IAS Saurabh Katiyar is a 2016 batch officer of Maharashtra cadre and is currently serving as Collector of Mumbai Suburban, one of the most populous districts and an important part of financial capital.Katiyar efforts are focused on redefining modern governance be it infrastructure, use of technology or improving the efficiency and effectiveness of the systems.

Recognizing that every day lakhs of citizens approach government offices for certificates, documents and essential services,Katiyar launched “Modern Setu” a comprehensive service delivery ecosystem designed to modernize traditional office systems into a high-performance governance model.By integrating corporate-grade infrastructure with advanced digital solutions like WhatsApp automation and Mobile Setu outreach,the initiative focuses on saving time,accessibility and improving the overall experience of citizens.

Modern SETU: Improving Governance

The initiative is not only in books but has led to dramatic improvement on ground in service efficiency. The on-time delivery ratio of Right to Service (RTS) services increased from 59.48% in April 2025 to an impressive 90.28% by October 2025, while delayed service delivery dropped sharply from 40.52% to just 9.72%. This transformation has directly translated into reduced complaints, faster grievance redressal and enhanced public trust in government systems.

Modern SETU has also improved the working process by clearly defining the service workflow ensuring accountability at each stage. Real-time status updates through SMS regarding the status of the application improving transparency and reduced uncertainty for applicants.

Additionally the upgraded offices are now equipped with corporate facilities such as organised seating, help desks, digital queue management, token systems, drinking water, CCTV, certificate-wise counters ,real-time status displays and more. A structured workflow ensures that applications move smoothly from submission to approval.

Modern SETU centres set up at Tahsildar offices were inaugurated by Chief minister Devendra Fadnavis and Dy Chief minister Eknath Shinde.Improved infrastructure, clear service counters and better working processesare being widely praised .

Certificates via WhatsApp and Chatbot

To further improve access to information and services, WhatsApp-based facilities have been introduced. Citizens can obtain service-related information, check required documents, track application status and receive approved certificates through WhatsApp. A chatbot assists users by providing quick responses and guidance, reducing the need for repeated visits to government offices. The chatbot is Multilingual available in both Marathi and English.

Looking ahead, the phase 2 has ambitious plans to integrate more services and end to end application filling through WhatsApp.

Mobile SETU

Further strengthening outreach, Mobile SETU was introduced to deliver services at the doorstep, especially benefiting vulnerable communities in slums, tribal settlements, senior citizens, daily wage workers and citizens with limited mobility . During a short operational period,hundreds of certificates were issued on the spot ensuring that governance reached those who need it most.

Geo-Tagging of Service centres

All Aaple Sarkar Seva Centres and Aadhaar centres in the district have been geo-tagged, enabling citizens to locate the nearest service centre through digital platforms, also available on district website and WhatsApp/ChatBot

Modern SETU embodies the principles of Digital Governance, translating the vision of a paperless office and ease of access into practical reality.Advanced technological innovations such as OCR-based form filling and voice command support have enhanced administrative quality and accessibility.

IAS Saurabh Katiyarinitiatives are a testament of successful execution and citizen centric governance.