How close is the seat of power to the people?

¸ÀPÁðj PÉ®¸À ¸ÀPÁðj PÉ®¸À zÉêÀgÀ PÉ®¸ÀzÉêÀgÀ PÉ®¸À

Services-Few Facts & Perceptions

A 2003 Survey revealsA 2003 Survey reveals Customers can wait not more than 30 seconds-

84% Wait > 60 sec is unacceptable- 68% Dealing with 1-2 for Service Acceptable- 82% Dealing with more than 2 Unacceptable-89% Waiting line in Q: 2 minutes-85% Waiting for > 15 minutes is unacceptable89% E-mail message should return within 1 day-66% 2 days reply is unacceptable-98%

Do we have an ANSWER?

Ever increasing Demands for Citizens Services– Typical Scenes

8 am 11 am

1 pm

Issues & Challenges in Public ServiceIssues & Challenges in Public Service

Why Dissatisfaction with Public Services?Why Dissatisfaction with Public Services?1.No Timelines for Services : 2.Many Services are Inaccessible , 3.Passing the buck Attitude of the Employees, 4.More players for a single Service & Inefficient

Delivery Mechanisms5.Lack of Single Window Solutions

Systemic Problems: Systemic Problems: a. Heavy Salary Cost, b. Frequent Transfers, c. Dearth of Technical Staff, d. More attention to Unproductive Work,e. Corruption

Time Bound Action Plan

Implementation & Delivery of Services

Intensive Monitoring

Evaluation & Social Audit

Efficiency of

service

Feedback

Access to serviceContinuous Improvement of services

Spread Hasslefree – Reduced Manual Interface Hasslefree – Reduced Manual Interface (less corruption)(less corruption)

Changes inprocedures

Imaginative useof technology &easy adoption

CitizenCitizen

T R U S TT R U S T

Trust in citizen

Citizen’s trust reinforced

in Government

Adopting best practices

Incentive & Penalty Structure

CITIZENCITIZEN

The Answer ! Karnataka Guarantee of Services to Citizens Act-2011

• Karnataka Guarantee of Services to Citizens-Act-2011

Aims:

• Guarantee of Services to Citizens with in stipulated Guarantee of Services to Citizens with in stipulated time limit.time limit.

• Empowers Citizens to receive listed Services Empowers Citizens to receive listed Services efficiently efficiently

• Goodbye to prolonged delay & Red-TapismGoodbye to prolonged delay & Red-Tapism• Enhances Accountability, Responsibility Enhances Accountability, Responsibility

&Transparency : Essence of Good Governance&Transparency : Essence of Good Governance

Features of the Act

• Right to Service: Right to obtain Citizen related Services within the stipulated time specified in the Schedule: [Sec.3(1)]

• Stipulated Time: Max Time to provide the Service by a Govt. Servant or to decide the 1st / 2nd appeal by the C.O / A.A [Sec.2(l)]

• Citizen Related Services: Includes the Services specified in the Schedule. 151 services from 11 departments are included.

• Designated Officer [D.O]: Officer of the Public Authority specified in the schedule who is required to provide citizen related service. [Sec.3(2)]

• Competent officer [C.O]: Officer of the State Govt. or local authorities empowered to impose cost on Govt. Servant defaulting or delaying the delivery of service [Sec.2(c)]

• Appellate Authority [A.A]: Officer appointed by the State Govt. or local authorities with power to hear appeal against the order passed by any Competent officer [Sec.2(a)]

• Public Authority: Organization or Local Authority established under the Law / Govt. Notification/ including body owned controlled / financed by Govt. / NGO financed by Govt. [Sec.2(h)]

Duties of Public Authority

• Public Authority shall :

1. Display the schedule services and other relevant information for the citizen in the Notice Board. [Sec.3(2)].

2. Provide acknowledgement with 15 digit unique number [sec.6(1)]

3. Facilitate Citizen to monitor and know the status of application on ‘ On Line System’. [Sec.6(1)]

4. Maintain status of all application and update the status as and when [Sec.6(2)]

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Citizen’s Right V/s Public Servant Duty

A.Right of the Citizens: Every Every CitizenCitizen shall have shall have RightRight : :

1.1. To obtain To obtain Citizen related Services Citizen related Services in the state under this Act in the state under this Act

with in the with in the stipulated time stipulated time specified in the schedulespecified in the schedule (Sec-3).(Sec-3).

2. To obtain acknowledge slip with 15 digit number [2. To obtain acknowledge slip with 15 digit number [Sec.6(1)].Sec.6(1)].

3. To monitor the status of application on “On Line” 3. To monitor the status of application on “On Line” [Sec.6(1)].[Sec.6(1)].

4. To obtain compensation for delay or default in the delivery of 4. To obtain compensation for delay or default in the delivery of

services beyond stipulated time, the applicant entitled services beyond stipulated time, the applicant entitled for for

Compensatory Cost [C.C] Compensatory Cost [C.C] as per the Rules.(as per the Rules.(Sec-8) – Sec-8) – Form - BForm - B

FORM – B[See Rule 6(I)]

Application for Compensatory Cost[To be filled by the applicant]

 

1. Application Acknowledgement number

2. Name and address of the applicant

3. Name of the Designated Officer with Designation and address

4. Details of services sought

5. Reasons for seeking compensatory cost.a. Delayed [No. of days]b. Denied [No. of services]

Place:Date: Signature of the Applicant

Citizen’s Right V/s Public Servant Duty

B.Duty of the Public Servant:

Every designated officer & his subordinate public Every designated officer & his subordinate public servant of the Public Authority shall provide the servant of the Public Authority shall provide the citizen related services specified in the schedule to citizen related services specified in the schedule to the Citizen’s eligible to obtain the services with in the Citizen’s eligible to obtain the services with in the stipulated time the stipulated time [Sec.3(2)]

Time Frame for Services

A. The stipulated time starts from the date of application for schedule service is submitted to the designated officer or to an authorized person subordinate to him to receive the application [Sec.5(1)]

i. The application shall be duly acknowledged [Sec.5(1)]

ii. D.O shall with in the stipulated time, either provide service, or, reject the application. [Sec.5(2)]

iii. Shall record the reason in writing & intimate to the applicant reason for such rejection. [Sec.5(2)]

Monitoring the status of Application

• Citizen is provided a unique 15 digit Citizen is provided a unique 15 digit number to the acknowledge slip number to the acknowledge slip [Sec.6(1)]

• Entitled to obtain & monitor status of his Entitled to obtain & monitor status of his application as per procedure prescribed. application as per procedure prescribed. [Sec.6(2)]

Compensation

• Liability to pay Compensatory Cost: (Sec-9)

A public servant who fails to deliver services with in the stipulated time shall be liable to pay the compensatory cost @ Rs 20/Day for the period of delay subject to the max of Rs500/ Application [Sec.9]

• Payable to the Citizen as Compensatory Cost. [Sec.8]

Procedure for Fixing Liability

a) The Govt. will appoint an officer not below the rank of Group-B competent to impose cost against officer /servant for default or delay [Sec.10(1)]

b) He shall have the powers of DDOs. He shall have an imprest of `.1,000 for payment of CC [Sec.10(2)]

c) Responsibility of the C.O to pay the CC on demand by applicant Citizen upon presentation of acknowledgement / slip. [Sec.10(3)]

• Procedure for fixing of Liability: (Sec-11)

• The Competent Officer issues a Show Cause [S.C]- Notice to defaulting officer after preliminary calling why C.C paid to the Citizen may not be recovered from him; [Sec.11(1)]

The P Servant may explain with in 7 days of notice;If no explanation is received or If not satisfactory; [Sec.11(2)]

a. The Competent officer issues a debit note directing the defaulting officer to either deposit the cost or; [Sec.11(2)]

b. directing the Accounts Officer to deduct from the salary of the Public Servant, the amount specified in the debit note within 30days . [Sec.11(2)]

c. Directing for delivery of service [if defaulted] within a fixed time. [Sec.13(2)]

• If upon enquiry, it is found that the default is due to another employee, the C officer will withdraw the earlier SC Notice & a fresh SC Notice is issued to the other employee found to be responsible and follow same procedure mutatis-mutandis [Sec.11(2)][Sec.11(2)] [Sec.11(2)]

• The Competent Officer shall be guided by the Principles of Natural Justice while fixing the liability[Sec.11(3)] [Sec.11(2)]

• Appeal by Public Servant to A.A:• PS Aggrieved by the Order u/s 10,11 is entitled for

appeal with in 30days; [Sec.12(1)]• The decision of the Authority is final & binding

[Sec.12(1)]• Appellate Authorities shall not be below the rank of

Deputy Secretary to Govt. or equivalent rank [Sec.12(2)]

Appeal by Aggrieved Citizen

• An Applicant whose application is rejected u/s (2) of Sec-5 or for not getting Service with in stipulated time may file appeal to CO with in 30 days from the date of rejection of applicn or the expiry of stipulated time limit: [Sec.13(1)]

• The CO may order to provide service with in specified time or reject the appeal or may impose C Cos [Sec.13(2)]

• 2nd appeal against decision of CO shall lie to the Appellate Authority with in 60 days from date of decision [Sec.13(3)]

• The AA may order to DO to provide service with in such period as may be specified [Sec.13(4)]

• If DO fails to comply the applicant may submit application directly to CO [Sec.13(5)]

• The Aggrieved may appeal to the AA directly if the DO fails to comply u/s 13(2). The application shall be disposed of treating as 2nd appeal,[Sec.13(6)]

• The CO& AA will have the same powers of Civil Court trying under CPC 1908 iro: [Sec.13(7)]

i. Production of Recordsii. Issuing summons for hearing to DO & Appellantiii.Any other matter prescribed

Developing Culture of Delivery of Services on Time

• The aim of this Act is to sensitize the Public Servant to enhance & imbibe a culture to deliver time bound service to the Citizens. [Sec.14(1)]

• The Head of the PA is competent to take appropriate administrative action after recording the a finding after giving a SC Notice & opportunity of being heard. [Sec.14(2)]

• The AA shall issue to DO who has not defaulted during the Year a Certificate of appreciation & enter it in his/her annual Appraisal Report. [Sec.14(3)]

OPERATIONAL PLAN FOR IMPLEMENTATION OF KARNATAKA GUARANTEE OF SERVICES TO CITIZENS ACT-2011 [KGSC ACT]

10.02.2012 Notification of Rules Parliamentary Affairs, DPAR [AR]

13.02.2012 Demo of NIC Software

State Director, NIC

13th to 16th March Workshop with 11 Departments

DG,ATI,CCT, Bhoomi, FPI, ISEC, NIC, DPAR [AR]

14th to 28th March Training at District level

DG, ATI, NIC, DC, Udupi, Dharwad/Bidar, Chitradurga

15th March Launch of publicity and call centre

Information Deptt., e-Governance

5th March to 25th March

Training nof other 26 districts

DG, ATI, NIC, e-governance

2nd April Launch of KGSC Act All Districts.

WORK FLOW and Time norm for individual service guaranteed under the Act

Department : Urban Development - BBMP

Service Process followed

Name & designation of Individual officer

Time taken for individual Steps

Stipulated time

Designated Officers Details

Khatha Extract/ Certificate

3 working days for data available in electronic media .

7 working days for data not available in electronic media.

Assistant Revenue Officer

Karnataka Guarantee of Services to Citizen Rules, 2012Karnataka Guarantee of Services to Citizen Rules, 2012

• Display of information on Notice Board.-(Rule-3) Relevant information of services available in the office as specified

in the Schedule to the Act and Form of application on the notice board. • Checklist of Documents to be enclosed

• How to Appeal & documents to be enclosed • Mode of obtaining and monitoring the status of Application

• Liability for Action:

Non Compliance of above the competent officer shall initiate appropriate action against the Designated Officer.

Mode of Receiving Application and acknowledgement (Rule-4)

• Designated /Authorized Person on receipt of written Designated /Authorized Person on receipt of written application (Form, if prescribed) give an acknowledgement to application (Form, if prescribed) give an acknowledgement to applicant in Form-A applicant in Form-A

• Allot a Number for each Application.• If Necessary documents not enclosed , it shall be mentioned

in the acknowledgement and • date of delivery shall not be mentioned in such

acknowledgements.{R-4(2)}

• When the Application has all required enclosures & complete in all respects, then the date of delivery shall be mentioned.{R-4(3)}

SCHEDULED 151 SERVICES FOR 11 DEPARTMENTS

“Karnataka Guarantee of Services to Citizens Act 2011”