Long drawn out queues, weary citizens forced to shuttle from one department to another for information and services, complex and time consuming processes totally queer to the uninitiated, inordinate delays in services for the ordinary man, special offerings and fast clearances for the privileged. This is by and large the level of public services in most government departments. Add to this poor book keeping, sizeable arrears in updating registers, poor accountability and transparency within the system, we have the service delivery mechanism in most Local Self Government Institutions (LSGIs). No wonder why such systems also lead to extensive nepotism and corruption. Improving service delivery is therefore one of the, most critical areas of intervention in LSGIs and establishing ' Janasevanakendrams' is the first step towards this. The 'Janasevanakendram' is a modern computerised front office designed for local self government institutions by the Information Kerala Mission (IKM) for improved service delivery. It is now common knowledge that excellent customer service works only with competent, empowered and willing employees , working in the right motivational environment, and supported by sound business processes and enabling technology. The objective is to replace the unimpressive and state enquiry counters along with the traditional 'silo mentality' ingrained in public services, with an inspiring and integrated single window customer friendly computerised service counter, positioned in a promising pleasant ambience. IKM Janasevanakendrams now run in all the five Municipal Corporations, 52 Municipalities, Vellanad Grama Panchayat and Thalikkulam Grama Panchayat in the state. In some of these locations they had been running uninterrupted for nearly more than two and half years. A unique brand identity encompassing the interior design, furnishing and equipment layout has emerged.
