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f'kdk;r fuokj.k ds oS/kkfud
vf/kdkj ds mi;ksx gsrq vke yksxksa dks
izksRlkfgr djus dk iz;kl
fcgkj iz'kklfud lq/kkj fe'ku lkslkbZVhlkekU; iz'kklu foHkkx
vad&2 o"kZ ] 2017
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izHkkodkjh fuokj.k%
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cdjh ikyu ds fy, ½.k gqvk izkIr
eatq nsoh }kjk cdjh ikyu gsrq ½.k izkIr djus ds fy, cSad vkWQ cMkSnk f'kogj essa vkosnu fn;k x;k ysfdu muds ½.k dh Lohd`fr ugha gqbZA muds }kjk vuqeaMyh; yksd f'kdk;r fuokj.k dk;kZy;] f'kogj esa ifjokn nk;j fd;k x;kA lquokbZ ds nkSjku ½.k vkosnu dh Lohd`fr gsrq 'kk[kk izca/kd dks funsf'kr fd;k x;kA 'kk[kk izca/kd] cSad vkWQ cM+kSnk }kjk 50]000@&:- dk ½.k jkf'k ifjoknh ds [kkrk esa varfjr fd;k x;k ,oa ,rn laca/kh izfrosnu yksd f'kdk;r fuokj.k inkf/kdkjh dks lefiZr fd;k x;kA ifjoknh yksd f'kdk;r ds fØ;kU;ou ls larq"V gqbZA
THE BIHAR RIGHT TO PUBLIC GRIEVANCE REDRESSAL ACT 2015
Independent Evaluation
Prepared by:Supported by:
06
BRPGRA – Philosophy Behind The Reform
Shri Nitish Kumar, Hon’ble Chief Minister, Bihar felt that there was a need for a more
accountable and independent establishment for effective public grievance redressal and this led to
the Bihar Right to Public Grievance redressal Act, 2015.
a) BRPGRA is so fundamental a rethinking of redressal of public grievances that it is a pioneer in
India, if not in the world.
b) The design of the BRPGRA with the creation of a legal right to residents of Bihar, an independent
quasi-judicial authority to ensure hearing and redressal, a No Wrong Door procedure for
registering grievances, a Single Window System for final results (Redressal of grievances), a
Time Limit for redressal, defining accountability and ensuring penal provisions exist for default or negligence, and a completely transparent system
together constitutes a very, very radical redesign.
c) Dramatic improvements in actual redressal have been achieved as is observed through the performance indicators. Many grievances that were not
resolved for years have been resolved now. Efficiency (Disposal of cases) stands at 99.2% and Effectiveness (Redressal of Grievances) stands at
about 80% in the first instance at PGRO level; if we add those cases that are satisfactorily settled at the 1st Appeal level this figure goes up to 91%.
d) The BRPGRA focussed clearly on the processes that produced what the citizens (consumers) wanted: redressal, not just disposal of the case. An
analysis of the past systems found the processes wanting in producing the desired result: Redressal. The past systems were not backed by a legal
right. It was not unusual for the complainant to file the same grievance again. The focus on processes to produce a result desired by the resident of
Bihar is one of the most significant changes that BRPGRA has brought about.
Rightto Hearing and Redressal
07
Assessment Of Implementation
STRATEGY:
The main strategic element was to begin implementation only after the system was fully equipped to deliver.
To enable an enhanced quality of service delivery the government developed a comprehensive strategy to
cover all processes. Elements of the strategy included construction of citizen friendly infrastructure- including
a call centre- for receipt of complaints and facilitation, end-to-end ICT-facilitated service delivery, selection of
the most capable staff and building their capacity, development of a software that would facilitate all
transactions and documents to be digitized, building awareness through the launch of the implementation by
the Chief Minister on the Sampoorna Kranti (Total Revolution) day, and devising a framework for systematic
monitoring.
STRUCTURE:
An independent administrative structure has been institutionalized to ensure smooth implementation.
The General Administration Department has been designated as the nodal department and under its
aegis the Bihar Prashasanik Sudhar Mission Society has been assigned the tactical and operational
duties. The structure spans from the Sub Division (a level above the Block Offices from where most of the
implementation occurs) to the District and then to the State (Department level). In all 101 Sub Divisions,
38 Districts and 44 Departments are covered. The operational structure consists of Public Grievance
Redressal Officers (who report to the general Administration Department), First and Second Appeal
Authorities and Revision Authority.
08
SYSTEM:
All the 44 departments had been asked to list all their schemes, programmes and services along with designated public authorities who would be the focal points for the grievance redressals. The list now exceeds 475 items. Once a grievance is received, the appropriate public authority is identified by matching the issue with the scheme, programme or service of the relevant department. The ICT system is comprehensive and covers both front- and back-end services. From the time of receipt of complaints to grievance redressal (including through appeals) information is captured, electronically transferred and stored digitally. The system facilitates a ‘No Wrong Door’ policy by accepting complaints in any centre and transferring the same to the appropriate jurisdiction. For instance, if a complaint is submitted in the Patna District PGR Centre, but its jurisdiction is that of Danapur Sub Division, the complaint would be registered in Patna, but transferred to Danapur with the relevant information being shared with the complainant. Special instructions were given to ensure that those issues that required more than one department’s intervention would be addressed by inter-departmental meetings at the district and below levels on every Saturday.
STAFF:
In the planning period (the period between the notification of the Act and its implementation), the government selected the requisite number of officers from the Bihar Administrative Service (BAS). There are currently 101 Sub Divisional PGROs, 38 District PGROs and 22 Departmental PGROs. In each Public Grievance Reception and Facilitation Centre a number of support staff have been provided. The number of support staff well versed in computer operations is around 1250.
SKILLS:
The PGROs require skills of dealing with complex administrative, procedural and legal issues. These they have in plenty as they were sourced from an experienced group of administrative cadre. In addition, they have been imparted intense training on the spirit and letter of the law and rules before the implementation began. The support staff, recruited for their IT skills, have been imparted training on facilitation skills, a key element in the first stage of the process: receipt of complaints.
Assessment Of Implementation ….continued
09
MONITORING:
The monitoring of the implementation of the Act is carried out by the Bihar Prashasanik Sudhar Mission Society
(BPSMS) which functions under the aegis of the General Administration Department.
The BPSM has at its service a software that helps it monitor if grievances are disposed on time or delayed. A
sample of the orders are also analysed to ensure that grievances are redressed and not just heard. The
implementation aspects are monitored at the highest levels of the government including by the Hon’ble Chief
Minister.
The MIS generates data on complaints by categories: those related to the Positive List and those to the Negative List.
Grievances are also analysed based on the number pending for disposal, number of cases that have exceeded the time limit, and number of
rejections. The BPSM goes through these cases to ensure that delays do not occur, quick action is taken in case of delays and rejections have
been ordered based on proper reasoning in writing.
Geographic information is also analysed to identify public grievance counters at sub-divisions, districts and departments with the least and most
number of applications, disposal, and denial. A similar analysis is carried out based on data for First and Second Appeals.
The government has started tracking the presence/absence of the appropriate public authority in the hearings conducted by the PGROs. Absence
of public authority does not hinder the PGRO from passing an order. But it was noticed that orders passed in the absence of the public authority led
to a feeling that the actual redressal was not taking place or was being delayed. Therefore, a computerized MIS has been created with a
dashboard facility available to the superior officers to monitor the presence of public authority. This dashboard is available at the district, division
and departmental levels. Supervisory officers are currently issuing warning orders to public authorities who are regularly absent without reasons
in hearings. Departmental disciplinary proceedings have already been initiated against 11 who failed to provide opportunities for hearing and
redressal.
Assessment Of Implementation ….continued
10
(i) Citizen Centricity
Details
Physical Visit or through on-line BRPGRA system including Telephone Call; e-mail and Mobile Application
No necessity for physical presence
PGRO’s Office provides status updates on-line and in the grievance receipt cum information and facilitation counters. Informs the applicant of the hearing date. On an average if physically present 2-3 visits
Cost involved can be as low as no cost. Telephonic, web-based, mobile registration; no need for physical presence; download the PGRO’s Order.
No Fee
(ii) Feedback/Grievance redressal mechanism
a. The complainants are asked to state if they are satisfied with the Public Grievance Redressal Officer’s (PGRO) Order.
b. Every Order has a default statement that if the applicant is not satisfied with the Order he/she can go in for an Appeal to the Appellate Authority, whose contact details are also provided therein. The First Appellate Authority’s Order has similar information about the Second Appellate Authority; the Second Appellate Authority’s Order has details of the Reviewing Authority.
Sl. No.
1.
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3.
4.
5.
Assessment Of Implementation ….continued
11
User Convenience
(i) Service Delivery Channels:
1. 140 grievance receipt cum information and facilitation counters spread across the State.
2. Internet on-line access to all documents including the Order. A special document repository has been created for this purpose.
3. Mobile Application: Has all the features of the on-line facilities
(ii) Completeness of information provided to the users:
All information, as mentioned above, from registration details to redressal (or rejection) are accessible to the users. These are provided in paper form if the applicant so desires. Otherwise they can be accessed at http://lokshikayat.bihar.gov.in
Information provided includes:
a. Registration ID
b. Date(s) of Hearing
c. Proceedings of all hearings
d. Interim and Final Orders containing details of the case, dates of hearings, analysis of the problem and evidences, solution to the problem, and date of grievance redressal
e. Details regarding the Right to Appeal and details of the Appropriate Appellate Authority
Assessment Of Implementation ….continued
12
(iii) Accessibility (Time Window):
a. The on-line access through Internet and Mobile Application are available 24/7, 365 days a year
b. Physical Access is available on all working days during the working hours
(iv) Distance required to travel to Access Points:
a. Zero in case of telephone and on-line access. In fact, the Government of Bihar has tried to ensure that people do not have to travel at all through three measures:
• Grievances can be registered telephonically
• Presence of applicants in the hearings is not compulsory
• The onus of redressal is on the Public Authority; in case the grievance is not genuine, the onus to prove so is also on the Public Authority
(v) Facility for online/offline download and online submission of forms:
As mentioned earlier, not only online submission of forms, but also telephonic registration of grievance exists. All information thereafter is available on-line and can be downloaded.
(vi) Status Tracking:
a. Status tracking is available on the internet and mobile application through the simple process of entering the unique ID
b. status can also be tracked through a telephone call to the Call Centre
c. Status can be tracked at the Grievance receipt cum Information & Facilitation Counters by contacting the May I Help You booth.
13
Unique Features
Transparency: The Act defines the scope of public grievance redressal in unambiguous terms. Except for a limited number of services in the Negative List (such as the RTI, Bihar RTPS, Service Matters and Court cases), the residents of Bihar are eligible for grievance redressal on any issue related to about 478 schemes, programmes, and services of the 44 departments of the Government of Bihar.
Even though the Negative List exists, according to Rules and Instructions ALL applications would be received and acknowledged. Those complaints relating to the Negative List would be addressed by informing the applicants of the alternate remedies available through already defined laws, rules, regulations and procedures.
All transactions during the process of grievance redressal are recorded and are available in both digital and printed formats.
Accountability: The Act, Rules and Notifications of the departments define specifically the responsibilities of each of the key players – PGROs, Public Authority, Appellate Authorities and Reviewing Authority. No ambiguity exists. In addition, failure to perform their functions as mandated, can lead to penalties (ranging from Rs.500 to Rs.5,000) as per the Act and Rules, and can invite departmental proceedings against the erring officers. Contract staff are managed through strict terms of reference and standards of performance. Any deviation can lead to eventual termination of the contract.
Time-bound services: The Act, Rules and Instructions clearly lay down the time limits for the following:
a. Grievance Redressal: 60 working days.
b. Failure to deliver service within the time limit can lead to Appeals
c. 1st and 2nd Appeals and Review Petitions to be filed within 30 – 45 working days of the issue of the Final Orders
d. Appeals and Review orders to be issued within 60 working days of receipt of the appeal/petition.
TRANSPARENCY
14
FOR ANY OF YOUR GRIEVANCES
a. Single Window Registration And Processing: A resident does not have to go to different offices for each of his/her grievances. Any complaint against any authority can be registered through an on-line system, e-mail or a mobile application. In each of the 140 Public Grievance Counters across the state a complainant can physically register his/her complaint against any authority and have it processed in the same premise, irrespective of the department(s)concerned and receive an acknowledgement receipt with a unique 18-digit ID; this ID is the only requirement to access all information and documents later.
b. No Wrong Door Policy: At the application stage, no complaint would be rejected in the name of wrong domain, geography or that it belongs to the Negative List.. Where found appropriate, the PGRO would transfer the complaint electronically to the relevant authority with all details copied to the complainant.
c. Comprehensiveness and Symmetry in Information: From registration to redressal, all information is available to the two parties and the PGRO. No extra power can be extracted through information asymmetry by any public authority.
d. Tracking Absence Of Public Authority In Hearings: It is not compulsory for the complainant to be present. Persistent negligence/absence by a Public Authority, however, is brought to the notice of relevant authorities for necessary departmental action.
Unique Features
15
e. ICT Facilitates Time-bound Redressal:
The applicant is expected to have his/her complaint redressed in a time-bound manner (60 working days). PGROs have been provided dashboard and facilities, and any deviation from time limit has to be justified by him/her in writing. In case of delays (justified or otherwise), the applicant is free to go on First Appeal.
f. Monitoring PGROs Ensures Non-collusion Between Them And Public Authorities:
The PGRO is an independent quasi-judicial authority and hence has no vested interests per se. As we stated later, the fact they are also monitored independently provides the additional safety valve to ensure that there is no collusion between PGROs and Public Authorities. This ensures power symmetry in the overall process.
g. PGRO’s Orders To Contain Reasons In Writing For Rejection:
If the complaint is ineligible, the PGRO, based on the weight of evidence gathered, has to state in writing in his/her order why a complaint is rejected. The applicant still has the freedom to go on First Appeal. All this information is available on the website with just the Grievance ID as the key.
h. Redressal As The Focus:
The BRPGR Act 2015 and its implementation are focused on redressal; not mere disposal of the case. In addition to the process itself supporting the focus on redressal, IT-supported monitoring by BPSMS of the Orders of PGROs assures quality control. The BPSMS takes up sample cases and follows up with PGROs to ensure that problems are solved in redressable cases. In addition, it reminds the PGROs that in cases of redressal, documentary proof of redressal, including in the form of an applicant’s statement of satisfaction should be obtained. For some examples in an audio-visual format please follow the link http://lokshikayat.bihar.gov.in/videogallery.aspx
i. Digitization And Cloud Storage:
All information regarding all grievances are digitized and stored securely in the Cloud.
Unique Features…continued
16
Conclusions And Recommendations
CONCLUSIONS
• The most significant objective of ensuring citizen empowerment and power parity has been achieved through
the quasi-judicial mechanism mandated by the Act
• Efficiency in terms of percentage disposed to total applications received is excellent
• Efficacy in terms of redressal of grievances as a proportion of redressable grievances is also excellent
• The methodology adopted for implementation and the painstaking preparation for more than a year in building up
infrastructure, HR and IT systems has produced positive results
• Monitoring for redressal has introduced an aspect of working to achieve the spirit of the law, over and above its
letter
• Introducing improvements based on monitoring and feedback have made the implementation of BRPGRA a live
and continuously improving process
RECOMMENDATIONS
• PGRO orders have to be more systematically studied for patterns of nonconformity to instructions issued by the Government of Bihar
• While a pareto analysis has been done identifying the top services and departments that contribute to more than 80% of the grievances, a study
should be conducted to identify the root causes of the grievances. This would help in Departments taking proactive steps to eliminate a number of
minor and frivolous grievances.
• To further strengthen M&E, a review cell with competent skilled personnel in public service delivery and grievance redressal could be created.
Professionals from the market could be hired for this purpose.
PowerBefore Bpgra
Power AsymmetryAfter Bpgr Act
Power Symmetry
Result
17
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'kkafr ls fuokj.k gks x;kA
& fldks ikloku ,oa vU;] [kxfM+;k
yksd f'kdk;r fuokj.k inkf/kdkjh ds gLr{ksi ds dkj.k iqfyl us dkjZokbZ dh vkSj vc esjh csVh okil vk x;h gSA eSa fcgkj yksd f'kdk;r fuokj.k vf/kdkj iz.kkyh ds izfr vkHkkj O;Dr djrh gw¡A
& fujatuk xqIrk] ukyank
18
Hkw&vtZu ds eqvkotk dk gqvk Hkqxrku
bZ'ojpUnz fo|klkxj] ftyk e/kqcuh dh Hkwfe ,l-,l-ch- dSEi ds fy, vftZr dh x;h Fkh] ysfdu eqvkotk jkf'k dk Hkqxrku ugha fd;k tk jgk FkkA muds }kjk ftyk yksd f'kdk;r fuokj.k inkf/kdkjh] e/kqcuh ds le{k ifjokn nk;j fd;k x;kA yksd f'kdk;r fuokj.k inkf/kdkjh ds }kjk dkjZokbZ fd;s tkus ij 1-53 yk[k :- psd ds ek/;e ls Hkw&vtZu dh eqvkotk jkf'k dk Hkqxrku gqvkA
d`f"k midj.k ds [kjhn ds pkj eghus ds i'pkr~ vuqnku gqvk tkjh
d`f"k foHkkx ds vuqns'kksa ds vkyksd esa egsUnz dqekj flag ds }kjk d`f"k esyk] iVuk esa jksVkosVj dk Ø; fd;k x;k ysfdu foHkkx ls blds fy, vuqnku izkIr ugha gqvkA ,slh fLFkfr esa vkgr gksdj muds }kjk ftyk yksd f'kdk;r fuokj.k inkf/kdkjh] vjoy ds ikl ifjokn nk;j fd;k x;kA lquokbZ ds nkSjku yksd izkf/kdkj&lg&ftyk d`f"k inkf/kdkjh] vjoy ds }kjk izfrosnu fn;k x;k fd 20]000@& :i;s dh vuqnku jkf'k ifjoknh ds [kkrk esa tek dj nh x;h gSA ifjokn ds fuokj.k ls ifjoknh dkQh [kq'k gq, ,oa bl vf/kfu;e ds fy, ljdkj dks /kU;okn fn;sA
rhu o"kks± ls yafcr etnwjh dk gqvk Hkqxrku
lq'khy dqekj] iVuk }kjk o"kZ 2013&14 esa baVjehfM,V ijh{kk ,oa ek/;fed ijh{kk dk ohfM;ksxzkQh fd;k x;k Fkk ysfdu vuqeaMy dk;kZy;] ck<+ ls Hkqxrku izkIr ugha gksus ij muds }kjk vuqeaMyh; yksd f'kdk;r fuokj.k inkf/kdkjh] ck<+ ds dk;kZy; esa ifjokn nk;j fd;k x;kA lquokbZ ds nkSjku yksd izkf/kdkj dks yafcr jkf'k ds Hkqxrku dk vkns'k fn;k x;kA 14700@& :i;s dk psd ifjoknh dks Hkqxrku fd;k x;kA ifjoknh us bl vf/kfu;e dh iz'kalk esa dgk fd bl dk;kZy; dh otg ls o"kks± ls yafcr etnwjh dk Hkqxrku lqyHk gks ldkA
;g vf/kfu;e xjhcksa ds fy, vR;Ur ykHkdkjh gS D;ksafd esjh
f'kdk;r dk ,d ekg ds vanj fcuk fdlh [kpZ ds fuokj.k gks x;kA
& ek;kdkar >k] njHkaxk
19
izHkkodkjh fuokj.k%
2-50 yk[kifjokn ntZ
91%fu"ikfnr
ifjoknksa dk oS/kkfud fuokj.k%
20
2-28 yk[kifjokn fu"ikfnr
2-16 yk[kifjokn
POSITIVE LIST dh
0-26 yk[kifjokn
NEGATIVE LIST dh
ifjokn izkfIr ds lzksr%
5 twu] 2016 dks fcgkj yksd f'kdk;r fuokj.k vf/kdkj vf/kfu;e ds izkjaHk gksus ls vc rd 2]51]816 ifjokn ntZ fd;s x;sA fofHkUu Jksrksa ls izkIr ifjokn fuEuor gSa &
Û dkWy lsUVj
Û vkWuykbu
Û Mkd
Û 140 yksd f'kdk;r izkfIr dsUnz (101 vuqeaMy] 38 ftyk ,oa 1 jkT; Lrjh;)
Û eksckby ,i (5 twu] 2017 ls)
ifjoknksa ds izdkj%
fcgkj yksd f'kdk;r fuokj.k vf/kdkj vf/kfu;e ds varxZr 475 ls vf/kd ;kstuk@dk;ZØe@lsokvksa dks ikWftfVo fyLV ds varxZr yk;k x;k gSA dksbZ Hkh ukxfjd buesa fdlh Hkh ykHk@jkgr ds fy, ifjokn nk;j dj ldrk gSA
lsok laca/kh] lwpuk dk vf/kdkj] yksd lsokvksa dk vf/kdkj vf/kfu;e] U;k;ky; okn (,oa dqN foHkkxksa dk fof'k"V ;kstuk@dk;ZØe@lsok) ls lacaf/kr ekeys fuxsfVo fyLV ds varxZr gSa tks fcgkj yksd f'kdk;r fuokj.k vf/kdkj vf/kfu;e ds {ks= ds ckgj gSA
dkmaVj & 2]13]167
vkWuykbu & 16]885
Mkd & 13]271
dkWy lsUVj & 8]493
ikWthfVo fyLV & 2]16]149
fuxsfVo fyLV & 25]782
ikWthfVo ,oa fuxsfVo fyLV ls fHkUu & 7]409
7%5% 3%
85%
10%3%
87%
21
fu"ikfnr ifjokn%
2-5 yk[k nk;j ifjoknksa esa 2-28 yk[k ifjoknksa dk fu"iknu fd;k x;kA fu"ikfnr ifjoknksa dh Jsf.k;kW fuEu gSa &
Û Lohd`r
Û vLohd`r
Û oSdfYid lq>ko & lkekU; fuxsfVo fyLV@foHkkxh; fuxsfVo fyLV@;k bl vf/kfu;e ds v/khu dksbZ vU; f'kdk;r ftls fofo/k ds :i esa izkjEHk ls Js.khd`r fd;k x;k gSA
yafcr ifjokn%
2-28 yk[k ifjoknksa ds fu"iknu ds i'pkr~ 21362 ifjokn fu"iknu ds fy, yafcr gS ftlessa ek= 201 ifjokn 60 fnu dh le;&lhek ds i'pkr~ ds gSA
ifjokn dh izd`fr ds vk/kkj ij dqN ifjoknkas esa 60 fnuksa dh le; lhek c<+k;h tk ldrh gSA ,sls foyEc ds fy, mfpr dkj.k vkSj fuokj.k dh frfFk of.kZr fd;k tkuk gSA
Lohd`r & 1]32]357
oSdfYid lq>ko & 70]026
vLohd`r & 25]394
11%
58%
31%
0.9%
99.1%
le; lhek ds v/khu yafcr & 21]362
le; lhek ds ckgj yafcr & 201
22
miyfC/k & ifjokn fu"iknu essa 'kh"kZ 5 ftys%
fcgkj ds 38 ftyksa esa (vuqeaMy ,oa ftyk Lrjh; yksd f'kdk;r fuokj.k inkf/kdkjh lfgr) Øe'k% ik¡p ftys x;k] iVuk] lhrke<+h] njHkaxk ,oa e/kqcuh esa vf/kdre la[;k esa ifjoknksa dk fu"iknu fd;k x;k gSA ;s lHkh tula[;k ds n`f"Vdks.k ls Hkh fcgkj ds 'kh"kZ 10 ftys gSaA
dqy fu"ikfnr ifjoknksa dk yxHkx 24 izfr'kr (54]016) bu 'kh"kZ 5 ftyksa ls gSA
5 twu] 2016 ls vc rd yksd f'kdk;r fuokj.k inkf/kdkfj;ksa esa vuqeaMyh; yksd f'kdk;r fuokj.k inkf/kdkjh] lhrke<+h lnj }kjk lokZf/kd la[;k esa ifjoknksa dk fu"iknu fd;k x;k gSA
'kh"kZ 5 yksd f'kdk;r fuokj.k inkf/kdkfj;ksa }kjk dqy fu"ikfnr ifjoknksa dk 9 izfr'kr fu"iknu fd;k x;k gSA
miyfC/k & 'kh"kZ 5 yksd f'kdk;r fuokj.k inkf/kdkjh%
15,000
12,000
9,000
6,000
3,000
0
13,10112,400
10,744
9,062 8,709
4,987
4,227
3,791
3,353
3,324
0 1,000 2,000 3,000 4,000 5,000
23
x;k iVuk lhrke<+h njHkaxk e/kqcuh
vuqeaMyh; yksd f'kdk;r fuokj.k inkf/kdkjh] lhrke<+h lnj
vuqeaMyh; yksd f'kdk;r fuokj.k inkf/kdkjh] njHkaxk lnj
ftyk yksd f'kdk;r fuokj.k inkf/kdkjh] x;k
vuqeaMyh; yksd f'kdk;r fuokj.k inkf/kdkjh] vjfj;k
vuqeaMyh; yksd f'kdk;r fuokj.k inkf/kdkjh] Mqejk¡o
nk;j ifjokn% 'kh"kZ 10 ;kstuk@dk;ZØe@lsok;sa%
fcgkj yksd f'kdk;r fuokj.k vf/kdkj vf/kfu;e ds varxZr nk;j ifjoknksa esa vfrØe.k (jktLo ,oa Hkwfe lq/kkj foHkkx) ls lacaf/kr lokZf/kd la[;k esa ifjokn nk;j gq, gSaA blds i'pkr~ vf/kdre la[;k esa bafnjk vkokl ;kstuk (xzkeh.k fodkl foHkkx) ,oa Hkwfe fookn@'kkafr Hkax (x`g foHkkx) ls lacaf/kr ifjokn gSaA
dqy nk;j ifjoknksa esa 45-3 izfr'kr (1]03]235) ifjokn bu 10 ;kstukvksa@dk;ZØeksa@lsokvksa ls lacaf/kr gSaA
foHkkxokj fo'ys"k.k ls ;g Kkr gksrk gS fd nk;j ifjoknksa esa lcls vf/kd la[;k esa] ;Fkk dqy ntZ ifjokn dk 28 izfr'kr] jktLo ,oa Hkwfe lq/kkj foHkkx (vfrØ+e.k] Hkw ekih] Hkw jktLo jlhn) ls lacaf/kr gSa
dqy ifjoknksa dk 73 izfr'kr fuEufyf[kr 5 foHkkxksa ls lacaf/kr gSa%
Û jktLo ,oa Hkwfe lq/kkj foHkkx
Û x`g foHkkx
Û xzkeh.k fodkl foHkkx
Û mtkZ foHkkx ,oa
Û [kk| ,oa miHkksDrk laj{k.k foHkkx
nk;j ifjokn% 'kh"kZ 5 foHkkx%
19,464
13,761
13,584
13,045
10,252
8,794
8,098
7,491
4,497
4,249
0 4,000 8,000 12,000 16,000 20,000
jktLo ,oa Hkwfe lq/kkj foHkkx
x`g foHkkx
xzkeh.k fodkl foHkkx
mtkZ foHkkx
[kk| ,oa miHkksDrk laj{k.k foHkkx
vU; foHkkx
28%27%
9%
9%11%
16%
24
vfrØe.k
bafnjk vkokl ;kstuk
Hkwfe fookn@'kkafr Hkax
tu forj.k iz.kkyh ds ek/;e ls [kk|kUu@ fd- rsy dh vkiwfrZ
fo|qr foi= ls lacaf/kr
iqfyl }kjk dkaM esa dkjZokbZ djuk@dkjZokbZ u djuk
Hkw ekih
ykxku jlhn
jk'ku dkMZ esa uke tksM+uk@gVkuk
tku@eky ij [krjk
izFke vihy%
f}rh; vihy%
fcgkj yksd f'kdk;r fuokj.k vf/kdkj vf/kfu;e esa ;g izko/kku gS fd vxj ifjoknh yksd f'kdk;r fuokj.k inkf/kdkjh ds vkns'k ls larq"V ugha gS rks ml vkns'k ds fo:¼ izFke vihy nk;j dj ldrk gSA izR;sd vafre vkns'k esa vihyh; izkf/kdkj ls lacaf/kr lwpuk vafdr jgrh gSA
2-28 yk[k fu"ikfnr ifjoknksa esa dqy 23]869 esa izFke vihy nk;j fd;k x;k gS (dqy fu"ikfnr ifjoknksa dk 10 izfr'kr)A
izFke vihyh; izkf/kdkj ds }kjk fuxZr vkns'k ls larq"V ugha gksus ij ifjoknh f}rh; vihy nk;j dj ldrk gSA izR;sd vafre vkns'k esa vihyh; izkf/kdkj ds laca/k esa lwpuk vafdr jgrh gSA
dqy fu"ikfnr 21]147 izFke vihy esa 6]583 f}rh; vihy nk;j fd;k x;k gS (dqy fu"ikfnr izFke vihy dk 28 izfr'kr)A
fu"ikfnr & 5]539
yafcr & 1]044
dqy f}rh; vihy nk;j & 6]583
16%
84%
fu"ikfnr & 21]147
yafcr & 2]722
dqy izFke vihy nk;j & 23]869
11%
89%
25
iqujh{k.k vkosnu%
bl vf/kfu;e ds vuqlkj naM vf/kjksfir gksus ij yksd f'kdk;r fuokj.k inkf/kdkjh] izFke vihyh; izkf/kdkj ,oa yksd izkf/kdkj iqujh{k.k vkosnu nk;j dj ldrs gSaA
4-76 yk[k :i;s vf/kjksfir
dqy 172 yksd izkf/kdkjksa ij
(vkSlru yxHkx 2]767 izfr dehZ)
fu"ikfnr & 156
yafcr & 30
dqy iqujh{k.k vkosnu nk;j & 186
16%
84%
naM
26
vkjksiif=r yksd izkf/kdkj vapy vf/kdkjh
iapk;r lfpo
iz[kaM fodkl inkf/kdkjh
dk;ZØe inkf/kdkjh] eujsxk
gYdk deZpkjh
,- ,u- ,e-
,l- ,p- vks-
fodkl fe=
iz[kaM f'k{kk inkf/kdkjh
iz[kaM vkiwfrZ inkf/kdkjh
iz[kaM f'k{kd
izHkkjh fpfdRlk inkf/kdkjh
Hkwfe lq/kkj mi lekgÙkkZ
vuqeaMyh; iqfyl inkf/kdkjh
xzkeh.k vkokl lgk;d
lgk;d funs'kd] [kuu ,oa HkwrRo foHkkx
fo'ks"k Hkw&vtZu inkf/kdkjh
ftyk lgdkfjrk inkf/kdkjh
All data shown is upto 21.12.2017
1 1 1
11
7
433
2
2
11
11
1
1
1
2
vkxs dh jkg%
Û vkns'k lfgr ifjokn ls lacaf/kr lHkh nLrkostksa ds vkWuykbu igq¡p ds fy, nLrkost laxzg dh O;oLFkk
Û ifjoknksa ds fuokj.k ds fy, lquokbZ;ksa dh la[;k de fd;k tkuk
Û vkns'k ds fy, Digital Signature dk izko/kku
Û Paperless iz.kkyh cukus ds fy, yxkrkj ,e-vkbZ-,l- mUu;u
Û vf/kfu;e ds varxZr ;kstuk@dk;ZØe@lsokvksa dh lwph dk fu;fer v|rhdj.k
Û vf/kfu;e ds izHkkoh dk;kZUo;u ds fy, yksd f'kdk;r fuokj.k inkf/kdkjh dk {kerk lao¼Zu ,oa tkudkfj;ksa dks lk>k fd;k tkuk
Û okLrfod fuokj.k (ek= fu"iknu ugha) ds y{; dks izkIr djus ds fy, vuqJo.k dks izHkkodkjh cukus gsrq ,D'ku LVMh (xzks fcgkj ds rduhdh lg;ksx ls)
27
Û l?ku vfHk;ku
vf/kfu;e@fu;ekoyh ds egRoiw.kZ fo'ks"krkvksa ds laca/k esa vke ukxfjdksa esa tkx:drk c<+kus ds fy,
yksd f'kdk;r fuokj.k inkf/kdkfj;ksa }kjk vf/kfu;e ds laca/k esa tkx:drk c<+kus ds fy, xkWoksa dk Hkze.k fd;k tk jgk gS rkfd tehuh Lrj ij lekt ds vafre O;fDr rd vf/kfu;e ds laca/k esa tkudkjh igq¡ps ,oa os vf/kfu;e ls ykHk izkIr dj lds
ehfM;k dk iz;ksx% VsyhQksu ls /ofu lans'k] iSEQysV~l] gksfM±x
Û l?ku tkx:drk vfHk;ku ds fy, lwpuk ,oa tu laidZ foHkkx ds ek/;e ls foLr`r ;kstuk rS;kj dh x;h gS
Û fcgkj dh vxz.kh oS/kkfud vf/kdkj vk/kkfjr f'kdk;r fuokj.k uhfr dks iznf'kZr djus ds fy, Advocacy Workshop dk vk;kstu (xzks fcgkj ds rduhdh lg;ksx ls)
28
vkxs dh jkg%
29
uksV~l
MEDIA COVERAGE
o"kZ 2008 esa fcgkj ljdkj }kjk ukxfjdkas] fo'ks"kr% fu/kZu ,oa vfHkoafpr oxZ] dksa csgrj xq.kork lsok miyC/k djkus ds mn~ns'; ls ljdkjh dk;ksZa esa xq.kkRed lq/kkj djkus gsrq uksMy ,tsalh ds :i esa fcgkj iz'kklfud lq/kkj fe'ku lkslkbZVh dk xBu fd;k x;k gSA
VkWy Ýh ua-%
1800-345-6284
osclkbZV%http://lokshikayat.bihar.gov.in
fcgkj yksd f'kdk;r fuokj.kvf/kdkj vf/kfu;e dh (fo'ks"krk,a)
Û f'kdk;r dh lquokbZ rFkk fuokj.k dk dkuwuh vf/kdkj
Û jkT; ljdkj }kjk jkT; esa pykbZ tk jgh ;kstuk@dk;ZØe@lsokvksa ls lacaf/kr ykHk ysus vFkok mlds laca/k esa f'kdk;r djus gsrq
Û igyh lquokbZ dh frfFk ds lkFk ikorh fuxZr
Û ifjokn dh [email protected] gsrq ikjn'khZ ,oa lefiZr ra=
Û f'kdk;r ntZ djus esa lgk;rk
Û ifjoknh dks lHkh lwpuk,¡@tkudkjh miyC/k
Û vkns'k ls vlarq"V gksus ij dgha ls Hkh vihy nk;j djus dk izko/kku
Û lquokbZ ,oa fuokj.k dk volj iznku djus esa foQy jgus okys inkf/kdkfj;ksa ij naM dk izko/kku
ifjokn dSls nk;j fd;s tk ldrs gSavuqeaMy] ftyk ,oa jkT; eq[;ky; esa vofLFkr yksd f'kdk;r izkfIr dkmaVj ij tkdjvkWu ykbZu&osc iksVZyhttp://lokshikayat.bihar.org.in
dkWy lsaVj ds VkWy Ýh ua-% 18003456284
bZ&esy [email protected]
Mkd vFkok
tu lek/ku eksckbZy ,i }kjk
fcgkj yksd f'kdk;r fuokj.k vf/kdkj vf/kfu;e
fcgkj iz'kklfud lq/kkj fe'ku lkslkbZVhlkekU; iz'kklu foHkkx
