1. " Ensuring Services, Empowering People “ Bihar Right To Public Services Act,2011 1 Sandip Shekhar Priadarshi Admimistrative Officer BPSM General Administrative Department Govt of Bihar

2.  Introduction/ Background  Implementation  Infrastructure  Benefits  Impact Assessment  Way Forward Contents 2

3.  Why RTPS ?  Lack of transparency in delivery of public services  Diffused responsibility  Dependence on intermediaries/middlemen and demand for bribe.  Lack of accountability  No definite timeline for delivery of services  No acknowledgement of any application  Difficult to track application  The Government of Bihar took it on the top most priority for enacting service delivery legislation as a part of Good Governance agenda. “The Right to Public Services Act, 2011 was enacted for ensuring delivery of public services in a time bound, hasslefree and transparent manner.”  The RTPS Act has helped the public regarding three Ws related to their work ie who,where,when. Background 3

4. RTPS Act mandates  Delivery of notified public services within stipulated time limits,  Fixation of accountability within the system by notifying the public servants as Designated Public Servants (DPS) who would be held responsible for timely delivery of services,  Transparency in implementation of the provisions  Provision of a Right to appeal at two levels in cases where services are unjustifiably delayed or denied with provisions to impose penalty on the responsible public servants Introduction 4

5. RTPS: The journey so far May 11 June 11 July 11 Aug 11 Sep 11 Oct 11 Nov 11 Dec 11 Jan 14 Oct 2014 Act Notified on 2 nd May Rules Notifie d on 3 rd May Services Notified on 11 th May Training of master trainers Training of master trainers (contd.) Recruitmen t of Executive Assistants Roll-out training in field Trial Run of Adhikaar software in field offices Setting up of RTPS counter, May I Help You Booth Launching of mass media campaign RTPS launched on Independenc e day 2 nd phase of media campaign Hon’ble CM launches Seva Yatra with review of RTPS implementatio n as a focus Online application introduced Citizen’s feedback survey on RTPS impact carried out in blocks RTPS monitoring and review at various levels Applicatio n Received 8.6 Cr 5 TATKAL application introduced

6. Implementation Capacity Building Training of trainers - Nodal Officers Roll-out of field level Training -Training calendar and modules prepared at State HQ level and training was given to all the staff till the block level offices. Training of IT resources on BRTPS software Training of IT Managers Training of IT Assistants Training of Executive Assistants 6

7. Pre RTPSPost RTPS This information remained in papers only. General public had rare access to this. Every information regarding a particular service is provided on the RTPS counter only. Implementation 7

8.  Front – End  RTPS Computerized Counter – at all service points  May I Help You Booth – in all the District HQ  Back- End  Data Center – Central server at State HQ; data from field offices (local computers transferred through synchronization)  "Jigyasa" Helpline – Operated from State HQ  Software "Adhikar” – enabling computerized application process and a Management Information System (MIS) enabled monitoring & review  Generators provided for electricity IT resource Numb ers Annual Salary Total (in Rs crore) IT Managers 82 3.6 lakh (@ Rs 30,000 per month) 3.0 Block IT Assistants 724 0.96 lakh (@ Rs 10,000 per month) 8.62 Executive Assistants 1521 0.84 lakh (@ Rs 9,000 per month) 16.44 Gen set for all 534 Block offices10.0 Grand Total38.06 Infrastructure Field level Strengthening with cost-Benefits Infrastructure and Field level Strengthening 8

9. Monitoring of RTPS implementation Sewa Yatra by Hon’ble CM across Bihar Adhikar Software  Various MIS reports (like pendency, receipt and disposal status)  Desktop alerts for DPS Ranking of Districts on identified parameters Monitoring Cell at BPSM  Provides continuous technical and administrative guidance to field offices  Monthly meeting of IT managers Citizen’s Feedback mechanism - field study Implementation 9

10. Impact assessment carried out by technical (non- official) teams  Significant improvement in the service delivery  Dependence on intermediaries has come down drastically  Demand for reduced timeline/ Tatkal scheme  Increased no. of visits to field offices (reduced role of intermediaries) in some cases Continuous Impact Assessment 10

11. Main Features Acknowledgement Receipts with eighteen digit unique ID number. Audit of services delayed or denied, appeals and reviews Under RTPS. Provision of Right to appeal at two levels in cases where services are unjustifiably delayed or denied with provisions to impose penalty on the responsible public servants Applicants are informed through SMS when services are ready to be delivered. Online application facility introduced for Caste, Income and Residential certificates. Certificate distribution counter opened at Bihar Bhawan, New Delhi. Introduction of Tatkal Services for Residential, Caste And Income Certificates from 15 th Jan,2014 In -house developed Adhikar Software. Unique provision of Executive Assistants bringing their own hardware. 11

12. Present Status Applications Received/Disposed from Aug 15, 2011 to Nov 10, 2014 12

13. Model RTPS Counter 13

14. Way forward …….  Inclusion of new services  Online delivery of services  Reduced timeline for the delivery of services. 14

15. Thank You 15