HELPDESK FAQs CSC E-Governance Services India Limited 1 I N D E X Chapter Starts Chapter Sl No. Contents at Page Page(s) 1 Frequently Asked Questions (FAQs) - Introduction 4 4 - 5 2 FAQs on CSC 2.0 6 6 - 12 3 Central G2C Services 14 3A Passport Services 15 - 18 3B PAN Application Services 19 - 22 3C Pradhan Mantri Awas Yojana 23 - 24 3D Food Safety & Standard Authority of India (FSSAI) 25 - 26 3E Soil Health Card 27 - 30 3F Swachh Bharat Abhiyan 31 - 32 3G Election Commission Services 33 - 34 4 State Government Services 35 4A E-Stamp Service 36 4B E-District Services 37 - 38 4C PDS Card Printing 39 4D Labour Registration 40 5 Aadhaar Services 41 5A Aadhaar Enrollment 42 - 44 5B Child Enrollment 45 6 Digital Literacy Programme 46 6A PMG DISHA 47 - 56 6B CyberGram Yojana 57 - 58 7 Legal Services 59 7A Legal Literacy Project (LLP) 60 - 61 7B E-Legal Service 62 - 63 7C Tele-Law Services 64 - 67 7D Tele-Entrepreneurship Course 68 - 69 8 Other Educational Services 70 8A NIELIT Courses 71 - 72 8B NIOS Courses 73 - 74 8C Basic Computer Course 75 8D Elnglish Learning Course 76 8E Tally Courses 77 - 79 8F IGNOU Courses 80 - 84 8G Sarkari Pariksha 85 - 86 9 Skill Development 87 9A CAD Course 88 - 90 9B Persons with Disability (PwD) Scheme 91 - 92 9C Self Paid Course 93 - 94 9D Cyber Wellness Course 95 - 96 10 Financial Inclusion Services 97 10A BC Points : Bank Mitr Registration 98 - 99 10B BC Points : PIN PAD 100 10C BC Points Transactions 101 - 102 2 Chapter Starts Chapter Sl No. Contents at Page Page(s) 10D DigiPay - Installation of Service Driver 103 - 14 10E DigiPay - Operational Trouble Shooting 105 - 106 10F DigiPay - Technical Trouble Shooting 107 - 109 10G Insurance Services 110 - 112 10H NPS - Pension Service 113 - 120 10 I FasTag 121-124 10J HDFC FasTag 125 - 126 10K SBI FasTag 127 - 130 11 Healthcare Services 131 11A Tele-Medicine 132 - 134 11B Health Homeo 135 - 137 11C Jan Aushadhi 138 - 140 11D Diagnostice Service 141 - 142 11E Stree Swabhiman 143 - 144 11F E-Pashu Chikitsa 145 - 146 12 Tours & Travels 147 12A IRCTC Ticketing 148 - 150 12B Air Ticketing 151 13 Utility Bill Payment Services 152 13A Bharat Bill Payment System (BBPS) 153 - 155 13B Electricity & Water Bill Payment 156 14 E-Recharge 157 14A E-Recharge 158 15 ANNEXURES 159 Annexure – A 160 - 161 Annexure – B 162 - 163 Annexure – C 164 - 165 Annexure – D 166 - 167 Annexure – E 168 Annexure – F 169 Annexure – G 170 3 CH-1 : Frequently Asked Questions (FAQs) - Introduction CSC E-Governance Services India Limited (CSC SPV) has established the Central Helpdesk at its Headquarters in New Delhi to address the issues and complaints of Village Level Entrepreneurs (VLEs). CSC 2.0 envisages setting up of a Local level Help Desk in each State for providing Handholding of the VLEs. As per the project outlay, the Local Helpdesk at State level may be set up with a maximum of 4 (four) Helpdesk Executives. As per this mandate of CSC 2.0 Project, CSC E-Governance Services India Limited is in the process of establishing local level Helpdesk in every State and so far it has established Local Level Helpdesk in 20 States, which are manned by 63 Helpdesk Executives. Village Level Entrepreneurs (VLEs) can contact the Central Helpdesk over the Toll free Helpdesk No. 180030003468. The working hours of Central Helpdesk : 10 am - 1pm & 2pm – 6 pm. The VLEs can register their complaints at helpdesk.csc.gov.in. VLEs may contact the State level local helpdesk on State specific number. As the system requires and the essentiality of Helpdesk underlines, the following system is put in place for resolution of calls raised by the VLEs – VLE can call Helpdesk Toll Free number to register their complaint. VLE can call Toll Free No. for any query. Executive can resolve his issue on call or can raise ticket on behalf of VLE. VLE can raise call ticket through CSC National Portal i.e. Digital Seva Portal. On the basis of calls on toll free number, the Helpdesk Executive also can raise call ticket on CSC National Portal on behalf of the VLE. Helpdesk Executive to provide resolution to the VLEs on the basis of fact files. Some time executive resolve issues then and there or will resolve issues after taking correct reply from the concerned department such as Tech team or recon etc. Assignments of tickets to Verticles for resolution. This feature is not available, but executive can transfer tickets to concerned department if raised in incorrect department. Only admin or Vertical head can assign tickets to particular person. Closing of Calls – Call can be closed by the executive but ticket can be replied & closed by the concerned department only. 4 Fact Files/FAQs play an important role in the call resolution process. The Helpdesk Executive can provide resolution to a good section of calls from the Fact Files or FAQs. They contain the past resolution mode as well as answers to the commonly asked questions in some context, and pertaining to a particular topic. As the local level Helpdesk at the State level is being established at every State Headquarters, avenues of registering calls and grievances are expanding, resulting in increased number of calls and call tickets. Therefore, there is an essentiality of enhancing the skills of the Helpdesk Executives for efficient resolution of the call tickets to the maximum satisfaction of the VLEs. One way of enhancing the skills of the Helpdesk Executive is to provide them a useful exhaustive list of FAQs pertaining to all the services that are offered to the citizens through the CSCs on Digital Seva Portal. Keeping this objective in view, this compendium of Frequently Asked Questions (FAQs) regarding various services is prepared, which we believe, would come very useful to the Helpdesk Executives. The Service/Field-wise FAQs are detailed in the following Sections. 5 CH-2 : FAQs for CSC 2.0 Q1. What is CSC 2.0 ? CSC 2.0 is an extension of the original CSC Scheme. The CSC 2.0 is approved in August 2015. The Project aims to establish self sustaining network of 2.5 lakh CSC centres at Gram Panchayat (GP) level under Digital India - Pillar 3-Public Internet Access Programme – National Rural Internet Mission and deliver various citizen centric services. The model of CSC 2.0 is envisaged as transaction based and service delivery based model, delivering a large bouquet of e-services through a single delivery technological platform, which would increase the sustainability of the CSCs across the country. This new Project would also include strengthening and integrating the existing one lakh CSCs already operational under the initial CSC Scheme. Q2. What are the eligibility criteria to become a VLE ? The Applicant should be a local resident Age of the Applicant should be minimum 18 years The Applicant should preferably have passed the 10th level examination from a recognized Board The Applicant should be fluent in reading and writing the local dialect and should also have basic level knowledge of English language Prior knowledge in basic computer skills would be an advantage The Applicant should be motivated enough to be prime driver of social change and disperse his/her duties with utmost dedication The Applicant should be financially capable of investing for infrastructure requirement of CSC. Q3. How to register for CSC ID ? To register for CSC ID, the Applicant should follow the following steps : a) Visit the URL http://register.csc.gov.in. b) Click on “Apply” button displaying on the homepage. c) Enter you Aadhaar number, name, select the authentication type and further add the Captcha Text. Click on “Submit” button”. d) After authentication, please fill the details under the tabs, Personal, Residential, Kiosk, Banking, Document and Infrastructure. Read all the terms and conditions given on the “Certifications” tab. e) Review your details and click on “Submit” button to register yourself and an application ID will be generated. 6 f) You will receive an acknowledgement email regarding successful completion of your application on your email address provided during the registration process. Q4. What are the documents/proofs required at the time of registration for CSC ID ? The following documents are required to be uploaded at the time of registration – Photograph of Applicant Copy of highest educational certificate of the Applicant Proof of Identity of the Applicant Proof of Address of the Applicant One leaf of cancelled cheque Copy of PAN Card Copy of Aadhaar Number Photographs of CSC (inside and outside) Q5. What is an Application number ? a) The application number is a unique number that is generated after successful registration. You can track your application status by this unique number. Q6. How can I check the status of my application after completing the registration ? a) Visit the URL http://register.csc.gov.in. b) Click on “Applications” menu and select “Application Status” option. c) Enter your application id and Captcha Text. Click on “Submit” button. You will get the update on status of your application. Q7. How I will get the DigiMail credentials ? a) After successful creation of your CSC id a web link will be sent to your registered email ID with “DigiMail” login credentials. b) Click on the link and you will be directed to “DigiMail “Portal. Q8. How I should get the credentials for Login into “Digital Seva Portal ? a) The same will be sent to VLE’s DigiMail with Wallet Pin. Q9. When would I be able to provide CSC services after acceptance of my application? a) Once the Application is accepted and quality check is done, a web link will be sent to your registered email ID with “DigiMail” login credentials.