Karnataka Guarantee of Services to Citizens Act 2011 · PDF fileKarnataka Guarantee of Services to Citizens Act 2011 – SAKALA ... •Workflow was determined with each step...

Karnataka Guarantee of Services to Citizens Act 2011 – SAKALA

Institutionalized Implementation of “Citizen’s Charter” through Single-Integrated

Citizen-Government Interface Platform

By

Munish Moudgil, IAS Director, MG NREGA,

Rural Development & Panchayat Raj Dept , Govt of Karnataka

Cycle of Good Governance

Good Governance

Transparent & Predictable

Accountable Institutional Govt-Citizen Interface

In-Time Response

The Right of Citizens for Time Bound Delivery of Goods and Services and Redressal of their Grievances Bill, 2011 – Indian Parliament

Preamble

A Bill

“To Lay down an obligation upon every public authority to publish citizens charter stating therein the time within which specified goods be supplied and services be rendered and provide for a grievance redressal mechanism for non compliance of citizen charter”

The Karnataka Story

“Karnataka Guarantee

of Services to Citizens Act 2011 (Sakala

Services Act)”

It Works!! • All Offices in 19 Depts across 30 Districts

– Manual

– Semi Automated/Computerized

– Fully Automated/Computerized

• On-line, real-time information flow – www.sakala.nic.in/gsc_rpt_test

• 080-44554455 – Full State Single Contact No

• Implemented since April’12 (pilot of one month)

• Mandatory – Law of the Land

What makes it work?

• Institutional Arrangement – full time, exclusive personnel – Govt & District Level

• Call Centre – Dialogue with citizen

• Continuous monitoring – real time & online

• District Magistrate is Chief Nodal Officer

• Political Will

• Human & Computer Infrastructure

What does not work

• Citizen Charters driven by People/Citizens alone

• Departments themselves driving it – without full time Group/Institution/Personnel

• Multi-tasking (= No Accountability)

• Not an event – goal oriented process

MISSION MODE

• Mission Mode Implementation – “Sakala Mission” is part of Administrative Reforms Dept

• In each of 30 Districts District Magistrate is the Chief Nodal Officer and a dedicated IT Consultant is provided by Mission

• “Help Desk” run through Consumer forums/ NGOs in each District and Talukas (Block)

• Computer Hardware and 460 Data Entry Operators provided to all needy offices.

Evolution Modalities such as: • “Check List”, “Workflow” – all details for each service • Workflow was determined with each step specifications

of time limits, officers in charge, mode of delivery were discussed at length and determined.

• A self study of which department has ‘ready to integrate’ software solutions was also required. For example – The commercial Tax Department was fully ready with its ‘e Sugam’ software, whereas, Women & Child welfare had to be build from scratch. This was required to bring in a common point of start.

• Mode of filling the information gaps resulted in a detailed Media plan with the information Department.

Evolution

• Guarantee of 151+114 = 265 services covering 11+8=19 departments that are most critical for Citizens, within a stipulated time limit.

• Builds a relationship of TRUST with its Citizens.

• Citizens involved in the selection of the Logo, Name and slogan – Democracy in word & deed!

• Name Sakala means- –in –time– –good time–

• The –Justice Hammer with a stop watch– is the Logo

• Slogan – Indu Naale Innilla – Helida Samaya Tappolla– means –No more delays- We deliver on time–

Departments Covered 1 ANIMAL HUSBANDRY AND FISHERIES DEPARTMENT

2 COMMERCE AND INDUSTRIES DEPARTMENT

3 COMMERCIAL TAXES DEPARTMENT

4 DEPARMENT OF PERSONNEL & ADMINISTRATIVE REFORMS

5 EDUCATION DEPARTMENT

6 FOOD AND CIVIL SUPPLIES

7 FOREST, ECOLOGY AND ENVIRONMENT DEPARTMENT

8 HEALTH AND FAMILY WELFARE

9 HOME DEPARTMENT

10 HOUSING DEPARTMENT

11 KANNADA, CULTURE AND INFORMATION DEPARTMENT

12 LABOUR DEPARTMENT

13 PUBLIC WORKS, PORTS AND INLAND WATER TRANSPORT DEPARTMENT

14 REVENUE DEPARTMENT

15 RURAL DEVELOPMENT AND PANCHAYAT RAJ

16 SOCIAL WELFARE DEPARTMENT

17 TRANSPORT DEPARTMENT

18 URBAN DEVELOPMENT

19 WOMEN AND CHILD WELFARE

Preparatory work

• Departments asked to identify services, fix time frames with reference to citizen charters.

• Internal meetings held for simplification of rules, procedures to ensure time bound delivery.

• Training of officials from the top to the lowest in hierarchy, focusing on front end.

• Existing software linked to Sakala • Software Solution – National Informatics Centre & Suprna

Systems • Support of Employees association mobilized. • A Corpus fund of Rs Five Crore has been earmarked for the

working of the mission. This includes paying the compensatory cost to citizens quickly without having to wait for recovery from the defaulting official.

Workflow preparation

Training • The Administrative Training Institute at Mysore

provided the fine tuning to the efforts of the Mission. • Sufficient knowledge leads to efficient staff! • The Training was provided in batches to top officials,

Nodal Officers, ground level staff in a comprehensive and detailed manner.

• District level training was also emphasized and provided to ensure knowledge dissemination was at its best.

• Phased training plans to ensure training and learning is continuous.

• The training also covered behavioral and sensitizing staff to better delivery.

The Pilot Project

• In Order to check its viability and sustainability – 5 Talukas were chosen – each representing one Division in the State.

• Pilot launched on March 1st in Aurad in Bidar, Chitradurga,

Dharwad, Puttur (D.K.)and BBMPs Jayanagar area • 1,63,000 applications received and 99% disposed well

before time. • Citizens- during the pilot phase used maximum services

from Revenue, Transport and Local Municipal Corporations.

The Roll out

• The Act was brought into force throughout the State from April 2, 2012.

• The Legislative house approved the Act unanimously.

• The Act is enforced in all the 30 Districts of the State to ensure no citizen is left behind.

• Karnataka has given the LARGEST bouquet of 265 services in the country.

• In due course – the Government will bring in more coverage by ensuring that all the 44 departments are under the ambit of the Law.

Implementation

• Mission Mode Implementation – “Sakala Mission” is part of Administrative Reforms Dept – Result is dedicated efforts of officials working for the Mission.

• In each of 30 Districts DC is the Chief Nodal Officer and a dedicated IT Consultant is placed by Mission, who help the district Administration in aiding and supporting the task.: Result is individual focused attention by DC and manageable span of control.

• “Help Desk” manned by retired/computer savvy hands set-up in each District and Talukas (Block) – Result is handholding citizens to better service and reducing the menace of middlemen.

• Computer Hardware added to all needy offices and departments. 460 fresh Data Entry Operators inducted. Result is speedier disposal of applications and happier citizens!

Implementation

• Call Centre is continuous support to Citizens – about 1200 calls received per day.

• Citizen can complain/appeal over SMS/Call Centre and it is followed up until disposal. – Result is a fair & unbiased grievance redressal mechanism.

• NIC software is ON-LINE and gives continuous real picture. Result is Transparent working culture between the Government & its Citizens.

• Pendencies are tracked by each office and officer and follow up done – Result is continuous monitoring mechanism which not only tracks the services delivered , but helps plan ahead , also aids the local administration with information in the finger tips.

Chapter 1 – Definitions

• Name: The Act is called “The Karnataka Guarantee of Services to Citizens Act 2011” renamed.

• Citizen Charter – An Act passed by the legislature in the Assembly of Karnataka enlists all the conditions therein.

• Information & Facilitation centre – A dedicated call centre to cater to citizens information and receive complaints is functioning successfully. This apart, Helpdesks at each district level is set up to further aid citizens.

Chapter 2 – Right to Service • A Total of 151+114=265 services have been identified for delivery to

citizens in a time bound manner. Some of the salient features of this are:

– Guarantees providing Notified Services to Citizens with in the

stipulated time limit. A detailed schedule of each of the 265

services and its stipulated timelines are listed in the Act.( Section 5

of the KGSC Act)

– Applications get computerized Acknowledgment 15 digit Number, called a GSC number (Guarantee of Services to Citizen

number) which will be the unique ID number for every application

received.( Section 6 of the KGSC Act)

Chapter 2 ( Contd…)

– Application status is available On-line/SMS/Call Centre. Tracking of application by ay of SMS ( SMS to 092123 57123) or for Online log on to www.sakala.kar.nic.in and enter your GSC number. For call centre call 080 4455 4455 and by quoting your GSC number, place your complaints.

– Any delayed disposal entitles the citizen to receive Compensatory Cost (@Rs20 per day, Rs500max) All Service Delivery and Appeals are time bound and default of the same entitles Compensatory Cost to citizens ( section 9 of the KGSC Act)

– Grievances redressal in the form of call centre, e mails and telephone calls to Sakala officials are provisioned.

Chapter 3 – Publication of Citizen Charter and grievance Redressal officer

• Display boards mandatory at all service points under Sakala. ( Section 6 of the KGSC Act)

• Deputy Commissioners (DCs) are the Chief Nodal Officers for the respective districts. This apart District Information Technology Consultants are placed to aid and cater to citizen services needs.

• The model notice boards contain all information such as the details of the services delivered, the name of the designated officer, the stipulated time, the list of documents/fees to be submitted, the details of the higher official to whom appeals can be made by citizens.

• A sample notice board is shown in the next slide. • The designated officer may update the entries in the display board

to ensure that latest information in the citizen’s charter is listed.

Chapter 4 –Establishment of Information & facilitation centre

• A full fledged call centre with 8 call executives working from 6 am to 8 pm on all govt. working days is established to cater to citizen

information needs & redressal of grievances. So far more than 50,000 calls have been received and catered to.

• On the complaint management from the Call centre side- The call centre received 646 complaints to date, of which 499 relates to services which does not come under Sakala, while the rest 147 related to complaints for services coming under Sakala.

• Helpdesks manned by retired govt. officials/NGOs/Consumer forums are set up to cater as information kiosks.

• According to Section 7 of the KSGC Act, all public authorities shall encourage to deliver all services under Sakala as part of e governance.

Call Centre & Help Desks

Chapter 5 –Appointment & obligation of

grievance redress officers by public Authority

• Section 10 (1( (2) & (3) of the KGSC Act caters to appointment of an Competent Officer to impose cost against Designated Officers or his subordinate public servant defaulting or delaying the delivery of services, power to draw and disburse the compensatory cost to the aggrieved citizen.

• Section 12 also allows for the public servant to go on appeal to an Appellate authority for orders passed under Section 10 & 11.

• All complaints received is collated by department and by district/location and a unique ID number is given to the complainant for reference. Acknowledgement of complaints are handled by Phone,SMS,e mail & other modes.

• Notices are sent to the concerned office and action follow up by the Mission team to ensure closing the loop and hence the compliant. Once the concerned office reports back on having completed the complaint, the citizen is contacted and upon satisfactory feedback, the complaint is closed.

Sample of Notice to Defaulting office

Chapter 6 – Appeal to the Designated Authority

• Any complaint received by email/ phone call is a deemed appeal for compensation. The Competent officer shall acknowledge the application for compensation cost and take necessarily action to make immediate payment to the citizen out of the imprest amount of the office.( Rule 6 read with section 10)

• Section 13 of the KGSC Act also provides for citizens to appeal if their application is rejected . This needs to be done within 30 days from the date of rejection. The competent officer may order the D.O to provide the service within such period or impose compensation as per section 9 of the KGSC Act.

Chapter 7– Establishment of a Central Public Grievance

• Janspandana- A wing under DPAR for addressing all grievances within the State.

• Annually 8000 grievances received. • Total Grievances received from the period April

2011 to July 2012 is 9531 cases. • Total Grievances Disposed from the period April

2011 to July 2012 is 7540 cases. • The various grievances received were towards

Ration Cards, Fodder, Gas connections, Electricity connections, State housing corporations/Housing.

Chapter 9 – Penalties & Compensation • Section 8 of the KGSC Act is for citizens to claim for

compensation for delay or default in services under the guarantee of services Act.

• Section 9 talks of liability to pay compensatory cost.

• Section 10 – Appointment of competent officer for the purposes of payment of compensatory cost.

• Section 11 – procedures governing fixing of liability.

• Citizens can claim the compensatory cost of Rs. 20 per day for the delayed period subject to a maximum of Rs. 500 from the Competent Officer, upfront in cash.

• The designated officer shall be liable to pay the citizens the said compensatory cost from the corpus , at the end of the month through his salary, after a summary enquiry by CO.

Chapter 10 – Reporting Requirements

• Maintenance of records of all disposed cases under the Act by the Designated Officer, Competent Officer and Appellate Authority shall maintain records of all cases in FORM E1, E2 & E3 respectively. In addition, show cause notice in the form of E4 to public servants is also required to be maintained under Rule 16 of the KGSC Act.

Chapter 10 – Reporting Requirements- Additional Compliance by Sakala

• The Call centre which is the nodal agency for collection of complaints and

grievances, collects all information of the citizens such as name, contact #,GSC number, district, department against which the complaint is lodged, nature of the complaint.

• A detailed weekly status is sent by the call centre on details such as notices sent, action taken and responses received.

• The mission further follows up with the department and citizens to ensure the loop is brought to a complete close.

• Details of feedback and complaints are published in our detailed monthly report for the general public consumption in compliance with RTI.

• Random feedback from users, general public and govt. staff on the working of Sakala is collected and collated by District IT consultants/ Call centre.

• All these are stored in a repository for records purposes after due compliance such as Google sheets, etc.

• An Independent evaluation is carried out by IIM- Bangalore – Centre for Public Policy and submits its reports to the Mission Director on a monthly basis.

Chapter 11 - Miscellaneous

• If the citizen is not satisfied even after 2 appeals, he has the liberty to go in for the writ appeal in High court.

• The C.O & A.A shall while deciding an appeal under this section have the same powers as are vested in civil court while trying a suit. ( section 13 (6)

THE REPORTING WEBSITE GIVES YOU VARIOUS LINKS THAT ONE CAN ACCESS. 1. SUMMARY REPORT WILL GIVE YOU THE OVERALL PICTURE DEPARTMENT WISE, DISTRICT WISE. 2. DISPOSAL PATTERN WILL GIVE YOU A PICTURE OF HOW SERVICES ARE DISPOSED. 3. CUMULATIVE REPORT WILL TELL YOU THE OVERALL UP TO DATE VALUES BY DEPARTMENT, DISTRICT ETC. 4. THE APPEAL LINK GIVES YOU THE DETAILS OF APPEALS SO FAR AND SO ON… 5. EACH LINK WHEN NAVIGATED WILL GIVE YOU THE DISTRICT, TALUK AND VILLAGE/ZILLA/OFFICE LEVEL INFORMATION.

Format of a GSC Acknowledgement

Dept wise Tracking Report

District- Wise Report

Pendency – by date What is due tomorrow is known today!

Ranking of Districts & Depts– Promoting Healthy competition

Making interactions easier!

1. Website & e mail Ids:

www.sakala.kar.nic.in.

Email ID : [email protected] – Anyone could send a feedback/suggestion. 2. Call Centre: Clarifications/Complaints:

080-4455 4455 3. Check Application Status through Mobile SMS :

To check the present status of your service/application, you need to send 15 digits number(ex. XXXXXXXXXXXXXXX) The system will send the reply to you. For example to see the status of Service request (CT0010010200362), please send the sms as “GSC CT0010010200362″ to 9243355223 / 09212357123

4. Check Application status – online

www.sakala.kar.nic.in

CONNECTING TO CITIZENS • The Mission has set up a call centre exclusively for the benefit

of citizens. 080- 4455 4455.

• Over 3Lakh calls have been received

• On the break up of calls:

Statistics

Statistics – District wise summary- a sample

Sakala Impact

• Enhanced Citizen Satisfaction

• Reduction in Service Delivery Time

• Predictable, Responsive & Transparent Public Service Delivery

• On-line Monitoring, Service Status tracking/SMS based information

• Accountability at all levels

• Citizen-Govt Dialogue

• Continuous Evaluation, Supervision

Reaching Out

• The Mission has launched a String of TV Commercials projecting and educating the general public on how this touches their lives.

• Other Citizen Interaction program includes: a. Phone in Grievances Redressal . c. Communicating through Mass Media –This includes

TV, FM Radios, Newspapers, magazines etc d. Division level Workshops. e. Street plays are programmed in all district of the

State. Citizens HELPDESKS at State & District level.

Street play – an innovation to reach the remotest citizen!

Awareness

• The Information department is working round the clock to spread awareness among the citizens of the State. This has been achieved by:

– Media Network – a close working with the media by continuously

providing information on the progress on the Mission. This help in negating adverse remarks as transparency is achieved.

– A unique working model in involving college students in spreading the awareness of Sakala. A similar plan with school students is also working. A set of students from Aditi International School participated in an event organized by Info Dept on 27 June at Vartha Bhavan.

– Hoardings & display boards at prominent locations, besides participating in major events by putting up Sakala Stalls.

– A gradual build up in the momentum of creating the awareness of

Sakala.

THANK YOU