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The Building Plan Approval or BPA module allows stakeholders to submit building plans for approval by the concerned ULB departments. Construction or renovation of buildings is regulated by the Municipal Body in India. One must get permission from ULB prior to construction. This process involves submitting the building plan to ULB along with other documents. The ULB verifies the plan with other documents and approves the construction. The document which authorizes the construction is called Permit Order. One must have this permit order with him till the completion of construction. ULB officials will inspect various stages of construction and make sure it is compliant to the plan. Once the construction is complete, the Inspection Secretary inspects the building and releases a Completion certificate and finally an Occupancy Certificate. This completes the Building Plan Approval process.
The module supports the following key functions -
eDCR scrutiny
Online submission of application for building permits and occupancy certificates
Document Scrutiny
Field inspection report capture
Pay fee, generate permit order and occupancy certificate online
Inspection of applications and online status
Configurable workflows
Auto fee calculation
Send applications back to citizens or reject applications
Integration with NOC department
Refer to the table below to understand the different user roles and the scope of action linked to each role. The applicable user roles and action items can vary from one State to another. DIGIT customizes the workflows to suit the requirements defined at the State level.
User Role
Scope of Action
Role Description
Citizen
View BPA Application Status
Download Payment Receipts
Provide concurrence to the Architect to submit the application
Make payment for an application
Download Building Permit Order
Individuals and society groups/communities who engage stakeholder/architects to construct buildings for them
Stakeholder/Architect
Create BPA Application
Send application to the citizen for approval
Make payment for the application
Download permits
Download receipts
Check application status
Architects, builders, or engineers who register as a stakeholder in the BPA system - submit applications on behalf of the citizens
Document Verifier (DV)
Send application back to citizen
Reject applications
Upload document on behalf of citizen
Verify and forward applications to FI
DV is the ULB employee responsible for verifying all documents uploaded by the stakeholder / citizen along with the building permit or occupancy certificate application.
Field Inspector (FI)
Prepare Inspection Report
Send application back to the citizen
Reject applications
Verify and forward applications to NOC Verifier
FI is the ULB employee responsible for inspecting construction onsite details submitted by the stakeholder or owner.
NOC Verifier
Send back to citizen
Reject applications
Update NOC details on behalf of NOC department users
Verify and forward applications to BPA Approver
NOC Verifier is the ULB employee responsible for verifying NOC details obtained from concerned authorities.
BPA Approver
Reject application
Update permit conditions
Approve application
The BPA Approver is the ULB employee responsible for rejecting or approving building permit or occupancy certificate applications.
This section of the user manual guides you through the user login process. Citizens can sign up to use the module through the online web portal or the mobile application login interface.
Refer to Logging Into DIGIT page to learn more about DIGIT user registration, logging in, editing user profile, and logging out.
This section guides you through the details of using the BPA module for each role. Click on the relevant role below to learn more about how to use the module.
Citizens represent individuals, groups, and communities who are the building owners or occupants. The BPA module provides the citizens with the scope to view building permit applications submitted by the stakeholders or architects. They can request the stakeholders to make any changes in the application if required. Citizens approve the applications and make the payment.
The citizen can -
The citizen user portal allows stakeholders to register themselves on the OBPAS system. Stakeholders constitute architects, builders, engineers, supervisors, or town planners. A unique license number is generated for each stakeholder on the system.
Citizens can have multi-stakeholder access. Hence, a citizen can be registered as an architect, a builder, and a normal citizen.
The registered stakeholder will have state-level access permission to apply for new building permits or occupancy certificates.
To register stakeholders
Navigate to Building Plan Approval option in the sidebar. Click on the Register Technical Person/Builder card on the screen.
Select the applicable Technical Person License Type in the License Details tab.
Click on the Next Step button to move to the next section of the registration form.
Enter the Applicant Name. Select the applicable Gender of the applicant. Enter the applicant’s Date of Birth, Mobile No., Email, and PAN No. Enter the Permanent Address of the applicant. Scroll down to enter the Correspondence Address. Check the Same as Permanent Address box if both addresses are the same. This will auto-populate the permanent address as the correspondence address.
Click on the Next Step button.
Click on the Upload File button to upload the Required Documents for verification. The list of required documents depends on the selected licensee type. Click on the Next Step button to move to the Summary page of the application.
Check the box in the Declaration section to testify the submitted details in the application. Click on the Submit button. The application is submitted for further processing. A unique Application Number is generated by the system for easy reference. Make a note of this number to track your application status and details.
Now click on the Proceed to Payment button to pay the registration fee.
Click on the Make Payment button.
Select the preferred payment option. Enter the required details to process the payment.
The system displays the payment success acknowledgement message along with the Payment Receipt No. Click on the Download or the Print button above to download or print the payment receipt.
The registration application is now in queue for document verification and approval by the Document Verifier and Approver.
Once the stakeholder is approved the applicant receives a notification. In addition, the Building Permit New Construction, Occupancy Certificate New Building Construction, and the DIGIT DCR Scrutiny options are added to the system menu.
The view application option allows citizens to review the application submitted by the stakeholder. In case there are any mistakes or changes required in the application the citizen can request the stakeholder to make these edits.
To view application status
Navigate to the Building Plan Approval option in the sidebar. Click on My Applications.
The My Applications screen will list all the applications submitted by the stakeholders on behalf of the citizen. The application details will display the status of each application.
Click on the View Details button below the relevant application details. Scroll down the application to view the submitted details. Click on the View History button on the top of the application to check the task and activity updates on the application.
Building permit applications submitted by the architects or any other stakeholders are routed to the citizens or the owner to verify details. The owner reviews the application details and sends back the application to the stakeholders if there is any mistake or any changes required in the application.
To request edits or approve application
Navigate to Building Plan Approval menu option in the sidebar. Click on My Applications.
Click on View Details button available for the relevant application.
Scroll down the application page to review the details submitted in the application.
Click on the Take Action button. Click on the Send to Architect button if some details require editing. This will open the Forward Application panel.
Enter the information you want to pass on to the architect in context to the application in the Comments section. Click on the Upload Files button to upload any supporting documents for the application.
Click on the Send To Architect button. The application is now in the stakeholder’s queue for further processing. Click on the Approve button if there are no changes required in the application. This will open the Forward Application panel.
Enter any Comments in context to the application in the panel. Click on the Upload Files button to upload any supporting documents for the application. Click on the Approve button. The system displays the approved success acknowledgement message.
The Make Payment button is enabled once the stakeholder submits the building permit or occupancy certificate application on behalf of the owner.
Click on the Application No. for which payment has to be made. The Payment Information details are available on the top of the application.
Click on the Make Payment button at the bottom of the screen.
The Payment Collection Details panel displays the Total Amount payable towards Application Fee along with the break-ups.
Select the relevant payment method. Enter the payment details.
The payment success acknowledgement message is displayed along with the Payment Receipt No. Click on the Download button to view or download the receipt in pdf format or click on the Print button to print the receipt.
Stakeholders represent the registered builders, architects, town planners, engineers or supervisors. The stakeholder role within the system encompasses submitting details for eDCR scrutiny, obtaining building permit orders, completion certificates, and occupancy certificates.
Stakeholders can
Follow the steps outlined for Register Stakeholders in the Citizens section.
The DIGIT-DCR Scrutiny option in the BPA module allows stakeholders to upload and submit building plan diagrams. The scrutiny process checks if the drawing meets the required standards and applicable compliance guidelines. Once the scrutiny is complete, the plan is either approved or rejected depending on the scrutiny findings.
To submit plans and diagrams for DIGIT-DCR Scrutiny
Navigate to the eDCR Scrutiny menu option in the sidebar. Click on the New Building Plan Scrutiny card.
Select the applicable City for the proposed construction. Enter the Applicant Name. Click on the Upload File button to upload the plans and diagrams. The system accepts only .dxf files and maximum file size should not exceed 30MB.
Click on the Submit button to submit the plans for scrutiny. Click on the Clear Form button to start a fresh application.
The system displays a success acknowledgement message along with a unique Building Plan Scrutiny Number. Note this number for future reference. This number is required at the time of applying for a new building permit.
Click on the Download or Print button to download or print the Scrutiny Report.
The system might reject the submitted building plan if there are any errors or omissions in the plan. Make the corrections and upload the plan for scrutiny once again. Click on the Download or Print button to download or print the Scrutiny Report.
Click on the Create Building Permit Application button to apply for a permit.
Follow the same steps to apply for Occupancy Certificate eDCR Scrutiny for New Building.
Stakeholders can apply for low-risk building permit applications following the same steps outlined above. Permits for building plans marked as low risk are processed immediately and the stakeholders can download the permit order after submitting the required documents and details.
The key parameters defining low-risk application categories include -
Height of the building is less than 10 meters
The building construction site does not fall in any airport zone
The building occupancy type is purely residential
The permit order issued for low-risk applications can be revoked by the State or ULB authorities if any inconsistencies or instances of non-compliance found during the verification and inspection process.
Stakeholders can apply for building permits for new construction once the eDCR Scrutiny is approved.
To apply for building permits for new construction
Navigate to the Building Plan Approval menu option in the sidebar.
Click on Building Permit New Construction card. Select the City for the proposed construction in the popup window.
Alternatively, click on the Create Building Permit Application button once the DIGIT-DCR scrutiny is accepted.
The Apply for Building Permit form contains 5 sections - Basic Details, Scrutiny Details, Owner Info, Document and NOC Details, and Summary.
Occupancy, Application Type, Risk Type, and Service Type information in the Basic Details panel is auto-populated from the listed DIGIT-DCR scrutiny report. The Risk Type is Low in the case of low-risk permit applications.
Enter any additional comments in the Remarks field.
The system populates the current date as Application Date by default. In the Location Details panel enter Building/Colony Name, Street Name, Mohalla, Pincode, and GIS coordinates. The City field is auto-populated.
In the Details of Plot panel the Plot Area, and Khata No. are auto-populated from the listed eDCR reference document. Enter the Holding No., Plot No. (MSP), and Land Registration Details.
Click on the Next Step button to move to the Scrutiny Details section of the application form. The Scrutiny Details page displays the DIGIT DCR Number, a clickable link to download the Uploaded Diagram, and the Scrutiny Report.
The Occupancy, Sub-Occupancy, and Usage details are auto-populated from the eDCR report. Click on the Next Step button to move to the Owner Info section.
In the Owner Details panel select the applicable Owner Type and Type of Owner Subtype.
Enter the owner’s Mobile No., Applicant Name, Gender, Date of Birth, Email, Guardian’s Name, Relationship with guardian, PAN No., and Correspondence Address in the Owner Information panel.
Check the Is Primary Owner box if the person filling the application details is the primary owner. All system notifications will be sent to the primary owner.
Click on the Next Step button to move to the Document and NOC Details section.
Select the appropriate document type for each of the Required Documents categories. Click on the Upload File button to upload the documents. The permissible document file formats include .pdf and. jpeg extensions.
Scroll down the page to upload the Building Plan Diagram, Fire and Airport Authority NOC Details. If the users have the NOC documents click on the Upload button to attach the documents to the application.
Click on the Next Step button to review the application details. The Summary page displays the payable Application Fee details.
Once the owner approves the application it is put back in the stakeholder’s queue for submission. The stakeholder will find this application in the My Applications page with the status Stakeholder’s submission pending.
Click on the Application Number hyperlink to open the application. Check the Declaration checkbox at the bottom of the application. Scroll down the page and click on the Submit button.
The submit successful acknowledgement message is displayed on the screen. Click on the Make Payment button at the bottom of the screen to pay the application fees.
Stakeholders can apply for occupancy certificates for new building construction once the occupancy eDCR Scrutiny is approved.
To submit for OC eDCR scrutiny
Navigate to eDCR Scrutiny menu option in the sidebar.
Click on Occupancy Certificate eDCR Scrutiny for New Building card. Select City.
Enter the applicable Building Permit Date and the Building Permit Number. Click on the search icon to populate the building permit details. Upload the Building Plan diagram.
Click on the Submit button to process the scrutiny.
Click on the Download or Print button to download or print the Scrutiny Report.
Click on the Create Occupancy Certificate Application button to proceed with the application or you can choose to proceed with the application later. Make a note of the OC Scrutiny Number that is required to create the application.
To apply for building permits for new construction
Navigate to the Building Plan Approval menu option in the sidebar. Click on Occupancy Certificate New Building Construction card.
Enter the applicable City for the new building construction.
Click on the Select button.
Enter the Occupancy Certificate Security Number. (The above steps are not required if the user has selected to create the OC application immediately after the OC scrutiny is completed).
The Application Type, Risk Type, Service Type, Applicant Name, Stakeholder Name, and Building Permit Number details will be auto-populated from the listed OC Scrutiny document.
The Application Date accepts the current date by default. Enter any comments in the Remarks field.
The Occupancy Certificate Scrutiny Details panel displays the eDCR Number, and a clickable link to download the Uploaded Image and Scrutiny Report.
The Actual Building Details are auto-populated from the scrutiny report. A Comparison Report is also generated at this stage. The comparison report provides a comparative assessment between the proposed construction and the actual construction diagram. This report can be downloaded once the OC application is submitted for further processing by the stakeholder.
Enter the Total Buildup Area (Sq Mtrs), Number of Floors, High From Ground Level from Mumty (In mtrs) details in the Actual Building Abstract panel.
Click on the Next Step button to move to the Documents and NOC Details section.
Select the appropriate document type for each of the Required Documents categories. Click on the Upload File button to upload the documents.
Click on the Next Step button to review the application details. The Summary page displays the payable Application Fee details.
Scroll down the page to review the application details. Click on the Send to Citizen button for final review and approval of the owner
To download the Comparison Report
Click on My Applications on the BPA home page.
Click on the relevant Application Number hyperlink to view the application.
Click on the Download or Print button to download the Comparison Report. This report is available for citizen download too.
Illustrative help docs
DIGIT modules follow structured workflows to allow easy tracking of applications and processes. This section walks you through the various workflows and features supported by each module.
Guide to user registration and user profile management
DIGIT users can sign up to use various modules through the online web portal or the mobile application login interface.
The first step to logging in to use the DIGIT modules is to register as a user.
Enter the ULB url in your browser. For instance, people of Punjab will use the link to register for Punjab mSeva services.
Enter your Mobile Number, Name, City to register as a user. Click on the Continue button.
The system sends an OTP to the given mobile number. Enter the OTP.
Click on the Resend button on the screen in case you have not received your OTP. Click on the Get Started button after entering the OTP. You are now registered as a user in the DIGIT app.
Enter your Mobile Number. Mobile app users can scan the QR code on the screen to file/track complaints. Click on the Continue button.
Enter the OTP sent to the registered mobile number. Click on the Continue button. You are logged in to the app.
Click on the drop-down icon next to your profile logo on the top right corner of the window to change your account details. Click on Edit Profile.
Enter your new user Name if you want to change the existing profile name. Select the applicable City from the drop-down list if you want to change your city settings. Enter your Email Id if you want to reset your email address.
Click on the Save button. The profile changes are saved and applied.
Users can change the language of the app from English to Hindi or the local language for ease and convenience. To change language click on the button labelled English adjacent to the profile icon.
Select the preferred language from the list of available languages. The system menu and prompts will now be displayed in the selected language.
To log out from the app click on the drop-down icon next to your profile logo on the top right corner of the window. Click on Logout.
You are logged out of the system.
Illustrative guide to using the trade license module
The Trade License (TL) module offers the citizens and governance bodies a convenient and transparent means of processing trade licenses. Trade license is the permission issued by the local governing bodies to carry on specified business or trading activity within the authorized area. It is a mandatory document required to run a business or commercial activity of any type.
The TL module enables citizens to apply for trade licenses or renew existing licenses online. It facilitates the governing bodies to validate and approve the license applications.
This section guides you through the details of using the TL module for each role. Click on the relevant role below to learn more about how to use the TL system.
This section illustrates the steps for different employee user roles at the ULB level
The Document Verifier (DV) is responsible for verifying the required and supporting documents uploaded by the citizen or the stakeholder with the building permit or occupancy certificate application. The application is forwarded to the Field Inspector for further review once the DV finds the documents uploaded meet the requirements. Else, the application is either sent back to the citizen for refurbishing the documents or rejected.
DV can
DV can send the application back to the citizen for any corrections or if any vital document has not been uploaded. The DV can also upload the documents on behalf of the citizens.
To send the application back to the citizen
Click on the Application No. hyperlink available in the list of applications Assigned to Me section of the employee dashboard.
Or, enter the Application No. or any other search parameter to search for the application.
Click on the Application No. link to open the application.
Scroll down the application page to review the filled in details. Click on the View File button to open the documents uploaded in the application.
Click on the Upload button to upload relevant documents and NOC documents on behalf of the citizen.
Click on the Take Action button at the bottom of the application page once the review is complete.
Click on the Send Back to Citizen button if the documents do not meet the application requirements or any document is missing.
Select the applicable Assignee Name. State the reasons for sending the application back to the citizen in the Comments section.
Click on the Upload Files button to upload any supporting documents. Click on the Send Back to Citizen button.
The application is placed back in the Citizen queue for required edits.
The DV can reject the application if the documents and information furnished by the citizen do not meet the permit or occupancy guidelines.
To reject or revoke applications
Enter the Application No. or any other search parameter to search for the application. Click on the Application No. link to open the application.
Scroll down the application page to review the filled in details. Click on the View File button to open the documents uploaded in the application.
Click on the Take Action button at the bottom of the application page once the review is complete.
Click on the Reject button if the documents do not meet the application requirements or the information provided in the application is inaccurate.
State the reasons for rejecting the application in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Reject button.
The application is rejected and a notification is sent to the owner informing the same.
Permit orders are sanctioned instantly for low-risk applications. However, the application goes through the normal workflows for document verification, field inspection, and NOC verification. The ULB authorities can revoke the permit order in case any anomalies are detected during the verification process.
Applications can be revoked at any stage by the Document Verifier, Field Inspector, or the NOC Verifier.
To revoke application
Click on the Application No. in the Assigned to Me section of the employee dashboard or enter the Application No. or any other search parameter to search for the application.
Click on the Application No. link to open the application. Scroll down the application page to review the filled in details. Click on the View File button to open the documents uploaded in the application.
Click on the Take Action button at the bottom of the application page once the review is completed.
Click on the Revocate button if the application details do not meet the permit requirements.
Enter the reason for revoking the permit in the Comments field.
Click on Upload Files to attach supporting documents. Click on the Revocate button. The permit order is revocated.
The DV verifies and forwards the application if the documents and information provided in the application are found satisfactory and complete.
To verify and forward the application
Enter the Application No. or any other search parameter to search for the application. Click on the Application No. link to open the application.
Scroll down the application page to review the filled in details. Click on the View File button to open the documents uploaded in the application. Click on the Take Action button at the bottom of the application page once the review is complete.
Click on the Forward button once all documents are verified.
Select the applicable Assignee Name who will carry out the next phase of verification. Provide any additional information for the assignee in the Comments section.
Click on the Upload Files button to upload any supporting documents. Click on the Verify and Forward button.
The application is forwarded to the field inspector for further processing.
The field inspector or FI is responsible for conducting the field inspection of the construction site and premises. The FI prepares the inspection report based on the observations on the defined inspection parameters.
The FI can
FI prepares the field inspection report and attaches the report to the application.
To prepare the inspection report
Click on the Application No. hyperlink available in the list of applications Assigned to Me section of the employee dashboard.
Or, enter the Application No. or any other search parameter to search for the application. Click on the Application No. link to open the application.
Scroll down the application page to review the filled in details. Enter the Inspection Date and Inspection Time in the Inspection Report -1 panel. FI can add multiple field inspection reports as required.
Mark Yes or No as applicable for each item in the Inspection Checklist. Enter any additional information in the Remarks section available for each item in the checklist.
Select the applicable Document Type for each of the listed Documents. Click on the Upload File button to upload the relevant documents.
Click on +Add Another Field Inspection Report button to append additional inspection details.
Click on the Take Action button at the bottom of the application page once the review is complete.
To send the application back to the citizen
Click on Send Back to Citizen if any information or document is missing in the application.
Select the applicable Assignee Name. State the reasons for sending the application back to the citizen in the Comments section.
Click on the Upload Files button to upload any supporting documents. Click on the Send Back to Citizen button.
The application is placed back in the Citizen queue for required edits.
The FI can reject the application if the documents and information furnished by the citizen do not meet the permit or occupancy guidelines.
To reject the application
Click on the Reject button if the documents do not meet the application requirements or the information provided in the application is inaccurate.
State the reasons for rejecting the application in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Reject button.
The application is rejected and a notification is sent to the owner informing the same.
The FI verifies and forwards the application if the documents and information provided in the application are found satisfactory and complete.
To forward the applications
Click on the Verify and Forward button.
Select the applicable Assignee Name who will carry out the next phase of verification. Provide any additional information for the assignee in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Verify and Forward button.
The application is forwarded to the NOC Verifier for further processing.
The NOC Verifier is responsible for checking the no-objection permissions obtained for various civic authorities in context to the building construction. Commonly, a NOC is required from the Airports Authority and the Fire department to certify all guidelines are met by the builder and owner. If all requirements are met the NOC verifier forwards the application to the BPA Approver.
NOC Verifier can
The NOC Verifier can send the application back to the citizen in case there are some details missing in the form.
To send the application back to the citizen
Click on the Application No. hyperlink available in the list of applications Assigned to Me section of the employee dashboard. Or, enter the Application No. or any other search parameter to search for the application.
Click on the Application No. link to open the application.
Scroll down the application page to review the filled in details.
Click on the View File button to review the NOC documents uploaded with the application. Click on the Upload File button to upload NOC documents on behalf of the NOC issuing authority like Fire or Airport.
Click on the Take Action button at the bottom of the application page once the review is complete.
Click on the Send Back to Citizen button if the documents do not meet the application requirements or any document is missing.
Select the applicable Assignee Name. State the reasons for sending the application back to the citizen in the Comments section.
Click on the Upload Files button to upload any supporting documents. Click on the Send Back to Citizen button.
The application is placed back in the Citizen queue for required edits.
The NOC Verifier can reject the application if the documents and information furnished by the citizen do not meet the prescribed guidelines.
To reject the application
Click on the Reject button if the documents do not meet the application requirements or the information provided in the application is inaccurate.
State the reasons for rejecting the application in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Reject button.
The application is rejected and a notification is sent to the owner informing the same.
The NOC Verifier verifies and forwards the application to the BPA Approver if the documents and information provided in the application are found satisfactory and complete.
The NOC Verifier cannot forward the application to the BPA Approver until and unless the NOC from the respective authorities is received.
To forward the applications
Click on the Verify and Forward button once all details are verified and found satisfactory.
Select the applicable Assignee Name who will carry out the next phase of verification. Provide any additional information for the assignee in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Verify and Forward button.
The application is forwarded to the BPA Approval for final approval.
The BPA Approver is responsible for approving or rejecting the application for building permits or occupancy certificates. Once approved the owner can download the permit or the occupancy certificate from the portal.
The BPA Approver can
BPA Approver can reject the application if the documents and information furnished by the citizen do not meet the prescribed guidelines.
To reject applications
Click on the Application No. hyperlink available in the list of applications Assigned to Me section of the employee dashboard.
Or, enter the search parameter to find the application pending for approval.
Click on the Application No. link to open the application. Scroll down the application to review the filled in details. Check the applicable conditions in the Permit Conditions list.
Enter any additional Permit Condition in the space given below the list. These conditions will be appended in the permit order. Click on the +Add More button to add more conditions.
Click on the Take Action button. Click on the Reject button if the documents do not meet the application requirements or the information provided in the application is inaccurate.
State the reasons for rejecting the application in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Reject button.
The application is rejected and a notification is sent to the owner informing the same.
The BPA Approver approves the application for building permit or occupancy certificate once the verification is complete and prescribed guidelines are met.
To approve applications
Click on the Approve button once all requirements and verifications are complete.
Provide any additional information for the assignee in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Approve button.
The application is approved.
The citizen or the stakeholder can now download and print the building permit or occupancy certificate from their account only after paying the permit fee. There is no fee applicable for an occupancy certificate.
Learn how to apply for new trade license, renew and pay trade license fee
Citizens represent individuals, communities, or business entities who are the system end-users. The TL module allows business owners to apply for a trade license online or even apply for renewal of an existing license.
The citizen can also approach the Counter Employee (CE) to submit new TL applications or raise renewal requests for existing licenses.
The Citizen or CE role can -
Download payment receipts, license certificates, or applications
Citizens or CE can apply for a new trade license through the DIGIT web portal or the DIGIT mobile app. To apply for new TL click on the Trade License card available in the Citizen Services section of the DIGIT home page.
Click on the New Application button on the screen. This will open the TL application form page.
The system displays the Required Documents - Trade License list. Click on the Print button to get a hard copy of the documents list for reference.
Click on the Apply button to proceed with the trade license application. The form sections are available on the top of the page.
The New Application form page contains various sub-sections -
Trade Details
Owner Details
Documents
Summary
The system displays the Trade Details page. The page contains 4 panels - Trade Details, Trade Unit, Accessories, and Trade Location Details.
In the Trade Details panel, enter the following details.
Select the applicable Financial Year. Select the relevant License Type from the drop-down list. Enter the Name of Trade. Select the appropriate Structure Type and Structure Sub Type. Enter the Trade Commencement Date. Enter the Trade GST No. if applicable. Enter the Operational Area (Sq Ft). and the Number of Employees for the listed trade.
In the Trade Unit panel, provide the following details -
In the Accessories panel, enter the following details -
Enter the following details in the Trade Location Details panel -
Select the City. The system displays the registered city by default. Enter the Property ID/UID, Door/House No., Building/Colony Name, Street Name, Mohalla, and Pincode for the listed premises. Click on the map icon to provide the GIS coordinates for the location. Enter the Electricity Connection No. for the listed premise.
Click on the Next Step button to move to the Owner Details section.
Select the Type of Ownership and the Type of Sub-Ownership. Provide the following information in the Owner Information section.
Enter the owner Mobile No., Name, Father/Husband’s Name. Check Father or Husband to indicate the Relationship of the given name with the owner. Check the applicable Gender of the owner. Enter the Date of Birth of the owner. Enter the owner’s Email ID, PAN No., Correspondence Address. Select the applicable Special Owner Category from the drop-down list.
Click on the Next Step button to move to the Documents section.
Click on the Upload File button to browse and upload the required documents for processing the TL. Click on the Next Step button once all the documents are uploaded.
The Application Summary page provides all the information filled in by the applicant. The Application Summary panel on top of the page provides the Trade License Tax and Total Amount details. This amount has to be paid by the applicant.
Click on the View Breakup button to fetch the fee details.
The Trade License Application No. is displayed along with this message. Click on the Download button to download a copy of the application. Click on the Print button to print the application.
Citizens can renew their existing trade applications on the DIGIT portal. CE can also apply for TL renewal on behalf of the citizens. To renew TL navigate to the home page and then click on the Trade License option. Click on My Applications. Click on the Renew Now button on the specific license.
The system will display the license details. Click on the Take Action button. Click on the Edit button to make any changes to the existing license details. Click on the Submit for Renewal button to apply for renewal.
The Trade License is submitted for renewal.
To search for a submitted application or track the status of submitted applications navigate to the Trade License home page.
Enter at least one of the listed search parameters in the Search panel. The listed search parameters include
Application No.
Trade License No.
Owner Mobile No.
Application Type
From Date
To Date
Application Status
Click on the Search button. The system displays the records matching the listed parameter.
Click on the Application No. link. The screen displays the application details. Scroll down the page to view the details.
Click on the Take Action button and click on Edit option to edit the form details. The Task Status panel on the top of the Application displays the current status of the application.
Click on the View History button on the top right corner of the Task Status panel to view the actions taken on the application to date.
Applicants have to pay the license fee once the TL application is approved. The application status changes to Pending for Payment. To make payment for the trade license fee click on your Application No. to open the application. Click on the Take Action button.
Click on Pay. Enter the payment details. The system allows you to pay by cash, cheque, or credit/debit card. Click on the Cash, Cheque, Credit/Debit Card tab depending on the preferred payment method.
Enter payment details as requested on the screen. Click on the Generate Receipt button to confirm the payment. The screen displays the success acknowledgement message along with the Payment Receipt No.
Once the payment is complete the Trade License Certificate is issued. Click on the Download or Print button to download or print the Payment Receipt and Trade License Certificate.
A complete guide to using the PGR module
The Public Grievance Redressal or the PGR is a standardized solution offering on DIGIT platform to register and redress citizen grievances. It provides a transparent and trackable mechanism to solve public grievances by inducing responsive administration. PGR enables the citizens to file the complaints using various channels and helps the municipal employees to resolve them timely.
Citizens can lodge complaints, track, reopen and rate complaints through the web portal or the mobile application.
ULB employees too can use the web or mobile interface to comment, forward, assign, verify, share, and resolve citizen complaints.
Refer to the table below to understand the different user roles and the scope of action linked to each role. The manual provides a detailed description of how to use the system for each role.
This section guides you through the details of using the PGR module for each role. Click on the relevant role below to learn more about how to use the PGR system.
The Summary page displays the payable Registration Fee. Scroll down the page to view the application details. Click on the Edit icon available on the right side of each panel to make any changes.
Enter the Building Plan Scrutiny Number. Click on the Search icon adjacent to the Building Plan Scrutiny Number. This will fetch the building and application details from the scrutiny report. The Building Plan Scrutiny Number is auto-populated in case the user initiates the application from the DCR scrutiny accepted acknowledgement screen.
Scroll down the page to review the application details. Click on the edit icon to make any changes in the application. Click on the Send to Citizen button for final review and approval of the owner.
Enter the URL to log in to the system. Click on the Login button.
Click on the camera icon to upload or change your Profile photo. Click on the Gallery button to select an image from your photo gallery or files on the computer. Select the file and click on the Open button. This will load the selected image as the profile picture. Click on the Remove button to delete the existing profile picture.
Select the applicable Trade Category, Trade Type, Trade Sub Type, UOM (Unit of Measurement), and UOM value. Click on the icon to add more trade units.
Select the applicable Accessories for the listed trade. Select the corresponding UOM for the selected accessories. Enter the UOM value. Enter the Accessory Count. Click on the icon to add more accessories.
Scroll down the page to view the filled-in details. Click on the Edit icon to make any changes to the application. Click on the Submit Application button. The system displays the Application Submitted Successfully acknowledgement message.
User Role
Scope of Action
Role Description
Citizen
Apply for Trade License
Pay for license
Track status of the license application
Download payment receipts
Individuals and business entities
Counter Employee (CE)
Apply for a Trade License
Complete the Payment for Trade License
Keep a track of the status of the Trade License
Download/Print payment receipts, applications, TL certificate
Counter employees who assist citizens and file new trade license applications or renewal applications on their behalf
Document Verifier (DV)
Verify and forward
Send Back
Edit
Employees responsible for verifying the supporting documents submitted by citizens for new trade license or renewal of existing licenses
Field Inspector (FI)
Verify and forward
Send Back
Reject
Edit
Employees who go on to the field (i.e. location of trade) and physically verifies the information provided by the applicant is correct, checks safety precaution followed by the trade owner
Approver
Approve
Send Back
Reject
Cancel TL
The employee who has the final authority to approve or reject the application
User Role
Scope of Action
Role Description
Citizens
File Complaints
Track Complaints
Rate Complaints
Reopen Complaints
Individuals and society groups/communities
Customer Service Representatives (CSR)
File Complaints
Track Complaints
Reopen Complaints
Counter employees who assist citizens and register complaints on their behalf
Grievance Routing Officer (GRO)
Assign Complaints to FME
Rejects Complaints
ULB officers who assign complaints to concerned employees
First Mile Employee (FME)
Resolve Complaints
Share Complaints - Whatsapp/SMS
Request Re-assign
Employees who work on assigned complaints
An illustrative guide to using the property tax module
The Property Tax (PT) module offers the citizens and governance bodies a convenient and transparent means of processing property taxes. Local governing bodies identify the applicable tax slabs for different types of properties. The PT module assesses properties, calculates tax amount, processes tax payment and generates tax collection reports.
The PT module enables citizens to pay property taxes online. It facilitates the governing bodies process property tax payments.
Refer to the table below to understand the different user roles and the scope of action linked to each role. The applicable user roles and action items can vary from one State to another. DIGIT customizes the workflows to suit the requirements defined at the State level.
User Role
Scope of Action
Role Description
Citizen
Add Property
Search Property
Edit Property
Assess Property
Re-Assess Property
Pay Property Tax
Transfer Property Ownership
Download Receipts/Applications
Individuals and Community groups
Counter Employee (CE)
Add Property
Search Property
Edit Property
Assess Property
Re-Assess Property
Pay Property Tax
Transfer Property Ownership
Download Receipts/Applications
Counter employees who assist citizens register new property details, transfer ownership of property, pay property tax on their behalf
Document Verifier (DV)
Verify and forward
Send Back
Edit Application
Employees responsible for verifying the supporting documents submitted by citizens for a new property or transfer of ownership of property
Field Inspector (FI)
Verify and forward
Send Back
Reject
Edit
Employees who go on to the field (i.e. location of property) and physically verifies the information provided by the applicant is correct
Approver
Approve
Send Back
Reject
Cancel
An employee who has the final authority to approve or reject the property registration
This section guides you through the details of using the PT module for each role. Click on the relevant role below to learn more about how to use the PT system.
A complete guide to using Water & Sewerage module
The W&S module allows citizens to apply for new connections and pay bills online. For employees, this module enables automated processing of new connection requests, editing existing connection details, generating water bills, and facilitating online collection of bill payments.
The module supports the following key functions -
Apply for new connections
Pay one-time connection charges for new water or sewerage connections
Pay recurring bills using online payment gateway
Download artefacts such as application details, connection details, bills, receipts, sanction letter and estimation notice
Process applications using configurable workflows
Refer to the table below to understand the different user roles and the scope of action linked to each role. The applicable user roles and action items can vary from one State to another. DIGIT customizes the workflows to suit the requirements defined at the State level.
User Role
Scope of Action
Role Description
Citizen
Apply for new connection
Pay one-time connection charges
Pay bills
Download artefacts
Individuals and society groups/communities who want to apply for new water or sewerage connections, or pay bills
Counter Employee
Create new applications
Process applications
Edit existing connection details
Add meter reading
Collect connection charges
Collect bill payment
Download bills, receipts, and approval letter for new connections
ULB employees responsible for submitting applications for new connections on behalf of the citizens or pay their bills at the counter
Document Verifier (DV)
Send applications back to citizen
Reject applications
Verify and forward applications
ULB employees responsible for verifying the documents uploaded along with the application
Field Inspector (FI)
Send applications back to citizen
Generate estimation notice
Add additional details
Reject applications
Verify and forward applications
ULB employees responsible for conducting the onsite inspection
Approver
Reject applications
Approve applications
ULB employee responsible for rejecting or approving new connection requests
All employee roles
Search connections/applications
Process new connections/modify applications
View connection details
Download artefacts
This section guides you through the details of using the [module name] module for each role. Click on the relevant role below to learn more about how to use the module.
Complaint Types
Complaints Sub-Types
Streetlights
Streetlight not working
Installation of new street light
Garbage
Garbage needs to be cleared
Burning of garbage
Damaged garbage bin
Non-sweeping of road
Congress grass-cutting
Drains
Overflowing/Blocked drain
Cleaning of drains
Water entered house rainy season
Water & Sewerage
Illegal discharge of sewage
Block/overflowing sewage
Shortage of water
Dirty water supply
Broken water pipe/leakage
Water pressure is very less
No water supply
Sewage main hole cover missing or broken
Sewerage main hole cover raising
Cleaning of sewerage moves slurry gear
Property Tax/ House Tax
How to pay property tax
Wrong calculation
Receipt not generated
Others
Roads & Footpaths
Damaged road
Waterlogged road
Manhole cover missing or broken
Damaged/Blocked footpath
Construction material lying on road
Illegal rehries on road
Road jalli broken
Mosquitoes
Request spraying or fogging operation
Animals
Stray animals
Dead animals
Public Toilets
Dirty or smelly public toilets
Public toilet damaged
No water or electricity in public toilet
Land Violations
Illegal shops on footpath
Illegal construction
Illegal parking
Trees
Illegal cutting of trees
Cutting or trimming of tree required
Open Defecation
Open defecation
Parks
Parks require maintenance
Others
A complete guide to using mCollect module
The mCollect module is designed to facilitate the ULBs process miscellaneous types of payments. Miscellaneous payments may include parking fees, advertising fees, rent, challans, etc. The module objective is to process and record payment collections on account of miscellaneous heads within the ULBs. This makes it easy to track payment receipts and generate reports for administrative purposes.
The MCS module enables ULB employees to -
Capture payment details
Generate and print payment collection receipts
Access dashboard analytics
Generate reports for administration
Refer to the table below to understand the different user roles and the scope of action linked to each role. The applicable user roles and action items can vary from one State to another. DIGIT customizes the workflows to suit the requirements defined at the State level.
User Role
Scope of Action
Role Description
Citizen
Search Receipts
Download Receipts
Print Receipts
The citizen pays the applicable fees for miscellaneous services through the CEs or FEs
Counter Employee (CE)
Process New Collection
Search Receipts
Download Receipts
Print Receipts
Counter employees collect miscellaneous payments from the citizens online
Field Employee (FE)
Process New Collection
Search Receipts
Download Receipts
Print Receipts
Field employees also collect miscellaneous payments from the citizens on the field
This section guides you through the details of using the MCS module for the defined roles. Click on the relevant role below to learn more about how to use the MCS system.
Learn how to file complaints and track your complaints
Citizens represent individuals or communities who are the system end-users. The PGR module provides the citizens with the scope to file their complaints or grievances to initiate necessary action.
The Citizen role can -
The File Complaints option allows citizens to register their complaints.
To file complaints navigate to Complaints Home page. Click on the File Complaints tab on the screen. This will open the complaint form page. Select the relevant Complaint Type and the subtype from the drop-down list of options. Refer to the list of complaint types available in PGR.
The system will display the Complaint Registered Successfully message along with the Complaint No. Click on the Continue button. Your complaint details are available on the dashboard.
My Complaints tab enables citizens to track the status of their complaints.
To view or track complaints click on My Complaints tab. The system will display all complaints filed by you or from your account and the corresponding status. Click on the Open button corresponding to any complaint to view the complaint details.
The complaint summary view contains the Complaint Details, Complaint Timeline, and Comments text box. The complaint timeline indicates the action taken on the complaint and the current or pending action status of the complaint.
Enter any additional information about the complaint in the Comments section.
The PGR module enables the citizens to give their feedback on resolved complaints.
To rate resolved complaints navigate to the Complaints menu option in the sidebar. Click on the My Complaints tab. Scroll down to the complaint you want to rate. You can rate only complaints marked as Closed. Scroll down to the Complaint Timeline section.
Click on the Rate button on the timeline.
Click on the number of stars on the screen to rate the work on the complaint on five. Click on the most appropriate feedback statement to rate the work. Add any additional information in the Comments section. Click on the Submit button.
The system displays an acknowledgement for your ratings. Click on the Go To Home button to navigate back to the home page.
To reopen the complaint navigate to Complaints > My Complaints menu option in the sidebar. Click on the closed complaint that you want to reopen. Scroll down to the Complaint Timeline section. Click on the Re-Open button on the timeline.
The Re-Open button will be available only for 5 days after the complaint is resolved and closed by the department employee. The number of days can vary depending on the State or ULBs. The citizen or CSR will not be able to reopen complaints once this period is over.
Select the appropriate reason for reopening the complaint. Click on the camera icon to upload any photos related to the complaint. Enter any additional information in the Comments section. Click on the Continue button once done. The system displays an acknowledgement message stating the complaint is reopened. Click on the Go To Home button to navigate back to the home page.
Learn how to add new property, assess or transfer property and pay property tax
Citizens represent individuals, communities, or business entities who are the system end-users. The PT module allows property owners to register their property details online. These details are then used for various property-related transactions.
The citizen can also approach the Counter Employee (CE) to register new property, assess property or pay property tax.
The Citizen or CE role can -
Citizens or CE can add new property details through the DIGIT web portal or the DIGIT mobile app.
To add a new property click on the Property Tax card available in the Citizen Services section of the Home page.
Click on the Add New Property button on the screen. This will open a new form page.
The system will display the Required Documents - Property Tax list. Note the list of documents valid for address, identity, registration, usage, special category, and occupancy proofs.
Click on the Print button to get a hard copy of the documents list for reference. Click on the Apply button to proceed with adding your property. The form sections are available on the top of the page.
Add Property Form Sections
The add property form page contains various sections that include
Property Address
Property Details
Owner Details
Document Info
Summary
Enter the following information in the Property Address section.
The system will display the New Property form page.
The City field displays the registered city by default. Click on the drop-down list to select a different city. Enter the House/Shop No., Building/Colony Name, Street Name, Locality/Mohalla, and the Pincode. Enter the Existing Property ID in case there is a legacy property ID available for the listed property.
Click on the Next button to move to the next section.
Enter the following details in the Property Details section
Select the applicable Property Usage Type and the Property Type from the drop-down list available.
Check Yes or No to indicate Whether rainwater harvesting structure provided on the property? Enter Vasika No. and Vasika Date if applicable. Enter Allotment Letter No. and Allotment Date if applicable.
Enter Firm/Business Name if the property is listed as commercial or institutional. Enter any information in the Remarks field. Check the box Do you have any inflammable material stored on your property? if it is true. Check the box adjacent to Height of property more than 36 feet? if it is true. Fill in the Unit details if the selected property usage type is Commercial, Institutional, Other Non-Residential, or Residential.
The Unit Usage Type by default accepts the Property Usage Type value. Select the applicable Sub Usage Type for the listed property in case of Commercial or Institutional properties. Select the most applicable option for the type of Occupancy. Enter the Built-up-area (sq ft) value of the property. Select Floor to identify the relevant floor of the property. Click on +Add One More Unit button to add more units.
Click on the Next button to proceed to enter the Owner Details.
Enter the following information in the Owner Details section. Select the relevant Type of Ownership. Enter the Owner’s Name.
Check the applicable Gender of the owner. Enter the owner’s Mobile No. and Guardian’s Name. Select Relationship of the owner with the guardian. Enter the applicable Special Category. Enter the owner’s Email Id and the Correspondence Address. Check the Same as property address box if the correspondence address is the same as the address of the listed property. The Correspondence Address field is auto-populated in that case.
Click on the Next button to move to the Documents section.
Upload the required documents in the Documents section of the application form. In the Select Document field, select the type of document you are uploading for Address Proof, Identity Proof, Registration Proof, Usage Proof, and Construction Proof.
Click on the Upload File button to upload the documents.
Click on the Next button to proceed to the next section.
Click on the Add Property button once the details are reviewed and corrected. The system displays the New Property Successfully Added acknowledgement message.
The Property ID is available along with this message.
Click on the Download button on top of the message box to download the application. Click on the Print button to print the application.
To search for a submitted application or track the status of submitted applications navigate to the Property Tax home page. There are two search options available. Users can search by property or application.
To Search by Property click on the Search Property tab. Enter the ULB. The system displays the registered City or ULB details by default. Enter any of the following search parameters or combinations to refine the search for property. Enter the Owner Mobile No. or the Unique Property ID allotted by the system. Enter the Existing Property ID if there is any legacy ID linked to the property.
Click on the Search button to view the results. Click on the Reset button to renew search with different parameters.
To Search by Application click on the Search Application tab.
Enter any of the following search parameters or combinations to refine the search for property. Enter the Application No. or the Owner Mobile No. or the Unique Property ID.
Click on the Search button to view the search results. Click on the Reset button to renew search with different parameters.
The search results show the filtered list of property entries along with the application Status.
An Active Status means the listed property is pending for further action. Inworkflow status means there is some action going on for the listed property and hence it is not accessible for any other action. Once the action is complete the status will change to Active.
Click on the Unique Property ID or Application No. hyperlink to access the property details.
Listed properties are assessed every financial year to calculate the property tax amount.
To assess property navigate to the Property Tax >> Assess & Search menu option on the sidebar. Alternatively, click on the Property Tax card on the Home page. Enter the required search parameter to refine your search for properties.
Click on the Search button to view the results. Click on the relevant Unique Property ID.
Scroll down the Property Information page to view the property details. Expand the Assessment History panel to view the previous assessment details.
Click on the Re-Assess button if you want to reassess the property. Expand the Payment History panel to view earlier payments made for the listed property.
Click on the Download Receipt button to get a soft copy of the listed payment. Expand the Application History panel to view the property application details.
Click on the View Details button to fetch application details. Click on the Assess Property button.
Select the relevant Financial Year.
The panel will display the Property Tax Amount details.
Click on the Add Rebate button to apply any rebates or discounts on the tax amount. This feature is not available for the citizens.
Enter any Additional Charges amount, if applicable. Select the appropriate Reason for Charges. Enter any Additional Rebate amount, if applicable. Select the appropriate Reason for Rebate.
Click on the Submit button to apply the rebate or charges to the tax amount. Click on the Calculation Details button to view the calculation logic applied for calculating the tax amount.
Click on the OK button to move back to the Assessment page.
Click on Assess Property once you complete reviewing all details. The system will display the assessment success acknowledgement message.
Click on the Proceed to Payment button to pay the property tax. Else click on the Home button to navigate back to the home page.
Applicants have to pay the property tax once the property is assessed for the specified financial year.
To make payment for property tax click on the Proceed to Payment button after the property assessment is complete. The Payment Collection Details panel displays the tax Fee Details.
Enter the payment details. The system allows you to pay by cash, cheque, or credit/debit card. Click on the Cash, Cheque, Credit/Debit Card tab depending on the preferred payment method.
Enter payment details as requested on the screen. Click on the Generate Receipt button to confirm the payment. The screen displays the success acknowledgement message along with the Payment Receipt No.
Once the payment is complete the Property Tax Receipt is issued. Click on the Download or Print button to download or print the tax Payment Receipt.
The PT module allows users to transfer the ownership of property.
To transfer the ownership of property search for the property by entering the Unique Property ID or any other search parameter. Click on the Unique Property ID to open the application. Scroll down the Property Information page. Click on the Transfer Ownership button available in the Owner Details panel.
The system will display the list of Required Documents - Transfer to Ownership.
Click on the Print button to print the list of documents. Click on the Transfer Ownership button to proceed with the mutation process. The Transfer of Ownership form page is displayed.
The application timeline shows three sections -
Transfer Details
Document Upload
Summary
The Transfer Details page includes three panels -
Transferor Details - This panel displays the current owner details.
Transferee Details - This panel requires the user to input the details of the individual to whom the property is to be transferred.
Enter the following details in the form -
Select applicable Ownership Type. Enter the Name, Gender, and Mobile No. of the transferee. Enter Guardian’s Name of the transferee and the Relationship with Guardian. Enter the Email address of the transferee. Select the relevant Special Applicant Category. Enter the Correspondence Address of the transferee.
Registration Details - This panel requires the user to input the registration details in context to the transfer of the property ownership.
Enter the following details in the form.
Select Reason for Property Transfer. Enter Property Market Value, the Registration Document No. and the Registration Document Issue Date. Enter the Registration Document Value. Enter any Remarks.
Click on the Next Step button to move to the Document Upload section.
Select Document you want to upload for Address Proof, Identity Proof, and Registration Proof. Click on the Upload File button to upload the copy of scanned documents.
Click on the Next Step button to move to the Summary section.
The Summary page will display the filled-in application details. Scroll down the page to review the information entered. Click on the Previous Step button to go back and make any changes in the form.
Click on the Submit button once all details are reviewed. The screen will display the application success message. Click on the Download button on top of the message box to download the application. Click on the Print button to print the application.
To make any changes in the application navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Edit Property button available at the bottom of the page. Change any details in the form as required. Click on the Update Property button once all changes are complete.
This section illustrates the steps for different employee user roles at the ULB level
DV is responsible for verifying the supporting documents uploaded by the applicants or the counter employee on behalf of the applicant.
The DV can
Trade license applications are rejected if the supporting documents uploaded by the applicant fails to comply with the license requirements or the details provided in the form are incorrect.
To reject applications navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on Reject.
Enter your Comments to state the reason for rejection. Click on the Upload Files button to upload any supporting documents to validate the rejection. Click on the Reject button.
The applicant will receive a rejection notification on his mobile number or email address.
The DV verifies and forwards the TL application to the Field Inspector if the DV finds all information and documents provided by the applicant correct.
To verify and forward the application navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on the Verify and Forward button. Select the relevant Assignee Name from the list of available employees for subsequent processing.
Enter any additional information in the Comments field in context to the application for the assignee’s knowledge. Click on Upload Files to upload any supporting documents for the application. Click on the Verify and Forward button.
The TL application is assigned to the selected Assignee for subsequent processing.
To edit applications navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on the Edit button. Change any details in the form as required.
FI is responsible for verifying the field details provided by the applicants.
The FI can
FI sends back the applications to the citizens if some vital information is missing in the application or there is a mistake in the information provided.
To send applications back to the citizen navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on the Send Back to Citizen button. Enter any Comments stating why the application is sent back.
Click on the Upload Files button to upload any files or images in context to the application. Click on the Send Back to Citizen button.
The system displays a success acknowledgement message stating that the application is sent back to the initiator.
The FI can send back the TL application to the DV if there is any mistake or lapses in the document verification process.
To send back applications to the DV navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on the Send Back button.
Select the Assignee Name who will be responsible for verifying the application. Enter any Comments as additional information to the assignee stating why the application is sent back. Click on the Upload Files button to upload any files or images in context. Click on the Send Back button.
The application is assigned back to the selected assignee for verification of documents.
Trade license applications are rejected if the supporting documents uploaded by the applicant fails to comply with the license requirements or the details provided in the form are incorrect.
To reject applications navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on Reject.
Enter your Comments to state the reason for rejection. Click on the Upload Files button to upload any supporting documents to validate the rejection. Click on the Reject button.
The applicant will receive a rejection notification on his mobile number or email address.
The FI verifies and forwards the TL application to the Approver if the information and documents provided by the applicant are correct.
To verify and forward the application navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on the Verify and Forward button. Select the relevant Assignee Name from the list of available employees for subsequent processing.
Enter any additional information in the Comments field in context to the application for the assignee’s knowledge. Click on Upload Files to upload any supporting documents for the application. Click on the Verify and Forward button.
The TL application is assigned to the selected Assignee for subsequent processing.
To make any changes in the application navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on the Edit button. Change any details in the form as required.
The Approver is responsible for the final approval of the TL application.
The Approver can
The Approver can send back the TL application to the FI or DV if there is any mistake or lapses in the document verification process.
To send back applications to the DV or FI navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on the Send Back button.
Select the Assignee Name who will be responsible for verifying the application. Enter any Comments stating why the application is sent back. Click on the Upload Files button to upload any files or images in context. Click on the Send Back button.
The application is assigned back to the selected assignee for verification of application.
Trade license applications are rejected if the supporting documents uploaded by the applicant fails to comply with the license requirements or the details provided in the form are incorrect.
To reject applications navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on Reject.
Enter your Comments to state the reason for rejection. Click on the Upload Files button to upload any supporting documents to validate the rejection. Click on the Reject button.
The applicant will receive a rejection notification on his mobile number or email address.
The Approver signs off the TL application once the information and documents provided by the applicant are found correct. The TL Certificate is issued once the application is approved.
To approve the application navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on the Approve button.
Select the relevant Assignee Name from the list of available employees for subsequent processing. Enter any additional information in the Comments field in context to the application for the assignee’s knowledge. Click on Upload Files to upload any supporting documents for the application. Click on the Approve button.
The TL application is approved and the TL Certificate is issued to the applicant. Click on the Download or Print button to download or print the TL Certificate.
Learn how to apply for new water or sewerage connections, pay bills
Citizens represent individuals, groups or communities that are using the W&S module online to manage their water and sewerage connections. The W&S module offers an efficient means of tracking and managing water and sewerage connections.
The citizens can -
Download bills, receipts and approval letters
The Apply for New Connection option allows citizens to submit their application for new water or sewerage connection. Application forms are submitted through the portal for further processing and approval for new connections by the ULB employees.
To apply for new connections
Navigate to the Water & Sewerage menu option in the sidebar. Alternatively, click on the Water & Sewerage card available on the Citizen Services panel on the home page.
Click on the Apply for New Connection option.
The system displays the list of required documents for processing new water or sewerage connections. Click on the Print button below to print the list for reference.
Click on the Apply button to begin filling the application form. The application form contains three sections - Connection Details, Documents, and Summary.
In the Property Details panel enter the Property ID for the new connection. Click on the Find/Create Property ID click here link if you do not remember the property ID or the property is not yet registered in the system. Search for the relevant property details or click on the Register New Property button to register the property.
Click on the Select button available for the relevant property in the search list. This will auto-populate the property details in the application.
The Same as Owner Details box is checked by default in the Connection Holder Details panel. Uncheck this box if the connection holder details are not the same as the property owner. Now enter the connection holder’s Mobile No., Name, Gender, Guardian Name, Relationship with the mentioned guardian, Correspondence Address and Special Applicant Category details.
Check the Water or Sewerage box in the Connection Details panel to indicate the type of connection you are applying for. Check both boxes if the application is for both water and sewerage.
Enter the No. of Taps proposed if you are applying for water connection. Select the applicable value for Pipe Size Proposed (in inches). Enter the required No. of Water Closets and No. of Toilets details for sewerage connection. Click on the Next Step button to proceed to the Documents section of the application.
The system allocates a unique Application No. available on the top of the application form page. Click on the Select Documents drop-down menu to identify the relevant document that will be uploaded as Identity Proof, Address Proof, Building Plan etc.
Click on the Upload File button to attach the documents to the application. Click on the Next Step button to move to the Summary section of the application.
The system displays the success acknowledgement message. Click on the Download or Print button to download or print the application.
The application is processed by the ULB employees who verify the attached documents and carry out field inspections before the final approval. The citizen is allotted a unique consumer number once the application is processed and approved.
Citizens can view their applications to find status details, pending fees to be paid, or any other notifications linked to the application.
To view applications
Click on the My Applications option in the W&S home page.
The system displays all the applications submitted by the citizen and the current status of each application. Click on the View Details button below the application for detailed information on the application status and actions taken on the application.
Click on the View History button available in the Application Summary panel on top. This displays all the tasks completed and in progress along with the date.
The Fee Estimate panel displays the payable application fee details. Click on the View Breakup button to find the fee calculation details.
Click on the Take Action button at the bottom of the application and then click on Pay to make the fee payment. The Pay option is enabled once the application is in Pending for Payment status.
Click on the Download or Print button on the top right corner of the page to download or print the application or the payment receipt.
The W&S module allows citizens to check the meter readings in case they have metered connections.
To check meter readings
Click on My Connections card on the W&S home page. The existing connections for the listed user are available on the screen. Click on the Consumer Number link available for listed connection.
Click on the View Consumption Details button available in the Service Details panel on the Connection Details page.
The meter reading and current consumption readings are available in the Consumption Details page.
Scroll down the page to view past readings.
Citizens can view their water or sewerage connection details through the portal.
To view connection details
Click on My Connections card on the W&S home page. The existing connections for the listed user are available on the screen. Click on the Consumer Number link available for the listed connection.
The Connection Details page displays the Service Details, Property Details, Owner Details and the Connection Holder Details. Scroll down the page to view these details.
The citizen portal allows users to view their existing connection details and pay water or sewerage bills online.
To view and pay bills
Click on My Connections card on the W&S home page. The existing connections for the listed user are available on the screen.
Click on the Pay Now button available for connections that have pending dues.
Alternatively, click on the Pay Water & Sewerage Bill card on the W&S home page. Enter the required search parameters to search for a specific bill.
Click on the Pay Now button available for connections that have pending dues.
The Bill Details shows the Total Amount, Due Date, and amount breakup details. Scroll down to view the associated Service Details and Property Details. Click on the Download Bill button to download the bill. Click on the Pay button to make the payment.
Select Full Amount or Custom Amount depending on whether you are paying the entire bill amount or making a partial payment or advance payment. Enter the Amount to pay (Rs) in case of Custom Amount. Enter the Payer Details.
Select the relevant option for Payment Paid By. Select Owner if the payment is done by the owner else select Other if someone else is making the bill payment. Enter the Payer Name and Payer Mobile No. In the case of Owner, these details are auto-populated.
Click on the Make Payment button to proceed with the payment. Select the preferred payment method and provide the required payment details. The system displays the payment success acknowledgement message.
Click on the Download or Print button to download or print the payment receipt.
Citizens can view past bill payment details from their portal.
To view past payment details -
Click on the Past Payments option on the W&S home page.
The system displays historic payment details.
Click on the Download Receipt button to download the payment receipt. The Partially Paid status will be displayed if only part of the bill amount is paid.
Learn how to search, download and print your payment receipts
The citizen pays the fees for miscellaneous services through the CEs or FEs. Once the payment transaction is complete the citizen can access the payment receipts online.
Citizens can
Search receipts
Download receipts
Print receipts
Citizens can search for payment receipts and download or print these online. To search for payment receipts navigate to the Collections option in the sidebar main menu.
Enter the relevant search parameter. The system enables you to search using payment Receipt No. or Service Category, or payee Mobile No. Click on the Search button.
The system will display the relevant search results in the panel below. Click on the relevant record to view the payment receipt.
The system will generate a pdf format of the payment receipt. Click on the download icon on the pdf page to download the receipt.
Click on the Print icon on the pdf page to print the receipt.
Click on the Reset button to renew your search with different parameters.
This section illustrates the steps for different employee user roles at the ULB level
DV is responsible for verifying the supporting documents uploaded by the property applicants or the counter employee on behalf of the applicants.
The DV can
Property applications are rejected if the supporting documents uploaded by the applicant fails to comply with the property regulatory requirements or the details provided in the form are incorrect.
To reject applications navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on Reject.
Enter your Comments to state the reason for rejection. Click on the Upload Files button to upload any supporting documents to validate the rejection. Click on the Reject button.
The applicant will receive a rejection notification on his mobile number or email address.
The DV verifies and forwards the property applications to the Field Inspector if the DV finds all information and documents provided by the applicant correct.
To verify and forward the application navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on the Verify and Forward button. Select the relevant Assignee Name from the list of available employees for subsequent processing.
Enter any additional information in the Comments field in context to the application for the assignee’s knowledge. Click on Upload Files to upload any supporting documents for the application. Click on the Verify and Forward button.
The property application is assigned to the selected assignee for subsequent processing.
To edit applications navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on the Edit button. Change any details in the form as required.
FI is responsible for inspecting and verifying the field details of the property in the application.
The FI can
FI sends back the applications to the citizens if some vital information is missing in the application or there is a mistake in the information provided.
To send applications back to the citizen navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on the Send Back to Citizen button. Enter any Comments stating why the application is sent back.
Click on the Upload Files button to upload any files or images in context to the application. Click on the Send Back to Citizen button.
The system displays a success acknowledgement message stating that the application is sent back to the initiator.
The FI can send back the PT application to the DV if there is any mistake or lapses in the document verification process.
To send back applications to the DV navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on the Send Back button.
Select the Assignee Name who will be responsible for verifying the application. Enter any Comments stating why the application is sent back. Click on the Upload Files button to upload any files or images in context. Click on the Send Back button.
The application is assigned back to the selected assignee for verification of documents.
Property tax applications are rejected if the supporting documents uploaded by the applicant fails to comply with the license requirements or the details provided in the form are incorrect.
To reject applications navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on Reject.
Enter your Comments to state the reason for rejection. Click on the Upload Files button to upload any supporting documents to validate the rejection. Click on the Reject button.
The applicant will receive a rejection notification on his mobile number or email address.
The FI verifies and forwards the property applications to the Approver if the information and documents provided by the applicant are correct.
To verify and forward the application navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on the Verify and Forward button. Select the relevant Assignee Name from the list of available employees for subsequent processing.
Enter any additional information in the Comments field in context to the application for the assignee’s knowledge. Click on Upload Files to upload any supporting documents for the application. Click on the Verify and Forward button.
The property application is assigned to the selected assignee for subsequent processing.
The Approver is responsible for the final approval of the PT application.
The Approver can
The Approver can send back the property applications to the FI or DV if there is any mistake or lapses in the document verification process.
To send back applications to the DV or FI navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on the Send Back button.
Select the Assignee Name who will be responsible for verifying the application. Enter any Comments stating why the application is sent back. Click on the Upload Files button to upload any files or images in context. Click on the Send Back button.
The application is assigned back to the selected assignee for verification of application.
Property applications are rejected if the supporting documents uploaded by the applicant fails to comply with the regulatory requirements or the details provided in the form are incorrect.
To reject applications navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on Reject.
Enter your Comments to state the reason for rejection. Click on the Upload Files button to upload any supporting documents to validate the rejection. Click on the Reject button.
The applicant will receive a rejection notification on his mobile number or email address.
The Approver signs off the PT application once the information and documents provided by the applicant are found correct.
To approve the application navigate to the Home page. Search for the application you want to verify by entering any of the search parameters. Click on the Application No. to open the application. Scroll down the form to review the filled in details.
Click on the Take Action button available at the bottom of the page. Click on the Approve button.
Select the relevant Assignee Name from the list of available employees for subsequent processing. Enter any additional information in the Comments field in context to the application for the assignee’s knowledge. Click on Upload Files to upload any supporting documents for the application. Click on the Approve button.
The property application is approved.
The Counter Employee (CE) represents the ULB employee responsible for assisting the citizens with water and sewerage connection related activities. The W&S module provides the CE with the scope to submit applications for new connections on behalf of the citizens or collect payment for the citizen bills at the counter.
The CE can -
The CEs can apply for new water or sewerage connection applications and submit it on behalf of the citizens.
To apply for new connections
Click on the Water & Sewerage menu option in the sidebar or the Water & Sewerage card on the DIGIT home page.
Click on the New Application button available on the top right corner of the page. Follow the steps iterated in the Citizens Apply for new connections section to apply for new connections.
The W&S portal enables CEs and other ULB employees to search for specific applications or connections using different search parameters.
To search for W&S connections
Click on the Water & Sewerage menu option in the sidebar or the Water & Sewerage card on the DIGIT home page. The Search Connections tab on the page displays the various search parameters that filter the search for specific connections. Enter the applicable City. This is a mandatory search filter.
Enter the Property ID, or Owner Mobile No., or Consumer Number, or the Old Consumer Number to filter the view of connections based on the specified parameter. Click on the Search button to view the search results. Click on the Reset button to renew the search using different parameters.
To search for W&S applications
Click on the Water & Sewerage menu option in the sidebar or the Water & Sewerage card on the DIGIT home page. Click on the Search Applications tab.
Enter the Consumer No. or Application Number, or Owner Mobile No., or Application Type to filter the search for applications. The application search can also be filtered by Application Status or defining a specific period in the From Date and To Date fields. The system fetches the applications created between the specified period or after the specified date.
Click on the Search button to view the search results. Click on the Reset button to renew the search using different parameters.
CEs add the meter readings for each connection to generate monthly bills based on the recorded usage.
To add meter readings
Search for the specific connection using relevant search parameters. Click on the Consumer Number link available for listed connections. Click on View Consumption Details available in the Service Details panel.
Click on the Add Meter Reading button on the top right corner of the Consumption Details page.
The Billing Period by default is set to the last reading date and current reading date.
Select the applicable Meter Status. The meter status can be changed to reflect the current working condition of the meter. Meters can be set to Working, Locked, Breakdown, Non-meter, Reset, or Replacement, as applicable.
Enter the Current Reading in the meter reading page. The system displays the Last Reading and the Last Reading Date. Enter the Current Reading Date. The date field auto-populates the current date by default.
The actual Consumption is automatically calculated by the system. The customer is billed on the basis of the actual consumption.
Click on the Save button to save the reading. This will generate the bill or demand for payment that has to be made by the customer.
Once the application for new water or sewerage connection is approved and the citizen has paid the applicable connection charges, the CE is responsible for activating the new connection.
To activate new connections
Search for the applications that are Pending for Connection Activation. Click on the Application No. to open the application.
Click on the Take Action button and click on Edit option to enter connection activation details.
Review the Connection Details and the list of Documents furnished with the application.
Enter the connection details in the Additional Details section of the application.
Enter the Connection Execution Date. The connection will be activated on the specified date. For metered connections, enter the Meter ID, Meter Installation Date, and Initial Meter Reading (KL).
Click on Next Step to the Summary section of the application. Review the application details. Click on the Take Action button and then click on the Activate Connection option.
Enter any Comments for activating the connection. Click on the Activate Connection button.
The connection activation success message is displayed on the screen. A system generates a unique Consumer No. to identify the connection.
CEs can pay W&S bills for the citizens. The CEs can add penalty or rebates to the bill amount depending on the applicable penalty or rebates available for the customers.
To pay bills
Enter the relevant search parameter to filter the view of W&S connections. Click on the Collect button for the specific connection.
The Bill Details panel displays the pending dues details and its breakup.
Click on the Add Rebate/Penalty button to adjust any penalties or rebates applicable for the customer.
Add the Adhoc Penalty Amount or the Adhoc Rebate Amount. Select the Reason For Adhoc Penalty or Reason for Adhoc Rebate from the given drop-down list. Enter any additional information in the Enter Comments section.
Click on the Add button to add the penalty or rebate amount to the total bill amount. Click on the Download Bill button to download the bill. Click on the Pay button.
Select Full Amount or Custom Amount to specify the full or partial payment of the bill. Enter the Amount to Pay if Custom Amount is selected. Click on the applicable payment tab in the Capture Payment panel.
Enter the required payment details and make the payment. Click on the Generate Receipt button to process the payment.
The payment success acknowledgement message is displayed on the screen. Click on the Download or Print button to download or print the payment receipt.
The W&S module enables CEs to make any changes to the existing water or sewerage connection details in a few simple steps. Such changes may reflect any updates in property details or the connection details.
To modify connection details
Search for the specific connection using applicable search parameters. Click on the Consumer Number link to open the connection details page.
Scroll down the page and click on the Take Action button. Click on Modify Connection.
The system does not allow employees to modify connection details in 2 cases
If there are any pending dues for the connection - the owner has to settle the pending dues before making any modifications to the connection details.
If there is already any other modification application pending for approval - the owner can raise another modification request only once the previous application is approved.
The Modify Connection application form contains 4 sections. The Property Details panel displays the existing property details linked to the connection. Click on the Search Property button to replace the existing property details with another property. Select the applicable Property ID. The change request for property details will be forwarded to the Approver for final approval.
Click on the Modify Property button to make any changes to the existing property. This action is integrated with the Property Tax module. So, whatever changes or edits are requested for the listed property will go through the Edit Property workflow for verification and final approval from the Property Tax department.
Click on the Next Step button to move to the Additional Details section.
Change the Connection Details as required on this page. Users can modify the existing Connection Type, Number of Taps, Water Source, Water Sub Source, and applicable Pipe Size details. Change the Activation Details if required. Enter new meter details in the Meter ID and Meter Installation Date fields.
Enter the Modification Effective From date. The requested changes will be reflected from the selected date. Click on the Next Step button to upload supporting documents for the requested changes.
Select the applicable Documents and then click on Upload Files to attach the selected documents with the application.
Click on the Next Step button to move to the Summary page of the application. Scroll down the page to review the modification requests. The existing connection details are available below the requested changes for easy reference.
Click on the Submit button for processing the modification requests. The application is sent to the Approver for final approval.
The Document Verifier (DV) is responsible for verifying the required and supporting documents uploaded by the citizen with the W&S application. The application is forwarded to the Field Inspector for further review once the DV finds the documents uploaded meet the requirements. Else, the application is either sent back to the citizen for refurbishing the documents or rejected.
DV can
DV can edit application details on behalf of the applicants.
To edit applications
The applications Pending for Document Verification is available on the DIGIT home page. Else, search for the application using the search parameters.
Open the application. Click on the View History button available in the Task Status panel on top to view the list of actions taken on the application so far. Click on the View Breakup button to find the fee breakup details in the Fee Estimate panel.
Click on the Add Rebate/Penalty button to add any ad hoc penalty or rebate amount to the total fee payable. Scroll down the application to review the filled in details. Click on the View button for each uploaded document to review details.
Click on the Take Action button and then click on Edit to make required corrections. Review the Connection Details and the list of Documents furnished with the application.
Enter the connection details in the Additional Details section of the application. Select the applicable Connection Type. Enter the Number of Taps, Water Source, Water Sub Source, and Pipe Size details.
Select ULB if the plumber is provided by the ULB. Else, check the Self option. In case the plumber is provided by the ULB enter the Plumber License No., Plumber Name, and Plumber Mobile No. details.
Select the relevant Road Type. Enter the Area (in sq ft) to indicate the length of road cutting required to lay the pipes. Enter the Connection Execution Date. The connection will be activated on the specified date.
Click on Next Step to the Summary section of the application. Review the application details. Complete the changes and click on the Submit button to save the changes.
DV can send the application back to the citizen for any corrections or if any vital document has not been uploaded.
To send the application back to the citizen
Enter the Application No. or any other search parameter to search for the application. Click on the Application No. link to open the application. Scroll down the application page to review the filled in details.
Click on the View File button to open the documents uploaded in the application. Click on the Take Action button at the bottom of the application page once the review is complete. Click on the Send Back to citizen button if the documents do not meet the application requirements or any document is missing.
State the reasons for sending the application back to the citizen in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Send Back button.
The application is placed back in the Citizen queue for required edits.
The DV can reject the application if the documents and information furnished by the citizen do not meet the prescribed guidelines.
To reject the application
Click on the Take Action button at the bottom of the application page once the review is complete. Click on the Reject button if the documents do not meet the application requirements or the information provided in the application is inaccurate.
State the reasons for rejecting the application in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Reject button.
The application is rejected and a notification is sent to the applicant informing the same.
The DV verifies and forwards the application if the documents and information provided in the application are found satisfactory and complete.
To verify and forward the application
Click on the Take Action button at the bottom of the application page once the review is complete. Click on the Verify and Forward button once all documents are verified.
Select the applicable Assignee Name who will carry out the next phase of verification. Provide any additional information for the assignee in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Verify and Forward button.
The application is forwarded to the field inspector for further processing.
The field inspector or FI is responsible for conducting the field inspection of the connection site and premises. The FI prepares the inspection report based on the observations on the defined inspection parameters.
The FI can
To edit applications
The application Pending for Field Inspection is available on the DIGIT home page. Else, search for the application using the search parameters.
Open the application. Click on the View History button available in the Task Status panel on top to view the list of actions taken on the application so far. Click on the View Breakup button to find the fee breakup details in the Fee Estimate panel.
Click on the Add Rebate/Penalty button to add any ad hoc penalty or rebate amount to the total fee payable.
Scroll down the application to review the filled in details. Click on the View button for each uploaded document to review details. Click on the Take Action button and then click on Edit to make required corrections.
Review the Connection Details and the list of Documents furnished with the application.
Enter the connection details in the Additional Details section of the application. Select the applicable Connection Type. Enter the Number of Taps, Water Source, Water Sub Source, and Pipe Size details.
Select ULB if the plumber is provided by the ULB. Else, check the Self option. In case the plumber is provided by the ULB enter the Plumber License No., Plumber Name, and Plumber Mobile No. details.
Select the relevant Road Type. Enter the Area (in sq ft) to indicate the length of road cutting required to lay the pipes. Enter the Connection Execution Date. The connection will be activated on the specified date. For metered connections, enter the Meter ID, Meter Installation Date, and Initial Meter Reading (KL).
Click on Next Step to the Summary section of the application. Review the application details. Complete the changes and click on the Take Action button to proceed with the required action on the application.
FIs can send the application back to the DV for any corrections or if any vital document has not been uploaded.
To send the application back
Enter the Application No. or any other search parameter to search for the application. Click on the Application No. link to open the application. Scroll down the application page to review the filled in details.
Click on the View File button to open the documents uploaded in the application. Click on the Take Action button at the bottom of the application page once the review is complete. Click on the Send Back button if the documents do not meet the application requirements or any document is missing.
State the reasons for sending the application back to the citizen in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Send Back button.
The application is placed back in the DV queue for required edits.
The FI can reject the application if the documents and information furnished by the citizen do not meet the prescribed guidelines.
To reject the application
Click on the Take Action button at the bottom of the application page once the review is complete. Click on the Reject button if the documents do not meet the application requirements or the information provided in the application is inaccurate.
State the reasons for rejecting the application in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Reject button.
The application is rejected and a notification is sent to the applicant informing the same.
The FI verifies and forwards the application if the documents and information provided in the application are found satisfactory and complete.
To verify and forward the application
Click on the Take Action button at the bottom of the application page once the review is complete. Click on the Verify and Forward button once the field inspection is complete and found to be satisfactory.
Select the applicable Assignee Name who will carry out the next phase of verification. Provide any additional information for the assignee in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Verify and Forward button.
The application is forwarded to the W&S Approver for final approval.
The W&S Approver is responsible for approving or rejecting the application for new water or sewerage connections. Once approved the applicant must pay the connection charges to initiate the activation of connection. The counter employee fills in the activation details and activates the connection. Post connection activation the system generates a unique consumer number.
The Approver can
To edit applications
The application Pending for Approval is available on the DIGIT home page. Else, search for the application using the search parameters. Open the application.
Click on the View History button available in the Task Status panel on top to view the list of actions taken on the application so far. Click on the View Breakup button to find the fee breakup details in the Fee Estimate panel. Click on the Add Rebate/Penalty button to add any ad hoc penalty or rebate amount to the total fee payable.
Scroll down the application to review the filled in details. Click on the View button for each uploaded document to review details.
Click on the Take Action button and then click on Edit to make required corrections. Complete the changes and click on the Submit button to save the changes.
The Approver can send the application back to the FI for any corrections or if any vital document has not been uploaded.
To send the application back to the citizen
Enter the Application No. or any other search parameter to search for the application. Click on the Application No. link to open the application. Scroll down the application page to review the filled in details.
Click on the View File button to open the documents uploaded in the application. Click on the Take Action button at the bottom of the application page once the review is complete. Click on the Send Back button if the application does not meet specific requirements or any document is missing.
State the reasons for sending the application back to the FI in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Send Back button.
The application is placed back in the FI queue for the required processing.
The Approver can reject the application if the documents and information furnished by the citizen do not meet the prescribed guidelines.
To reject the application
Click on the Take Action button at the bottom of the application page once the review is complete. Click on the Reject button if the documents do not meet the application requirements or the information provided in the application is inaccurate.
State the reasons for rejecting the application in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Reject button.
The application is rejected and a notification is sent to the applicant informing the same.
The Approver verifies the application and if the documents and information provided in the application are found satisfactory and complete, the connection request is approved.
To approve connections
Click on the Take Action button at the bottom of the application page once the review is complete. Click on the Approve Connection button once the application is reviewed and verified.
Provide any additional information for the applicant in the Comments section. Click on the Upload Files button to upload any supporting documents. Click on the Approve Connection button.
The application for new water or sewerage connection is approved. The applicant is allotted a unique Consumer Number. The application is now routed back to the citizen to make the payment towards connection charges. Once the payment is done the connection is activated.
This section illustrates the steps for different employee user roles at the ULB level
Complaints can also be registered by ULB counter employees on behalf of the citizen.
The CSR or counter employees can perform the following actions on PGR -
To file complaints on behalf of the citizen navigate to the Home page and click on the Complaints card. Else, click on the Complaints menu option in the sidebar. Click on the File Complaint tab on the screen. This will open the complaint form page.
Enter the Citizen Name. and the Citizen Mobile No. Select the relevant Complaint Type and the subtype from the drop-down list of options. Refer to the list of complaint types available in PGR. Enter any additional information in the Complaint Additional Details field. The City field will display the city specified in your profile by default. You can change the city if required. Choose the applicable Locality/Mohalla from the drop-down list. Enter the House No. and Street Name. Enter any Landmark to identify the exact location for the listed complaint.
Click on File Complaint button once you have finished filling in all the details. The system will display the Complaint Registered Successfully message along with the Complaint No.
Click on the Continue button. Your complaint details are available on the dashboard. Click on the complaint to view the complaint details.
Employees can search for specific complaints using the registered mobile number of citizens or by entering the last few digits of the complaint number.
To search complaints navigate to Complaints Home page. Enter Citizen Mobile No. Or, enter the last 6 digits of the Complaint No.
Click on the Search button. The system will retrieve and display the matching records. Click on the Clear Search button to initiate a fresh search.
To reopen the complaints navigate to Complaints > My Complaints menu option in the sidebar. Click on the closed complaint that you want to reopen. Scroll down to the Complaint Timeline section. Click on the Re-Open button on the timeline.
The Re-Open button will be available only for 5 days after the complaint is resolved and closed by the department employee. The number of days can vary depending on the State or ULBs. The citizen or CSR will not be able to reopen complaints once this period is over.
Select the appropriate reason for reopening the complaint. Click on the camera icon to upload any photos related to the complaint. Enter any additional information in the Comments section. Click on the Continue button once done.
The system displays an acknowledgement message stating the complaint is reopened. Click on the Go To Home button to navigate back to the home page.
The Grievance Routing Officer or GRO manages the complaints queue. The role ensures the complaints are routed to the appropriate employees for prompt action.
GROs can
Call citizens
Comment on complaints
Grievances filed by citizens are assigned to specific employees who are responsible for acting on and resolving the complaints.
To assign complaints, navigate to the Home page and click on the Complaints card. Or, navigate to Complaints > Open Complaints. The GRO Complaint page contains two tabs - Unassigned and Assigned complaints.
Click on the Unassigned tab. The list of unassigned complaints is available on the screen. Click on the Complaint you want to assign. This will open the Complaint Summary page.
Click on the Assign button available in the bottom right corner of the screen. This will display the list of employees. Select an employee.
Click on the Assign button.
The complaint is assigned to the selected employee.
Assigned complaints can be re-assigned by the GRO depending on the situation and requirements.
To re-assign complaints navigate to the Home page and click on the Complaints card. Click on the Assigned tab. Click on the complaint you want to re-assign. Click on the Re-Assign button available on the bottom right corner of the screen. Select the employee to whom the complaint should be assigned. Click on the Assign button.
The Complaint is re-assigned to the selected employee.
GROs can share complaints with other department users based on the requirements.
To share complaints click on the complaint you want to share.
Click on the share icon in blue on the top right corner of the screen.
Select the appropriate channel. The system will redirect you to the selected channel interface. Select the person or list of people for sharing. Click on the Send button.
The complaint is shared with the selected recipients.
In certain cases, the GRO might reject registered complaints. This usually happens when the complaint is beyond the operational scope of the department or the complaint is invalid.
To reject complaints navigate to the Home page and click on the Complaints card. Click on the relevant Complaint. This will open the Complaint Summary page. Click on the Reject button available in the bottom right corner of the screen. Select the appropriate Reason to Reject.
Add any additional information in the Comments space. Click on the Submit button. The complaint is rejected.
First Mile Employees or FMEs are responsible for acting on citizen complaints.
FMEs can -
Call citizens
Comment on complaints
FMEs work on the assigned complaints. In some cases, the FMEs may request complaints to be reassigned to some other employee.
To request reassign navigate to the Complaints menu option in the sidebar. Click on Open Complaints. Search for a specific complaint using the Citizen Mobile No. or inputting the last 6 digits of the Complaint No.
Else, click on the relevant complaint from the list of open complaints. Click on the Request Re-Assign button available in the bottom right corner of the screen.
Select a specific reason for requesting a re-assign.
Enter any additional information in the Comments section. Click on the Request Re-Assign button.
Once the complaints are actioned on the FME marks the issue resolved. The complaint is closed subsequently.
To mark the complaint resolved, navigate to the Complaints menu option in the sidebar. Click on Open Complaints. Search for a specific complaint using the Citizen Mobile No. or inputting the last 6 digits of the Complaint No.
Else, click on the relevant complaint from the list of open complaints. **Click on the Mark Resolved** button available in the bottom right corner of the screen.
Click on the camera icon to upload photos as evidence that the issue has been resolved.
Enter any additional information related to the issue resolution in the Comments section. Click on the Mark Resolved button.
The system will display an acknowledgement message. Click on the Go To Home button to navigate back to the home page.
This section illustrates the steps for different employee user roles at the ULB level
The counter employees or field employees collect and process the miscellaneous payments on behalf of the citizens.
The CE or FE role can -
Collect payment
Search payment receipts
Print receipts
Download payment receipts
CE can process and collect payments for miscellaneous services through the DIGIT web portal or the DIGIT mobile app. To process a new payment navigate to the Universal Collections option in the sidebar main menu.
Click on the New Collection button on the screen. This will open a new collection form page.
Enter the Mobile No. and Consumer Name of the payee.
Select the applicable Service Category.
The system will prompt the input of Tax amount, CGST, SGST, Field Fee, or any other details depending on the selected Service Category.
Enter the From Date and To Date to identify the applicable payment period. **Enter any additional information in the Comments** field.
Click on the Next button to move to the payment section. The Payment Collection Details page displays the fee details and capture payment form. The Fee Details panel displays the fee breakup and Total Amount details.
The Capture Payment panel displays the available payment methods. Click on the preferred payment tab. The available payment tabs are Cash, Cheque, Credit/Debit Card.
Enter the Paid By and the Payee Name details.
Enter the Payer Mobile No.
Enter the Cheque No., Cheque Date, IFSC, Bank Name, and Bank Branch details in case of payment by cheque. Enter your credit card or debit card Last 4 digits, Transaction No., and Re-enter Transaction No. details if you have selected the Credit/Debit Card payment option.
Enter the Gen/G8 Receipt No. issued at the payment counter in case payments are made offline. Enter Gen/G8 Receipt Issue Date mentioned on the receipt.
Click on the Generate Receipt button once the payment is collected or processed. The system will display the payment success acknowledgement message.
Click on the Download button to download/view the receipt. Click on the Print button to print the receipt.
To search for payment receipts navigate to the Universal Collections page in the sidebar main menu.
Enter the relevant search parameter. The system enables you to search using payment Receipt No. or Service Category, or payee Mobile No. Click on the Search button.
The system will display the relevant search results in the panel below. Click on the relevant record to view the payment receipt. The system will generate a pdf format of the payment receipt.
Click on the download icon on the pdf page to download the receipt. Click on the print icon on the pdf page to print the receipt.
Click on the Reset button to renew your search with different parameters.
Enter any additional information in the Complaint Additional Details field. Click on the map icon to pinpoint the Complaint Location. The City field will display the city specified in your profile by default. You can change the city if required. Choose the applicable Locality/Mohalla from the drop-down list. Enter the House No. and Street Name. Enter any Landmark to identify the exact location for the listed complaint.
Click on the camera icon to upload any photos for the complaint. Click on the Submit Complaint button once you have finished filling in all the details.
The bell icon on the top right corner of the complaint tab will display any notifications received for the complaint. Click on the bell icon to view the complaint details.
The Application Summary page provides all the information filled in by the applicant. Click on the Edit icon to make any changes to the application.
The Summary page displays the filled in application details. Scroll down the page to check the details. Click on the Edit icon to make any changes to the application. Click on the Submit button once the review is complete.
