eMaharashtra 2012 » Steering e-Inclusion Economy » Document Journey Management System (DJMS) and File Status Tracking

Document Journey Management System (DJMS) and File Status Tracking

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    Registration Name: eMaharashtra 2012
    Project Category: eGov :: Best Government to Citizens (G2C) Initiative of the Year
    Project Name:  Document Journey Management System (DJMS) and File Status Tracking

    Details of Applicant :

    Name: Ravindra  Dhamnikar
    Address: 7th Floor, Mantralaya, Mumbai
    City: Mumbai
    State: Maharashtra
    Country: India
    Zip Code: 400 032

    Details of Project/Implementing Agency:

    Name of Organisation: Directorate of Information Technology
    Address: General Administration Department, 7th Floor, Mantralaya, Mumbai
    City: Mumbai
    State: Maharashtra
    Country: India
    Zip Code: 400 032
    Name of the Head of Organisation: Shri Rajesh Aggarwal

    Brief description of the programme/project/initiative :

    Any interaction of the citizen with the Maharashtra Government departments, whether it was regarding a query, a complaint or a request, required quick response and action from the departments. The citizen had to visit the department office and follow-up to know the status and the progress of the query/complaint/request. On the other hand, the departments needed to manage their files and documents in a more efficient manner so that they could service the citizens in a timely and transparent manner.

    A new avatar of the Document Journey Management System (DJMS) was designed, developed and implemented by the IT department and Mastek Ltd.

    DJMS is an application which is used to track the movement of file and references with the government organization. It helps the employees to maintain a consistent watch over movement of various important documents in the process of decision making. This monitoring helps in making important decision at different levels in an organization. This is made possible by a strong Management Information System (MIS) which not only generates various reports but also provides a daily performance report and an Arrears List. An extensive Administrative module is designed to maintain departmental as well as employee details. The DJMS system will be available to Mantralaya’s employees through Mantralaya intranet portal djms.intranet.maharashtra.gov.in.

    Citizens can now easily track the status of their file on the MaharashtraGovernment Portal http://gms.maharashtra.gov.in/filestatus/. The system ensures reliable, up-to-date, full and authenticated information to the citizens. The system is integrated withMobile, SMS and Email channels which are used to intimate the citizens on the current status.

    User training was provided to all employees, supported by manuals and documentation.

    The process flow consists of – (1) Creation of a unique reference number which is also sent to the citizen (if applicable) via SMS and Email. Using this number the citizen can track the status online via the ‘File Status’ application on the Maharashtra Government portal. (2) This reference gets forwarded to the concerned department(s) in the form a mail, after which a unique file number is generated by the concerned department (3) The file can be forwarded/ assigned further down the organizational hierarchy as required. The mail is automatically populated with the details including attachments, notes and is available in Marathi and English. The employee can recall, forward, reply etc. the mail. (4) The status of the file can be tracked at any time in the system and escalated also. (5) The system provides the senior officials with reports, which provide an insight into the activities done by their subordinates. With the help of various reports, quick decision making is possible at various levels.

    Why was the project started?

    1. The department needed to relay the quick response and action on the request/query/complaint filed by the citizen.
    2. The citizen had to visit the department office to know the status of their ‘file’.
    3. It was difficult to track and monitor the current updated status of the file by the department and decision making was delayed.
    4. An automated process of directing a query/complaint/request was needed to easily to the right/ concerned person for response/action/resolution.
    5. The earlier system had several constraints in functionality and technology. There were performance issues as well.

    Objective:

    1. Create a system to enable the department to easily monitor and track the progress of the various files and documents across departments and employees.
    2. To be able to service the citizen in a quick, efficient and transparent manner.
    3. To be able to view the performance of the various departments and employees with regards to pending lists of actionable / files which are yet to be closed.
    4. To have a transparent and easy inter-department interaction in order to execute/ action the required files.
    5. To enable the citizen to know the status of their file at their convenience.

    Target Group: The various stakeholders include the Maharashtra Government employees, Citizens and Business Organizations.

    Geographical reach: Currently the DJMS system is available to government employees at Mantralaya (the administrative headquarters of the state government of Maharashtra) on their intranet portal (maharashtra.gov.in). For a citizen or business organization, the ‘File Status’ application is available globally since it is hosted over the web on the MaharashtraGovernment Portal http://gms.maharashtra.gov.in/filestatus/.

    Date from which the project became operational : 2003

    Is the Project still operational : Yes

    10 points that make the programme/project innovative:

    1. Enables the citizen to easily know the status of their file in Mantralaya via SMS and Email.

    2. DJMS is an integrated application across departments at Mantralaya – The Chief Minister’s office and all departments now use the same version.

    3. Since One Reference Number can be there for many files, the earlier system did not link the Reference Number and File Numbers and hence a continuous end-to-end tracking was not possible by the employees. The new system links the reference number and the file number(s) so that end-to-end tracking of status is possible.

    4. The file can be forwarded/ assigned further down the organizational hierarchy or to another department as required. Thus facilitating an easy workflow in the same department/ inter-department.

    5.  The status of the file can be tracked at any time in the system and escalated also.

     6. Localization: The mails can be communicated in Marathi or English language.

    7.  Senior officials have access to various reports, which provide an insight into the activities done by their subordinates including the pending tasks.

    8. The strong MIS enables quick decision making at various levels. Some of the reports include Department files/reference report, Employee file/reference report, Desk file/reference report and Inter department report.

    9.  A single mail (with a reference number) can be forwarded to many departments at the same time where generation of unique file number for each department will be done. This has made assigning very simple and easy for the employees/ users.

    10. The system provides two ways of tracking status of file by a citizen. (1) The citizen can visit theMaharashtragovernment portal and use the ‘File Status’ application by entering the reference number. (2) (Pull SMS Service) The citizen can send an SMS to a code and receive the updated status information via SMS. 

    List 5 achievements of the programme/project:

    1. The new version of DJMS has increased transparency and operational efficiency in the departments. It has increased Government-Citizens-Business interaction and engagement and making it easier for the Government to provide its services to citizens and businesses effectively.
    2. The citizen can access the status of their file anytime, anywhere via theMaharashtragovernment portal at their convenience without visiting the Mantralaya office.
    3. Earlier system was very difficult to update and its performance was low. The new DJMS system has a user-friendly interface, is very easy to update and has good performance. It can take approximately 500 concurrent employees/users.
    4. It has significantly reduced the time taken by the employees to work on the system, generate, forward and track the files.
    5. It has brought clarity and transparency in accurate information sharing. The latest information is available in the system at all times. Supported by a strong MIS, this has made decision making quicker across levels.

    List 5 key challenges faced while implementing the programme/project/initiative and how they were overcome?

    1. The old version of the system had various limitations and suffered performance issues. There were also different versions of the front-end being used by the departments. It was imperative that the new system developed be integrated and available across departments so that a single version of system was used and had a unified face.
    2. Completing the project within the expected timeline was a challenge, however with support from stakeholders in the department this was made possible.
    3. The users showed initial resistance to the change since the system required updation in the system regularly. The user-interface developed for the new system is user-friendly and easy to navigate thereby mostly overcoming the encumbrance faced

    List 5 points on how the programme can serve as a model that can be replicated or adapted by others?

    1. Document Journey Management System (DJMS) can be replicated by other states as well. It is essential for any state government to be able to track and monitor the status of the files in their offices.
    2. Localization is important. The new system is available in Marathi and English.
    3. The ‘File Status’ application (citizen interface) is essential and can be provided by other state departments as well.

    List 5 points to elaborate on the scalability of the programme/project/initiative :

    1. Currently the DJMS system is available to Mantralaya employees. A roll-out plan is in place to extend the system to field offices across the Districts and Talukas in the state in order to make the system end-to-end.
    2. The DJMS system can take approximately 500 concurrent users. The system can be scaled up to support more concurrent users.


     

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