Transparency International India
TIME-BOUND GUARANTEED PUBLIC SERVICES
The last two years have witnessed a movement for enacting legislations to ensure time-bound guaranteed public services with penalty clause if there is any deficiency in the promised standards. Initiated by Madhya Pradesh in 2010, it was followed by Bihar, UP, Delhi, Punjab, J&K, Goa, Jharkhand, Kerala, Rajasthan, Himachal Pradesh, Uttarakhand, Chhattisgargh, and Haryana. It is being considered by Tamil Nadu, Karnataka, Odisa and many other States, besides the Central Government's Parliamentary Standing Committee on Personnel, Public Grievances, Law & Justice is currently examining the proposed Right of Citizens for Time Bound Delivery Goods & Services and Redressal of Their Grievances Bill 2011 as part of the concurrent list like the RTI.
However, it is observed that these Acts passed by various States have not been effectively implemented just because the Citizens' Charters incorporating their provisions have not been properly formulated or the services mentioned therein are not those which are availed by the common men. Hence, we suggest, inter alia, the following aspects to be considered while drafting the Citizens' Charters and their implementation to help the common men to avail hassle-free public services for which he is entitled to –
(1) It should be drafted in consultation with the concerned service-seeker, service-provider and the NGOs. It should be reviewed periodically and revised whenever there is any change in the information mentioned therein.
(2) There should be a separate Citizens' Charter (i.e., Local Citizens' Charters) for each office covering the services they provide. For example, there should be a separate Charter of the Directorate, its subordinate offices, Hospitals, Schools, etc. according to the particular services they provide.
(3) Mention Service Standards - Step-by-step-Procedure based on `Where to go; how to proceed', simple and easy to fill-in Forms in local language/s, specimen of duly-filled in forms, documents, fees, etc. required, reasonable time schedule, Do's & Don'ts, etc.,
(4) List all Offices according to services they provide. Indicating area-wise Office location, public services they render, names, addresses and Tele. Nos. of concerned officials, their alternate etc.
(5) Reasonable time schedule keeping in view the application of Information Technology. For example, Delhi Govt is providing Birth/Death Certificates and Driving Licenses on the same day.
(6) Out-sourcing and decentralization of services particularly which are availed by the common man. These services may include issue of birth/death certificates, driving licenses, passport etc., police verification through registered detective agencies and medical diagnostic services. Such steps would not only facilitate prompt service delivery, but would also economical.
(7) Whenever there is an involvement of another department (like Police in issuing a Pass Port, inter-state Driving license etc.), a time-limit is to be fixed after which the desired service is provided with out any further loss of time in order to maintain the promised service standards.
(8) Visit of any of the service providers (like Police, Rationing Office, etc.) to any of the service seeker for verification, etc., should be with prior appointment only (particularly in view of working nuclear families). In case if the concerned service seeker is not available, the visiting service provider should leave his contact number his meeting time, place and other details.
(9) Minimum documentation, self-attestation and self-declaration
(10) No duplication - In case desired information and document submitted earlier like proof of residence (if there is no change), birth certificate, etc., it should not be asked again.
(11) Regular monitoring of delivery of services to make service providers accountable. One of the means to monitor is through electronic-Service Level Agreements (e-SLA)
(12) If promised services are not provided as per specified time schedule, an effective grievance redressal mechanism (including the provision of compensation to the concerned citizen in order to introduce accountability) should be introduced by creating an unified independent appellate authority at the district and Block levels. Like `LOK VANI' initiative may be considered as methods to facilitate the reporting such cases
(13) Provision of "TATKAL" (Immediate) Services if somebody is in urgent need (as in the case of Passport, Railways, etc.) to avoid touts, bribery, etc.
(14) Minimize the number of Forms. Such Forms in local languages should be publicized through Newspapers and the concerned website to enable service seekers to get them copied and use it.
(15) Simultaneous changes in the Performa and other requirements to be effected along with the changes made in the Citizens Charter.
(16) Proactive disclosure of all information frequently required like ownership of property, vehicle, etc., tax and dues paid or pending, etc. through regular up-dating of database
(17) Salient features of each service should be prominently displayed in simple and easy language at all places (including Entry points of the concerned service providers) likely to be visited by the service seekers.
(18) If possible, the services and their related information may be presented in a tabular form.
S. K. Agarwal, Vice-Chairman
Transparency Internatioal India
Ph. 011-2646 0826
For Further information, please contact
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