Online help for departmental user
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This online help page helps a departmental user in processing application forms(service requests) submitted by the citizen. The page consists of the following subsections:

Introduction

  • AP Portal is an interactive portal providing government services to citizens in addition to displaying information and static content.
  • The citizen can avail a service provided he/she is a registered user with AP Portal. The citizen avails of a service through an online application form which he can fill and submit online (over the internet). The citizen can choose to submit the application form for a particular service at any of the locations at which the particular GoAP organization providing the service has an office. For example, an application for a birth/death certificate for a person who is a native of Kurnool can be submitted in Hyderabad provided, the GoAP organization issuing the certificate has an office at Kurnool.

  • The underlying AP Portal system routes the form in such a way that the form reaches the correct office and the correct processing authority. The processing authority will be referred to as "organization user" in the context of this document.
  • In addition to the organization user, there will be a portal administrator who will perform important (in the context of organization users) tasks such as:

    (a) Defining organizations
    (b) Defining organization administrators
 

Definition of key terms in context of AP Online

  • GOAP Organization
    A GoAP organization (HOD) is a unit that comes under an administrative department of the government of AP and renders services to the citizens. For example: The Commissionerate of Commercial Taxes is a GoAP organization that comes under the department of Revenue.

  • GOAP Organization user
    A GoAP organizational user is the individual who uses the AP Portal to process citizen/business requests and renders a service to them.

  • Services renderred by GoAP Organizations
    A service is rendered by a GoAP organization in response to a service request from a citizen / business. For example, Provisional Registration of a Small Scale Industry is a service provided by the Commisionerate of Industries in response to an application filed online by a citizen / business.

  • Attachments accompanying a service
    Attachments accompanying a service are documents that are necessary to process a service request. These documents will be required to show proof of some of the following:

    • Nativity
    • Income
    • Ownership
    • Age
    • Health
    • Birth/Death
    • Caste Attachments can be of two kinds:

      (a) Online attachments:These are attachments, which need to be submitted with the online form at the time of filling the form.

      (b) Offline attachments:These are attachments that can be sent to the GoAP organization via other means e.g.: post, courier etc.

      e.g. proof of ownership of premises is an online attachment that must accompany the application form for a new electricity connection or additional loads. A particular service may require that both online and offline attachments be sent along with the service request.

  • Service Pre-requisites
    The service pre-requisites are certain conditions and instructions that a citizen/business needs to satisfy/follow so that his service request may be successfully processed. The service pre-requisites include:

    • General Form filling instructions
    • Attachments (online and offline) that need to be sent with a service request
    • Details of service charges if any
    • Eligibility criteria to avail the service

    The GoAP organization user processing a service request must clearly be aware of all pre-requisites for the service.

  • Service status

    Depending on the outcome of processing a request, the organization user accords a status to each request. The service status can take the following values:

  • Submitted:This is the default status assigned to a service request as soon as it is submitted
  • In-process: This is the status assigned to a request that has been acknowledged by an organization user and which is undergoing further processing.
  • Rejected: This is the status assigned to a service request that has been rejected for several possible reasons (e.g. lack of attachments, incorrect entries in the application form etc.)
  • Awaiting attachments: This is the status assigned to the service request, which requires that some offline attachments be sent to the processing authority.
  • Created: This service status is assigned to the request that has been aborted by the citizen/business without completing the entire process of submission.
  • Completed: This is the status assigned to a service that has been completely processed and any online certificates required have been issued.
  • Cancelled: This is the status assigned to a request that has been cancelled by the citizen.

     

Guidelines to assist in request processing

(a) General guidelines

  • The organization user should be well versed with all the entries of the application form i.e. he/she should know which entry is mandatory and which is optional so that he/she can detect flaws in the users application form.
  • In case of any problems/trouble with the system (if, for example the organization user is not able to view the application form) the organization administrator should be intimated at the earliest who should in-turn contact the portal administrator.

(b) Guidelines for processing applications which do not need online attachments and do not require online certificates to be attached

  • As mentioned in the previous section, every form has to be submitted to and processed by an organization user. The organization user in turn can process these requests depending upon certain pre-requisites and hence render services to the citizen.
  • In order to process requests made by a citizen certain pre-conditions must be satisfied:

    (a) The departmental user must have a valid user id and password
    (b) The departmental user must be enabled to process the request

  • In order to start processing the request, the organization user must login through the screen shown below:
  • The organization user must enter a valid user id and password in the "UserId" and "Password" boxes as in the above screen failing which he will not be able to proceed further.

  • When the organization user logs in successfully he sees his home page as shown below:
  • In case the organization user is not able to login successfully despite having the right login id and password, he / she should contact his organization administrator at the earliest who should in-turn contact the portal administrator.

  • By clicking on the "Transactions" link in the above home page, the organization-user sees a list of transactions that the citizens has performed with AP Online. Specifically, the organization-user sees a list of transactions that he is enabled to process i.e. he sees the service requests addressed to him. The screen shows the following details:
    • Service name
    • Customer(citizen/business) name
    • Date of submission of request
    • Status (initial status will be "submitted")
    The organisation user can also search for service requests having a particular status which have been submitted within a specific date range. This is done by selecting the status type from the list provided, entering the from date and to date in the appropriate text fields on the screen and then clicking on the "search" button.

  • Each citizen request is uniquely identified by a request id. This is a link on the screen. By clicking on the link, the user can view the application form as filled online by the citizen.


  • In case the user finds that the citizen has not satisfied basic service pre-requisites i.e. he has not filled in some mandatory fields in the form, he should straightaway reject the request by clicking on the "reject" button. On doing this, the user sees another screen where he / she can supply the reasons for rejection of the citizen request.

    Note: Entering remarks in the text area provided is mandatory

  • Similarly, the organization user can accept the application by clicking on the "acknowledge" button. After this, the user has to enter status change remarks in a screen provided for this purpose.

    Note: The "in-process" status is just an indication to the user that the application form that he submitted has reached the processing authority and not an indication of acceptance / completion of processing of the form.


    After the citizen the organisation user acknowledges request, the request status is changed to "in-process".

(c)Guidelines for processing requests which do not have any online attachments and do not require any certificates to be attached online
  • In this case too, the organization user has to login using the login screen provided.
  • The user sees his home page upon logging in.
  • On clicking the "Transactions" link, the user sees a list of transactions.

  • If no offline attachments are required for the service the transaction status will be shown as "submitted". If offline attachments are required, the transaction status is shown as "Awaiting attachments".

  • The "Awaiting attachments" status means that the offline attachments are yet to be received from the citizen/business.

  • The user can check the boxes to indicate which offline attachments have been received and clicks on the "save" button to save the information.

  • On doing this, the user is returned to the list of requests screen. Here the user should search for the requests, which have been accorded the "In-process" status.

  • The user should then click on the request Id link of the in-process request.

  • The user is taken to the request process screen as shown below:

  • From this screen, the user can:
    • View the request details by clicking the "click here" link
    • View the history of the application by clicking the "View History" button
    • Attach online certificates if required by clicking "Complete process" button
    • Defer the processing of the application by clicking the "process later" button.

    On clicking the "click here" link, the user sees the application form as filled by the citizen.
  • The user can see the list of online and offline attachments that have been uploaded with the service request by clicking the "view attachments" link at the bottom of the page. The following screen appears:

  • The online attachments that have been uploaded are links. By clicking on the link, the user can actually see the attachment.
  • The user can issue an online certificate by clicking on the "complete process" button on the previous screen. The following screen appears:

  • The organization user now indicates that the application has been processed and adds other remarks that he wishes to and completes the processing of the request.