1001 Smart Cities
🇮🇳 New Delhi

Doorstep Delivery of Public Services

🤖 AI-generated summary · ◆ 12 sourced claims · 🔎 Last verified

This overview was generated with AI from the public sources listed below and checked against them before publication. It has not had a complete human fact-check — treat it as a starting point and follow the sources.

12 sourced claims on this page, none individually verified yet — turn on “Sources in the text” to see each one.

How this atlas is made · What “last verified” means · What “source-checked” means · The full record behind this page

Instead of pushing residents onto a portal, Delhi sent an official to their door to file the application for a flat 50-rupee fee. It reached 100 services across 13 departments, then lapsed in 2024 when the helpline contract ran out.

Outcome📉 Scaled back
Evidence🏛️ Official
what does this mean?The strongest source is the operator's or the city's own reporting — an official report, dataset or press release. It grades who did the looking — not how well the project went. All four grades →
Run byGovernment of NCT of Delhi, delivered through contracted call-centre and manpower agencies
Scale🏙️ City-wide

Part of 1001 Smart Cities — 1,167 documented projects · 🏙️ 9 more in New Delhi · 🪪 Digital government guide · 🏛️ Governance projects

From September 2018 Delhi inverted the usual e-government model: instead of pushing residents onto a portal, it let them call 1076 and sent a contracted 'mobile sahayak' to their home to collect the documents and file the application for a flat 50-rupee fee. It grew from 40 services to 100 across 13 departments, then lapsed in 2024 when the helpline contract ran out. Delhi's current government is moving the same services into walk-in service centres instead.

Completed 📅 2018–2024

📊 Impact

Delhi government figures published in the OECD case study count more than 2 million calls, about 430,000 service requests processed and roughly 360,000 residents served between 2018 and mid-2023, at an average of 10,000 citizens a month. An independent analysis a year into the scheme read the same funnel from the other end: of 1.3 million calls only 200,000 requests were booked and 150,000 resolved — about 15% of calls became a booking — while more than half of applications were still being made at the counter. The helpline took more than 1.4 lakh calls in 2023; the operating contract ended that November and was extended only to March 2024.

🎓 Lesson

Sending an official to the door solved the access problem and left the capacity problem untouched. The scheme's strength — a person who comes to you, employed by a contracted manpower agency — was also what made it fragile: sahayaks quit over low pay and had to supply their own two-wheeler, only about 15% of calls converted into a booking, and when the helpline contract ran out the service simply stopped; reporting a year later described residents back to chasing a plain certificate themselves. The replacement is the opposite bet: 68 of about 450 e-District services offered at walk-in common service centres run under a central-government programme, at 30 rupees an application. The resident travels again, and the state stops depending on a manpower contract.

🏛️ GovernanceDigital government

Sources

↗ OECD Observatory of Public Sector Innovation — Doorstep Delivery of Public ServicesPublished 4 August 2023Published 4 Aug 2023. Operating model (1076 call centre, mobile sahayaks employed by contracted manpower agencies, 50-rupee fee), phased rollout to 100 services in 13 departments, the digital-divide rationale, and the cumulative usage figures. Submitted by the public body itself.
↗ Business Standard — 58 more services to be added to doorstep delivery schemePublished 26 July 202326 Jul 2023. Independent confirmation of 100 services across 13 departments and the 50-rupee fee; the further 58 services were announced, not confirmed launched.
↗ Accountability Initiative (Centre for Policy Research) — Inside Delhi's Doorstep Public Services Delivery SchemePublished 11 December 2019Independent analysis: 125+ mobile sahayaks and ~100 call-centre staff, attrition over low pay, only about 15% of 1.3 million calls converted into bookings, and over half of applications still filed at traditional counters.
↗ ThePrint — Delhi govt planning to resume doorstep delivery schemePublished 4 July 20244 Jul 2024. Confirms the scheme was halted after the contract of the agencies manning the 1076 helpline ended; a restart with new agencies was only at proposal stage.
↗ Patrika (Hindi) — Doorstep delivery scheme to be closed, Jan Seva Kendras plannedPublished 25 June 202525 Jun 2025. Reports the operating contract was terminated in November 2023 and extended only to March 2024, after which the scheme was inactive, and that the current government intends to replace it with neighbourhood service centres.
Show 1 more sourcesShow fewer
↗ Millennium Post — Delhi e-District services to be availed through common service centresPublished 18 November 202518 Nov 2025. The successor model: 68 of about 450 e-District services integrated into walk-in common service centres at 30 rupees per application, aimed at residents without digital access.

📅 How old is the evidence?

Two clocks, kept apart: when this entry’s sources were published, and what has happened to its record in the atlas. Documented span: 2018–2024. 6 of 6 sources carry a publication date, from 11 December 2019 to 18 November 2025.

When the sources were published

  1. Accountability Initiative, Centre for Policy Research · researchAccountability Initiative (Centre for Policy Research) — Inside Delhi's Doorstep Public Services Delivery Scheme
  2. Business Standard · pressBusiness Standard — 58 more services to be added to doorstep delivery scheme
  3. OECD Observatory of Public Sector Innovation · international organisationOECD Observatory of Public Sector Innovation — Doorstep Delivery of Public Services
  4. ThePrint · pressThePrint — Delhi govt planning to resume doorstep delivery scheme
  5. Rajasthan Patrika · pressPatrika (Hindi) — Doorstep delivery scheme to be closed, Jan Seva Kendras planned
  6. Millennium Post · pressMillennium Post — Delhi e-District services to be availed through common service centres

Every source, with links ↑

What happened to this record

  1. Sources last read
  2. Entered the record

Every revision, permanent →

Show your work What this page rests on and what it can’t tell you · all 12 claims with their sources · the forensic record

Evidence Passport · public beta 12 addressable claims, 6 source dossiers, one permanent baseline. The passport is unreviewed — an AI-assisted structural migration, not a human or expert endorsement. Every revision keeps a permanent copy under revision history.

Inspect the claims, one by one — verbatim text, sources and caveats for all 12

The text below is copied verbatim from the published record. Each claim names the source dossiers that carry it; caveats stay attached to the claim they qualify.

Claim 1 clm-d175e38faa77dac6 quantitative
From September 2018 Delhi inverted the usual e-government model: instead of pushing residents onto a portal, it let them call 1076 and sent a contracted 'mobile sahayak' to their home to collect the documents and file the application for a flat 50-rupee fee
Published field
snippet · verbatim
Mapping
mapped · no interpretation or interpolation added by this passport
What the mapping says
The OECD case study describes the mechanism: dial the toll-free 1076, a centralised call centre books an appointment, a Mobile Sahayak visits to collect and upload the requisite documents and submit them to the department, at a fee of INR 50; the first phase of 40 services began in September 2018. Business Standard independently states the 50-rupee charge and the home visit.
Caveat
No claim-specific caveat recorded

Sources carrying this claim

  1. OECD Observatory of Public Sector Innovation — Doorstep Delivery of Public Services
  2. Business Standard — 58 more services to be added to doorstep delivery scheme
Claim 2 clm-37f69585854dd2c0 quantitative
It grew from 40 services to 100 across 13 departments
Published field
snippet · verbatim
Mapping
mapped · no interpretation or interpolation added by this passport
What the mapping says
The OECD case study lists the three phases — 40 services in September 2018, 30 in July 2019 and another 30 in December 2019 — and states the scheme hosts 100 services across 13 departments. Business Standard, in July 2023, states the same total independently.
Caveat
Business Standard's account of the starting point differs: it says the scheme launched in 2018 with 30 services and added 40 in March 2019. The phased figures used here are the government's own, as published by the OECD and matched by the 2019 independent analysis.

Sources carrying this claim

  1. OECD Observatory of Public Sector Innovation — Doorstep Delivery of Public Services
  2. Business Standard — 58 more services to be added to doorstep delivery scheme
Claim 3 clm-4618ac4ec459f861 quantitative
then lapsed in 2024 when the helpline contract ran out
Published field
snippet · verbatim
Mapping
mapped · no interpretation or interpolation added by this passport
What the mapping says
ThePrint, July 2024: the scheme was halted after the contract of agencies manning the 1076 helpline ended. Patrika reports the operating contract finished in November 2023 and was extended only to March 2024, after which the scheme became inactive.
Caveat
No claim-specific caveat recorded

Sources carrying this claim

  1. ThePrint — Delhi govt planning to resume doorstep delivery scheme
  2. Patrika (Hindi) — Doorstep delivery scheme to be closed, Jan Seva Kendras planned
Claim 4 clm-5b31382ca05192e0 descriptive
Delhi's current government is moving the same services into walk-in service centres instead
Published field
snippet · verbatim
Mapping
mapped · no interpretation or interpolation added by this passport
What the mapping says
Millennium Post, November 2025: the Delhi government is integrating 68 e-District services into common service centres across the city. Patrika, June 2025, reports the same shift from doorstep delivery to neighbourhood service centres.
Caveat
No claim-specific caveat recorded

Sources carrying this claim

  1. Millennium Post — Delhi e-District services to be availed through common service centres
  2. Patrika (Hindi) — Doorstep delivery scheme to be closed, Jan Seva Kendras planned
Claim 5 clm-2bcb3f6f7ac56621 quantitative
more than 2 million calls, about 430,000 service requests processed and roughly 360,000 residents served between 2018 and mid-2023, at an average of 10,000 citizens a month
Published field
impact · verbatim
Mapping
mapped · no interpretation or interpolation added by this passport
What the mapping says
The OECD case study, reproducing the Delhi government's own submission: more than 2 million calls, about 430,000 service requests processed and 360,000 citizens served since inception, currently averaging 10,000 citizens per month.
Caveat
These are the Delhi government's own figures, submitted by it to the OECD case study library; no independent audit of the totals has been published.

Sources carrying this claim

  1. OECD Observatory of Public Sector Innovation — Doorstep Delivery of Public Services
Claim 6 clm-381e9cf2321bbf84 quantitative
of 1.3 million calls only 200,000 requests were booked and 150,000 resolved — about 15% of calls became a booking
Published field
impact · verbatim
Mapping
mapped · no interpretation or interpolation added by this passport
What the mapping says
The Accountability Initiative analysis: 1.3 million calls were made to the toll-free number, only 200,000 requests were booked and 150,000 successfully resolved, which it puts at only 15% of cases being booked out of the total calls received.
Caveat
No claim-specific caveat recorded

Sources carrying this claim

  1. Accountability Initiative (Centre for Policy Research) — Inside Delhi's Doorstep Public Services Delivery Scheme
Claim 7 clm-eaefaa81e46b016a descriptive
more than half of applications were still being made at the counter
Published field
impact · verbatim
Mapping
mapped · no interpretation or interpolation added by this passport
What the mapping says
The same analysis: more than 50 per cent of applications were still made directly at the window.
Caveat
No claim-specific caveat recorded

Sources carrying this claim

  1. Accountability Initiative (Centre for Policy Research) — Inside Delhi's Doorstep Public Services Delivery Scheme
Claim 8 clm-10bf56d5261a22d0 quantitative
The helpline took more than 1.4 lakh calls in 2023; the operating contract ended that November and was extended only to March 2024
Published field
impact · verbatim
Mapping
mapped · no interpretation or interpolation added by this passport
What the mapping says
Patrika: more than 1.40 lakh calls reached the helpline in 2023; the scheme's contract ended in November 2023 and was extended only until March 2024, after which it was not renewed.
Caveat
No claim-specific caveat recorded

Sources carrying this claim

  1. Patrika (Hindi) — Doorstep delivery scheme to be closed, Jan Seva Kendras planned
Claim 9 clm-7030b519dcc9106e descriptive
sahayaks quit over low pay and had to supply their own two-wheeler
Published field
lesson · verbatim
Mapping
mapped · no interpretation or interpolation added by this passport
What the mapping says
The Accountability Initiative analysis: most sahayaks initially quit their jobs due to less pay and were difficult to replace, and among the requirements was for sahayaks to have their own two-wheeler for conveyance.
Caveat
No claim-specific caveat recorded

Sources carrying this claim

  1. Accountability Initiative (Centre for Policy Research) — Inside Delhi's Doorstep Public Services Delivery Scheme
Claim 10 clm-e9147f403e874229 quantitative
only about 15% of calls converted into a booking, and when the helpline contract ran out the service simply stopped
Published field
lesson · verbatim
Mapping
mapped · no interpretation or interpolation added by this passport
What the mapping says
The conversion figure is the Accountability Initiative's; ThePrint states the scheme was halted after the contract of the agencies manning the 1076 helpline ended, with a restart only at the proposal stage.
Caveat
No claim-specific caveat recorded

Sources carrying this claim

  1. Accountability Initiative (Centre for Policy Research) — Inside Delhi's Doorstep Public Services Delivery Scheme
  2. ThePrint — Delhi govt planning to resume doorstep delivery scheme
Claim 11 clm-b5cf6972c0fc8689 descriptive
reporting a year later described residents back to chasing a plain certificate themselves
Published field
lesson · verbatim
Mapping
mapped · no interpretation or interpolation added by this passport
What the mapping says
Patrika, June 2025, on the year in which the scheme lay inactive: people had to struggle even for an ordinary certificate, going to the wrong office or standing in queues for hours.
Caveat
No claim-specific caveat recorded

Sources carrying this claim

  1. Patrika (Hindi) — Doorstep delivery scheme to be closed, Jan Seva Kendras planned
Claim 12 clm-cf577bb9c13e5c24 quantitative
68 of about 450 e-District services offered at walk-in common service centres run under a central-government programme, at 30 rupees an application
Published field
lesson · verbatim
Mapping
mapped · no interpretation or interpolation added by this passport
What the mapping says
Millennium Post: 68 services have been integrated for delivery through common service centres, nearly 450 services are available on the e-District portal, the charge is Rs 30 per application, and the centres were set up by the central government under the Digital India programme.
Caveat
No claim-specific caveat recorded

Sources carrying this claim

  1. Millennium Post — Delhi e-District services to be availed through common service centres
Forensic record — source dossiers, gaps, hashes and the exact revision this page renders

This layer records what is known about each source, what is still missing, and the exact snapshot this page is rendering. A missing date, archive or hash stays visible as missing.

unreviewed Revision 2026-08-28-baseline effective 2026-07-26 · created 2026-08-27

Awaiting operator and domain-expert review; publication of this revision implies neither.

Erratum on this revision's envelope. The snapshot, its hash and its permanent link are untouched.

  • createdAt previously read 2026-08-28T02:00:00Z. The batching script that produced this revision advanced createdAt into the future to satisfy the strictly-increasing order the validator requires per entity. The value never recorded a real event; the corrected value is the moment the revision provably existed in the repository. Corrected to 2026-08-27T00:31:45Z on 2026-08-27; evidence: first appears in commit 91dea370c5, committed 2026-08-27T00:31:45Z.
sha256:988241b9e7aa6530b2b298a5f751b0e0b286cfe6b0beda039160bd73c606859b
Revision history → Permanent version link → Machine-readable record → Evidence Constitution →
12
of 12 claims mapped
6
source dossiers
6
publication dates recorded
0
archives linked
0
exact locators
0
content captures hashed

Governance facts carried by the record

Operator
Government of NCT of Delhi, delivered through contracted call-centre and manpower agencies
Actor types
city-government, private
Funding model
public
Funding description
Not recorded
Cost
Not recorded
Ownership
Not recorded
Decision rights
Not recorded
Exit conditions
Not recorded

6 source dossiers

OECD Observatory of Public Sector Innovation — Doorstep Delivery of Public Services oecd-opsi.org · 3 linked claims

Open original source ↗

Stable source ID
src-71da535f2f89c9f4
Publisher
Name not classified · oecd-opsi.org
Type / language
web-page · language not classified
Published
2023-08-04
Updated
Not recorded
Source last checked
No source-level check date
Record last verified
2026-07-26
Dossier created
2026-08-28
Retrieved copy
No local capture recorded
Archive
No archived copy linked
Content hash
No captured content hash
Locator
Open the recorded source note

Published 4 Aug 2023. Operating model (1076 call centre, mobile sahayaks employed by contracted manpower agencies, 50-rupee fee), phased rollout to 100 services in 13 departments, the digital-divide rationale, and the cumulative usage figures. Submitted by the public body itself.

Descriptive only — not page/paragraph exact
Claims linked
Business Standard — 58 more services to be added to doorstep delivery scheme business-standard.com · 2 linked claims

Open original source ↗

Stable source ID
src-55115253314235e5
Publisher
Name not classified · business-standard.com
Type / language
web-page · language not classified
Published
2023-07-26
Updated
Not recorded
Source last checked
No source-level check date
Record last verified
2026-07-26
Dossier created
2026-08-28
Retrieved copy
No local capture recorded
Archive
No archived copy linked
Content hash
No captured content hash
Locator
Open the recorded source note

26 Jul 2023. Independent confirmation of 100 services across 13 departments and the 50-rupee fee; the further 58 services were announced, not confirmed launched.

Descriptive only — not page/paragraph exact
Claims linked
Accountability Initiative (Centre for Policy Research) — Inside Delhi's Doorstep Public Services Delivery Scheme accountabilityindia.in · 4 linked claims

Open original source ↗

Stable source ID
src-a6bc36ed73eeef0a
Publisher
Name not classified · accountabilityindia.in
Type / language
web-page · language not classified
Published
2019-12-11
Updated
Not recorded
Source last checked
No source-level check date
Record last verified
2026-07-26
Dossier created
2026-08-28
Retrieved copy
No local capture recorded
Archive
No archived copy linked
Content hash
No captured content hash
Locator
Open the recorded source note

Independent analysis: 125+ mobile sahayaks and ~100 call-centre staff, attrition over low pay, only about 15% of 1.3 million calls converted into bookings, and over half of applications still filed at traditional counters.

Descriptive only — not page/paragraph exact
Claims linked
ThePrint — Delhi govt planning to resume doorstep delivery scheme theprint.in · 2 linked claims

Open original source ↗

Stable source ID
src-87b46318b97666d7
Publisher
Name not classified · theprint.in
Type / language
web-page · language not classified
Published
2024-07-04
Updated
Not recorded
Source last checked
No source-level check date
Record last verified
2026-07-26
Dossier created
2026-08-28
Retrieved copy
No local capture recorded
Archive
No archived copy linked
Content hash
No captured content hash
Locator
Open the recorded source note

4 Jul 2024. Confirms the scheme was halted after the contract of the agencies manning the 1076 helpline ended; a restart with new agencies was only at proposal stage.

Descriptive only — not page/paragraph exact
Claims linked
Patrika (Hindi) — Doorstep delivery scheme to be closed, Jan Seva Kendras planned patrika.com · 4 linked claims

Open original source ↗

Stable source ID
src-c45c28327ca60da5
Publisher
Name not classified · patrika.com
Type / language
web-page · language not classified
Published
2025-06-25
Updated
Not recorded
Source last checked
No source-level check date
Record last verified
2026-07-26
Dossier created
2026-08-28
Retrieved copy
No local capture recorded
Archive
No archived copy linked
Content hash
No captured content hash
Locator
Open the recorded source note

25 Jun 2025. Reports the operating contract was terminated in November 2023 and extended only to March 2024, after which the scheme was inactive, and that the current government intends to replace it with neighbourhood service centres.

Descriptive only — not page/paragraph exact
Claims linked
Millennium Post — Delhi e-District services to be availed through common service centres millenniumpost.in · 2 linked claims

Open original source ↗

Stable source ID
src-37b9b7c7ae96e2ae
Publisher
Name not classified · millenniumpost.in
Type / language
web-page · language not classified
Published
2025-11-18
Updated
Not recorded
Source last checked
No source-level check date
Record last verified
2026-07-26
Dossier created
2026-08-28
Retrieved copy
No local capture recorded
Archive
No archived copy linked
Content hash
No captured content hash
Locator
Open the recorded source note

18 Nov 2025. The successor model: 68 of about 450 e-District services integrated into walk-in common service centres at 30 rupees per application, aimed at residents without digital access.

Descriptive only — not page/paragraph exact
Claims linked
Known limits of this passport
  • Publisher names and source languages have not yet been classified; domains are recorded without guessing.
  • Existing source notes are descriptive locators, not page- or paragraph-exact citations.
  • A missing archive, publication date or content hash is shown as null rather than inferred.
  • The project-level evidence grade ranks the strongest source in the entry; it is not a truth score for every claim.

Continue exploring

Compare this project

🇨🇳 Suishenban: One Network for All Government Services · Shanghai Shanghai pushed thousands of services into one super-app; Delhi sent a clerk with a tablet to your door for a flat 50 rupees instead. 🇱🇷 LRA Digital Mobile Tax Gateway · Monrovia Two ways around the digital divide: Monrovia's tax line works over USSD with no internet; Delhi sent a mobile sahayak to the house. 🇺🇾 Por mi Barrio Citizen Reporting Platform · Montevideo Two civic services that simply ended: Montevideo's app closed in 2022; Delhi's doorstep scheme lapsed with its helpline contract in 2024.

Explore the wider context

💸 The Price Nobody Publishes📖 Civic participation platform📖 Digital identity📖 Government super-app
📎 Cite this project

1001 Smart Cities (2026). “Doorstep Delivery of Public Services” — New Delhi, India. The Smart City Atlas. https://1001smartcities.org/projects/delhi-doorstep-delivery/ (last verified 2026-07-26). Data: CC BY 4.0.

The underlying data is free to reuse with attribution — see the open data page.

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