The state government has decided to outsource front office operations of some of the RTOs to a private player
In a bid to usher in efficiency in the functioning of Regional Transport Offices (RTOs) and to reduce harassment faced by applicants, the state government has decided to outsource front office operations of some of the RTOs to a private player.
VFS Global, which is the world's largest outsourcing and technology services specialist for government and diplomatic missions, has won the contract for handling the front office operations of six RTOs to begin with, a senior official said.
"VFS will soon take over the front office operations at Ahmedabad, Surat, Vadodara, Rajkot, Gandhinagar and Bhuj RTOs, which have the largest population of vehicles, initially. Depending on the response, we will consider expanding the format to the remaining RTOs in the state," Vipul Mittra, additional chief secretary, ports & transport department (transport), told DNA.
VFS Global will deploy 250 people at the six RTOs, including 60-70 in Ahmedabad. Half of the manpower will be women. Special counters will be set up at these RTOs to deal with applicants. "The counters will act like a single window system, from where applicants will get information about how to avail of any of the 41 services such as getting a driving license, transfer of vehicle, installation of High-Security Registration Plate, payment of fine, etc. that they have applied for. The entire process will be digital," said Mittra.
However, Mittra clarified that the exercise was not privatisation of RTOs, as backend works related to service delivery will continue to be handled by government personnel. "The outsourcing of front office work will help in smoothening the operations in a manner similar to what we have seen at passport offices in the past few years. This will also help in clamping down on the agent system at RTOs, and avoid harassment of applicants," he said.
DRIVING IT CONVINIENTLY
THE IDEA
Outsourcing of front office work will help in smoothening the operations in a manner similar to what we have seen at passport offices in the past few years.
Who won the contract?
VFS Global, the world’s largest outsourcing and technology services specialist for government and diplomatic missions, has won the contract for handling the front office operations of six RTOs.
Who will work?
Agency to deploy 250 people at six RTOs, including 60-70 in city. Opportunity for women: Half of the manpower will be women.
What’s the plan?
Counters will act like single window system. Applicants will get information about how to avail of any of the 41 services such as getting a driving license, transfer of vehicle, installation of High-Security Registration Plate, payment of fine, etc that they have applied for.
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