Contents
Declaration Acknowledgment Abstract
Table of Contents List of Figures List of Tables Abbreviations
1. Introduction 1
2. Aim of the Research 1
3. Expected Outcomes 1
4. Research Methodology 1
5. Background Study 2
5.1 . About eGov and DIGIT 2
5.2 . eGov Maturity Framework 2
5.3 . Assessment Reports 3
5.4 . Platforms Implemented using DIGIT 4
6. Introduction of DIGIT in Andhra Pradesh 4
7. Implementation Plan 4
7.1 . First Phase 4
7.2 . Second Phase 5
7.3 . Third Phase 6
8. Post-Government Changes 7
9. Current Scenario 7
10. Scope and Limitations 8
11. City Profile 9
11.1 . Administrative Setup 9

11.2 . About the City 9
11.3 . City Demographics 10
11.4 . ULB Organization Structure 11
11.5 . Research for the Field Survey 11
12. Field Survey Analysis and Observations 12
12.1 . Survey Overview 12
12.2 . PGRS Implementation Timeline in Guntur 13
12.3 . About Ward Secretariats 14
12.4 . Active PGR Channels on Ground 15
12.5 . All Applications used on Ground 16
12.6 . All Applications used at Ward Secretariats 17
12.7 . PGR Applications used at Ward Secretariats 17
12.8 . DIGIT PGR Module 18
12.9 . DIGIT Module Usage 19
12.10 . Timeline of Grievances Received from 2017-22 20
13. Major Findings 21
13.1 . Gap Areas 21
13.2 . Suggestions from the Citizens and Employees 22
13.3 . Positive Outcomes 23
References 24
Annexure 25
Annexure 1: Survey Questionnaires 25
Annexure 2: Field Observations 31
Annexure 3: Field Photographs 33