FRIENDS (Fast Reliable Instant Effective Network for Disbursement of Services) was designed as a single-window facility where citizens can make all the Government related transactions very easily and with comfort, without the need to wait in long queues.
FRIENDS is now operational in all districts of Kerala. It is possible for a citizen to make any payments related to Kerala State Electricity Board, Kerala University, Local Body, Kerala Water Authority, Civil Supplies, Motor Vehicles, Electrical bills and BSNL.
There are many counters in these centres and each follows a ‘token management’ system thereby eliminating the need to wait in long queues and delays in making remittances. There is also a special Help-Desk in each centres to help the people who are not aware of the payment procedures. Any suggestions or complaints related to their performance are also recorded and are reviewed regularly. It is estimated that around 800-1000 people come to these centres daily.
Railway reservations can be done in the centres at Wayanad, Pathanamthitta and Malappuram. Earlier only government departmental counters were the only place where the citizens could make any payments. But with the implementation of FRIENDS, their front end became a single window counter for the citizens to make all the necessary government related payments.