Lalit Bora

An accomplished leader with over 17 years of experience in government and public service operations, currently serving as Project Head at Terracis Technologies Limited – Punjab Sewa Kendra. Experienced in strategic leadership, project and program management, and financial oversight, managing 500+ service centers in Punjab and 8,000+ CSC centers in Uttarakhand, achieving a 30% improvement in service delivery KPIs. Skilled in G2C and B2C service integration, financial inclusion, franchise management, process optimization, and digital services expansion. Successfully designed and executed training programs for 10,000+ Village Level Entrepreneurs and 1,500+ field managers, while piloting innovative initiatives such as home delivery of government services and high-impact projects like the Uttarakhand Economic Survey.

• Successfully led 500+ service centers across Punjab and 8,000+ CSC centers in Uttarakhand, driving a 30% improvement in service delivery KPIs and establishing a benchmark for operational excellence.
• Championed the integration of a wide range of citizen services into CSC and PSK channels, including PAN cards, passports, travel services, transport (e-Vahan & e-Sarthi), utility bill payments (UPCL, Jal Sansthan), housing approvals (UHUDA), tourism services (UTDB), e-district services (Apuni Sarkar), and municipal services, as well as the PDS online ration distribution system for approximately 9,000 shops over six years.
• Provided Government Procurement Advisory Services to state agencies for procurement of CSC platform for delivery of ration delivery services along with the integration of CSC services, improving procurement efficiency by 50% by capacity building on us of Laptop & FPS for delivery of ration services along with CSC citizen centric services, result in 50% increase in the revenue generation of PDS shopkeepers plus increase the reach of CSC by 30% in rural Uttarakhand. 
• Advisory services to Transport department for start up CSC at RTO offices for delivery of e Vahan & e Sarthi services & also delivery of these services via CSC channel. Thus help the department in overcome the agents problem for RTO office & major collection via CSC channel.
• Oversaw state-level P&L management, consistently achieving revenue growth and cost optimization while ensuring financial sustainability.
• Designed and executed training and capacity-building programs for over 1,500 field managers and operators and 10,000+ Village Level Entrepreneurs (VLEs), significantly enhancing service quality and operational efficiency.
• Consultation to Government of Uttarakhand for implementation of home delivery of G2C services in Uttarakhand, inaugurated by the Honorable Chief Minister, demonstrating innovation in citizen service delivery as pilot.
• Delivered strategic projects such as the Uttarakhand Economic Survey, ensuring timely execution and accuracy while strengthening state-level governance initiatives.Terracis Technologies Limited

Project Head, Punjab Sewa Kendra | Oct 2024 – 30 Th Sep 2025

Roles & Responsibilities:

• Lead operations of 500+ service centers across Punjab, ensuring seamless citizen service delivery and high-quality SLA adherence.
• Coordinate with state governance bodies for policy compliance and RFP execution.
• Drive revenue growth through B2C partnerships and expansion of service portfolios.
• Oversee state-level P&L management, financial sustainability, and daily operational performance& implement capacity building programs for 1,000+ staff, including district managers and operators.
• Manage inventory and optimize operational efficiency across all centers.
• Introduced process automation tools to improve transaction turnaround times and reporting accuracy& enhanced citizen feedback mechanisms, increasing satisfaction scores by 20% in key districts.

CSC e-Governance India Ltd. (CSC-SPV)

Assistant Vice President, State Head, Uttarakhand | Mar 2016 – Sep 2024

Roles & Responsibilities:

• Directed statewide rollout and operations of CSC centers under the DeitY mandate.
• Liaised with the State IT Secretary and key stakeholders to align strategic objectives and policy initiatives.
• Oversaw franchise management, operational performance, financial reporting, and service quality& expanded financial inclusion programs in collaboration with partner banks and government agencies.
• Conducted training and workshops for 10,000+ Village Level Entrepreneurs (VLEs) to enhance operational capabilities.
• Implemented G2C services at the state level and coordinated B2C service delivery with multiple partners.
• Established monitoring dashboards for centre performance, enabling data-driven decision-making.
• Successfully rolled out new government welfare schemes, increasing citizen enrollment by 30%.Smart Chip Limited

Project Manager | Nov 2014 – Feb 2016

Roles & Responsibilities:

• Managed UIDAI Aadhaar enrolment projects across multiple clusters, overseeing site planning, technical partnerships, and team certifications.
• Directed daily reporting, logistics, manpower selection, P&L accountability, and inventory management to ensure smooth field operations& planned and executed enrolment camps with UIDAI and local authorities, maintaining compliance and timely approvals.
• Implemented process improvements that reduced errors by 15% and enhanced operational efficiency.
• Trained field teams to improve productivity and service quality.

Ultimate Digital Solutions Pvt. Ltd

Project Manager | Mar 2014 – Oct 2014

Roles & Responsibilities:

• Led UIDAI Aadhaar enrolment projects across multiple clusters, managing site setups, technical partnerships, and team certifications.
• Oversaw daily operations, logistics, manpower selection, P&L accountability, and inventory management.
• Coordinated new enrolment camps with UIDAI and local authorities, ensuring timely approvals and compliance.
• Introduced workflow optimizations to improve efficiency and reduce errors.
• Mentored field staff to maintain accuracy and operational standards.

CSC e-Governance India Ltd. (CSC-SPV)

Program Manager | Sep 2012 – Feb 2014

Roles & Responsibilities:

• Led NPR digitization projects across 13 states and 1 UT, ensuring accuracy and timely completion.
• Managed CSC operations in Uttarakhand and supported state-level financial inclusion initiatives.
• Streamlined data collection and validation processes, improving project efficiency.
• Mentored new project managers, improving team productivity and delivery standards.

Smart Chip Limited

Assistant Manager, Project | Dec 2010 – Jul 2012

Roles & Responsibilities:

• Managed state-level UIDAI projects in Ludhiana and Uttarakhand, overseeing center setup and operational performance.
• Supervised team development and inventory management to ensure project efficiency.
• Developed operational SOPs for enrolmentcentres, reducing downtime and errors.
• Strengthened relationships with local authorities to expedite project approvals and compliance.

Reliance Communications Ltd.

Deputy Manager | Dec 2008 – Jan 2011

Roles & Responsibilities:

• Initiated and expanded CSC centers in Uttarakhand, contributing to rural network growth under E-Gram Yojana.
• Managed VLE onboarding, channel development, and financial oversight for rural operations.
• Designed training programs for rural entrepreneurs, increasing operational adoption rates.
• Spearheaded local community engagement initiatives, improving awareness of digital services.

Adventures India Pvt. Ltd

Marketing Executive | Jul 2008 – Dec 2008

Roles & Responsibilities:

• Handled tender identification, supply chain management, and product development, supporting business growth initiatives.
• Conducted competitor analysis and market research to identify new business opportunities.
• Assisted in strategic marketing campaigns that increased client acquisition by great percentage.

• MBA (Marketing & Finance) – Kumaon University, Nainital, 2004
• BBA – Amrapali Institute of Management & Computer Application, Nainital, 2002