The Department of Urban Development, Government of Uttarakhand offers a multitude of services to the citizens. Since all the services offered by the Department are vital for Urban dwelling and fundamental in nature, the department has decentralized itself into various divisions for efficiency, effectiveness and better management namely Jal Sansthan for Water & Sewerage Services), Nagar Nigam (for sanitation, Streetlights, Roads & Footpaths, House tax), Mussoorie Dehradun Development Authority- MDDA (for granting permission to citizens for construction of houses, institutions and development of civic infrastructure like parks, roads, community centers etc), Uttarakhand Power Corporation Limited (for electricity) and State Urban Development Authority a& District Urban Development Authority 9for the betterment of the living standards of urban slum dwellers). The services covered under the ambit of the Urban Department are presented in the diagram below:

services covered under the ambit of the Urban Department

A Precise Statement of Objectives

Government of Uttarakhand has launched a project to computerize Urban development Department. The overall aim is to use IT tools for better delivery if services to people and enhance the effectiveness, transparency and accountability in the processes of the Government/Departments. Various divisions need to be integrated so as to serve the citizens from single location only through a common user interface and also to exercise better control over the processes.

The exact status of applications for various services, pending lists in various services, time delays etc, is a prime requisite for making management decisions. The information reduces uncertainty by helping to identify and analyze problems; the strategies to overcome them may then be prepared and implemented. The value of the information and the effectiveness of the decision making process are directly related to the quality of the information and the manner in which it is made available.

Following are the main objectives of the project:

  • Easing of interface between the citizens, and the Government and making the Government dealings mere citizen friendly dissemination of information regarding various schemes/requirements at grassroots level using IT tools and Common User Interface.


  • Providing convenience to citizens.
  • Eliminating personal predilections within the processes to make them objective
  • Reducing turnaround time for delivery of the services, while ensuring that the necessary process controls are not compromised.
  • Making department's interface with citizens more friendly, comfortable and supportive.
  • Reduction of cost, effort and time of the citizens and Government expenses in the delivery of services.
  • Increasing the satisfaction levels of all stakeholders.
  • Empowerment of all participants in the processes to make these more efficient
  • Increasing the satisfaction level of all stakeholders and having a Citizen Response Management (CRM) system built in.
  • Reducing paper work/bureaucratic procedures.