Regional Analysis- Right to Public Services

Citizen Engagement for Social Service Delivery

Government of Khyber Pakhtunkhwa

Guaranteeing Public ServicesRegional Legislations

(Case of Indian States & Pakistani Province)

Gulbaz Ali Khan

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A leap forward

• Reforms process in UK (2008)– Public Services, Putting People First – House of Commons suggested to move beyond

citizen charter – Reform committee suggested “We recommend that there should be clear, precise and enforceable statements of

people’s entitlements to public services. These should be in the form of Public Service Guarantees, as proposed by our predecessor Committee. The Guarantees should specify the minimum standard of service provision that service users can expect, and set out the arrangements for redress that apply should service providers fail to meet the standard promised.”

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Emergence in India• Madya Pardesh, first state in India to pass legislation in August

2010• During a consultation, Chief Minister, Madya Pardesh stated

“At the time of elections people are the most important. After that the government ignores them. The CM, Ministers, and bureaucrats, all think that they are perfect and wisdom cannot reside outside this group. In the case of MP, we had introduced One day Governance – Samadhan Ek Din Mein and we had Citizens Charters. But when we listened to the people, we found that no body looked at the Citizens Charters and no body bothered about the details. We wanted, then, to introduce a Citizens Charter Act. There were a number of doubting Thomases. But the question we asked was if we are giving rights through the Charters why are we scared of fixing responsibility? Thus was born the MP right to public services act”

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Spread across India

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Madya Pardesh2010

Bihar2011Punjab

2011

Delhi2011

Uttarakhand

2011

Goa2013

West Bengal2013

Assam2012

Odisha2012 Occupied Jammu and Kashmir

2011

Chhattisgarh2011

Karnataka2011

Himachal Pradesh2011

Rajasthan2011

Uttar Pradesh2011

Gujrat2013

Haryana2014

Kerala2012

Jharkhand2011


Services notified under RTSP

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State/Province Total Services Notified Services

Madhya Pradesh 52 16

Delhi 70 22

Rajasthan 108 15

Bihar 50 10

Uttar Pradesh 17 5

Khyber Pakhtunkhwa - 9


Type of Services under RTSP

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Madhya Pradesh

Uttar Pardesh

Bihar Delhi Rajasthan Khyber Pakhtunkhwa

Include electricity connections in the Power Department, maternity and marriage aid in the Labour Department, copies of Khasra/Khatauni in Revenue Department, Income and Domicile Certificates in General Administration Department to Social Security Pension, Old Age Pension, benefit of National Family Welfare in the Social Welfare Department

Include mutation, birth and death certificates, water connection, disability certificate and issue of APL ration cards, duplicate copy of driving license and registration certificate

Includeservices in the Commercial Tax department, Human Resource Department (Scholarships, marksheets, university attestations), Registration, issue of all licenses (not only duplicate copies) in Transport Department and decision on application for determination of holding in urban areas in the Urban Development Department.

Include BSES Rajdhani Power Ltd. (a private licensee of the Delhi government), Delhi Police, Delhi Park and Garden Society, Drugs

NA InlcudeIssuance of FardRegistration of Birth & DeathApproval of Building Plan (Residential)Registration of FIR/Daily Diary.Domicile Certificate.Examination by a doctor in OPDExamination by Casualty Medical Officer in EmergencyInsuance of drug license


Which services notified?

• Demand driven, independently being delivered by a department

• No such services having interdependence on multiple departments

• Madya Pardesh, Bihar, Delhi, Uttar Pardesh, Rajahsthan and Khyber Pakhtunkhwa opt for services offered by a single department

• Services notified often due to a) willingness of department, b) existing simplified service delivery process, and c) local demand

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Institutional structure for implementation

• Madya Pardesh-Department of Public Service Management

• Delhi-Department of Information Technology• Rajasthan-Administrative Reforms Department • Bihar-General Administration Department • Utter Pardesh-Department of Revenue • Khyber Pakhtunkhwa-Services & General

Adminsitration Department

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Procedure for access to services • Almost all Indian states and Pakistan province follow the

similar process

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Timeliness

• Bhopal- Madya Pardesh– Most of the services are delivered on time– Copies of Khasra are delivered in 1 day (While act

time limits of 15 days)• Ghaziabad-Uttar Pardesh

– Income, land and caste certificates are issued in 7 days while act provides 20 working days

• Compliance in most of the public services delivered in 5 Indian states

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RTPS Compliance

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State Application Received

Application Disposed

Timeframe

Madhya Pradesh 8.7 Million 8.69Million Upto 10th January

2012

Bihar 9.5 Million NA from 15th August

2011 to 31st January 2012

Uttar Pradesh 7.0 Million 6.6 Million Upto November

2011

Rajasthan 1.752 Million 1.688 Million from 14th

November 2011 to 15th January 2012

Delhi 0.703 Million 0.693 Million NA


Process Simplification

• States adopt Information Technology to reduce process fatigue

• In Madya Pardesh, online application started in August 2011 through the portal www.lokseva.gov.in

• Accepting applications on paper followed by data entry in the computers

• Online tracking facility available to citizens• Reminder SMS is sent to Public Designated Officers

for timely disposal of pending applications

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http://www.lokseva.gov.in/


Process Simplification

• Bihar ICT system • Phase 1: Computerized acceptance of application at

the front office and generation of acknowledgement cards; monitoring of service delivery leveraging ICT

• Phase 2: Online request/ application for services; physical delivery from front office

• Phase 3: Online request/ application and online delivery

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Public Awareness

• Installation of Notice Boards at prominent places – Educating on the process and complaint redressal – Acts provide for awareness through notice boards

• Development of IEC materials • Budgetary allocations at district level for

arranging seminars, workshops, lectures etc

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Appeals

• Very few appeals • Bihar, has only 170 appeals so far (till January 2012)• Madya Pardesh and Rajasthan reported very few• In Rajasthan, only one case concluded and

Designated Officer (Tehsiledar) was fined INR:5000, the first Appellate Authority (Sub-Divisional Officer) INR:5000 and applicant provided compensation of INR:1000 Either citizens contented with the service delivery or do not use appeal system

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Impact

• Very few appeals to pendency rate • Change in perception of citizens regarding the

public service delivery • No role of middleman as now citizen have access

to timely services • Even if the services are delayed, no

bribery/corruption is paid • Process simplification make huge difference (SMS

sent to applicant)

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Punishment and Rewards for Duty Bearers and compensation for right holders

• Penalty centered: Madya Pardesh, Bihar and Rajasthan penalize the defaulting public officials, but MP, and Rajasthan have compensation for citizens, while Bihar do not have

• Minor penalty: Delhi impose very little fine while pays no compensation to citizens

• Khyber Pakhtunkhwa has penalty, rewards and compensation caluses. Delhi - Incentives for Good Performance- upto 5000 rupees for no default in 1 year; disciplinary action for 25 defaults in a year

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Penalties

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State/Province Penalty

Madhya Pradesh INR. 250 per day, max INR. 5000

Delhi INR.10 per day, max INR. 200

Rajasthan INR. 250 per day, max INR. 5000

Bihar INR. 250 per day, max INR. 5000

Uttar Pradesh INR. 250 per day, max INR. 5000

Khyber Pakhtunkhwa PKR. 250 per day, max PKR. 25000


Challenges

• Lack of human resources at front line service providers

• Shortage of funds • Capacity Development • Making access to illiterate people living in

remote/rural areas• Mass mobilization campaign

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Overall scenario, so far

• State/Province Led: High ownership • State/Province specific strategies

– Local demand driven services notification – Employing both electronic and paper applications – Punishment, reward and compensation– Appeals/complaint redressal – Strict monitoring

• State/Province competition

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Thanks

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Government & Nonprofit

Regional Analysis- Right to Public Services