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¸ÀPÁðj PÉ®¸À zÉêÀgÀ PÉ®¸À. Services- Few Facts & Perceptions A 2003 Survey reveals Customers can wait not more than 30 seconds- 84% Wait > 60 sec is.

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Presentation on theme: "¸ÀPÁðj PÉ®¸À zÉêÀgÀ PÉ®¸À. Services- Few Facts & Perceptions A 2003 Survey reveals Customers can wait not more than 30 seconds- 84% Wait > 60 sec is."— Presentation transcript:

1 ¸ÀPÁðj PÉ®¸À zÉêÀgÀ PÉ®¸À

2 Services- Few Facts & Perceptions A 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% message should return within 1 day-66% 2 days reply is unacceptable-98%

3 Do we have an ANSWER? Ever increasing Demands for Citizens Services– Typical Scenes 8 am11 am 1 pm

4 Issues & Challenges in Public Service 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 Mechanisms 5.Lack of Single Window Solutions Systemic Problems: a.Heavy Salary Cost, b.Frequent Transfers, c.Dearth of Technical Staff, d.More attention to Unproductive Work, e.Corruption

5 Time Bound Action Plan Implementation & Delivery of Services Intensive MonitoringEvaluation & Social Audit Efficiency of service Feedback Access to service Continuous Improvement of services Spread Hasslefree – Reduced Manual Interface (less corruption) Changes in procedures Imaginative use of technology & easy adoption Citizen T R U S T Trust in citizen Citizens trust reinforced in Government Adopting best practices Incentive & Penalty StructureCITIZENCITIZEN

6 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 time limit.Guarantee of Services to Citizens with in stipulated time limit. Empowers Citizens to receive listed Services efficientlyEmpowers Citizens to receive listed Services efficiently Goodbye to prolonged delay & Red-TapismGoodbye to prolonged delay & Red-Tapism Enhances Accountability, Responsibility &Transparency : Essence of Good GovernanceEnhances Accountability, Responsibility &Transparency : Essence of Good Governance

7 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 1 st / 2 nd 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)]

8 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)]

9 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)]

10 ªÀiÁzÀj ¸ÀÆZÀ£Á ¥sÀ®PÀ PÀ£ÁðlPÀ £ÁUÀjÃPÀjUÉ ¸ÉêÉUÀ¼À SÁvÀj C¢ü¤AiÀĪÀÄ – 2011 gÀ CrAiÀÄ°è ¤ÃqÀĪÀ ¥ÀæªÀiÁt ¥ÀvÀæUÀ¼À£ÀÄß ¤ÃqÀĪÀ PÀÄjvÀÄ ¸ÀÆZÀ£Á ¥sÀ®PÀ PÀbÉÃj: UÁæªÀÄ / vÁ®ÆèPÀÄ / f¯ÉèAiÀÄ ºÉ¸ÀgÀÄ: PÀ æ. ¸À A ¸ÉêÉUÀ¼À ¥ÀnÖ ¥ÀzÀ£ÁªÀÄ ºÉ¸Àj¸À¯ÁzÀ C¢üPÁjUÀ½U É UÉÆvÀÄÛ ªÀiÁrzÀ PÁ®«Äw ¸ÀPÀëªÀÄ C¢üPÁj ¸ÀPÀëªÀÄ C¢üPÁjUÉ UÉÆvÀÄÛ ªÀiÁrzÀ PÁ®«Äw ªÉÄîä£À« ¥Áæ¢üPÁgÀ ªÉÄîä£À« ¥Áæ¢üPÁgÀPÉ Ì UÉÆvÀÄÛ ªÀiÁrzÀ PÁ®«Äw 1. d£À£À ¥ÀæªÀiÁt ¥ÀvÀæ UÁæªÀÄ ¸ÀºÁAiÀÄPÀg ÀÄ 7 PÉ®¸ÀzÀ ¢£ÀUÀ¼ÀÄ vÁºÀ¹Ã¯Á Ýgï 15 PÉ®¸ÀzÀ ¢£ÀUÀ¼ÀÄ ¸ÀºÁAiÀÄPÀ DAiÀÄÄPÀÛg ÀÄ 15 PÉ®¸ÀzÀ ¢£ÀUÀ¼ÀÄ 2.ªÀÄgÀt ¥ÀæªÀiÁt ¥ÀvÀæ UÁæªÀÄ ¸ÀºÁAiÀÄPÀg ÀÄ 7 PÉ®¸ÀzÀ ¢£ÀUÀ¼ÀÄ vÁºÀ¹Ã¯Á Ýgï 15 PÉ®¸ÀzÀ ¢£ÀUÀ¼ÀÄ ¸ÀºÁAiÀÄPÀ DAiÀÄÄPÀÛg ÀÄ 15 PÉ®¸ÀzÀ ¢£ÀUÀ¼ÀÄ 1. CfðUÀ¼À£ÀÄß ¹éÃPÀj¸À®Ä UÉÆvÀÄÛ ¥Àr¹zÀ ªÀåQÛAiÀÄ ºÉ¸ÀgÀÄ – UÁæªÀÄ ¸ÀºÁAiÀÄPÀgÀÄ 2.CfðAiÉÆA¢UÉ ®UÀwÛ¸À¨ÉÃPÁzÀ zÁR¯ÉUÀ¼ÀÄ: 3.¤UÀ¢üvÀ ±ÀĮ̪À£ÀÄß ¥ÁªÀw¹zÀ gÀ²Ã¢ 4.¥ÀjºÁgÀ ªÉZÀѪÀ£ÀÄß ¥ÁªÀw ªÀiÁqÀĪÀ £ÀªÀÄÆ£É - © CfðAiÀÄ ¹éÃPÀÈw ¸ÀASÉå CfðzÁgÀ£À ºÉ¸ÀgÀÄ ªÀÄvÀÄÛ «¼Á¸À ºÉ¸Àj¸À¯ÁzÀ C¢üPÁjAiÀÄ ºÉ¸ÀgÀÄ ºÁUÀÆ CªÀgÀ ¥ÀzÀ£ÁªÀÄ ªÀÄvÀÄÛ «¼Á¸À PÉÆÃjzÀ ¸ÉêÉUÀ¼À «ªÀgÀ ¥ÀjºÁgÀ ªÉZÀѪÀ£ÀÄß PÉÆÃgÀ®Ä PÁgÀtUÀ¼ÀÄ: [1] «¼ÀA§ [¢£ÀUÀ¼À ¸ÀASÉå] [2] vÀ¥ÀÄà [¸ÉêÉUÀ¼À ¸ÀASÉå] ¸ÀܼÀ: ¢£ÁAPÀ: CfðzÁgÀ£À ¸À» £ÀªÀÄÆ£É - © ¥ÀjºÁgÀ ªÉZÀÑPÁÌV Cfð [CfðzÁgÀ£ÀÄ ¨sÀwð ªÀiÁqÀ¨ÉÃPÁVgÀĪÀÅzÀÄ]

11 Citizens Right V/s Public Servant Duty A.Right of the Citizens: Every Citizen shall have Right : 1. To obtain Citizen related Services in the state under this Act with in the stipulated time specified in the schedule(Sec-3). with in the stipulated time specified in the schedule (Sec-3). 2. To obtain acknowledge slip with 15 digit number [Sec.6(1)]. 3. To monitor the status of application on On Line [Sec.6(1)]. 4. To obtain compensation for delay or default in the delivery of services beyond stipulated time, the applicant entitled for services beyond stipulated time, the applicant entitled for Compensatory Cost [C.C] as per the Rules.(Sec-8) – Form - B Compensatory Cost [C.C] as per the Rules.(Sec-8) – Form - B

12 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

13 Citizens Right V/s Public Servant Duty B.Duty of the Public Servant: Every designated officer & his subordinate public servant of the Public Authority shall provide the citizen related services specified in the schedule to the Citizens eligible to obtain the services with in the stipulated time Every designated officer & his subordinate public servant of the Public Authority shall provide the citizen related services specified in the schedule to the Citizens eligible to obtain the services with in the stipulated time [Sec.3(2)]

14 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)]

15 Monitoring the status of Application Citizen is provided a unique 15 digit number to the acknowledge slipCitizen is provided a unique 15 digit number to the acknowledge slip [Sec.6(1)] Entitled to obtain & monitor status of his application as per procedure prescribed.Entitled to obtain & monitor status of his application as per procedure prescribed. [Sec.6(2)]

16 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 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]

17 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)]

18 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)]

19 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)]

20 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)] 2 nd 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)]

21 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 2 nd 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 Records ii.Issuing summons for hearing to DO & Appellant iii.Any other matter prescribed

22 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)]

23 OPERATIONAL PLAN FOR IMPLEMENTATION OF KARNATAKA GUARANTEE OF SERVICES TO CITIZENS ACT-2011 [KGSC ACT] Notification of RulesParliamentary Affairs, DPAR [AR] Demo of NIC Software State Director, NIC 13 th to 16 th MarchWorkshop with 11 Departments DG,ATI,CCT, Bhoomi, FPI, ISEC, NIC, DPAR [AR] 14 th to 28 th MarchTraining at District level DG, ATI, NIC, DC, Udupi, Dharwad/Bidar, Chitradurga 15 th MarchLaunch of publicity and call centre Information Deptt., e-Governance 5 th March to 25 th March Training nof other 26 districts DG, ATI, NIC, e-governance 2 nd AprilLaunch of KGSC ActAll Districts.

24 WORK FLOW and Time norm for individual service guaranteed under the Act Department : Urban Development - BBMP ServiceProcess 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

25 Karnataka 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.

26 Mode of Receiving Application and acknowledgement (Rule-4) Designated /Authorized Person on receipt of written application (Form, if prescribed) give an acknowledgement to applicant in Form-ADesignated /Authorized Person on receipt of written application (Form, if prescribed) give an acknowledgement to 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)}

27 SCHEDULED 151 SERVICES FOR 11 DEPARTMENTS Karnataka Guarantee of Services to Citizens Act 2011


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