APresentation on

Innovations in Public Service Delivery

bySmti. Lithrongla G. Chishi,

Secretary, Home & ATI,Government of Nagaland.

Introduction• Nagaland the 16th state in the Indian union has

just completed 50 years of statehood.• As per the Census 2011 the population of

Nagaland stands at 19,78,502– 10,24,649 male and 9,53,853 Female.

• Literacy rate is 79.6%– 82.8% Male & 76.1% Female.

The initiative

• Realization of the need to change for improvement of the system.

• Administration and development to be people friendly.

• Empowering Community – Communitization.

Process re-engineering• Initiatives in Administration and

Trainings targeted towards Citizen Centric Administration with ethical values and good governance.

• Capacity building programmes for all levels of administrative officers.

• A vision to set up Civil Service Coaching Centre.

• Third party evaluation.

Institutional mechanisms• State Government has set up committee to monitor implementation

of 2nd ARC recommendation with Chief Secretary as chairman.• Self certification of documents.

• Government 2 Citizen (G2C) Services: • Online application of NPSC forms • Online application of Technical and NEC scholarship forms • Online application of Utility forms i.e. ST/SC etc…• Online application of Duplicate certificate, Birth& Death

registration…• Online Passport Application• •

Process of implementation• Nagaland is protected under Article 371(a)– the state has not implemented the 73rd

amendment of the Constitution.– Village Council is already in place for

implementation of any government programmes and effectively managed through the VDB which is the development wing of the village.

– Communitized most of the flagship programmes – VEMB / VEC / VHC / WATSAN

8

Infrastructure set up

In the district and subdivisional headquarters infrastructure facilities are just bare minimal.

In the villages community facilities support to a great extend.

Benefits

• Community takes ownership and responsibility of the programmes.– The ECS way.

Way forward• The NCS & NSS probationers are being

trained with focus on citizen centric governance and ethics.

• The NCS probationers on posting are proposed to be monitors/evaluators for all government projects/CSS and reports to be sent to government on the performance.

• Adoption of 1 village by an administrator in all sub-divisions to ensure delivery of public services.

• Encouraging traditional institutions such as Morung/Sochum.

What children learn in the Sochum

Learn to express views and opinions

Develop self-esteem and honour social values

Develop leadership qualities

Develop proper attitude to tackle daily life-situation problems with emotional maturity

Develop reading and study habits

Develop cleanliness and personal hygiene

Develop self respect and respect to others

Develop good moral character and manner

Develop skills to cope in life

Develop skill on art and craft