One-stop forum for citizens
Citizens should not be made to run from one office to the other for each individual interaction with a public office. For a citizen, the collectorate, the municipal council, a Zilla parishad, or any other governmental agency for that matter, is part of the same bureaucracy. Citizens are greatly relieved, as the multiple services became available under a common platform of SETU.

Prompt settlement of the routine matters
Citizens mostly come to the Government offices with simple problems. They apply for a certificate (many of them are demanded by another government office), want a permit, get authentication on an affidavit required by some other authorities like courts, and lodge a request or a complaint. They also come to get the work expeditiously disposed of.

The centre should be able to provide across-the-counter service wherever possible. In other cases the centre staff should be able to accept the applications and then get the work done from the relevant authority and provide the applicant with a solution within a pre-specified time.

Facilitation on formalities.
Another important requirement is making available the application forms in a hassle free manner. Preparation of the case papers should be facilitated in the center itself. The center would also have to aim at replace the paper based applications by electronic applications.

Reduce visits; increase confidence in the administrative process
It should be possible to ensure that the citizens do not have to visit any government office more than twice for the same work. Attempts should be made to reduce this to only one visit wherever the applications can be made over the Internet and the status can be checked online. The applicant can then come to get his documents verified and take delivery of the required certificate/permit etc. The process must deliver so as to increase the confidence level of the citizens.

A Quality front end
A non-hostile office environment, which is IT enabled, is required to be provided. The setup and the layout need to be utilitarian and not extravagant. Workflow should be kept simple and visits to multiple windows avoided.

Empowering citizens through easy dissemination of information
The status of cases should be available through self-help systems, along with being at the fingertips of the enquiry desk. Citizens may also be able to get the required information by telephone or on Internet. Bulletin boards and use of attractive yet simple signage identifying various services offered should demystify the process.

Quality output.
Certificates / documents must be clear and legible and on a good quality paper, preferably without any cutting of sentence, etc.

Service on holidays and after office hours.
The center must work on convenient hours. This must operate on at least 2-shift basis, and on holidays.

Possibility of transacting other business
The center may provide other facilities like ATM's, banking, PCO, photocopying, stamp sale, digital photography, tea / coffee, etc.