Government Process Re-engineering using IT to simplify and make the government processes more efficient is critical for transformation to make the delivery of government services more effective across various government domains and therefore needs to be implemented by all Ministries/ Departments.
The guiding principles for reforming Government through technology are:
- Form simplification and field reduction – Forms should be made simple and user friendly and only minimum and necessary information should be collected.
- Online applications and tracking - Online applications and tracking of their status should be provided.
- Online repositories - Use of online repositories e.g. for certificates, educational degrees, identity documents, etc. should be mandated so that citizens are not required to submit these documents in physical form.
- Integration of services and platforms – Integration of services and platforms e.g. Aadhaar platform of Unique Identity Authority of India (UIDAI), payment gateway, Mobile Seva platform, sharing of data through open Application Programming Interfaces (API) and middleware such as National and State Service Delivery Gateways (NSDG/SSDG) should be mandated to facilitate integrated and interoperable service delivery to citizens and businesses.
All databases and information should be in electronic form and not manual. The workflow inside government departments and agencies should be automated to enable efficient government processes and also to allow visibility of these processes to citizens. IT should be used to automate, respond and analyze data to identify and resolve persistent problems. These would be largely process improvements.