01/01/2026
Government to Consumer (G2C) Service Delivery Policy!
Enabled Through Mamla Digital Platform!
(Localized for Afghanistan / Similar Developing Contexts)
1. Policy Title
Government to Consumer (G2C) Digital Services Policy
Enabled by Mamla Platform
2. Purpose of the Policy
The purpose of this policy is to establish a structured and citizen-centric framework for delivering Government to Consumer (G2C) services, ensuring that essential public services are accessible, transparent, and efficient, particularly in environments with limited infrastructure.
This policy recognizes Mamla as a key national digital enablement platform that supports government institutions in extending services to citizens through integrated digital and assisted channels.
3. Policy Context (Localized)
In Afghanistan and similar developing environments, access to government services is constrained by:
Limited digital infrastructure
Geographic dispersion of population
Capacity gaps within institutions
Low digital literacy in parts of society
This policy adopts a platform-enabled service delivery approach, where Mamla supports government agencies in service outreach, access, and ex*****on, while authority and ownership remain with the government.
4. Scope of the Policy
This policy applies to:
Government ministries, departments, and public authorities
Citizens and residents accessing government services
Digital, assisted-digital, and physical service channels
Government services delivered through or supported by Mamla
5. Definition of G2C
Government to Consumer (G2C) refers to the provision of government services directly to citizens or residents, using digital platforms, service centers, or assisted delivery models, with the objective of improving service reach, efficiency, and accountability.
6. Role of Mamla in G2C Service Delivery
Mamla acts as a service enablement and integration layer, not a decision-making authority.
6.1 Mamla’s Core Functions
Mamla supports G2C implementation through:
Digital service aggregation
Secure service access channels
Identity and verification support (as permitted)
Payment facilitation (where applicable)
Service request routing to government entities
Status tracking and citizen notifications
Assisted service access for offline or low-connectivity users
6.2 Boundaries of Mamla’s Role
Mamla does not:
Replace government authority
Issue legal approvals independently
Alter government policies or regulations
Own citizen data beyond service ex*****on needs
All approvals, decisions, and records remain with the relevant government institution.
7. Priority G2C Services Supported via Mamla
7.1 Civil & Identity Services
National ID (e-Tazkira) service access
Birth and family registration requests
Certificate application tracking
7.2 Passport & Immigration Services
Passport application submission support
Appointment scheduling
Application status tracking
Citizen notifications
7.3 Social Welfare & Assistance
Registration for social support programs
Humanitarian aid eligibility submission
Cash or in-kind assistance coordination (where authorized)
7.4 Health Services
Vaccination registration
Public hospital appointment facilitation
Health campaign notifications
7.5 Education Services
School and university application facilitation
Exam and scholarship registration
Student service notifications
7.6 Utility & Municipal Services
Utility bill access and payment facilitation
Service complaints and follow-ups
Municipal request submissions
8. Service Access Channels
G2C services supported by Mamla may be accessed through:
Web portals
Mobile applications
Assisted service centers
Partner kiosks or agents
SMS/USSD (where applicable)
This multi-channel approach ensures inclusive access for urban and rural populations.
9. Guiding Principles
All G2C services enabled through Mamla shall follow:
Government Ownership – Government retains full authority.
Citizen-Centric Design – Services designed around real citizen needs.
Accessibility – Services available regardless of location or literacy level.
Transparency – Clear steps, fees, and timelines.
Security & Privacy – Protection of citizen data.
Interoperability – Seamless integration with government systems.
Accountability – Clear grievance and escalation mechanisms.
10. Data Protection & Security
Citizen data shall be handled in accordance with national laws.
Mamla shall implement secure access controls and audit logs.
Data sharing shall be limited to service ex*****on requirements.
Regular compliance and security reviews shall be conducted.
11. Institutional Responsibilities
Entity Responsibility
Government Authorities Policy, approval, and legal authority
Mamla Service enablement and access
ICT Bodies Infrastructure and cybersecurity
Oversight Institutions Monitoring and compliance
12. Monitoring & Performance
Performance shall be evaluated based on:
Service delivery time
Citizen usage and reach
Service success rates
Citizen feedback and satisfaction
Geographic coverage
13. Implementation Approach
Implementation shall follow a phased model:
Phase 1: Core identity and high-demand services
Phase 2: Social, health, and education services
Phase 3: Expansion to full municipal and utility services
14. Policy Review
Annual policy review
Updates aligned with legal, technological, and social developments
Stakeholder consultation including service providers and citizens
15. Conclusion
This policy establishes a practical, localized G2C framework in which Mamla plays a critical enabling role, extending government services to citizens efficiently while preserving government authority, data integrity, and public trust.
Enabled Through Mamla Digital Platform & Distribution HUBs!
1. Policy Alignment Overview
This policy recognizes Mamla as a national service enablement partner, delivering Government to Consumer (G2C) services through an integrated digital platform and a distributed network of Mamla Distribution HUBs / Service Centers.
The Mamla Distribution HUB model bridges the gap between digital government systems and citizens requiring assisted, physical, or hybrid service access, particularly in provinces and underserved areas.
2. Role of Mamla Distribution HUBs in G2C
2.1 Definition
Mamla Distribution HUBs / Service Centers are authorized service facilitation points that provide assisted access to government services for citizens who cannot fully use digital platforms due to literacy, connectivity, or geographic constraints.
3. Core Functions of Mamla Distribution HUBs
Mamla Distribution HUBs shall perform the following non-decision-making functions:
3.1 Assisted Digital Access
Guided submission of government service applications
Assistance with online forms and documentation
Application tracking and follow-up support
3.2 Identity & Verification Support
Identity validation support (as permitted by law)
Document scanning and secure transmission
Biometric or ID capture where officially authorized
3.3 Payment Facilitation
Government fee collection through approved channels
Digital payment assistance
Receipt issuance and transaction confirmation
3.4 Service Communication & Notifications
Inform citizens of service status updates
Appointment scheduling support
Delivery or collection notifications
3.5 Rural & Provincial Outreach
Extension of government services to remote areas
Mobile or satellite service units (where applicable)
Reduction of travel and administrative burden on citizens
4. G2C Services Delivered via Mamla Distribution HUBs
Service Category HUB Role
Civil Registration Application intake & tracking
Passport & Immigration Appointment facilitation
Social Welfare Registration & eligibility submission
Healthcare Vaccination & appointment support
Education Admissions & exam registrations
Utilities Bill access & payment assistance
Municipal Services Complaints & service requests
5. Governance & Authority Structure
5.1 Government Authority
Owns all policies, decisions, approvals, and records
Defines service eligibility, fees, and timelines
Maintains legal and regulatory oversight
5.2 Mamla Platform
Acts as a technology and service integration layer
Connects government systems with citizens
Ensures secure data flow and service continuity
5.3 Mamla Distribution HUBs
Operate strictly as service facilitation centers
Do not issue approvals or legalulings
Follow government-approved SOPs
6. Data Protection & Compliance
All citizen data processed at HUBs must comply with national laws
Secure access controls and audit trails shall be maintained
Data retention limited to service ex*****on needs
Regular compliance and operational audits
7. Service Quality & Accountability
Standard operating procedures (SOPs) for HUB operations
Service-level timelines aligned with government benchmarks
Complaint escalation mechanisms
Performance monitoring by designated authorities
8. Inclusion & Accessibility Impact
The Mamla Distribution HUB model ensures:
Access for digitally excluded populations
Language and literacy support
Reduced congestion at government offices
Equal service reach across provinces
9. Implementation Model
Implementation shall follow a hub-and-spoke approach:
Central digital integration via Mamla platform
Provincial and district-level HUB deployment
Mobile service units for high-need areas
10. Policy Positioning Statement
Mamla Distribution HUBs and Service Centers are formally recognized as a strategic G2C service delivery extension, enabling government institutions to scale services nationwide while maintaining full regulatory control, data sovereignty, and institutional authority.
11. Conclusion
By integrating Mamla Distribution HUBs into the G2C framework, this policy establishes a practical, scalable, and inclusive service delivery model, capable of supporting national digital transformation while addressing real-world access challenges.
