e-TMA

The Local Government Department KP established a virtual Online Civic Services Centre to enable the citizens to access municipal services through Mobile-App and Web-App. This Mobile-App assists citizens in lodging applications with the respective municipal services provider organizations (e.g., Tehsil Municipal Administration, Water Supply and Sanitation Companies etc.) for water supply connection, cleanliness of streets and bazars, removal of garbage etc. Within the respective municipal services provider organization, the virtual Online Civic Services Center digitizes business definite process description, role and responsibilities of concerned officials, timelines, and other requirements (such as affidavit etc.,). The system allows citizens to engage with the concerned municipal institution via two channels; i.e., (1) Through a mobile application, namely “e-TMA”, and (2) Through the official web portal i.e., ocsc.lgkp.gov.pk. The underlying system has a built-in mechanism for tracking progress on application for various municipal services. The citizens can track progress on their application and can comment on any process in real time. The system thus promotes efficiencies within the municipal institution where the head of the concerned municipal institution can track progress on a single or multiple applications and see where the process is halted or delayed. The system also facilitates communication with the citizens which helps in apprising the citizens with respect to the progress of their applications and thus reducing their anxiety with respect to service provision by the municipal institutions.