A Hand Book For Digital Assistant

Commissioner
Panchayat Raj & Rural Development
1 | A Hand Book for Digital Assistants
Government of Andhra Pradesh, Guntur
2 | A Hand Book for Digital Assistants
 A HANDBOOK FOR
DIGITAL ASSISTANTs

Commissioner
Panchayat Raj & Rural Development
Government of Andhra Pradesh, Guntur

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Guidance: Sri. M. Girija Shankar, I.A.S
Commissioner, Panchayat Raj & Rural Development and
Andhra Pradesh Rural Development & Panchayat Raj
Sri. M. Sudhakara Rao
Additional Commissioner, PR&RD and Additional Director
Andhra Pradesh Rural Development & Panchayat Raj
Sri. K. Anand, Principal, Extension Training Center
Samalkot.

Developed By: Smt. S. Padma Rani, Faculty Member,

Extension Training Center, Srikalahasti
Sri V. Sanjeeva Rao & Ch. Bala Vasudhar
Faculty Members, Extension Training Center, Bapatla
Edited &
Designed By: Smt. G. Satyavani, Faculty Member
Extension Training Center, Samalkot

Published By: Commissioner, Panchayat Raj & Rural Development

Year: 2019

Copies: 15000

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 CONTENT
1. Introduction 10
2. Village Secretariat System (VSS) 12
2.1 Need for Village Secretariat System
2.2 Objectives
3. Structure of Village Secretariat System 15
3.1 Area of operation of functional assistants
3.1.1 Rural Areas (Other than Agency Areas)
3.1.2 Hilly & Tribal Areas
4. Village Secretariat – Front Office 18
4.1 Front Office
4.2 Facilities for the Staff at Front Office
5. Job chart of Digital Assistant 20
5.1 General Job Chart for the Village Secretariat Functionaries
5.2 Specific Job Chart for the Gr-VI (Digital Assistant)
6. Soft Skills for Digital Assistants 26
6.1 What are Soft Skills?
6.2 Important Soft Skills
6.2.1 Clear Communication
6.2.2 Listening Skills
6.2.3 Self Control
6.2.4 Positive Attitude
6.2.5 Assertiveness
6.2.6 Conflict Resolution
6.2.7 Empathy
6.2.8 Depersonalization
6.2.9 Taking Responsibility
6.2.10 Sense of Humour
7. Introduction to e-Government and Governance Concepts 32
7.1 e-Governance

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 7.1.1 Scope of E-Governance
7.1.2 Objectives of E-Governance
7.1.3 Advantages of E-Governance
7.1.4 Disadvantages of E-Governance
7.2 Real Time Governance System (RTGS)
7.3 Good Governance
8. Basic Concepts, Operation & Maintenance., of IT resources 39
8.1 The Computer System
8.2 Hardware (PCs/ Printers/ Modems/ Routers etc.,)
8.3 Software (MS Office, Antivirus etc.,)
8.3.1 Microsoft Office
8.3.2 Antivirus
8.4 Networking (LAN/ WAN/ Internet etc.,)
8.5 e-Communication mechanisms
8.6 Develop & Maintenance of Database (Access)
8.7 Backup Devices & Maintenance of Data
9. Overview of Government Programmes/ Schemes 57
9.1 State Websites/ Portals/ Apps
9.2 Central Websites/ Portals/ Apps
10 Introduction to Financial Management Systems (PFMS) 99
10.1 Public Finance Management System (PFMS)
10.2 Comprehensive Financial Management System (CFMS)
10.3 PRIA Soft
10.4 Cashless Transactions- Direct Beneficiary Transfer (DBT)
11 National e-Governance Plan (Mission) 121
11.1 Status of Mission Mode Projects
11.2 The Core Mission Mode Projects
11.3 e- Panchayat
11.4 PES Applications
12 Introduction to Real Time Systems 132
12.1 Cloud Computing
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 12.2 Internet of Things (IoT) etc.,
13 Objective and role of line departments in VSS 139
13.1 Overview on line department applications
(online/ Mobile Apps)
14 E-Office Application 155
14.1 e-file Modules
15 Grievance Redressal & Monitoring System 163
15.1 Rights of Aggrieved Person
15.2 Mandatory Principles for Public Grievance Redressal Mechanism
16 Management of Information System (MIS) 166
16.1 MIS – Definition and Concept
16.2 Essential Requirement of an Effective MIS
16.3 Organizing Data

List of Boxes

1. Subjects Listed in 11 th Schedule 12

2. The Core Mission Mode Projects 123
3. Applications Developed Under e-Panchayat Mission Mode Project 125

List of Figures

1. Village Secretariat and Line Departments 16

2. Departmental Organogram 17
3. Important Soft Skills 26
4. E-Governance Model 32
5. Basic Features of Good Governance 38
6. A Computer Process 40
7. PRIA Soft Stakeholders 106
8. Gram Panchayat and Role of Line Departments 139
9. Flowchart of e-Office 162
10. Village Secretariat Grievance Redressal Process 163
11. Structure of MIS 167

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 ABBREVIATIONS

AEPS Aadhar Enabled Payment System

ATM Any Time Money
BC Business Correspondent
CFMS Comprehensive Financial Management System
CPU Central Processing Unit
CRS Civil Registration System
CSC Common Service Center
DBT Direct Beneficiary Transfer
DBMS Data Base Management System
DD Demand Draft
DSC Digital Signature Certificate
EAT Expenditure, Advance, Transfer
ECS Electronic Clearance System
FGI Family Grievance Information
FO Front Office
GP Gram Panchayat
GPDP Gram Panchayat Development Plan
GPRS General Packet Radio Service
GPS Global Positioning System
ICT Information and Communication Technology
IMPS Immediate Payment Service
IOT Internet of Things
JSA Jala Shakti Abhiyan
KYC Know Your Customer
LAN Local Area Network
LED Light Emitting Diode
MAN Metropolitan Area Network
MIS Management of Information System
MMP Mission Mode Project

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NeGP National E-Governance Plan
NEFT National Electronic Fund Transfer
NIC National Informatics Center
NPCI National Payments Corporation of India
OS Operating System
PCB Printed Circuit Board
PES Panchayat Enterprise Suite
PFMS Public Finance Management System
PIA Project Implementing Agency
POS Point of Sale
PRIs Panchayat Raj Institutions
PRIA Soft Panchayat Raj Institutions Accounting Software
OTP One Time Password
QM Quality Management
RAM Random Access Memory
RLB Rural Local Bodies
ROM Read Only Memory
RTGS Real Time Governance System
RTGS Real Time Gross Settlement
SAN Storage Area Network
SMS Short Messaging Service
SWAN State Wide Area Network
TCS Tata Consultancy Services
ULB Urban Local Bodies
UPI Unified Payment Interface
USSD Unstructured Supplementary Service Data
VSS Village Secretariat System
WAN Wide Area Network

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 1. INTRODUCTION
Information and Communication Technologies (ICTs) play a key role in
development & Economic growth of Rural India. Political, Cultural, Socio-
economic Developmental & Behavioral decisions today rest on the ability to
access, gather, analyze and utilize Information and Knowledge. ICT is the
conduits that transmit information and knowledge to individual to widen their
choices for Economic and social empowerment.
Government of Andhra Pradesh is having an ambitious objective of
transforming the citizen-government interaction at all levels to by the electronic
mode (e-Governance) by 2020. A successful ICT application in e-Governance
giving one-stop solutions for rural community is the need of the hour. ICT is
crafted to enable the Electronic Governance through wireless communication,
thus it’s integrally interlinked and knitted.
Rural e-Governance applications implemented in the recent few years have
been demonstrating the importance of Information and Communication
Technologies (ICT) in the concerned areas of rural development. Indeed, some of
the schemes introduced in rural India have improved the government services
immensely. ICT being a significant instrument in E-Governance and Rural
Development, appropriate mechanism is mandatory for proper functioning.
E-governance services through ICT acts in speeding up the flow of
information and knowledge between government and citizens and transforming
the way in which governments and citizens interact. In the present century, the
advancements in Information and Communication Technologies (ICTs) are
changing the various components of human life. The changes in the ICTs have
brought a positive impact in the process of public service delivery and socio-
economic structure of communities.
Digitization refers to creating a digital representation of physical objects.
For instance, we scan a paper document save it as a digital document (e.g., PDF).
In other words, digitization is about converting something non-digital into a

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digital representation or artifact. Computer systems can then use it for various
use cases.
Digital governance is an upcoming trend everywhere. Digital governance
is a clear-cut procedure wherein accountability is established for digital strategy,
implementation and policy formulation. Certain standards of protocols shall be
stated clearly for proper service delivery to the public. When a Government
digital service methodology is properly implemented, it helps in streamlining
development and takes out confusion and chaos in the day to day administration
of the government where people are primarily involved. Day to day management
of affairs digitally is also known as e-governance.
ICT contributes in providing the transactional services for the rural people
with the benefit of time and cost savings in obtaining the public services with
efficiency and effectiveness and it also examines changes in agricultural
productivity and improved quality of life due to the ICT services.
ICT contributes in providing the transactional services for the rural people
with the benefit of time and cost savings in obtaining the public services with
efficiency and effectiveness and it also examines changes in agricultural
productivity and improved quality of life due to the ICT services.
The efficiency of the village secretariat depends largely on evolution of
adequate processes and procedures and the ability of its employees to follow
them. Accordingly, the efficiency of persons handling secretarial work in a local
government can be judged by their ability to dispose of matters – mostly receipts,
cases etc. with speed and quality, following the procedures prescribed for the
purpose. It is, therefore, necessary, in each case, to keep appropriate record not
only of what has been done but also of why it was so done.
This Manual is intended to promote and institutionalize the principles of
digital good governance based on participatory administration, collective
decision making and also through the Quality Management (QM) principles.

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 2. VILLAGE SECRETARIAT SYSTEM
Article 243G vests powers in the State Legislatures to endow Panchayats
with such powers and authority to function as institutions of self-government.
As per the 73rd Amendment, AP Government enacted AP Panchayat Raj Act
1994.The Act provides for (i) the creation of three tier system of PRIs - gram
panchayat at the village level, Mandal Parishad at the intermediate level and Zilla
Panchayat at the district level, with required powers and functions contained in
Schedule XI of the Constitution. Panchayats are responsible for preparation of
plans and their execution for economic development and social justice related to
29 subjects.
Box. No. 1 Subjects Listed in 11th Schedule
1. Agriculture, including 13. Roads, culverts, 20. Women and child
agricultural extension bridges, ferries, development
2. Land improvement, waterways and other 21. Social welfare,
implementation of land means of including welfare of
reforms, land communication the handicapped and
consolidation 14. Rural electrification, mentally retarded
and soil conservation including 22. Welfare of the weaker
3. Animal husbandry, distribution of sections, and in
dairying and poultry electricity particular, of the
4. Fisheries 15. Poverty alleviation Scheduled Castes and
5. Fuel and fodder Programme the Scheduled Tribes
6. Markets and fairs 16. Education, including 23. Public distribution
7. Minor irrigation, water primary and system
management and secondary schools 24. Maintenance of
watershed development 17. Technical training community assets
8. Small scale industries and vocational 25. Social forestry and
including food education farm forestry
processing industries 18. Adult and non- 26. Minor forest produce
formal education

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9. Khadi, village and 19. Health & sanitation, 27. Non-conventional
cottage industries including hospitals, energy sources
10. Rural housing primary health 28. Libraries
11. Drinking water centers & 29. Cultural activities
12. Family welfare dispensaries

The Hon’ble Chief Minister on number of occasions has declared that the
Government is committed to revamp delivery systems in the State with an aim
to improve living standards of the people through the concept of
NAVARATHNALU as core theme of governance. To achieve this objective,
Government would establish a system of Village Secretariats consisting of
required functional assistants to strengthen Gram panchayats and provide
services for every 2000 population in the state.

2.1 Need for Village Secretariat System

• Restructuring the delivery systems to function as an effective mechanism
to deliver services.
• A strong & workable channel for implementation of NAVARATHNALU
• Transparency and accountability in delivery of government services to the
citizens
• Ensure convergence among departments providing services at village level.
2.2 Objectives:
• To provide various Government / other services at the door steps of
Citizens through single window system and ensure delivery of
Navarathnalu.
• Enable convergence of all line departments that provide services at the
Village level
• Preparation and timely implementation of village plans.
• Mapping the field level functionaries with clearly specified roles making
them accountable to Gram Panchayats/Gram Sabha with a well-defined
Citizen Charter.

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 • Integrate the institution of village volunteers with village secretariat
system enabling them to provide citizen services efficiently.
The Government Order No. 110 dated. 19.07.2019 of the Panchayat Raj &
Rural Development Department witnessed a paradigm shift in the administrative
system of the Village Secretariat (Grama Panchayat) Offices in the State. Unlike
other Government offices, it is the headquarters of a Local Government, where a
Panchayat Secretary is the Executive Authority. The Panchayat (Village
Secretariat), being a body corporate as per Section 4(3) of the Andhra Pradesh
Panchayat Raj Act, 1994 (Act. 13 of 1994) is entrusted with the responsibility in
administration relating to local governance.

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 3. STRUCTURE OF VILLAGE SECRETARIAT SYSTEM
The office of Gram Panchayat will be termed as “Village Secretariat”. Each
Village Secretariat will be provided with a Panchayat Secretary who functions as
the Secretary/convener of the Village Secretariat. The Village secretariat
consisting of Panchayat Secretary & functional assistants shall be responsible
to aid & assist Gram Panchayat(s) in performing its functions, while preserving
the autonomy of Gram Panchayats. Subject to administrative convenience,
Functional Assistants working under a Village Secretariat, may cater to the
needs of two or more contiguous Village Secretariats. The Village secretariats
shall have such number of functional assistants working under the supervision
of the Gram Panchayat. All the functionaries at the Village Secretariat shall act
as an integrated workforce to deliver multiple services.
3.1 Area of operation of Functional assistants
Population unit of about 2000 persons is taken as the base, for provision
of services by one team of functional assistants.
3.1.1 Rural areas (other than Agency areas)
a. If a Gram panchayat (GP) population is more than 2,000 and less than
4000, the entire GP is considered as one unit and one team of functional
assistants will be provided.
b. In the case of smaller GPs having less than 2000 population, one team of
functional assistants will provide services for one or more Gram
panchayats, to cater to the needs of population of about 2000, for
administrative convenience.
c. In larger Gram Panchayats, additional teams of functional assistants will
be provided in proportion to the population.
d. Wherever additional teams of functional assistants are proposed in larger
Gram Panchayats, the area of operation of additional teams as far as
possible will be co-terminus with revenue villages, to enable effective
provision of services by Revenue and Survey departments.

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 3.1.2 Hilly & Tribal areas
In hilly and tribal areas while deploying a team of functional assistants to
one or more smaller Village Secretariats, distance and hilly tracts shall be
considered and wherever required, population norm of 2000 shall be relaxed, to
enable effective delivery of services to tribal population.

VILLAGE SECRETARIAT& LINE DEPARTMENTS

Figure - 1

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Figure - 2 DEPARTMENT Panchayat Raj and Rural Development Department
ORGANOGRAM

State Principal Secretary Secretary

Level Panchayat Raj & Rural Water
Rural Development Supply

HOD Commissioner Engineer in Engineer in

ZPP elected PR&RD Chief (PR) Chief (RWS)
body headed
by Chair
Person assisted Chief District
District Project SE SE
by Standing Executive Panchayat
Level Director PR RWS
Committees Officer Officer

MPP elected
Mandal body headed Mandal Divisional EE
Development Officer
EE
Level by President Panchayat Officer RWS
PR
assisted by
Members
EO (PR&RD)

GP elected
Gram body headed Panchayat
Panchayat by Sarpanch Secretary/ DDO
Level assisted by Veterinary/ Mahila Police
Standing Energy Survey and Women &
VRO ANM Fisheries
Committees Assistant Assistant Child
Assistant
Welfare
Agriculture/ Welfare &
Engineering Digital
Horticulture Education
17 | A Hand Book for Digital Assistants Assistant MPEOs Assistant
Assistant
 4. VILLAGE SECRETARIAT – FRONT OFFICE
4.1 Front Office
a) The Front Office counter shall be arranged in front of the Village
Secretariat office, approachable to all conveniently.
b) The functions of Front Office (FO) includes:
1. Receipt of applications, Tappals, and cash/cheque/DD
2. Delivery of service,
3. Disbursement of cash,
4. Reception cum information counter to the public, etc.
c) The Front Office shall function as a people-friendly enquiry counter and
single window service delivery point.
d) This system shall be for ensuring delivery of service on the principle of
'first cum first serve”. without any third-party agency ship
e) The applications received shall be subjected to preliminary scrutiny with
the help of a checklist by the Digital Assistant.
f) The Digital Assistant shall be personally responsible for receipt of faultless
applications with respect to prescribed format, authentication, affixing
Court fee stamp, availability of necessary documents, remittance of
required application fee etc. to avoid hurdles in service delivery.
g) A bound copy of the Check list on service delivery as approved by
Government shall be kept in Front Office and all staff personnel deputed
to duty in Front Office shall be well versed with the contents of the check
list and it shall be referred on accepting applications in Front Office.
h) The Panchayat Secretary, through Office Order shall entrust staff on duty
in the Front Office on a daily rotation /term basis. They shall include
Digital Assistant.
i) The Front Office Staff shall address the citizen as 'sir/madam' during the
course of interaction and shall be polite and courteous.
 j) To ensure effective functioning of Front Office, Functional Assistants shall
be put in charge in Front Office only after giving them training on
checklists, communication skills and etiquette on polite behaviour.
k) The Digital Assistant shall provide information to the citizens on enquiry
on application formats, how they are filled up, enclosures required, fees to
be remitted and office procedures.
4.2 Facilities for the Staff at Front Office
i. The following facilities shall be made available to the staff on duty for the
smooth and effective functioning of the Front Office.
a) Table, Chair, Shelf, Cabin, Cash box and all necessary office
stationeries
b) Registration cum Distribution Register, Front Office Diary, Front Office
Duty Register, Form Issue Register, Message Book, various application
forms and required Rubber stamps.
c) Copies of Andhra Pradesh Panchayat Raj Act and Rules, Citizens’
Charter of the Grama Panchayats.
d) Computer deployed with the relevant software for the Front Office and
having VPN/SWAN connectivity and connected to Main Office through
Local Area Network.
e) Information diary with address and telephone numbers of all elected
representatives, Officials, Functional Assistants, AASHA workers,
Anganwadi Teachers, Functional committee members, important
institutions functioning in the Grama Panchayat area and in the
District, District Level Offices of various departments, Panchayat
Commissionerate, Government and Grievance Redressal forums such
as Ombudsman and Tribunal for Local Self Government Institutions
etc.
f) Office Orders and Work Distribution Chart.
g) Tax Receipts, and Computer stationery
Arrangement of the facilities shall be reviewed by the Panchayat Secretary, every
week and shortfalls if any shall be rectified timely.
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 5. JOB CHART OF DIGITAL ASSISTANT
(G. O. Ms. No. 150 PR&RD (Mdl. I) Dept. Dated. 30.09.2019)

5.1 General Job Chart for the Village Secretariat Functionaries:

1. The Village Secretariat shall function as…
a. An effective mechanism to deliver services at door step.
b. A strong & workable channel for implementation of NAVARATHNALU.
c. A mechanism for Transparency and accountability in delivery of
government services to the citizens.
d. A unit of convergence among departments for providing services at
village level.
2. The office of Gram Panchayat will be termed as “Village Secretariat”.
3. All the Village Secretariat Functionaries are also the employees of the Local
Government and are responsible to the Gram Panchayat.
4. All the Village Secretariat Functionaries shall attend the office daily, duly
following the specified office timings and they shall plan their day to day
activities in a meticulous way to fulfil the administration needs as well as field
work. If necessary, they shall plan the filed visits in such a way (early
morning/ late evening) keeping in view the importance of the
responsibility/duty/task and also availability of the beneficiaries/ target
group at household/ community level.
5. The prime duty of the Village Secretariat Functionaries is to provide various
Government / other services at the door steps of Citizens and ensure effective
delivery of Navarathnalu in transparent and corruption free manner.
6. The Panchayat Secretary of each Village Secretariat shall function as the
Secretary/convener to the Village Secretariat.
7. Functional assistants shall cross check and verify the sector wise needs/
beneficiaries/ problems of the households identified by the Village Volunteers
and shall take appropriate remedial steps.
8. The Panchayat Secretary & functional assistants shall aid & assist Gram
Panchayat in performing its functions.

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 9. The Functional Assistants of line departments will function as per the job
chart provided by their respective line departments and also report to the
Gram Panchayat.
10. All the Village Secretariat Functionaries should maintain a diary of work done
every day to be reviewed by various Authorities.
11. The functional assistants of Village Secretariat shall participate in Gram
Panchayat meetings and Gram Sabhas to enable convergence of their
functioning at Gram Panchayat level.
12. Village secretariats shall assist in preparation of Gram Panchayat
Development plans on the subjects delegated to them from time to time, as
per the prescribed procedure.
13. The functionaries of the village secretariat shall prepare integrated annual
plans using the PRA (Participatory Rural Appraisal) techniques, duly
capturing the felt needs & aspirations of the people, as per the prescribed
procedure.
14. Village Secretariats shall endeavor to provide services pertaining to the
subjects delegated to them from time to time, as per well-defined citizen
charter.
15. The Village Secretariat shall function according to prescribed business rules
and office procedures.
16. All the Village Secretariat Functional Assistants in coordination and with
convergence shall, inter alia, ensure the implementation of following
enactments in the Local Government area:
• Protection of Government/ Gram Panchayat Properties
• Prevention of Food Adulteration Act, 1956
• Immoral Traffic (Prevention) Act, 1956
• Weights and Measures Act, 1976.
• Child Labour (Prohibition & Regulation) Act, 1986
• WALTA Act 2004 ¾ Domestic Violence Act, 2005
• The Prohibition of Child Marriage Act 2006

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 • Liquor Policy of Andhra Pradesh
• AP Panchayat Raj Act 1994
17. All the Village Secretariat Functionaries shall follow up action on the
grievances received under ‘Spandana’ and otherwise at GP level.
18. All the Village Secretariat Functionaries shall reside stay in the jurisdiction
of the village secretariat in which they have been posted.
19. The functionaries recruited initially will be on probation for a period of two
years at a consolidated stipend of Rs. 15,000/- per month. There after the
concerned Departments will take necessary action as per service rules in force
for confirming the probation.
20. The performance of the Functional Assistants shall be reviewed periodically
by the Mandal/District level officers concerned and they will periodically
submit the performance appraisal reports.
21. The Functional Assistants shall converge their functioning with Village
Secretariats keeping proper linkages with other departments, to act as a
single unit of administration. Organic links must be established among
various Departments and institutions.
22. The Functional Assistants shall apply for the Casual leave to the Sarpanch of
the Gram Panchayat.
23. The Functional Assistants shall be responsible to their regular Supervisory
Officers of the concerned line Departments in technical aspects.
24. In the event of transfer / suspension / removal / dismissal / retirement or
proceeding on leave other than casual leave, the functional assistants shall
hand over all the accounts, registers, records and the like to the person duly
appointed by the competent authority or authorized to take charge on his/her
behalf.
25. Each Functional assistant shall maintain and be the custodians of the
department specific records. They shall submit the records to the Gram
Panchayat as well as to the respective departments for verification/
Inspection/ Audit on intimation or request.

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26. All the Village Secretariat Functionaries shall accompany the higher
authorities concerned during the field inspections.
27. All the Village Secretariat Functionaries shall attend any other work as
entrusted by the competent authorities from time to time.
5.2 Specific Job Chart for the (Pan. Sec - Gr-VI) Digital Assistant:
Job chart of Panchayat Secretary Gr-VI (Digital Assistant) specifically includes
all the following functions, in addition to the general functions of Village
Secretariat functionaries as listed above.
1. He/ She is the Nodal officer for all IT related activities/ digitalization etc., at
the Village Secretariat.
2. He/ She shall coordinate and work in convergence with all Village Secretariat
functionaries
3. He/ She shall computerize the household data collected by all the village
volunteers in the village secretariat area and sort out the needs/
beneficiaries/ problems sector wise and circulate the same to the Panchayat
Secretary, who in turn will inform the concerned function assistant of Village
Secretariat.
4. He/ She shall act as in-charge of the Front Office, i.e. CSC/ Mee –
Seva/Spandana Counters.
a. The functions of Front Office (FO) includes: 1. Receipt of applications,
Tappals, and cash/cheque/DD 2. Delivery of service/Documents benefits
to the beneficiaries. 3. Reception cum information counter to the public,
etc.
b. The Front Office shall function as a people-friendly enquiry counter and
single window service delivery point.
c. This system shall be for ensuring delivery of service on the principle of
“first cum first serve” without any third-party agency ship.
d. The applications received shall be subjected to preliminary scrutiny with
the help of a prescribed checklist by the Digital Assistant.
e. The Digital Assistant shall be personally responsible for receipt of faultless
applications with respect to prescribed format, authentication, affixing
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 Court fee stamp, availability of necessary documents, remittance of
required application fee etc. to avoid hurdles in service delivery.
f. A bound copy of the Check list on service delivery as approved by
Government shall be kept in Front Office and all staff personnel deputed
to duty in Front Office shall be well versed with the contents of the check
list and it shall be referred on accepting applications in Front Office.
g. The Panchayat Secretary, through Office Order shall entrust staff on duty
in the Front Office on a daily rotation /term basis. They shall include
Digital Assistant also.
h. The Front Office counter shall be arranged in front of the VS office,
approachable to all the public conveniently.
i. The Front Office Staff shall address the citizen in decent manner during
the course of interaction and shall be polite and courteous.
j. To ensure effective functioning of Front Office, the in-charge shall be put
in Front Office only after giving them training on checklists,
communication skills and etiquette on polite behaviour.
k. The Digital Assistant shall provide information to the citizens on enquiry
on application formats, how they are filled up, enclosures required, fees to
be remitted and office procedures.
5. He/ She shall manage and maintain (MIS) the data base of the Village
Secretariat and update the information from time to time.
6. He/ She shall be the O&M manager for all the Mobile applications, Tabs,
Computer systems and internet connectivity in the Village Secretariat.
7. He/ She shall ensure digital services to the public effectively that are provided
mandatorily by the Local Government like Birth & Death, Property Valuation,
Tax Demand etc.,
8. Management of data related to the Local Government in all the Panchayat
Enterprise Suite (PES) Applications will be the responsibility of the Digital
Assistant.
9. He/ She shall maintain the online accounts in the softwares like PRIA Soft,
PFMS and CFMS under the supervision of the Panchayat Secretary.
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10. Upload the approved GPDP in the Plan Plus software.
11. Track the Physical and Financial status of the works taken up from GPDP.
12. In coordination with Panchayat Secretary, Village Surveyor and VRO, he/ she
shall capture the details of the movable and immovable properties of the
Government.
13. He/ She shall maintain the web page of the Local Government under the
National Panchayat Portal and shall provide information to the public time to
time.
14. Manage routine office activities such as file maintenance disposal of official
correspondence matters in a time bound manner etc.
15. He/ She shall create awareness to the public on Direct Beneficiary Transfers
(DBT) and enable them to make cashless transactions and also on the ease
and transparency of digital services
16. Support to the Village Secretariat in their day to day operations.
17. The Digital Assistant shall act as service provider at Village Secretariat, which
shall work as a Common Service Center (CSC)/ Mee-seva/Spandana Center
and shall manage it effectively.
18. He/ She shall be in-charge of the front office in taking applications/
grievances from volunteers/ public and forward the same to the concerned
functional assistant for redressal.
19. The Digital Assistant shall attend any other work as entrusted by the
competent authorities from time to time.

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 6 SOFT SKILLS FOR DIGITAL ASSISTANTS
6.1 What are soft skills?
“Soft skills are non-technical skills, abilities, traits and attitude required to
function” in a specific employment environment to:
• Deliver information or service to citizen and co-workers;
• Work efficiently as a team member of a team;
• Learn or acquire the technical skills necessary to perform task;
• Inspire the confidence of the supervisors and management;
• Understand and adapt to cultural norms of the work place.
6.2 Important Soft Skills
Figure - 3

6.2.1 Clear Communication

Clear Communication is most important ability in development sector. It is a
sign for confidence on self and subject. Communication comes in many forms:
• verbal (sounds, language, and tone of voice)
• aural (listening and hearing)
• non-verbal (facial expressions, body language, and posture)
• written (journals, emails, blogs, and text messages)

26 | A Hand Book for Digital Assistants

 • visual (signs, symbols, and pictures)
Oral communication skill includes both abilities to listen well and communicate
well, embracing the ability to give and understand instructions and to
communicate in ways appropriate to the situation and the audience.
Enunciating, speaking loudly enough, and employing an upbeat tone will help
you communicate clearly and positively with your clients. These skills are
essential in phone communication as well. If you write or email with applicants/
public, be sure to use proper grammar and spelling and choose words and
phrases that convey a similarly upbeat attitude.
• Positivity
• Emotional Intelligence
Why you need it: Both written and verbal communication skills are of utmost
importance in the workplace because they set the tone for how people perceive
you. They also improve your chances of building relationships with co-workers.
Communication skills boost your performance because they help you to extract
clear expectations from public, so that you can deliver excellent work.
6.2.2. Listening Skills
Listening is the ability to accurately receive and interpret messages in the
communication process. Listening is key to all effective communication. Without
the ability to listen effectively, messages are easily misunderstood. As a result,
communication breaks down and the sender of the message can easily become
frustrated or irritated.
“Listening is Not the Same as Hearing” - Hearing refers to the sounds that
enter your ears. It is a physical process that, provided you do not have any
hearing problems, happens automatically.
Listening means paying attention not only to the story, but how it is told,
the use of language and voice, and how the other person uses his or her body. In
other words, it means being aware of both verbal and non-verbal messages. Your
ability to listen effectively depends on the degree to which you perceive and
understand these messages. Listening is not a passive process. In fact, the
listener can, and should, be at least as engaged in the process as the speaker.
27 | A Hand Book for Digital Assistants
The phrase ‘active listening’ is used to describe this process of being fully
involved.
An important aspect of public
service is simply making the person feel
heard. When you're talking on the phone,
don't interrupt customers, and carefully
respond to all of their questions.
• Nonverbal Communication
• Open-mindedness
• Courtesy
• Insightful Questions
6.2.3 Self Control
Self-control, an aspect of inhibitory control, is the ability to regulate one's
emotions, thoughts, and behavior in the face of temptations and impulses. As
an executive function, self-control is a cognitive process that is necessary for
regulating one's behavior in order to achieve specific goals.
Patience and self-control will keep you from getting upset and saying something
inappropriate. Remember to try not to take it personally when the customer is
upset. When the customer is angry, it's even
more important to stay calm and try to tone
down the conversation.
• Problem Sensitivity
• Bearing
• Patience
• Stress Tolerance
• Focus

28 | A Hand Book for Digital Assistants

6.2.4 Positive Attitude
A positive attitude is a mindset that helps you to see and recognize various
opportunities. Positive attitude means positive thinking. It is optimism and
maintaining a positive mindset. It is a mental attitude that focuses on the bright
side of life. It is a mindset that uses the words, “I can”, and “it is possible”. A
positive attitude goes a long way in public service.
• Bearing
• Emotional Intelligence
• Vocal Tone
• Encouragement
• Adaptability
• Proactive

6.2.5 Assertiveness
Assertiveness is a skill regularly referred to in social and communication skills
training. Being assertive means being able to stand up for your own or other
people's rights in a calm and positive way, without being either aggressive, or
passively accepting 'wrong'. By speaking in a strong, steady voice, asking direct
questions, and keeping track of
what you need to do, you will convey
confidence without being
aggressive.
• Confidence
• Bearing
• Versatility
• Quick Thinking
• Articulate
6.2.6 Conflict Resolution
Conflict resolution is a way for two or more parties to find a peaceful solution to
a disagreement among them. The disagreement may be personal, financial,

29 | A Hand Book for Digital Assistants

political, or emotional. When a dispute arises, often the best course of action is
negotiation to resolve the disagreement.
Conflict resolution skill includes:
• Mediation
• Facilitation
• Accountability
• Negotiation
• Diplomacy
• Emotional Intelligence

6.2.7 Empathy
Empathy is the capacity to understand or feel what another person is
experiencing from within their frame of reference, that is, the capacity to place
oneself in another's position.
Definitions of empathy encompass a
broad range of emotional states.
Empathy facilitates prosocial or
helping behaviors that come from
within, rather than being forced, so
that people behave in a more
compassionate manner.

6.2.8 Depersonalization
People want to feel understood and appreciated. A simple “I understand” or “I
know how you feel” can make the person feel understood and appreciated. Public
want you to focus on helping them.
• Stress Tolerance
• Bearing
• Leadership
• Identity
• Emotional Stability

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6.2.9 Taking Responsibility
This is a big part of working in public service, and that includes being able to
say, “I’m sorry,” whether it’s for a late
response or the poor quality of a service.
You have to be able to sincerely apologize
to an applicant on behalf of your
organization even when the problem was
not your fault. Hearing an apology almost
always make another feel better.
• Approachability
• Humility
• Active Listening
• Repeating the Words Back to Them
• Empathy
• Integrity
6.2.10. A Sense of Humour
This can make a potentially stressful public service interaction more enjoyable.
If any person cracks a silly joke, she/ he will appreciate it if you chuckle along
with her/ him. However, make sure you are never laughing at the public, such
as when they make a mistake or have
trouble with something. Instead, laugh
along with the public.
• Problem Sensitivity
• Social Skills
• Imagination
• Stress Tolerance

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 7 INTRODUCTION TO E-GOVERNMENT AND
E-GOVERNANCE CONCEPTS
e-Government implies the implementation of information and communication
technology like internet, to improve government activities and process, with the
aim of increasing efficiency, transparency, and citizen involvement.

7.1 e-Governance or ‘electronic governance’

e-Governance is basically the application of Information and

Communications Technology to the processes of Government functioning in
order to bring about efficiency in governance.

In terms of distinguishing the term governance from government, “governance”

is what a “government” does. Good governance is fundamental and e-Governance
is instrumental. e-Governance is a tool.

For example: if you remember we all use to stand in long queues and wait for
hours in Railway Station to buy train tickets. It has become a lot easier to buy
tickets through IRCTC or online ticket booking now.

e-Governance model:
Figure - 4

32 | A Hand Book for Digital Assistants

7.1.1 Scope of e-Governance

Governance is all about flow of information between Government and

Citizens, Government and Business Entrepreneurs and Government and
Government. E-Governance covers all these relationships as follows:
A. Government to Citizen (G2C)
Government to Citizen relationship is the most basic aspect of E-
Governance. The relation of a citizen with the Government starts with the birth
and ends with the death of the citizen. May it be birth registration, marriage
registration, divorce or death registration.
The G2C relation will include the services provided by the Government to
the Citizens. These services include the public utility services i.e.
Telecommunication, Transportation, Post, Medical facilities, Electricity,
Education and also some of the democratic services relating to the citizenship
such as Certification, Registration, Licensing, Taxation, Passports, ID Cards etc.
as following:
1. e-Citizenship - E-Citizenship will include the implementation of ICT for
facilitation of Government Services relating to citizenship of an individual. It may
involve online transactions relating to issue and renewal of documents
like Aadhar Cards, Ration Cards, Passports, Election Cards, Identity Cards, etc.
It will require the Government to create a virtual identity of every citizen so as to
enable them to access the Government services online. For the same,
Government would need to create a Citizen Database which is a huge task.
2. e-Registration - E-Registration will cover the online registration of various
contracts. An individual enters into several contracts during his life. Many of
these contracts and transactions require registration for giving it legality and
enforceability. Such registration may also be made ICT enabled. E-registration
will help to reduce a significant amount of paperwork.
3. e-Transportation - E-Transportation services would include ICT enablement
of services of Government relating to Transport by Road, Rail, Water or Air. This
may involve online –

33 | A Hand Book for Digital Assistants

 1. booking and cancellation of tickets,
2. status of vehicles, railways, boats and flights,
3. issue and renewal of Driving Licenses,
4. registration and renewal of vehicles,
5. transfer of vehicles,
6. payment of the fees of licenses,
7. payment of fees and taxes for vehicle registration,
4. e-Health - E-Health services would be ICT enablement of the health services
of the Government. Under this interconnection of all hospitals may take place. A
patient database may be created. A local pharmacy database may also be
created. All this can be done.
5. e-Education - E-Education would cover the implementation of ICT in
imparting of education and conducting of Courses. Distant as well as classroom
education will be facilitated with the use of ICT. Use of internet can reduce the
communication time required in Distance education; Internet may also help in
conducting online classes.
6. e-Help - E-Help refers to facilitation of disaster and crisis management using
ICT. It includes the use of technologies like internet, SMS, etc. for the purpose
of reducing the response time of the Government agencies to the disasters. NGOs
help Government in providing help in situations of disasters. Online information
relating to disasters, warnings and calls for help can help the Government and
the NGOs coordinate their work and facilitate and speed up the rescue work.
7. e-Taxation – E-Taxation will facilitate the taxing process by implementing ICT
in the taxing process. Online tax due alerts and online payment of taxes would
help transact faster.
B. Citizen to Government (C2G):
Citizen to Government relationship will include the communication of
citizens with the Government arising in the Democratic process like voting,
campaigning, feedback, etc.
1. e-Democracy - The true concept of Democracy includes the participation of
the citizens in the democratic and governing process. Today due to the increased
34 | A Hand Book for Digital Assistants
population the active participation of the citizens in governing process is not
possible. The ICT can help enable the true democratic process including voting,
public opinion, feedback and Government accountability.
2. e-Feedback – e-Feedback includes the use of ICT for the purpose of giving
feedback to the Government. Lobbying is pursuing the Government to take a
certain decision. Use of ICT can enable online feedback to the Government,
online debates as to the Government services.
C. Government to Government (G2G):
G2G relationship would include the relationships between Central and
State Government and also the relationship between two or more Government
departments.
1. e-administration - E-administration would include the implementation of
ICT in the functioning of the Government, internally and externally.
Implementation of ICT can reduce the communication time between the
Government Departments and Governments. It can substantially reduce
paperwork if properly used. E-administration will also bring morality and
transparency to the administration of Government Departments.
2. e-police - The concept of E-police is little different from Cyber-Police. Cyber
Police require technology experts to curb the electronic/cyber-crimes. E-police
refers to the use of ICT for the purpose of facilitating the work of the Police
department in investigation and administration. The concept of E-police includes
databases of Police Officers, their performances, Criminal databases – wanted as
well as in custody, the trends in crimes and much more. ICT can help reduce
the response time of the Police department and also reduce cost by reducing
paperwork.
3. e-courts - The concept of E-Court will include the ICT enablement of the
judicial process. Technology may help distant hearing, online summons and
warrants and online publication of Judgments and Decrees.
D. Government to Business (G2B):
1. e-Taxation - Corporate sector pays many taxes, duties and dues to the
Government. Payment of these taxes and duties will be made easier by E-
35 | A Hand Book for Digital Assistants
Taxation. Online taxing and online payment of taxes can help reduce cost and
time required for physical submission of taxes. ICT can also help crosscheck the
frauds and deficiencies in payment, further bringing accuracy and revenue to
the Government.
2. e-Licensing - Companies have to acquire various licenses from the
Government, similarly the companies have to acquire various registrations. ICT
enablement of the licensing and registration can reduce time and cost.
3. e-Tendering - E-Tendering will include the facilities of online tendering and
procurement. It will online alerts as to new opportunities of business with the
Government and also online submission of tenders and online allotment of work.
It will reduce time and cost involved in the physical tendering system.
Some effective examples of successful implementation of E-Governance to the
governmental function include projects like; e-Mitra project (Rajasthan), e-Seva
project (Andhra Pradesh), CET (Common Entrance Test)
7.1.2 Objectives of E-Governance

The main objective of e-Governance is delivering or exchanging the information,

enhancing the business transactions, giving better services to the citizens and
handle the various interactions within and across the government and business
organizations.
7.1.3 Advantages of E-Governance
a. Speed: Technology makes communication swifter. Internet, smartphones
have enables instant transmission of high volumes of data all over the
world.
b. Saving Costs: A lot the Government expenditure goes towards the cost of
buying stationery for official purposes. Letters and written records
consume a lot of stationery. However, replacing them
with smartphones and the internet can saves crores of Government and
citizen’s money.
c. Transparency: The use of e-governance helps make all functions of the
Government transparent. All Governmental information can be uploaded

36 | A Hand Book for Digital Assistants

 onto the internet. The citizens access whatever information they want,
whenever they want it, at the click of a mouse, or the touch of a finger.
d. Accountability: Transparency directly links to accountability. Once the
functions of the government are available, responsible functionaries
accountable for their actions.
7.1.4 Disadvantages of E-Governance:
a. Loss of Interpersonal Communication: The main disadvantage of e-
governance is the loss of interpersonal communication. Interpersonal
communication is an aspect of communication that many people consider
vital.
b. High Setup Cost and Technical Difficulties: Technology has its
disadvantages as well. Specifically, the setup cost is very high and the
machines have to be regularly maintained. Often, computers
and internet can also break down and put a dent in governmental work
and services.
c. Illiteracy: A large number of people in India are illiterate and do not know
how to operate computers and smart phones. E-governance is very difficult
for them to access and understand.
d. Cybercrime/Leakage of Personal Information: There is always the risk
of private data of citizens stored in government serves being stolen.
Cybercrime is a serious issue; a breach of data can make the public lose
confidence in the Government’s ability to govern.
7.2 Real Time Governance System (RTGS)
Good governance at an institutional level implies effective provision of
public services to meet the needs of the citizens. As resources are scarce, it is
imperative that these services are provided efficiently at the least possible cost.
Increasingly Government departments and agencies are aligning towards
optimizing and focusing on internal process, procedures, allocation,
expenditures and achieving physical targets rather than evaluating their impact
on the citizens. New structure of KPIs have to be formulated which address the
problem of input-output orientation which results in wastage of effort and
37 | A Hand Book for Digital Assistants
resources. The central theme that furthers this paradigmatic shift is to focus on
results i.e. social impact rather than on inputs and outputs that go into
delivering these results. All this with an underlying motto of ‘People First’.
Real time governance leverages e-Governance tools to establish
institutional framework to achieve maximum governance with minimum
government along with ensuring performance indicators system in real-time for
effective and efficient public delivery.
7.3 Good Governance
Good governance, means securing justice, empowerment, employment
and efficient delivery of services to bring government closer to citizens, so that
they become active participants in the governance process. An important step
for Good Governance is simplification of procedures and processes in the
Government so as to make the entire system transparent and faster.
Good governance has 8 major characteristics. It is participatory,
consensus oriented, accountable, transparent, responsive, effective and efficient,
equitable and inclusive and follows the rule of law. It assures that corruption is
minimized, the views of
minorities are taken into
account and that the voices
of the most vulnerable in
society are heard in decision-
ma king. It is also responsive
to the present and fixture
needs of society.
Basic features of good
governance: Figure - 5

38 | A Hand Book for Digital Assistants

8. BASIC CONCEPTS, OPERATION & MAINTENANCE., OF IT RESOURCES
IN VILLAGE SECRETARIAT SYSTEM

Computers are an integral part of our lives. We are directly or indirectly

affected by the computers. In this era of information, we are dependent on the
storage, flow and processing of data and information, which can only be possible
with the help of computers.
8.1 THE COMPUTERSYSTEM
Computer is an electronic device that accepts data as input, processes the
input data by performing mathematical and logical operations on it, and gives
the desired output. The computer system consists of four parts (1) Hardware, (2)
Software, (3) Data, and (4) Users.
Hardware consists of the mechanical parts that make up the computer as
a machine. The hardware consists of physical devices of the computer. The
devices are required for input, output, storage and processing of the data.
Keyboard, monitor, hard disk drive, floppy disk drive, printer, processor and
motherboard are some of the hardware devices.
Software is a set of instructions that tells the computer about the tasks to
be performed and how these tasks are to be performed.
Program is a set of instructions, written in a language understood by the
computer, to perform a specific task. A set of programs and documents are
collectively called software. The hardware of the computer system cannot
perform any task on its own.
The hardware needs to be instructed about the task to be performed.
Software instructs the computer about the task to be performed. The hardware
carries out these tasks. Different software can be loaded on the same hardware
to perform different kinds of tasks.
Data are isolated values or raw facts, which by themselves have no much
significance. The data is provided as input to the computer, which is processed
to generate some meaningful information.

39 | A Hand Book for Digital Assistants

 A computer processes in The Input-Process-Output Concept
Figure - 6

8.2 Hardware (PCs/ Printers/ Modems/ Routers etc.,)

THE COMPUTER SYSTEM HARDWARE

• Central Processing Unit (CPU)
o Arithmetic logic unit
o Registers
o Control Unit (CU)
• Memory unit
o Cache memory
o Primary memory
o Secondary memory
• Instruction format
• Instruction set
• Instruction cycle—Fetching, decoding, executing, storing
• Microprocessor—CISC, RISC
• Interconnecting the units of a computer— System bus, expansion bus,
external ports
• Performance of a computer—Registers, RAM, system clock, bus, cache
memory
• Inside a computer cabinet—Motherboard, ports and interfaces,
expansion slots, ribbon cables, memory chips, storage devices, processor
Arithmetic Logic Unit
• ALU consists of two units—arithmetic unit and logic unit.
• The arithmetic unit performs arithmetic operations on the data that is

40 | A Hand Book for Digital Assistants

 made available to it. Some of the arithmetic operations supported by the
arithmetic unit are—addition, subtraction, multiplication and division.
The logic unit of ALU is responsible for performing logic operations. Logic unit
performs comparisons of numbers, letters and special characters.
Registers
Registers are high-speed storage areas within the CPU, but have the least storage
capacity.
• Registers store data, instructions, addresses and intermediate results of
processing. Registers are often referred to as the CPU’s working memory.
Control Unit
• The control unit of a computer does not do any actual processing of data.
It organizes the processing of data and instructions. It acts as a
supervisor and, controls and coordinates the activity of the other units
of computer.
MEMORYUNIT
The memory unit consists of cache memory and primary memory. Primary
memory or main memory of the computer is used to store the data and
instructions during execution of the instructions. Random Access Memory (RAM)
and Read Only Memory (ROM) are the primary memory. In addition to the main
memory, there is another kind of storage device known as the secondary memory
Cache Memory
• Cache memory is a very high-speed memory placed in between RAM and
CPU. Cache memory increases the speed of processing.
• Cache memory is a storage buffer that stores the data that is used more
often, temporarily, and makes them available to CPU at a fast rate.
COMPUTER MEMORY
Memory hierarchy—Internal memory (registers, cache memory, primary
memory), secondary memory (magnetic disk, optical disk, magnetic-tape)
• Registers, cache memory
• Primary memory—Random access memory, read only memory
• RAM—DRAM, SRAM, memory modules— DIMM, SIMM
41 | A Hand Book for Digital Assistants
 • ROM—PROM, EPROM, EEPROM, flash memory
• Secondary memory
• Access types of storage devices—Sequential access devices, direct access
devices
• Magnetic tape—Working of magnetic tape, features of magnetic tape
• Magnetic disk—Working of magnetic disk, features of magnetic disk,
finding data on magnetic disk
o Floppy disk
o Hard disk
o Zip disk
• Optical disk—CD-ROM, DVD-ROM, recordable optical disk
o CD-R
o CD-RW
o DVD-R
• Magneto-optical disk
MEMORY REPRESENTATION
The computer memory stores different kinds of data like input data, output
data, intermediate results, etc., and the instructions. Binary digit or bit is the
basic unit of memory. A bit is a single binary digit, i.e., 0 or 1. A bit is the
smallest unit of representation of data in a computer. However, the data is
handled by the computer as a combination of bits. A group of 8 bits form a
byte. One byte is the smallest unit of data that is handled by the computer.
One byte can store 28, i.e., 256 different combinations of bits, and thus can be
used to represent 256 different symbols. In a byte, the different combinations
of bits fall in the range 00000000 to 11111111. A group of bytes can be further
combined to form a word. A word can be a group of 2, 4 or 8 bytes.
1 bit = 0 or 1
1 Byte (B) = 8 bits
1 Kilobyte (KB) 210 = 1024 bytes
1 Megabyte (MB) = 220 = 1024KB
1 Gigabyte (GB) = 230 = 1024 MB = 1024 *1024 KB
42 | A Hand Book for Digital Assistants
 1 Terabyte (TB) = 240= 1024 GB = 1024 * 1024 *1024 KB
INSIDE A COMPUTER CABINET
The computer cabinet encloses the components that are required for the running
of the computer. The components inside a computer cabinet include the power
supply, motherboard, memory chips, expansion slots, ports and interface,
processor, cables and storage devices.
Motherboard
The computer is built up
around a motherboard.
The motherboard is the
most important
component in the PC. It is
a large Printed Circuit
Board (PCB), having many
chips, connectors and
other electronics mounted
on it. The motherboard is
the hub, which is used to
connect all the essential
components of a
computer. The RAM, hard
drive, disk drives and optical drives are all plugged into interfaces on the
motherboard. The motherboard contains the processor, memory chips,
interfaces and sockets, etc.
Ports and Interfaces
Motherboard has a certain number of I/O sockets that are connected to the ports
and interfaces found on the rear side of a computer (Figure 2.16). You can
connect external devices to the ports and interfaces, which get connected to the
computer’s motherboard.
• Serial Port— to connect old peripherals.
• Parallel Port— to connect old printers.
43 | A Hand Book for Digital Assistants
Mouse
• Physical Mouse has a rubber ball on the bottom side that protrudes when
the mouse is moved. It requires a smooth,
dust free surface, such as a mouse pad,
on which it is rolled.
• Optical Mouse uses a Light Emitting
Diode (LED) and a sensor to detect the
movement of mouse. Optical mouse
requires an opaque flat surface
underneath it.
Optical Input Devices
Optical input devices allow computers to use light as a source of input. Scanner
is an example of optical input device. Other common optical input devices are
magnetic ink character reader used for Magnetic Ink Character Recognition
(MICR), optical mark reader used for Optical Mark Recognition (OMR), optical
character reader for Optical Character Recognition (OCR) and Barcode Reader.
Scanner
Scanner is an input device that accepts
paper document as an input. Scanner is
used to input data directly into the
computer from the source document
without copying and typing the data.

Output Devices
Output devices provide output to the user, which is generated after processing
the input data. The processed data, presented to the user via the output devices
could be text, graphics, audio or video. The output could be on a paper or on a
film in a tangible form, or, in an intangible form as audio, video and electronic
form. Output devices are classified as follows—
• Hard Copy Devices

44 | A Hand Book for Digital Assistants

 o Printer
o Plotter
o Computer Output on Microfilm (microfiche)
• Soft Copy Devices
o Monitor
o Visual Display Terminal
o Video Output
o Audio Response
Hard Copy Devices
The output obtained in a tangible form on a paper or any surface is called hard
copy output. The hard copy can be stored permanently and is portable. The hard
copy output can be read or used without a computer. The devices that generate
hard copy output are called hard copy devices. Printer, plotter and microfiche
are common hard copy output devices.
Printer
A printer prints the output information from the
computer onto a paper. Printers are generally
used to print textual information, but nowadays
printers also print graphical information
Modems & Routers

Modem serves as a bridge between your local network and the Internet.
Historically, the term “modem” is shorthand for modulator-demodulator.
Modems were used to modulate the signals on telephone lines so that digital
information could be encoded and transmitted over them and then
demodulated—and decoded—on the other end. Though more modern broadband
connections—like cable and satellite—don’t really work the same way, we kept
using the term “modem” because it’s a device people were already familiar with
and associated with connecting to the Internet.

45 | A Hand Book for Digital Assistants

 A router connects multiple
networks and routes network traffic
between them. It’s really that
simple. In the case of your home
network, your router has one
connection to the Internet and one
connection to your private local
network. In addition, most routers
also contain built-in switches that
let you connect multiple wired
devices. Many also contain wireless
radios that let you connect Wi-Fi
devices. The router sits in between
your Internet connection and your local network.

8.3 Software (MS Office, Antivirus etc.,)

8.3.1 Microsoft Office:
Microsoft Office is an office suite of interrelated desktop applications,
servers and services for the Microsoft Windows. It is horizontal market software
that is used in a wide range of industries. Microsoft Office was introduced by
Microsoft in 1989 for Macintosh. Again, it introduced Windows in 1990. After
that many new versions were released. Microsoft Office for Windows 1.0 started
in October 1990 with three applications Microsoft Word for Windows 1.1,
Microsoft Excel for Windows 2.0, and Microsoft PowerPoint for Windows 2.0. In
1994, Microsoft Office 4.0 was released containing Word 6.0, Excel 5.0,
PowerPoint 4.0, Mail, and Access. More versions are Microsoft Office 95,
Microsoft Office 97, Microsoft Office 2000, Microsoft Office XP, Microsoft Office
2003, Microsoft Office 2003 and Microsoft Office 2007.

46 | A Hand Book for Digital Assistants

 A. Microsoft Word:
Microsoft Word (or simply Word) is a word processor developed
by Microsoft. Microsoft Word
facilities to write common
letters to desktop publishing.
This means that it is useful for
typing and storing
• letters,
• articles,
• broachers,
• tests,
• quizzes and
• anything that consists
mainly of words.
Many organizations now use computers to produce and organize written
material, correspondence, membership lists and so on. These are possible with
the most common program MS-Word, that is used on most computers. It
provides an incredibly powerful tool to create and share documents.
B. Microsoft Excel:
Microsoft Excel is an electronic spreadsheet. It is a tool for numeric and
statistical calculation, evaluation, analysis, and it also offers capabilities for
creating charts, reports and presentations to communicate what analysis
reveals. It is used by people to perform quick numeric calculations, store and
analysis data periodically, for preparing financial statements and tax worksheet.
A program that works like a calculator for keeping track of money and making
budgets. It is a program that works like a calculator for keeping track of money
and making budgets. It is a utility software package.
Microsoft Excel is a logical worksheet consisting of cells organized into
rows and columns. A cell is the intersection of a row and a column. In which we

47 | A Hand Book for Digital Assistants

can enter a single piece of data. The data is usually text, a numeric value, or a
formula. The entire spreadsheet is composed of rows and columns of cells.

Each row and column create a unique cell. Each cell refers to a cell
reference, or cell address, that is the row and column label of cells, cell address
is a unique co-ordinate system used to identify a specific cell. Cell address
contains first column then row's name. They identified by a column letter and a
row number of a cell, such as C4 or D8. Each cell is displayed on the screen as
a rectangular shape which can store text, value, or a formula. Once formula is
specified, calculations are done automatically and the results are displayed for
the user to see. Often text is left align in column, we can change it according to
our need. A workbook is the MS Excel file in which we enter and store related
data in worksheet. A worksheet is also known as a spreadsheet, that is a
collection of cells on a single "sheet" where we actually keep and manipulate the
data. Each workbook can contain many worksheets.
C. Microsoft Power point:
Microsoft Power point is a part of MS- Office. It was introduced to generate
business presentation, slide show and graphics on computer system.

48 | A Hand Book for Digital Assistants

 Use of Power point
1. Creating business application presentation slide.
2. Creating graphical objects with animations.
3. Create artistic slides for general use using art gallery.
4. To provide training in business world.
Starting Power point: There are two methods to open or start Power point.
1. Double click on Microsoft Power point icon on desktop.
2. Click on the Start button in the bottom left hand comer of computer screen.
3. When the menu pops up, move our mouse up to Programs. A sub menu
will appear showing all the software we have.
4. Now click Microsoft office then select Microsoft Power point from them.
Microsoft Power point will start up.
➢ Click Start → Program → MS-Office → MS Power point.

We use Power Point to create effective slide show presentations. The power point
screen has many elements.

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8.3.2 Antivirus
Antivirus software, or anti-virus software (abbreviated to AV software),
also known as anti-malware, is a computer program used to prevent, detect, and
remove malware. Antivirus software was originally developed to detect and
remove computer viruses, hence the name. However, with the proliferation of
other kinds of malware, antivirus software started to provide protection from
other computer threats.

In particular, modern antivirus software can protect users from: malicious

browser helper objects (BHOs), browser hijackers, ransomware, keyloggers,
backdoors, rootkits, trojan horses, worms, malicious LSPs, dialers, fraud tools,
adware and spyware. Some products also include protection from other
computer threats, such as infected and malicious URLs, spam, scam and
phishing attacks, online identity (privacy), online banking attacks, social
engineering techniques, advanced persistent threat (APT) and botnet DDoS
attacks.
8.4 Networking (LAN/ WAN/ Internet etc.,) and
➢ LAN : Local area Network - A local-area network (LAN) is a
computer network that spans a relatively small area. Most often, a LAN is
confined to a single room, building or group of buildings, however,
one LAN can be connected to other LANs over any distance via telephone
lines and radio waves.

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 ➢ WAN : Wide Area Network - A wide area network (WAN) is a
telecommunications network that extends over a large geographical area
for the primary purpose of computer networking. Wide area networks are
often established with leased telecommunication circuits.

➢ MAN : Metropolitan Area Network - A metropolitan area network (MAN) is

a network that interconnects users with computer resources in a
geographic area or region larger than that covered by even a large local
area network (LAN) but smaller than the area covered by a wide
area network (WAN).
➢ WWW: World Wide Web
- byname the Web, the
leading information
retrieval service of the
Internet (the world wide
computer network).
The Web gives users
access to a vast array of
documents that are
connected to each other
by means of hypertext or hypermedia links—i.e., hyperlinks, electronic

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 connections that link related pieces of information in order to allow a user
easy access to them. Hypertext allows the user to select a word or phrase
from text and thereby access other documents that contain additional
information pertaining to that word or phrase; hypermedia documents
feature links to images, sounds, animations, and movies. The Web
operates within the Internet’s basic client server format;
servers are computer programs that store and transmit documents to
other computers on the network when asked to, while clients are programs
that request documents from a server as the user asks for
them. Browser software allows users to view the retrieved documents.
➢ Internet Concepts:
The most common devices that can connect to the internet and people use
today to get online, include:
• Desktop computers
• Laptop computers
• Mobile phones
• Tablets
• E-readers
However, the range of devices capable of connecting to the internet is ever-
expanding and shifting our understanding of what “being online” means. In
recent years, we’ve seen the emergence of smart watches, central heating
systems, and even refrigerators, which by connecting to the internet can perform
all sorts of enhanced and useful functions. Still, the most “traditional” devices
used for accessing and browsing the internet today are desktop computers,
laptop computers, tablets and smart phones. There are two key types of service
that can provide you with internet access. They are:
a. Fixed internet
b. Mobile internet
a) Fixed internet
As the name suggests, this is an internet connection that is fixed to a specific
location (such as a home, office or shop) — meaning that the internet connection
52 | A Hand Book for Digital Assistants
is unique to that property, and as such you can only access it when you’re
physically situated there. BSNL broadband, AP Fiber net, Private net providers.
The most widely used form of internet connection, BSNL uses a property’s
existing phone line to get online.
Cable broadband establishes an internet connection via a specialized cable that
shares the same line as your TV service.
Cable broadband generally offers higher speeds than ADSL connections (average
download speeds of 50.5 mb), but as a cable broadband connection is often
shared with many other users, speeds can suffer from time to time due to
congestion during peak times.
Fiber broadband claims to offer more consistent and reliable speeds, allowing
multiple devices to be performing high-capacity tasks, simultaneously, without
any slowdowns or breakages in the connection, making it an attractive
proposition for busy family homes or office environments.
b) Mobile internet
Mobile internet is a way of getting online anywhere without relying on a fixed-
location connection — as the name suggests, by using your mobile device.
3G mobile internet is gradually being replaced by 4G services.
5G mobile internet: is the proposed next telecommunications standard beyond
the current 4G advanced standards.
8.5 e-Communication mechanisms

Electronic communication takes many forms, each with its own

applications, benefits and drawbacks. Though some electronic media may seem
more familiar than others, each can instantly connect people whether they’re a
few miles away or a few thousand miles away, whatever may be the distance.
a. Email
Perhaps one of the most well known and most ubiquitous forms of
electronic communication, email provides a channel for exchanging messages in
much the same method as traditional mail. One user generates a message,
addresses it to a recipient, sends it and, if one is warranted, waits for a reply.

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The asynchronous nature of email makes it ideal for users who do not want to
become involved in, or do not have time for, a lengthy conversation. Most famous
emails are:
1. Gmail, 2. Rediffmail, 3. Yahoo, 4. Hotmail, 5. Outlook etc.,
b. Instant Messages
Much like email, instant messages allow you to generate a message, send it and
wait for a reply. Both the sender and the recipient must typically be logged in to
start an instant message communication, the immediate message delivery
facilitates a near real-time conversation. When the instant message server
connects multiple users to each other, it acts as a chat room where many users
can instantly exchange instructions, views with one another.
Text Messages (SMS)
Mobile phone users can use electronic communication on one go with a service
known as Short Messaging Service.
Ex: WhatsApp, Messenger, Kaizala, Telegram, iMessage, Android messages etc.,
c. Websites
Websites can take many forms and serve as a wide variety of electronic
communication channels. Websites disseminate information to citizens who
access and read information on the site and also like status reporting to higher
officials. Other websites, like forums, facilitate communication by allowing you
to post a public message and then check later to see if the message received any
replies.
d. Audio
Today, audio traverses an array of electronic channels that includes radio,
television, mobile phones and even Internet-connected electronic devices. Ex:
Tele Conference etc.,
e. Video
We are familiar with video as an electronic communication channel like TV or
movies, but modern broadband Internet allows video to serve as a somewhat
more interactive medium. By capturing a rapid series of photos, bundling them
with sound and transmitting them over the Internet to a remote user, webcams
54 | A Hand Book for Digital Assistants
allow users to instantly communicate via full-motion video chat. Videos are a
strong communication medium for creating awareness among public on various
issues. Ex: Video Conference etc.,
8.6 Develop & Maintenance of Database (Access)

Microsoft Access is a database management system (DBMS) from

Microsoft that combines the relational Microsoft Jet Database Engine with a
graphical user interface and software-development tools. It can also import or
link directly to data stored in other applications and databases. It is a member
of the Microsoft Office suite of applications, included in the Professional and
higher editions or sold separately.

In addition to using its own database storage file, Microsoft Access also may be
used as the 'front-end' of a program while other products act as the 'back-end'
tables, such as Microsoft SQL Server and non-Microsoft products such
as Oracle and Sybase. Access tables support a variety of standard field
types, indices, and referential integrity including cascading updates and deletes.
Access also includes a query interface, forms to display and enter data, and

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reports for printing. The underlying Jet database, which contains these objects,
is multi-user and handles record-locking.

8.7 Backup Devices & Maintenance of Data

In computer technologies, a
backup storage device is used to
make copies of data that is actively
in use. Backup machines
provide redundancy of data
residing on primary storage. The
use of backup storage is imperative
in enterprise environments, in
which the loss of business data is
potentially catastrophic. Most
commonly used backup devices are
Pen drives, Memory cards, Hard Disks, CDs, DVDs
In an enterprise, backup storage is achieved through replication of data in
multi-disk storage systems, such as RAID; or as part of a network-attached
storage (NAS), storage area network (SAN) or tiered storage system. Enterprise
backup storage often makes use of both disk and tape as storage media. Special
software is used to manage backup as part of a storage system.
A remote backup appliance backs up data that sits outside a corporate data
center. When selecting an appliance for remote backup, data storage
administrators should weigh features for encryption, network connectivity and
management.
Virtual server backup is a software-based version of physical backup
hardware. This practice involves copying data from a physical machine to a
virtual machine (VM) as a safeguard against loss or corruption. The backup
application is installed on each VM, pointing backups to a conventional backup
storage target appliance.

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9 OVERVIEW OF GOVERNMENT PROGRAMMES/ SCHEMES
9.1 State Websites/ Portals/ Apps
a) YSR Rythu Bharosa - http://ysrrythubharosa.ap.gov.in

10 This page displays about eligible beneficiary’s data with following details
✓ Name of Beneficiary
✓ Father Name
✓ Katha number.
11 Based on officer registration District, Mandal, Village details only displayed.
b) YSR Arogya Sri - http://www.ysraarogyasri.ap.gov.in

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c) YSR Pension Kanuka - https://sspensions.ap.gov.in

As part of the Navarathnalu, enhancement of pension amount and

reduction in the age criteria for old age pension is a major welfare measure to
ameliorate the hardships of the poor and vulnerable sections of the society
particularly the old and infirm, widows, and persons with disability to secure a
dignified life. In pursuit of this overarching goal, in spite of the challenging
financial conditions, orders were issued vide G.O.Ms.No.103 Dated: 30.05.2019
enhancing the Social Security Pensions amount for old Age Persons, widow,
Toddy Tappers, weavers, Single women, Fishermen, ART (PLHIV) Persons,
✓ Traditional Cobblers to Rs.2250/- per month,
✓ Disabled persons, Transgender and Dappu Artists to Rs.3,000/- PM,
✓ People affected with Chronic Kidney Disease who are undergoing Dialysis
both Government and network hospitals to Rs.10,000/- per month.
✓ The enhanced scale of pension came into effect from June, 2019 payable
from 1st July, 2019 onwards Scheme (O.A.P, Widow, Disabled, Weavers,
Toddy Tappers, Transgender, Single Women & Fishermen Pensions)
analysis reports have to be verified regularly.

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d) YSR Vahana Mitra-http://118.185.110.163/ysrcheyutha

The owner of the vehicle can file application for financial assistance with a list
of documents listed in the site.

e) Online Beneficiary Management & Monitoring System

(APOBMMS) - http://apobmms.cgg.gov.in
Online Beneficiary Management & Monitoring System (OBMMS) is an
integrated application for the welfare Finance corporations like SC Cooperative
Finance Corporation, ST Cooperative Finance Corporation, Kapu Development
Cooperative Finance Corporation, BC Cooperative Finance Corporation,
Minority Finance Corporation, Christian Minority Finance Corporation and 11
B.C Federations for implementing Economic Support Schemes (ESS).
This system captures the entire workflow of corporation to transfer the
ESS subsidy. Government of Andhra Pradesh has been implementing various
economic support schemes for the benefit of poor families every year through
respective Finance Corporations Action Plans. Presently, concerned MD offices
have been disbursing subsidy directly to the Non-Operative Savings Bank
Account of Beneficiary. Post Grounding Asset photo & UC to be uploaded by
banker & corporation officials with Grounding mobile app with geo-tagging.

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The website is citizen friendly interactive site, providing information regarding,
➢ Target under each Scheme or Corporation for each mandal
➢ List of schemes
➢ List of activities
➢ Eligibility criteria
➢ List of documents to be submitted
➢ Activities taken up under various corporations for past years
➢ Enables citizen to register and apply online

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f) PRIS

Step towards Smart Andhra Pradesh initiative focuses on improved resource

– use efficiency, empowered local self – governance, access to assured basic
amenities and responsible individual and community behaviour to build a
vibrant and happy society.
The following services will be provided through PRIS House Tax Demand
Collections, Trade Licenses, Property valuation, mutations, water tap
connection, Water Tap fee Collection, Building permission and Layout
permissions.
1. Property Valuation Certificate – on the basis of house tax module property
valuation would be calculated and certificates will be generated through this
module

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2. Mutations – this module enables the change of ownership in the official
records in case of purchase and selling of properties within the jurisdiction of
Gram Panchayat.
3. Water Tap Connection – this module facilitates to provide private tap
connection to the households in the village where the protected water supply
scheme (PWS) is functional on the basis of bye-laws.
4. Water Tap Fee Collection - this module captures all the data related to the
Water taps located in the village as well as helps in levy and assessment of Water
tap fee for new connections.
5. Building Permission – this module enables to track the permissions issued
for construction of any type of buildings including thatched houses, godowns,
cinema halls etc.
6. Layout Permission – this module facilitates to provide permission to layouts
in non- agricultural lands and also to regularize the unauthorized layouts as per
G. O. Ms. No. 12
7. House Tax – this module captures all the data related to the houses located
in the village as well as helps in levy and assessment of property tax for newly
constructed houses.
8. Trade License – this module enables us to keep track the business in the
jurisdiction of the village in a financial year in two ways: 1. Industrial license (on
the basis of horse power) 2. Business license (on the basis of yearly turnover)

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g) SPANDANA -Real Time Governance Society (RTGS)

https://www.rtgs.ap.gov.in/
An integrated Grievance system is proposed to Register,
Track and Redress the Grievances received at CMO / SECYs
/ HODs / District Collectorates / District and Mandal level Offices on a
common platform linked with Aadhar number of the Petitioner with Proper
Accountability.
Grievance collected from multiple sources i.e. at Government Offices and
at Campaigns can be Registered in Grievance portal and sent to concerned
Officer to redress.

Source of Grievance

SPANDANA Monday Grievance – Every

Monday there will be having a Grievance
day in CMO, District and Mandal Level
Offices
SPADANA app
SPANDANA – 1902
PRAJA DARBAR (CMO)
CMO Call Center – People Can
register by calling to CMO Call Center
Other Sources – All the other
schemes and Government campaigns
are the sources to register the
Grievances
Grievance System logins have provided
to all Department Officials up to Mandal
level.

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Citizen Login:
➢ Enter Aadhar number and click on “Get EKYC OTP” shown in the box.
➢ Enter OTP received to your mobile and click on verify OTP.
➢ Successful login into Spandana Citizen login.
➢ Enter Aadhar Number and click on Get Applicant Details button.
Grievance Registration

❖ If there is a grievance raised by any family members of those applicant in

previous. All such grievances are displayed in Family Grievance Information box.
Same sub-subject Grievance are not generated twice.

Family Grievance Information (FGI):

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Provide Grievance Address (PGA):

Grievance Information:

❖ There are three radio buttons in Grievance information. 1.Grievance by

Subject, 2. Grievance by Keyword, 3. Grievance by Department.

65 | A Hand Book for Digital Assistants

❖ We would select any one of the radio buttons to insert our problem. It’s
depends upon our knowledge.

❖ For Suppose If we know the department select ‘Grievance by department

option and select department then after select subject and Sub- Subject to raise
your grievance.

❖ Subject and Sub-Subjects are templates of our grievance. Select Source

type it’s a mandatory field.

❖ Gist of your grievance are type in “Remarks/Other Details” box. Finally

Click on “SUBMIT GRIEVANCE” button
➢ After click on “submit Grievance” button, application will be submitted
successfully and two receipts will be generated.
➢ SMS is sent to applicant.
➢ One officer copy and one applicant copy.

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h) MEESEVA

❖ “Mee-Seva” in Telugu means, ‘At your service’, i.e. service to citizens. It is

a good governance initiative that incorporates the vision of National e-Gov Plan
“Public Services Closer to Home” and facilitates single entry portal for entire range
of G2C& G2B services.

❖ The objective of Mee-Seva

is to provide smart, citizen centric,
ethical, efficient and effective
governance facilitated by
technology. The initiative involves
universal and non-discriminatory
delivery of all government services
to citizens & Businessmen of all
strata and improved efficiency,
transparency and accountability
for the government. The initiative
features transformed government-
citizen interface at all levels of administration along with a shared governance
model.

❖ Mee-Seva also ended the 'tyranny of ink signatures'. Most of the

functionaries ranging from Tahsildars to Police SHOs to municipal
commissioners have been using the digital signatures to clear Mee-Seva
requests, making it the country’s largest such system. The process of alig ning
with Mee-Seva has become a guiding philosophy of governance in the state which
has come in as a silent wave and with its sweep revamped many moribund
processes and approaches. Its effectiveness can be measured in the satisfied eyes
of the citizens strengthening the democratic foundations of our country and
bringing citizen centricity to the forefront. With Mee-Seva in place, the stage is
all set to implement and monitor the impending Right to Services Act in its true
letter and spirit.

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i) Rural Water Supply and Sanitation - http://rwss.ap.nic.in

The Drinking Water Supply is very important issue in the present times in
the light of the increasing health awareness among the rural public. One of the
most important objectives of the State Government is to provide safe drinking
water to the rural population. It is also one of the core functions of Gram
Panchayat.

Rural Water Supply and Sanitation Department is the nodal agency in the
State for providing drinking water and sanitation facilities in rural areas under
RWS sector. The drinking water facilities are being provided by various types of
schemes such as bore wells with hand pumps, PWS Schemes, CPWS Schemes
etc.,
RWS Mobile app: Mobile registration has provided in MPDO login: Path: IHHL
Mobile Login Details -> Panchayat Secretary Mobile Login Details.

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‘Solid Waste Management’ link is used to capture the Wet waste and Vermi
production and sale details:

New module for Geo tagging of Gram Panchayat Assets under SWM:

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j) Andhra Pradesh Government Orders Issue Register – https://goir.ap.gov.in
All Government orders issued by Andhra Pradesh state government will be
posted in goir website. It should be made a practice to check the site regularly
for information and guidelines regarding Government programs.

k) DIGITAL PANCHAYAT - https://mpanchayat.ap.gov.in/

If the Panchayats are to perform efficiently and effectively all the mandated
tasks, which are increasing day by day, extensive use of Information and
Communication Technology (ICT) is needed. Moreover, there is a strong need to
build a "digital inclusive society" where large sections of rural population are able
to benefit from new technologies; can access and share information and services
freely and can participate in the development process more effectively. As a part
e- Panchayat initiative, Panchayati Raj and Rural Development, Andhra Pradesh
has initiated Digital Panchayat, a Flagship Government to Citizen (G2C) project,
for Computerization and online issuance of citizen centric certificates.
Through this site core functions of the Panchayat re digitalized. The
application areas are Birth & Death Registrations & Certificates, Marriage
Registration &Certificates, NOC and MNREGA. These applications provide an
end to end solution for all the gram panchayats in the state. The software

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facilitates generation of certificates, payment gateway for citizens, e-Sign facility
for panchayat functionaries, SMS and email alerts. The Computerization of all
the 3-tiers of PRIs i.e., Zilla Praja Parishad, Mandal Praja Parishad (Block) and
Gram Panchayats is also in place.
The citizen centric functional areas are: -

1. Marriage Registration – this module is enabled for registration of marriage

occurred in the jurisdiction of gram panchayat and also to issue marriage
certificates.
2. NOC for Small, Medium and Large-Scale Industries – this module provides
option to issue no objection certificate in case of establishment of small, medium
and large-scale industries. One has to keep in mind that NOC is only a primary
certificate and rest of the permissions has to be taken in a usual way.
3. Birth & Death Registration – this module provides space to register the birth
and deaths occurred within the jurisdiction of the village and also facilitates to
register the names of the newly borne.
4. MGNREGA Job Card – each and every household situated in the village will
be provided with a job card to get work under MGNREGA scheme.
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9.2 Central Websites/ Portals/ Apps
a) Civil Registration System (CRS) - http://crsorgi.gov.in
CRS is a web-based application as a common solution for Birth, Death
and Stillbirth Registration and Certificate generation across the country. System
provides centralized data management of all recorded events for Birth and Death
and Stillbirth registration.
Logging in
The Online CRS-BRD Application provides access for use of the
registration functionaries, namely, the Registrar (Panchayat secretary and
Medical Officer) and Sub-Registrar. Panchayat secretary can register Births
and deaths that occurs in Panchayat area only.

Birth
Keeping the mouse pointer over the Birth link will display the sub links
which will allow registering the birth event, View NAC issued list, Search for
registered births, and complete the incomplete registration form respectively.
1. Add Birth Registration (Legal information)
To register a birth, click the Add birth registration link under Birth link.
Following screen will be displayed. The first screen displayed will allow enter
the Birth legal information and the second screen linked to it the related
statistical information provided to the Registrar in Reporting Form-1 for
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registering the birth event.

Information of the child

Date of Birth: Select the date of birth from the calendar control. The
application validates the date of birth with the reporting date keyed in. Three
checks on Date of birth and Date of Reporting have been applied as under. If
any of the below conditions is true then the event is registered in the category
“Delayed”
1. Date of Reporting–Date of Birth is more than 21 Days but within 30Days.
2. Date of Reporting–Date of Birth is more than 30 Days but within 1Year.
3. Date of Reporting–Date of Birth>1Year.
In such a case the system will prompt that the event is a delayed event
and will later, based on the period of delay, ask for requisite documents in the
statistical form. The period of delay and documents required are as under:
Documents Period of Delay
Receipt No. More than21 days but
within 30 days
Receipt No. Order No. of Competent Date of Order More than 30 days but
Authority Within one year
Receipt No. Magistrate Order No. Date of Order After1year

Place of Birth
System facilitates two options to fill of place of birth-

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 • Inside India or
• Outside India
By click on radio buttons given in address panel, any option can be
selected. If user selects outside India then system will display a single text-
box to fill complete address within it. In case of inside India, an address
panel will be displayed with following options to fill.
Hospital: If place of birth is selected as Hospital, then a block with the
Name and address of hospital will be displayed. The Hospitals displayed
in the list will be from the same Registration unit to which the Registrar
belongs.

House or Others: If the place of birth is selected as House or Others, then

the address block will be displayed. And fill in the address block.
View birth registration list: To navigate to the Birth registration list page, this
button will be clicked. Newly added registration will be available on the list page.
The certificate can be downloaded or printed from this screen.
Print: Click the Print button for printing the birth certificate.
Cancel: Clicking the Cancel button will take the user to the home page.

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NAC issued
The NAC Issued link is to view the list of Non availability certificates
issued. NAC is issued on request to an applicant against payment of prescribed
fee, if search made in the database of registered events for the desired event
reveals that the same is not found to be registered. The NAC so obtained will
allow the applicant to get the event registered thereafter.
How to generate Non-availability Certificate?
If user tries to search an event presumed to have been registered and it is
not found in the system, then a Non-Availability certificate has to be issued for
such cases as shown below.

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Death Registration

Keeping the mouse pointer over Death link will display the sub links which will
allow registering death; View NAC issued list, Search for registered Deaths,
Incomplete Registration Form respectively.
Deceased Information:
Date of Death: Select the date of death from the calendar control. The application
validates the date of death with the reporting date as keyed in.
There are three checks on Date of Death for checking the delayed registration. If
any of the below conditions is true then it is considered to be delayed.
Date of Reporting–Date of Death is more than 21 Days but within 30 Days.
Date of Reporting–Date of Death is more than 30 Days but less than1 Year.
Date of Reporting–Date of Death>1Year.
If the registration falls under any of these categories then the software would
prompt for the event being a delayed event and in the statistical form it will ask
for the documents based on the period of delay as follows:
Documents Period of Delay
Receipt No. More than 21 days but within
30 days
Receipt No. Order No. of Date of Order More than 30 days but
Competent Authority Within one year
Receipt No. Magistrate Order No. Date of Order After1year

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Still Birth
Keeping the mouse pointer over Still Birth link, it will display the sub links
which will allow registering still birth, Search for registered Still births,
incomplete registration form, Application Received and Rejected Applications
respectively.

Date of Birth: Select the date of birth from the calendar control. The application
validates the date of birth with reporting date as in, the date of birth should
always be smaller than that of reporting date.
There are three checks on Date of Birth for checking the delayed registration, if
any of the below condition is true then it is considered as delayed:
Date of Reporting–Date of Birth is more than 21 Days but within 30 Days.
Date of Reporting–Date of Birth is more than 30 Days but within 1 Year.
Date of Reporting–Date of Birth > 1 Year.
If the registration falls under any of these categories then in the statistical form
it will ask for the documents based on the period of delay as follows:
Documents Period of Delay
Receipt No. More than21 days but within
30 days
Receipt No. Order No. of Date of Order More than30daysbut

Receipt No. Magistrate Order Date of Order After 1year

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b) MISSION ANTYODAYA - https://missionantyodaya.nic.in
The primary objective of this programme is to Survey and Collect the
Village Infrastructure Data for all the Villages in the GP. The Data Collected Will
be used for creating a Baseline for Mission Antyodaya Program. The census 2011
data is used as baseline data which will be updated and digitized by Facilitator
as census 2017 data with the help of Android Mobile Application. Every Village
data is being enumerated on the basis of questionnaire parameters. Gram
Panchayat score is aggregated on the basis of total villages data within the Gram
panchayat and the then Gram Panchayat ranking is decided on the basis of score
received. Baseline data of previous year will be used as baseline data for the
current year, which will be updated and digitized by Facilitator with the help of
same Android Mobile Application.
Mission Antyodaya Mobile Application entering data: Download mobile app
from Google Play in Android mobile and login through self-registration. Once
approved, can login be using mobile number. Password can be retrieved by
choosing Forgot password option and OTP.

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79 | A Hand Book for Digital Assistants
b) GRAM PANCHAYAT DEVELOPMENT PLAN (GPDP) Sabki Yojana Sabka
Vikas - https://gpdp.nic.in
About GPDP:
The GPDP campaign will be an intensive and structured exercise for
planning at Gram Sabha level through convergence between Panchayati Raj
Institutions (PRIs) and concerned Line Departments of the State. Gram
Panchayats have been mandated for the preparation of Gram Panchayat
Development Plan (GPDP) for economic development and social justice. The
GPDP planning process has to be comprehensive and based on participatory
process which involves full convergence with Schemes of all related Central
Ministries / Line Departments related to 29 subjects listed in the Eleventh
Schedule of the Constitution. The People’s Plan Campaign will be rolled out as
‘Sabki Yojana Sabka Vikas’ from 2ndOctober to 31stDecember, 2018. During the
campaign, structured Gram Sabha meetings will be held for preparing Gram
Panchayat Development Plan (GPDP) for the next financial year
Types Of users in GPDP:
Users will be created at the different
hierarchy by the upper next level. First
time, user need to change the
password by using forgot password
functionality.

The user needs to click on the forgot

password link and enter the user login
id (Mobile number). An OTP would be
sent to user mobile and mail box which
will be activated for next 30 minutes.
Post entering the OTP, it will redirect
user to changes the password for GPDP
portal After putting the received OTP, user will be redirected on the password
reset screen as mentioned below.
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Block Panchayat level users: District level users can create the BPRO (Block
Panchayati Raj Officer) and BDO (Block Development Officer) for the respective
block in a district. BP
level user can also
create the facilitators
and frontline worker
users Designation,
Mobile number, email
id and full name will
be captured of the registered user. Single user of BPRO and BDO at a single
block is allowed.
GP level Users:
Sarpanch and Panchayat
Secretary User will be
created at the GP level
which will be created by
the block level users.

Facilitators: Facilitator user for each gram panchayat will be appointed by the
state. State may consider appropriate persons including officials for
nominations. Roles of a facilitator would be
a. Facilitate the special GS for GPDP on the designated day.

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 b. Submit the report regarding the conduct of the Gram Sabha on the portal.
c. Coordinating with frontline staff of participating ministries/departments.
d. Supporting preparation of GPDP
e. Upload GPDP on Plan Plus
Creation of Facilitator user at Gram Panchayat Level

Frontline workers: State level, District Level, Block level users are responsible
for appointing and uploading the names of frontline workers to be deputed for
Gram Sabha meetings on the designated days. The frontline workers will give a
brief structured presentation regarding the activities of the department. Multiple
frontline workers can be created at a single time for a department. Following
departments are being identified as frontline departments in GPDP campaign.

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Notification Module:
Notifications can be sent in the form of email and SMS to the entity-based
user. Notification can be sent from Central admin. Central Administrator will
select the User Type. All the types of users are available in the drop down. Central
admin needs to select the type of user and based on the selection of user type,
users that all are available would be populated in the Select User section.
Multiple users can be selected at once.

Communication mode need to be selected for sending the notification.

a. Email based notification: An editor will be opened and central admin can
enter the desired content and format the same as well. User can also add an
attachment along with the email. As of now, any type of file can be attached.
b. SMS Based notification: A small text box will get opened and user can insert
the message and can send it to the selected users.

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Special Gram Sabha Scheduled
Gram Sabha wise calendar for holding of Gram Sabha’s will be finalized at
district/State level and the same will be uploaded on the portal. While,
scheduling the calendar of events of the Gram Sabha, States/Block/Facilitator
may take care that within a block no two Gram Sabha meetings are scheduled
on the same date so as to ensure presence of frontline workers of all line
Departments. However, States/Block/Facilitator may schedule more than one
Gram Sabha meetings in a block on the same date if they can ensure the
presence of frontline workers from the line department in all Gram Sabha
meetings.
For schedule of Gram Sabha, User needs to select the GP for which it needs
to be scheduled. A date would be given for the gram Sabha. Post selecting the
GP, facilitator user needs to be selected for respective special gram Sabha. All
the users would be
populated in the drop
down. A single user can be
selected as a facilitator.
After filling the details of
GP and facilitator,
frontline departments and
users’ needs to be selected
for Gram Sabha. A check
box is available against
each frontline department
for selecting the
participating departments
and then users will come
into the drop down. User
needs to click on the Save
Button to save the details
of Gram Sabha and it will be shown in the calendar.
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GPDP android mobile app
Splash Screen: Officer Login Screen: Home Screen:

Location Screen: Upload Screen:

c)
d)

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Jala Shakti Abhiyan (JSA) Mobile Application under GPDP
Multilingual Android-based app that helps to record the
special JSA-related Gram Sabha details. Allows the user to
capture geo- tagged photographs for Gram Sabha and JSA-related activities
Captures the JSA category-wise discussion points for effective monitoring and
action Shares the JSA Gram Sabha details with GPDP web application for
transparency

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c) GPDP & PLANPLUS - http://planningonline.gov.in

In an attempt to address convergence problems, the Planning Commission

issued guidelines in 2007 that mandated that all plans from 11th Five Year Plan
onwards should be prepared in a decentralized manner, starting from rural local
governments i.e. Gram Panchayats.
Recognizing the potential of Information and Communication to de-
mystify the planning process, Ministry of Panchayati Raj in collaboration has
designed and developed a software, Plan Plus, for simplifying and strengthening
the planning process.

On the main screen in the top-section

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 Plan plus (Work Section)

Open planplus website

(https://planningonline.gov
.in)

Click on login option

Type username, password

and word verification

Click on requirement section

Click on create activity

➢ Select plan year

➢ Select plan type
➢ Select block panchayat
➢ Select village
panchayat
➢ Select type of activity
(public works or
beneficiary oriented
programmes)

➢ Type activity name.

➢ Type activity
description.
➢ Select focus area.
➢ Select activity for option
(only SC, only ST or
general/All)

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Select remaining options
as per requirements.

➢ Select activity is (fresh,

Maintenance or Upgradation).
➢Select month
➢Select type total duration of
months and days.
➢ Type estimated total cost.
➢ Type total expected
beneficiaries (SC, ST and
General).
➢Select activity output (Asset,
Training/Capacity building,
community services)

➢ Select asset type (immovable or

movable).
➢ Select asset category type.
➢ Select asset sub category type.
➢ Select unit type.
➢ Specify length
➢ Type unit cost.
➢ Select asset coverage (GP office,
Area).
➢ Select location of asset.
➢ Select census village.
➢ Type census village total units.
➢ Click on confirm option.
➢ Again, click on confirm option.
➢ Finally click on save option.

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 Fund Section:

➢ Click on resource envelope

option.
➢ Click on budgetary allocation.
➢ Allocate amount for concern
central schemes, state schemes
and other resources.
➢ After allocate amount, click on
save option.

Planning and Approval section:

➢ Click on planning.
➢ Click on create action plan.
➢ Click on get data.
➢ Allocate amount for concern
works.
➢ Upload resolution copy.
➢ Approve action plan.
➢ Finally freeze action plan.

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d) NATIONAL RURAL EMPLOYMENT GUARANTEE SCHEME
http://www.nrega.ap.gov.in
The MGNREGS Act aims at enhancing the livelihood security of people in
rural areas by guaranteeing hundred days of wage-employment in a financial
year to a rural household whose adult members volunteer to do unskilled
manual work.

Registration for Job card:

A wage seeker should hold a job card to work in the scheme. Wage seeker
and his family members can register under this scheme by submitting an
application at the Gram Panchayat. A register maintained at the gram panchayat
will be sent to the Mandal Computer Centre (MCC) for entry of the wage seeking
household information.
The MCC allocates a Job card ID that is an 18-digit identification number
consisting of 14-digit habitation code (District, Assembly, Mandal, Gram
Panchayat, Village and Habitation) and a 4-digit household running serial
number. A Job card shall be generated for each household and handed over to

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the Gram Panchayat. The gram panchayat completes the job card by affixing the
photograph of the household duly attesting the same and hands it over to the
household.
Preparation of Labour Budget and the Annual Convergent Planning for
Identification of works Exercise:
“The Gram Panchayat shall be responsible for identification of the works
in the Gram Panchayat area to be taken up under a Scheme as per the
recommendations of the Gram Sabha and the Ward Sabha, and for executing
and supervising such works.” Para 7, Schedule (1) of the Act: The annual
planning exercise for Mahatma Gandhi NREGS will be done to identify feasible
works sufficient to cater the demand arising from all households having job
cards. The thrust is on planning for works related to Natural Resource
Management (NRM), agriculture and allied activities and livelihood related works
on individual’s land.
The Gram Panchayat should also synchronize the shelf of projects with
Gram Panchayat Development Plan (GPDP) so that all MGNREGS works are
necessarily part of the GPDP. Proceedings of each Gram Sabha/Ward Sabha in
which the respective shelf of projects for the GP has been approved, have to be
uploaded. The Gram Panchayat is to submit the annual plan approved by the
Gram Sabha to the Programme Officer.
Types of Works
List of permissible works: Permissible works are categorized into 4 parts.
The Management Information System (MIS) has listed 43 categories of works
covering 260 types of works 31 permissible under the Programme. Of this, 181
works are related to Natural Resource Management of which 84 are water related
works. 164 works are related to agriculture and allied activities.
o Category A: Public Works Relating to Natural Resources Management
o Category B: Community Assets or Individual Assets
o Category C: Common Infrastructure Including NRLM of Self-Help Groups
o Category D: Rural Infrastructure

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7 Registers:
As part of good governance measures,7 registers have to be maintained at
Secretariat.
1. Job Card Register (A B C D): The details of the Job Cards issued in a GP are
entered in this Register
2. Grama Sabha Registers: The minutes of the Gram Sabhas and the resolutions
are recorded in this Register.
3. Work Demand – Allocation – The SSS Group wise Demand, Allocation of
Works, Payment Register, no. of Days worked and the amount paid
4. Works Registers (Part “A” & “B”): It contains the list of works taken up in a
GP.
5. Fixed Asset Register (Part “A” & “B”): The details of the assets created and
work done are recorded in this Register
6. Grievance Register: The Grievances received from the stake holders of
MGNREGS are entered in this Register.
7. Material Register: It contains the material payments of the works done in the
GP.
Reports:
To be informed about the status of wage seekers, works, expenditure, payments,
sanctions, etc. reports have to be verified frequently.
Home page>MIS Reports>R.13.20, R.38 D, and various reports depending on
purpose can be extracted.
Social Audit:
The Society for Social Audit, Accountability and Transparency (SSAAT) - Andhra
Pradesh, has been set-up with a vision to uphold the concept of eternal vigilance
by the people, facilitated by social activists and Government acting in
conjunction. SSAAT's mission is to promote the empowerment of rural
communities directly benefiting from welfare schemes such as the MGNREGS
and minimization of leakage and wastage of public funds.

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Role of Gram Panchayat:
➢ Issuing Job card
➢ Participation in works identification and planning
➢ Conducting Gram Sabhas for identification and approval of works as part
of planning and Social Audit
➢ Muster verification
➢ Convergence of Panchayat works with MGNREGS funding
➢ 7 Registers
➢ Generic works
➢ Inclusion of MGNREGS works in Gram Panchayat Development Plan

e) DIGILOCKER - https://digitallocker.gov.in
Digital Locker, one of the key initiatives under the Digital India initiative,
is aimed at eliminating the usage of physical documents and enable sharing of
e-documents across government agencies via a mechanism to verify
“authenticity” of the documents online. Residents can also upload their own
electronic documents and digitally sign them using the e-sign facility. These
digitally signed documents can be shared with Government organizations or
other entities.
USER ID CREATION
Step1: Access digital locker through the above website address You can update
your mobile number in Aadhaar by visiting any UIDAI centre
➢ Kindly ensure that your current mobile number is registered with Aadhaar
number
➢ Citizens with Aadhaar number can create Digital Locker accounts
Step 2: Click on ‘Sign Up
Two options are there to proceed further – Use OTP or Use Fingerprint
SIGN IN
Enter your unique 12digit Aadhaar number
Step 1: Click on ‘Sign In’
Step 2: Enter User Details User can login via any of these 3 available options:
94 | A Hand Book for Digital Assistants
 ➢ Aadhaar Number and the OTP
➢ User name and Password provided during account creation
➢ Facebook ID validation
Uploading Certificates & Documents
Step 1: After signing into Digital Locker, click on Uploaded Documents and then
click on Upload
• Multiple documents can be uploaded at a time
Viewing Certificates
• After login into Digital Locker account, click on Uploaded Documents to
view all user
• Users can edit (file names, Doc type), download, and share files from here
uploaded certificates and documents
e-Sign Document/Certificate
• Click on e-Sign link provided for each document in Uploaded Document
section.
• Only one document can be e-Signed at a time
• Selected document will be e-Signed (and converted into pdf if not already
a pdf document)
• After entering OTP, click on e-Sign button.
• User will receive an OTP on mobile which needs to be filled in the text box.
Share Document
• Click on share link provided for each document in Uploaded Document
section User will get a pop up for entering email ID with whom this
document will be shared.
• Only one document can be shared at a time
• Selected document will be shared with email address provided.
• After entering email ID, click on send button.

Viewing Issued Documents

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 After login into Digital Locker account, click on Issued Documents to view all
issued
• Clicking on URI will fetch the actual document directly from issuer
database/filesystem
• Users will be able to view URI of the documents shared with him/her by
registered issuers
Viewing Activity
After login into Digital Locker account, click on Activity to view all the activities
performed
• Activity list is only for viewing. It cannot be edited or deleted. by the logged
in user in the system
Viewing Issuers
• After login into Digital Locker account, click on Issuers to view all
registered issuers who are part of the Digi-Locker system.

e) PANCHAYAT AWARDS - https://panchayataward.gov.in

Ministry of Panchayati Raj, Government of India has been incentivizing the best
performing Panchayats recommended by the State Governments/UT
Administrations since 2011-12.

S. Name of Award Number of Applicati Number of Referen

N Award on format Nominatio ce
o ns

1. Deen Dayal Upadhyay As per list (One Online Two times Annex-I
Panchayat Sashaktikaran third of the total of number
Puraskar (DDUPSP) in awards are in of awards
General and Thematic thematic
categories for all three levels category).
of Panchayats.

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2. Nanaji Deshmukh Rashtriya One for each Online Two/Three
Gaurav Gram Sabha States/UTs per
Puraskar (NDRGGSP) to State/UT
Gram Panchayats for
outstanding performance of
Gram Sabha.
3. Gram Panchayat Three (3) best Online Upto Three Annex-II
Development Plan (GPDP) GPs across the per
Awards country State/UT
The awards are given on the National Panchayati Raj Day celebrated
on24th every year. Nominations in the prescribed online formats for following
categories of Awards are invited-
Deen Dayal Upadhyay Panchayat Sashaktikaran Puraskar (DDUPSP)
are given to best performing Panchayats (District, Intermediate and Gram
Panchayat) across the States/UTs in recognition of the good work that is done
by PRIs at each level for improving delivery of services and public goods. This
year the nomination for DDUPSP will be received for General and Thematic
categories. One-third of the total DDUPSP awards are proposed in the categories
of thematic awards. Nine thematic categories are Sanitation, Civic Services
(Drinking Water, Street Light, infrastructure), Natural Resource Management,
Marginalized section (Women, SC/ST, Disabled, Senior Citizen), Social Sector
performance, Disaster Management, CBOs/Individuals taking voluntary actions
to support Gram Panchayats, Innovation in Revenue Generation and e-
Governance. DDUPSP would be assessed out of Max. 100 marks for General
Theme and out of Max. 120 marks (i.e. 100 marks for General questionnaire and
20 marks for Thematic questionnaire) for each of the Thematic Awards.
Nanaji Deshmukh Rashtriya Gaurav Gram Sabha Puraskar
(NDRGGSP) are given to Gram Panchayats only for their outstanding
contribution to the socio-economic development by involving Gram Sabhas.
Gram Panchayat Development Plan (GPDP) Award: This is a new award

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introduced during 2017-18, to be conferred upon three best performing Gram
Panchayats across the country. This has been done with a view to encourage the
GPs which have developed their GPDPs according to the State/UT specific
guidelines prepared in line with the models’ guidelines issued by MoPR. While
nominating the Panchayats for awards, the States/UTs should ensure that the
Gram Panchayats and Intermediate Panchayats in Schedule V areas are
represented in proportion to the number of Panchayats therein. The States/UTs
should also ensure that the Panchayats from different parts of the States/UTs
are represented while nominating. The nominations from Intermediate and Gram
Panchayats from one district should not be more than two each.
Please keep visiting this site regularly for latest update.
Important: For User Name and Password, State Nodal Officer and NIC State
Coordinator shall be contacted. Each User have to change the password on first
login attempt and keep password in safe custody. In case of any difficulty,
Ministry of Panchayati Raj may be contacted at e-mail address: awards-
[email protected] and panchayat awards.

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 10. Introduction to Financial Management Systems
A financial management system is the methodology and software that an
organization uses to oversee and govern its income, expenses, and assets with
the objectives of maximizing profits and ensuring sustainability. An effective
financial management system improves short- and long-term business
performance by streamlining invoicing and bill collection, eliminating accounting
errors, minimizing record-keeping redundancy, ensuring compliance with tax
and accounting regulations, helping personnel to quantify budget planning, and
offering flexibility and expandability to accommodate change and growth.
Other significant features of a good financial management system include:
• Keeping all payments and receivables transparent.
• Amortizing prepaid expenses.
• Depreciating assets according to accepted schedules.
• Keeping track of liabilities.
• Coordinating income statements, expense statements, and balance sheets.
• Balancing multiple bank accounts.
• Ensuring data integrity and security.
• Keeping all records up to date.
• Maintaining a complete and accurate audit trail.
• Minimizing overall paperwork.
The following are the two models i.e. Financial Management Systems being
utilized by Government of India and Government of Andhra Pradesh
10.1 Public Finance Management System (PFMS)
The Public Financial Management System (PFMS) is a web-based
application for payment, accounting and reconciliation of Government
transactions and integrates various existing standalone systems.
• A financial management platform for all plan schemes, a database of all
recipient agencies, integration with core banking solution of banks
handling plan funds, integration with State Treasuries and efficient and

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 effective tracking of fund flow to the lowest level of implementation for plan
scheme of the Government.
• To provide information across all plan schemes/ implementation agencies
in the country on fund utilization leading to better monitoring, review and
decision support system to enhance public accountability in the
implementation of plan schemes.
• To result in effectiveness and economy in Public Finance Management
through better cash management for Government transparency in public
expenditure and real-time information on resource availability and
utilization across schemes. The roll-out will also result in improved
programme administration and management, reduction of float in the
system, direct payment to beneficiaries and greater transparency and
accountability in the use of public funds. The proposed system will be an
important tool for improving governance.

Agency Registration:
Implementing Agencies (e.g. Statutory bodies, Trusts, Registered Societies,
Autonomous Bodies, State Govt. Institutions, Local Bodies etc.) are registered on

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PFMS for monitoring of bank balances and tracking of fund flow. The bank
balances of these agencies can be monitored through PFMS after their
registration on PFMS.
Expenditure management and fund utilization through PFMS (EAT) module:
After completion of registration process, the Agencies can login to PFMS portal
and can create Maker and Checker type users to use Expenditure-Advance-
Transfer modules (EAT module) for transferring funds or advances to lower level
Agencies and e-payments to vendors, employees and beneficiaries for financial
MIS. This is an extremely important functional module of PFMS for monitoring
the ultimate utilization of funds.
Treasury Interface
Ministry of Finance, under the Central Scheme for Treasury Modernization has
mandated compulsory interface of State Treasury Systems with PFMS.
Consequently, an interface for sharing data with State Treasuries has been
developed in PFMS. This aims at tracking of utilization of funds for all Central
Schemes in all States which are either transferred through the State
Consolidated Fund or Implementing Agency route. Funds transferred from
Central Ministries are tracked at each successive stage, starting with the initial
release with the help of PFMS – Core Banking Solution (CBS) interface
Bank Interface
PFMS-Core Banking Solution Interface facilitates online validation of
beneficiaries, and Agencies bank account details. Electronic payment files are
generated through PFMS for three modes of payments, viz. Print payment Advice
(PPA), Digital Signature Certificate (DSC) and Corporate Internet Banking (CINB).
At present, PFMS –CBS interface is operational with Public Sector Banks (26),
Regional Rural Banks (50), and private sector banks (10). PFMS has interface
with India Post and RBI too.
Direct Benefit Transfer (DBT)
The DBT Scheme was announced by the Government of India for
implementation w.e.f. 01.01.2013. It has been decided that payments (Aadhaar
enabled or via NEFT) to ultimate beneficiaries will be processed through PFMS
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(CPSMS). Further, the use of PFMS has been made mandatory for payment,
accounting and reporting under Direct Benefit Transfer, with effect from 1st April
2015. No payments under the Direct Benefit Transfer schemes (except PAHAL)
are to be processed, unless the electronic payment files for such payments are
received through the PFMS system developed by the CGA from 1st April, 2015.
As a result, every Department/Ministry will transfer funds electronically
to each beneficiary (individual or institution) through PFMS. Further,
implementing agencies will transfer the cash components to beneficiaries
through PFMS. In case where funds are transferred to State
Government/Treasury, each Ministry will coordinate and ensure that the cash
component of each scheme is transferred through PFMS. In both the above
cases, all Departments/ministries will use the PFMS system of CGA for
processing payments which is already linked with NEFT and APB of NPCI for
settlement of funds, and can process both type of payments on a single platform
The objective of Expenditure, Advance and Transfer (EAT) module of Public
Financial Management System (PFMS) is to help Program Implementing Agencies
(PIAs) in filing of expenditure, transferring funds, advances and its settlement.
The process of feeding the day to day transactions as recorded in the cash book
of the PIA on the PFMS portal is called expenditure filing.
The following activities need to be completed by the Program Division (PD) for
implementation of EAT:
➢ PIA Registration
➢ Hierarchy Mapping
➢ Identifying Components
1) Program Implementing Agency (PIA) gets registered onto Public Financial
Management System (PFMS) post approval by the competent authorities
(Program Division and the Principal Accounts office of the Ministry running
the scheme.
2) Creation of Users (Maker and Checker) The Public Financial Management
System (PFMS) has been designed with Maker Checker concept where the
Data Operator (Maker) will enter all transaction entries and submit it to the
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 Data Approver (Checker) for verification and approval/rejection of
transactions. For this purpose, two separate users have to be created as Data
Operator and Data Approver by the Admin user. The detailed steps for
creating these users are set out below:
Step1: Go to Masters > Users>Add New
Step2: Select the Type of User from the drop-down list
Step3: Enter the First Name Step4: Enter the Last Name
Step5: Enter Email (This should be correct and active e-mail as the password
and other communication will be sent to this e-mail only)
Step6: Enter Phone Number
Step7: Enter Mobile Number, if any.
Step8: Enter a Login ID for the user (Login ID should be minimum of four
different characters).
Step9: After entering all the above details, click on “Submit” button
Entering receipts of PIA
The receipts of a PIA consist of opening balance, receipts from Central
Government, receipts from other PIAs, receipts from State Government, returned
by other PIAs, interest income, income from other sources, etc. All these details
will be entered by the data operator and will be approved by the data approver.
Step1: For entering opening balance, the data operator will login into PFMS
portal
Step2: Select My Funds>Opening Balance from the menu.
Step3: Select Scheme to which the opening balance is to be added from the drop-
down list.
Step4: Select the Bank Account in which the opening balance is to be added (For
Cash Balance, select Cash option from the drop down).
Step5: Available balance in the system against the bank account selected will be
displayed by the system. At the start of Expenditure Filing by PIA, the
available balance will be Zero.
Step6: Enter Opening Balance Amount.

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Step7: Select Opening Balance Date (This should be the date of beginning of EAT
Module on PFMS).
Step8: Select Transaction Type (Component Wise option is for entering the
opening balance against each and every component whereas Bulk
option is for entering the opening balance against all components).
Step9: Select ‘Is Reversal Entry’ check box option for making a reverse entry
(deduction) from opening balance entered.
Step10: After entering all the details, click on Save button to save the opening
balance in the system.
Once the data is submitted by the data operator (Maker), it will be sent to Data
Approver (Checker) for his approval. The steps are as under:
Step12: Data approver will log in and go to My funds>Opening Balance. The
opening balance submitted by data operator (Maker) will be displayed in
the page.
Step13: Click on Bulk button under Scheme Component to open the opening
balance details page.
Step14: Verify the details of opening balance.
Step15: The approver can approve/reject/cancel transaction by clickin g on
Approve/Reject/Cancel Transaction button.
Receipts from Central Government
As and when the fund is released by the central government directly to the PIA,
it becomes visible as shown below:
Step1: Select My Fund> Received from Central Govt. from the menu. A new page
will open showing all the details of sanctions/releases from Central
Government.
Step2: Click on “Received” button to receive the amount. In case the sanction
does not pertain to the PIA, it can be returned by clicking on “Not
Received”. (This action is to be done only by the Agency Administrator).
Step1: Select My Funds>Received from other agencies from the menu. All the
releases will be displayed sanction-wise.

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10.2 Comprehensive Financial Management System (CFMS)
CFMS Overview
Comprehensive Financial Management System (CFMS) is an enterprise
level application, being designed, developed and implemented by Andhra
Pradesh Centre for Financial Systems and Services (APCFSS) on behalf of the
Finance Department, on the SAP S4 HANA platform.
The broad outcomes envisaged from the implementation of the CFMS
project include a ‘Single Source of Truth’ across the Enterprise (i.e. the State)
accessible by all the stakeholders of the system, real time information
availability, facilitate agility in decision making, speed and certainty of service
delivery, convenience to all the Stakeholders, minimal reconciliations and
improved financial discipline in the State.
SERVICES
The identified services under the Comprehensive Financial Management
System (CFMS) are broadly categorized amongst the Government to Government
(G2G), Government to Citizen (G2C), Government to Employee (G2E) and
Government to Business (G2B) areas to cover the broad gamut of Government
and its stakeholders.

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 The creation of works bill at the DDO level is initiated by the Maker, who
is usually a Junior Assistant/Senior Assistant, based on the initial documents
required for the claim and submits it to the Checker. He should take proper care
to enter the data accurately as per the original documents such as the
Measurements Books, Agreement Quantities, etc., as there is no edit option
available at any level above him and the checker/submitter has to return the
claim to Maker himself for any corrections found by the higher levels. He shall
have to attach the scanned copies of authentic original documents wherever they
are mandatory.
Workflow Configuration for Bill Submission (DDO): It is used to assign who
will be a Maker, Checker and Submitters. DDO level is given a tile in his CFMS
login, using Which he can assign who will be a Maker, Checker and Submitters
within his office by his office orders.
Learning is facilitated through training videos and demo practice in Website:
https://cfms.ap.gov.in, in Training category for each type of bill.

10.3 Panchayat Raj Institutions Accounts – PRIASOFT - Panchayat Raj

Institutions Accounting Software - https://accountingonline.gov.in
Objective:
➢ It facilitates better financial
management of Panchayati
Raj Institutions (PRIs)
➢ By bringing transparency
and accountability in the
maintenance of accounts.
➢ Leading to better credibility
and Ultimately
strengthening of PRIs.
Stakeholders: Figure - 7

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 • Availability: Web-based software and available 24X7
• Transparency: Various MIS Reports available in Public domain
• Two Stage Data Entry
• Operator
• Administrator
• Facilitate Alerts on Important Transactions
• SMS
• E-mail
PRIA Soft Sections:
Master Entry
Captures the Master Data (Account Heads / Banks / Treasury /Post Offices /
Schemes / Stocks /Opening Balance/Note of Error /Beneficiaries etc.)
Transactions
❖ 4 Type of Voucher Entries. (Receipt/Payment/Contra/Journal)
❖ Reconciliations of Bank / Treasury / Post Office Accounts with system
generated cash book.
Period End Procedures
❖ Day Book Closing
❖ Month Book Closing
❖ Year Book Closing
Reports
❖ 8 Formats prescribed by C & AG
❖ Additional Accounting Reports as per need of states/PRI.
Recording Opening Balance:
• Before use of PRIA Soft, every Panchayat should first enter & freeze
Statement of Affairs in PRIA Soft as Opening Balance.
• Opening Balance can be modified till the first Day Book is closed
• Opening balance is recorded for:
➢ Panchayat’s own resources and Schemes
➢ Balances available in Cash in Hand,

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 ➢ Various accounts of (Banks, Treasury and Post Office) under the
schemes.
➢ Any advances given to employees and agencies under schemes
• Opening Balance for subsequent years are automatically calculated by the
system, once previous FY book are closed.
Four Types of Voucher Entries are possible:
• Receipt Voucher
• Payment Voucher
• Contra Voucher
• Journal Voucher
Receipt Voucher:
– A Receipt Voucher is used by a Panchayat to record or capture the details
of any inflow of funds to Panchayat.
– Panchayati Raj Institutions may receive fund as
– Direct Receipt
– Transfer Receipt (Fund transferred to them by other PRIs)
– Advance Receipt (Advance from other PRIs).

– Refund of Advance (Any Receipt against advance given to other PRI)

– Refund of Excess Payment (Receive back the excess amount paid)

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 – Cancellation of Cheques (Receive back amount of cancelled cheque)
– Refund of OB Advance (Received back the OB advance)
Payment Voucher:
• A Payment Voucher is used by a Panchayat to record the details of any outflow
of funds from the Panchayat
• The outflow of funds incurred by the Panchayat may be related to:
• Actual Expenditure incurred by the Panchayat
• Transfer of Funds to other PRIs
• Payment of Advance to other PRIs, Line Departments, Agencies or Employees
– PRIA Soft also allows cancellation of receipts through Payment Voucher.

• Payment Voucher can also be used to record adjustment of:

– Advances recorded in OB
– Advances made through Payment Voucher
– Stock Advances
– Various deductions such as Royalty, VAT etc.
Contra Voucher:
• A Contra Voucher is used by the Panchayat to record any transactions
occurring:

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 – Between Cash-in-hand & bank/treasury/post office or vice versa.
– Between Two accounts of bank /treasury/post office.

• Contra voucher can only be used to record the transactions within a

scheme or its components.
Journal Voucher:
• Journal Voucher is used by a Panchayat to record any rectification/book
adjustment (from one Account Head to another Account Head), if voucher
booked in wrong account head.
• It does not involve any receipt or payment entry in account cash book.
• Various type of Journal Voucher is:
– Receipt Rectification and Payment Rectification
– Advance Rectification and Advance /OB Adjustments
– 1601 to 8782 adjustment
– 8782 to 1601 adjustment etc.

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Period End Procedures:

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Bank/PO/Treasury Reconciliation:

PRI-Wise Reports:
• Day Book
• Monthly Cash Book
• Scheme- wise Cash Book Ledger Book
• Scheme Wise Cheque Receipt &Cheque Issued Details
• Register of Advances Register of Receivables and Payables
• Scheme Wise Annual Receipt and payment Account
• Monthly Reconciliation Statement Opening Balance Report
• Bank/Scheme wise List of Accounts Fund Diversion Report
• Deduction Report Vouchers Report
• Cheques Issued but not yet Presented
• Cheques Deposited but not yet Realized
• Cheques Received but not yet Deposited
• Account Wise Cash Book Report
10.4 CASHLESS TRANSCTIONS: DIRECT BENEFICIARY TRANSFER (DBT)
SYSTEM.
The Digital India programme is a flagship programme of the Government
of India with a vision to transform India into a digitally empowered society and

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knowledge economy. “Faceless, Paperless, Cashless” is one of professed role of
Digital India.
Direct Benefit Transfer (DBT) was introduced on 1 January 2013 with the
main aim of improving the Government’s delivery system and redesigning the
current procedure in welfare schemes by making the flow of funds and
information faster, secure, and reduce the number of frauds.

Definition of Direct Benefit Transfer

The process of directly transferring the subsidy amount and making other
transfers directly into the account of beneficiaries rather than providing it to
government offices is known as DBT. In this context, every household owns a
zero deposit ‘Jan Dhan’ bank account. Some of the examples of transfers are
MGNREGA wage payments, scholarships and subsidies.
Advantages of Direct Benefit Transfer
The main advantages of DBT are mentioned below:
➢ DBT’s main advantage is preventing any frauds. Therefore, the beneficiary
receives the funds directly from the government. The beneficiary’s bank
account will directly receive the money.
➢ With the help of the Aadhaar number, the identification of the beneficiary
can be done better. The government will be able to identify the beneficiary
with the help of their Aadhaar details since it is a universal ID.

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Operating process for Direct Benefit Transfer
DBT process contains a number of sub-processes that are present at different
levels. Given below are the sub-processes of DBT:
➢ Preparatory steps that must be taken.
➢ Public Financial Management System (PFMS) registration.
➢ A beneficiary database must be created.
➢ Checking the accuracy and validity of beneficiary details.
➢ Payments that must be made and setting up of a feedback loop.
Function of Aadhaar under Direct Benefit Transfer Scheme
One of the major achievements of the government is the linking of the
Aadhaar number to the DBT scheme. The main aim of linking the Aadhaar
number is for the government to make all kinds of payments using this link. It
also helps in making sure the right beneficiary receives the payment, and the
payment is received directly to the beneficiary’s account. The government also
recently announced that LPG subsidy will not be provided for individuals whose
yearly income is more than Rs.10 lakh. As part of promoting cashless
transactions and converting India into less-cash society, various modes of digital
payments are available.
b) BANKING CARDS (DEBIT / CREDIT / CASH / TRAVEL / OTHERS)
Banking cards offer consumers more security, convenience, and control than
any other payment method. Payment cards give people the power to purchase
items, transfer money, pay bills in stores, on the Internet, through mail-order
catalogues and over the telephone or They save both customers and merchants’
time and money, and thus enable them for ease of transaction.
b) UNSTRUCTURED SUPPLEMENTARY SERVICE DATA (USSD)
*99# service has been launched to take the banking services to every
common man across the country. Banking customers can avail this service by
dialing *99#, a “Common number across all Telecom Service Providers (TSPs)”
on their mobile phone and transact through an interactive menu displayed on
the mobile screen.

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 Key services offered under *99# service include, interbank account to
account fund transfer, balance enquiry, mini statement besides host of other
services. *99# service is currently offered by 51 leading banks & all GSM service
providers and can be accessed in 12 different languages including Hindi &
English.
How to get it:
• Provide KYC (Know Your Customer) information to open a new account
• Mobile no. should be linked with bank a/c
• Register for USSD/Mobile Banking
• Get MMID (Mobile Money Identifier)
• Get MPIN (Mobile PIN)
Service Activation:
• None
• 1-2 minutes
What is required for Transaction?
• Remember MMID
• Remember MPIN
• Dial *99#
• Registered mobile number with any phone (feature or smart)
• Self Service mode
c) AADHAAR ENABLED PAYMENT SYSTEM (AEPS)
AEPS is a bank led model which allows online interoperable financial
transaction at PoS (Point of Sale / Micro ATM) through the Business
Correspondent (BC)/Bank Mitra of any bank using the Aadhaar authentication.
How to get it:
➢ Provide KYC (Know Your Customer) information to open a new account
➢ Aadhaar Number should be linked with bank a/c
Service Activation:
➢ None
➢ 1-2 minutes post Aadhaar seeding

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What is required for Transaction?
➢ Micro ATM
➢ Remember Aadhaar
➢ Give Bank name
➢ Present self (Aadhaar holder) with Bio-metrics (Finger and/or IRIS)
➢ Assisted mode
Transaction Cost:
➢ NIL to customer
➢ Merchant or BC may get charged or paid based on bank’s discretion
f) UNIFIED PAYMENTS INTERFACE (UPI)
Unified Payments Interface (UPI) is a system that powers multiple bank
accounts into a single mobile application (of any participating bank), merging
several banking features. Each Bank provides its own UPI App for Android,
Windows and iOS mobile platform(s). Ex: BHIM, Google Pay
How to get it:
➢ Bank a/c
➢ Mobile number should be linked with bank a/c
➢ Smart Phone with internet facility
➢ Debit Card for re-setting MPIN.
Service Activation:
➢ Download the App for UPI
➢ Do registration online on the App with a/c details
➢ Create a virtual ID
➢ Set MPIN
➢ 5-7 minutes
What is required for Transaction?
➢ Smartphone with internet facility
➢ Registered device only
➢ Use registered MPIN
➢ Self Service Mode

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 g) MOBILE WALLETS
A mobile wallet is a way to carry cash in digital format. You can link your
credit card or debit card information in mobile device to mobile wallet application
or you can transfer money online to mobile wallet. Instead of using your physical
plastic card to make purchases, you can pay with your smartphone, tablet, or
smart watch. An individual's account is required to be linked to the digital
wallet to load money in it. Most banks have their e-wallets and some private
companies. e.g. Paytm, Free charge, Mobikwik, Oxigen, mRuppee, Airtel Money,
Jio Money, SBI Buddy, itz Cash, Citrus Pay, Vodafone M-Pesa, Axis Bank Lime,
ICICI Pockets, Speed Pay etc.
How to get it:
➢ Option to open Zero KYC or Full KYC wallet
➢ Option of Consumer vs. Merchant wallet
➢ Mobile Number
➢ An App to be downloaded in smart phone
Service Activation:
➢ Load money (subject to regulatory limits) using internet banking or
merchant locations
➢ Bank A/c
➢ All Cards
➢ Cash-In
What is required for Transaction?
➢ Smartphone or internet
➢ Use MPIN
➢ Self-service and/or Assisted mode
h) POINT OF SALE
A point of sale (PoS) is a swipe machine at the place where sales are made.
Necessary conditions for service initiation:
• Handheld Device with card and /or bio-metric reader
• Merchant Bank a/c

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 • Internet connectivity GPRS/ Landline
Service Activation:
• Paper work with Bank for merchant bank a/c
• Deposit certain amount
• Collect device
• Configuration and training to operator
What is required for Transaction?
• Any Card
• Resident for bio-metric authentication (AEPS)
• Assisted Mode
• Funds Transfer limit:
• No limit for regulator
• Merchant’s Bank and payee Bank may set limit based on its own discretion
i) INTERNET BANKING
Internet banking, also known as online banking, e-banking or virtual
banking, is an electronic payment system that enables customers of a bank or
other financial institution to conduct a range of financial transactions through
the financial institution's website.
Different types of online financial transactions are:
• National Electronic Fund Transfer (NEFT)
National Electronic Funds Transfer (NEFT) is a nation-wide payment
system facilitating one-to-one funds transfer, restricted to a maximum of
Rs.50,000/- per transaction. NEFT, thus, facilitates originators or remitters to
initiate funds transfer transactions even without having a bank account.
Presently, NEFT operates in hourly batches - there are twelve settlements from
8 am to 7 pm on week days (Monday through Friday) and six settlements from 8
am to 1 pm on Saturdays.
• Real Time Gross Settlement (RTGS)
RTGS is defined as the continuous (real-time) settlement of funds transfers
individually on an order by order basis (without netting). The RTGS system is

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primarily meant for large value transactions. The minimum amount to be
remitted through RTGS is 2 lakhs. There is no upper ceiling for RTGS
transactions. The RTGS service for customer's transactions is available to banks
from 9.00 hours to 16.30 hours on week days and from 9.00 hours to 14:00
hours on Saturdays for settlement at the RBI end. However, the timings that the
banks follow may vary depending on the customer timings of the bank branches.
• Electronic Clearing System (ECS)
ECS is an alternative method for effecting payment transactions in respect
of the utility-bill-payments such as telephone bills, electricity bills, insurance
premia, card payments and loan repayments, etc., which would obviate the need
for issuing and handling paper instruments and thereby facilitate improved
customer service by banks /companies /corporations /government
departments, etc., collecting / receiving the payments.
• Immediate Payment Service (IMPS)
IMPS offer an instant, 24X7, interbank electronic fund transfer service through
mobile phones. IMPS is an emphatic tool to transfer money instantly within
banks across India through mobile, internet and ATM which is not only safe but
also economical both in financial and non-financial perspectives.
j) MOBILE BANKING
Mobile banking is a service provided by a bank or other financial
institution that allows its customers to conduct different types of financial
transactions remotely using a mobile device such as a mobile phone or tablet. It
uses software, usually called an app, provided by the banks or financial
institution for the purpose. Each Bank provides its own mobile banking App for
Android, Windows and iOS mobile platform(s).
k) MICRO ATMS
Micro ATM meant to be a device that is used by a million Business
Correspondents (BC) to deliver basic banking services. The platform will enable
Business Correspondents (who could be a local kirana shop owner and will act
as ‘micro ATM’) to conduct instant transactions.

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 The micro platform will enable function through low cost devices (micro
ATMs) that will be connected to banks across the country. This would enable a
person to instantly deposit or withdraw funds regardless of the bank associated
with a particular BC. This device will be based on a mobile phone connection
and would be made available at every BC. Customers would just have to get their
identity authenticated and withdraw or put money into their bank accounts. This
money will come from the cash drawer of the BC. Essentially, BCs will act as
bank for the customers and all they need to do is verify the authenticity of
customer using customers’ UID. The basic transaction types, to be supported by
micro ATM, are Deposit, Withdrawal, Fund transfer and Balance enquiry with
Real Time Governance System.

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 11. NATIONAL E-GOVERNANCE PLAN (MISSION)
Over the years, a large number of initiatives have been undertaken by
various State Governments and Central Ministries to usher in an era of e-
Government.
The National e-Governance Plan (NeGP), takes a holistic view of e-
Governance initiatives across the country, integrating them into a collective
vision, a shared cause. Around this idea, a massive countrywide infrastructure
reaching down to the remotest of villages is evolving, and large-scale digitization
of records is taking place to enable easy, reliable access over the internet. The
ultimate objective is to bring public services closer home to citizens, as
articulated in the Vision Statement of NeGP.

"Make all Government services accessible to the common man in his

locality, through common service delivery outlets, and ensure efficiency,
transparency, and reliability of such services at affordable costs to realize the
basic needs of the common man"

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 In order to promote e-Governance in a holistic manner, various policy
initiatives and projects have been undertaken to develop core and support
infrastructure. The major core infrastructure components are
✓ State Data Centres (SDCs),
✓ State Wide Area Networks (S.W.A.N),
✓ Common Services Centres (CSCs) and middleware gateways i.e.
o National e-Governance Service Delivery Gateway (NSDG),
o State e-Governance Service Delivery Gateway (SSDG), and
o Mobile e-Governance Service Delivery Gateway (MSDG).
The important support components include Core policies and guidelines
on Security, HR, Citizen Engagement, Social Media as well as Standards related
to Metadata, Interoperability, Enterprise Architecture, Information Security etc.
New initiatives include a framework for authentication, viz.
e-Pramaan and G-I cloud, an initiative which will ensure benefits of cloud
computing for e-Governance projects.
A mission mode project (MMP) is an individual project within the National
e-Governance Plan (NeGP) that focuses on one aspect of electronic governance,
such as banking, land records or commercial taxes etc.
Within NeGP, "mission mode" implies that projects have clearly defined
objectives, scopes, and implementation timelines and milestones, as well as
measurable outcomes and service levels.
11.1 Status of Mission Mode Projects
NeGP comprises of 44 Mission Mode Projects encompassing 15 central
MMPs, 17 state MMPs and 12 integrated MMPs. MMPs are owned and
spearheaded by various line ministries. State Governments are responsible for
implementing State MMPs, under the overall guidance of respective Line
Ministries in cases where Central Assistance is also required. MeitY acts as the
facilitator and catalyst for the implementation of NeGP and provides technical
assistance to various Ministries / Departments and State Governments.

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 11.2 The Core Mission Mode Projects
Box No. 2:
Mission Mode Projects
Central MMPs State MMPs Integrated MMPs
• Banking • Agriculture 2.0 • CSC
• Central Excise &
• Commercial Taxes • e-Biz
Customs • e−District • e-Courts
• Income Tax (IT) • Employment Exchange • e-Procurement
• Insurance • Land Records (NLRMP) • EDI For eTrade
• MCA21 • Municipalities • National e-governance
• Passport • e-Panchayat Service Delivery
• Immigration, Visa and
• Police (CCTNS) Gateway
Foreigners Registration &
• Transport • India Portal
Tracking • Treasuries • Financial Inclusion
• Pension Computerization • Roads and Highways
• e-Office • PDS Information System
• Posts • Education • Social benefit
• UID • Health • National GIS
• Central Armed Para
• e-Vidhaan • Urban Governance
Military Forces • Agriculture 2.0 •

• e-Sansad • Rural Development

• e-Bhasha • Women and Child
• NMEICT - National development
Mission on Education
through IC

11.3. E- PANCHAYAT - http://panchayat.gov.in

The Panchayat represents the first-level of Government interaction for over
60 per cent of the Indian populace, and provides a large number of basic services
for millions of citizens living in rural locations across the Nation. It is against

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this backdrop that the Panchayat Mission Mode Project, has been included in
NeGP. The MMP aims to address and overcome the typical challenges faced in
the villages, such as lack of reliable communication infrastructure, delay in
delivery of services to citizens, low revenue mobilization for implementing
schemes at the Gram Panchayat level, and lack of monitoring mechanisms for
schemes.
The MMP envisages implementation of various modules across the services
and management functions within Gram Panchayat, such as the following:
• Issue of trade licenses and NoC
• House-related services
• Issue of certificates of Birth and Death, Income and Solvency
• Dissemination of internal process of Panchayat agenda, voting, and resolution
• Copy of proceedings of Gram Sabha and Action Taken Report (ATR)
• Receipt of funds / progress report
• Dissemination of BPL data
11.4 PANCHAYAT ENTERPRISE SUITE (PES) –
https://panchayatonline.gov.in
Under e-Panchayat a suite of 12 Core Common Applications has been
envisaged that address nearly the entire spectrum of Panchayats' functioning
viz. from internal core functions such as Planning, Monitoring, Implementation,
Budgeting, Accounting, Social Audit etc. to citizen service delivery operations like
issue of certificates, licenses etc. Together these 12 software Applications

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 constitute the Panchayat Enterprise Suite (PES).
Five of these Software Applications - namely PRIA Soft, Plan Plus, National
Panchayat Portal Action Soft and Local Government Directory have been in use
by the States/UTs for over three years now.
Six more Applications namely Area Profiler, Service Plus, National Asset
Directory, Social Audit & Meeting Management and Trainings Management were
launched on the occasion of National Panchayati Raj Day on 24thApril, 2012
and trainings are being imparted on these Applications to enable easy adoption
and hand holding of the Panchayat Enterprise Suite (PES) Applications.
Box No.3: Applications Developed under e – Panchayat – MMP:

S.
PES Application Name Description
No.

Captures all details of local governments and

Local Government Directory
1 assigns unique code. Also maps Panchayats with
http://lgdirectory.gov.in/
Assembly and Parliamentary Constituencies.

Captures geographic, demographic,

infrastructural, socio-economic and natural
Area Profiler resources profile of a village/panchayat.
2
http://areaprofiler.gov.in./ Universal database for planning of all sectoral
programmes and also provides details of Elected
Representatives, etc.

Helps Panchayats, Urban Local Bodies and line

Plan Plus
3 departments in preparing Perspective, Annual
http://planningonline.gov.in/
and Action Plans.

PRIA Soft Captures receipt & expenditure details through

4 https://accountingonline.gov. voucher entries and automatically generates
in/ cash book, registers, etc.

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 Action Soft Facilitates monitoring of physical & financial
5
http://reportingonline.gov.in/ outcomes/outputs under various programmes.

National Asset Directory (NAD) Captures details of assets created/maintained;

6
http://assetdirectory.gov.in/ helps avoid duplication of works.

A dynamic metadata-based service delivery

portal to help in providing electronic delivery of
Service Plus
7 all services in all States. The functionality of the
http://serviceonline.gov.in./
erstwhile Grievance Redressal Application has
also been subsumed into this Application.

Social Audit and Meeting Captures details of statutory meetings held at

8 Management (SAMM) ZP/BP/GP levels and prepares reports for social
http://socialaudit.gov.in./ audit

Portal to address training needs of stakeholders

Training Management
9 including citizens, their feedback, training
http://trainingonline.gov.in/
materials etc.

National Panchayat Portal

(NPP) Dynamic Web site for each Panchayat to share
10
http://panchayatportals.gov.i information in public domain.
n/

Geographic Information A spatial layer to view all data generated by all

11
System (GIS) Applications on a GIS map

Audit Online Audit Online aims to facilitate audit of

12
http://auditonline.gov.in/ Government Institutions online.

Through these applications, e-Panchayat would provide a whole range of

IT services to Central/State line Departments, District/Block Administration,
Citizens, PRIs themselves and others. In the process, PRIs would become

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symbols of modernity, transparency and efficiency. e -Panchayat would
ultimately catalyze mass ICT culture.
➢ Local Government Directory
Primary objective of Local Government directory is to facilitate State
Departments to update the directory with newly formed panchayats/local
bodies, re-organization in panchayats, conversion from Rural to Urban area etc.,
and provide the same info in public domain.
Key Features of Local Government Directory:
Generation of unique code for each local government body - each local
government body is assigned with a unique code. Maintenance of local
government bodies and its mapping with constituting land region entities. For
ex. gram panchayat mapping with villages. Facilitate to maintain State-wide
General Election and By Election Process.
Mandatory upload of Govt. order for each modification in the directory - to
ascertain the users that the data published in LGD is authentic.
Maintenance of historical data - when modifications take place in LGD, the old
values/data is archived. Provision to maintain state specific local government
setup.
➢ Area Profiler
Area Profiler envisages facilitating the Local Governments Bodies to
manage their socio-economic information, demographical information, public
infrastructure and amenities, election and elected representatives and other
officials working in Local Governments effectively with proper records to facilitate
tracking process subsequently. It will act as a centralized database and the
information would be available to other e-PRI applications for effective use. The
main features of Area Profiler application are:
Facilitates to Local Govt. Bodies to Record and maintain socio-economic, Public
Infrastructure, Tourist Places and Neighboring local bodies details. Facilitate to
Maintain Family Register for each Village Panchayat and helps to track the
Demographic Condition based on many important Parameters.

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Facilitate to maintain State-wide General Election and By Election Process.
Facilitate to record and maintain the BSLLD Datasets Proposed by MoSPI.
➢ Plan Plus
Plan Plus is software developed by NIC, under guidance and direction from
Ministry of Panchayati Raj, in order to demystify and strengthen the
decentralized planning process. The software is web-based software and
captures the entire planning workflow starting from identification of needs, the
plan approval process till the final approval by the District Planning Committee.
The software is highly generic and can be extended to capture the plans prepared
by line departments at the state and central level to generate the National Plan.
The software:
➢ Facilitates decentralized planning process in local language
➢ Captures the planning workflow
➢ Converges the flow of funds from different sources
➢ Converges the rural and urban plans to generate an integrated district
plan
➢ Brings about total transparency in the plan approval process
➢ Provides role-based authentication and authorization
➢ Acts as a decision support tool through the use of supporting GIS and
graphs.
➢ Action Soft
Action Soft is one of the modules of Panchayat Enterprise Suite (PES) being
prepared as a part of e-Panchayat Mission Mode Project
(http://ePanchayat.gov.in). It aims at monitoring and keeping record of the
progress of the works being undertaken as part of the finally approved plans
(Action Plan) of various ULB, RLB and Line departments as available in Plan Plus
(http://planningOnline.gov.in). It facilitates proper recording of the Financial
and Physical progress of the works. It will act as a tool to support the monitoring
of the status and the expenditure incurred in works undertaken under various
central and state schemes by various governments.
➢ Works in collaboration with Plan Plus (http://Planningonline.gov.in)
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 ➢ Captures the work execution flow
➢ Facilitates decentralized reporting of progress of work execution
➢ Converges and keeps track of the flow of funds from different sources
during implementation
➢ Converges the rural and urban plan units to report the physical and
financial progress of works
➢ Brings about total transparency in the reporting of physical and financial
progress
➢ PRIA soft
PRIA Soft aims to keep track of all the in-flow (Receipts) and out- flow
(Expenditure) of the Panchayati Raj Institutions. The Application facilitate better
financial management of Panchayati Raj Institutions (PRIs) by bringing about
transparency and accountability in the maintenance of accounts thereby leading
to better credibility and ultimately strengthening of PRIs. It is a centralized
Accounting Software intended for use by all the three levels of Panchayati Raj
namely Zilla, Block and Village Panchayat. Apart from making the process of
accounting simple and easy (necessarily due to lack of trained manpower at this
level), it ensures a better financial management, transparency and
accountability at the Panchayat level.
➢ National Asset Directory (NAD)
NAD acts as a repository of various assets created/ controlled/ maintained by
RLBs/ULBs/Line Departments and assign a code to each asset for its unique
identification leading to effective utilization of the assets.
Facilitates proper planning for convergence of funds from various schemes and
record keeping of various assets belonging to RLBs/ULBs/Line Departments.
Captures the details of an asset as it moves through its life-cycle. These include
up gradation, maintenance, earning, transfer, disposal and status update
details.
Generates various reports related to list of assets, asset up gradation and
maintenance, asset earnings and asset disposal for NAD users and Citizens.

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Interoperates with other PES applications so as to avoid duplication of data entry
for the end users.
➢ National Panchayat Portal
Designed to be a versatile front-end for citizens and businesses to access
the information & services provided by the Panchayats on their developed
responsibilities. Website for each Panchayat to share information in public
domain.
➢ Service Plus
The Ministry of Panchayati Raj (MoPR) has undertaken e-Panchayat
Mission Mode Project (e-Panchayat MMP) with a view to introduce and
strengthen e-Governance in Panchayati Raj Institutions (PRIs) across the
country and build associated capacities of the PRIs for effective adoption of the
e-Governance initiative.
Services to Individuals
➢ Family Services
➢ Strategic Services
➢ Services to Business
➢ Social Audit & Monitoring Mechanism
Social Audit & Meeting Management is a tool to Facilitate Social Audit Process
and Management of Meetings at Panchayat level to enable transparency and
accountability. Social Auditing of all tiers of Panchayati Raj system. Management
of Meetings proposed / held at Panchayats. Single Installation at National Level
i.e. available for 24*7 with a local language support.
➢ Audit Online
Audit Online aims to facilitate audit of Government Institutions online. The
system allows the user to add the details of Auditor and Auditee. The system will
also facilitate both internal as well as external audit of various departments,
urban local bodies, rural local bodies etc. Currently in audit process remarks,
file activity etc., is done manually (no central electronic repository/media), by
analyzing the specific record books (Hard Copy) and the auditor authenticates
whether the pertaining records are kept in order and are up to date as per
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applicable rules and acts. Through this application data will be verified online
for the departments, who keep their records - online/electronically. The Audit
Online will help Government in analyzing the trends of common issues in audit
and record keeping. Application will act as tool also to improve the audit process
over a period of time.
➢ Training Management Portal
Training Management Portal is meant to address the training management need
of the government organizations. It will help the organizations in capturing the
Training demands/needs of the Elected Representatives and officials. Such
detailed need capturing of training can lead to sizing the demand and
preparation of training calendar and resource estimation. The training
management portal also allows Resource Persons and Training Agencies to
register with it (Provider agency). Agency registration includes the sharing of
information on training venue, infrastructure, thrust areas, faculty, resource
material availability etc. Once the training calendars are published, it facilitates
the Training organizations (i.e. Providers) in following up of the activities leading
to organization of training. The portal acts as a single platform for
consumers(trainees) and providers to know demand and supply and facilitates
the intermediate processes including registration, alerts, nomination,
attendance of trainees in a course, certificate generation, feedback etc.
➢ Geographic Information System (GIS)
GIS Facilitates a spatial layer to view all the data generated through all the
applications on a GIS map. It is proposed to represent the basic data of PEs
Modules spatially.

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 12. INTRODUCTION TO REAL TIME SYSTEMS
A real-time system is any information processing system which has to
respond to externally generated input stimuli within a finite and specified period.
12.1 Cloud Computing
Cloud computing is a type
of computing that relies on
shared computing resources
rather than having local servers
or personal devices to handle
applications. Cloud computing is
the delivery of computing services
— including servers, storage,
databases, networking, software,
analytics, and intelligence — over
the Internet (“the cloud”) to offer
faster innovation, flexible
resources, and economies of
scale.

Cloud Storage & Types

Cloud storage is a service model in which data is maintained,
managed, backed up remotely and made available to users over a network
(typically the Internet). Users generally pay for their cloud data storage on a per-
consumption, monthly rate. There are three main cloud-based storage
architecture models: public, private and hybrid.

Public cloud storage services provide a multi-tenant storage environment

that is most suited for unstructured data. Data is stored in global data centers
with storage data spread across multiple regions or continents. Customers
generally pay on a per-use basis similar to the utility payment model. This
market sector is dominated by Amazon Simple Storage Service (S3), Amazon

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Glacier for cold storage, Google Cloud Storage, Google Cloud Storage
Nearline for cold data and Microsoft Azure.

Private cloud, or on-premises, storage services provide a dedicated

environment protected behind an organization's firewall. Private clouds are
appropriate for users who need customization and more control over their data.
Hybrid cloud is a mix of private cloud and third-party public cloud services
with orchestration between the platforms for management.

Benefits of Cloud Computing

About Megh Raj

In order to utilize and harness the benefits of Cloud Computing,

Government of India has embarked upon an ambitious initiative - "GI Cloud"
which has been named as "Megh Raj". The focus of this initiative is to accelerate
delivery of e-services in the country while optimizing ICT spending of the
Government. This will ensure optimum utilization of the infrastructure and
speed up the development and deployment of e-Gov applications. The
architectural vision of GI Cloud encompasses a set of discrete cloud computing

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environments spread across multiple locations, built on existing or new
(augmented) infrastructure, following a set of common protocols, guidelines and
standards issued by the Government of India. Two Policy reports viz., "GI Cloud
Strategic Direction Paper" and "GI Cloud Adoption and Implementation
Roadmap" have been prepared by Meity. The reports are available
at: http://meity.gov.in/content/gi-cloud-meghraj for download.

Types of Cloud Services

Get the power of NIC cloud services to host your websites, portal and web
applications with the speed and scalability that your business demands. NIC
Cloud Services offers variety of service model to meet your requirements like
Platform as a Service (PaaS), Infrastructure as a Service (IaaS) and Software as
a Services (SaaS).

Infrastructure as a Service (IaaS):

IaaS provides you basic virtual compute infrastructure resources like CPU,
Memory, Disk Storage attached to blank VMs with allowing you to install OS,
using ISOs, from scratch and customization. However, you have to use your own
licenses for OS and Application software (if any).

Platform as a Service (PaaS):

PaaS provides pre-installed web and database servers so that you can publish
and run web application without worrying about server setup. The servers are
pre-configured ready with basic security hardening. Use PaaS service to quickly
deploy servers and publish your web applications. The OS & Application
Software licenses are provided by us as part of offering.

Software as a Service (SaaS):

This provides on demand software service. SaaS is a software delivery

model where users are not responsible for supporting the application or any of
the components. The server infrastructure, OS and software are being managed

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by cloud services. If you are having web application and want to distribute it to
users, use our Cloud Service to deliver through Software as a Service.

Vulnerability Assessment Service:

This service helps you to assess your Servers and networks for identifying
the security vulnerabilities i.e. threats and risks they pose. A vulnerability
assessment process detects and classifies system weaknesses in Servers,
networks and communications equipment and predicts the effectiveness of
countermeasures.

Load Balancer as a Service:

Load balancing Service allows you to efficiently get incoming network

traffic requests distributed across a group of back-end servers (e.g. server farm
/ server pool). This service is available on demand for critical application
requiring high availability and easy workload manageability.

Public IP Service:

A public IP address is an IP address that can be allocated to any of your

application on cloud server to make it accessed over the Internet.

Anti-virus Service:

Virus protection is an important part of keeping the systems, applications and

data in your cloud environment safe from viruses, spyware and other malware
threats. Antivirus service is made available to cloud users as Managed Service.

Resource Monitoring as a Service:

This service helps you to monitor the cloud resources utilization and its
availability with allowing you to analyze the utilization trends for critical server
resources like CPU, Memory, Network I/O etc. This helps you for better capacity
planning and provide a better end-user experience.

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Web Application Firewall (WAF) Service:

Web Application Firewall will help you to give extra protection for HTTP /
web-based applications with having applied a set of rules to an HTTP
conversation and cover common attacks such as cross-site scripting (XSS) and
SQL injection.

Backup Service:

Allows you to back up the data and application code lying inside the Cloud
Servers based on various parameters like frequency, retention period etc.

Storage as a Service:

This provides you on demand storage of various types including file storage
and block storage etc. File and Block storage are methods to store data on NAS
and SAN storage systems. Each storage volume can be treated as an independent
disk drive and it can be controlled by external server operating system.

Application Performance Management (APM) Service:

Application Performance Management (APM) provides the monitoring and

management of performance, availability and user experience of software
applications. APM strives to detect and diagnose complex application
performance problems to maintain an expected level of service.

Data Analytics (DA) as a Service:

Data Analytics as a service (DA-SaaS) refers to the provision of analytics software

and operations through web-delivered technologies. These types of solutions
offer businesses an alternative to developing internal hardware setups just to
perform business analytics.

GoI Search (GOI-S) as a Service:

Government of India Search as a service (GoI-SaaS) facilitates the website owners

in the Government to integrate GOI Search interface on their websites/portals

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for performing search activities. GoI-SaaS is a managed Search service on the
GoI Search Platform that makes it easy to set up and manage search interface
on any website/portal or online web application. GoI SaaS enables you to search
large collections of data such as web pages (HTML documents) and document
files like PDF, Open Office documents (.odt, .ods, .odp) & MS Office documents
(.doc, .xls, .ppt) etc. With GoI-SaaS, the website owners can quickly add search
capabilities to their website even without becoming a search expert or worry
about hardware provisioning, setup and maintenance. The owner does not have
to write a single line of code to integrate GoI-SaaS on his/her website.
To Know more Please visit https://searchservice.nic.in

e-Granthalaya as a Service:

e-Granthalaya is a Library Management Software. e-Granthalaya is useful

for automation of in-house activities of libraries and to provide various online
member services. The software provides built-in Web OPAC interface to publish
the library catalog over Internet. The software is UNICODE Compliant thus,
supports data entry in local languages.

Chatbots as a Service:

This give users new ways to interact with your product by building
engaging text-based conversational interface i.e. Chatbot, powered by Artificial
Intelligence (AI). Chatbot analyze and understand the user's intent to help you
respond in the most useful way. It connects with users on your website and
mobile app.

12.2 INTERNET OF THINGS (IoT)

The Internet of Things (IoT) is a system of interrelated computing devices,

mechanical and digital machines, objects, animals or people that are provided
with unique identifiers (UIDs) and the ability to transfer data over a network
without requiring human-to-human or human-to-computer interaction.

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 The IoT can assist in the integration of communications, control, and
information processing across various transportation systems. Application of the
IoT extends to all aspects of transportation systems (i.e. the vehicle, the
infrastructure, and the driver or user). Dynamic interaction between these
components of a transport system enables smart traffic control, smart
parking, electronic toll collection systems, logistics and fleet
management, vehicle control, safety, and road assistance.

IoT allows the concerned person

to remotely control the motor pump
using the mobile or landline. An IVRS
(Interactive Voice Response System) in
local language helps in making
selections for switching ON or OFF.
Farmers/User also receive voice alerts
for faulty power supply, motor not
starting, lack of water in the
well/bore, and attempt of device/
motor theft and filling of water tank.

The street lighting is one of the

largest energy expenses for a
Panchayat. An intelligent street
lighting system can cut Panchayat
street lighting costs as much as 50% - 70%. LED street lighting in Panchayats is
an intelligent street light management that proposes the installation of the
wireless based system to remotely track and control the actual energy
consumption of the street lights and take appropriate energy consumption
reduction measures through power conditioning and control. The mode of
operation of the system can be conducted using auto mode and manual mode.
The control system will switch on-off the lights at required timings with the help
of IoT.

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 13. OBJECTIVE AND ROLE OF LINE DEPARTMENTS IN VSS
Government is committed to revamp delivery systems in the State with an
aim to improve living standards of the people through the concept of
NAVARATHNALU as core theme of governance. To achieve this objective,
Government would establish a system of Village Secretariats consisting of
required functional assistants to strengthen Gram panchayats and provide
services for every 2000 population in the state.
Figure – 8:

Agriculture Horti
Welfare
Culture

Energy Seri Culture

Egineering
Gram Animal
Husbandry
Panchayat
Police/
Revenue
ICDS
Survey &
Medical &
Land
Health
Fisheries Records

13.1 Overview on line department applications (online/ Mobile Apps)

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a) Agriculture Department

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b) Animal Husbandry Department

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c) Fisheries Department

d) Revenue Department

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e) School Education Department

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f) Welfare Sector

➢ SERP

➢ Housing

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 ➢ Backward Classes

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 ➢ Differently Abled & Senior Citizens

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 ➢ Tribal Welfare

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g) Medical & Health Department

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 Director of Public Health and Family Welfare monitors the Public Health
Services, prevention and control of communicable dieses and implementation of
National and State Health programmes. The DPH&FW is responsible for
prevention, control and management of endemic and epidemic diseases, health
promotion, management of all primary health institutions in rural and urban
areas of the state and implementation of Births and Deaths ACT.

LIST OF MAJOR PROGRAMMES/SCHEMES IMPLEMENTED:

✓ National Vector Borne Disease Control Programme.

✓ Revised National TB Control Programme.
✓ National Leprosy Eradication Programme.
✓ National Program for Control of Blindness.
✓ Integrated Disease Surveillance Project.
✓ Epidemic Control (G.E., Diarrhea, Cholera and Jaundice).
✓ National Iodine Deficiency Disorders Control Program.
✓ National Program for prevention and control of diabetic, cancer,
cardiovascular disease and Stroke (NPCDCS).

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 ✓ National Program for Health care of the Elderly (NPHCE).
✓ National Programme for prevention and Control of Fluorosis (NPPCF).
✓ National Tobacco Control Programme (NTCP)

AP VAIDYA VIDHANA PARISHAD

Andhra Pradesh Vaidya Vidhana Parishad (APVVP) started functioning in 1986

to manage secondary level hospitals. At present there are 245 (CHCs, AHs &
DHs) hospitals under the control of APVVP in the state.

HOSPITAL ACTIVITIES

APVVP hospitals are First Referral Units (secondary level hospitals) ranging from
30 beds to 350 beds and provide outpatient services, inpatient services
(including emergency & surgical), diagnostic services and Medico Legal services.
These hospitals also actively participate and act as platform for implementation
of various National Health Programs like Malaria, Tuberculosis, Family welfare,
AIDS etc.

h) Police Department

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i) Women & Child Development Department

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j) Horticulture Department

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k) Energy Department

APEPDCL

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APSPDCL

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 14. E-OFFICE APPLICATION
https://eoffice.ap.gov.in/
Files and receipts became an important entity in any office. There may be
thousands of paper documents in the form of Files/Receipts being dealt in an
office on a daily basis. Keeping record of these paper documents, their movement
and safety involves lots of time, money and efforts which in turn decreases the
efficiency and productivity of an office.

e-File is a work flow based system that includes the features of existing
manual handling of files with addition of more efficient electronic system. This
system involves all stages, including the Diarisation of inward receipts, creation
of files, movement of receipts and files and finally, the archival of records. With
this system, the movement of receipts and files becomes seamless and there is
more transparency in the system since each and every action taken on a file is
recorded electronically. This simplifies decision making, as all the required
information is available at a single point.
It envisions a paperless office, with increased transparency, efficiency and
accountability of the organization.

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14.1. e-File Modules: Menus in E-Office:
1. Receipts.
2. Files.
3. Migrate File.
4. Dispatch.
5. DSC.
6. Settings.
7. Notifications.
8. Ext Department.
1. Receipts:
A receipt is a written document that a specified entity has been received as an
exchange for services. In e File, receipts are created by the CRU which is further
attached with the file to get processed and approved from the higher authority.
There are various links available under Receipts section which is mentioned
below:
• Browse & Diaries • Inbox • Email Diarisation • Created • Sent • Closed
• Acknowledgement • Recycle bin
A. Browse & Diaries
The Browse and Diaries link under receipts section includes two sub modules:
The browsing or uploading of the scanned document is mandatory and then the
Diarisation of scanned correspondence is done.
In case of DAK that have a classified grading, proper grading levels are assigned
to the DAK while diarizing them in case of both Physical and Electronic receipts.
Classification levels are:
• Normal
• Confidential
• Secret
• Top Secret
To browse and diaries the electronic
receipts user has to perform the following
steps:
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 1. Click the Electronic module under Browse and Diaries (Browse & Diaries)
link of Receipts section.
2. Click the Upload File (Upload file) button from the Browse and Diaries
screen. A File Upload dialog box appears.
3. After entering the name of the receipt, Click the Open (Open) button, as a
result the receipt gets uploaded under Browse and Diarize screen.
4. Enter data in all mandatory fields on the Browse and Diaries Page.
5. Click the Generate button on Browse and Diaries page to generate a
unique Diary number. As a result, the receipt gets generated along with
the specified metadata.
B. Inbox:
Inbox option contains the list of all the receipts that are received as an Inward
Correspondence/DAK.
There are 5 links provided under Receipt Inbox:
a) Receive: This link helps the user to receive the Physical Receipt. Without
receiving the physical receipt user cannot make any action on that
particular receipt
b) Reply: This link helps the user to reply to the sender of the Receipt. Select
a receipt from the Receipt Inbox for which reply has to be sent and click
the 'Reply' link
c) Send: This link helps the user to forward a particular receipt/s to one or
more recipients at a time. User cannot forward multiple nature receipts
i.e. Receipts with Physical nature and Electronic nature cannot be sent
simultaneously.
d) Put in a File: This link helps the user to attach a receipt/s to a concerned
file.
e) View: This link helps the user to list the receipts depending upon its
current state. i.e. (Unread, Read, Physical, Electronic, All).
f) Move To: This link helps the user to create New Folders and manage
Existing Folders.

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C. Created:
Created option contains a list of all the receipts that has been diarized by
the user but not being marked/sent. User can view all the created receipts, by
clicking on 'Created' link under the Receipts section.
There are 5 links provided under Created Section:
a) Send: User can use this option to send the receipt to the intended recipient.
b) Put in a File: To attach the generated receipt under the concerned file.
c) Copy: User can use this option to copy the metadata fields automatically and
send it to another e-Office user. User can edit the metadata fields as per
requirement and after clicking the 'Generate' button a new Receipt no. will be
allocated to the copied receipt.
d) Dispatch: User can use this option to Dispatch a receipt. For Dispatch Process
refer to the Receipt Inbox.
D. Sent:
Sent option contains a list of all the receipts that are sent as an outward
correspondence. User can view all the sent receipts, by clicking the Sent link
under the Receipts section.
There are 4 links provided under Sent Section of receipt:
a) Send: User can use this option to send the receipt to the intended recipient.
b) View: User can use this option to list the Files depending upon its current
state. i.e. (Physical, Electronic, All)
c)Copy: User can use this option to copy the metadata fields automatically and
send it to another e-Office user. User, can edit the metadata fields as per
requirement and after clicking the 'Generate Receipt' button a new Receipt
number will be allocated to the copied receipt. d)Reminder: User can use this
option to set the reminder on the sent receipts.
E. Closed:
Closed option contains a list of all the receipts that are marked as closed. User
can re-open the closed receipt anytime by clicking the Re-Open option.
2. Files: A File is a collection of related records which comprises of Receipts,
Noting, Drafts, References, and Linked Files There are various links available
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under Files section which is mentioned below: 1. Inbox 2. Created 3. Parked 4.
Closed 5. Sent 6. Create New 7. Create Part 8. Recycle Bin
A. Inbox: Inbox link contains the list of all the Files that are received/marked by
any other e-Office user.
B. Created: Created link contains a list of all the Files whose File number has
been generated but not being marked/sent to any other e-Office user as well as
the files whose
numbers are not generated.
User can view all the created Files, by clicking on 'Created' link under the Files
section. Created Link Contains 2 options:
• Drafts: This option contains the Files whose number has not been generated
and kept as draft to Work later on. The Files in the Draft option can be deleted
and sent to Recycle Bin using Delete link.
• Completed: This option contains the Files whose number has been generated
and kept in Created section to Work later on.
There are 3 sub links provided under Completed link of Created File Section:
a) Send: Helps the user to forward a particular File/s to the recipient.
b) View: Helps the user to list the Files depending upon its current state.
C. Parked: Parked link contains a list of all the Files that are temporary closed
and work will be done later on. Pendency of File will be removed if any file is
parked. Parked files can be made active at any point of time.
D. Closed: Closed link contains a list of Files that are closed as complete work
has been done on it already. Closed Files can be made active at any point of
time.
E. Sent: Sent option contains a list of all the Files that are sent as an outward
correspondence. User can view all the sent Files, by clicking the Sent link under
the Files section
F. Create New: The Create New File allows user to create the new file to initiate
for the process
G. Create Part: The Create Part file option allows the user to create a part file
against the file in submission i.e. not residing with the working user.
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3. Dispatch
Dispatch section helps the user to view the issues that has been
dispatched by them to the concerned recipient. There are two links available
under Dispatch
✓ Sent: This module helps the user to view the Sent Issues/Drafts
If the status of the Issue or sent draft is: Issued and Sent: Refers to when the
DFA has been sent by the user/section but has not been dispatched finally by
the CRU/DND section.
✓ Issued and Dispatched: Refers to when the DFA that has been sent to
CRU/DND section has been finally dispatched. Issued and Returned:
Refers to when CRU/DND section returns the DFA back to the user.
4. DSC (Digital Signature Certificate)- It is a Digital Signature Certificate used
for e-office that has the same legal recognition and validity as handwritten
signatures which implies a process of demonstrating the authenticity of a digital
message or document
DSC Registration implies Digital Signature Certificate Registration.
e-Office users obtain a Signing Certificate to go through DSC registration. DSC
registration option facilitates the e-Office users for registration using an e-token
issued to them by certificate issuing authorities like Tata Consultancy Services
(TCS), National Informatics Centre (NIC), IDRBT Certifying Authority, Safe Scrypt
CA Services, Sify Communications, (n) Code e-Office USER ID and DSC LOGIN
ID are different. Both are required to authenticate the LOG IN process, if the e-
Office user has registered for DSC. User has to properly installed drivers for the
DSC Smart card and USB Token in the system before using the DSC
authentication or e-token authentication. 1. Plug-In the e-token in your
machine/system. 2. Click the DSC Registration link under the DSC section.
5. Reports: Reports are the documents that display the results of some
search/experiment based on certain predefined parameters and filters.
6. Settings: This section helps the user to change the preferences / settings in
e-File application. The Setting section incorporates following 4 modules for the
user.
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7. Notification: This tab contains all the reminders/notifications that have been
set by user for themselves or for other e-Office users. This tab includes 2
modules:
Self-Reminder: It contains all the reminders/notification that has been set by
the user for themselves or for other e-Office users. Actions that user can perform
under this module are:
i. Notify: This facilitates the user to notify the recipient regarding the reminder
that has already been set. An alert will be sent to the recipient's Reminder
Received module when applicant notifies the reminder.
ii. Close: This facilitates the user to close the reminder if target has been achieved
or if no longer required.
iii. Discard: This facilitates the user to discard the reminder if it has been set by
mistake.
iv. History: This facilitates the user to view the reminder history, which
comprises of Serial No, Date, Status and Remark.
Reminder Received: It contains all the reminders/notification that has been set
by other e-Office users. User can further mark the received reminder as 'Mark
as Read' or even can 'Delete' the reminder. Quick Glance 1. In case of Forgot
Password, reset the Password using mail.gov.in and OTP will be sent to the
number registered in e-Office. 2. Once DSC is registered in the e-Office,
thereafter DSC token is mandatory to login into the e-Office. 3. In case of Forgot
token password, contact 040-23224283 APTS Helpdesk for assistance.
Hardware and Software requirements to open the e Office:
1) Computer with minimum 4 gb RAM
2) DSC tokens
3) Advanced Scanners
4) OS windows 7 or 8 or above
5) Java run time environment 1.8 version
6) Adobe reader latest version
7) Browser Mozilla Firefox and internet explorer latest versions
8) Internet with good connectivity
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Figure – 9: Flowchart of e office:

In ward
(Receipt in e office)

Prepare Note File

(Based on Rule Position)

Forward

HOD
(Head of Department)
Not Satisfied
Satisfied
Prepare Draft File
(Based on approved Note File)

Forward
HOD(Fair copy approved )
(Head of Department)
Not Satisfied
Satisfied
Out Ward
(Dispatch in e office)

Demo Website of e office: https://demo.eoffice.ap.gov.in

User Name: js1/js2/js3/js4/js5
Password: eoffice#

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 15. GRIEVANCE REDRESSAL & MONITORING SYSTEM
Every Grama Panchayat shall ensure that they have a responsible public
administration system capable to manage and conduct their activities without
any chance for grievances. At the same time, invariably in every Panchayat there
shall also be a Grievance Redressal Mechanism freely accessible to all, where the
grievances, if any, are redressed in a cohesive, coordinated, and time bound
manner. This is to ensure that the public trust in the system is being safe
guarded at any cost. The Procedure of Grievance Redressal is shown in the figure.
No.10 as a flow chart.
Figure – 10: Village Secretariat Grievance Redressal Procedure

Volunteer Rejection

Front Registration Acknowledgement Rejection

Desk

Panchayat Rejection
Secretary
Citizen

Entry in
Functional Register
Assistant
s
Hearing & Line
Investigation Departme
Rejection

Decision
Making

Communicating
the Decision

Panchayat
Appeal Secretary

Gram
Panchayat
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15.1. Rights of the Aggrieved Person
Irrespective of the nature of the grievance, all the Aggrieved Persons shall have
the following rights.
i. To receive the acknowledgement (to a resident address within the Grama
Panchayat) within 21 days from the date of posting the grievance.
ii. To know the decision and the rationale behind the decision taken on the
grievance.
iii. To appeal on the decision and to present the case in person.
iv. To appeal before the authority and to seek an opportunity for presentation by
a third party.
v. To receive an official reply regarding the decision upon the Grievance.
vi. To formally express his level of satisfaction upon the functioning of the Grama
Panchayat's Grievance Redressal Mechanism.
15.2. Mandatory Principles for Public Grievance Redressal Mechanism
It shall be the responsibility of every Grama Panchayat to ensure that the
following principles are being fulfilled by all responsible for the implementation
of the provisions of this manual.
a) Fairness
The mechanism should have clear, transparent, and sufficiently independent
Grievance Redressers, and the Appellate Authority. This is to ensure that no
party of a particular grievance process can interfere with the fair conduct of that
process.
b) Accessible
The mechanism shall be publicized to those who may wish to access it and
provide adequate assistance for aggrieved parties who may face barriers of
access, including language, literacy, awareness, finance, distance, or fear of
reprisal.
c) Predictable
The mechanism shall provide a clear and known procedure, with time frames for
each stage; clarity on the types of process and outcome it can (and cannot) offer;
and means of monitoring the implementation of any outcome.
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d) Equitable
The mechanism shall ensure that aggrieved parties have reasonable access to
sources of information, advice, and expertise necessary to engage in a grievance
redressal process on fair and equitable terms.
e) Rights-compatible
The mechanism shall ensure that its outcomes and remedies are in accordance
with constitutionally recognized human rights standards.
f) Transparent
The mechanism shall provide sufficient transparency of process and outcome to
meet the public interest concerns at stake and should ensure transparency
wherever possible, and shall invariably be transparent about the receipt of
grievances and the key elements of their outcomes.
g) Participatory
The mechanism should ensure that it responds to people opinions and feedback
and offers a platform where collectives of citizens can participate.
15.3. Spandana 1902
Real Time Governance has established Spandana- a first of its kind grievance
redressal call centre and communication platform in Andhra Pradesh. Through
this, citizens can register any kind of grievance by dialing 1902. The call centre
has a calling capacity of making 30 Lac calls per day including IVRS calls
Complaints from dog menace, drinking water issues, unavailability of quality
seeds to request for a new ration card can be reported through a phone call to
the toll-free number 1902.
Spandana, also been developed in the form of a mobile application that will
empower citizens with real-time governance as a two-way communications
channel between the Government and the Citizens.
Kaizala App - Microsoft Kaizala is a secure messaging and work management
mobile app. Kaizala is for individuals, organizations, and communities. AP Govt.

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 16. MANAGEMENT OF INFORMATION SYSTEM (MIS)
16.1 MIS –Definition and Concept
“'MIS' is a planned system of collecting, storing and disseminating data in
the form of information needed to carry out the functions of management.”
1. The MIS is defined as a system which provides information support for
decision making in the organization.
2. The MIS is defined as an integrated system of man and machine for
providing the information to support the operations, the management and
the decision-making function in the organization.
3. The MIS is defined as a system based on the database of the organization
evolved for the purpose of providing information to the people in the
organization.
4. The MIS is defined as a Computer based Information System.
In order to get a better grip on the activity of information processing, it is
necessary to have a formal system which should take care of the following points:
• Handling of a voluminous data.
• Confirmation of the validity of data and transaction.
• Complex processing of data and multidimensional analysis.
• Quick search and retrieval.
• Mass storage.
• Communication of the information system to the user on time.
• Fulfilling the changing needs of the information.
16.2 Essential Requirement of an Effective MIS:
i) Qualified System and Management Staff: The prerequisite of an effective MIS
is that it should be managed by qualified officers. These officers should have a
mutual understanding about the roles and responsibilities of each other.
understand clearly the view of their fellow officers. For this, each organization
should have two categories of officers:

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Figure – 11: Structure of MIS

(a) System and Computer Experts who understand the concepts and operations
of a computer. This basic knowledge of computer will be useful will place them
in a comfortable position, while working with systems of the information system.
(b) Management experts should be capable of understanding management
concepts to facilitate the understanding of problems asked by public. They
should also be clear about the process of decision making and information
requirements for planning.
(ii) Futuristic Perspective: An effective MIS should be capable of meeting the
future requirements of its executives as well. This capability can be achieved by
regular monitoring and updating the MIS.
(iii) Support of Top Management: For a management information system to be
effective, it must receive the full support of top management. The resources
involved in computer-based information system are larger and are growing larger
and larger in view of importance gained by management information system.
(iv) Common Database: It is an integrated collection of data and information
which is utilized by several information subsystems of an organization. A
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common database may be defined as a super file which consolidates and
integrates data records formerly stored in a separate data file. Such a database
can be organized as an integrated collection of data records into a single super
file or it can be organized as an integrated collection of several data file.
(v) Control and maintenance of MIS: Control of the MIS means the operation of
the system as it was designed to operate. Sometimes, users develop their own
procedures or short cut methods to use the system which reduces its
effectiveness.
16.3 Organizing Data:
"Since most of our works are now done in the digital realm, it stands to reason
that your desktop environment can play an important role in your
productivity," Organizing data is very crucial to retrieve right information in the
right time.
1. Get Rid of Duplicate Files
2. Create Large, Main Folder. Make Some Smaller, Sub Folder
3.Erase Your Downloads Folder, Delete Unused Programs
4. Choose A Pretty Desktop Background
5. Get Rid of All Those Visible Files
6. Organize with Desktop Template
7. Put Some Thought into File Names
8. Create A Working "To-Do" File

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