The Municipal Corporation of Greater Mumbai embarked on an ambitious e-transformation initiative through Information and Communication Technology (ICT), with a focus on faster, flexible and convenient services to citizens, increasing operating efficiency and effectiveness, better monitoring systems for planning and control, and bringing greater transparency into its processes. MCGM also successfully introduced an accrual-based double-entry accounting system between 2006 and 2007.
The Municipal Corporation Of Greater Mumbai (MCGM) was formed in the year 1865 as Mumbai's civic body. It covers an area of over 437.71 sq. km., and caters to the civic needs of over 15 million citizens with the help of a complex multi-departmental setup and a network of 24 decentralized wards. Over 260 services are rendered to citizens, through 34 departments. The complexities are further compounded by interactions with multiple government institutions headed by the state government and other planning and operating agencies, which calls for well thought-out intra and inter-institutional coordination. In the past, direct interaction between citizens and departments led to delays in bill payment, inefficient work procedures, lack of data sharing, lack of transparency, and other malpractices. Multiple visits to wards, time constraints due to limited timings of wards (9am to 2pm) and long processing time added to the inconvenience of citizens.
The MCGM appointed an IT partner to introduce ICT-enabled facilities to improve the citizen interface. The scope included IT and management consultancy, preparation and evaluation of IT related tenders, vendor selection, and monitoring and management of all IT projects. The objective was to combine technology, and inter-agency and intra-agency co-operation and creativity, into technical models enabling citizens and businesses to interact more efficiently with MCGM using the internet and mobile phones.
Apart from adopting double-entry and accrual-based accounting systems internally, the MCGM set up the following citizen interface services:

1. Front-end computerization and citizen-facilitation centres
2. Back-office automation and online database
3. Internet and e-payments
4. Cyber-citizen facilitation center and
5. Mobile phone / cash card

The e-Governance initiative by MCGM has helped citizens request for services in an easier and faster manner, resulting in a tangible and visible increase in the quality of services for the average citizen. Also, MCGM is now in a better position to service its citizens, and to better monitor and control its activities, resulting in significant savings in cost and time. The processing time for the payment of bills has been drastically reduced with the technological advancements and innovations mentioned above. Revenues, including water charges, have gone up significantly due to ICT.

For further details, contact:

Mr. P. K. Charankar
Dy. Municipal Commissioner (Spl.Engineering)
Telephone: 22620993 (P) Fax: 22700532
Mobile: 9930260376
Email : dmcsemcgm@yahoo.com