1. GOVERNMENT OF KARNATAKA CITIZEN CENTRIC MINIMUM GOVERNMENT MAXIMUM GOVERNANCE BY DR SHALINI RAJNEESH, IAS

2. CONTENT PUBLIC GOVERNANCE ISSUES SOCIAL POLICY ANALYSIS INNOVATION STRATEGY TRANSFERABLE LESSONS

3. See this experience from how Governance issues has been addressed ……. Simplification and Standardization Business Process Reengineering Leveraging technology Citizen reach out Data analytics

4. SPANISH VIDEO ABOUT PROACTIVE CITIZEN

5. PUBLIC GOVERNANCE ISSUES GRIEVANCES GALORE HUGE DELAYS, COMPLICATED PROCEDURES THRIVING MIDDLE-MENGOVERNMENT INEFFICIENCIES

6. Forced to Bribe Harassed Nowhere to Go Citizens: Ignorant & Powerless Corruption Barriers to Good Governance Govt Servants: Unaccountable & Powerful ACT FOR CITIZEN EMPOWE R-MENT Social Policy Analysis

7. Good Governance KARNATAKA Innovation Accountable Fix responsibility Leads to Government-Citizen Interface Provide single window In-Time Response Enforce Law Right to Services Reinventing Govt

9. Karnataka Sakala Services Act KSSA is a Citizen-friendly Act !! Payment of Compensatory Cost to Citizens More than 7 defaults lead to disciplinary action Mandatory Acknowledgement receipt – 15 Digit unique number Fully operational Call Centre for Clarifications/ Complaints: 080-4455 4455 And many more… And many more…

10. SAKALA SERVICE DELIVERY PROCESS: Citizens need for a service Sakala Counter Places demand for the service Gets 15 digit Acknowledgement Number Process of closing the service request Data updated SMS to citizen Service delivered Service processed

11. SAKALA VIDEO

12. CITIZENS as CUSTOMERS Grievance Management Helpdesks Time-bound services Call based Appeal Services at Doorsteps Right based awareness Mandatory Notice board Compensation for Delay Citizen Friendly Governance

13. INNOVATION- REINVENTION Integrated NIC Platform www.sakala.kar.nic.in On-line Services/ Analytics Cyber Cafes / Post offices for Participative governance Single window grievance management Enforcing Citizen charter

14. SAKALA JOURNEY.. 90+ million service deliveries in 36 months... 99% - Annual average disposal 1% - Delayed disposal 3% - Average Rejection Rate

15. Was HR augmented for this reforms ? 99% delivery in time? Awareness to citizens and employees? How are heterogeneous Departments managed? SAKALA

16. PUBLIC GOVERNANCE- STRATEGY Convergence 50 Departments 688 Services 1 Acknowledgement Slip Sevottam Model Standardization Workflows Timelines- rewards Citizen Awareness Call centre Access Grievance Redressal Admin Reforms Promoting e-Governance IT Consultant for each District Changing Mind set SAKALA

17. MISSION MODE – Lean & Mean

18. PUBLIC PORTAL www.sakala.kar.nic.in www.sakala.kar.nic.in

19. SERVICE PROCEDURE

21. 135 ONLINE SERVICES

22. DOWNLOADABLE ONLINE FORMS

23. SAKALA CLOCK

24. CUMULATIVE REPORT

25. DISTRICT WISE RANKING

26. ASSEMBLY/ PARLIAMENTARY WISE

27. PENDENCY ANALYSIS

28. REJECTION ANALYSIS

29. Sakala’s Popular Citizen Services CONCURRENT EVALUATION IMRB

30. INTERNATIONAL MARKET RESEARCH BUREAU [IMRB] appointed by Karnataka Evaluation Authority Third party Survey on Sakala implementation in Karnataka

31. REDUCED TIME TAKEN FOR SERVICE DELIVERY

32. PEOPLE CENTRED REFORMS 135 ONLINE - Anywhere Anytime ServicesSelf declarations in place of AffidavitServices earlier given in Taluk now in Hobli officeSC/ST Caste Certificate, now valid for lifeIssuing of Birth Certificate in Govt. hospitals itselfExemption of Domicile Certificate by Housing BoardPolice verification for passport time (from 90 to 20 days)

33. KEA also observed that: post Sakala there was no need to visit multiple desks(93%) citizens received a unique 15 digit acknowledgement No. to their service request(90%) BEFORE AND AFTER-CITIZEN’S RESPONSE

34. EMPLOYEES RESPONSE TO THE SURVEY 97% of the staff found the portal www.sakala.kar.nic.in easy to use. www.sakala.kar.nic.in 94% of the senior officials said that Sakala has helped in objective and close monitoring of effective service delivery by the staff. 89% of the staff were given training on the Act (Sakala).

35. Public Evaluation – Social Media

36. SAKALA AWARDS & ACCOLADES 1.PM award for excellence in Public Administration - April 2014 2.National Award for e-Governance, 2013-14 Silver Award 3.CAPAM 2014 International Innovations Awards for innovation in public service management 4.Google Club Innovator Award 5.D L Shaw Quality Award 6.IELTS CloudGov Award

37. ISO Certification of Sakala

38. COMMITTED EMPLOYEES Ownership Ranking and Awards Training Accountability Delegation Personnel services CITIZENS On-line Grievance Redressal Pro-active Feedback Transparency Cash compensation POLITICAL WILL Leadership Frequent meetings Fortnightly on media Disciplinary action MISSION MODE BPR Portal management Concurrent evaluation Convergence Pro-active awareness PPP mode CRITICAL SUCCESS FACTORS

39. CHALLENGES FACED BYPASSING THE PORTAL Frequent inspections Analytical reports Ranking High level Reviews Disciplinary action REJECTIONS Mandating reason Onus on the employee Awareness of CITIZEN regarding Appeal Process MANDATORY BOARDS NOT DISPLAYED Frequent inspections Compliance reports Awareness through media UNEQUAL WORK DISTRIBUTION Staff Shortages Redeployment Augmenting IT infrastructure Business process reengineering

40. Upcoming Issues Business Process Re-engineering Inspections, Reviews (Boards/Centres) Managing Online Payments Leveraging Karnataka State Wide Area Network (KSWAN), State Data Centre & e- district Integrating Existing Databases

41. Sakala Way Forward EASE OF BUSINESS SAKALA FOR WOMEN SAKALA STUDENT INTERNSHIPS SAKALA CSR

42. TRANSFERRABLE LESSONS Simplification and faster Service delivery mechanism Enhanced Transparency and Accountability Transforming work Culture- Change in Employee Mindset Empowering citizens- “Services as a matter of right” Robust MIS M-gov Happy Citizen – “Participative governance” Reducing multiple visits of citizens’ to public offices Redressing grievances- online Call based appeals

43. Conclusion Now Sakala in Karnataka ensures True Democracy - the government of the people, by the people, for the people! Sakala a ‘Role Model’ for many developing nations to eliminate many administrative ills. Learning Point

44. AN IDEA WHOSE TIME HAS COME