2018090510

HELPDESK FAQs
CSC E-Governance Services India Limited
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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
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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
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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.
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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.
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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.
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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. In Digimail, VLE will get the
CSC ID and Password alongwith e-Wallet PIN.
b) The VLE is required to top up the e-wallet with a minimum amount of Rs 1,000/-. The
credentials of e-Wallet are provided alongwith the credentials of Digimail.
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c) Once the E-Wallet is activated with minimum top up amount, the VLE can start
making transactions on Digital Seva Portal.
d) There are certain services for which the VLE is required to register separately such as
DigiPay (banking services through Aadhaar Enabled Payment System), IRCTC
ticketing.
e) There are certain services for which the VLE is required to clear the Test such as
Insurance Product Sales. To sell insurance products, VLE has to clear RAP (Rural
Authorised Person) Test and get the licence from IRDA. However, any VLE can collect
renewal insurance premium.
f) A VLE cannot make banking transactions as BCA unless bank allots KO code in favour
of the CSC.
g) Each registered entrepreneur has to pass the Tele-Entrepreneurs Course available on

CSC Academy Portal.
Q10. How can I provide the services available on “Digital Seva Portal” ?
a) Visit the URL https://digitalseva.csc.gov.in
b) Click on “Login” menu and give your user name and password which were sent to
your “DigiMail” account.
c) You will find following menu :
1. DASHBOARD: All the new announcements with new services are displayed in the
Dashboard menu.
2. SERVICES : All the services available on Digital Seva Portal is shown in the “Services”
Menu. You can click on a particular service to get the transaction done.
3. WALLET : Summary, Add Money, Balance Transfer, Revoke Balance and Recharge
History are available in Wallet Menu.
4. PASSBOOK : Wallet Ledger, Refund, Cash Back, Operator Ledger, Fund Transfer and
Fund Revoke are available in Passbook menu.
5. ORDERS: Order History is available in order Menu.
6. ACCOUNT : VLEs profile is available in account menu where he can update his profile
including Bank account details.
7. SUPORT: VLE can create a ticket for getting support/queries/assistance for his
transactions. VLE can also see the status of his open/pending tickets.
Q11. How can I add money/ recharge/ Top up my Wallet ?

a) After Login into the https://digitalseva.csc.gov.in
b) You can add money to your wallet by various modes like: Digipay, Payment Gateway
and NEFT.
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Q12. How to reset DigiMail password ?
a) Visit the URL https://register.csc.gov.in/myaccount.
b) In “My account” section you can create a request to reset the same.
Q13. How Can I change my “Digital Seva Password ?

After Login into the https://digitalseva.csc.gov.in in account section, VLE may kindly use the
following steps :
(i) Enter your old password.
(ii) Enter the new password.
(iii) Confirm the new password.
(iv) Click on Update button to change your password.
Note : Characteristics of strong password
1. Should contain at least three of the five following character classes
2. Lower case characters
3. Upper case characters
4. Numbers
5. Punctuation
6. Special characters (e.g. @#$%^&*()_+|~-=\`{}[]:";`<>/ etc) except ( $ > < ` " ).
7. Contain at least 8 alphanumeric mixed with special characters and should not exceed
15 characters.
Q14. How Can I change my “Wallet PIN ?

(i) Enter your current Wallet Pin
(ii) Enter the new wallet pin.
(iii) Confirm the wallet pin
(iv) Click on Submit button to change the Wallet Pin.
Wallet Pin Criteria :

(i) It is a 6 digit numeric only.
(ii) Must be non sequential e.g. 123456 is NOT allowed, must be random e.g. 730287
(iii) Same numbers cannot be repeated consecutively e.g. 111111, 222222, 333333
(iv) Pin must be changed at least once in 30 Days.
(v) Pin should never be written down or stored on-line without encryption.
(vi) Do not reveal your PIN in email, chat, or any other electronic communication.
Q15. When a CSC ID can be deactivated/blocked/deleted from the system ?

A CSC ID can be blocked/deactivated/deleted in the following cases –
 E-Wallet not created by the VLE within 3 months of ID creation
 No transactions made by the VLE within 3 months of creation of E-Wallet
 VLE overcharged the citizens for providing any e-Governance Services
 VLE used the CSC ID for any fraudulent activity.
 Not passed the Tele-Entrepreneurship Course.
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Q16. What is the procedure for closing or surrendering of a CSC ID ?
(a) The VLE may send a mail to the Head of Operations, CSC 2.0 informing that he/she is
surrendering his/her CSC ID and requesting him to close his/her ID.
(b) The VLE should give specific reason for surrender.
(c) The request will be sent to the State Head for State Team’s comments.
(d) On receipt of necessary comments from the State Team, appropriate decision is taken.
Q17. What is the procedure of getting Wallet balance refunded after closing CSC ID ?
After the CSC ID is closed, e-Wallet balance available at the time of closing of CSC ID would
be transferred to the bank account which was registered with CSC SPV at the time of
registration for CSC ID.
Q18. Which is the implementing agency for CSC 2.0 ?

CSC e-Governance Services India Ltd (CSC SPV) is the overall implementing Agency of CSC
2.0 as appointed by the Department of Electronics & Information Technology (DeitY)
currently known as the Ministry of Electronics & Information Technology(MeitY).
Q19. What is the Project Duration ?

4 Years, starting from December, 2015.
Q20. How many CSC will by established in India ?

At least one CSC in each Gram Panchayat across the Country.
Q21. What are the infrastructure requirement for setting up of a CSC ?

 100 – 150 sq ft Space
 3 – 4 PCs with - licensed Windows 7 or XP-SP2 or above Operating System, at
least 500 GB Hard Disc drive, at least 4 GB RAM, Cd/DVD drive
 Minimum 1 Printer (Deskjet/Laser) and Scanner
 Digital / Web Camera
 Genset/Inverter/Solar Panel for Power Back-up
 Broadband Connectivity/Wireless Data Card
 Furniture
 Skilled Rural Entrepreneur
 Biometric/IRIS Authentication scanner for banking/Aadhaar services
Q22. What is the procedure of selection of VLEs ?

The interested entrepreneurs may apply online for registration of CSC. If all the parameters
are satisfied, CSC ID will be created in favour of the applicant. Besides, selection of VLEs and
CSC location may also be undertaken by the State/UT Administration and DeGS, supported
by CSC SPV suitably. In this case also, the selected persons are to apply on-line for obtaining
CSC ID and Password.
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Q23. What will be the location of CSC ?
 CSCs may be located within the Gram Panchayat Office complex or Point of
termination (PoT) for the National Optic Fibre Network (NOFN) or other
appropriate public building in Rural/ Urban/ Semi Urban areas.
 In case, it is not possible to locate the CSC within one of these institutions, the
CSC may be set up under the guidance of DeGS near by the Gram Panchayat
Office, preferably in a government building or any other place (private/public
building) having good footfall and where NOFN horizontal connectivity will be
made available.
Q24. Is setting up of more than one CSC at a single location allowed ?

As per implementation Guidelines of CSC 2.0, CSC would be a transaction and service
delivery based ICT based outlet. The sustenance of any CSC will be decided by the market
driven force. Therefore, there is no bar in setting up of more than one CSC in any location.
Q25. Is setting up of more than one CSC in one Gram Panchayat allowed ?
As per implementation Guidelines of CSC 2.0, there should be at least one CSC in each Gram
Panchayat. There is no upper limit. Therefore, setting up of more than one CSC in a Gram
Panchayat is allowed under CSC 2.0.
Q26. Is there any Monetary Support from Government to CSCs ?

The CSC 2.0 is a complete entrepreneurship model, with State/UT Administration leading to
enablement of the factors that would lead to self sustenance of the CSC outlets. So, there is
no monetary support to CSC.
Q27. Is there any manpower support from the Government to implement the CSC
2.0 ?
Yes, there is provision for manpower support at the State and District level to implement the
CSC Project as well as handholding the VLEs. There will be 2 district level resources in each
District, while there will be State level resource as per the following scale –
1. States having upto 20 Districts : 1 State level resource per State

2. States having more than 20 Districts, : 2 Resources per State
but upto 60 Districts
3. States having more than 60 Districts : 3 State level resources
Q28. Is there any provision for Capacity Building of the VLEs under CSC 2.0 ?
Yes, there is provision for conducting entrepreneurship development Programme for the
VLEs of rural areas at Government’s cost at least once in the lifetime of the Project. CSC SPV
has already prepared Training Contents and Training Module for conducting such
Programme.
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Q29. Is there any provision for Branding of CSCs under CSC 2.0 Project ?
Yes, there is provision for fixing Glow Sign Board displaying Common Branding of the CSCs at
the Gram Panchayat level at the rate of one CSC in each Gram Panchayat at Government’s cost.
Q30. Who are the key stakeholders in CSC 2.0 ?

I. National Level
 Department of Electronics and Information Technology (DeitY)
 CSC e-Governance Service India Ltd - CSC-SPV
 National Level Resources (NLR)
II. State Level
 State-UT Administration/ State Nodal Department
 State Level Resources (SLR)
III. District Level
 District Administration/District e-Governance Society (DeGS)
 Village Level Entrepreneur
Q31. What is the revenue sharing with the VLEs ?

CSC 2.0 recommends that revenue sharing with the VLEs is at least 80% of the income from
the commission on the transactions and balance 20% shall be apportioned to other
stakeholders, leading to sustainability of VLEs. This may, however, vary in specific services
keeping in view the requirement of service provider.
Helpdesk Executive(s) may kindly contact the below mentioned officials for
assistance in case of any difficulty –
Sl No. Name Designation Mobile No. E-Mail ID

1. Shri Navin Patwardhan General Manager 9792002905 navin.patwardhan@csc.gov.in
2. Shri Vineet Kapoor Manager 9839131660 vineet.kapoor@csc.gov.in
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FAQ ON SERVICES OFFERED THROUGH THE CSCs
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CHAPTER - 3
Central G2C Services
14
CH-3A : Passport Applications
General FAQ
Q1. What types of passports are issued in India?

Following three types of passports are issued in India :
1. Ordinary Passport : An ordinary passport has blue cover, and consists of 36 or 60

pages. It is valid for 10 years from the date of issue and can be renewed for another 10
years. An Indian citizen can use this passport for ordinary vacation or business travel.
2. Diplomatic Passport : Has maroon cover ; Issued to designated members of the national
government, judiciary , statutory authorities, diplomats, official public couriers and any
other person specifically authorised by the Government.
3. Official Passport: Has grey cover ; Issued to designated Non-gazetted Government

servants or any other person specifically authorised by the Government deputed
abroad on government business.
Q2. What is the definition of minor for issue of passport ?

Applicants less than 18 years of age are considered as minor for issuance of passport.
Q3. My passport is getting expired shortly. When can I apply for reissue of the
passport ?
If you are a student, you can get your passport reissued within two years of Expiry of your
existing passport (as per the 'Date of Expiry' printed on the passport) by specifying the
reason for reissue as 'Validity Expired within 3 Years/Due to Expire'. Other applicants can
apply for reissue of passport within one year of expiry of existing passport by specifying the
reason for reissue stated above.
Q4. Is Identity Certificate mandatory for Government/Public Sector/Statutory

body employees?
For issuance of a fresh passport, Government/Public Sector/Statutory body employees
need to submit either Identity Certificate in original as per Annexure "A" or No Objection
Certificate (NOC) as per Annexure "G" or Prior Intimation Letter (PI) as per Annexure "H" as
an additional document along with the application form. If he/she submits Annexure "A",
passport will be issued without police verification and if he/she submits Annexure "G",
passport will be issued on post police verification basis and if he/she submits Annexure "H",
passport will be issued on pre police verification basis. For re-issue of passport,
Government/Public Sector/Statutory body employees need to submit No Objection
Certificate (NOC) as per Annexure "G" or Prior Intimation Letter (PI) as per Annexure "H" as
an additional document along with the application form.
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Q5. What benefits do government employees and retired government employees
get for issuance of passport ?
Government Employees : Government/Public Sector/Statutory body employees can be
issued passport without police verification, if they submit Identity Certificate in original as
per Annexure "A" as an additional document along with the application form. They can be
issued a passport on post police verification basis, if they submit No Objection Certificate
(NOC) (as per Annexure "G") and on pre police verification basis if they submit Prior
Intimation Letter (PI) as per Annexure "H" as an additional document along with the
Application Form.
Retired Government Employees : Retired Government employees can be issued a
passport on post police verification basis if they submit Pension Payment Order as an
additional document along with the application form.
Q6. What is the procedure to apply for duplicate passport in case of lost or
damaged passport ?
To apply for duplicate passport in case of lost or damaged passport, you have to fill the
Passport Application form and apply for "Re-issue" of passport.
Q7. There is a mistake in the spelling of my name in the passport. What can I do ?
If you find any mistake/error in the particulars printed in the passport booklet as per the
application form submitted, please return the passport for necessary rectification. Any
additional fees required to be paid would depend solely on merit of the case as decided by
the Assistant Passport Officer / Passport Issuing Authority. If there is a misrepresentation
of facts, then penalty could also be imposed. However, applicants are requested to apply
online with the view to ensure that the passports are delivered without any typographical
errors since applicants have themselves fed the data.
Q8. What is the process to change the date/place of birth in the passport ?
To change the date/place of birth in the passport, you have to apply for a "Re-issue" of
passport and get the specified change done in the personal particulars. To check the
complete list of documents to be submitted along with the application form, please click
on "Documents required" link on Home page.
Q9. What are the various locations where I can submit my application for
obtaining a passport?
You can submit Passport Application Form Online.
Q10. What are the various channels through which I can apply for Police
Clearance Certificate (PCC) ?
For Police Clearance Certificate (PCC) you need to fill the PCC Form online via e-Form
Submission (preferred) or via Online Form Submission for submitting your PCC application
online.
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Q11. Is it necessary to paste the photograph in the printed copy of online filled
Diplomatic/Official Passport Application Form? If yes, what should be the
specifications of the photograph?
Yes, all applicants need to carry two coloured photographs (size 4.5 x 3.5 cm) with white
background. Applicants should affix photographs on the printed copy of the online filled
Application Form.
First photograph needs to be affixed on the first page of the Application Form without any
signature/stamp.
Second photograph needs to be affixed on the third page of the application form, and then
stamped across with office stamp and signature of the Head of Office.
Q12. Do I need to provide original documents or will certified copies or extract

be enough?
Applicants are required to attach self -attested photocopies of all the required documents
with the application form. Original documents must be produced at the counter; which will
be returned after verification.
Q13. Is it mandatory to submit Birth Certificate for applicants who are born on
or after 26.01.1989?
No, you can submit the one of the following documents –
 Birth Certificate issued by the Registrar of Births and Deaths or the Municipal
Corporation or any other prescribed authority, whosoever has been empowered under
the Registration of Birth and Deaths Act, 1969 to register the birth of a child born in India.
 Transfer/School leaving/Matriculation Certificate issued by the school last

attended/recognised educational board having the date of birth of the applicant.
 PAN Card issued by the Income Tax Department having the date of birth of the
applicant.
 Aadhaar Card/E-Aadhaar having the date of birth of the applicant
 Copy of an extract of the service record of the applicant (only in respect of Government
servants) or the Pay Pension Order (in respect of retired Government Servants), duly
attested/certified by the officer/in-charge of the Administration of the concerned
Ministry/Department of the applicant, having his date of birth.
 Driving licence issued by the Transport Department of the concerned State
Government, having the date of birth of the applicant.
 Election Photo Identity Card issued by the Election Commission of India containing the
date of birth of the applicant.
 Policy Bond issued by Public Life Insurance Corporations/Companies containing the

date of birth of the holder of the insurance policy.
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Q14. Can online appointment be re-scheduled?
Yes, it can be re-scheduled thrice in a year.
Q15. How do I apply for a passport in the new system through CSC ?
You have to just login Digital Seva Portal and go through the government services and
choose Passport Service and for issue of fresh passport and re-issue of passport, you need
to fill the application form online via e-Form Submission (preferred) or via Online Form
Submission. For Police Clearance Certificate (PCC) also, you need to fill the Police Clearance
Certificate (PCC) Application Form online via e-Form Submission (preferred) or via Online
Form Submission.
Q16. How can I fill Passport on line form through CSC?

Select RPO, select type of passport such as normal, tatkal , fresh or reissue etc. Fill on line,
pay Rs.100/- through CSC wallet, then click on pay and schedule appointment, make
passport fees through net banking/Debit/credit card and schedule on line appointment as
per time slot given for your state or area. Handover appointment slip to customer and ask him
to visit PSK or passport office along with all original documents on specified date and time.
Q17. What can I do if Authorization Fail ?

Clear browsing history, re-start system, connect CSC connect, go to passport link. IP
mapping of both systems required in passport service. If still not working, use other net
connection then try.
Q18. What is the Fee structure for passport service through CSC ?
Rs.100/- will through CSC wallet and actual passport fees will be paid through SBI NET
BANING, debit or credit card
Q19. What is the validity of Fee ?

Payment will remain valid for one year from the date the payment has been made. If you
have booked appointment, then the validity of fee will be one year from first appointment date.
Q20. How can I get Refund My payment?

Payment once made for availing passport Service will not be refunded, If the payment is
successfully done, Please do not Pay again.

1. Smt Sefali Bharti Executive 8285752332 Sefali.bharti@csc.gov.in
18
CH-3B : PAN Card
Q1. How do apply for Pan?

One can apply for PAN by filling up Application for Allotment of Permanent Account
Number (PAN application form). The forms are –
1. Form 49A (for Indian Citizens)

2. Form 49AA (for Foreign Citizens)
Kindly login Digital Seva portal and select PAN Card service under Government Services.
PAN card service is open for all VLEs.
Q2. Can I make an application in plain paper ?

No. Application for PAN can be made only be done using the prescribed formats notified by
Central Board of Direct Taxes. The notified forms are as under –
1. Form 49A (for Indian Citizen)

2. Form 49AA (for Foreign Citizen).
Q3. What will I receive on submission of the PAN Application Form to a CSC
Portal ?
You will receive an acknowledgment with a unique 15-digit acknowledgment number on
submission of the PAN application form.
Q4. How do I fill pan application form ?

You should fill the application form legibly in English capital letters and preferably with
black ink. Read all the instructions before filling up PAN application form.
Q5. What document should I submit along with the application form ?
You have to submit the following documents with the application form :
Proof of identity (POI)

Proof of address (POA)
Proof of date of birth (PODB) (applicable only for Individual & HUF status of applicant)
The documents for POI and POA depend on the citizenship and the status of the applicant.
Q6. What is the procedure for applicant who cannot sign ?

In such cases, Left Hand Thumb Impression (preferably in black ink) of the applicant should
be taken on PAN application form at the place meant for signature. This should be attested
by a Magistrate or a Notary Public or a Gazetted Officer, under official seal and stamp.
19
A. PAN Application Through UTIITSL
Q 1. How to use PAN Service ?

GO to the Government services, select UTIITSL option and fill online form.
Q2. How to fill form off line or on line ?

It will be filled online, then take print out, paste photograph, get it signed from applicant.
Q3. How can I upload document in UTIITSL portal ?

You have to scan the photo with 300 DPI in JPG format and pixel must be in 213x2013 and
PAN Application for front Page and Back side. And supporting document - ID Proof, Address
Proof and Date of Birth Proof as provided by the applicant to be scanned in 200 DPI colour-
PDF format Size : Maximum up to 2MB and convert it to PDF/A using www.docupub.com
and Signature should be with black ink, scanning of signature in 600 dpi Size: less than 60
kb black and white.
Q3A. How to make PDF of 5 pages ?

Use www.docupub.com website to merge in single PDF.
Q3B. How to set pixel 213x213 & size of File ?

Use software “www.docupub.com”
Q4. Is it mandatory to send the hard copies of the applicant ?

First upload all documents, pay pan card fees i.e. 110/- and forward all documents at
address given : CONTACT US. Always keep soft copy of all documents in records
Q5. How to track status of ARN ?

Click on Track Status, fill ARN, if ARN is under objection, remove objection and Upload
documents related with objection marked by UTIITSL.
http://www.trackpan.utiitsl.com/PANONLINE/#forward
Q6. Does objection related documents needs to be sent to UTIITSL ?

No.
Q7. Can VLE apply for duplicate PAN card form Digital Seva portal ?
Yes, option is given, he has to fill on line application and follow same procedure.
Q8. Where to fill the name if applicant do not have middle or last name ?
He has to fill name in last/surname field.
Q9. If applicant is minor, what will be the procedure ?

Fill on line form, affix photograph of minor, it will be signed by his parents, DOB of minor is
required, all other document required of his parents.
20
If still there is some issue so you go through with this Youtube link -
https://youtu.be/xC9vT7Cv_WQ
In case of any issue you may contact UTI at utiitsl.gsd@utiitsl.com or csc.panindia1@gmail.com
1800220306
B. PAN Application Through NSDL
Q1. How to apply for NSDL pan card ?

Go to NSDL - PAN Card Service->> PAN Application->> New PAN for Indian Citizens (Form
49A) and fill form.
Q2. In case of any correction or lost Pan card ?

Changes or Correction in PAN details and Reprint of PAN card respectively under PAN
APPLICATION LINK.
Q3. From where i have to get AO code ?

Kindly check on “For Non International Taxation AO details, click here” then choose your
district/city name’s first letter then select name of your location then select radio button
related to your area and click on submit.
Q4. How to upload documents ?

Go to NSDL - PAN Card Service->> PAN Application->>Upload of scanned documents.
You have to remember following points -
 Resolution - 200DPI(Dot Per Inch)
 Type of scanning – Color
 File Format – PDF (Original scanning must in PDF not in converted form JPEG or
other format to PDF)
 File name should be as acknowledgement number
 Maximum allowable limit for PDF is 400KB per page. For eg. If PDF is having 5 pages,
then size of PDF should not exceed more than 5 X 400 = 2000KB.
Getting Error :
a. Kindly upload file with application acknowledgment: Kindly rename PDF file as
ack number, then upload the same.
b. If objection marked by NSDL then you should mail clarification to tininfo@nsdl.co.in
(Objection may be name mismatched in documents and ack form, DoB
mismatched in ack form and documents)
Q5. Where to fill the name if applicant do not have middle or last name ?
He has to fill name in last/surname field.
Q6. If applicant is minor, what will be the procedure ?

Fill on line form, affix photograph of minor, it will be signed by his parents, DOB of minor is
required, all other document required of his parents.
21
Q7. Can Aadhaar be used as PI/PO/POB ?
Documents required- If Aadhaar contains full DOB, then no any other document is needed.
In case full DoB is not mentioned in Aadhaar, then proof of age i.e. TC or matriculation
certificate must be submitted.
If still needs help, visit https://youtu.be/TG84OUwvEiI
In case of any issue you may contact NSDL at tininfo@nsdl.co.in
or csc.panindia1@gmail.com : (020) 27218080
C. Common FAQ
Q1. What should I do if there are any changes or correction in Pan Data ?
The applicant is required to fill all the columns of the form and tick the box(es) on the left
margin of the appropriate item where change/correction is to be done.
Q2. How can I regenerate acknowledgement receipt ?

You are to go the Cases to be resolved - Discrepancy cases; download Your excel format and
take your acknowledgement number then go to Re-Generate Acknowledgement Receipt.
Q3. Is it compulsory to send physical document to service provider after

uploading document ?
Yes. It is mandatory that the physical documents should be sent through courier to the
NSDL/UTITSL office address within a week from the date of application.
Q4. How can I get refund of my payment in case of not processing cases ?
Refund claim is processed automatically only in cases of failed transactions. In case of successful
transaction, kindly check your online status or Discrepancy cases details on daily bases and
complete the documents as per the remarks given for further process of the applications.
If you have not received acknowledgement No., please visit the Cases to be resolved -
Discrepancy cases and download Your excel format and take your acknowledgement
number then go to Re-Generate Acknowledgement Receipt.
Q5. Which document will serve as a proof of identity, proof of address and
proof of date of birth in case of individual applicants and HUF applicants ?
The list of documents is given in Annexure-A.
Q6. Which document will serve as proof of identity and address for Foreign
Citizen located within & outside India at the time of application for PAN?
List of documents which are acceptable as proof of identity and address for applicants other
than individual and HUF is given in Annexure – B.
1. Smt Alka Pandey Senior Executive 9953415223 Alka.pandey@csc.gov.in
22
CH-3C : Pradhan Mantri Awas Yojana (PMAY)
Q1. What is PMAY

Pradhan Mantri Awas Yojna (PMAY) is an ambitious housing scheme under which the
government will create affordable housing units for urban poor. It is a Credit Linked
Subsidy, is a scheme launched by our Hon’ble Prime Minister for Economically Weaker
Section (EWS) and Low Income Group (LIG). The beneficiary would be eligible for interest
subsidy on purchase/construction of a house.
Q2. Is PMAY Scheme is available in every Town of the Country ?

Entire urban area consisting of 4041 statutory towns will be covered under the Pradhan
Mantri Awas Yojna (PMAY), but initial focus will be on developing housing units in 500
selected cities in the phased manner.
Q3. What is the User Charge

The service is now live through the CSCs located in urban areas at Rs 25 per application.
Q4. Which component to select?

a) If citizen is from slum : ISSR (Insitu slum rehabilitation component)
b) If Citizen is from non slum :

i) The Applicant has to own land and should be interested in construction :
Beneficiary led construction (BLC) - New Construction - in case existing structure is
kutcha or semi pucca;
BLC (Enhancement) - in case existing structure is pucca and enhancement of

minimum 9 sqm and max area after enhancement should not be more than 30 sqm.
ii) Can afford to construct or purchase house using housing loan : Select CLSS Credit
Linked Subsidy Scheme. Citizen will get subsidy on home loan.
iii) Do not have any land to construct or cannot afford home loan Select Affordable
Housing in Partnership AHP Component.
Q5. Is there any income criteria?

Household income -
i) Rs 0-25000 per month (EWS): Any component can be selected
ii) Rs 25000 - 50000 per month (EWS and LIG) : Only CLSS component can be
selected
iii) Greater than Rs 50000 per month : Not eligible to submit application.
23
Q6. What benefits a citizen will get under the scheme?
a) ISSR: GoI grant Rs. 1 lakh per house and State & ULB share will be at the
discretion of State at the time of formulation of project;
b) AHP & BLC : Central assistance of Rs.1.5 lakh per beneficiary and State & ULB
share will be at the discretion of State at the time of formulation of project;
c) CLSS : Upfront subsidy @ 6.5% for EWS and LIG for loans upto Rs. 6 lakh.
Subsidy calculator at http://www.pmaymis.gov.in/EMI_Calculator.aspx. Bank
should have MoU with NHB or HUDCO. Check for MoU at---. CLSS helpline
numbers are :
d) Helpline Numbers for CLSS: NHB: 1800-11-3377, 1800-11-3388,
HUDCO: 1800-11-6163
Q7. Does the citizen have to pay anything?

a) Pay for application at CSC Rs 25/-+service tax;
b) Beneficiary share will be told by ULB/Municipality in case you are given a benefit
under the scheme. Currently this is only applicable for interested applicants
Q8. I do not have Aadhaar Card, Can I apply?

Aadhaar Number is mandatory for Citizen to apply. Please get Aadhaar number from
nearest Aadhaar Enrollment Centre. CSC locator available at
http://www.apnacsconline.in/csc-locator/
Q9. I am a resident of Delhi / Lakshadweep and am unable to fill my

Application Form. Whom should I approach for this?
The State Governments of Delhi and Lakshadweep are yet to execute their respective
Memorandum of Understanding (MoU) with the Ministry. And as such option is not
available for residents of these two regions. However, potential beneficiaries opting for
Credit Linked Subsidy Scheme are requested to approach a Bank/HFC of their choice and
location as per the list provided at :
http://www.mhupa..gov.in/writereaddata/PLI31082016.pdf
Q10. Whom should I contact for further information?

Citizens may contact the in-charge of PMAY(U) of their Municipalities. List of State Level
Nodal Agencies is at Annexure-C.
Q11. How can I know about my application status?

The citizen may visit http://www.pmaymis.gov.in/ in the menu Citizen Application, and
track their application status.

1. Shri Devesh Kumar Executive 9654039667 Devesh.kumar@csc.gov.in
24
CH-3D : Food Safety & Standard Authority of India (FSSAI)
Q1. What is FSSAI?

Food Safety and Standards Authority of India (FSSAI) along with CSC e-Governance Services
India Limited has launched Food Business Operators (FBOs) registration service through
the Common Services Centers (CSCs) across rural hinterland. This initiative would largely be
aimed as a tool to register the large number of unregistered FBOs in the country with the FSSAI.
Q2. Does the citizen get the Registration Certificate through on-line
registration ?
The CSC model envisage the auto generation of Registration Certificate after filing the online
application on to the FSSAI website www.fssai.gov.in. Data thus entered on this centralized
website would be electronically transferred to the concerned State registration authority
for verification and other follow up action if needed.
Q3. How does an FBO make the Registration through a CSC ?

The FBO should register itself online for the username and password (or) by providing the
contact details can apply for Licensing / Registration. The FBO can log in at …….. with User
ID and Password thus obtained, fill up the Registration Form and submit on-line.
Q4. What is the Registration Fee and what is the VLE Commission ?
The Registration fee is Rs.100/Year out of which Rs.22.80 is VLE commission, Rs.112.60 will
be deducted from VLE’s wallet. System will provide the VLE valid registration certificate
then and there.
Q5. Registration money is Rs 100, but from my wallet Rs 112.60 will be

deducted. How to get commission in wallet ?
Registration fee is Rs.100/Year; Rs.30 is the CSC commission; and Rs.5.40 is for GST and
other taxes. Thus the Total Amount works out at Rs.135.40 to be charged from the customer
directly. Out of which Rs 22.80 will be VLE Commission up front. The remaining amount of
Rs 112.60 will be deducted from VLE Wallet.
Q6. I applied for FSSAI Registration with all necessary information filled in the
Form on-line, but when I made the payment, the acknowledgment receipt
as well as Registration Certificate was not generated. How to get the
Acknowledgement Receipt and Registration Certificate?
Due to some technical problem your Payment is not accepted through our portal. Hence,
the transaction is failed although you can again generate your certificate by going to the
home tab and click on the incomplete application. You may go to the dashboard where you
can see all the incomplete application details.
25
Q7. I wanted to apply for FSSAI registration, but I don’t know to apply. Can you
tell me the process?
To know more about the FSSAI registration click on the below link:
https://www.youtube.com/watch?v=F1_7jD3DBsQ&feature=youtu.be

1. Shri Sandeep Kumar Attri Senior Executive 9911267927 Sandeep.attri@csc.gov.in
26
CH-3E : Soil Health Card
Q1. What is Soil Health Card (SHC) ?
SHC is a printed report that a farmer will be handed over for each of his holdings. It will
contain the status of his soil with respect to 12 parameters, namely N,P,K (Macro-
nutrients); S (Secondary- nutrient); Zn, Fe, Cu, Mn, Bo (Micro - nutrients); and pH, EC, OC
(Physical parameters). Based on this, the SHC will also indicate fertilizer recommendations
and soil amendment required for the farm.
Q2. How can a farmer use a Soil Health Card (SHC) ?

The card will contain an advisory based on the soil nutrient status of a farmer's holding. It
will show recommendations on dosage of different nutrients needed. Further, it will advise
the farmer on the fertilizers and their quantities he should apply, and also the soil
amendments that he should undertake, so as to realize optimal yields.
Q3. What are the benefits of the Soil Health Card Scheme ?
 The scheme will monitor the soil of the farmers well and will give them a formatted
report. So, they can decide well which crops they should cultivate and which ones
they should skip.
 The authorities will monitor the soil on a regular basis. One in every 3 years, they
will provide a report to farmers. So, farmers need not worry if the nature of the soil
changes due to certain factors. Also, they will always have updated data about their soil.
 The work of the government does not stop at listing down measures required to
improve the quality of the soil. In fact, they will also employ experts to help farmers
in carrying out the corrective measures.
 Farmers will get a proper soil health record, thanks to the Soil Health Card Scheme.
Also, they can study the soil management practices. Accordingly, they can plan the
future of their crops and land.
 Generally, in government schemes, the person carrying out the study for a particular
farmer gets changed. But in the Soil Health Card Scheme, the government is paying
attention that the same person carries out soil analysis for a farmer. This will further
enhance the effectiveness of the scheme.
 The soil card will give the farmers a proper idea of which nutrients their soil is
lacking. And hence, which crops they should invest in. they will also tell which
fertilizers they need. So, ultimately, the crop yield will see a rise.
 The main aim behind the scheme was to find out the type of particular soil. And then
provide ways in which we can improve it. Even if a soil has some limitations, we can
do something to get the most out of it. And that is what the government is trying to
do with the help of this scheme.
27
Q4. What are the uses of Soil Health Card ?
A Soil Health Card is used to assess the current status of soil health and, when used over
time, to determine changes in soil health that are affected by land management. A Soil
Health Card displays soil health indicators and associated descriptive terms. The indicators
are typically based on farmers' practical experience and knowledge of local natural
resources. The card lists soil health indicators that can be assessed without the aid of
technical or laboratory equipment.
Q5. Which Department/Organisation promoted Soil Health Card Scheme ?
Soil Health Card (SHC) is a Government of India's scheme promoted by the Department of
Agriculture & Co-operation under the Ministry of Agriculture and Farmers' Welfare. It is
being implemented through the Department of Agriculture of all the State and Union
Territory Governments.
Q6. How will the quality of soil sample test be ensured?
The State Government will refer 1% of all the samples in a year to a ‘Referral Laboratory’ to
analyze and certify on the results of Primary Laboratory. The State Government will be
supported to establish ‘Referral Laboratories as required.
Q7. What is the payment per sample?

A sum of Rs. 190 per soil sample is provided to State Governments. This covers the cost of
collection of soil sample, its test, generation and distribution of soil health card to the
farmer.
Q8. How many soil samples will be tested in three years to generate Soil Health Card?
As per grid pattern adopted by the Ministry, 253 lakh soil samples will be tested every three
years to generate approximately 14 crore Soil Health Cards.
Q9. Is there any software for generation of uniform soil health cards across the
country?
Yes, National Informatics Center (NIC) has developed a web portal
(www.soilhealth.dac.gov.in) for generation of uniform soil health card and fertilizer
recommendation, which has four modules :
a) Registration of Soil Samples.

b) Testing of Samples in Soil Testing laboratory.
c) Fertilizer recommendation based on Soil Test Crop Response (STCR) equations.
d) MIS Reports.
28
Q10. Which Division in the Ministry of Agriculture will guide the State Governments
regarding implementation of the scheme?
Integrated Nutrient Management (INM) Division, Department of Agriculture & Cooperation

will visit the States regularly and provide guidance in technical matters.
Q11. Contact details of concerned Central and State Government Officials?
Central Government : Additional Commissioner (INM), Government of India, Ministry of

Agriculture, DAC, Krishi Bhawan, New Delhi,
Telefax – 011 - 23384280 , E - mail – dwivediv@nic.in
State Government: The concerned State Director of Agriculture/ District Agriculture

Officer.
One can visit www.soilhealth.dac.gov.in or www.agricoop.nic.in for information on Soil
Health Card Scheme.
Q12. What is Soil Health Card (SHC) scheme ?

It is a Government of India’s scheme promoted by the Department of Agriculture & Co-
operation under the Ministry of Agriculture. It will be implemented through the Department
of Agriculture of all the State and Union Territory Governments. A SHC is meant to give each
farmer soil nutrient status of his holding and advice him on the dosage of fertilizers and also the
needed soil amendments, that he should apply to maintain soil health in the long run.
Q13. How can a farmer use a SHC ?

The card will contain an advisory based on the soil nutrient status of a farmer’s holding. It
will show recommendations on dosage of different nutrients needed. Further, it will advise
the farmer on the fertilizers and their quantities he should apply, and also the soil
amendments that he should undertake, so as to realize optimal yields.
Q14. Will the farmer get a card every year and for every crop ?
It will be made available once in a cycle of 3 years, which will indicate the status of soil
health of a farmer’s holding for that particular period. The SHC given in the next cycle of 3
years will be able to record the changes in the soil health for that subsequent period.
Q15. What are the norms of sampling ?

Soil samples will be drawn in a grid of 2.5 ha in irrigated area and 10 ha in rain- fed area
with the help of GPS tools and revenue maps.
Q16. Who will draw the soil sample ?

The State Government will collect samples through the staff of their Department of
Agriculture or through the staff of an outsourced agency. The State Government may also
involve the students of local Agriculture / Science Colleges.
29
Q17. What is the ideal time for soil sampling ?
Soil Samples are taken generally two times in a year, after harvesting of Rabi and Kharif
Crop respectively or when there is no standing crop in the field.
Q18. How will soil samples be collected from a farmer’s field ?

Soil Samples will be collected by a trained person from a depth of 15-20 cm by cutting the
soil in a “V” shape. It will be collected from four corners and the centre of the field and
mixed thoroughly and a part of this picked up as a sample. Areas with shade will be avoided.
The sample chosen will be bagged and coded. It will then be transferred to soil test
laboratory for analysis.
Q19. What is a soil test laboratory ?

It is a facility for testing the soil sample for 12 parameters as indicated in reply to question
number 2. This facility can be static or mobile or it can even be portable to be used in
remote areas.
Q20. Who and Where will the soil sample be tested ?

The soil sample will be tested as per the approved standards for all the agreed 12
parameters in the following way :
(i) At the STLs owned by the Department of Agriculture and by their own staff.
(ii) At the STLs owned by the Department of Agriculture but by the staff of the
outsourced agency.
(iii) At the STLs owned by the outsourced agency and by their staff.
(iv) At ICAR Institutions including KVKs and SAUs.
(v) At the laboratories of the Science Colleges/Universities by the students under
supervision of a Professor/ Scientist.

1. Shri Devesh Kumar Executive 9654039667 Devesh.kumar@csc.gov.in
30
CH-3F : SWACHH BHARAT ABHIYAN
Q1. What are the Pre-Requisites for filling up IHHL Application ?

 Scanned copy of Applicant's Photograph (Mandatory).
 Bank Account Details (Mandatory).
 Scanned copy of First Page of Bank Passbook showing Account Details (Mandatory).
 If Applicant does not have Aadhaar No. then copy of Aadhaar Enrollment Slip is
required.
Q2. What is the amount available as 1st installment for individual toilets ?
Rs 2000/ as Central share. The second installment of Rs 2000 central share would be
released later after utilization of the 1st installment and other conditions.
Q3. What is the total assistance available for construction of an individual toilet?
The assistance is Rs 4000/- from the Central Government and an amount of Rs 1333/- at
least from the State Government. However in the case of the North East States, the states are
required to contribute only Rs 400/- per individual toilet. However, there is no bar on
releasing any extra funds at any stage by the ULB/State Government through additional
resources.
Q4. What is the basis of arriving at the above figures ?

For the Swachh Bharat Mission, the Centre and the State/UT shall be responsible to bear
any contribution in a 75:25 ratio (except the NE and special category states, where it is
90:10) . Thus where the Centre is pledging Rs 4000/, the State/UT shall contribute Rs 4000
x (25/75) = Rs 1333,33/- for each household. ((In case of the NE and special category
states, the State shall contribute Rs 400/-).
Q5. What is the definition of a toilet to fulfill the requirement under the Mission ?
A toilet constructed under the Mission must provide hygienic conditions once completed.
Thus the prerequisites of the toilet area) Supply of clean water for cleaning the pot and the
user’s own self. (This may be running water through a pipe or in a bucket). b) Safe disposal
of Excreta – which consists of excreta proper (faeces+ urine) and the anal cleaning water
discharged during ablution.
Q6. My household is occupying Railway land. We do not have any proof of the
ownership. Are we still eligible for assistance ?
Yes, provided the Municipal corporation is satisfied that the individual toilet is required as
opposed to building toilet for a group of neighbouring houses that may be combined in a
complex.
31
Q7. I already have a toilet in my house, however it is insanitary which is
emptying its contents in open drains. Are we eligible ?
Yes, with the same conditions as described in Ans No 5.
Q8. I already have a pour flush toilet, but it is single leach pit. Am I eligible ?
Yes, with the same conditions as described in Ans No 5.
Q9. Can I use the money to connect my household toilet to the public sewer
system running in close vicinity to my home ?
Yes provided the toilet is insanitary.
Q10. Can the money be used for building septic tanks if a sewerage system is not
available within 30 meters ?
Yes.
Q11. Can the money be used to build a sewerage system if all other component are
in place ?
Yes.
Q11. Can persons living in slums avail money for individual toilets ?
Yes.
Q12. Swachh Bharat or IHHL application procedure ?

Kindly study pdf provided at our portal. Go to www.swachhbharaturban.gov.in, fill on line
form if toilet is not built in customer’s house of Urban area resident. Filling application is
phase-1 and commission is Rs.12/- which will be paid in your wallet after verification.
Phase 2 is uploading photograph of constructed toilet after getting aid from Govt. Kindly
contact Nagar Palika officers for payment related queries.
Q13. Does this scheme is valid for Rural Area ?

NO
Q14. VLE commission for phase-1 and phase-2 ?

Phase 1- Rs.12 and Rs.4/- for Phase 2. Taxes extra as applicable.

1. Shri Nutan Kumar Executive 9818319317 nutan.kumar@csc.gov.in
32
CH-3G : ELECTION COMMISSION SERVICES
Q1. What are the Forms that are used for various electoral registration ?
Form 6 : To add a name in the electoral list.
Form 6A : To add a name in the electoral list for overseas citizens of India.
Form 7 : For deletion of name from electoral rolls.
Form 8 : To modify the name details in electoral rolls.
Form 8A : For transposition of name in electoral rolls in case of change of constituency.
Q2. State Where the Election Services have been initiated.

In the following States, the various Electoral Registration Services have been launched –
Sr. No State Status
The Elector Photo Identity cards are being printed in the

1. Tripura state of Tripura. Discussions are underway to Initiate
various Election Related Forms to be rendered soon.
EPIC Printing Started at CSCs with all Other Forms have
2. Punjab
been Integrated
3. Chattisgarh Transactions Started for all Election Related Services
4 Jharkhand Transactions Started for all Election Related Services
EPIC transactions have commenced. The forms services
5 Bihar are being discussed with the authorities and integration
shall commence upon approval.
Forms has been Integrated and the Services are being
6 Tamilnadu
made available
Forms have been Integrated and the services are being
7 Gujrat
made available. EPIC services shall be made live shortly
8 Haryana Transactions Started for all Election Related Services
9 Maharashtra Service being initiated in Ahmednagar District
Q3. What is the process followed after is Form is submitted ?

After the successful submission of any Form (Online) by the VLE, citizen will receive an
acknowledgement receipt for further tracking of the same. A hardcopy of the Form with the
enclosure needs to be forwarded to the respective Booth Level Officer for processing the same.
Q4. Is the process same for all the Forms ?

Yes, Process flow of all Forms remains to be same, except Form No. 8/8A for which the data
gets fetched from the Electoral Roll Management System (ERMS) Application.
Q5. Any documents to be uploaded with Form/(s)? Are they mandatory ?

Yes, as per the requirement of the ECI, necessary documents like Proof of Address
(PoA)/Proof of Identity (PoI), need to be submitted alongwith the respective Forms.
33
Q6. What is EPIC number ? How Do I get the EPIC Printing Facility Link from CSC ?
EPIC number is the Elector’s Photo Identity Card number or the voter ID number. EPIC
printing facility will be provided to those States wherein the State ECI has given permission
to start election related services from CSCs including EPIC Printing. If the VLE belongs to the
State where CSC SPV has got the permission, then the VLE needs to contact the CSC SPV’s
State Office for getting the Link.
Q7. How can the VLE check the transactions (EPIC or Forms) made ?
Status against the Form/EPIC Printing submitted is available on the application or the VLE
may visit to the AERO office to know the status.
Q8. How one VLE is going to print the EPIC Card ?

VLE is going to use a specialized printer (Printing exclusively on PVC Surface) for printing
the Aadhaar Card.
Q9. What all Brands of printer are available for EPIC printing on CSC Platform ?
There are 4 Brands of printer available on CSC platform which is Evolis, Magicard, and
Fargo & Zebra.
Q10. How to Order Printer/Consumables & Card from CSC E-Governance Platform ?
After Login into Digital Seva Portal, VLE (Using his/her OMT ID) has to click B2C Service
Section and order for Printer, Consumable & Card. Printer, Card/Consumables will be
delivered in 3-4 Weeks and payment will be deducted from the VLE’s Wallet.
Q11. Will the voter’s ID card be dispatched to the mentioned address also ?
No, Citizen will receive the EPIC Card from the CSC Centre.
Q12. What are the size of the documents and photos to be uploaded ?
The size of the individual Photo and document should not be more than 20 KB.
Q13. Can VLE print the Receipt again after closing the window ?
No, such option is not there.
Q14. How the reconciliation happens especially when Cards doesn’t get print
and money got deducted ?
Reconciliation would be done at the end of the day and the money would be refunded to the
VLE wallet. If VLE hasn’t received the same by end of the day/month, then VLE should
provide a consolidated sheet of all such cases with Transaction Date & Time, Transaction
Number, Aadhaar or Epic No. along with the error details to helpdesk.
Helpdesk Executive(s) may kindly contact the below mentioned official for

1. Shri Sachin Pal Singh Executive 9760287973 sachinpal.singh@nic.in
34
CHAPTER-4
STATE GOVERNMENT SERVICES
35
CH-4A : E-Stamping Service (Stamp Paper Sale)
Q1. How to get e-stamping service from CSC portal ?
Presently service is operational only in 3 states i.e. Assam, Chhattisgarh and Gujarat. CSC is
forwarding list of VLEs who are interested in getting this service to State Government
Department will issue credential then only VLE is allowed to use this service.
Q2. Commission structure for VLEs ?

No commission for this service.
Q3. Does VLE need special equipments for this service ?

Yes, he has to purchase printer which may cost Rs.25 to 30 thousand.
Q4. Procedure to get stamp paper for customers ?

VLE needs to pay through CSC wallet, State Government allow him to issue stamp paper of
such amount, which is being paid in advance to that department.
1. Shri Madhukar Sharma Manager 9893301393 madhukar.sharma@csc.gov.in
36
CH-4B : E-District/SSDG Services
Q1. What is e-District ?

It is a Mission Mode Project for online delivery of Government services to citizens in a time
bound and hassle free manner nearest to their doorstep through Registered CSC Centres in
case applied through them and directly to registered account if applied through citizen
portal.
Q2. How to avail of on-line services ?

Click on Login, enter User ID, Aassword, captcha and submit. After successful login,
welcome page will appear. The list of services available to online users will appear. Click on
a service you wish to apply for. This will open the respective online application form. Fill-up
the form, click on attach annexure, upload scanned supporting documents and submit.
Q3. Within what time should the service be provided ?

Different services have been notified to be delivered within stipulated time which has been
indicated against them in the notifications.
Q4. I am applying online, what documents do I need to submit at the counter

for processing my application?
You need to submit filled up prescribed application form at CSC along with the Passport Size
Photo, self-declaration certificate, copies of other supporting documents of the services as
mentioned at the E-District portal
Q5. How to upload photograph ?

Photograph can be uploaded on online form in 2 ways. First, if you have a webcam (external
or in-built) attached to your system, turn on the webcam. Click on the icon below your
image to capture your photo. Alternately, you can also upload scanned photograph after
resizing it. This can be done using any image resizing tool. E.g. In Microsoft Paint
Q6. What do I do if I do not have a valid Aadhaar Number ?

Aadhaar Number is not mandatory for registration or applying for any e-District services,
you may use copy of ration Card, copy of Election ID Card, etc. as proof of ID.
Q7. Can I edit/delete/update the uploaded documents ?

No, once the document is uploaded it cannot be edited/deleted/updated
Q8. Why there is no Ink Signature in the certificate ?

The service delivers Digitally Signed service output. The IT Act, 2000, has enabled the
Digital Signature to be considered at par with the Ink Signature.
37
Q9. How to track my application status online ?
You can track your application status in two ways :
(a) By clicking on Track Application Status Report link.
(b) Login with your credential, click in View Status of Application. Then click on
Track application status
Q10. What should I do if my application has been rejected ?

You will have to apply again after completing the documents/procedure, because once the
application is rejected by the concerned authority, no further action can be taken on it. For
further information on reason of rejection you may contact to the respective approval
authority of the district.
Q11. What should I do if my application remains for more than the specified
number of days ?
Please contact the concerned approval authority of the concern district.
Q12. What happens to my application if I do not attached the supporting

documents while submitting the application ?
Your application will get rejected if necessary attachments are not found at the time of
verification process.
Q13. My Issued Certificate is not verifying online. What should I do ?

Please contact concern district administration/approval authority with your original
certificates.
Q14. What if the e-District software does not work on my system ?

Either your browser is outdated and does not meet the system requirements or your
internet connection is too slow. E-District Website should be viewed in a screen resolution
of 1024 by 768. For best performance your browser version should be IE 8 or higher.
Q15. How to get soft copy of Certificate / License ?

One can opt for soft copy of the service output by selecting Service Delivery Preference.
Once the decision has been taken by authority and certificate / license has been issued, the
Digitally Signed soft copy (PDF) will be sent to the applicants email id given in the online
application form.
1. Shri Madhukar Sharma Manager 9893301393 madhukar.sharma@csc.gov.in
38
CH-4C : PDS Card Printing Services
Q1. Who can avail of this Service ?

Resident’s who is having Ration Number.
Q.2 How one VLE is going to print the PVC Ration Card ?
VLE is going to use a specialized printer (Printing exclusively on PVC Surface) for printing
the Ration Card.
Q3. Where VLE can find the service ?

After Login into Digital Seva Portal, VLE (Using CSC ID) go to PVC cards and Biometric
Service and click Tamil Nadu Ration card Printing Service, then enter the related details
flow with payment page and after that print the Card.
Q4. How to Order Printer/Consumables & Card from CSC e Governance ?

After Login into Digital Seva Portal VLE (Using his/her CSC ID) has to click Biometric & PVC
Card Order Section and order for Printer and Consumables which will be delivered in 3-4
Weeks and payment will be deducted from the VLE’s Wallet.
Q5. How the reconciliation happens especially when Cards doesn’t get print
and money got deducted?
Reconciliation would be done at the end of the day and it would be refund in the wallet. If
VLE hasn’t received the same by end of the day/month, then please provide a consolidated
sheet of all such cases with Transaction Date & Time & Transaction Number along with the
error details to Ms. Sefali Bharti His Email ID is Sefali.Bharti@csc.gov.in.
Q6. What is the charges citizen will pay to VLE ?

Citizen will pay Rs. 30/- per cards to VLE.
1. Shri Sachin Pal Singh Executive 9893301393 sachinpal.singh@nic.in
39
CH-4D : Labour Registration
Q1. Who can become member of the Board ?

Any construction worker whose age is between 18 to 60 years and has worked in respective
State in any construction work for minimum of 90 days in a year is eligible.
Q2. For how long period a construction worker can get registered at a time ?
A construction worker can get membership for a maximum period of three years at a time.
Q3. Where VLE can find the service ?
After Login into Digital Seva Portal VLE (Using CSC ID) go to Labour Registration services
and click on respective state icon.
Q4. What is the rate of registration fee ?
The rate of registration fee as per notify by state at the time of registration. It is a one time fee.
Q5. How to apply for registration ?
Any construction worker who is of 18 years and below 60 years age and has Worked in
respective State for not less than 90 days shall apply for registration as construction worker
on the prescribed form which is available on the Digital Seva Portal.
Q6. Documents required for registration ?
The documents required for registration are, age proof(If no age proof is available self
declaration), residence proof, Aadhaar card(if available), Bank Account details (Bank
branch, account No. and IFSC/RTGS number), detail of dependents, and employer’s
certificate of working for 90 days as construction worker, and nomination form.
Q7. Who can get benefit of various welfare schemes of the Board ?
Any construction worker who is a registered member of the Board can get benefit of the
welfare schemes for himself and for his family members.
Q8. Who are the family members ?

Husband or wife, minor sons (including major sons who are insane or physically
handicapped and unable to earn), unmarried daughters and the parents of the building
worker, who are solely dependent on him.
Q9. Whom to apply for getting benefits of welfare schemes ?

Labour Inspector of the area.
1. Smt Archana Gangwar Trainee 8447773710 archana@csc.gov.in
40
CHAPTER-5
Aadhaar Services
41
CH-5A : Aadhaar Services : Aadhaar Enrollment
Q1. How to start Aadhaar Enrolment Center (PEC) under CSC SPV ?
Currently Aadhaar enrollment center activation process has closed. **
Q2. What is the Configuration of Laptop at the PEC ?

The recommended configuration is as under -
 2Ghz, Core i3
 4GB RAM
 500 GB HDD
 Dedicated USB 2.0 Port(minimum 5 ports required)
 Windows 7 and Above Operating System
 Windows Vista Operating System is not supported
 Windows 8 and 10 (64 Bit) (Only compatible with Cogent biometric devices)
 C drive capacity at least 100 GB
 Webcam Logitech 2 megapixel and above and preferably with auto focus
Q3. What are the criteria to be a PEC Operator ?

The VLE needs to be a certified supervisor/operator as per UIDAI requirement. Also, the
VLE needs to arrange for a Document Verifier whose presence will be required mandatorily
at the enrolment center.
VLE will also need a permission letter from the Block or any of the following Government
Offices allowing the VLE to operate from the concerned Government Office, because
Aadhaar enrollment centre will be open only in Government Place.
Government Offices -
 Block Office,
 DC office,
 Primary Health Centres,
 Hospitals,
 Govt. Schools,
 PDS centres etc.
After having satisfied the above pre-requisite, the VLE needs to register on the below link to
register his/her request to start Aadhaar Enrolment Centre with CSC SPV.
http://registration.csc.gov.in/uidreg/PECRegForm.aspx
**For the time being PEC registration is closed. CSC SPV will inform the VLEs once the
registration re-opens.
42
Q4. Will CSC SPV provide me a UID Kit and if not then from where can I get the
UID Kit and how much will be the cost of it ?
CSC SPV is selling UID kits. VLE may kindly contact the respective State team.
Q5. How to get certified as a Supervisor ?

There is only one agency, NSEIT which conducts the UID Supervisor/Operator tests. VLE
may visit the websites of this agency where the complete details regarding the certification
is given. The link is : https://uidai.nseitexams.com/
Q6. Who is a document verifier ?

A document verifier as prescribed by UIDAI should be Class 3/Group C and above
Working/retired Government Servant. His responsibility will be to eminently present at the
enrolment center and to verify the documents copy of the residents against their Originals
and only after this verification the operator will enroll the resident for Aadhaar. His
presence is mandatory at the enrolment center.
Q7. When will UID Enrolment start in Assam, J&K and Meghalaya States ?
As of now, there has been no definite timeline given by UIDAI or the Government of India
regarding this, but once any such information is released it will be communicated to the
VLEs of the respective States.
Q8. How much is the payment per Aadhaar generation and what is the cycle of
payment ?
The total payment is of Rs 40 per successful Aadhaar generation where the VLE will be paid
Rs 38 and Rs 2 will be the document verifier share. The payment is made as per the release
of the sanction order by UIDAI.
Q9. How many machines can I get registered under CSC SPV ?
As of now, a VLE can get 1 ECMP and 1 Tablet kits registered.
Q10. I have registered with CSC SPV, but did not receive any call for the kit
registration ?
Currently Kit registration process is closed.
Q11. My mobile number is not registered in Aadhaar, how can I get my mobile
number Updated in Aadhaar?
One needs to visit the nearest enrollment centre to update his/her mobile number. No
additional Documents are required.
Q12. My Aadhaar is suspended and has been asked to update. How do I know, what to
update and how” ?
If an Aadhaar is suspended, the normal mode of update is through a physical visit by the
Resident to the enrollment centres. You will need to do the required update as informed to
you in the communication sent by UIDAI.
43
Q13. How to create payment related and any other query for CSC UID?
Our payment portal cscuid.in is live now so kindly refer all our VLE to check their payment.
for any Payment related issue or other grievances VLE need to mail us at new e mail id
cscuid@digimail.in by VLE own digimail.
Q14. How to receive VLE district/state coordinator mobile no and mail id ?

For district/state coordinator mobile no and e mail id VLE need to visit cscuid.in and in
contact us VLE find his district/state coordinator details.
Q16. How to purchase UID Kit through CSC SPV ?

VLE needs to contact his district/State coordinator to purchase machine. If kit stock is
available, VLE will be able to purchase it.
For contact details, VLE may please visit http://cscuid.in
Q17. How can a VLE check the payment status ?

VLEs are requested to please check payment details on cscuid.in
 CSC id is user name

 Pan Card no as a password
http://cscuid.in/Home/Training
Q18. What should I do when "CLIENT ERROR" message appears ?

Please reinstall the client and check, if issue persists VLE may please contact Helpdesk.
Q19. Can we update photo as well as demographic update at same time ?

In one time one thing can be done only either photo update or demo update.
Q20. What will we do if my system showing server connection failed ?

If this error is showing, then VLE may check below details first :
 Network issue (Check your network connection)
 Server issue (Server issue from UIDAI) It will resolve as soon as possible from backend
technical team.
Q21. How to activate certified Supervisor ?

Supervisor activation is held up by UIDAI at present.
1. Shri Vivek Chand Baloria Assistant Manager 9971479002 Vivek.chand@csc.gov.in
2. Shri Mayank Rawat General Manager 9811645178 mayank.rawat@csc.gov.in
44
CH-5B : Aadhaar Services : Child Enrollment
Q1. Please find below the Proof Collected from resident for child enrollment
through Child Android tablet.
Operator needs to capture the photograph of the PoR document at the time of enrolment.
(local Public Health Centers (PHCs)/ ASHA/Anganwadi Worker Certificate is valid)
Q2. How to start Aadhaar child enrolment work ?

The VLE needs to buy Tablet and Single Fingerprint device.
The VLE also needs a supervisor certificate. (https://uidai.nseitexams.com )
VLE may purchase any of the following Tablets -

1. I Ball George 4G
2. Iball slide cuddle 4G
3. Iball Q700
4. Micromax Canvas P480
5. Micromax P702
6. Zyncz900 Plus
7. Lenevo Yoga Tab 3.8
If a VLE is having a tablet and the specification is matched with UIDAI specification, then the
VLE can work with the tablet.
The total payment is Rs 22 per successful Aadhaar generation. The payment is made as per
the release of the sanction order by UIDAI.
Q3. Why after 5 years old child not able to update from UCL ?
As UCL has not the facility to update Biometric data and a child more than 5 years needs
biometric update.
1. Shri Vivek Chand Baloria Assistant Manager 9971479002 Vivek.chand@csc.gov.in
2. Shri Mayank Rawat General Manager 9811645178 mayank.rawat@csc.gov.in
45
CHAPTER-6
DIGITAL LITERACY PROGRAMME
46
CH-6A : Digital Literacy – PMG DISHA
Q1. What is PMGDISHA?

Pradhan Mantri Gramin Digital Saksharta Abhiyaan (PMGDISHA) is the scheme to make six
crore persons in rural areas, across States/UTs, digitally literate, reaching to around 40% of
rural households by covering one member from every household having no digitally literate
person.
The Scheme is aimed at empowering the citizens in rural areas by training them to operate
computer or digital access devices (like tablets, smart phones etc.), send and receive e-
mails, browse Internet, access Government services, search for information, undertake
digital payment, etc. and hence enable them to use the Information Technology and related
applications especially Digital Payments to actively participate in the process of nation building.
Q2. Who can be the training Partner?

Basic requirements to become a training partner under PMGDISHA scheme are as follows :
 A training partner must be an organization registered in India, conducting business in

the domain of education/IT literacy for more than three years and having Permanent
Income Tax Account Number (PAN) and audited statements of accounts for at least last
three years.
 The institution/organization should be registered under any act of law in India, e.g., in
the case of a company it must be registered with the Registrar of Companies, in case of
Society, it must be registered with the Registrar of Societies and so on and so forth.
 The partner must have clearly defined objectives, well-documented processes and
procedures covering the entire range of education/ IT literacy training.
Q3. What is the role of training partner under the scheme?

 A training partner shall be responsible to own or set up the Training Centres in the
identified Districts / Gram Panchayats that would impart digital literacy training to the
candidates.
 A training partner shall be responsible for ensuring that the training centres adhere to
the scheme requirements.
 A training partner shall be accountable for monitoring the overall working of the
centres under its purview.
 A training partner shall be liable for accurate and timely reporting of the
aforementioned work ascribed in respect of its Centres.
 Detailed Norms for the Training Partners shall be as per Standard Operating Procedure
(SOP) published by CSC-SPV
47
Q4. What are the documents needed to become training partner?
To become training partner, any Company/Institution/Organization/NGO has to submit
following documents in hard copy :
1. Certificate of Registration
2. Proof of prior experience in conducting Education/ IT Literacy Programme
3. List of minimum 10 Training Centres with complete details as per the format
provided by the PMU
4. Photocopy of the PAN card
5. IT Return of last three Financial Years
6. Audited balance sheet of last 3 years
7. Bank account details in the name of the organization/society/trust/institute/NGO
along with copy of cancelled cheque
8. Recognition certificate (if applicable)
9. Affidavit attested by Notary (format available on the portal)
Q.5. What is the process for empanelment of training partner under the
scheme?
Following are the steps for empanelment of training partners :
 Applicants are required to fill the Training Partner Application form on the portal
https://www.pmgdisha.in/app/registertp and attach the following prescribed
documents online :
 Certificate of Registration
 Proof of prior experience in Education/ IT Literacy
 List of minimum 10 Training Centres with complete details as per the format
provided by the PMU
 Photocopy of the PAN card and IT return of last three years
 Audited balance sheet of last 3 years
 Bank account details in the name of the
organization/society/trust/institute/NGO along with copy of cancelled cheque
 Recognition certificate (if applicable)
 Affidavit attested by Notary (format available on the portal)
 After successful submission of the registration form, the applicant will receive an
application number.
 The applicant should also submit a hardcopy of the above documents quoting the
application number to the PMU/'s address.
48
 PMU would assign a serial number for each of the applicant in an electronic format
on first come first serve basis.
 PMU records all the relevant information supplied by the applicants in an Eligibility
Matrix and verifies it from the documents submitted.
 PMU prepares a list of applicants who satisfy all the eligibility criteria as prescribed.
 After physical verification, an internal committee re-verifies the data prepared by

the members. Each case of eligible Training Partner is recommended by the
committee for its empanelment to the Competent Authority.
 Based on the recommendations, Competent Authority approves the empanelment of

Training Partners. Training Partners are assigned specific state and targets; their
progress would be reviewed periodically. Training Partner desirous of working in
other states has to apply afresh.
 PMU creates login credentials of the Training Partners for respective State and an
email is sent to all empanelled Training Partners along with the Training Manuals.
The list of empanelled Training Partners is shared by PMU with the State
counterparts and will be uploaded on portal. The Training Partners are advised to
get in touch with PMU State counterparts and SIA of the state. They are also advised
to inform the Nodal Officers of the SIA in their States/Districts for effective planning
& reporting of the project.
 After receipt of the login credentials, the Training Partners are authorized to create
Training Centres on the portal with a declaration that the information given by the
training partner about their training centers is true and correct. PMU would physically
verify the existence of these Training Centres through visits and other methods. The
location (latitude/longitude) given by the training partner would be verified.
 Once the information is verified, a Training Center would be approved and would be
able to access the portal. PMU reserves the right to deactivate any training center if
any discrepancy is found.
 In case the documents/files sent by applicants are not complete or not fulfilling the
eligibility conditions, their application will be rejected and the concerned applicants
will be informed of the same. No further correspondence in this regard would be
entertained.
 The entire process of empanelment will take a minimum of 20 days and should be
completed in maximum 30 days.
Q.6. What is the training fee under PMGDISHA?

A training fee of Rs. 300/- per candidate is payable directly to respective Training
Partners/Centres through CSC-SPV on successful certification of candidates trained by them.
49
Q.7. What is the payment process for the partners?
The invoice has to be sent printed on the letter head of the partner duly stamped. All the
necessary details in the invoice should be completed i.e. Invoice number (assigned by the
partner), PAN number, service tax number, bank details etc. Also, an affidavit must also be
submitted to the PMU.
The address for correspondence is :

CSC e-Governance Services India Ltd.
238, Okhala phase-3
Okhala Industrial Area
New Delhi-
Q.8. How will the partners provide training to the candidates ?

An authorized partner will provide training to the candidates through the training centres.
The partner will register the centres on the portal through their login credentials. Upon
verification of the training centres by the monitoring organization, the login credential are
created for the training centre. The login credentials will be used to register and train the
candidates.
Q.9. What is the training process for the candidate?

 Video Assisted teaching by trainer on the basic digital literacy, digital payment
 Demonstration by trainer to candidates about the content and hardware components of
digital devices.
 Hands-on training to the candidate for practice and to make the candidate familiar with
internet, Electronic Payment Systems etc.
 Periodic assessment conducted by trainer to make candidate familiar about the online
examination.
Q.10. What is the benefit to the candidates?

After the training and assessment, the candidates will be certified by a national level
certifying agency under PMGDISHA.
Q.11. Which are the certifying agencies under PMGDISHA?

Under the Scheme, it is envisaged that the examination will be conducted by a national level
certifying agency. Nine certifying agencies are empanelled under the scheme on National &
State level is mentioned below :
National Level
 National Institute of Electronics & Information Technology (NIELIT)
 National Institute of Open Schooling (NIOS)
 The National Institute for Entrepreneurship and Small Business Development (NIESBUD)
50
State Level
 Haryana : Haryana Knowledge Corporation Limited
 Tamilnadu : ICT Academy
 Andhra Pradesh : Andhra University
 Telangana : Indian School of Business-Hyderabad
 Gujarat : Entrepreneurship Development Institute of India
 Jharkhand : BIT-Sindri
Q.12. What is the duration of the training Programme?

The duration of the training Programme is 20 hours which has to be completed in a
minimum of 10 days and maximum of 30 days.
Q13. How will the partner receive its login credentials and how will it activate
their account?
The instructions to activate the account of Training Partner will be sent to its E-mail once it
has completed the process and submitted all the relevant documents. If the Training
Partner does not receive an E-mail, it should check that its E-mail service provider's mailing
software is not blocking it. Also, the status of the application can be checked on the
www.pmgdisha.in
Q.14. How do I contact the candidates for PMGDISHA?

You can contact candidates within your Gram Panchayat through promotional activities.
Q.15. What are the eligibility criteria for selection of a beneficiary ?

The eligibility criteria are :
 The person should be non IT literate person
 The person should be within the range of 14-60 years of age, and
 The person should be an ordinary resident of the Gram Panchayat
Q.16. What would be the tenure of the accreditation of training partner?

The training partner will be accredited for a period of one year under PMGDISHA project
and its accreditation will be renewed after accessing the work done during that period.
Q.17. Is there a limit to the number of States wherein an accredited training

partner may work under PMGDISHA?
An Accredited Training Partners would be assigned with a specified area of operation and
target preferably within the same state.
Q.18. Who should a training partner/centre contact if it comes across any

challenges during the implementation of the project ?
Any Training partner/centre can contact PMGDISHA Toll Free No: 1800 3000 3468, Email
Id : helpdesk@pmgdisha.in
51
Q.19. What are the responsibilities of a training centre?
A Training Centre registered under PMGDISHA Project has the following responsibilities :
 Enrolling the candidates for the course.
 Imparting appropriate training to candidates.
 Marking the attendance and conducting continuous assessment using the Online
Monitoring Application-cum-Learning Management System
 Keeping a record of all candidates enrolled in the course, certifying their attendance
and ensuring that the candidates appear for the online examination.
 Providing support and assistance for at least two years after the training is over.
 Ensuring achievement of learning outcomes for each candidate.
 Delivery of content through mobile phone as a supplementary facility so that neo-IT

literates can refresh content learnt during the physical training mode.
 To link Aadhaar No. to distinctly identify each beneficiary and to avoid duplicity.
 To install appropriate on-line reporting mechanism for reporting/monitoring of the
training Programmes in order to maintain transparency.
 To encourage and mobilize selected beneficiaries to their training centre and ensure
successful completion of the training as per norms prescribed in this regard.
 The Training Partners/Centres would report periodically, details of persons trained to

CSC-SPV, after successful completion of training.
 The trained candidates shall have to undergo an online examination (as soon as the
training is completed) by a recognized certifying agency.
 Training Agencies would get the training fees only after successful certification of the
candidates subject to meeting the prescribed outcome criteria.
 Certification of the trained beneficiaries would be carried out through online remotely
proctored examination conducted by nationally recognized Certifying Agencies as
mentioned under Question No. 11 above.
Q.20. Where should an organization send the documents in order to become a

training partner/training centre under PMGDISHA?
Training Partner/Centre has to send duly filled form (available on our website) and other
documents to our Address :
CSC e-Governance Services India Ltd.
238, Okhala phase-3
Okhala Industrial Area
New Delhi-110020
52
Q21. Who shall appoint a Training Centre ?
The Training Partners shall appoint the Training Centers in the District/Block/Gram
Panchayat/Village
Q.22. What are the eligibility criteria for training centre ?

The Training Centre shall be identified by Training Partner as per the infrastructure
requirement of PMGDISHA. The required infrastructure for a training centre is given below :
Physical Infrastructure
 One class room to seat 5 - 20 students to be located within the Gram Panchayat
boundaries
 Minimum carpet area of 200 - 500 sq. ft.
Technical Infrastructure
 Minimum of 3-5 Operational Computers (Laptop or PC) with genuine/ licensed software
 Out of 3-5 computers, one shall be a low-end server
 All computers should be connected on a local network
 One High Resolution Web Camera (Minimum: 0.5 Megapixel, Recommended: 1280 x
720 resolution)
 Reliable Internet Connectivity with the minimum speed of 256 kbps
 One printer and scanner
 3-5 Tablets/Mobile phones
 Biometric devices prescribed by PMU
 Manpower
 Each training centre shall have a minimum of one teaching faculty, with a minimum
educational qualification of NIELIT's BCC or its equivalent.
Q.23. Who approves a Training Centre?

After the Partner registers a training centre and login credentials are created, a training
centre is approved by the CSC-SPV after scrutiny. After the CSC-SPV approves the training
centre, then only a training centre shall be able to login to the PMGDISHA portal.
Q.24. Where can I check the status of my payment?

The payment status can be checked through VLEs dashboard.
Q.25. What is the process of payment for the CSC Centres?

Training Centre can raise invoices of every month. To generate invoice :
 Click on the tab Invoicing and Payments.
 Choose the Year/Month/date, and
 Click on generate, invoice for that period will be generated.
Training Centre can also check payment history of the past months.
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Q.26. How do I register my Training center for PMGDISHA?
The following steps are to be followed to register your training centre on the portal :
 Visit CSC website https://digitalseva.csc.gov.in/ and login with your CSC ID and
Password.
 On the dashboard click on the option Services.
 On Clicking Education Option, following screen will open.

 Click in the PMGDISHA tab. A new window will open. VLEs can download the Training
Centre Affidavit from the highlighted tab.
 VLEs have to fill the downloaded Affidavit and upload the same on the below page.
 Once document uploaded and clicked on check box for soft consent for sharing
information, click on the tab Add. (Please Note: Without submitting Affidavit Training
Centre cannot be registered in PMGDISHA scheme.)
 In your registered Mail ID you will receive a mail from PMGDISHA containing your User
Name and Password. Training Centre can download Geo Tagging Application from the
link given in the mail.
 Now visit PMGDISHA website www.pmgdisha.in and enter your Login credentials.
 On first time login, TC will see below screen. Click on the check box, I agree.
 On successfully submitting all the details of Training Centre below screen will appear.
TC may change once in profile and save it.
 Training Centre has to create the code of their location with the help of Geo Tagging
Application. Enter the Code in the blank space and entre tab Add Location Code. (Please
note it is mandatory to share location and to add GEO tagging code)
Q.27. How do I register students under PMGDISHA?

Please follow the following steps to register students on the portal :
 Training Centre has to download the Panchayat Document and fill details of digitally
illiterate candidates and sign the same with Panchayat Pradhan/BDO/Tehsildaar. After
signature, upload the document on the portal.
 To register student click on tab Student. Following screen will appear. Enter candidates
Aadhaar Number. (Without Aadhaar candidate cannot be registered on the portal).
 Choose any one mode of biometric authentication. E-KYC can be done via Fingeprint,
Scanning Eye or One Time Password (OTP).
 Enter candidate's Aadhaar Number and click on the box. Now click on the tab for
generating OTP.
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 If OTP generated successfully, a message in green colour will appear on the screen.
Enter the OTP in blank space and click on Validate OTP tab.
 After successful entering the OTP student will register on the portal, check student/'s
details by clicking on student tab.
Q.28. I have forgotten my password. What should I do?

The passwords for the students can be reset by the training centers by going to the student
summary. Also, for the generating the passwords of Training centres, please raise a ticket
on CSC Helpdesk. CSC Central Team will generate a new password for the Training Centre.
Q.29. What are the technical requirements for examination under PMGDISHA?
Following are the technical requirements for conducting the examination :
 Minimum of 3-5 Operational Computers (Laptop or PC) with genuine/ licensed software
 Out of 3-5 computers, one shall be a low-end server
 All computers should be connected on a local network
 One High Resolution Web Camera (Minimum: 0.5 Megapixel, Recommended: 1280 x
720 resolution)
 Reliable Internet Connectivity with the minimum speed of 256 kbps
 One printer and scanner
 3-5 Tablets/Mobile phones
 Biometric devices prescribed by PMU
Q.30. What is the process to be followed where there is no Aadhaar card?

Kindly go to the nearest RGI camp and register yourself. Alternatively, contact our State
representative.
Q.31. Are there any cities not covered under PMGDISHA ?

The cities covered under urban agglomerations would be excluded from the Scheme (list
enclosed).
List of Cities not to be covered under the Scheme is enclosed as Annexure-D.
Q32. What is training outcomes and how to fill student's outcome form ?
This is the measurement of the training imparted to the student under PMGDISHA. To gauge
the training on digital transactions systems :
 Every beneficiary needs to do five transactions (1 Re. each) using BHIM UPI/USSD mode
 Training centre would fill twelve digit transaction number along with bank name and
date of transaction into outcome form.
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 Re. 1 would be transferred to CSC SPV (CSC SPV bank details: IFSC Code :
UTIB0000049; Account No :. 915020062508293; Virtual payment Address (VPA):
cscspv@axisbank).
Now, Training centre has to fill other details of candidates, like whether candidate has
digital locker, candidate has bank account, candidate uses insurance services or not. Make
sure all these activities have been completed by students.
To gauge the training on communication using internet, candidate has to verify their mail
ID. Candidate has to send a mail to GOAHEAD@PMGDISHAMAIL.IN. Without which
candidate cannot appear for examination.
1. Shri Subodh Mishra AVP 9871230717 subodh@cscegovindia.com
56
CH-6B : CyberGram Yojana
Q. 1. What is Cybergram Yojana project/ initiative ?

Cyber Gram initiative under Multi-Sectoral Development Programme of Ministry of
Minority Affaires is an effort to equip the targeted group with knowledge of Information
and Communication Technology (ICT) and enabling them to use ICT services in their day to
day work.
Q.2. Who are targeted beneficiaries/ group?

The initiative intends to cover students of Class VI to Class X belonging to Minority
Communities notified, as per Section 2(c) of the National Commission for Minority Act 1992,
and residing in areas covered under Multi-Sectoral Development Programme.
Q.3. What is primary objective of the Programme?

Its primary objective is to provide hands-on training in computers to the students belonging
to Minority Communities and to enable them to acquire basic ICT skills that would
empower them.
Q.4. Who will implement this Programme?
State Minority Affairs Department in collobration with CSC-SPV submit the proposal with
name of minority concentrated madrasas/schools mapped with CSC training centers to the
Ministry of Minority Affairs, Government of India. After getting approval, CSC-SPV is
responsible to implement the Programme and State Minority Affairs Department will
monitor the progress of the project.
Q.5. What is the eligibility criterion for training centre?

Training centre would be having valid CSC ID/OMT ID with proven training and facilitation
credentials in the domain of education/IT literacy. They must have sufficient computer
infrastructure and internet connectivity and shall facilitate IT infrastructure to the identified
Madrasas/school in District/Block/Gram Panchayat/Village for the project duration.
Q.6 Who shall appoint a CSC Training Centre?
State CSC-SPV team shall appoint the CSC Training Centres.
Q.7. Who approves a Training Centre?

A training centre is approved by the CSC-SPV after scrutiny and login credentials are
created, then only a training centre shall be able to login to the cybergram yojana portal.
Q.8. What are the responsibilities of a training centre?

The responsibilities of a Training Centre are :
 Imparting the appropriate training course to beneficiaries eligible under the project,
including providing course materials.
 Registering the beneficiaries, marking the attendance, and conducting the continuous
assessment using the OMA-cum-LMS.
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 Keeping a record of all beneficiaries that enroll in the course, certifying their
attendance and ensuring that the beneficiary appears for the examination.
 Providing 30 hours free internet service to passed candidates.
Q.9. What is the duration of the training Programme?

The duration of the training Programme is 39 hours.
Q.10. What is the benefit to the candidate?

After studying 39 hours course and clearing the online assessment, candidates will be
certified by NIELIT with certificate of Basic of Computer Concept.
Q.11. What are the training fees under cybergra yojana?

If the candidate passes the exam, a training centre will get 600 INR per candidate as training
fees and 450 INR per candidate is keep internet service/ Voucher fees. Payment will be
made only for candidates who pass the examination.
Q.12. What are different login portals?

Training centre/Schools/Students will use :
 www.cybergramyojana.in/centre - Registration process and downloading study material.
 www.cybergramyojana.in/student - To complete online assessment and take exam for

student.
 Madrasas/School head will use www.cybergramyojana.in/admin to approve students.
CSC-SPV will provide login credential to CSC training centres and school heads. Student will
get registration number/username and password after registration by training centers.
Q.13. Whom should a training centre contact to resolve issues during

implementation of the project?
Any Training centre can contact helpline number 180030003468 (ext. 924/913) for any query.
Q.14. How can VLE/ Training center share their stories of change with us?
Training centres may share/like thoughts on facebook page
(https://www.facebook.com/CyberGram-Yojana-995554617121461/). They can also
submit an URL of video clip / event photos as "story of change" through form and mobile
app. For more information go on http://www.cybergramyojana.in/stories-of-change.html
1. Shahnawaz Rashid General Manager 7889593689 shahnawaz.rashid@csc.gov.in
58
CHAPTER - 7
Legal Services
59
CH-7A : Legal Literacy Project (LLP)
Q.1 What is Legal Literacy Project?

Legal Literacy is about Basic awareness about rights and duties enshrined in the
Constitution. It is Knowledge of law; it is power and it helps self realization.
Q. 2 What are the primary objectives of the Programme?

The approach of the project was structured to achieve the primary key objectives which are
as follows :
 To identify citizens in the neighborhood who deserve legal aid or assistance.
 To spread legal literacy and awareness related to rights by conducting sessions by

gathering 40 participants from neighboring areas.
 Strengthen rural people so that they know and understand the primary levels of laws
recognize them and challenge injustices much more forcefully.
Q.3 Who are targeted beneficiaries/ group?

The project covers communities from marginalized section and underprivileged
beneficiaries/groups/Women.
Q.4 How will this Programme be implemented?

The implementation Process is shown below –
Identification of Inviting gram

Registration of
CSCs panchayat
the participants
members
Conduct of Identification and

Baseline survey mobilization of the Conduct of
community by VLEs session
Development of
Master Training Impact
IEC materials and
OMA of VLEs Assessment
Q.5 What is the eligibility criterion for CSC Centre?

CSC centre would be having valid CSC id/OMT id with proven training and facilitation
credentials in the domain of education/.They must have sufficient computer infrastructure
and internet connectivity and shall facilitate to the identified in
District/Block/Panchayat/Village for the project duration.
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Q.6 Who shall appoint a CSC Centre?
State CSC-SPV team shall appoint the CSC Centres.
Q.7 What are the responsibilities of a CSC centre?

 To create awareness for the beneficiaries eligible under the project, including providing
study materials.
 Registering the beneficiaries, marking the attendance, and conducting the Impact
assessment.
 Keeping a record of all beneficiaries, who attend the awareness session.
 CSC Centre to register the participants in the Online Monitoring Application (OMA) and
to upload session images at the end of the session.
Q.8 What is the duration of the training Programme?

The duration of the training Programme is 2- 3 hours
Q.9 What is the benefit to the beneficiaries?

After studying 2-3 hours and clearing the online assessment, beneficiaries will be certified
by Department of Justice, Ministry of Law and Justice, Government of India.
Q.10 Who should a training centre contact if it comes across any challenges during
the implementation of the project?
Any Training centre can contact helpline number 180030003468 (ext. 150/153) for any
query.
Q.11 How can VLE/ CSC centre share their story of change with us?
CSC centres may share their story through mailto State Team & Centre Team.
1. Miss Lay Smriti Guria Senior Manager 8860470684 smriti.lay@csc.gov.in
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CH-7B : E-legal Service
Q.12 What is e-legal service ?

E-Legal service is a platform to provide the legal consultancy to citizen through the CSCs
present in rural locations at their doorstep.
Q.2 How does e-legal service work ?

Through e - legal service, a citizen can consult the lawyer via video conference.
Q.3 What are the basic technical requirements ?

Following are the basic requirements to conduct a video conference session.
 Web cameras
 Headphone/Speakers
 Good Internet connectivity with at least (1 Mbps)
Q.4 What are the kind of cases admitted through this service?
Following are the cases which can be addressed through e-legal service :
 Maintenance
 Divorce
 Education
 Consumer Disputes
 Medical Negligence
 Criminal matters
 Delay or rejection in providing basic services (Ration card, BPL card, Electricity and
Telephone connection, Passport etc.)
Q.5 What are the documents required to register the case of the citizen?
If a citizen has any document related to the legal case, it will definitely help the lawyer to
understand the case better and to give advice. However, it is not mandatory.
Q.6 Is there any fee/charge to be paid by the citizen?

Yes, citizens have to pay Rs. 50/- for each consultancy.
Q.7 What are the responsibilities of the VLE?

 VLE to register the citizens followed by adding the case in the e-legal service
portal to book an appointment on behalf of the citizen.
 He/she also have to conduct the session between citizens and lawyer as per the
assigned date and time mentioned in the appointment.
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Q.8 what is the responsibility of citizens who wants to seek the service?
As per the scheduled appointment, citizens have to be present at the CSC centre. Otherwise,
the appointment will be cancel.
Q.9 How do I know if I scheduled the appointment correctly?

Shortly after you have scheduled the appointment by making the payment, you will get a
confirmation slip that will contain the following information :
a) The date and time of the scheduled appointment.

b) Advocate /Lawyer’s name.
c) Amount paid.
Q.10 How many appointments can be scheduled in a day?

There is no limit of scheduling the appointment.

1. Shri Pradeep Singh Executive 8750160831 pradeep.singh@csc.gov.in
2. Sahid Parvez 9868841750 sahid.parvez@csc.gov.in
63
CH-7C : Tele – Law Service
Q.1 What is Tele-Law service?

Tele- Law is a legal service provided by the Department of Justice (DOJ - Ministry of Law,
GOI) in partnership with Ministry of Electronics and Information Technology (MeiTY )
through CSC e-Governance Service India Limited, for mainstreaming legal aid to the
marginalized communities in India by use of Communication and Information Technology
for delivery of legal information and advice.
Q.2 In which States the Service is available ?

Currently, Tele-Law Service is available for the states of Uttar Pradesh, Bihar, Jammu &
Kashmir, Assam, Arunachal Pradesh, Meghalaya, Nagaland, Manipur, Tripura, Sikkim and
Mizoram.
Q.3 Who provides Tele-Law service?

Tele-Law service is provided through Common Services Centres (CSCs). Tele-Law service is
currently available through 1000 selected CSCs spread across Uttar Pradesh and Bihar, and
another 800 selected CSCs across Jammu & Kashmir, and eight States of the North East.
Q.4 Who can avail of the Tele-Law service?

Any Citizen of India domiciled in Uttar Pradesh, Bihar, Jammu & Kashmir, Assam, Arunachal
Pradesh, Meghalaya, Nagaland, Manipur, Tripura, Sikkim or Mizoram – facing a legal issue
or in need of legal advice and counseling, may use this service. Citizens belonging to the
marginalized section of society will be provided this service free of cost.
Q.5 How can I find the nearest CSC that provides Tele-Law service?
You may search for your nearest CSC providing Tele-Legal Services on CSC Portal. You can
also ask for a list of CSCs in your area at the Gram Panchayat Office or District Headquarters.
The Para Legal Volunteer in your area will guide you to your nearest CSC providing the
Tele-Law service.
Q.6 What is the role of a VLE in Tele Law?

VLE is a Village Level Entrepreneur that runs the CSC in your area and enables the Tele Law
Service through his centre. You can also approach the VLE directly by going to the CSC and
enquiring about the service. The VLE will :
 Make you speak to a PLV (Para Legal Volunteer) stationed at his center who will give
you basic guidance and counseling.
 Register you for the Tele-Law Service by uploading your details in an information
form on the Tele-Law portal. He will also upload and scan the required documents
furnished by you.
64
 Generate an online appointment to connect you with a Panel Lawyer via a VCF
(Video Conferencing Facility/ chat and/or telephone available in his CSC.
Q.7 Who is a PLV?

 PLV is a Para Legal Volunteer deployed in your area by National Legal Services
Authority/ State Legal Services Authority/Department of Justice for facilitating the
Tele-Law Service.
 A PLV is stationed at the CSC in your area. PLVs will be stationed at 1800 Panchayats
identified.
 A PLV is not a lawyer, but has basic understanding and knowledge of legal process.
Q.8 What is the role of a PLV in Tele Law?

A PLV will :
 Give information about Tele Law Service to citizens in community gatherings and
public places.
 Identify citizens in rural and remote areas in need of legal advice and information.
 Understand nature of the legal issue faced by the citizen.
 Facilitate registration of case at CSC, ask for documents such as Adhaar and Bank
Account if any.
 Facilitate pre-appointment with panel lawyer, send a SMS for appointment reminder
or change in schedule.
 Connect citizen to the Panel Lawyers through video conferencing facility at the CSC.
 Keep track of progress of applicant’s cases/grievances and maintain its record.
Q.9 Where can I find a PLV?

You can find a PLV stationed at the CSC in your area. You may also find a PLV at Anganwadi
meetings, Village Panchayat public meeting, Market place, youth club, community centre,
mahila mandal, women SHGs, etc.
Q.10 Who is a Panel Lawyer?

A Panel Lawyer is a legal expert stationed at NALSA/SALSA/CSC e-Governance Services
India Limited. A Panel Lawyer is a tele-consultation expert who can give legal advice and
opinion to the citizen through VCF/chat or telephonic services available at the CSC.
Q.11 What is the role of a Panel Lawyer in Tele-law?

A panel lawyer will :
 Study the information and matter provided by you through the PLV on the Tele Law
system at the time of Pre-Appointment with at the CSC.
 Connect with you over VCF for a period of 20 minutes to discuss your matter, give
you legal advice and recommendations for further action to be taken by you.
65
Q.12 How can I get an appointment with a Panel Lawyer?
The PLV or the VLE will help you to get an appointment with the Panel Lawyer.
Appointment with Panel Lawyer is fixed for the next day after you register for the Tele-Law
Service with the CSC. You can avail of maximum 3 appointments for the same case with the
Panel lawyer assigned to you.
Q.13 What documents does citizen need to furnish to use the Tele-Law service?
 Citizen will need to provide personal information and Aadhaar Number (wherever
applicable).
 In case citizen belongs to marginalized section of society, citizen will need to provide
proof of the same. List of documents that are accepted as proof for marginalized
section persons is given in the Table below.
 Marginalized section citizens also need to give bank account details for refund of
service fee. PLV can also guide you regarding case related or any other documents to
be provided.
Category of marginalized persons
Sl. No. Type of Documents to be submitted at CSC
(Section 12 of LSA Act, 1987)
1 Women Nil
2 Children Nil
Category of marginalized persons (Section 12 of LSA
3 Sl. No.
Act, 1987)
4 Victims of Trafficking Self-declaration or police FIR Copy
Doctor certificate/declaration from a family member/
5 Mentally Ill and differently abled people
guardian
6 Victims of Natural Disaster/Ethnic Violence Self Declaration
Workers in the unorganized sectors, industrial Job card, bank account, Jan-Dhan account, others
7 workers (please specify)
Doctor certificate, declaration by self, family member,
8 Victims of Acid Attacks
guardian
Doctor certificate, declaration by family members,
9 Victims of Drug abuse
guardian
10 People with low income groups BPL Card, any other income certificate (please specify)
11 Senior Citizens Aadhaar Card, Ration Card, Voter Card, Self-declaration
Q.14 What is the cost of using Tele-Law service?

Citizen has to pay Rs. 30 for availing of the Tele-Law Service. It will include counseling by
PLV and one appointment with Legal expert over VCF/chat or telephone for a fixed timeslot
of 20 minutes. In case the Panel Lawyer reschedules the appointment, the citizen needs not
pay for the rescheduled appointment.
Q.15 I belong to marginalized section of society, what benefit can I get from the
Government for Tele-Law ?
Tele-law service is free for citizens belonging to marginalized section of society. The
amount paid by them at the CSC will be reimbursed through Direct Bank Transfer (DBT).
For this, they have to provide their Bank account details to the VLE.
66
The following citizens belong to Category of marginalized persons (Section 12 of LSA Act, 1987) :
 Women
 Children
 Persons belonging to SC/ST communities
 Victims of trafficking
 Mentally ill and differently abled people
 Victims of natural disaster/ethnic violence
 Workers in unorganized sector/industrial workers
 Victims of acid attack
 Victims of drug abuse
 People of low income group
 Senior citizens
Q.16 How can I make payment for the Tele-Law service availed by me?
You can pay the VLE for the Tele-Law service by cash/ digital wallet.
Q.17 Will my case be kept confidential if I use the Tele-Law service?

Yes, your case will be kept completely confidential by the Panel Lawyer, PLV, as well as the VLE.
Q.18 What should I do if I miss my appointment with the Panel Lawyer?

 If you miss your appointment with the Panel Lawyer then you will have to seek a
fresh appointment.
 Fee paid by you for the missed appointment will be forfeited.
 However, in case your appointment is not completed because of absence of the Panel
Lawyer, VLE/PLV will reschedule your appointment for which you need not pay again.
Q.19 Is there a grievance redressal forum for Tele-Law Service? Where can I
make a complaint?
Yes, you can email your grievances to telelaw.grievance@csc.gov.in or contact the grievance
cell on ph NUMBER
Q.20 What are the technical requirements for a PLV to provide Tele-Law
Services?
 Web cameras
 Headphone & Speakers
 Good Internet connectivity with at least (1 Mbps)

1. Shri Pradeep Singh Executive 8750160831 pradeep.singh@csc.gov.in
2. Sahid Parvez 9868841750 sahid.parvez@csc.gov.in
67
CH-7D : Tele-centre Entrepreneur Course (TEC)
Q1. What is CSC Academy ?

CSC Academy is a society under the Societies Registration Act 1860 (Act 21 of 1860) having
its registered office in Delhi.
Q2. What is Telecentre Entrepreneur Courses (TEC) ?

The course is for all the CSC VLEs and Citizens who can become a certified VLE. Through
this course a citizens can open his/her CSC centre (Digital Centre) and preference will be
given to the certified VLEs for all the existing and upcoming projects in CSC. This course is
useful for anyone with budding talent to start an Information & Communication Technology
(ICT) based Centre so that community may be served with digital technology.
Q3. What is the main objective of the programme ?

Ans:Main objective of the Telecentre Entrepreneur Course (TEC) is to aware the Village
level Entrepreneur (VLE) and citizens about the various government services provided by
Common Services Centre and to make them certified under Telecentre Entrepreneur Course
(TEC), A course designed to accelerate the growth and success of entrepreneurs through
various services that could include physical space, capital, coaching, common services, and
networking connections.
Q4. What is the eligibility criterion for Telecentre Entrepreneur Course (TEC) ?
All the CSC VLEs or Citizens who can become a certified VLE under Telecentre Entrepreneur
Course (TEC).
Q5. Where can Candidate/VLE registerfor the Telecentre Entrepreneur Course ?

VLE can register by logging in to http://www.cscentrepreneur.in
Q6. How to register for Tele-Entrepreneurship Course ?

The following steps are to be followed to register for Telecentre Entrepreneurship course –
Step 1 : Log In at http://cscentrepreneur.in/

Step 2 : Click on LOGIN with CSC Connect Tab.
Step 3 : Sign In with your CSC/OMT ID and password.
Step 4 : Click on the ‘YES’ tab to Authorize and continue.
Step 5 : Fill the details that would be appearing on the screen and upload the picture
followed by click on SUBMIT tab.
Step 6 : Login with User name and Password.
68
Q7. How much is the Telecentre Entrepreneur Course Fee ?
Rs 1000/- + GST (non refundable)
Q8. What is the benefit to the candidate/VLE ?

After studying the Telecentre Entrepreneur course (TEC) and clearing the online
assessment(s), candidates will be certified under Telecentre Entrepreneur course (TEC).
Q9. What is the duration of the training program ?

The duration of the training program is 40 hours.
Q10. No. of Modules covered under Telecentre Entrepreneur Course (TEC) ?

The following 10 Modules constitutes the Telecentre Entrepreneur Course (TEC).
Module 1 : Fundamentals of Telecentre
Module 2 : Entrepreneur & Entrepreneurship
Module 3 : G2C & B2C Services
Module 4 : Common Services Centre Scheme
Module 5 : Digital Seva Portal
Module 6 : Digital Securities and Wellness
Module 7 : Finance and Accounting
Module 8 : Goods and Services Tax (GST)
Module 9 : Soft Skills
Module 10 : Business Communication
Q11. Is it mandatory to clear all the Assessments to get certified ?

Yes, it is mandatory to clear all the 10 Assessments to get certified under Telecentre
Entrepreneur Course (TEC).
Q12. How a Candidate/VLE can get certificate under Telecentre Entrepreneur

Course (TEC)?
After clearing all the Assessments successfully, Candidate/VLE can download the certificate
online through TEC portal.
Q13. Where a Citizen/VLE can contact for any query/concern related to the
Telecentre Entrepreneur Course (TEC) ?
Email : Mr. Varun Chauhan, Email: varun[dot]chauhan[at]csc[dot]gov[dot]in &
Mr. Deepak Sharma, Email:deepakkumar[dot]sharma[at]csc[dot]gov[dot]in

1. Shri Deepak Kumar Sharma Executive 9312957382 Deepakkumar.sharma@csc.gov.in
Also -
Call : 1800 3000 3468 for any queries related to Telecentre Entrepreneur Courses
69
CHAPTER-8
Other Educational Services
70
CH-8A : NIELIT Courses
Q.1 What is the minimum age required for applying for CCC Examination?
Since this is a course on computer appreciation, there is no minimum or maximum age limit
for applying for CCC Examination.
Q2. What is the fee of CCC Examination?

The examination fee is Rs 500+ GST.
Q3. What is the schedule of CCC examination ?

CCC-Monthly examination cycle (EMEC):
Q4. What documents need to be submitting along with the examination form ?
w.e.f 1-Feb-2014, no documents are required to be submit at NIELIT Centre.
Q5. How many papers are there in CCC examination ?

Only 1 paper.
Q6. What are the minimum marks required qualifying CCC successfully?
50 % marks are the minimum marks required.
Q7. What is the mode of examination ?

The examination is conducted in Online mode i.e. no pen/pencil/paper is required.
Q8. How many questions to be attempt and what is the duration of examination ?
Examination of CCC comprises of 100 objective type questions of 1 mark each, and the
candidate is required to attempt the 100 questions in 90 minutes. There is no negative
marking.
Q9. Where I can check the result of CCC Examination ?

The result will be declared on the NIELIT website http://student.nielit.in.
Q10. If I pass the CCC examination, who will issue the CCC certificate ?
The CCC certificates to the successful candidates will be issued by the NIELIT.
Q11. If I pass the CCC examination, can I have to collect my CCC certificate from
NIELIT or it will be dispatched to me ?
The CCC certificate to the direct candidates is dispatched to the candidates directly.
Q12. What is the fee of BCC Examination ?

The examination fee is Rs 450.00 + GST
71
Q13. Can I change my Photograph/ Signature after locking my profile ?
No, you cannot change your Photograph/ Signature/ LTI after locking your profile.
Q14. The photograph shown in the preview is too small/big, what can be done to rectify
it ?
You have to upload a clearly scanned latest Passport size Photograph (3.5cms x 4.5cms) in
.jpeg format, limited to 50 KB.
1. Ms Tripti Jain Senior Executive 9868630121 tripti.jain@csc.gov.in
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CH-8B : NIOS Service
Q1. What are the Courses offered by NIOS ?

NIOS offers the following 2 courses :
1. Secondary Course-Equivalent to class X
2. Sr. Secondary Course-Equivalent to class XII
Q2. Whether Secondary/Sr. Secondary School Certificates obtained from NIOS have
the same recognition as other Boards ?
Yes. The Secondary/Sr. Secondary certificates obtained from NIOS have the same
recognition as certificates issued by other Boards.
Q3. Whether change of subject is possible after taking admission?

Yes. A learner can change one or more subjects or take one/two additional subjects during
the admission period of five years, provided the total number of subjects does not exceed 7.
Q4. What is the choice of medium offered by the NIOS at the Secondary/Sr.
Secondary Courses?
NIOS offers Secondary courses in English, Hindi and Urdu, Telugu, Gujarati Malayalam, Odia
and Marathi, and the Senior Secondary courses in English, Hindi, Urdu and Bengali
mediums.
Q5. Whether a learner can write examination in any scheduled Regional Language ?
Yes. A learner can write examination in any scheduled Regional Language though question
paper will be bilingual i.e. in English and Hindi or available regional medium.
Q6. Can certified learners appear for various Competitive Examinations ?

They can. NIOS learners do appear and compete in various competitive examinations.
Q7. From where should a learner get study materials?

Admitted learners should collect study materials from their respective NIOS Regional
center without any extra payment.
Q8. In which month NIOS holds its Secondary/Sr. Secondary Public Examinations ?
The Public Examinations are held twice a year in the months of April-May and October-
November on dates fixed by NIOS.
Q9. Is it necessary to have a two years gap between passing of Secondary and Sr.
Secondary Examination ?
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Yes, a two years gap is essential between passing of secondary and Sr. Secondary
examination. If a learner does not have the requisite gap of two years, he/she can appear in
maximum of four subjects only in the first year. He/she will be eligible to appear in
remaining subjects only on completion of two years gap.
Q10. How do the learners find examination results?

Results are made available on NIOS web site. On successful completion of the course as per
certification criteria, a learner is provided Mark sheet, Migration Certificate and Provisional
Certificate through Accreditation Institute.
Q11. How does a learner know about his/her examination centre and schedule of
examination ?
 The schedule of examination is made available on the web site (nios.ac.in) about a
month before the commencement of examination.
 The information about the examination centre is made available through the
Accreditation Institutes as well as from the NIOS Web site about a week before the
commencement of examination.
 This information is also sent to the learners by post.
74
CH-8C : Basic Computer Course
Q1. What is a BCC Course?

It is an online Computer Training Programme. BCC stands for Basic Computer Course.
Q2. What is the minimum age required for applying for Basic Computer Course ?
Since this is an online training, there is no minimum or maximum age limit for applying for BCC.
Q3. What is the fee of the BCC Course ?

The course fee is Rs 354/- only.
Q4. What is the Commission of VLE ?

VLE Commission is Rs. 180/- per student.
Q5. What is the mode of examination ?

There is no Examination after completion of training only assessment.
Q6. What is the language used in training ?

The language used in training is Hindi and English.
Q7. If Candidate completes the BCC training, who will issue the BCC certificate?
The BCC certificates to the successful candidates will be issued by the CSC Academy.
Q8. How can a candidate get the Certificate?

Candidate gets the soft copy of the Certificate on registered Email Id and the hardcopy is
sent on the postal address.
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CH-8D : Online English Speaking Course
Q1. What is the course?

It is an English speaking course.
Q2. What is course the duration ?

The course duration is of 50 hours. This is in addition to the Conversational English course,
of 15 hours. Hence, the total course duration is of 65 hours approximately.
Q3. What is the Course fee ?

The course fee is Rs 708/- per Student.
Q4. What is the Commission of VLE ?

VLE Commission is Rs. 360/- per student.
Q5. What is the language used in training ?

The language used in training is Hindi, English and Marathi.
Q7. How can a candidate get the Certificate ?

On successful completion of the course, a ‘Digital Certificate’ will be awarded.
1. Ms Bhagwati Jamal Manager 9654034882 bhagwati.jamnal@csc.gov.in
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CH-8E : Tally Courses
Q.1 Who can register for this course ?

 Candidate who is interested in making Tally and wants to pursue it as career choice can
opt for this course.
 Candidate from any background can register themselves for this course.
Q.2 What is the Language of content ?
Online content is in English language.
Q.3 How to register candidate ?

 Click on the Add student
 Fill candidates details
 User ID and Password of student will be sent to their Mail Ids
 Now candidate can avail the course
 Student Link: http://52.77.82.144/tally/student
Q.4 What will be the User ID and Password for Tally portal ?
 VLEs CSC ID is the User ID and Mobile Number is the Password.
 Later VLE can change their password.
Q.5 VLE cannot login with their mobile number ?

Click on the ‘Lost Password’ tab. Your Password will be sent to your register MAIL ID.
Q.6 Can VLE change his Password ?

Yes, VLEs can change their password from their Dashboard.
Q.7 Can VLE change their details ?

Yes, VLE can edit their profile, by clicking on EDIT tab provided at their DASHBOARD.
(Only Name, Mobile Number, E-Mail ID can be edited)
Q.8 What are the User ID and Password for the candidate ?
Candidates Credentials are :
 User name : Candidates Mail ID (Filled at the time of registration)
 Password : Candidates Mobile Number (Filled at the time of registration)
Q.9 Can VLE change candidate’s details ?

Yes, candidate’s details can be changed. (Only Name, Mobile Number, E-Mail ID and
Address)
Q.10 What is the examination process ?
Ans. Candidate can appear for the examination after one month of registration. He/she can
appear only twice for the examination.
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Q.11 What will be the language of Tally Exam ?
Language of Tally examination will be in English.
Q.12 Will there be any Mock test to prepare candidate for final Tally
examination ?
Yes, candidates can appear for a Mock test for any number of times.
Q.13 Tally examination will be subjective or objective ?

Tally examination will be an online process, where candidate have to choose one correct
answer from the given options.
Q.14 What will be the format for questions ?

Question will be in the format of Multiple Choice Questions.
Q.15 How many questions will come?

In Tally examination, 50 questions each of one mark will be asked. Candidates have to score
16 or more to pass the examination.
Q.16 What will be the duration of Tally Exam ?

Candidate will have one hour to finish their examination.
Q.17 Question 19. Where will be the examination centre ?

VLE’s CSC centre will be the examination centre.
Q.18 Where will be candidates result get uploaded ?

Candidate can see their result on their dashboard.
Q.19 When will candidate get the certificate?

Once candidate passed the examination, their certificate will be uploaded in 2 days.
Q.20 Certificate will be online or offline ?

Certificate will be in digital form. Candidate can download it form their dashboard.
Q.21 What if candidate failed in his/her first attempt ?

Candidate will be given two attempts to clear the examination. On failing first time, he/she
can appear again after 15 days of first examination date. No third attempt will be given to
candidate.
Q.22 Will there be any grading system ?
Yes, candidate will be given grades according to the marks they obtained.
Below grading pattern will be followed for Tally Certification :
Marks Obtained Grade
24-16 "D" Grade
34-25 "C" Grade
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44-35 "B" Grade
50-45 " A" Grade
Q.23 Do candidate need to download the Tally ERP software ?

To download the Tally ERP software, students have to click on the ‘Tally Software’ link on
their dashboard.
Q.24 Can student see the sample copy of the certificate ?

Sample certificate can be downloaded from the Dashboard.
Q.25 Is Book compulsory for the course ?

Ans. No, if a candidate can learn easily and satisfies from the online Flash content then they
don’t have to order for the book.
Q.26 DO VLEs will get any promotional content to promote this service ?
Yes, VLE will be provided with soft copy of Tally Promotional Pamphlet design. They can
download it from their dashboard and can put it outside their CSC centre.
Q.27 What will be provided in the promotional content ?

VLE will get two files. One will be the Image of Pamphlet. Second will be the CORAL DRAW
file. To open these files, VLE should have Coral Draw 14 or above in their computer.
Q28. Where can I contact for technical and other support ?

Kindly share your query on helpdesk support system.
Q 29. Why there are two links for downloading Tally Software ?
1. Tally.ERP 9 Rel 3.2 (Older Version ) For Flash Content and Tally Book. This tally
setup file should be downloaded by those who will be teaching Tally Course from
Tally Flash Contents and Book
2. Tally.ERP 9 Rel 5.4.1 ( Latest Version ) For Tally Video Tutorial. This tally setup file
should be downloaded by those who will be teaching Tally from Tally Videos
Tutorials.
Q30. Where to contact for any other support ?

Kindly contact on : Mail: helpdesk@csc.gov.in, tallymail9@gmail.com, sonu@csc.gov.in

1. Ms Bhagwati Jamal Manager 9654034882 bhagwati.jamnal@csc.gov.in
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CH-8F : IGNOU Courses
Q1. Can I apply online for all the Programme offered by IGNOU ?
You can apply for all the academic Programme on offer through the Common Prospectus in
January 2018 session. For details of the Programme on offer, please see the Common
Prospectus at :
http://www.ignou.ac.in/userfiles/common_prospectus_2017_eng.pdf
Q2. Is it compulsory to register myself before submitting an admission form online

?
Yes, it is compulsory to register with our Online Admission System
(https://onlineadmission.ignou.ac.in/admissioin) before you can submit your admission
form online.
Q3. What are the benefits of applying online as compared to submitting admission
form offline at the regional centre ?
Online submission of application forms is preferable for the following reasons:

 Admission form submission is instant.
 Confirmation of successful submission is instant through email and SMS.
 Documents are uploaded online and there is no need to send the hard copy of the
admission form and documents by post to the Regional Centre.
 The payment is accepted online instantly, so there is no need to get the Demand
Draft prepared.
 In case of rejection of admission form due to ineligibility or any other reason, refund
of fee is made electronically into the credit/debit card/net banking account from
which payment was made.
Q4. Can I use one E-mail address to fill multiple admission forms ?
Yes, you can use one E-mail address to fill multiple admission forms. However, rules related
to simultaneous registration to academic Programmes apply.
Q5. If the power/internet connection fails during the application process, what
should I do ?
Since the data is saved at the end of every stage with the 'Save' button, your data is
automatically saved till the previous stage. If you are within a particular stage and the
system is interrupted due to power failure or loss of connectivity, then your current stage
data will not be saved. Please log in again using your ID and password and complete the
form submission process from the stage where the system got interrupted.
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Q6. What is the detailed process for submission of online admission form ?
The submission of admission form passes through the following stages:
 Open the URL (https://onlineadmission.ignou.ac.in/admission)
 Complete Registration process (which creates ‘User Name’ and ‘Password’ for you)
 Your ‘User Name’ and ‘Password’ is informed through SMS and email
 Re-login to the system using your ‘User Name’ and ‘Password’
 Fill Admission Form online
 Upload your recent Photograph (maximum size 100KB in JPG format)
 Upload your specimen signature (maximum size 100KB in JPG format)
 Upload scanned copies of the relevant documents (maximum size 400KB each
document in JPG/PDF format)
 Read the declaration and check the ‘Declaration’ box
 Preview your data and confirm details
 Make payment of Fee through the Credit/Debit card/Net Banking
 Payment confirmation message is sent to you through SMS and email
 Press Next button to see the form preview
 Take Print/Save your filled in Registration Form
Q7. How should I pay the Programme fee ?

Programme fee for online Admission can be paid through CSC Wallet, credit/debit card/ net
banking.
Q8. Can I apply for both PG and Certificate and UG and Certificate Programme
through a single application form ?
No, for each Programme you have to submit a separate Admission Form with requisite
Programme fee. You can register for a certificate Programme along with a Degree, Diploma
or another Certificate Programme. However, two diploma or degree Programme cannot be
taken simultaneously. For further details please refer to the Prospectus
at http://www.ignou.ac.in/userfiles/common_prospectus_2017_eng.pdf.
Q9. After Payment of the Admission fee, what information shall I receive
through email/ SMS ?
You will get the confirmation of payment made by you through SMS as well as email.
Q10. Where do I have to contact after successful submission of form ?

Once the Admission Form is successfully submitted you will receive a confirmation to that
effect. The University will provide you further information with regard to confirmation of
your admission, allotment of study centre and other details for induction etc. in due course.
81
Q11. Is it possible to change my Programme before final submission of
admission form ?
Yes, the Programme can be changed. For details please refer to the Prospectus
athttp://www.ignou.ac.in/userfiles/common_prospectus_2017_eng.pdf.
Q12. If there is any discrepancy in the admission form, from where and within
which time shall I get the information about the same ?
In case of error in factual information submitted by you in the Admission form, you may
contact the Centralised Student Registration Cell for the same.
Q13. What is the time frame for getting confirmation of my admission ?

The admission form submitted by you needs to be scrutinized, verified and accepted by the
Regional Centre concerned for confirmation of your admission. The Regional Centre shall
communicate with you as soon as the process is completed.
Q14. Is it mandatory to upload/attach a photograph and scanned copy of the

educational documents while submitting the form online ?
Yes. It is mandatory to upload the photograph of the desired size and scanned copies of the
documents in support of your eligibility for admission to the desired Programme. In the
absence of relevant documents your admission form is liable to be rejected.
Q15. What are the documents to be submitted for applying for certificate,
diploma, P G Diploma and Post Graduate Programme of IGNOU ?
The details of document(s) required to be uploaded are displayed on the Online Admission
System. For further details you may also refer to the Prospectus
at http://www.ignou.ac.in/userfiles/common_prospectus_2017_eng.pdf.
Q16. If a particular Programme is not reflected under the regional centre under
which I am applying, what should I do ?
If the name of a particular Programme does not appear in the list of the Programme
available at a particular Regional Centre it simply means that the Programme is not
available in that Regional Centre. In such a case you may opt for the nearest Regional
Centre/Study Centre where the Programme is available.
Q17. If I want to withdraw from the Programme after confirmation of my

admission, shall I get my fee refunded ?
Fee once paid will not be refunded under any circumstances. It is also not adjustable against
any other Programme of this University. However, in cases where University denies
admission, the Programme fee will be refunded after deduction of processing fee, if any,
electronically to the credit/debit/net banking account from where payment was made.
82
Q18. As a student of IGNOU, shall I get access to library facility ?
The students who seek admission to a Programme of the University through Online Admission
System will get the same facilities as those who join the Programme in off-line mode. In case you
are staying in the city where your Regional Centre is located, you can make use of the library at
the Regional Centre. In addition, you can also use the multimedia facility (recorded audio/ video
lectures, etc.) at the Regional Centre. Your Study Centre is also equipped with
library/multimedia facility. You may use the facility during the working hours of Study Centre.
Q19. What is Credit System ?

The University follows the ‘Credit System’ for all the Programme. Each credit in our system is
equivalent to 30 hours of study comprising all learning activities (i.e. reading and
comprehending the print material, listening to audio, watching video, attending counseling
sessions, teleconference and writing assignment responses). Thus, a 4-credit course involves
about 120 hours of study. This helps the learner to know the academic effort he/she has to put
in, to successfully complete a course. Completion of an academic Programme (Degree/
Diploma/ Certificate) requires successful completion of the assignments, practicals, projects
and the term-end examination of each course in a Programme.
Q20. What is the system of evaluation followed by IGNOU ?

The system of evaluation in IGNOU is different from that of conventional universities.
IGNOU has a multi-tier system of evaluation - self-assessment exercises within each unit of
study, continuous evaluation mainly through assignments which are tutor-marked, practical
assignments and seminar/workshops/extended contact Programme, term-end
examination, project work, etc. The evaluation of learners depends upon various
instructional activities undertaken by them. A learner has to write assignment responses
compulsorily before taking term-end examination from time to time to complete an
academic Programme. A learner has to submit tutor marked assignments (TMA) responses
to the Coordinator of the Study Centre concerned to which s/he is attached.
Q21. Can I join two Programme of IGNOU at a time ?

Students who are already enrolled in a Programme of one year or longer duration can also
simultaneously register themselves for any Certificate Programme of 6 months' duration.
However, if there is any clash of dates of counseling or examination schedule between the
two Programme taken, the University will not be in a position to make adjustments.
Simultaneously pursuing two academic Programme of one year or longer duration either
from the same University, or one from the Open University (under ODL mode) and the other
from Conventional University (regular or face-to face mode) is not permitted, as of now,
except add-on courses.
Q22. Is there any provision for scholarship or reimbursement of fee in IGNOU ?

Learners of IGNOU belonging to reserved Categories, viz. Scheduled Castes, Scheduled Tribes
and Physically Handicapped are eligible for reimbursement of fee from the respective state
governments. Further, scholarship scheme of National Centre for Promotion of Employment of
Disabled People (NCPEDP) for Post Graduate level Programme is applicable to the students of
this University also. Such students are advised to apply to the awarding authority directly.
However, at the time of admission all applicants are required to pay the full fee.
83
Q23. I am a foreign national residing in India. Can I take admission in IGNOU ?
Foreign nationals residing in India are eligible to seek admission in IGNOU Programme
through offline mode, provided they have valid student visa for the minimum duration of
the Programme. So if you have a valid student visa for the minimum duration of the
Programme of your choice, you may apply for admission. Please note that you will be
required to pay the fee applicable to foreign students. Details of fee applicable to foreign
students are available on our website at –
http://www.ignou.ac.in/userfiles/Fees%20structures%20of%20Programme%20(Revised)(2).pdf.
Further, admission in Programme having limited number of seats is not available to foreign
nationals residing in India.
Q24. If I move to another city after joining a Programme, can I continue my

studies in the new place, or do I have to come back to my old place for
completing the course ?
IGNOU has a national network of Regional Centres and Study Centres. So in case you change
your place, you can continue your studies uninterrupted from your new place. You only
have to request your Regional Centre to change your Regional Centre/Study Centre Code
and update your new address.
Q25. Are the Degrees/Diplomas/Certificates awarded by IGNOU recognized ?

IGNOU Degrees/Diplomas/Certificates are recognized by all member universities of the
Association of Indian Universities (AIU) and are at par with Degrees/Diplomas/ Certificates
of all Indian Universities/ Institutions, as per UGC Circular letter No. F.1-52/2000(CPP-II)
dated 5th May, 2004, AIU Circular No. EV/11(449/94/176915-177115 dated January 14,
1994, AICTE Circular No. AICTE/Academic/ MOU-DEC/ 2005 dated May 13, 2005 and
UGC/DEB/2013 dated 14.10.2013.
Q26. If I join a Programme of IGNOU, but fail to appear in the examination at the
first instance, will my registration be cancelled ?
Flexibility in pace of learning is one of the important features of IGNOU’s Programme
delivery. Recognizing the fact that all our learners may not be able to study at the same pace
due to various personal reasons, IGNOU has prescribed a ‘minimum’ and ‘maximum’
duration for successfully completing the Programme. Thus, while you can complete your
Programme in the minimum prescribed period, your registration shall remain valid for the
‘maximum duration’ of the Programme. This helps you pace your studies at your
convenience. However, if you are aiming at the University Gold Medal, you must complete
within the minimum prescribed period.
84
CH-8G : SARKARI PARIKSHA
Q1. What is Sarkari Pariksha service ?

Sarkaripariksha is an online platform for helping students preparing for both the State
and Central Government exams.
Q2. Why Sarkari Pariksha Service ?

Traditionally most of the government exams were being held in the pen and paper format.
Hence the preparation for these examinations was only in the same format. Now the
examinations are being conducted online. All the Banking sectors exams are being taken
online, most of the SSC exams are now being progressively being done online. Many of the
teacher eligibility exams are becoming online. The future for these test exams is definitely
“online” and we at Sarkari pariksha are committed to make our students future ready, by
helping them prepare online.
Q3. What are the advantages of Sarkari Pariksha ?

 Upcoming Examinations
 Latest patterns and trends
 Taking the Mock test
 Understands the reports –
 Subject wise report

 Module wise report
 Time Spent Reprt
 Rank Report
Q4. What are other benefits of this service ?
Benefits of Sarkari Pariksha :
 Every Mock Test is provided with 7 types of reports

 These exams requires accuracy and speed and all these reports tell where candidate is;
 The online test is the way forward on all the exams
 Students can easily buy these plans online
 Centres will get their money instantly
 Students who will practice this in your centre will also pay the internet usage
Q5. What is White Label service ?

White label is for those VLEs or Coaching Institute who are working in the field of education.
These centres train candidates in the Government job entrance preparation. But all the
entrance examination like SSC, UPSC, Banking are ONLINE now. Hence traditional methods
of coaching need to be upgrade.
85
Q6. What are the benefits of White Label ?
Benefits of White Level Service -
 Customised website for the WLP giving the full scale of the services
 Buying domain name
 Hosting the website
 Maintaining the web site
 Customised android app for the WLP
 Buying the domain name
 Hosting Maintenance
 Technology integration
Q7. What are the Sarkari Pariksha Plans and VLE commission ?
A. Sarkari Pariksha Plans and VLE commission with other benefits -
Category Features Bonze Silver Gold One Subject RED100
Pack Value (Rs.) 500 750 1400 350 100

No. of Mock Tests 20 20 40 - 5
Details No. of Subject Tests 10 10 20 20 5
Validity 6 Months 6 Months 12 Months 6 Months 3 Months
VLE Commission 240 360 672 168 48
Hindi √ √ √ √ √
Medium
English √ √ √ √ √
B. Retail Services
Product Name Product price Total Commission VLE Share (80%)
Red 100 100 60 48

One Subject Plan 350 210 168
Bronze Plan 500 300 240
Silver Plan 750 450 360
Gold Plan 1400 840 672
CCC 150 150 90 72
CCC 250 250 150 120
GK 200 200 120 96
C. White Label
 Market Price: Rs 15000
 Cost to VLE: Rs 11500
 Cashback to White Label: Rs 16500
1. Ms Manmeet Kaur Senior Executive 8860424121 manmeet.kaur@csc.gov.in
86
CHAPTER-9
Skill Development
87
CH-9A : CAD Course
Q1. What is CAD Course ?

Computer-aided design (CAD) is the use of computer systems to aid in the creation,
modification, analysis, or optimization of a design. CAD software is used to increase the
productivity of the designer, improve the quality of design, improve communications
through documentation, and to create a database for manufacturing. CAD output is often in
the form of electronic files for print, machining, or other manufacturing operations.
Q2. What is the fee of the course ?

CAD Course certification fee is Rs 1650/- per module per candidate registration.
Q3. What is the commission of VLE ?

VLE could charge as per the local market value of the course from the candidate. Course fee
vary from city to city.
Q4. Is CAD course available in both English & Hindi language ?

CAD course is available in English language only.
Q5. What is CAD Course duration ?

CAD course duration is 45 hours/ 1.5 months.
Q6. What will be the benefits for the VLEs ?

VLE Can avail the following benefits :
 Siemens Authorized Training Center for CAD courses free of cost (Franchise fee
is approximately Rs 15-20 lakh in market, with CSC it’s free of cost)
 Course Completion Certificate by 'Siemens PLM Software' to VLEs/Trainers
(nominated by VLE) after successful online assessment.
 Toolkit to VLEs (Digital Content, Software & other relevant data)
 Marketing material (Soft copy of Banners, Flex & Flyers)
 Licensed version Solid Edge practice software to VLE on 10 successful
registrations
 Opportunity to be upgraded as Model CSC CAD Center for higher level of
advance courses of Siemens like NX, Techno matrix if number of registrations
will be more than 100 per month.
 Increase the income of VLE
 This Programme is computer-based training Programme so trainer not require.
88
Q7. What will be the Programme benefits for candidates after course
completion ?
Student will learn the advance technology at very low cost and at standard platform across
the country.
 Student need not to go to training center, they learn on their computer as per their
convenient time
 Become industry ready & job ready professionals
 Get exposed to industry practice
 Improved placement prospects
 Will get Authentic training material and certificate.
Q8. What are the benefit of CAD Course ?

CAD software is used to increase the :
 Productivity of the designer
 Improve the quality of design
 Improve communications through documentation
 Create a database for manufacturing
 CAD output is often in the form of electronic files for print, machining, or other
manufacturing operations.
Q9. Is this a Classroom Course or On-Line Course ?

CAD course content is in digital self-learning form. Students can do offline study at their
home or can use classroom (VLE office).
Q10. How VLE will get study material ?

CSC team will share course content and Solid Edge practice software downloadable link at
candidate mail id entered at the time of registration.
Q11. How VLE/Candidate will get practice software ?

VLE could download the Siemens Solid Edge practice software latest version from SIEMENS
web site or from the downloadable link shared by CSC team.
Q12. What is Examination process ?

CAD Course examination will be conducted online examination after course completion.
Examination consist of MCQs and Passing percentage is 60% for all Modules.
Q13. Who will certify the student on course completion ?

On course completion Siemens Industries Software (India) Pvt. Ltd will certify the
respective candidate who will pass in the examination.
Q14. From where can the VLEs get complete information of the course
includingthe User Manual & other details like Commission, Process of
Transaction ?
VLEs have to send mail at:skills@csc.gov.in
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Q15. Who will be the target Audience for the CAD course ?
Target audience will be ITI students, Diploma students, Engineering students (B Tech, M
Tech).
Q16. What are the career prospects for a candidate after completing the course ?
Candidates can become eligible to apply for the following jobs –
 2D CAD Draftsman, CAD Trainer
 3D Rendering Artist/Visualizer
 Interior Designer, CAD Draftsman Civil,
 Art Installation Designer, CAD Operator and CAD Counselor
Q17. Type of Companies that hire/require CAD expert

There is huge requirements of CAD expert in n number of companies:
 Construction Companies
 Manufacturing and Production Companies
 Automobile Companies
 Art and Design Companies
 Training Companies
Q18. How much disk space do I need to download and install Solid Edge tool ?
Solid Edge content and practice software requires 20GB free space in hard disk.
Q19. I currently use AutoCAD. Where can I get more information about using
Solid Edge in terms I can understand?
Respective VLE’s can contact at helpdesk or write us at skills@csc.gov.inor take help from
SIEMENS Industries (India) Pvt. Ltd. Website -
https://www.plm.automation.siemens.com/en_us/academic/resources/solid-
edge/index.shtml
1. Shri Naveen Sharma Senior Manager 9729980091 naveen.sharma@csc.gov.in
2. Shri Ashwani Tyagi 9811858707 ashwani.tyagi@nic.in
90
CH-9B : PwD Scheme
Q1. What is Persons with Disability (PwD) Scheme?

An initiative taken by CSC and MoSJE are aimed at empowering PwD and to move towards
formulating local and national level strategies for shaping the future of PwDs in India. CSC is
now poised for future growth, driven by National Vision and outreach, with a philosophy
that assigns primacy for PwD to enterprise in the Government sector, Industry and also
individual accomplishments.CSC SPV as Training Partner under National Action Plan for
Skill Training of Persons with Disabilities (Divyangjan) will train the Orthopadically
Disabled candidates through Common Service Centres in five job roles.
Q2. What are those 5 Job roles and what is the job role wise VLE Commission?
Course Duration Course Duration in Minimum VLE Commission
Sector Job Role
in Hours* Months (approx.) Qualification (INR)
IT-ITES CRM Domestic Non-Voice 400 3.3 10th 8448

IT-ITES Domestic Data Entry Operator 400 3.3 10th 8448
Domestic Biometric Data
IT-ITES 400 3.3 10th 8448
Operator
Retail Trainee Associate 280 2.3 10th 5914
Tourism & House Keeping Attendant
250 2 5th 5280
Hospitality (Manual Cleaning)
Q3. What are the types of disability ?

1. Locomotors / orthopaedic (LD/OH)
2. Speech and hearing impart (SHI) Only for House Keeping Attendant (Manual
Cleaning) Job role.
Q4. What should be the minimum disability level of candidate ?

Disability Level - Minimum 40%.
Q5. What is a batch size ?

Minimum 10 candidates and maximum 30 candidates per batch per job role.
Q6. What is minimum infrastructure requirement for a centre to start PwD

batch?
The minimum requirement is detailed in Annexure-E.
Q7. What is Age limit for candidates ?

Age limit- 18 years to 40 years
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Q8. How much payment/amount will a candidate get ?
Candidates will get Rs. 1000/Month of course duration in his/her Aadhaar linked account.
(This is only for successfully passed candidates)
Q9. How to take attendance of candidates ?

 Attendance register must be maintained by VLE
 Minimum attendance 80%
 Classes must be 5 hours per day, six days in week (Sunday and Gazetted holiday off)
Q10. How will VLEs get their payments/amount ?

VLEs will get the commission only for passed candidates in their Bank Account i.e.
registered with CSC.
Q11. Documents need to be collected from Candidates?

Following documents are need to be collected from Candidates :
1. Valid Disability certificate
2. Aadhaar Card
3. Educational certificate
4. Dully signed Trainee undertaking form (VLEs can Download this form from Skill
portal under information Tab)
Q12. What are the Documents that VLEs need to upload on Skill portal ?
The VLEs must have to upload the clear Scan copy of Disability certificate and Trainee
undertaking form of each PwD candidates in batch before starting the batch.
92
CH-9C : Self-Paid Courses
Q1. Are these courses fall under government scheme ?

No, these courses are not under government scheme. Candidate has to pay all fee by his
own. VLE will get his commission at time of payment which is included in course fee.
Q2. Eligibility For self-paid courses ?

These courses are primarily for school dropouts who are looking to train themselves for
useful employment or for workers who want to upgrade themselves.
Q3. Benefits Of these courses ?

These courses are industry certified and content is also created with the help of industry
partners.
Q4. When Candidate get the certificate ?

Candidate will get the certificate only once he passes the exam successfully.
Q5. Is trainer required for these courses ?

As these course as on basis of self-based learning so no such requirement of trainer but if
there is batch for a particular course so it is advised to arrange a trainer for better
understanding.
Q6. How student can learn ?

Ans. These courses are based the 3D methodology where the real time environment has
been created for the better understanding. Digital content allow candidate to learn
candidate anytime, anywhere.
Q7. Links to access the course ?

For Digital Wellness- http://13.126.173.165/skills/lms/
For other courses- https://pod.works/account/login
Q8. What are student/candidate Credentials ?

As per our system default credentials are as for the first time.
User Name: Candidate’s Aadhaar Number
Password: Skills@123
Candidate can change his credentials after first login and these are available on payment
receipt also.
93
Q9. VLE Commission on these courses ?
Ans. VLE commission depends upon the course value and he will get the same at the point
of payment instantly.
Q10. How much candidates required for a batch ?

There is no such limitation in these courses. But it is advised to have 10 students in a batch.
But for DTH Technician minimum number of student per batch will be 20.
Q11. Do these courses provide any job opportunity also ?

No, these are not employment linked courses. They will make you employment ready by
offering the domain knowledge.
Q12. Is this course Online or offline ?

Online
Q13. Are all referred courses available in both Hindi & English language ?
Yes.
Q14. What is the Examination Process?

Online
Q15. Type of Question ?

MCQs passing criteria - 50% for all Modules
Q16. What are the courses available under Self-Paid Courses and what is the VLE
Commission structure ?
The details are given at Annexure-F.
94
CH-9D : Digital Wellness Course
Q1. About Digital Wellness Course ?

Ans: Digital Wellness and Cyber Security Course has been designed to provide the
knowledge of handling the digital Devices in a safe way to the people working (willing to
Work) in Information Technology Industry. The certification will be awarded by CSC in
association with Intel Corporation.
Q2. What is the fee of Digital Wellness course ?

Course Certification fee is Rs 250/- per candidate registration.
Q3. What is the commission of VLE ?

VLE commission is Rs. 128 per successful registration.
Q4. Is this course available in both English & Hindi language ?

Yes, this course is available in English and Hindi both language.
Q5. What is Digital wellness Course duration?

Course duration is 7 days.
Q6. Is this courses fall under government scheme ?

No, this course is not under Govt scheme. Candidate has to pay all fee by his own. VLE will
get his commission at time of payment which is included in course fee.
Q7. Student eligibility criteria for Digital wellness course ?

This course is primarily for school students, college students, professionals and candidates
registered under PMGDISHA.
Q8. When Candidate will get the certificate ?

Candidate will get the certificate only once he passes the exam successfully.
Q9. Who will certify the student on course completion ?

The certification will be awarded by CSC in association with Intel Corporation.
Q10. Is trainer required for these courses?

As this course is on basis of self-based learning so no such requirement of trainer but if
there is batch for a particular course so it is advised to arrange a trainer for better
understanding.
95
Q11. Links to access the course ?
Link to access course content - http://13.126.173.165/skills/lms/login/index.php only
registered user will be allowed to access the course.
Q12. How much candidates required for a batch?

There is no such limitation in these courses. But it is advised to have 10 students in a batch.
Q13. Is this course is in online or offline mode ?

Online
Q14. What is the Examination Process ?

Online
Q15. What is the Type of Questions ?

MCQs, passing criteria - 50% for all Modules
Q16. What is Examination process ?

Course examination will be conducted online examination after course completion.
Examination consists of MCQs and Passing percentage is 50% for all Modules.
Q17. From where can the VLEs get complete information of the course including
the User Manual & other details like Commission, Process of Transaction ?
VLEs have to send mail at:skills@csc.gov.in
96
CHAPTR-10
Financial Inclusion
97
CH-10A : Financial Inclusion - BC Points : Bank Mitr Registration
Q1. How to Register for new Bank Mitr ?

Before registration, VLEs needs to install Java in their system. Thereafter, log-in at
www.digitalseva.csc.gov.in after entering CSC ID and password then click at “Bank Mitr
Registration” under the banking service. Aadhaar number is a must because every VLE
needs to give their verification through E-KYC.
Q2. How to Register for existing bank mitr ?

Visit www.digitalseva.csc.gov.in then click at banking under Financial Inclusion Tab. The
banking specific portal is to be opened and then click at VLE Registration. After that VLE
needs to select existing tab for registration.
Q3. Is there any fee needs to pay to CSC for banking service ?
NO. Unlike other private vendors, CSC SPV does not charge any fee for banking service.
Q4. Is there any special hardware requirement at shop to initiate banking

services ?
VLE needs to buy one Finger Print Device to start the banking service which VLE can buy
through www.digitalseva.csc.gov.in under B2C service. The service name is “Order Device
from CSC”.
Q5. How many days Banking service can be started ?

This activity will take 50-60 days’ time and rest subject to approval from the bank.
Q6. Is the registration a must for CSP ?

Yes. CSC SPV’s Central helpdesk banking team will help in registering on Digital Seva portal.
Q7. What is the benefit of registration ?

After registration, VLE can take IBA exam which is very much necessary to become BCA or
CSP. Moreover, VLE, can check their commission details on monthly basis with all details
like number of transaction or number of enrollments, etc..
Q8. How and who will pay the commission to VLE ?

CSC SPV will pay the commission to VLE. This is monthly cycle and commission details are
prepared on the basis of bank report.
Q9. What is Bank Mitr Fee Payment ?

This is Fee for IBA certification which is mandate by banks to become BCA/CSP.
98
Q10. What is the role PAN number in commission ?
TDS is applicable on banking service. if any VLE provides his/her PAN, then 10% TDS would
be charged from their commission which VLE can claim after ITR filing, else 20% to be
charged if PAN is not provided.
Q11. What is the process of this certification ?

Firstly, all VLEs need to register for banking. Thereafter, VLE will pay fee of rupees 350.00
through Digital Seva wallet by clicking at “Fee Payment at Bank Mitr” after entering CSC
ID and Registration ID. After successful payment, Bank mitr training link would be activated
for same VLE. VLE needs to study and take internal exams. Once VLE takes internal exam,
then he/she can take final exam by clicking at “Online Exam”. VLE can take this exam
between 11:00 AM to 4:00 PM from Monday to Saturday. Once he/she clears the exam,
system generated certificate would be displayed in Bank Mitr Training under report section.
Q12. Is this certification is mandate for all CSP/BCA ?

Yes. It is for all including the new VLEs who want to become BCA/CSP.
Q13. Is the fee structure is same if VLE not clear the exam in Ist time ?
No. If VLE will get fail than he/she needs to pay 175.00 rupees for re-exam and process
would be remain.
Q14. Is VLE need to visit any centre for exam ?

No. VLE can take this exam from their center only.
Q15. What is system requirement for this exam ?

Window 7 or 8, RAM-512 MB minimum, HDD-40 GB, Latest Java, Browser-Mozilla, Web
Camera, One good speed Internet connection (minimum 256 KBPS)
1. Shri Harish Oberoi Project Manager 9971382233 harish.oberoi@csc.gov.in
2. Ms Vidhi Diwakar Manager 9958003909 vidhi.diwakar@csc.gov.in
99
CH-10B : Financial Inclusion - BC Points : PIN PAD
Q1. What is PIN PAD ?

PIN PAD is a device which is used for debit card swiping for payment disbursement under
banking service at CSP (Customer Service Point) or BCA (Business Correspondence Agent)
Point.
Q2. Is every CSP/BCA required this devices ?

Yes, as per new banks guideline, every CSP must have this device to continue the banking
service.
Q3. Why this PINP PAD is required ?

From every CSP, zero balance accounts are opened under PMJDY scheme. Under this
scheme, every customer received “Rupay Card” and GOI provides some Social security
measures under this account like life insurance coverage of Rs 1 lakh and Health insurance
coverage of 30,000/. In order to avail of this service, customer must swipe their card under
90 days else he/she cannot avail of this scheme.
Q4. What is the process of buying PIN PAD ?

Existing VLE needs to register under existing than log-in at www.digitalseva.csc.gov.in after
entering OMT ID and password. Thereafter, VLE needs to click at “PIN PAD Device
Payment” under banking service. One new screen will be opened with OMT ID than enter
registration number and CAPTCHA.
New VLE needs to log-in at www.digitalseva.csc.gov.in than visit at “Order Device from
CSC” under B2C service.
Q5. How much VLE needs to pay for PIN PAD ?

VLE needs to pay 6000/- for PIN PAD. No cash transaction is acceptable for this.
Q6. What would be commission structure for PIN PAD transactions ?

It is as much as CSP getting under normal transaction through kiosk banking.

3 Shri Asutosh Krishnatrey Senior Executive 9990087948 ashutosh@csc.gov.in
4 Shri Satyabrat Nayak Senior Executive 9911886301 satyabrat.nayak@csc.gov.in
5 Shri Naveen Kumar Senior Executive 9891681743 naveen.kr@csc.gov.in
100
CH-10C : Financial Inclusion - BC Points Transactions
Q1. How to apply for it and documents required ?

VLE has to apply for Banking services on Digital Seva Portal (www.digitalseva.csc.gov.in).
Following this, VLE has to clear Bank Mitr/IBA exam. Then as per the availability of
location from the bank, CSC SPV State FI-Team will provide the Kisok. Aadhaar and PAN are
mandatory documents for Bank Mitr Registration.
Q2. KO code allotment time ?

CSP/BC/Banking services are subject to availability of SSA/NON SSA location which is
provided by banks. If CSC SPV receive approval for particular location from Bank for
appointment of BCA, then CSC SPV appoints BCA at that particular location.
Q3. Limit to deposit and withdrawal ?

It differs from Bank to Bank. As per the new transaction system of AEPS, NPCI allows only
up to Rs 10,000 per transaction weather it is deposit or withdrawal No. of transactions are
subject to respective Bank.
Q4. Where to contact if transaction failed or declined ?

If transaction is declined and customer A/C debited but not received in CSP/Bank Mitra
A/C, then CSP/Bank Mitra will not pay any amount to the customer. Customer will request
to their base branch for refund amount to his account.
Note : CSP is liable to pay amount to the customer only for success transactions and
keep maintain Payment record.
Q5. Commission of ... month not received ?

If BCA/CSP has not received his commission, then BCA/CSP should first contact State
Banking Team or Banking Mail id - banking@csc.gov.in and they will escalate matter to
central team.
Q6. What is the role PAN number in commission ?

As CSC is proving banking services, so TDS is applicable on banking services. if any VLE
provides their PAN, then 5% TDS would be charged from their commission which VLEs can
claim after ITR filing, else 20% to be charged, if PAN is not provided.
Q7. What is Bank Mitra fees and form ?

CSC does not charge any fee from BCA, accept for the Bank Mitra Exam. Registration is the
only form for the VLEs.
101
Q8. Study material or module or exam details ?
Study material is available after registration of Banking Exam. When VLE deposits IBA exam
fee, then they get online training and study materials.
Q9. Commission of ... month not received ?

If BCA/CSP does not receive his/her commission, the BCA/CSP should first contact State
Banking Team or Banking Mail id - banking@csc.gov.in and they will escalate matter to the
central team, if no resolution is received from the State Team.

3 Shri Asutosh Krishnatrey Senior Executive 9990087948 ashutosh@csc.gov.in
4 Shri Satyabrat Nayak Senior Executive 9911886301 satyabrat.nayak@csc.gov.in
5 Shri Naveen Kumar Senior Executive 9891681743 naveen.kr@csc.gov.in
102
CH-10D : FINANCIAL INCLUSION –DIGIPAY : Installation of Service Driver
Q1. How to Install Morpho RD Service Driver ?

To install Morpho RD service driver in Digipay, Please follow the steps given below :
1. Visit http://digipay.csccloud.in
2. When Digipay download portal opens, on right hand side select Morpho from RD
Service Installation Document
3. Driver download links will open. Download RD service Driver. A

Morpho_RDService.zip file will be downloaded.
4. Unzip the Morpho_RDService.zip file in a folder by right click on zip file and then click
on Extract to Morpho_RDService/
5. In the folder, right click on MorphoRdServiceL0SoftSetup and click on Install.
6. RD Service will install automatically then Click on Finish to complete the installation.
7. Once the installation is complete, Unplug your Morpho Device and again plug it in the
system.
8. Morpho RD service will get registered itself when it is plugged in.
Note : Antivirus must be disabled before RD service installation
Q2. How to Install Mantra RD Service Driver ?

To install Mantra RD service driver in Digipay, Please follow the steps given below :
2. When Digipay download portal opens, on right hand side select Mantra from RD
Service
Installation Document
MantraRDService.zip file will be downloaded.
4. Unzip the MantraRDService.zip file in a folder by right click on zip file and then click on
Extract to MantraRDService/
5. In the folder, right click on MantraRDService.exe and click on Install.
7. Once the installation is complete, Unplug your Mantra Device and again plug it in the
system.
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8. Mantra RD service will get registered itself when it is plugged in.
Q3. How to Install Startek RD Service Driver ?

To install Startek RD service driver in Digipay, Please follow the steps given below :
2. When Digipay download portal opens, on right hand side select Startek from RD
Service
Installation Document
StartekRDService.zip file will be downloaded.
4. Unzip the StartekRDService.zip file in a folder by right click on zip file and then click on
Extract to StartekRDService/
5. In the folder, right click on setup_FM220_RDservice.msi and click on Install.
7. Once the installation is complete, Unplug your Startek Device and again plug it in the
system.
8. Startek RD service will get registered itself when it is plugged in.
Sl No. Name Designation Contact number Email Id

1 Krishna Kumar Singh AVP 9818400465 krishna@cscegovindia.com
2 Vishal Agarwal Sr. Executive 9999089074 vishal.agarwal@csc.gov.in
104
CH-10E : Financial Inclusion : DigiPay Operational Troubleshooting
Q1. How to get the Deposit Declined Refund ?

If deposit transaction gets declined, the balance which is debited from VLEs DigiPay ledger
gets automatically refunded in DigiPay balance. To check the refunded amounts please
follow the below given steps :
(i) Open DigiPay and go to Passbook section

(ii) Enter date [Day by Day] and then click on “Full Sync” option
(iii) Check the refunded transaction with same RRN No.
Q2. How to get the Withdrawal Declined Refund ?

If in any case the withdrawal transaction got declined, raise tickets in Digital Seva Portal
with the details as mentioned below :
(i) RRN No :
(ii) Customer’s Bank name :
(iii) Customer’s Card No.:
(iv) Amount :
(v) Transaction Date :
(vi) VLE CSC ID:
(vii) VLE Mobile No.:
Cash withdrawal transactions which gets declined during process, but amount debited from
customer account will be refunded in customer bank account by his bank in prescribed time
set by bank. Declined transactions are not settled by CSC. However, after getting proper
declined transaction details in ticket, CSC SPV will raise complaint to the customer bank for
refund in customer account.
Q3. VLE has attempted the “Payout Request” and payout amount is not credited
in their DigiPay Registered Bank Account. How to get it credited ?
This happens when the bank account details given in DigiPay are incorrect. Amount will be
refunded in VLEs DigiPay Balance within 2-3 working days. Please follow the below given
steps to update bank details :
(i) Open Digipay and Go to Profile section

(ii) Enter your correct bank account details
(iii) Authenticate your details by scanning Fingerprint
(iv) Account details will be updated
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Q4. Does the VLE require to provide Transaction receipt [Withdrawal/Deposit] to
each customer whether it is declined/successful transaction.
Yes, it should be given. Each Transaction receipt should be kept in records with VLE in
Softcopy/Hardcopy to avoid chargeback recovery.

2 Apoorva Anand Assistant Manager 9716456556 apoorva.anand@csc.gov.in
3 Uday Mitra Manager 9958233588 uday.mitra@nic.in
4 Vinay Krishnatray Senior Executive 9990299916 vinay.krishnatray@csc.gov.in
5 Udit Sharma Senior Executive 9650585458 udit.sharma@csc.gov.in
6 Vishal Agarwal Senior Executive 9999089074 vishal.agarwal@csc.gov.in
106
CH-10F : Financial Inclusion : DigiPay Technical Troubleshooting
Q1. Error - Unable to connect remote server ‘figw.csccloud.in’ or The remote server
returned an error: (404) Not Found.
Problem : This error comes when Internet is not working.

Solution : Check the internet connection in the desktop/laptop and then try to register
after sometime.
Q2. Error - Unhandled Exception - unable to load ‘Morpho.sdk.cppwrapperclass.dll’
Problem : This error occurs when morpho drivers are not working.
Solution : Uninstall the morpho drivers and older version of Digipay and delete CSC E-
governance Services India Limited and Fingerprint sensors folders from C: drive. Then
download Digipay software and Morpho drives from http://digipay.csccloud.in and then
firstly install morpho software and then Digipay software.
Q3. Installation did not succed-HRESULT-00X800222
Problem : This error comes when .net framework is not installed.
Solution :
(a) Click on Start Menu and in search Tab find Command Prompt and then run it as Run As
Administrator
(b) In Command Prompt, write the following Command net stop WuAuServ and press
Enter button. Windows Authentication Server will be stopped message will show.
(c) Then again click on Start Menu and start Run application. In Run window,
type %windir% and press enter.
(d) Windows Explorer window will open. Search Software Distribution Folder and rename
it to SDold.
(e) Then In Command Prompt, type net start WuAuServ and press Enter Key. Then again
install the .net framework.
Q4. Error - Unhandled Exception – Exception from HRESULT 0x8007000B or .Net

Framework configuration tool to grant required permission.
Problem : This error occurs when .net framework is not responding.
Solution : Update the .net Framework version 4.0 to .net Framework 4.5 from microsoft
official website.
Q5. Error - Authentication Failed for Merchant. Error!
Problem : This Error comes when Fingerprint of VLE or merchant is mismatched.
Solution : Either UIDAI server is unavailable, so ask them to try after sometime.
107
Q6. Error –Starting Download is running in infinite loop when the Digi Pay Icon is
clicked.
Problem : Digipay Upater is not working properly
Solution :
(a) Go to URL http://digipay.csccloud.in

(b) Click on Update link on Dependencies. Digipay update is downloaded
(c) A zip file will download from this link Once the file is downloaded, unzip the file right
click on zip file and click on Extract to update/.
(d) An Update folder will be extracted on the location.
(e) Copy the Update folder and paste on location C:\CSC e-Governance Services India
Limited\DIGIPAY\
(f) Go to update folder and double click on rep.bat file to update the application.
(g) Once updation is complete, double click on Digipay Application.
Q7. Error – Request Integrity Failure
Problem : Login process not working properly
Solution :
1. Go to C:/CSC E-governance Services India Limited/Digipay
2. Find license file and delete it.
3. Then again re-register yourself in Digipay
Q8. Error - System Overloaded. Try after sometime
Problem : Application is getting fail to update.

Solution :
1. Go to URL http://digipay.csccloud.in
2. Click on Update link given on this URL.
3. A zip file will download from this link .Once the file is downloaded, right click on zip
file and click on Extract to update/.
4. An Update folder will be extracted on the location.
5. Copy the Update folder and paste on location C:\CSC e-Governance Services India
Limited\DIGIPAY\
6. Go to update folder and double click on rep.bat file to update the application.
7. Once updation is complete, double click on Digipay Application.
Q9. Error – You have reached your transaction limit today.
Problem : Error comes during self deposit

Solution : VLE can do only 2 self deposits per day.
108
Q10. Error – User unknown in Digipay. Please contact Digipay Administrator.
Problem : CSC ID is created recently and is not activated in Digipay.

Solution : CSC IDs will be activate in Digipay within few days.
Q11. Error – CSC AEPS Stopped Working.

Problem : Application crashed due to supporting files of System to run the application are
deleted because of antivirus.
Solution : Formatting of Computer has to be done with new Operating system. And then
All the drivers and software of Digipay has to be reinstalled.Make sure antivirus
is installed after installation of Digipay
Q12. Error – No RD service detected
Problem : This error comes when the RD service software is either not present or not
installed properly in system.
Solution :
1. Uninstall the RD service(if already installed in system).
2. Download RD service from http://digipay.csccloud.in .Then after downloading the RD

Service, software has be extracted from zip file. 3. Right click on morpho RD service
software and install the rd service again. 4. To check whether the RD service is installed
properly, unplug the device and then plug again. A pop up message will appear for
updation of RD service. 5. Once it is successfully updated, RD service is ready, and start
the Digipay application.
(Note : Antivirus must be disable before RD service installation)
Q13. Error : Device performing illegal operation and will perform shut down
Problem : This error comes when the Device RD service unexpectedly stops
Solution : Here it is advised to restart the application within few minutes.

2 Vishal Agarwal Senior Executive 9999089074 vishal.agarwal@csc.gov.in
109
CH-10G : FINANCIAL INCLUSION – INSURANCE SERVICES
Q1. What is insurance ?

A- Promise of compensation for specific potential future losses in exchange for a periodic
payment. Insurance is designed to protect the financial well-being of an individual,
company or other entity in the case of unexpected loss. Agreeing to the terms of an
insurance policy creates a contract between the insured and the insurer.
In exchange for payments from the insured (called premiums), the insurer agrees to pay the
policy holder a sum of money upon the occurrence of a specific event.
Q2. What is RAP ? I want to know more details about it ?

A-Rural Authorized Person (RAP) is an individual who has a license to solicit or negotiate an
Insurance policy with a client on behalf of the insurance companies. To become a RAP VLE
has to complete the RAP training modules and pass in RAP exam conducted by NIELIT.
Q3. I am a licensed insurance agent for a company; can i give insurance service
through CSC?
A- IRDAI has now also allowed Insurance Agents to work as Rural Authorised Person (RAP),
which means that the VLEs need not surrender insurance agent license to become a RAP.
Now all the Insurance agents who are VLEs can also become RAP. This would mean’s that
“ONLY CSC VLEs” can have two licences (Agent License as well as RAP license).
IRDA has approved permission to allow insurance agent to work as RAP. This is a great
move and support from IRDA to the VLEs of the CSC network
To register: - Go to link http://164.100.115.10/insurance/ and click on VLE RAP
registration.
Q4. Is there a fee for RAP registration ?

A fee of Rs 350 needs to be paid at the time of RAP registration. If in case VLE is not able to
clear/appear for exam, they need to pay a fee of Rs 175 for consequent exams .The Fee
needs to be paid using your e-wallet using link http://13.126.173.165/insurance/
Q5. I have registered for RAP and have not received user name and password for
training?
The registration id received after RAP registration is the username for training module and
password is sent by email to VLE instantly after registration. To login to the training
modules link is http://13.126.173.165/insurance/rap/csc_lms/index.php
Q6. I forget my RAP Registration Number. How to get it back ?
VLE can get this Registration by Clinking on Fee Payment Link & then click on Forgot
Registration Number http://13.126.173.165/insurance/rap/get-registration.php
110
Q7. I have completed my RAP training modules, when will i receive admit card
and when will my exam will be conducted ?
A-Admit cards are not sent. RAP exam is conducted within 2 weeks of registration .Within
these 2 weeks VLE’s need to complete their training modules and give assessments as well
for practice. VLE's will receive exam details 24-48 hours before the exam date via email.
VLE's to make sure that they updated their correct email id and should keep checking their
email (including SPAM folder) regularly.
Q8. I have appeared for RAP exam, when will the result be declared ?
A-Result is declared by NIELIT in approximately 2-3 days from the exam date.VLE’s will
receive the result via email. The email sent may land up in SPAM/INBOX folder of email.
Q9. I have passed my RAP exam, when will the insurance service be activated
and when will i receive biometric device?
From the exam pass date, it takes 10-15 days for service to be activated on VLE portal.
Q10. How can I get my RAP certificate ?

VLE can download their RAP Certificate from Login into Training Module & Click on
Download License option or use this link http://220.225.231.71:5835/rap.aspx
Q11. What are the passing marks in RAP exam ?

The passing score for each examination is 35 percent. Candidates who pass the examination
will receive a score report that shows numeric score, however final result of the exam is
sent to VLE’s via email in 2-3 days from the exam date. Candidates who fail the examination
will receive an email and to reappear for exam they need to make payment of Rs 175 by
clicking Fee payment icon on insurance Portal.
Q12. I want to give insurance service at my CSC center, can i register for RAP
process and my son/daughter/relative can give exam on my behalf and sell
insurance policies ?
No one else can appear for exam and sell insurance on your behalf. Only the registered OMT
id owner can give exam and sell the policies.
Q13. Due to technical issues I was not able to give RAP exam, can I sit for the
exam again ?
The login details with demo link are sent to VLE's email id 24-48 hours prior to the exam,
and the main exam link is sent to the VLE's email id 1 day before the scheduled exam date.
We advise VLE’s to read all instructions given in the email and using demo link they should
check their system settings so that they can take necessary actions if the demo link is not
working. If still the VLE faces technical problem on exam date, they should contact the
insurance team or the technical team timely to ensure they get time to complete exam.
Contact number for technical team is sent with login details.
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Q14. Should i take any documents to the exam center ?
Candidate doesn’t have to go to NIELIT center to give exam. They can give exam from their
CSC center. They should keep color photo, photo id proof along with them. As per new
procedure candidate needs to take picture of self and also of the photo id proof from
webcam and submit it on exam link. Once this is done then only they will be allowed to start
the exam by NIELIT.
Q15. I have passed the RAP exam and link is also activated in my portal, however
when I click on the link it says “VLE mapping not found” or “user id not
found” and also I need training to start the insurance work ?
In cases where VLE is not able to access specific company’s portal , we request them to
share the screen shot of the error message they get via email or attach it in the helpdesk
ticket so that we can send them to insurance company and get the issue resolved. The data
of licensed RAP is shared with insurance companies and they contact the RAP to training them
on sale of products.
Q16. I have made a renewal payment today, and the money got deducted;
however, receipt was not generated. How to get the Receipt ?
Go to Digital Seva Portal, Click on Passbook – Wallet Ledger – Transaction Number –
Download receipt. The receipt will available only for 7 Days from the Date of Transaction.
Q17. I have sold a general insurance or life insurance policy, payment was
deducted from wallet, however I did not receive the policy ?
Raise a ticket in helpdesk support system under RAP or General Insurance.
The reconciliation of transactions is done a day after the transaction is processed. In case
the transaction is successful then CSC SPV will ask the insurance company to send the policy
document to VLE. If the transaction is a failed transaction then the money will be refunded
to VLE’s wallet within 72 hours from date of transaction.
Q18. I have processed a policy, however the details entered are incorrect and I
wish to make changes ?
VLE to kindly raise a Ticket.

1 Shri Ritesh Charan Senior Executive 9891766652 ritesh.charan@csc.gov.in
2 Shri Hitesh Rana Principal Officer 9911144445 hitesh.rana@csc.gov.in
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CH-10H : FINANCIAL INCLUSION – NATIONAL PENSION YSTEM (NPS)
Q1. What is National Pension System ?

NPS is an easily accessible, low cost, tax-efficient, flexible and portable retirement savings
account. Under the NPS, the individual contributes to his retirement account and also his
employer can also co-contribute for the social security/welfare of the individual. NPS is
designed on Defined contribution basis wherein the subscriber contributes to his / her
account, there is no defined benefit that would be available at the time of exit from the
system and the accumulated wealth depends on the contributions made and the income
generated from investment of such wealth.
The greater the value of the contributions made, the greater the investments achieved, the
longer the term over which the fund accumulates and the lower the charges deducted, the
larger would be the eventual benefit of the accumulated pension wealth likely to be.
Q2. Who can join NPS ?

Any citizen of India, whether resident or non-resident, subject to the following conditions:
Individuals who are aged between 18 – 65 years as on the date of submission of his/her
application to the POP/ POP-SP. The citizens can join NPS as individuals subject to
submission of all required information and Know your customer (KYC) documentation.
Q3. If I have invested in any other Provident Fund, can I still invest in NPS ?
Investment in NPS is independent of your contribution to any Provident Fund.
Q4. I have invested in pension funds of non-government / private entities. Can I

still invest in NPS ?
Yes. Investment in NPS is independent of your subscription to any other pension fund.
Q5. How and where can I open a NPS account ?

For all citizens, NPS is distributed through Common Service Centres (POP) . To invest in
NPS, you can open an account with a Point of Presence (POP) or online through eNPS
platform.
You can open NPS account online through eNPS if you have-.
(i) Aadhaar Card,
(ii) PAN card with Savings account in one of the empanelled bank undertaking KYC
verification online.
Q6. Who is a POP/POP-SP and what is their role ?

Points of Presence (POPs) are the first point of interaction for the NPS subscriber in the
NPS architecture. The authorized branches of a POP, called Points of Presence service
Providers (POP-SPs), will act as collection points and extend a number of customer services
to NPS subscribers including requests for withdrawal from NPS.
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Q7. How will I know about the status of my PRAN application form ?
Subscriber can check the status by accessing CRA website using the 17 digit receipt number
provided by POP-SP or the acknowledgement number allotted by CRA-FC at the time of
submission of application forms by POP-SP. Once the PRAN is Activated, an email alert as
well as SMS alert will be sent to the registered email ID and mobile number of the
subscriber.
Q8. What are the documents that need to be submitted for opening a NPS
account ?
The following document needs to be submitted to the CRA FC for opening of a NPS account -
After downloading the form, the form need to be sent to address mentioned at the foot of
Form.
Q9. What are the features of the retirement account provided under NPS ?
The following are the most prominent features of the retirement account under NPS :
 Every individual subscriber is issued a Permanent Retirement Account Number
(PRAN) card and has a 12 digit unique number. In case of the card being lost or stolen,
the same can be reprinted with additional charges.
 Under NPS account, two type of accounts – Tier I & II are provided. Tier I account is
mandatory and the subscriber has option to opt for Tier II account opening and
operation. The following are the salient features of the Tier-I and Tier-II accounts :
 Tier-I account: This is a restricted and conditional withdrawable retirement

account which can be withdrawn only upon meeting the exit conditions prescribed
under NPS.
 Tier-II account: This is a voluntary savings facility available as an add-on to any

Tier-1 account holder. Subscribers will be free to withdraw their savings from this
account whenever they wish.
Q10. Will the government also contribute anything to my NPS account ?

The Government will not be making any contribution to your NPS account.
Q11. In what way is the NPS Portable ?

The following are the portability features associated with NPS -
 NPS account can be operated from anywhere in the country irrespective of
individual employment and location/geography.
 Subscribers can shift from one sector to another like Private to Government or vice
versa or All Citizen Model to Corporate Model and vice versa. Hence a private
citizen can move to Central Government, State Government etc with the same
Account. Also subscriber can shift within sector like from one POP to another POP
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and from one POP-SP to another POP-SP. Likewise an employee who leaves the
employment to become a self employed can continue with his/her individual
contributions. If he/she enters reemployment he/she may continue to contribute
and his/her employer may also contribute and so on.
 The subscriber can contribute to NPS from any of the POP/ POP-SP despite not
being registered with them and from anywhere in India.
Q12. Can I have more than one NPS account ?

No, multiple NPS accounts for a single individual are not allowed and there is no necessity
also as the NPS is fully portable across sectors and locations.
Q13. Are there any minimum annual contribution requirements under NPS?
How can I reactivate / unfreeze the account if frozen due to minimum
contribution requirements ?
Yes. A subscriber has to contribute a minimum annual contribution of Rs.1000/- for his/her
Tier I account in a financial year and if not contributed the account will be frozen. In order
to reactivate the account, the customer has to pay the minimum contribution of Rs. 500/- .
In order to unfreeze an account the subscriber has to approach the Point of Presence (POP)
and pay the required amount, or he/she can make contribution through eNPS platform.
Q14. How are the funds contributed by the subscribers managed under NPS ?
The funds contributed by the Subscribers are invested by the PFRDA registered Pension
Fund (PFs) as per the investment guidelines provided by PFRDA. The investment guidelines
are framed in such a manner that there is minimal impact on the subscribers contributions
even if there is a market downturn by a judicious mix of investment instruments like
Government securities, corporate bonds and Equities. At present there are 8 Pension Funds
(PFs) who manage the subscriber funds at the option of the subscriber.
At present, Subscriber has option to select any one of the following eight pension funds :
 ICICI Prudential Pension Fund
 LIC Pension Fund Ltd
 Kotak Mahindra Pension Fund
 Reliance Capital Pension Fund
 SBI Pension Fund
 UTI Retirement Solutions Pension Fund
 HDFC Pension Management Company Ltd
 Birla Sunlife Pension Management Ltd.
However, this list may undergo changes if new pension fund managers are registered by
PFRDA or existing players are de-registered by PFRDA.
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Q15. What are the different Fund Management Schemes available to the
subscriber ?
The NPS offers two approaches to invest subscriber’s money :
 Active choice – Here the individual would decide on the asset classes in which the
contributed funds are to be invested and their percentages (Asset class E, Asset
Class C, Asset Class G and asset Class A).
 Auto choice -– Subscriber has the choice of three lifecycle funds i.e Aggressive Life
Cycle Fund (LC75), Moderate Life Cycle Fund (LC50) and Conservative Life Cycle
Funds (LC25). Under lifecycle funds, the management of investment of funds is
done automatically based on the age of the subscriber.
 Moderate Lifecycle Fund (LC50) - This is the default option under NPS For full
details, one may go through website www.pfrda.org.in wherein the full details of
the investment choices and fund management details are provided.
Q16. Can I switch from one investment scheme to another and/or Pension Fund
Manager and if so, how ?
Yes, NPS offers to its subscribers the option to change the scheme preference. Subscriber
has option to realign his/her investment in asset class E, C G and A based on age and future
income requirement. Also, the subscriber has option to change the PF and the investment
option (active /auto choice). Choice of Pension Fund can be exercised once in a financial
year and choice of investment option or asset allocation can happen twice in a financial
year. In case the subscriber opts for a New Scheme Preference, then the same will be
applicable to both past as well as prospective investments.
Q17. Can I have a different Pension Fund and Investment Option for my Tier I
and Tier II account ?
Yes. You may select different PFs and Investment Options for your NPS Tier I and Tier II
accounts.
Q18. What are the benefits offered under NPS and when they can be withdrawn ?
NPS is a long term retirement savings scheme which builds up the pension wealth through
effective investments of the subscriber contributions over the term of the subscriber’s
continuation in the scheme. The greater the value of the contributions made, the greater the
investments achieved, the longer the term over which the fund accumulates and the lower
the charges deducted, the larger would be the eventual benefit of the accumulated pension
wealth likely to be. The subscriber can exit from NPS and withdraw the accumulated
pension wealth in the following manner and no other exits or withdrawals are permitted:
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For subscribers joining between 18-60 years -
a) Upon attainment of age of 60 years: At least 40% of the accumulated pension
wealth of the subscriber needs to be utilized for purchase of an annuity providing
for the monthly pension of the subscriber and the balance (60%) is paid as a lump
sum payment to the subscriber. If the total corpus is not exceeding Rs. 2 lacs, then
the subscriber has the option to withdraw the whole corpus in lump sum.
b) Upon Death (irrespective of cause) : The entire accumulated pension wealth

(100%) would be paid to the nominee / legal heir of the subscriber and there
would not be any purchase of annuity/monthly pension. The nominee, if so wishes,
has the option to purchase annuity of the total corpus.
C) Exit from NPS before attainment of age of 60 years (irrespective of cause): At

least 80% of the accumulated pension wealth of the subscriber needs to be utilized
for purchase of an annuity providing for the monthly pension of the subscriber and
the balance (20%) is paid as a lump sum payment to the subscriber. If the total
corpus is not exceeding Rs. 1 lac, then the subscriber has the option to withdraw
the whole corpus in lump sum. Subscriber can exit from NPS only after completion
of minimum 10 years in NPS.
For subscribers joining between 60-65 years -

The exit conditions for subscribers joining the NPS beyond the age of 60 years in the NPS –
Private Sector will be as under :
a) Normal exit: The subscriber exiting after completion of 3 years from the date of
joining NPS. In the normal exit, the subscriber will be required to annuitize at least
40% of the corpus for purchase of annuity and the remaining corpus can be
withdrawn in lump sum. In case the accumulated corpus at the time of exit is equal
or less than Rs. 2 lakh, the subscriber will have the option to withdraw the entire
corpus in lump sum.
b) Premature Exit : Any exit before completion of 3 years will be treated as

premature exit. In such case, the subscriber will be required to annuitize at least
80% of the corpus for purchase of annuity and the remaining corpus can be
withdrawn in lump sum. In case the accumulated corpus at the time of exit is equal
or less than Rs. 1 lakh, the subscriber will have the option to withdraw the entire
corpus in lump sum.
c) Exit due to the death of the subscriber: The entire corpus shall be payable to the
nominee of the subscriber.
The subscribers would be able to purchase the annuities directly from the empanelled
Annuity Service Providers as per their choice of annuity that is available in the market/with
the ASPs.
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Q19. Can I appoint nominees for the NPS Tier I Account ?
Yes, you need to appoint a nominee at the time of opening of a NPS account in the
prescribed section of the opening form. You can appoint up to 3 nominees for your NPS Tier
I account. In such a case you are required to specify the percentage of your saving that you
wish to allocate to each nominee. The share percentage across all nominees should
collectively aggregate to 100%.
Q20. I have not made any nomination at the time of registration. Can I nominate
subsequently? What is the process ?
If you have not made the nomination to your NPS account at the time of registration, you
can do the same after the allotment of PRAN. You will have to visit your POP and place
Service Request to update nominations details.
Q21. Can I change the Nominees for my NPS Accounts ?

Yes. You can change the nominees in your NPS Tier I account at any time after you have
received your PRAN.
Q22. Are there any charges for making a nomination ?

If you are making the nomination at the time of registering for PRAN, no charges will be
levied to you. However, a subsequent request for nomination updation would be considered
as a service request and you will be charged an amount of Rs. 20/- plus applicable service
tax for each request.
Q23. Who are the Annuity Service Providers under NPS and their names ?
Indian Life Insurance companies who are licensed by Insurance Regulatory and
Development Authority (IRDA) are empanelled by PFRDA to act as Annuity Service
Providers to provide annuity services to the subscribers of NPS. Currently, the following are
the ASPs are empanelled by PFRDA and the empanelment process is an ongoing process
and the list of ASPs may increase in future.
1. Life Insurance Corporation of India

2. SBI Life Insurance Co. Ltd.
3. ICICI Prudential Life Insurance Co. Ltd.
4. Star Union Dai-ichi Life Insurance Co. Ltd.
5. HDFC Standard Life Insurance Co. Ltd
Q24. What is an annuity and what are the different types of annuities providing
for monthly pension available to the subscribers of NPS ?
An annuity is a financial instrument which provides for a guaranteed payment on
monthly/quarterly/annual basis for the chosen period for a given purchase price or
pension wealth. In simple terms it is a financial instrument which offers
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monthly/quarterly/annual pension at a guaranteed rate for the period you choose.
Currently, only the registered life insurers offer the annuities in the Indian Market. Annuity
Service Providers provide the following type of annuities to the subscribers of NPS and
subject to the conditions like stipulated minimum corpus, age at entry etc :
1. Pension (Annuity) payable for life at a uniform rate to the annuitant only.
2. Pension (Annuity) payable for 5, 10, 15 or 20 years certain and thereafter as long
as you are alive.
3. Pension (Annuity) for life with return of purchase price on death of the annuitant
(Policyholder).
4. Pension (Annuity) payable for life increasing at a simple rate of 3% p.a.
5. Pension (Annuity) for life with a provision of 50% of the annuity payable to spouse
during his/her lifetime on death of the annuitant.
6. Pension (Annuity) for life with a provision of 100% of the annuity payable to
spouse during his/her lifetime on death of the annuitant.
7. Pension (Annuity) for life with a provision of 100% of the annuity payable to
spouse during his/her lifetime on death of the annuitant and the return of the
purchase price to the nominee.
8. Subscriber can opt for any of the above annuity variant at the time of exit.
Q25. Where can I submit my withdrawal request and what are the documents
required to be submitted ?
The withdrawal request seeking exit from NPS in the permissible manner can be submitted
to any of the Point of Presence Service Provider (POP-SP) offices and Swavalamban
subscribers can submit their requests through any of the registered aggregators or any of
the POP-SPs.
Q26. To whom the claim for withdrawal of benefits needs to be submitted ?

Subscribers under All citizen model including corporate subscribers and Swavalamban
scheme, have to submit their request through their nearest CRA registered POP/POP-
SP/AGGREGATOR.
Q27. How the annuity OR monthly pension is paid ?

Monthly pension /Annuity will be paid through direct bank transfer to the specified
subscribers bank account only.
Q28. What income tax reliefs are available to the individuals contributing to NPS ?
Tax Benefits on Contribution to NPS -

For both salaried and self-employed individuals, an additional deduction for investment up
to Rs.50,000/- has been provided under section 80CCD(1B) of the Income Tax Act, 1961
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which is over and above the ceiling of Rs.1,50,000/-. Therefore, the total deduction that can
be claimed for own contribution to NPS can go upto Rs.2 lakh.
Q29. I have a NPS account and have a grievance on the services provided. To
whom shall I report and how ?
The subscriber can raise grievance through any of the modes mentioned below –
 Call Centre/Interactive Voice Response System (IVR) –
 The Subscriber can contact the CRA call center at toll free telephone number 1-800-
222080 and register the grievance by using T-PIN.
 Dedicated Call center executives.
 Physical forms direct to CRA

 The Subscriber may submit the grievance in a prescribed format to the POP – SP
who would forward it to CRA Central Grievance Management System (CGMS).
 Subscriber can directly send form to CRA.
 Web based interface

 The Subscriber may register the grievance at the website www.cra-nsdl.co.in with
the use of the I-pin allotted at the time of opening a Permanent Retirement
Account.
1 Shri Vipul Khandelwal Manager 9650332588 vipul.khandelwal@csc.gov.in
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CH-10 I : FASFAG
Q1. What is Electronic Toll Collection (ETC) / FASTag?

NHAI has rolled out a programme for Electronic Toll Collection on Toll Plazas on National
Highways to be called FASTag.
FASTag is a device that employs Radio Frequency Identification (RFID) technology for
making toll payments directly from the prepaid account linked to it. It is affixed on the
windscreen of your vehicle and enables you to drive through toll plazas. FASTag has a
validity of 5 years and after purchasing it, you only need to recharge/ top up the FASTag as
per your requirement.
FASTag offers near non-stop movement of vehicles through toll plazas and the convenience
of cashless payment of toll fee with nation-wide interoperable Electronic Toll Collection
Services.
Q2. What are the benefits of using FASTag ?

Following are the benefits -
1. Ease of payment – No need to carry cash for the toll transactions, saves time
2. Near non-stop movement of vehicles leading to lower fuel cost.
3. Online Recharge – FASTag can be recharged online through Credit Card / Debit Card /
NEFT/ RTGS or Net banking
4. SMS alerts for toll transactions, low balance, etc.
5. Online Portal for customer.
6. Incentive: You can avail a cash back of 5% on all Toll payments using FASTag in 2018-19
7. Other benefits are :

Environmental benefit Social benefit Economic benefit
• Reduced air pollution • Reduced toll payment hassles • Reduced effort in management at toll plaza
• Reduced use of paper • Analytics for better Highway management • Reduced effort in monitoring centrally
Q3. On which highways / roads FASTag can be used ?

FASTag is presently operational at 350+ toll plazas across National Highways. More toll
plazas will be brought under the FASTag programme in the future.
Q4. How can I buy FASTag and what documents are required ?
The customer may visit any of the Point of Sale (POS) locations at Toll Plazas / Issuer
Agency to get his/her FASTag account created. Customer may call on customer care
number of the Issuer Agency to know more details.
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Customer need to submit a copy of the following documents along with the
application for FASTag :
1. Registration Certificate (RC) of the vehicle.
2. Passport size photograph of the vehicle owner
3. KYC documents as per the category of the vehicle owner (viz. individual / corporate) :
Individual
ID proof and Address proof from the list mentioned, and 1 passport size photograph
Driving License PAN Card Passport Voter ID Card Aadhaar with Address
For instance, valid driving license would be sufficient for Address & ID proof.
For Corporate customers and other details, please visit web site of the participating
banks / issuer Agency.
Note :
 Issue of FASTag is subject to verification of original documents mentioned above by the
issuing agency.
 Customers are advised to bring originals of above documents while visiting PoS for
purchase of FASTag.
 The FASTag will be fixed on the vehicle’s windshield by the representative of the Issuer
Agency only.
 Any representative of the vehicle owner can provide the above documentation and
information and purchase the FASTag.
Q5. How will I get to know if and how much toll has been debited ?
The customer will receive an SMS with requisite details to his registered mobile number as
soon as the toll transaction takes place. Periodic statement of account may also be obtained
on website of the Issuer Agency after registration by the customer.
Q6. Do I need to use any specific lane at the toll plaza for FASTag ?
A vehicle with FASTag may use any lane at toll plazas by making cash payment. However,
the FASTag will work only in the lanes demarcated for FASTag.
Vehicle without valid FASTag entering FASTag lane will be charged double the applicable
toll amount in cash.
Q7. Can I avail a Monthly Pass or Local Pass ?

The monthly pass facility is specific to each toll plaza. You may call customer care of the
participating bank / issuer agency for further details.
Q8. How and where do I finally pay the toll ?

Issuer Agency will electronically deduct the applicable toll fee from the customer’s account
linked to the FASTag. This deduction will be done post the toll transaction. The customer
needs to adequately fund the account which is linked to FASTag. This recharge process may
be termed as top-up.
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Q9. How can I recharge my FASTag account ?
You may recharge your FASTag account by making payment through online through Credit
Card/ Debit Card/ NEFT/ RTGS or through Net Banking. FASTag account can be recharged
upto ₹ 1,00,000.00 (Rupees One Lakh only).
Q10. How would I cross toll plaza, if FASTag equipment are not working ?
Please refer to Standard Operating Procedure (SoP) for FASTag user.
Q11. Is there any minimum value for such recharge / top up ?

Yes, the minimum recharge amount is Rs. 200.
Q12. I have two vehicles, can I use one FASTag for two vehicles ?
No, You will need to take two separate FASTags for the two vehicles.
Q13. Can a FASTag bought for my one vehicle be used for another vehicle ?
No, FASTag is issued to each vehicle based on KYC documents submitted. If a FASTag for
instance bought for one Car is used for a Truck then such FASTag shall get blacklisted
resulting into denial of vehicle passage from FASTag lanes on Toll Plazas. FASTag users are
advised to desist from such practice.
Q14. What do I have to do if I lost my FASTag? What will happen to the account
balance ?
You will need to call customer care number of the issuer agency to block your FASTag. Once
you take a new account, the issuer agency will transfer the balance to the new account.
Q15. How would I know that the correct user fee has been deducted from my
FASTag account?
Customer will receive an SMS alert in your registered phone number each time an amount
is deducted from your FASTag account. Fee payable on each toll plaza may be seen on
www.nhtis.org in addition to displayed at concerned toll plazas.
Q16. How would I report an incorrect deduction and how will I get back the same ?
Customer can report an incorrect deduction by calling us at customer care number of the
issuer agency. The agency will review your request and necessary action.
Q17. How do I block my FASTag account, in case my vehicle is lost ?

Customer can call up customer care of the issuer agency and block his / her FASTag
account.
Q18. I have new vehicle fitted with RFID Tag. How to get it activated ?
Please contact the PoS of respective Issuer Agency.
Q19. Can the tags purchased earlier be used ?

Only RFID Tag purchased earlier may be used, in case of any problems, please contact the
PoS of issuer Agency. Any other type of Tag will not work on FASTag lanes.
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Q20. Can FASTag be used for passage through toll plazas on the National
Highways ?
FASTag can be used on all toll plazas on National Highways where it has been integrated.
Q21. I have FASTag and also balance in my linked account, but I could not go
through ETC lane. How do I get my FASTag checked/ rectified to see
whether it is active or not ?
Please refer to steps under Standard Operating Procedure (SoP) for FASTag user. Customer to
raise a request regarding the same by calling customer care of the respective Issuer Agency.
Q22. I reside within 10 Km of a particular Toll plaza. Do I need to take FASTag to

get the concessions available for local vehicles ?
Yes, you can, if you need to access and use FASTag lane and to avail cash back.
Q23. What if I relocate to another City ?

FASTag will work on all enabled toll plazas. In case of change in city or address, the
customer should inform only the Issuer Agency.
Q24. Can one vehicle use more than one FASTag ?

It is strictly prohibited to purchase two FASTag for one vehicle. In case of multiple FASTag,
customer will be responsible for operational issues.
Q25. What if I sell/ transfer my car ?

In case of car being sold or transferred; only the Issuer Agency needs to be informed.
Q26. What if the FASTag gets damaged ?

The vehicle owner/ user could approach the Issuer Agency for replacement of FASTag.
Q27. Can FASTag be used at places other than National highways ?

It is planned to extend usage of FASTag to toll plazas at State highways for tolling,
parking lots for parking charge and various other payments at wayside amenities.
Q28. What if the vehicle owner/ user has a grievance ?

The primary point of contact for the vehicle owner/ user is the Issuer Agency, contact
details for which will be shared at the time of FASTag issuance. IHMCL can be approached
as the next escalation level.
1. Shri Neeraj Deswal Manager 011 49754975-274 neeraj.deswal@csc.gov.in
3. Shri Shekhar Chauhan 8851760898 shekhar.chauhan@csc.gov.in
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CH-10J : HDFC FASTag
Q1. What is Fastag ?

Fastag is a simple to use, reloadable tag which enables automatic deduction of toll charges
and lets you pass through the toll plaza without stopping for the cash transaction. Fastag is
linked to a prepaid account from which the applicable toll amount is deducted. The tag
employs Radio-frequency Identification (RFID) technology and is affixed on the vehicle's
windscreen after the tag account is active.
Q2. Fastag ordered and received but how to issue the tags ?
Open HDFC fastag portal through digital seva portal under electronic toll menu and click on
“digital seva connect”. Click Recharge & Issuance option, again enter CSC ID & Password to
log-in.
Q3. How to register a tag ?

For registration process, please follow the below steps -
Click on HDFC fastag> click on digital seva connect> click on recharge and issuing> click on
new creation> Fill all details> Select Vehicle class > select bar code> click on register.
Q4. During registration in Scan, bar code section shows ‘Bar code not available’
– What to do ?
First you need to select vehicle class in vehicle details section, enter the barcode number. In
case, you do not see bar code in bar code section, please mail us at fastag@csc.gov.in with
your Order Id and CSC ID.
Q5. What is multiple tag registration ?

If a customer has more than one vehicle individually, you can register it on multiple tags on
same mobile number.
Q6. At the time of recharge of a customer, if we get the Error message, "YOU
EXCEEDED THE LIMIT FOR THIS MONTH", what I can do ?
Bank will approve customer KYC, after that customer recharge 1L.
Q7. Where do we get Fastag registration form ?

You get fastag registration form from digital Seva portal in helpdesk option.
Q8. One of the customers Tag is not reading at any toll plaza or tag was
damaged by customer. How to replace the Tag ?
Login your Fastag HDFC portal > click on issuance center > click on CSC re-issuance > enter
details.
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Q9. How to recharge customer fastag account ?
Login your Fastag HDFC portal> click on issuance center > after click on recharge >enter
customer mobile number > enter amount (minimum amount is 200) > click on submit
option.
Q10. Where do we see our registered customer details and other details
(mapped tag, transaction history, etc) ?
You can see all these details in Report Section.
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CH-10K : SBI FASTAG
Q1. What is Fastag ?

Fastag is a simple to use; reloadable tag which enables automatic deduction of toll charges
and lets you pass through the toll plaza without stopping for the cash transaction. Fastag is
linked to a prepaid account from which the applicable toll amount is deducted. The tag
employs Radio-frequency Identification (RFID) technology and is affixed on the vehicle's
windscreen after the tag account is active.
Q2. I ordered Fastag and received the Tag, but I do not know what is ID and
Password ?
Within 24-48 Hours of your ordering for Fastag, Your SBI Fastag credential will be created,
and you will receive Fastag ID and password on your Registered Mobile number and mail ID.
If you do not receive your ID and password, please open SBI fastag portal through digital
seva portal and click on recharge and issuance or direct open through below link -
https://fastag.onlinesbi.com/AGENTADMIN/Login
In place of ID, kindly put your registered mobile number (given at SBI Fastag registration
time), Capture code and click on forget password, you will receive your password on your
registered mobile number.
Q3. I login SBI Fastag portal but how to do register Fastag ?

For registration, process please follow the below step -
Click on customer registration>Again click on customer registration>Select KYC type>select
Individual or corporate>Fill all details>Select Vehicle class >select bar code>click on
register.
After successful registration, click on Vehicle image option, click on Tag verify, Click on otp
verify and upload vehicle image.
Q4. At the time of registration, in Scan bar code section it is shown ‘Bar code not
available’ – What to do ?
First you need to select vehicle class in vehicle details section; you will see your all bar code
of that class in scan bar code. After this if you not see barcode in scan bar code section
please send a mail to fastag.csc.gov.in with your SBI Fastag ID, Order Id,
Q5. I do not see final registration option in customer registration. How to see it ?
First verify customer mobile number; without verification of customer’s mobile number,
you cannot see registration option.
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Q6. What is the difference between Individual and Corporate Registration ?
If a customer has single vehicle, you should register it on individual account. However, if a
customer has more than 10 vehicles and want to manage it with a single wallet (Mobile
number), you will register it on corporate account, but in corporate account minimum
amount of wallet balance to be maintained is 5000/-.
Q7. I registered a customer in corporate account. What is the next process ?

After completion of Corporate registration, please mail to fastag.csc.gov.in and
raghav.mishra@csc.gov.in with customer’s corporate registered mobile number, and
vehicle details in below excel format –
Registration Vehicle Commrcial Vehicle

Vehicle No. R C No. Chasis No. Engine No.
Location Class Vehicle Description
XXXXXXXXXX XXXXXXXXXX XXXXXXXXXX XXXXXXXXXX XXXXXXXXXX 4 Y car
You can download this excel format from given link. Please don’t put any space and special
character in any cell.
After sending excel sheet, central team will upload it on portal within 24 hrs and send a
conformation mail to you or call you, after conformation you click on corporate registration
and put customer corporate registered mobile No. and vehicle No. and register one by one
vehicle. (put bar code manually). After vehicle registration, click on corporate management,
select corporate account and click on submit option – (Please select appropriate
options)-
Payment Type Top-Up Type Amount Deduction Type
Prepaid Manual Topup Auto Topup Wallet wise Tag wise
Amount Configuration
Regular Rate Discount Rate
Click on Register Option
Q9. What is the difference between Tag wise and wallet wise ?
If Customer manages his corporate account with a minimum balance of Rs 5000/-, kindly
select wallet wise and this account will be managed by single wallet.
If a customer is not able to take minimum amount of Rs 5000/- to his account, kindly click
on tag wise; in tag wise, customer need to take minimum recharge amount for every Tag.
Q10. What is multiple tag registration ?

If a customer has more than one vehicle individually, you can register it on multiple tag
registration.
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Q11. How to download proof of fitment ?
Click on customer registration> click on proof of fitment> put customer mobile no> click on
submit option> click on print.
Q12. When we recharge of a customer and if we get "YOU EXCEEDED THE LIMIT FOR
THIS MONTH", what I can do for this error ?
You registered this customer in limited KYC. Hence, first you need to upgrade customer KYC.
Q13. How to upgrade customer KYC ?

Login your agent portal> click on upgrade customer KYC> Put customer registered mobile
No.> click on submit option> fill all details, and upload customer address proof, Id proof,
customer KYC (Aadhaar or Pan) and click on upgrade KYC.
After upgrade kyc for approval please send a mail to fastag.csc.gov.in with customer register
mobile No.
Q14. Where do we get Fastag registration form ?

You get fastag registration form from digital seva portal.
Q15. My Fastag (agent) portal has low balance. How to recharge my account ?
You can recharge or purchase credit limit through digital seva portal. Kindly follow the
below steps –
Open digital seva portal> click on SBI fastag> click on SBI credit limit > select amount
(Minimum 5000 and Max. 50000 in one time multiple of 5000). This amount will be
deducted from your digital seva wallet. After deduction of amount, you will receive this
amount on your fastag account within 1 hr.
Q16. By mistake I put wrong vehicle number and registration is complete. How
to correct this ?
To correct vehicle No. or Chassis No., please follow the steps indicated below -
Click on customer registration>again click on customer registration> click on view
customer details> put customer register mobile no> click on submit option> click on Edit
option> edit vehicle no or chassis no> click on submit.
Q17. One of the customers Tag is not reading at any toll plaza or tag was
damaged by customer, How to replace the Tag ?
If tag was damaged or cannot be read at any toll plaza, please send excel sheet in the below
given format to fastag.csc.gov.in –
Replacement
New Tag No.
Agent Name
Old Tag No.
Customer's
Vehicle No.
Mobile No.
Mobile No.
Agent's ID
Agent's
Reason
Tag ID
Name
Sl No.
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Old Tag photo must be presented with vehicle if tag is not read at any toll plaza.
After replace the tag, you will receive a conformation mail from central team; kindly check
in your system and then change.
Q18. One of the customer accounts has been blocked. What may be the reason
and how to remove this ?
If a customer does not recharge his wallet and his account goes in low balance and if then
also he does not recharge the tag and cross the toll, then his account will be blocked from
NHAI.
For removing the blockade, send customer mobile No. and screen shot of blocked account
that shows in your system, to fastag.csc.gov.in. You can check from customer management.
Q19. How to recharge customer’s fastag account ?

Login your Fastag agent portal> click on tag recharge> put customer mobile No.> put
amount (minimum amount is 200) > click on submit option.
Q20. One customer purchased tag from other SBI agent, but now he wants to
recharge from me. Is it possible ?
Yes, it is possible. You can recharge also that SBI Fastag customer who has not purchased
tag from you.
Q21. Where do we see our registered customer details and other details
(mapped tag, transaction history, etc) ?
You can see all these details in Report Section.
Q22. We registered a customer, but he did not receive any ID and password. How
the customer could recharge himself ?
If a customer does not receive any credential, please click on below link -
https://fastag.onlinesbi.com/SBIETCB2C/Home
In place of Id, kindly put customer’s registered mobile number, and click on forget pin.
Customer can recharge himself through this portal
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CHAPTER-11
HEALTHCARE SERVICES
131
CH-11A : HEALTH SERVICES – TELE MEDICINE
Q1. What is “Telemedicine” service ?

Tele-medicine, derived from a Greek word "Tele" meaning "distance" and a Latin word
"mederi" meaning "to heal“.
Telemedicine is the form of primary care offered through a CSC, where the patient seeks the
doctor’s advice about non-emergency medical problems, which don’t require immediate
doctor‘s location visit. It doesn’t replace face-to-face consultation when it is needed, but
complements it.
With the aim to provide grass root level access points for health consultation among the
communities, to change health seeking behavior of adopting digital services and to promote
preventive health care services among the rural India, CSC is offering video based tele-
consultation service throughout India at affordable rates, using CSC “DigitalSeva transaction
portal.
Q2. What are the available platforms of Telemedicine ?
Apollo Telemedicine Platform

CSC Telemedicine Platform
Q3. What are the various specialties available at CSC telemedicine platform ?
 Allopathy
 Ayurveda
 Homeopathy
 e-pashu
Q4. What amount patient has to pay for telemedicine consultation ?

 For Allopathy consultation, Rs.100 is to be paid by the patients.
 For Ayurveda and Homeopathy, Rs. 50 is to be paid.
Q5. What is the VLE commission structure ?

 In Allopathy consultation, VLE will get a commission of Rs. 38.60,
 In Homeopathy and Ayurveda/Homeopathy and e-Pashu, it is Rs. 20.10
Q6. How a patient will talk to the doctor ?

Patient will get consultation from doctor through video calling at his nearest CSC Centre.
Q7. What are Pre-requisite materials for video consultation required at CSCs ?
Laptop/Desktop, internet connectivity, web-camera, headphones with Mic & Printer.
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Q8. What internet connectivity speed is required to make video consultation ?
512 kbps for Apollo Telemedicine and 216 kbps for CSC Telemedicine Platform.
Calling process in CSC telemedicine platform

https://drive.google.com/file/d/12rR5HPCqsAJUriAawqwnxxGBnMxms5_p/view?usp=sha
ring
Calling process in Apollo telemedicine platform

https://drive.google.com/file/d/1W6PFwQ7U_tg9K69bYHReTfaYHJ_H2C3H/view?usp=sharing
Q9. Can a patient speak to the doctor on phone call ?

No the patient can speak to a doctor only via Video Call from his nearest CSC Centre.
Q10. From where I can view/download prescription ?

 Log in Digital Seva Portal
 Click on Health Services
 Choose CSC Telemedicine
 Click on “Dashboard” then “View”.
Q11. What are the consultation timings ?

In CSC Telemedicine patients can consult doctors from 8am to 8pm (Monday-Sunday)
whereas Apollo Tele-Medicine is on appointment basis.
Q12. What all languages are available for consultation ?

CSC Telemedicine - English, Hindi, Bengali, Tamil, Telgu, Kannada, Marathi, Tulu and
Gujarati
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Apollo Telemedicine - English, Hindi
Q13. In how many days will the patient receive his homeopathy medicines ?
Medicines will be delivered at CSC Centre on the name of the patient in 7 working days from
the date of ordering the medicines.
Q14. From where the patients will get his medicine ?

VLE can order the prescribed medicines from digital seva portal for the patients and patient
can collect his medicines from CSC centre.
Q15. Do patients need to pay for medicine or courier ?

Yes.
Q16. Who will direct the patients on consumption of medicine ?

Doctors and VLE’s will help the patients to understand the consumption of medicine.
Q17. What if VLE/Patient is facing issues in process ?

You can write us at heath@csc.gov.in .
1. Ms Archi Sharma HOD 9953858698 archi.sharma@csc.gov.in
2. Md Saleem Executive 8375010027 mohd.saleem@csc.gov.in
3. Ms Vriti Gamta Executive 7982913624 vriti.gamta@csc.gov.in
4. Shri Abhishek Kothari Senior Executive 8979516515 Abhishek.kothari@csc.gov.in
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CH-11B : HEALTHCARE SERVICES – HEALTH HOMEO
Q1. What is “Health Homeo” plan ?

CSC-SPV has instituted a new initiative for the treatment of citizens through an alternate
form of medicines which is risk free i.e. Homeopathy. This service is a cost effective
homeopathy treatment for rural masses. It is a combination plan of Tele-medicine
consultation & Homeopathy medicine service delivery to the doorsteps of an individual of
rural areas.
Q2. What are the available packages ?

There are 3 plans available.
Health Homeo 199 plan is a 1 month trial plan which provides 2 tele-consultations and 1
medicine courier to the patient.
In Health Homeo 499 plan, patient gets 5 video consultations with the doctor for duration
of 3 months, 2 medicine couriers and a family kit.
Health Homeo 999 plans is one year family plan in which 9 consultations, 6 couriers and a
family kit is given to the patient. It is known as a family plan because family members of the
registered patient can also get free consultation in this plan.
Q3. Who can avail of this service ?

Any citizen who is suffering from any ailment can avail this package.
Q4. Are family members also included ?

Family members of the registered patients can consult the doctor for free in Health Homeo
999 only. Medicines for the family members are not included in the package.
Q5. What patient will get in this service and what is the commission structure for
VLE ?
PLANS HH-199 1month TRIAL PLAN HH-499 3-Months Plan HH-999 1-year plan
Duration 1 MONTH 3 Months 12 Months
Price to be paid by patient 199 499 999
Tele-Consultations 2 consultation 1+4 consultation 1+8 consultation
Free medicine Couriers 1 2 6
Family Kit No Yes Yes
VLE Commission 50 75 100
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Q6. What is family kit ?
It is a kit containing medicines for day to day utilization. Details of family first aid kit are
given in Annexure-G.
Q7. What documents are required from patient and family members for
registration ?
Government ID card (Aadhaar Card/Driving License/PAN Card/Voter ID Card)
Q8. Is it required to fill VLE registration form every time he registers a new
patient ?
No, it has to be filled only once for taking the details of VLE for medicine courier dispatch
process.
Q9. What is the Patient Registration Process ?

https://drive.google.com/file/d/1kuRks40i3GRdVpzkXQK4I4m5ogkazmbD/view?usp=sharing
Q10. What is the size required of the picture to be uploaded ?

18 kb
Q11. How patient will talk to the doctor ?

Patient will get consultation from doctor through video calling.
Q12. Pre-requisite material for video consultation ?

Laptop/Desktop, internet connectivity, web-camera, headphones with a mic
Q13. What internet connectivity speed is required to make video consultation ?

216kbps
Q14. From where I can view/download prescription ?

 Log in your Digital Seva Portal
 Click on “Health Services”
 Click on “Health Homeo 999”
 Choose “Health Homeo Registration”
 Click on “Claim Package”
 Click on “Speak to Homeo Doctor”
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Q15. What are the consultation timings ?
Patient can consult doctors from 8am to 8pm (Monday-Sunday)
Q16. What all languages are available for consultation ?

English, Hindi, Bengali, Tamil, Telegu, Tulu, Gujarati, Marathi, Kannada
Q17. In how many days will the patient receive his medicines ?
Medicines will be delivered at CSC Centre on the name of the patient in 7 working days from
the date of consultation.
No medicine or family kit will be dispatched without video consultation with doctor.
Q18. From where the patient will get his medicine ?

Patient can collect his medicines from CSC centre.
Q19. Who will direct the patients on consumption of medicine ?

Doctors and VLE will help the patients to understand the consumption of medicines.
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CH-11C : HEALTHCARE SERVICES – JAN AUSHADHI
Q1. What is Pradhan Mantri Bhartiya Janaushadhi Pariyojana ?

‘Pradhan Mantri Bhartiya Janaushadhi Pariyojana’ is a campaign launched by the
Department of Pharmaceuticals, Govt. Of India, to provide quality medicines at affordable
prices to the masses through special kendra’s known as Pradhan Mantri Bhartiya Jan
Aushadhi Kendra. Pradhan Mantri Bhartiya Jan Aushadhi Kendra (PMBJK) has been set up
to provide generic drugs, which are available at lesser prices but are equivalent in quality
and efficacy as expensive branded drugs.
Q2. What is a Generic Medicine ?

Generic medicines are unbranded medicines which are equally safe and having the same
efficacy as that of branded medicines in terms of their therapeutic value. The prices of
generic medicines are much cheaper than their branded equivalent.
Q3. How the quality, safety and efficacy of generic medicines are ensured ?
The quality, safety and efficacy of medicines are ensured by getting each batch of medicines
procured from CPSUs as well as private suppliers tested from NABL approved laboratories
and conforming to the required standards before the same are supplied to PMBJK from the
Central Warehouse of BPPI.
Q4. Are generic drugs as effective as branded ones ?

The generic drugs are having the same efficacy and therapeutic value as that of branded
medicines.
Q5. How do generic medicines benefit the patients ?

The cost of generic medicines having the same quality as that of branded medicines is
cheaper than their branded equivalent.
Q6. Is there a collaboration between BPPI and CSC ?

BPPI (Bureau of Pharma Public Sector Undertakings of India) which has been established
under the Department of Pharmaceuticals, Govt. of India, & CSC e-Governance Services India
Limited an SPV under Ministry of Communication & IT, has a mutual agreement which is
signed on the date 25 August, 2015 where its allows a Common Service Center (CSC) to
open a Jan Aushadhi Store with assistance & help from BPPI.
Q.7 What are the medicines available from Pradhan Mantri Bhartiya Jan
Aushadhi Kednra and what are their prices ?
A list of medicines with their MRP which are presently available are given under the
heading “Price List of PMBJP medicines” on website -
http://janaushadhi.gov.in/price_list_of_JAS_medicines.html.
More medicines are being added to this list on as an need basis.
138
Q8. How the medicines are procured and supplied to Pradhan Mantri Bhartiya
Jan Aushadhi Kendra ?
CSC VLEs can procure their medicine stock directly from the Central Warehouse of BPPI
which will get delivered to them through courier.
Q9. What are the requirements for opening a Pradhan Mantri Bhartiya Jan Aushadhi
Kendra by organization/individual other than government nominated ?
a) Own space or hired space duly supported by proper lease agreement;

b) Minimum required space conforming to standards as approved by the BPPI i.e. 120 sq. ft.
VLE should either have or can hire someone with the following qualification:
 Diploma in pharmacy (D.Pharm)
 Bachelor of Pharmacy (B.Pharm)
 Master of Pharmacy (M.Pharm)
c) Sale license from competent authority (Retail drug license in the name of the
applicant and/or Tin No.);
d) Proof of securing a pharmacist with computer knowledge (name of the pharmacist,
Registration with the State Council etc. needs to be furnished)
Q10. What is the procedure for opening a Pradhan Mantri Bhartiya Jan Aushadhi
Kendra ?
Interested VLE has to send the required documents (aadhar card, pan card,lease
agreement/rent agreement and pharmacist certificate) on health@csc.gov.in. after
verification of documents, VLE will get initial approval letter.
VLE will then approach to drug inspector/CMO with all the relevant documents to apply for
drug license on the name of JAN AUSHADHI MEDICAL STORE.
After inspection by drug inspector, VLE will get the drug license and can open his JAN
AUSHADHI STORE.
Q11. Does VLE need to pay any charges for opening Jan Aushadhi Kendra ?
VLE need to pay an application fee of Rs.100 for opening Jan Aushadhi Kendra and a fee of
Rs.3000 for the application of drug license at State drug controller authority.
Q12. What incentives are available to a Pradhan Mantri Bhartiya Jan Aushadhi
Kendra owner ?
An amount of Rs.2.5 lakh shall be extended to NGOs/agencies/individuals establishing JAK
in government hospital premises where space is provided free of cost by Govt. to operating
agency: Rs. 1 lakh reimbursement of furniture and fixtures Rs. 1 lakh by way of free
medicines in the beginning Rs. 0.50 lakh as reimbursement for computer, internet, printer,
scanner, etc JAK run by private entrepreneurs / pharmacists / NGOs / Charitable
organizations that are linked with BPPI headquarters through internet shall be extended an
incentive up to Rs. 2.5 lakhs. This will be given @ 15% of monthly sales subject to a ceiling
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of Rs. 10,000/- per month up to a limit of Rs. 2.5 lakhs. In NE states, i.e. naxal affected areas
and tribal areas, the rate of incentive will be 15% and subject to monthly ceiling of Rs.
15,000 and total limit of Rs. 2.5 lakhs.
For SC/ST and differently abled persons applied in individual category shall be benefited
with free medicines worth of Rs. 50,000/- to set up their Pradhan Mantri Bhartiya Jan
Aushadhi Kendra in the beginning. Remaining amount i.e. Rs. 2.00 lakhs will be given in the
form of incentive, as per above norms.
Q13. What are the margins provided to VLE by CSC ?

VLE will get a margin of 16% on the purchase of medicine stock.
Q14. Why Drug Licence is necessary to open Jan Aushadhi store ?

Drug Licence is the legal authorization to the person to sale the drugs in the concerned area.
Q15. What if a VLE is not a pharmacist ?

In case VLE is not a pharmacist he can hire a person who has one of the following Degree
{(Diploma in Pharmacy (D.Pharm), Bachelor in Pharmacy (B. Pharm)}
Q16. Is it necessary to have a pharmacist to open Jan Aushadhi store ?

Yes, according to the Pharmacy Act, it is mandatory for every shop involved in sale of drug
to have one qualified Pharmacist.
Q17. What is the Minimum Investment for opening Jan Aushadhi store ?
There is no such limit of minimum investment from BPPI.
Q18. What if a VLE already has the Drug Licence ?

In that case VLE has to apply for change in name to State Drug Authority From present
name to “Jan Aushadhi Store”. (CSC SPV is trying to change this clause)
Q19. Can the Jan Aushadhi store be opened on the site other that VLE CSC centre ?
Jan Aushadhi store can be opened at the VLE CSC centre only.
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CH-11D : HEALTHCARE SERVICES – DIAGNOSTIC SERVICES
Q1. A CSC center can offer what all diagnostic services ?

CSC offers two types of diagnostic services:
 Invasive
 Non-Invasive services
Q2. What are Invasive & Non-invasive services ?

Non-invasive basic body vitals can be tested by installing online health kiosk at CSCs
centers.
Below is the list of body vitals that can be tested at Common Service Centers at an
affordable cost.
 Body temperature
 ECG with & without doctor ratification
 Spirometery
 Oximetry
 Blood pressure
 Glucose Test.
 Urine Routine
 Dengue
 Malaria
Q3. What are the criteria for selection of Common Service Center for the installation
of the device ?
Criteria for selection of Common Service Center for the installation of the device are –
 Tele-medicine transactions, and

 Operational Jan Aushadhi store.
Q4. What is the average cost of these tests ?

The test price varies between Rs.10-Rs.100
Q5. Are there any charges for this installation ?

VLE has to make a security deposit against the device & a commitment of performance.
Q65. What is Invasive Service ?

Under Invasive services a VLE is trained as a Phlebotomist & can act as blood collection
agent.
141
Q7. Are there any charges for training under Phlebotomy ?
Yes a VLE has to pay the following –
 Rs.1600 for Training

 Rs.1000 for certification
 Post training VLE has to buy operational material for commencing operations at his
CSC.
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CH-11E : HEALTHCARE SERVICES – STREE SWABHIMAN
Q1. What is “Stree Swabhiman”?

It is a CSC SPV initiative in the area of female hygiene for making and providing sanitary
napkins at an affordable price to especially the rural and tribal females of India under the
brand name “Stree Swabhiman”.
Q2. Who can setup Sanitary Napkin Manufacturing Unit ?

Anyone can setup this Unit by investing setup cost.
Q3. What are the equipment used in MMU?

 Rolling raw material device
 Pressing plate
 Wings gumming device
 UV radiation sterilizer
 Back Gumming Device
Q4. What material used to make this product ?

“Stree Swabhiman” product is made up of :
 Virgin Wood Pulp sheet
 Gel Sheet
 Non-Women White Sheet
 Silicon Paper
 PE Back Sheet (White Color)
 Gum Eco friendly
 Plastic Cover for Packing.
Q5. How many workers required in an MMU ?

Usually 6 to 10 Women (Adult) workers are required to run a Stree Swabhiman MMU.
Q6. What is the productivity of a Unit in a day ?

In a day 1200-2000 pieces can be produced depending upon manpower’s efficiency.
Q7. Why should I Choose Stree Swabhiman product ?

Material used like Virgin wood pulp sheet, large wings etc. makes it more comfortable and
keeps girls /women irritation free for a long time make it more useful than others. Apart
from this the product is Bio-degradable, eco-friendly.
Q8. How it is better than other competitive products ?

Most of the sanitary products available in the market are made up of plastic or cotton latex
products which can harm the skin in long use, whereas in product “Stree Swabhiman” only
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virgin wood pulp sheet used with non-woven white sheet for comfort. Also due to heavy
soaking capacity and extended side protection it keeps women irritation free for extra more
hours.
Q9. How these Sanitary Napkin made ?

This napkin made by experience workforce (women worker) under a very hygienic
condition maintaining the standard norms of WHO.
Q10. What is the quality of Product ?

These pads are comfortable and soft for the skin. Virgin wood pulp sheet & non- woven
sheet used in this pad wick moisture away and absorb heavy quantity of flow and leave you
feeling drier.
Q11. What is absorbing capacity of the Pads made under “Stree Swabhiman”?
It contains Liquid / Gel without leakage for more than 8 to 12 hours.
Q12. Why it is so slim ?

Single gel sheet used in this product can absorb liquid more than another pads available in
market. As the width of Gel Sheet is less than cotton it looks Slim.
Q13. How many pieces in a Packet ?

There are 8 sanitary Napkins in a single packet.
Q14. What size are the available ?

Currently we are providing 260 mm size sanitary napkin which is equal to the XL, it will be
scaled up to all the sizes very soon.
Q15. Where one can sell this product ?

Nerarby Schools, Colleges, Medical Halls, Hospitals etc.
Q16. What to do with waste material ?

Waste material can be utilised to prepare pads for the womens after delivery and it can be
sold out or delivered to the hospitals.
1. Ms Ritu Godra Executive 9582063509 ritu.godra@csc.gov.in
2. Shri Kumar Pushpendra General Manager 9540007929 mohd.saleem@csc.gov.in
144
CH-11F : HEALTHCARE SERVICES – E-PASHU CHIKITSA
Q1. What is ePashu Chikitsa Service ?

CSC centres can now extend their helping hands to pet owners of livestock (Pashu
Palak/farmers) by providing tele-consultations from the prominent veterinary doctors in
their locality through CSCs.
Q2. What is the benefit out of it ?

Tele-Health consultancy is an innovative service to facilitate animal care at the door step of
the farmers via tele-consultation. It will provide low cost veterinary facilities to the farmers
in order to keep them safe from quacks of animal diseases. Farmers may visit the Common
Services Centres (CSCs) to get consultations from prominent veterinary doctors for
treatment of various deadly animal diseases and at the same time get the prescription and
advice towards precaution and safety of their livestock from various diseases.
Q3. What is the url of service portal ?

Service is available at www.krishaksarathi.org/epashu or can be access through digital
seva portal under health services. User Manual and banner can be downloaded from the
portal.
Q4. What is process flow to avail this service ?

The following Process Flow will be followed in E-Pashu Chikitsa-
The picture of
diseased part of Farmer would visit CSC The pictures would be
animal would be and do registration for shared with team of
captured by the doctor appointment. veterinary doctors.
farmer.
Farmer will share picture,

video and details about the Preferably, doctor would The doctors will
diseased part of animal consult farmer through diagnose and send the
through his/her mobile to video conferencing on advice/ prescription for
veterinary doctor's mobile mobile/laptop. the animal to the VLE.
number
Doctor can do video call and chat

and prescribe the medicine .
Q5. What are the diseases covered under this Service?

E-Pashu Chikitsa will generally cover the following diseases -
145
 Mastitis
 Milk Fever
 Silent Heat
 Repeat Breeding
 Endo parasitic and Ecto parasitic Infestation
 Decrease in milk yield
 Pneumonia
 Skin disease
 Fever
 Diarrhoea
 Hemorrhagic septicaemia
 PPR
 Rickets
 Maggot infestation
Q6. What is the fee for this service ?

Rs. 50 will be paid by the farmer to the VLE (18% GST will be applicable) to avail this
service.
Q7. What is actual wallet deduction ?

VLE pays Rs. 16.96 with TDS.
Q8. What are the information asked during the appointment ?

Famer name, Mobile number, Animal category, Age of Animal, Description/Symptoms of
problem with animal, Photo of deceased part etc.
Q9. How these information are used by CSC SPV?

The farmer’s personal information are used for the purpose of communication with farmer
to diagnose the disease.
1. Shri Omveer Assistant Manager 8447491161 omveer@csc.gov.in
146
CHAPTER-12
TOURS & TRAVELS
147
CH-12A : TOURS & TRAVELS - IRCTC Services
Q1. How to enter the Mobile number ?

Mobile no. should be unique which you have never used in IRCTC.
Q2. How to enter the Email ID ?

Email ID should be unique which you have never used in IRCTC.
Q3. How to enter the PAN ?

PAN should be unique which you have never used in IRCTC in personal User ID.
Q4. If my pan card details is already registered with IRCTC with Personal User ID ?
Kindly login www.irctc.co.in with personal User ID of IRCTC in which your PAN is
registered.
Now, you have to deactivate the wallet account from here to get release the PAN details if
you have created, as soon as the wallet account will be deactivated the PAN/AADHAAR
details will be released.
Make sure you don't have any balance in your wallet before deactivating it, if yes then use it
first then deactivate otherwise we will not be responsible for the remaining balance.
Q5. At the time Aadhaar updation, If Aadhaar details already exist with IRCTC ?
Kindly login www.irctc.co.in with personal User ID of IRCTC in which your Aadhaar details
are registered.
Now, you have to deactivate the wallet account from here to get release the Aadhaar details
if you have created, as soon as the wallet account will be deactivated the Aadhaar details
will be released.
Make sure you don't have any balance in your wallet before deactivating it, if yes then use it
first then deactivate otherwise we will not be responsible for the remaining balance.
Q6. By mistake I have entered the Existing Mobile/Email ID, then how I will
update my Mobile/Email ID.
Visit on Digital Seva portal and select the services of IRCTC, form will be opened on your
screen with option as below,
https://registration.csc.gov.in/cscservices/Services/IRCTC/Home.aspx
148
Now here you can change Mobile/ Email/Upload Address.
Q7. What are charges to become an IRCTC agent ?

The Registration fee to become an IRCTC agent Rs 1000/-
Q8. How can I cancel e-ticket and how will I get refund ?
E-Tickets (Reservations) can be cancelled only through Internet till Chart preparation of the
train and it is not allowed at face to face Railway Counters. If the user wishes to cancel his e-
Ticket, he can do so till the time of chart preparation for the train through the Internet. He
can log on to www.irctc.co.in and go to Booked Tickets link and select the ticket to be
cancelled and can initiate the cancellation by selecting the passengers to be cancelled.
Cancellation would b e confirmed online and the refund would be credited back to the
account.
Q9. How can I cancel e-ticket after preparation of chart ?

For any claims on e-tickets to be cancelled after the preparation of Reservation charts, the
user has to send an email at the earliest possible time to etickets@irctc.co.in giving full
details of the ticket and stating the claim, which would then be processed by IRCTC with the
Railway administration offline and refunds as sanctioned by the Railway administration
would be credited back to the Agent account.
Q10. How to postponed/preponed journey ?

This can be done on line by cancelling the original ticket and booking a fresh ticket.
Q11. Can partial cancellation be done ?

Yes. Partial Cancellation can be done. He can log on to www.services.irctc.co.in and go to
“Booked Tickets” link and select the ticket to be cancelled and can initiate cancellation by
selecting the passengers to be cancelled.
Q12. Can I book break -journey ticket ?

Presently this facility is not available for internet tickets.
149
Q13. Can I book student/other concession ticket ?
No this facility is not available for e-Ticket.
Q14. An agent can book Tatkal Ticket ?

Yes, agent can book tatkal ticket for selected trains one day in advance excluding date of
journey from the train originating station. It can be booked on the opening day from 10:30
hrs for AC class (1A/2A/3A/CC/EC/3E) and at 11:30 hrs for Non- AC class(SL/FC/2S) . e .g.
if train is to depart from originating station on 2nd Nov, Tatkal Booking for AC class will
Commence at 10:30 AM and for Non AC class will Commence at 11:30 AM on 1st Nov.
 Modification of ticket in any form is not permitted in Tatkal ticket.

 No refund will be granted on cancellation of confirmed Tatkal tickets.
 For contingent cancellation & waitlisted Tatkal ticket cancellations, charges will be
deducted as per existing Railway rules.
Q15. What is the commission for Agent ?

Rs.20 (Second /Sleeper) and Rs.40 -per e-ticket in case of all other classes (1AC, 2AC, 3AC,
CC, 3E, FC) irrespective of the number of passengers booked on an e-ticket.
Q16. Can an agent file the TDR ?

Yes, he has to send mail only from registered Email ID (which he mentioned in his IRCTC
profile) with complete details of ticket for filling the TDR as below,
Email ID- etickets@irctc.co.in, tdrprocess@irctc.co.in
Q17. Can an agent reset the login password ?

Ans. An agent can reset the password from their end after login on following link,
https://www.operations.irctc.co.in/AgentInterface/loginHome.jsf
Q18. How to regenerate the Activation Code ?

This is only possible from agent end.
Q19. I haven’t receive my code till now, which I had registered on dated --------
?(OLD DATA) How do I get it ?
Customer care executive will reply to the Agent as per the status of sheet.
1. Md Wasif Ali Executive 9810283160 wasif.ali@csc.gov.in
150
CH-12B : TOURS & TRAVELS - AIR TICKETING
Q1. How to book airlines ticket through CSC Travel ?

Login Digitalseva -> Click on Travel -> Click on Flight Tickets, select One Way for one side ticket
and Return for bothway, select date, flight, sectors then click on proceed. Fare details will be
displayed. Check carefully some airlines do not provide commission, do not book such tickets.
Q2. How to take print out of the Air Ticket?

Queues – A drop down menu will appear. SELECT AIR TICKET QUEUE. Select the Date Range
and CLICK on View Report. Click on View Ticket to Print the TICKET (Either in Color/Normal).
Q3. How can I process the refund request online in case flight was cancelled or
ticket got cancelled from the airline office ?
Go to : TRAVEL – FLIGHT TICKET – QUEUES – AIR TICKET QUEUES – ENTER YOUR PNR NO. – SELECT
DATE RANGE – APPLY – CHANGE REQUEST – Fill all the required details to process the request of
refund – SENT REQUEST. Amount will be refunded within 2-3 working days.
Q4. How can I cancel my flight tickets ?

QUEUES – AIR CHANGE REQUEST QUEUES fill your details and cancel your ticket. Here you can
cancel your ticket by filling your ticket details in the provided description. After this your
CREDIT NOTE will generate which includes each and every details of your amount. And you
can confirm it by checking status weather your ticket is cancelled or not. Amount will be
refunded within 2-3 working days.
Q5. How to get refund if flight is cancelled or ticket is cancelled at airport or at

counters?
In this case VLE has to process Online Refund Request. 100% refund if flight was cancelled
by the airlines and process refund if ticket got cancelled at Airline office.
Q.6 How to get refund of cancelled ticket?

Kindly create ticket in portal purchase head. GO TO: SUPPORT - TICKET - CREATE TICKET - I HAVE
DONE A TRANSACTION if flight is cancelled amount will be refunded when Airlines refund
such amount to CSC.
Q7. How to get refund if AIR INDIA (International) ticket is cancelled/flight

cancelled ?
Amount will be refunded in 3 months time.

1. Md Wasif Ali Executive 9810283160 wasif.ali@csc.gov.in
151
CHAPTER-13
UTILITY BILL PAYMENT SERVICE
152
CH-13A : UTILITY BILL PAYMENT SERVICE – BBPS
Q1. What is BBPS ?

Bharat Bill Payment System (BBPS) is a Reserve Bank of India (RBI) conceptualised system
driven by National Payments Corporation of India (NPCI) that offers interoperable and
accessible bill payment service to consumers via digital (bank channels) as well network of
agents & bank branches online platform developed by the National Payments Corporation
of India for utility bill payments. The platform provides an interoperable service through a
digital and network of agents i.e. bank internet banking, mobile banking and retail shops for
payment, at one place, anytime anywhere
Q2. What are the current biller categories in BBPS ?

BBPS covers repetitive payments for everyday utility services such as electricity, water, gas,
telecom (mobile postpaid, landline postpaid, broadband) and Direct-to-Home (DTH).
Gradually, the scope would be expanded to include other types of repetitive payments like
insurance premium, mutual funds, school fees, EMI"s, municipal taxes etc.
Q3. What are the utility bills I can pay ?

The categories that are currently covered in BBPS are Electricity, Telecom (Landline Post
paid, Mobile post-paid and Broad-band Post-paid), Gas, Water and DTH. Gradually more
categories would be covered under BBPS.
Q4. Who is BBPCU ?

"National Payments Corporation of India (NPCI) has been authorized by Reserve Bank of
India (RBI) as the Bharat Bill Payment Central Unit (BBPCU), which is responsible for
setting business standards, rules and procedures for technical and business requirements
for all participants. The BBPCU undertakes clearing and settlement activities related to
transactions routed through BBPS."
Q5. What is Bharat Bill Payment Operating Unit (BBPOU) ?

Bharat Bill Payment Operating Units (BBPOUs) will be authorised operational entities,
adhering to the standards set by the BBPCU for facilitating bill payments online as well as
through a network of agents, on the ground. CSC E-Governance Services India Limited is a
BBPOU.
Q6. Who is an Agent ?

"Agents are the customer touch points and service points in the BBPS Ecosystem which will
be available in the following forms: Branch offices, Collection centres, Retail Outlets and
other service points. An agent would be sole the touch-point for Customers to walk in any
153
Outlet/service point with BBPS Logo and make a bill payment. Agents can accept bill
payments through various modes. Agents may be on-boarded either directly by BBPOU or
by Agent Institutions to offer BBPS services."
Q7. Who is a Consumer ?

A consumer is the entity who wants to make a bill payment to any biller that is a part of the
BBPS system. Consumer can make a bill payment of any of the bills e.g. Electricity, post-
paid, landline, gas, DTH etc. online or through any BBPS Agent Outlet. The BBPS enabled
Agent Outlet could be any retail store or Bank branch with the BBPS Logo or banner.
Q8. Who is a Biller ?

Billers are the service providers who shall receive payments from customers for any
services rendered. By participating in the BBPS scheme, the biller will be able to receive
payments from third party channels for the services provided to the customer. The major
category of billers would be many utility billers like Electricity, telecom (post-paid), DTH,
gas and water. Over a period of time school/university fees, municipal taxes etc. would be
accepted. The category of billers eligible to participate in BBPS will be specified from time
to time by RBI.
Q9. What are the benefits of Using BBPS ?

The biggest advantage is that the consumer has the "Control" of all his bills at one place and
can be paid anywhere and anytime. A Transaction can be done on any customer facing
channel be it Electronic (like Internet, Mobile, Kiosk ATMs, etc.) Or Physical outlets like
branches, retail across the country via Cash, Card, IMPS, etc.
Q10. What are the customer benefits of using BBPS ?

BBPS will offer the facility of “Anytime Anywhere” payment of bills, participating on
network, to customers through a network of agents.
 It is expected to provide an a unbanked and under-banked population.
 BBPS will provide interoperability so that consumers can pay the bills of any
biller at a point.
 The bill payment service points are expected to become ubiquitous, available to
near their place of work or residence.
 Any customer will be able to pay bills of the billers enroll centre.
 Furnishes instant confirmation of payment made via a payment

receipt/confirmation message. The receipt could be in the form of SMS/ email/
print out as desired by the customer.
 The BBPS brand will assure trust and confidence amongst consumers for the
certainty, reliability and safety of the transaction.
154
Q11. Will I get a payment receipt after the bill payment has been made ?
The consumer would get an instant confirmation and receipt once the transaction is
successfully completed, An SMS would also be triggered by the bank/non-bank.
Q12. What are transaction charges for a bill payment ?

For an electronic transaction done at customer’s own bank, there are nil charges. But for a
transaction done at physical outlet or bank branches convenience fee would be levied
accordingly.
Q13. How can I become an agent on the BBPS platform ?

Once a user is on-boarded on the Registration Portal as a VLE, he will become an agent on
the BBPS platform within 30-45 days of receiving his credentials.
Q14. How can I (VLE) raise a complaint ?

A VLE can use his CSC connect credentials to log on Digital Seva Portal. Post login, the VLE
can raise a ticket through the Support module available on the dashboard. The VLE can also
contact on the toll free number for any assistance.
1. Ms Parul Arora Project Manager 9871406366 parul.arora@csc.gov.in
155
CH-13B : UTILITY BILL PAYMENT –Electricity & Water Bill Payment
Q.1. How to make payment for water and electricity bills from CSC portal ?
Select your state if water bill or electricity bill payment option is displaying, click on link, fill
K. No or CA No., fill other details and click on payment.
Q2. What are the Other options to pay water bill and electricity bill ?
Use BBPS option and make payment through CSC wallet.
Q3. What is the Procedure to refund unsuccessful transaction amount to VLE ?

Amount will be refunded within 2-3 days if transaction is unsuccessful, it depends upon
merchant to merchant. In some cases, auto refund is also enabled.
1. Ms Sefali Bharti Executive 8285752332 sefali.bharti@csc.gov.in
156
CHAPTER-14
E-RECHARGE
157
CH-14A : E-RECHARGE
Q1. Services covered under e-recharge ?

Mobile/DTH recharge.
Q2. Procedure to use recharge services ?

Go to Telecom services, select option, fill Mobile no/DTH card no., fill amount then fill wallet
pin.
Q3. Commission Structure ?

Different companies provided different commission on different packages. VLE can
commission amount from order history or amount displayed while doing online
transaction.
Q4. How to get refund if transaction is failed/unsuccessful ?

You will get it automatically otherwise raise ticket in support system while selecting option
“ I have done a transaction” provide transaction details, department will help you.
1. Ms Neena Sharma Manager 8130567373 neena.sharma@csc.gov.in
158
CHAPTER-15
ANNEXURES
159
ANNEXURE-A
Indian Citizens (including those located outside India)
Proof of Identity Proof of Address Proof of date of birth
Copy of the following documents if
(i) Copy of - (i) Copy of - they bear the name, date, month and
year of birth of the applicant, namely -
(a) Aadhaar Card issued by the Unique (a) Aadhaar Card issued by the Unique a. Aadhaar card issued by the Unique
Identification Authority of India; or Identification Authority of India; or Identification Authority of India;or
(b) Elector’s photo identity card; or (b) Elector’s photo identity card; or b. Elector's photo identity card; or
(c) Driving License; or (c) Driving License; or c. Driving license; or
(d) Passport; or (d) Passport; or d. Passport; or

(e) Ration card having photograph of the e. Matriculation certificate or Mark
(e) Passport of the spouse; or
applicant; or sheet of recognized board; or
f. Birth certificate issued by municipal
authority or any office authorised to
issue birth and death certificate by the
(f) Post office passbook having
(f) Arm’s license; or Registrar of Birth and Deaths or the
address of the applicant; or
Indian Consulate as defined in clause (d)
of sub-section (1) of section 2 of the
Citizenship Act, 1955 (57 of 1955); or
g. Photo identity card issued by the
(g) Photo identity card issued by the Central Government or State
(g) Latest property tax assessment
Central Government or State Government Government or Central Public Sector
order; or
or Public Sector Undertaking; or Undertaking or State Public Sector
Undertaking; or
(h) Pensioner card having photograph of h) Domicile certificate issued by the h. Domicile certificate issued by the
the applicant; or Government; or Government; or
(i) Allotment letter of accommodation i. Central Government Health Service
(I) Central Government Health Scheme
issued by the Central Government or Scheme photo card or Ex-servicemen
Card or Ex-Servicemen Contributory
State Government of not more than Contributory Health Scheme photo
Health Scheme photo card.
three years old; or card; or
(ii) Certificate of identity in Original
signed by a Member of Parliament or
Member of Legislative Assembly or (j) Property Registration Document;
j. Pension payment order; or
Municipal Councilor or a Gazetted officer, or
as the case may be (in prescribed
format) ; or
(iii) Bank certificate in Original on letter
head from the branch(alongwith name
and stamp of the issuing officer) (ii) Copy of following documents of k. Marriage certificate issued by the
containing duly attested photograph and not more than three months old - Registrar of Marriages; or
bank account number of the applicant (in
prescribed format) .
l. Affidavit sworn before a magistrate
(a) Electricity Bill; or
stating the date of birth.
(b) Landline Telephone or Broadband
connection bill; or
(c) Water Bill; or
160
Proof of Identity Proof of Address Proof of date of birth
(d) Consumer gas connection card or
book or piped gas bill; or
(e) Bank account statement or as per

Note 2 ; or
(f) Depository account statement; or
(g) Credit card statement; or
(iii) Certificate of address signed by

a Member of Parliament or Member of
Legislative Assembly or Municipal
Councilor or a Gazetted officer, as the
case may be (in prescribed format) or
(iv) Employer certificate in original (in
prescribed format).
Note : Note :
1. In case of Minor, any of the above
mentioned documents as proof of identity
1. Proof of Address is required for
and address of any of parents/guardians
residence address mentioned in item
of such minor shall be deemed to be the
no. 7.
proof of identity and address for the
minor applicant.
2. For HUF, an affidavit made by the Karta

2. In case of an Indian citizen residing
of Hindu Undivided Family stating name,
outside India, copy of Bank Account
father’s name and address of all the
Statement in country of residence or
coparceners on the date of application
copy of Non-resident External (NRE)
and copy of any of the above documents
bank account statements (not more
in the name of Karta of HUF is required is
than three months old) shall be the
required as proof of identity, address and
proof of address.
date of birth.
161
ANNEXURE-B
Foreign Citizen located within & outside India at the time of application for PAN
Proof of Identity Proof of Address
For Individuals
1. Copy of passport, or 1. Copy of Passport, or
2. Copy of Person of Indian Origin (PIO) card issued 2. Copy of Person of Indian Origin (PIO) card issued by
by Government of India, or Government of India, or
3. Copy of Overseas Citizen of India (OCI) card issued 3. Copy of Overseas Citizen of India (OCI) card issued by
by Government of India, Or Government of India, or
4. Copy of other national or citizenship Identification 4. Copy of other national or citizenship Identification
Number or Taxpayer Identification Number duly Number or Taxpayer Identification Number duly attested
attested by “Apostille” (in respect of countries which by “Apostille” (in respect of the countries which are
are signatories to the Hague Convention of 1961) or
signatories to the Hague Convention of 1961) or by the
by the Indian Embassy or High Commission or
Indian Embassy or High Commission or Consulate in the
Consulate in the country where the applicant is
country where the applicant is located or authorised
located or authorised officials of overseas branches of
Scheduled Banks registered in India (in prescribed officials of overseas branches of Scheduled Banks registered
format) . in India or
5. Copy of Bank account statement in the country of

residence, or
6. Copy of Non-resident External (NRE) bank account
statement in India, or
7. Copy of Certificate of Residence in India or Residential
permit issued by the State Police Authorities, or
8. Copy of Registration certificate issued by the Foreigner's

Registration Office showing Indian address, or
9. Copy of Visa granted & Copy of appointment letter or
contract from Indian Company & Certificate (in original) of
Indian address issued by the employer.
Note: In case .Office Address (of India). is mentioned in
application made by foreign citizens, then it is mandatory to
provide following documents as proof for office address in
addition to any of the above residence proof: I. Copy of
appointment letter/contract from Indian Company and II.
Certificate (in original) of address in India of applicant
issued by authorized signatory of employer on employer's
letter head mentioning the PAN of the employer and III.
Copy of PAN card for the PAN mentioned in the employer's
certificate.
162
Proof of Identity Proof of Address
For other than Individuals :
1. Copy of Certificate of Registration issued in the
1. Copy of Certificate of Registration issued in the country
country where the applicant is located, duly attested
where the applicant is located, duly attested by “Apostille”
by “Apostille” (in respect of the countries which are
(in respect of the countries which are signatories to the
signatories to the Hague Convention of 1961) or by
Hague Convention of 1961) or by the Indian Embassy or
the Indian Embassy or High Commission or Consulate
High Commission or Consulate in the country where the
in the country where the applicant is located or
applicant is located or authorised officials of overseas
authorised officials of overseas branches of Scheduled
branches of Scheduled Banks registered in India
Banks registered in India
2. Copy of registration certificate issued in India or of 2. Copy of registration certificate issued in India or of
approval granted to set up office in India by Indian approval granted to set up office in India by Indian
Authorities. Authorities.
Having office of their own in India :
Copy of Certificate of Registration issued by the Registrar of
Company
Companies.

Partnership Firm
Firms or Copy of partnership deed.
Limited Liability Partnership
LLPs
Copy of trust deed, or
Trust
Copy of certificate of registration number issued by Charity
Commissioner.
Copy of agreement, or
Copy of certificate of registration number issued by Charity
Commissioner /Registrar of Co-operative Society / any
Association of Persons (AOP), Body of Individuals
other Competent Authority, or
(BOI), Local Authority or Artificial Juridical Person
any other Document originating from any Central / State
Government Department establishing identity and address
of such person.
Having no office of their own in India :

1. Copy of Certificate of Registration issued in the country
where the applicant is located, duly attested by “Apostille”
(in respect of the countries which are signatories to the
Hague Convention of 1961) or by the Indian Embassy or
High Commission or Consulate in the country where the
Company/LLP/Partnership Firms/Trusts/AOP/
applicant is located or authorised officials of overseas
BOI/Local Authority/Artificial Juridical Person
branches of Scheduled Banks registered in India(in
prescribed format) ; or
2. Copy of registration certificate issued in India or of
approval granted to set up office in India by Indian
Authorities.
163
ANNEXURE-C
List of State Level Nodal Agencies for PMAY(U)
State Organisation Name Address Email
UT of Andaman & Municipal Council, Port Blair-
Andaman & Nicobar jspwdud@gmail.com
Nicobar 744101
Andhra Pradesh
Flat No.502, Vijaya Lakshmi
Township Infrastructure aptsidco@gmail.com,
Andhra Pradesh Residency, Gunadhala,
Development mdswachhandhra@gmail.com
Vijayawada - 520004
Corporation Limited.
Andhra Pradesh State A.P.State Housing Corporation
Andhra Pradesh Housing Corporation Ltd., Himayatnagar,Hyderabad - apshcl.ed@gmail.com
Limited 500029
Department of Urban
Government of chiefengineercumdir2009@yahoo.com,
Arunachal Pradesh Development & Housing, Mob-II,
Arunachal Pradesh cecumdirector@udarunachal.in
Itanagar
Block A, Room No. 219, Assam
Assam Govt. of Assam Secretariat, Dispur, Guwahati- directortcpassam@gmail.com
781006
Urban Development & Housing
Department, Vikash Bhavan,
Bihar Govt of Bihar sltcraybihar@gmail.com
Bailey Road,New Sectt. Patna- 15,
Bihar
Chandigarh Housing
Chandigarh Sec- 9-D,Chandigarh-160017 chb_chd@yahoo.com, info@chb.co.in
Board
Mahanadi Bhawan, Mantralay
Chattisgarh Govt of Chattisgarh Naya Raipur, Chhattisgarh Room pmay.cg@gmail.com
No. S-1/4
Dadra & Nagar Haveli UT of Dadra & Nagar
Secretariat, Silvassa-396220 devcom-dd@nic.in
and Daman & Diu Haveli and Damn & Diu
UT of Dadra & Nagar
Dadra & Nagar Haveli Secretariat, Silvassa-396220 pp_parmar@yahoo.com
Haveli
GSUDA 6th Floor, Shramshakti
Goa Government of Goa gsuda.gsuda@yahoo.com
Bhavan, Patto- Panaji
Affordable Housing Mission, New
gujarat.ahm@gmail.com,
Gujarat Govt of Gujarat Sachivalya, Blk No. 14/7, 7th
mis.ahm2014@gmail.com
floor, Gandhinagar-382010
Bays-11-14, Palika Bhavan,
State Urban Development
Haryana Sector-4, Panchkula -134112, suda.haryana@yahoo.co.in
Agency
Haryana.
Directorate of Urban
Himachal Pradesh Palika Bhavan, Talland, Shimla ud-hp@nic.in
Development
Jkhousingboard@yahoo.com,
Jammu & Kashmir J&K Housing Board
raysltcjkhb@gmail.com
3rd floor, Room No: 326, FFP
Urban Development jhsltcray@gmail.com,
Jharkhand Building, Dhurwa, Ranchi,
Department director.ma.goj@gmail.com
Jharkhand, PIN 834004
State Poverty Eradication TRIDA Building, Jn.Medical
Kerala uhmkerala@gmail.com
Mission College P O Thiruvananthapuram
Urban Administration Palika Bhawan, Shivaji nagar, addlcommuad@mpurban.gov.in,

Madhya Pradesh
and Development, GoMP Bhopal, Pin-462016 mohit.bundas@mpurban.gov.in,
Griha Nirman Bhawan, 4th Floor,

Government of mhdirhfa@gmail.com,
Maharashtra Kalanagar, Bandra (East), Mumbai
Maharashtra cemhadapmay@gmail.com
400051
164
State Organisation Name Address Email
Town Planning Department,
Government of Manipur, hfamanipur@gmail.com,
Manipur Govt. of Manipur
Directorate Complex, North AOC, tpmanipur@gmail.com
Imphal-795001,
Raitong Building , Meghalaya Civil
Meghalaya Govt of Meghalaya duashillong@yahoo.co.in,
Secretariat, Shillong-793001
Urban Development &
Development and Poverty
Mizoram Poverty Alleviation, hvlzara@gmail.com
Alleviation, Thakthing Tlang,
Government of Mizoram
Aizawl, Mizoram, Pin: 796005
Municipal Affairs cell, A.G. Colony,
Nagaland Govt. of Nagaland zanbe07@yahoo.in
Kohima - 797001
Housing & Urban
1st Floor, State Secretariat, Annex
Odisha Development (H&UD) ouhmodisha@gmail.com,
- B, Bhubaneswar - 751001
Department
Town & Country Planning
Puducherry Govt. of Puducherry Department, Jawahar Nagar, tcppondy@gmail.com
Bomian Pet, Puducherry-605005
Punjab Urban PUDA Bhavan, Sector 62, SAS

Punjab office@puda.gov.in/ca@puda.gov.in
Development Authority Nagar, Mohali, Punjab
Rajasthan Urban
Drinking Water,
Sewerage & 4-SA-24, Jawahar Nagar, Jaipur,
Rajasthan hfarajasthan2015@gmail.com
Infrastructure Rajasthan
Corporation Ltd
(RUDSICO)
Department of UD & Housing,
Sikkim Govt of Sikkim Govt of Sikkim, NH 31A, gurungdinker@gmail.com
GANGTOK-737102
Tamil Nadu Slum Clearance
Tamil Nadu Govt. of Tamil Nadu Board, No.5 Kamarajar Salai, raytnscb@gmail.com
Chennai - 600 005 Tamil Nadu
Commissioner and Director of
Municipal Administration 3rd
Telangana Govt of Telangana tsmepma@gmail.com
Floor Ac Guards Public Health
Lakdikapool Hydrabad
Directorate Of Urban
Development Government of
Tripura Govt. of Tripura, Tripura Pt. Nehru Complex, sipmiutripura@gmail.com
Gorakha Basti, 3rd Floor, Khadya
Bhawan, Agartala. Pin-799006
Uttarakhand Authority 85A, Mothorawala Road pmayurbanuk@gmail.com,
Development
Ajabpur kalan Dehradun
9th Floor Vishweshwaraih
Karnataka Govt. of Karnataka Towers, Dr.AmbedkarVeedhi dmaray2012@gmail.com
,Bangalore 560001
ILGUS Bhaban, Block H-C Block,
West Bengal Sector 3, Bidhannagar, Kolkata - cp.suda@gmail.com
Authority
700106
State Urban Development Navchetna Kendra, 10, Ashoka
Uttar Pradesh hfaup1@gmail.com
Agency (SUDA) Marg, Lucknow- 226002
165
list of Cities not to be Covered under PMG DISHA ANNEXURE-D
City Population -
Sl. No. State Name of City
Census 2011)
1 Maharashtra Greater Mumbai (M Corp.) 1,24,7 8,447
2 Karnataka Bruhat Bengaluru Mahanagara Palike (BBMP) 84,25,970
3 Andhra Pradesh Greater Hyderabad (M Corp.) 68,09,970
4 Gujarat Ahmadabad (M Corp.) 55,70,585
5 Tamil Nadu Chennai (M Corp.) 46,81,087
6 West Bengal Kolkata (M Corp.) 44,86,679
7 Gujarat Surat (M Corp.) 44,62,002
8 Maharashtra Pune (M Corp.) 31,15,431
9 Rajasthan Jaipur (M Corp.) 30,73,350
10 Uttar Pradesh Lucknow (M Corp.) 28,15,601
11 Uttar Pradesh Kanpur (M Corp.) 27,67,031
12 Maharashtra Nagpur (M Corp.) 24,05,421
13 Madhya Pradesh Indore (M Corp.) 19,60,631
14 Maharashtra Thane (M Corp.) 18,18,872
15 Madhya Pradesh Bhopal (M Corp.) 17,95,648
16 Andhra Pradesh Greater Visakhapatnam Municipal Corporation) 17,30,320
17 Maharashtra Pimpri-Chinchwad (M Corp.) 17,29,359
18 Bihar Patna (M Corp.) 16,83,200
19 Gujarat Vadodara (M Corp.) 16,66,703
20 Punjab Ludhiana (M Corp.) 16,13,878
21 Uttar Pradesh Agra (M Corp.) 15,74,542
22 Maharashtra Nashik (M Corp.) 14,86,973
23 Haryana Faridabad (M Corp.) 14,04,653
24 Uttar Pradesh Meerut (M Corp.) 13,09,023
25 Gujarat Rajkot (M. Corp) 12,86,995
26 Maharashtra Kalyan-Dombivali (M Corp.) 12,46,381
27 Maharashtra Vasai Virar City (M Corp.) 12,21,233
28 Uttar Pradesh Varanasi (M Corp.) 12,01,815
29 Jammu & Kashmir Srinagar (M Corp.) 11,92,792
30 Maharashtra Aurangabad (M Corp.) 11,71,330
31 Jharkhand Dhanbad (M Corp.) 11,61,561
32 Punjab Amritsar (M Corp.) 11,32,761
33 Maharashtra Navi Mumbai (M Corp.) 11,19,477
34 Uttar Pradesh Allahabad (M Corp.) 11,17,094
35 Jharkhand Ranchi (M Corp.) 10,73,440
36 West Bengal Haora (M Corp.) 10,72,161
37 Tamil Nadu Coimbatore (M Corp.) 10,61,447
38 Madhya Pradesh Jabalpur (M Corp.) 10,54,336
39 Madhya Pradesh Gwalior (M Corp.) 10,53,505
40 Andhra Pradesh Vijayawada (M Corp.) 10,48,240
166
City Population -
Sl. No. State Name of City
Census 2011)
41 Rajasthan Jodhpur (M Corp.) 10,33,918
42 Tamil Nadu Madurai (M Corp.) 10,16,885
43 Chhattisgarh Raipur (M Corp.) 10,10,087
44 Rajasthan Kota (M Corp.) 10,01,365
45 Assam Guwahati (M Corp.) 9,63,429
46 Maharashtra Solapur (M Corp.) 9,51,118
47 Karnataka Hubli-Dharwad *(M Corp.) 9,43,857
48 Uttar Pradesh Bareilly (M Corp.) 8,98,167
49 NCT of Delhi DMC (U) (M Corp.) 1,10,07,835

50 Chandigarh Chandigarh (M Corp.) 9,60,787
167
ANNEXURE-E
Minimum infrastructure requirement for a centre to start PwD batch
S. No. Accreditation Standard Minimum Requirement/Quantity
Classroom area/ Capacity of Classroom (for each

1 300 Square feet/10 sq ft per trainee
Classroom) Should be on ground floor.
Laboratory area/ Capacity of Laboratory (for each
2 300 Square feet/10 sq ft per trainee
Laboratory)
4 Separate Washroom facility for male and female trainees Yes
5 Cleanliness and Hygiene Yes

8 Differently-abled friendly Training Centre Yes
Proximity of the Training Centre to PublicTransport

9 System I.e. Bus Stop/Stand, Metro Station, Railway Yes
Station etc.
10 Availability of Internet Yes
Stationery kit – Staples, Glue, Chart Paper, Sketch Pens,

11 Yes
Scale, A4 Sheets, Pen, Pencil, Notepad etc.
12 First- Aid Kit Yes

13 Fire Fighting Equipment Yes
14 Projector with screen in Classrooms 1
15 Computer 10
16 Computer Table 10
17 Printer 1
18 Scanner 1
19 Head Phones 10
20 White Board, Markers and Eraser Yes
21 Power backup yes
168
ANNEXURE-F
Courses available under Self-Paid Courses and what is the VLE Commission Structure
VLE Commission
Courses Level Course Fee in Rs.
in Rs. (approx.)
Digital Wellness Basic 250 128

Computer Hardware& Troubleshooting Basic 500 257
Air conditioning Foundation 1250 644
Repairing of Auto Air Conditioning System Expert 1500 772
Assistant Motorcycle Mechanic Foundation 1250 644
Motorcycle Mechanic Expert 1500 772
Assistant Scooter Mechanic Foundation 1250 644
Basic Electrician Foundation 1250 644
Basics of Engineering Drawing Foundation 1250 644
Fitting Foundation Foundation 1250 644
House Wiring Foundation 1250 644
Quality Control Foundation 1250 644
Welding Foundation Foundation 1250 644
DTH Technician Basic 1000 600
169
ANNEXURE-G
FAMILY KIT FOR HEALTH PLAN FOR ALL
SL No. Disease Names Medicine Name Dosage

A Muscle sprain Arnica 30 2 pills 4 hourly stop when better
B Injuries due to falls Arnica 30 2 pills 4 hourly stop when better
C Stomach upset because of overeating NV 30 2 pills 4 hourly stop when better
D Acidity after drinking too much tea, coffee NV 30 2 pills 4 hourly stop when better
E For beginning of fever and cold Aconite 30 2 pills 8 hourly stop when better
F For any sudden and severe pains Bell 30 2 pills 4 hourly stop when better
G Sudden rise in fever Bell 30 2 pills 4 hourly stop when better
Vomiting and loose motions due to spoilt or
H Ars Alb 30 2 pills 4 hourly stop when better
bad food
Sneezing and cold with thirst and feeling
I Ars Alb 30 2 pills 4 hourly stop when better
chilly
Sneezing and cold with thirst for water and
J Ars lod 6 2 pills 3 hourly stop when better
feeling hot
K Sore throat Merc Sol 6 2 pills 2 hourly stop when better
J Ulcers on tongue, in mouth Merc Sol 6 2 pills 2 hourly stop when better
Pain in muscles and bones from too much
L RT 30 2 pills 4 hourly stop when better
physical work or exercise
Pain in joints, muscles, made worse on
M Bry 30 2 pills 4 hourly stop when better
movement
Severe headache with pain in eyes, worse on
N Bry 30 2 pills 4 hourly stop when better
movement
O Constipation with hard and painful stools Bry 30 2 pills 4 hourly stop when better
P Urinary troubles Cantharis 30 2 pills 4 hourly stop when better
Q For hoarseness/irritation of voice Caust 30 2 pills 4 hourly stop when better
R For cough coming on in cold weather Hepar Sulph 30 2 pills 4 hourly stop when better
170
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HELPDESK FAQs

CSC E-Governance Services India Limited

 Assignments of tickets to Verticles for resolution.

The Service/Field-wise FAQs are detailed in the following Sections.

Q1. What is CSC 2.0 ?

Q2. What are the eligibility criteria to become a VLE ?

Q3. How to register for CSC ID ?

a) Visit the URL http://register.csc.gov.in.

Q5. What is an Application number ?

b) Click on “Applications” menu and select “Application Status” option.

Q7. How I will get the DigiMail credentials ?

b) Click on the link and you will be directed to “DigiMail “Portal.

Q9. When would I be able to provide CSC services after acceptance of my

g) Each registered entrepreneur has to pass the Tele-Entrepreneurs Course available on

5. ORDERS: Order History is available in order Menu.

Q11. How can I add money/ recharge/ Top up my Wallet ?

Q13. How Can I change my “Digital Seva Password ?

Q14. How Can I change my “Wallet PIN ?

Wallet Pin Criteria :

Q15. When a CSC ID can be deactivated/blocked/deleted from the system ?

Q18. Which is the implementing agency for CSC 2.0 ?

Q19. What is the Project Duration ?

Q20. How many CSC will by established in India ?

Q21. What are the infrastructure requirement for setting up of a CSC ?

Q22. What is the procedure of selection of VLEs ?

Q24. Is setting up of more than one CSC at a single location allowed ?

Q26. Is there any Monetary Support from Government to CSCs ?

1. States having upto 20 Districts : 1 State level resource per State

Q30. Who are the key stakeholders in CSC 2.0 ?

Q31. What is the revenue sharing with the VLEs ?

Sl No. Name Designation Mobile No. E-Mail ID

Central G2C Services

Q1. What types of passports are issued in India?

1. Ordinary Passport : An ordinary passport has blue cover, and consists of 36 or 60

3. Official Passport: Has grey cover ; Issued to designated Non-gazetted Government

Q2. What is the definition of minor for issue of passport ?

Q4. Is Identity Certificate mandatory for Government/Public Sector/Statutory

Q12. Do I need to provide original documents or will certified copies or extract

 Transfer/School leaving/Matriculation Certificate issued by the school last

 Aadhaar Card/E-Aadhaar having the date of birth of the applicant

 Policy Bond issued by Public Life Insurance Corporations/Companies containing the

Q16. How can I fill Passport on line form through CSC?

Q17. What can I do if Authorization Fail ?

Q19. What is the validity of Fee ?

Q20. How can I get Refund My payment?

Sl No. Name Designation Mobile No. E-Mail ID

Q1. How do apply for Pan?

1. Form 49A (for Indian Citizens)

Q2. Can I make an application in plain paper ?

1. Form 49A (for Indian Citizen)

Q4. How do I fill pan application form ?

Proof of identity (POI)

Q6. What is the procedure for applicant who cannot sign ?

Q 1. How to use PAN Service ?

Q2. How to fill form off line or on line ?

Q3. How can I upload document in UTIITSL portal ?

Q3A. How to make PDF of 5 pages ?

Q3B. How to set pixel 213x213 & size of File ?

Q4. Is it mandatory to send the hard copies of the applicant ?

Q5. How to track status of ARN ?

Q6. Does objection related documents needs to be sent to UTIITSL ?

Q9. If applicant is minor, what will be the procedure ?

B. PAN Application Through NSDL