While CYSD is directly reaching out to over 600,000 people and indirectly impacting more than 10 million poor and marginalized individuals in the state, it is committed to educating the population about their rights and entitlements through various government programs and schemes. The effectiveness of creating awareness on rights and entitlements can be measured by the people’s ability to access benefits. However, a lack of accessibility and facilitating centers creates barriers. For daily wage earners, traveling long distances to submit proper applications with supporting documents to access their entitlements is often impossible.

To supplement and amplify the programmatic efforts of CYSD across South Odisha and North Odisha, the idea of establishing Citizen Information-cum-Assistance Centres as extensions of the State Resource-cum-Information Centre was realized. The central Citizen Information-cum-Assistance Centre at CYSD-DRTC in Bhubaneswar aims to assist ordinary citizens in urban slum areas and tribal program regions through Information Kiosks. These kiosks initially set up in South Odisha (Mundaguda in Boipariguda block of Koraput district) and North Odisha (Kapundi in Saharapada block of Keonjhar district).

OBJECTIVE

The Citizen Information-cum-Assistance Centre aims to provide various services to assist citizens in accessing government and public services as their entitlements efficiently.

SCOPE

Scope:

The scope of The Citizen Information-cum-Assistance Centre includes the following functions:

1. Information Dissemination

• Providing information about government schemes, policies, and services.
• Offering guidance on procedures and requirements for various government services.
• Ensuring ordinary citizens are aware of their rights and responsibilities.

2. Service Delivery

• Facilitating access to various government services, such as issuing certificates (birth, death, marriage), licenses (driving, business), and identity documents (passports, voter IDs).
• Assisting with applications for social welfare programs, subsidies, and benefits.
• Providing utility bill payment services and other transactional services.

3. Grievance Redressal

• Receiving and addressing complaints and grievances related to public services.
• Providing a platform for feedback and suggestions from citizens.
• Ensuring timely resolution of issues and improving service delivery.

4. Digital Services and e-Governance

• Offering online services and assistance with digital applications.
• Promoting digital literacy and helping citizens navigate e-governance platforms.
• Providing access to computers and internet services for citizens who lack these resources.

5. Community Engagement and Support

• Organizing community outreach programs to inform and educate citizens.
• Conducting workshops and training sessions on various topics, such as health, education, and employment.
• Supporting local initiatives and development projects.

6. Specialized Assistance

• Providing specialized support for vulnerable groups, such as the elderly, disabled, women, and children.
• Offering legal aid, counselling services, and emergency assistance.
• Collaborating with NGOs and other organizations to extend support services, like legal aid, counselling, etc.

7. Administrative Support

• Assisting with the filing of forms and documentation required for various services.
• Helping citizens understand and comply with regulatory requirements.
• Providing notary and attestation services.

8. Feedback and Improvement

• Collecting and analysing feedback to improve service quality.
• Implementing changes and innovations based on citizen needs and suggestions.
• Regularly updating and training staff to enhance service delivery.

9. Crisis and Disaster Management

• Acting as a coordination point during emergencies and natural disasters.
• Providing timely information and support during crises.
• Assisting with relief and rehabilitation efforts.