Title: SUWIDHA [Single User WIndow Disposal Help line for Applicants] – Services Facilitation to Citizens - An experience to share Author: Sunil Kumar (TD&SIO) & Vikram Jit Grover (TD), NIC-Punjab State Centre Publication: Conflux 2005 Souvenier Abstract: Automation of internal processes without improving the delivery of services nullifies the real effect and defeats the very purpose of e-governance. Deployment of Information Technology (IT) associated with re-engineering of processes and coupled with citizen-centric approach, to facilitate delivery of services, can translate vision of good governance into a reality. Citizens face lot of problems while interacting with the Government because of complex procedures, cumbersome processes and manual processing. In Punjab, [Single User WIndow Disposal Help line for Applicants] SUWIDHA (literally means Facilitation) project has been implemented through out the state with National Informatics Centre (NIC) as technical partner to provide single window services for the acceptance of applications as well as delivery of services with each service/job having specified and defined processing time. The project is self-sustainable and is widely accepted by both masses as well as administrators. The success of SUWIDHA has shown that the people on both ends of the system are receptive to e-governance initiatives, provided it is people-friendly, supportive to administration and simple in operations and implementation.