>


19

Figure 12

PGO can access the application form details using the “Service Name” link. All the details filled

in the form are displayed while selecting the service name link. User checks the application

details from the General, Service details and Attachment sections and takes following actions as

mentioned in “Figure 14” according to service request:

Figure 13

Steps:-

1. Select Department Head from drop down which is mandatory before selecting

action taken.

2. End user (PGO) click on link “Letter to Department” to generate the letter for

Department and End user can also generate reminder letter.

Select an

application

from the list

Select department

head from here


20

Figure 14

Steps:

I. Sends Back to Suwidha/CSC

PGO can forward the application request to Suwidha Centre for any document

deficiency or incomplete information.

Note: Please refer to the section 8.1 for further process.

II. Forward to Department

PGO forwards the application with his/her remarks to concerned Department which is

selected from “Department Head” drop down list by the user. User clicks on

<Save>button after selecting action taken and adding comments/Remarks.

Click <Save> button after taking action and adding Notes. A successful message shall be

displayed after saving the application.

Select appropriate Action from Action Taken

Click <Save>for the

saving the application


21

Case 1: If application request related to actors covered under e-district

Project.

8.2.2 AC (G)/ADC/CMO/DC/DFSO/Sub Divisional Magistrate (SDM)/ Any other official Login

Users can login from this page. After login users shall be redirected to their respective

workbench.






Figure 15

Concern official checks the Inbox and examines the service request accordingly.


and <Password>


22

Figure 16

Concern official can access the application form details using the “Service Name” link. All the

details filled in the form are displayed while selecting the service name link. User checks the

application details from the General, Service details and Attachment sections and takes

following actions as mentioned in “Figure 17” according to service request:

Steps:-

I. Action taken report

Concern official takes action, prepare action taken report and uploads in e-district

application.

II. Send to PGO

Concern official forwards the application with his/her remarks to PGO. User clicks on

<Save> button after selecting action taken and adding comments/Remarks.

Select an

application

from the list


23

Figure 17




PGO can login from this page. After login end user shall be redirected to their respective

workbench.







Click <Save>for the



24

Figure 18


Figure 19






and <Password>

Select an

application

from the list


25

Steps:

I. Send to AC (G)

PGO forward the application with his/her remarks to AC (G). User clicks on


II. Send back to Concerned Department

PGO can also forwards the application request to concerned department for incomplete

information.

Figure 20



8.2.4 Assistant Commissioner General {AC (G)} Login

AC (G) can login from this page. After login end user shall be redirected to their respective

workbench.


Click <Save>for the



26






Figure 21

AC (G) checks the Inbox and examines the service request accordingly.


and <Password>


27

Figure 22

AC (G) can access the application form details using the “Service Name” link. All the details

filled in the form are displayed while selecting the service name link. User checks the

application details from the General, Service details and Attachment sections and takes

following actions as mentioned in “Figure 23” according to service request:

Steps:-

I. Send to DC

AC (G) forwards the application with his/her remarks to Approving authority (DC). User

clicks on <Save>button after selecting action taken and adding comments/Remarks.

II. Send to ADC

AC (G) forwards the application with his/her remarks to ADC. User clicks on


Select an

application

from the list


28

Figure 23



8.2.5 Approving Authority (DC/ADC)

E-district Application directs/forwards the application request to Approving Authority (DC)

account through e-district application after submission of the application request by the AC (G).

Approving authority (DC) enters the Login Name and Password and clicks on Login Link to

access the Workbench.






Click <Save>for the



29


Figure 24

Approving authority checks the Inbox and examines the service request accordingly.

Figure 25


and <Password>

Select an

application

from the list


30

Approving Authority can access the application form details using the “Service Name” link. All the

details filled in the form are displayed while selecting the service name link. User checks the

application details from the General, Service details and Attachment sections and takes following

actions as per service request:

Approving Authority can check the application details and remarks added by the Concern

authorities in the application. Approving Authority has the following options:

I. Approve

Application request can be approved using this option and Approving Authority (DC) has to

sign on the output using Digital Signature after approving the application request.

Note: “For digital signature please refer user manuals for digital signatures”.

II. Reject

Application request can be rejected using this option. Approving Authority (DC) should add

reason for rejection in the remarks field and Click on <Save>button.

III. Send Back to PGO

Approving Authority (DC) can forward the application request to PGO for incomplete

information.


31

Figure 26

Click <Save>button after taking action and adding Notes. A successful message shall be


Case 2: if department is not covered under e-district


E-district Application directs/forwards the application request to PGO account through e-district

application after submission of the application request by the Suwidha User.

Users can login from this page. After login end user shall be redirected to their respective

workbench.







Click <Save>for the



32

Figure 27


Figure 28






and <Password>

Select an

application

from the list


33

Figure 29

Steps:-

1. Select <other> from <Department head> drop down and fills <other department Head

Name>. End user generates the letter to Department.

2. End user forwards the application request manually and updates status on e-district

application. User clicks on <Save> button after selecting action taken and adding

comments/Remarks.

PGO shall receive the Action taken report from concerned department. End user again

accesses the concern application request, attaches the Action taken report and updates

the date of receiving.

Select department

head from here

Type other department

head name Generate letter to

department


34

Figure 30

Steps:-

1. Update <Date of Receiving ATR> and upload <Action Taken Report (ATR)> under

‘Attachment Section’.

2. Send to AC(G)

PGO forwards the application with his/her remarks to AC(G). User clicks on <Save>

button after selecting action taken and adding comments/Remarks.

Note: Please refer to the section 8.2.4 for further process. Further process shall be

followed from section 8.2.4 to 8.2.5.

Update

<Date of

Receiving

ATR> Upload

<ATR>


35

8.3 Suwidha User: Delivery of Output

Suwidha user receives the acknowledgment receipt from Applicant, clicks on the “Status

Tracker” link, enters the application number in the status tracker and checks the status of

application.

Figure 31

Enter the application no. and click on “Go” button.

Case I: In case application request rejected

If application request rejected by Approving Authority, Suwidha user updates the reason for

rejection to Applicant/Citizen.

Case II: In case application request approved

If application request approved by Approving Authority, Then “Hologram number” textbox shall

be appeared and enter hologram number in the textbox and Click on “Submit Button”.

Click on Status Tracker

link to check the status


36

Figure 32

Suwidha user clicks on <Submit> button for getting the printout of output.

Figure 33

Suwidha user may follow the below steps to provide the output to Applicant:

I. Suwidha User takes the printout of output and Action taken Report.

II. Output delivers to the citizen along with Action Taken Report.

Enter Application No.

Click submit

button to

generate the

output.

Click on link for getting

the output/ATR


37

Sample of output

Figure 34


38

9. Disclaimer

User manual is prepared as per the existing process mentioned in Government Orders; however

actual screen shots may vary for few cases and may vary the process in future according to the

changes done by State/Central Government rules time to time.

********************************