Faceless system to curb corruption, boost efficiency

Resident-friendly measure

The recent decision to offer Regional Transport Office (RTO) services through Sewa Kendras will greatly benefit residents by making essential transport-related work much more convenient and accessible. Earlier, people had to travel long distances, stand in queues and spend several hours completing tasks such as vehicle registration, driving licence-related work, renewal of documents, transfer of ownership and applying for permits. With these services now available at Sewa Kendras, citizens will be able to avail these facilities much closer to their homes, saving them both time and travel expenses. It will also reduce crowding at the main RTO offices and speed up processing and service delivery for all applicants. The system will become more transparent, efficient and people-friendly. Senior citizens, women, students and working professionals will especially benefit as they can choose a nearby Sewa Kendra as per their convenience. This measure will enhance citizen-centric governance and facilitate a more streamlined, uncomplicated and faceless public service experience for all individuals.

Novin Christopher

Hassle-free service delivery

Residents will benefit from RTO services at Sewa Kendras due to increased convenience and reduced hassle of having to visit offices in-person. This initiative makes services like obtaining or renewing driving licences (DL) and registration certificates (RC) more accessible, especially for people in remote areas. Furthermore, the programme aims to combat corruption and middlemen by creating a transparent, ‘faceless’ service system and also offers doorstep delivery. Citizens can get RTO services without having to make multiple trips to the RTO, ending long waiting time and the need to navigate complex office procedures. The ‘Bhagwant Mann Sarkar Tuhade Dwar’ scheme allows residents to get many government services, including transport-related ones, delivered directly to their homes by calling the 1076 helpline. A variety of services are available, including driving licences, applications, renewals, address and name changes, and obtaining duplicates ,registration certificates, applications, ownership transfers, duplicate RCs, and hire purchase endorsements.

Sukhdev Sharma

Saves citizens’ time, money

Introducing RTO services at Sewa Kendras will significantly simplify citizens’ lives by making key transportation-related services more accessible and citizen-friendly. People will no longer have to visit packed RTO offices or rely on middlemen to do fundamental chores like applying for a driver’s licence, vehicle registration or changing their residence. Decentralisation of services will save time, cut travel costs and increase transparency. Sewa Kendras located in convenient neighbourhoods would make it easier for senior citizens and working individuals to complete formalities expeditiously. Overall, this measure would boost the government’s objective of bringing hassle-free, technology-driven governance to every citizen’s doorstep.

Tamanpreet Kaur Khangura

Will help eliminate middlemen

The Punjab Government has unveiled ‘Faceless Transport System’, enabling 46 services, from licences to registrations, through Sewa Kendras and doorstep access by dealing 1076. The doors of the RTO in Ludhiana were locked symbolically to launch the initiative, claiming it would eliminate corruption, inconvenience and the menace of middlemen. This service model is expected to be major relief for the disabled, and those in remote areas who had to visit RTOs multiple times. Although help desks are set-up at the office for the initial 15 days to guide citizens, ensuring all residents are aware of and can effectively use the new helpline. Although this remains a challenge. The flagship scheme of doorstep service and the ‘Aap ki Sarkar, Aap ke Dwar’ that was announced in 2023 failed to bring out the desired results and the government had to revert back to traditional procedures. As the present scheme of ‘faceless transport system’ of providing services at Sewa Kendras has started only about a week ago, it is not prudent to comment upon the success or failure of the scheme at this stage. If it succeeds, the scheme will be followed by other states as well.

RS Sembhi

Offers enhanced accountability

The move to offer Regional Transport Office (RTO) services at Sewa Kendras in Ludhiana is a significant step towards improving citizen-centric governance. Instead of visiting the crowded and often chaotic main RTOs, residents can now get multiple services at a local Sewa Kendra. This eliminates the need to travel across the city and stand in multiple queues. Moreover, Sewa Kendras are typically located in various neighbourhoods and nearby towns, making these much more accessible than the central RTO. This saves residents significant time, travel effort and money on transportation. Sewa Kendra staff are trained to assist with form filling, document checking, and application submission. This reduces errors and rejections that are common when individuals navigate complex forms on their own. For people who are not tech-savvy or familiar with bureaucratic procedures, the staff at Sewa Kendras provide essential guidance, making the process less intimidating. The fees for all services are fixed and transparently displayed. Residents pay the exact government-mandated amount, eliminating the scope for agents and touts to demand extra money for ‘fast-tracking’ or ‘getting work done’. Applications submitted at Sewa Kendras come with an application or receipt number, allowing residents to track the status of their request online. This brings accountability to the process.

Mohammad Saleem Farooqui

More streamlined services

Residents may get benefits from Regional Transport Office’s (RTO) services being offered at Sewa Kendras. This predictability is a huge relief compared to the uncertain waiting periods at traditional RTOs. By offloading routine, high-volume transactions (like licence applications, vehicle renewals, etc) to Sewa Kendras, the main RTO becomes less crowded. This allows the RTO staff to focus on more complex tasks that cannot be handled at Sewa Kendras, such as vehicle inspections, driving tests and addressing legal issues, potentially improving efficiency. Now one can apply and submit documents at the nearest Sewa Kendra. Only need to visit the RTO for the mandatory driving test. Saves multiple trips. Dealers or individuals can submit documents at a Sewa Kendra. The process is streamlined, and the registration certificate is delivered more predictably. Now a quick visit to a local Sewa Kendra to submit the application and fees is easy. The renewed document is sent by post or can be collected. In conclusion, integrating RTO services into Sewa Kendras in Ludhiana is a transformative move that directly addresses the everyday frustrations of residents. It shifts the model from a cumbersome, intimidating government office to a friendly, efficient and accessible public service point, saving time, reducing stress, and ensuring a more transparent and accountable system.

Farzana Khan