2. INDEX
➤ Case 1: ‘e-Sampark’ Centers
➤ Case 2: Citizen Centered Governance &
Response Management
References
*Links and sources to these case studies
may be found in this section
3. CASE 1: ‘E-SAMPARK’
CENTERS
Location: Chandigarh
Description: ’e-Sampark’ centers bring together
the services of all the departments under one
single umbrella and give citizens of Chandigarh a
"multi-service" - "single-window" experience by
eradicating the undue harassment met by the
citizens due to lack of transparency in government
services.
Functions like applying for birth & death
certificates, appointment in government hospitals,
passport applications, payment of utility bills, taxes,
and issuance of senior citizen & disability cards ---
are provided in these centers.
……Read More
Source: Team Involve
An ‘e-Sampark’ centre in
Chandigarh
Video Link
4. CASE 2: CITIZEN CENTERED
GOVERNANCE & RESPONSE
MANAGEMENT
Location: Boston, United States of America
Description: A group of six different projects under the
movement of New Urban Mechanics lead to the
creation of the concept of ‘learning city’. Through
projects such as Citizens Connect, City Worker, Street
Cred, and others the innovation of New Urban
Mechanics has been to re-embed the learning capacity
into local government. These various projects have
used multiple platforms and toolkits such as a mobile
app for field workers in the Department of Public Works
(City Worker), a smartphone app for citizens (Citizen
Connect), among others, to fully utilise the potential for
citizen response management.
Through a process of deep level engagement with the
Mayor’s office and with administrative backing of the
ULB, these projects on citizen response management
were mainstreamed in the city and incorporated in the
city budget and corporation offices. The key takeaway
from this movement has been the role of innovation and
personalization of services from the Mayor’s office.
……Read More
Source: Civic Engagement at The City of Victoria
Boston Area Research Initiative, “Seeing’
Neighborhoods Through Citizen Calls in Boston”
5. REFERENCES
Case 1: ‘e-Sampark’ Centers
Source: Sampark Kendras
Video: SPIC Mobile & Web CoE under the IT
Department, Chandigarh Administration
Case 2: Citizen Centered Governance &
Response Management
Source: New Urban Mechanics and the
Evolution of CRM in Boston
