Whenever a citizen has to deal with the govt or govt offices, he faces a lot of hassle and kick around between multiple govt departments, forms and officials and a slight uninformed or misguided step will sink the citizen into a deeper pit that he was before. There are of course a lot of unofficial brokers, agents who take care of this if you go through them but since they are unofficial, they are also not available to most people or not known and few of them actually end up misguiding their clients to reek more profit out of the interaction along with the officials at the govt office.
solution:
- Govt will have brokers/agents who will handle all interaction with the govt office and they reach out to the citizen's house/home addres.
- A citizen logs a case with the govt portal, the ticket gets randomly assigned to a govt broker and only a customer can close the ticket or case.
- A govt broker's salary, incentive, performance should only depend on his overall resolved cases, tickets and satisfaction ratio.
- Citizen rates the case/ticket once he closes and he is allowed to change the rating/review within a month, such review should be anonymous and the agent only gets to know whether the citizen rated/reviewed the case/ticket or not and ratings should only add up to the agent's total rating after every 10 ratings, which avoids any identification of the citizen who negatively reviewed the agent.
Example:
- Need to get address changed. Agent will come to my address & get all the documents and get it done
- passport/pan/aadhar needs to get updated
- pension, provident fund from the govt needs to be withdrawn
- get, cancel, modify gas connection
For all incidents, the agent always fixes an online appointment with the citizen. Then an offline appointment with the citizen and the agent should go to the house of the citizen to fetch all documents or get them signed or for anything else and under no circumestances, the citizen will be asked to do anything else apart from signing the documents or providing the documents which he already has and will not be asked to procure docuements from someone or somewhere else. It will be an at home service to the citizen where the citizen never leaves his house/home.
