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Overview

Decision making in public services relies on official letters. However, manual dispatch and tracking processes cause delays, inefficiencies, and lack of transparency. e-Dispatch, a web-based communication management system, revolutionized official government communications by digitizing dispatch, improving traceability, and enabling real-time access to critical documents.

Challenges

Government communication relied heavily on physical letters for decision-making, leading to significant operational bottlenecks:

Lengthy delivery timelines

Official letters took 5 to 30 days to reach recipients, delaying critical actions.

High dependency on manual processes

Multiple stakeholders were involved in dispatch and diary management, slowing down efficiency.

Risk of lost or misplaced documents

Lack of a robust tracking system caused frequent document misplacement.

Limited transparency

Citizens lacked a structured mechanism to access.

Manual record-keeping inefficiencies

Retrieving information from paper-based archives was time-consuming and resource-intensive.

Solution: e-Dispatch– A centralized, automated communication management platform

CSM Tech developed e-Dispatch, a digital solution that streamlined communication management, reducing delays and improving traceability while maintaining compliance with existing government protocols.

Solution Image

Key Features

  • 01. Digital Letter Dispatch & Tracking – Automates letter issuance, assigning a unique tracking number for easy monitoring.
  • 02. Secure Document Uploads – Scanned, ink-signed documents can be uploaded as PDFs with supporting enclosures.
  • 03. Automated Notifications – Real-time alerts via SMS and email ensure timely receipt and action.
  • 04. Citizen Access Portal – Enables selective public access to official communications under RTI compliance.
  • 05. Integrated File Management System (FMS) – Enhances workflow automation, improving efficiency in correspondence processing.
  • 06. Mobile & Offline Access – Enables officials to manage communications on the go, even in low-connectivity regions.

Unique Value Propositions

Optimized Decision-Making

Accelerated policy execution by reducing letter transit time from 30 days to seconds with instant digital access.

Enhanced Transparency & Compliance

Enabled real-time tracking and secure access to official communications, eliminating document loss and unauthorized handling.

Operational Efficiency & Cost Reduction

Streamlined workflows and digital records reduced manual workload, physical storage needs, and associated costs.

Scalability Across Government Ecosystems

Proven success across 41 departments and multiple state governments, showcasing ease of replication and adaptability.

Benefits and Business Value

  • Faster Decision-Making – Reduced communication delays from 30 days to seconds for quicker policy execution.
  • Improved Efficiency – Automated dispatch and tracking streamlined internal workflows.
  • Enhanced Transparency – Real-time tracking and public access improved accountability.
  • Cost Reduction – Eliminated manual paperwork and storage, lowering operational costs.
  • Scalable Deployment – Successfully implemented across multiple offices with high volumes of users.
  • Citizen Engagement – Over 34 million document views enabled trust and RTI compliance.
Impact

Impact

  • 5891 offices implemented the system
  • 8,405 government users onboarded
  • 16.5 million letters dispatched digitally
  • 73.2 million letters received and processed
  • 34.2 million citizen letter views
  • 70,000 daily transactions, ensuring seamless operations
  • Significant cost savings by eliminating manual processes

Conclusion

Since its deployment in the departments of the client state government, e-Dispatch has handled over 16.5 million dispatched letters and 73.2 million received letters. With 70,000 daily transactions and 10GB of daily uploads, it has set a benchmark for digital governance, accelerating decision-making and improving service delivery.

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