Online Forms, Offline Hurdles: The Irony of Digital India in Kashmir
Digital India, launched by Prime Minister Narendra Modi in 2015, was envisioned as a transformative initiative aimed at creating a digitally empowered society and a knowledge-based economy.
The program was built upon three fundamental pillars: Digital Infrastructure as a Utility to every Citizen, Governance and Services on Demand, and Digital Empowerment of Citizens. The overarching goal was to ensure internet connectivity in even the remotest areas, facilitate seamless access to government services, enable online transactions, and eliminate the need for physical submission of government documents.
This vision promised a future where citizens could access all essential services at the click of a button, free from bureaucratic hurdles and inefficiencies. Over the years, Digital India has facilitated significant progress in transparency and service delivery through various initiatives such as e-Office, BEAMS, Awam ki Awaaz, MyGov, e-Unnat, DigiLocker, and Aapki Zameen Aapki Nigrani.
Implementation of Digital India in J&K
Despite these advancements, the implementation of Digital India in Jammu and Kashmir paints a very different picture. The practical execution of this initiative falls short of its intended goals, forcing citizens to continue navigating traditional bureaucratic red tape.
Instead of a truly digital and hassle-free system, what exists is a semi-digital framework where online applications often require follow-ups in person, rendering the digital transition incomplete.
A classic analogy that fits the Digital India experience in J&K can be drawn from Altaf Hussain Hali’s famous couplet: “Jab Islam Hindustan mein aaya, uska rang badal gaya. Logon ne usay apne rang mein rang liya.” (When Islam came to India, its colour changed; people coloured it with their own hues.)
This holds true for Digital India in J&K: “Jab Digital India J&K mein aaya, uska rang badal gaya, Officers ne usay apne rang mein rang liya.” (When Digital India came to J&K, its colour changed; officers coloured it with their own hues.)
Foundational Principles Altered To Suit Bureaucratic Machinery
The foundational principles of Digital India have been altered to suit the bureaucratic machinery, leaving citizens entangled in outdated practices despite technological advancements.
Take, for example, the process of obtaining a reservation certificate such as RBA or OBC. Ideally, an applicant should be able to submit their application online along with all relevant documents, with officials processing the request digitally.
Jab Digital India J&K mein aaya, uska rang badal gaya. Officers ne usay apne rang mein rang liya
However, the reality is quite different. Even after online submission, applicants are required to visit the Patwari’s office, obtain verification from the Chowkidar and Lumbardar, and make repeated trips to the Tehsil office for follow-ups. If the submission is digital, why is there a need for these physical interactions? This deviation from the intended process not only contradicts the principles of Digital India but also burdens citizens with unnecessary procedural delays.
Similarly, acquiring a legal heir certificate is an exhausting ordeal. At a time when families are grieving the loss of a loved one, they are forced to undergo a stressful and lengthy documentation process. Bereaved families are made to visit multiple offices with files in hand, pleading with officials for approvals.
Inefficiencies In Sarkari Systems Burden People
Digital India was meant to ease such procedures, but in reality, it fails at moments when citizens need it the most. The inefficiencies extend to domicile certificate applications, which often remain pending for weeks due to administrative negligence.
The government has introduced an online portal for birth and death certificates. But in J&K, the payment gateway on this portal frequently malfunctions, compelling citizens to visit municipal offices for manual processing. Similarly, the Jan Sugam platform, meant for marriage certificate applications, requires applicants to visit the Patwari for verification, again defeating the purpose of digitalization.
The much-publicized initiative “Aapki Zameen Aapki Nigrani” was supposed to enable online access to land records. However, the system is riddled with inefficiencies. The website interface is outdated. Even when individuals successfully retrieve their land records, the documents hold no legal validity unless physically signed by a Patwari.
Another platform, Revenue Plus, has become infamous for prolonged delays in processing applications, with approvals often granted just hours before deadlines, causing unnecessary stress to applicants.
The e-tendering process in J&K, promoted under Digital India, is another example of incomplete implementation. While tenders are submitted online through the JK Tenders portal, contractors are still required to deposit tender fees and Earnest Money Deposits (EMD) manually. If the bidding process is digital, why is the financial transaction aspect still offline? This inconsistency not only slows down the system but also raises concerns about transparency and corruption.
One of the most glaring issues is the lack of uniformity in government service requirements. Even when visiting offices, people often find themselves confused by the varying documents demanded for the same service. In South Kashmir’s Anantnag, two Tehsil offices located just five kilometres apart require different sets of documents for identical services, underscoring the absence of a standardized approach.
Suggestions for Effective Implementation
If Digital India were effectively implemented, such inconsistencies would not exist, sparing citizens the frustration of navigating arbitrary procedural variations. For Digital India to truly succeed, the government must take decisive action to eliminate these gaps.
Firstly, there should be a hierarchical structure in online portals where applications move seamlessly from submission to approval, with clear timeframes assigned for each processing stage. Officials who fail to act within the stipulated time should face penalties, ensuring accountability. Secondly, verification access should be granted to Lumbardars and Chowkidars through digital platforms, reducing the need for offline interventions.Thirdly, digital payment mechanisms should be fully functional to prevent applicants from making unnecessary trips to government offices. Moreover, the offline system must be completely abolished where digital platforms exist. Until every aspect of governance is automated and integrated, Digital India will remain an unfinished project. A genuine digital transformation means that once an application is filed online, there should be minimal human intervention until the final decision is communicated.
Only when such efficiency is achieved can Digital India be considered a reality, particularly in regions like Kashmir, where bureaucratic delays continue to hinder progress.
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Peerzada Mohsin Shafi is a passionate poet and an accomplished professional from Anantnag. With a Master’s degree in Infrastructure Development and Management, he works as a Planning and Contracts Engineer. Alongside his engineering career, he is deeply engaged in poetry, with his book Whispers of Soul available on Amazon. Peerzada has authored several research papers, showcasing his dedication to both the creative and academic worlds. His work reflects a unique blend of technical expertise and artistic expression.
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