Insights from a Survey of Common Service Centres (CSCs) in Chhattisgarh

Sampurna Basu, Abinaya Rengarajan

August, 2022

Established under the Government of India’s Digital India programme, Common Service Centres (CSCs) are local access points for the delivery of essential public utility services, social welfare schemes, and other B2C services to citizens in rural and remote areas of the country.

As part of an ongoing study of an agent-based model (Haqdarshak) for delivering access to welfare schemes in Chhattisgarh, we surveyed 115 CSC operators to understand how agents interface with CSCs, and promotional activities undertaken by operators to create awareness about schemes and documents, and training received by them. This factsheet presents key findings from the survey.   

Key Findings:

  • Organising camps, attending SHG group meetings and door-to-door campaigns are the most popular channels used by CSC operators to promote applications.
  • Most popular schemes at CSCs include Pradhan Mantri Jan Arogya Yojana, Pradhan Mantri Jan Dhan Yojana and Suraksha Bima Yojana
  • PAN cards, Building and Other Construction Workers (BOCW). Mazdoor cards and caste certificates are the most popular documents requested at CSCs.
  • The female agents (Haqdarshikas) seem to play an important role in generating demand for less popular schemes especially state-specific schemes, which, nevertheless, bring important benefits to families across all major welfare dimensions, including education, health, shelter, and livelihoods.



Thematic Area

Financial Well-being and Social Protection