Title : Delhi Online:Jeevan


The Government of National Capital Territory of Delhi (GNCTD) has taken up an ambitious e-Government initiative with the project Jeevan which seeks to redefine public service delivery. Jeevans focus is on significantly enhancing the quality of services available to the citizen and to enhance the ability of the citizens to interact with the Government on a regular basis with speed, convenience, transparency, certainty and accountability. All services are intended to be provided through a One-Stop-Shop concept with Any-Time-Any-Where facility.

Client Name : Department of Information Technology, Government of National Capital Territory of Delhi (GNCTD)

Client Type : State Government

Start Date : 1st March, 2007

End Date : 30th April, 2008

Project Description

As part of the project, the National Institute for Smart Government (NISG) undertook to provide Consulting services to identify the departments, conceptualize and design the citizen centric services that would be made available through CSCs, NISG have done the need assessment, identified list of prioritized services to be launched through CSCs. Preparation of functional & technical architecture, business mode, RFP for selection of Implementation Agency also part of the consulting services. NISG also supported the GNCTD in evaluating the received bids. The key deliverables of NISG are:

  • Need  Assessment & List of prioritized Services
  • Functional & Technology Architecture
  • SLA Metrics
  • Business Model
  • Delivery Channel Strategy
  • RFP for selection of Implementation Agency
  • Support GNCTD in evaluation of Bids

GNCTD has identified Citizen Service Centers (CSCs) (Single window service delivery channel for Government services) for enabling the citizens and businesses in the state to avail all the Government services at one place. This would be achieved through the deployment of approximately 500 centers and kiosks, where appropriate, throughout Delhi in all the wards.

Project Genesis

Government of India (GoI) has approved the National e-Governance Plan (NeGP) that seeks to lay the foundation for the long term growth of e-Governance in the country. NeGP is aimed at improving the quality, accessibility and effectiveness of Government services to citizens and businesses with the help of Information and Communication Technology (ICT). Considering the nature and scale of the e-Governance initiatives planned under NeGP, the role of the State Governments in managing these initiatives is seen as critical.  The Government of National Capital Territory of Delhi (GNCTD) is keen on expanding the scope and role of e-Governance in the State. GNCTD recognizes the need of the citizens to access anytime anywhere services in an efficient, reliable and transparent manner while at the same time wishes to significantly improve the service delivery capability of the Government. To create wide spread deployment of e-Governance in Delhi, the Department of IT, GNCTD has engaged NISG as consultant for this project.


Single window service delivery physical channels for Government to Citizen (G2C) & Government to Business (G2B) services for ensuring accessibility, convenience, transparency and timeliness in service delivery.


The objectives of Jeevan portal include:

  • To be a single window physical channel at every citizens neighbourhood to provide easier
  • Access to the current and complete Information related to the functions and services provided by GNCTD and its constituent departments to the citizens, businesses and other interested users
  • To educate the citizens and businesses with access to information such as expected service fulfillment timelines for the Government services, business processes, applicable rules and legislations, key points of contact within the Government etc.
  • To empower and educate the citizens, businesses in the State about the schemes offered by the Government, eligibility requirements for availing these benefits & schemes etc.
  • To provide services of Government to all citizens irrespective of demographics, accessible in their locality and social status, overcoming the barriers of digital-divide
  • To enable the Government departments and agencies to focus on their core functions and responsibilities by freeing them from the routine operations like collection of taxes & fees, issuing of certificates etc, and thereby enhance the overall productivity of the administrative machinery
  • To enable the Government departments and agencies to focus on their core functions and responsibilities by freeing them from the routine operations like collection of taxes & fees, issuing of certificates etc. and thereby enhance the overall productivity of the administrative machinery

Stakeholders for the project

The key project stakeholders include the IT Secretary - GNCTD, participating departments of the Government of NCTD, implementation partners including the official bankers selected to provide Citizen services, business houses offering their services and finally citizens of the Delhi & National Capital Territory.

Services provided by the project

The key services currently provided under Jeevan project include:

  • Payment of water, electricity, telephone bills etc as well as receipt of applications for new connections related to such services
  • Payment of Holding tax
  • Issue of birth/death certificates etc.
  • Filing of grievances
  • Issue/renewal of driving licenses
  • Booking of railway and airline tickets
  • Payment of Telephone bills
  • Other B2C services

Implementation detail

The Jeevan project is being implemented on a Build, Own, Operate & Transfer (BOOT) model. In the BOOT model, the IA obtains exclusive rights to finance, build, operate, maintain, manage and collect transaction fees for a period of 6 years to recover his investment. At the end of 6 years, the title to all the equipment of the Jeevan Project, purchased, installed and operated by the IA including the hardware/software will transfer to the GNCTD.
The components of Jeevan projects are - Jeevan Portal, CSCs and Jeevan Data Center. These are interdependent on each other for achieving the overall integrated service delivery objectives.In addition, the project components are required to interoperate with the NIC State Unit to extend the services of the information systems hosted in Data Center to the Citizen Service Centers and other service delivery channels
The CSCs are categorized into three types.Type I and Type II (showcase), centers having a minimum of twelve and five counters respectively. Type III CSCs will have a minimum of one counter. The Type III CSCs are to be operated in a franchisees based model. A three phase strategy is adopted to implement the Jeevan project. In phase I includes the implementation of 45 services from 16 departments within first 16 departments, setting up of Jeevan Data center, operationalizing the Jeevan Portal.  Phase II includes adding of 59 services from rest of the departments, further B2C services after PMU approval. This Phase II includes adding 5 services every month based on requirement, B2C services. 

The CSCs will offer the services all through the year from 8 AM to 8 PM. Citizens can access any service from any center. The citizen centers are designed to handle redundancy, additional load, offline services and disaster recovery. Citizens and business entities can pay in cash or through card/cheque/demand draft. Queues are managed electronically in every center, which has seating space for visitors.
GNCTD selected M/s 3i Infotech as Implementing Agency through tender process.

Current Status

NISG has conducted need assessment of the project, suggested the services that are to be launched through CSC. Also submitted functional Technology Architecture, business model for Jeevan project as part of deliverables. Strategic inputs are given for successful implementation of the project, service level management with IA. NISG assisted GNCTD in evaluation and finalization of Implementing Agency.

The implementation activities of the project are at advance stage. GNCTD is planning to launch Jeevan Project very shortly.

Published On : 11th July, 2013