Evaluation of Sakala - Trends, Innovations at Work and Steps Ahead

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e-Governance for Good Governance4th and 5th of October 2012

Sridhar Pabbisetty, COO

Centre for Public PolicyIIMB

Trends, Innovations at work and Steps ahead

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Trends

Innovations at workSteps ahead

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The Citizens Charter Programme

It is a programme for a decade. The charterprogramme will findbetter ways of converting money into better services. I want the

people of the country to have services in which they can be

confident, and in which public servants can take pride. John

Major, Former British Prime Minister

USA, Belgium, France, Canada, Australia, Malayasia, Spain, Portug

al etc.

http://www.youtube.com/watch?feature=player_detailpage&v=_Cqz9-a0cEk

Reference: www.parliament.uk; http://www.publications.parliament.uk/pa/cm200708/cmselect/cmpubadm/411/41105.htm

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0

500000

1000000

1500000

2000000

2500000

3000000

March April May June July August September October

Receipts

Disposals

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Streetplays, Advertisements,Display Boards, Radio

shows Seminar to create

awareness: ConsumerClubs, Media and Civil

Society Representatives Primer: FAQ, Do and

Donts, Examples, Forms Appeal Procedures

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Ease of monitoring delivery of services

Empowers and recognises officers who havebeen performing conscientiously

I welcome Sakaala It has reduced the pressures

and accusations on my staff- Deputy Director of

Public Instruction, Bangalore South

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Dharwad Revenue Department

Business Process Re-engineering of theLand

Conversion process Online Application via Bhoomi Parivartane

18 mandatory supporting documents required

(previously all provided by citizen)

12 obtained by Revenue Dept

6 provided by citizen

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Police Department

Business Process Re-engineering of the Passport

Verification process Online police verification for passports in

Bangalore directly from 102 police stations in the

city and will be extended to 906 police stations

Focus is to bring down the time taken from 90days to 20 days

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Addition of more services

Getting citizens involved in the process of

identifying which services should come underSakala

Encouraging Citizens to demand compensation in

case of non-delivery of services with in stipulated

time. So far only 1 citizen has got compensationfor delayed services among 387905 delayeddisposals.

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Department specific IT systems Unfilled vacancies

Low IT skills level amongst staff Inadequate infrastructure Inadequate training

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Department wise knowledge sharing withother districts

Desire of officials to Interact with other statesand gain from experiences Systematic feedback collection model District-specific checklists for bespoke

services

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Entitlement without Empowerment is adangerous challenge for progressive

democracy Sakala should become a platform to identify

best practices and ensure disseminationacross the state

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13/14http://indiannerve.com/wp-content/uploads/2012/07/RK-Laxman-Common-Man.jpeg

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[email protected] +91 99162 98421

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