NT Reporter
Panaji
Citizens seeking government services in Goa may soon be able to track their applications in real time, receive alerts at every stage and hold departments accountable for delays under a proposed digital platform being planned by the government.
The system is intended to ensure that applications move through defined approval stages within the timelines prescribed under the Goa Right of Citizens to Time-Bound Delivery of Public Services Act, 2013. It will automatically track deadlines and generate escalation alerts if an officer fails to act within the stipulated period, creating a structured mechanism to address delays.
The Directorate of Public Grievances has issued a Request for Proposal for the development, deployment and maintenance of this software system to operationalise the Act.
Under the proposed framework, applicants will be able to monitor the status of their requests online from submission to final disposal. Stage-wise notifications will keep citizens informed without the need for repeated visits to offices. The platform will categorise applications as pending, completed, delayed or rejected, enabling greater clarity on their
progress.
The system will integrate departmental workflows into a single web-based platform. Applications submitted through existing government portals, including Goa Online, will be routed into the new system through API connectivity, allowing seamless processing across departments.
Access within the system will be regulated through a Role-Based Access Control mechanism to ensure that each official can view and act only on matters relevant to their role. An internal communication module will enable officers to share documents and add notes without affecting the public-facing status visible to applicants.
The platform is proposed to be hosted on a MeitY-empanelled cloud with servers located in India and a minimum uptime of 99.5 per cent. Data protection measures will include AES-256 encryption, multi-factor authentication, third-party security audits and automated daily backups with offsite redundancy.
Provision has also been made for training government officers, preparation of user manuals and video tutorials, and a dedicated helpdesk to assist users.
