2. Government of Maharashtra has introduced Public Right
to Services Act (RTS)
More than 110 services listed by Government of
Maharashtra come under the Right to Services
10 services of MHADA are selected for implementation of
RTS in MHADA
MHADA took the major initiative to make these services
online through a new portal called MITRA
3. The objective of this act is to provideTransparent, time-bound and efficient
services to eligible citizens of Government of Maharashtra
Guarantee of time-bound service to citizens
Penalty and Fine to responsible officer if the service is delayed
Citizen will get an acknowledgement in writing or in electronic form or SMS
specifying
Date,Time, Place
Unique TOKEN Number
Stipulated disposal Time-frame
Citizens who are denied timely delivery of services may approach the appellate
officer
4. Government of Maharashtra is planning to
implement e-Governance system for
effective implementation of Right to Services
Act
MHADA has already developed the e-
Governance system and launching itTODAY!
http://mitra.mhada.gov.in
http://mitrapranali.mhada.gov.in
5. Process Flow
Citizen Makes Application –
ONLINE or @ MITRA Center
(Documents are scanned and uploaded)
Citizen Receives
Acknowledgement
andToken number
Citizen also receives the
acknowledgement via SMS
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7. Process Flow
MITRA person forwards the
application to concerned Officer
Officer Assigns it to the
concerned assistant who
is responsible for work
The assistant checks the
application and attached
documents. Generates Challan
if fee needs to be paid.
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8. Process Flow
IF everything is correct, the
system generates the
Document to be given
Officer Approves the
services request and
the document online.
Citizen receives the document
digitally and also can collect it
at MITRA Center.
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9. Citizen can track the application at any time
byTOKEN Number.
Status: Sent to
Department
for Processing
10. Citizen receives SMS notifications for each
stage of the application processing