Download - Syndicate Group 6 - MCRHRDI
Aditi Pathak Aravind Menon Deepa Manish Tiwari Pankaj Chugh Pallavi Agrawal Puneet Joginder
Syndicate Group 6
Official website :- www.sakala.kar.nic.in Application form Call center
The Karnataka Sakala Services Act, 2011 and (Amendment) Act,2014.
A Bill has been passed by the Karnataka State Legislature to provide guarantee of services to citizens in the State of Karnataka within the stipulated time limit and for matters connected therewith and incidental thereto. This Act is called the Karnataka Guarantee of Services to Citizens Act, 2011.
SAKALA :In time or good time
Process flow:
Basic procedural overview
Citizen centric
• Right to time bound services
• Helpdesk
• Register your mobile no.
• Compensation
• appeal
Employee Responsibility
• Display of sakala services in office
• Give computerized acknowledgment
• Provide services within stipulated time
• Pay cash compensatory cost for delay
• Redress appeal / claims
Project Evolution
Program benefits
Total applications -6.5cr
Services availed -668 under 50 departments
Services like Maintenance of street lights, Maintenance of village sanitation and Maintenance of drinking water
These services were delivered to more than 1 lakh citizens in the month of December2014 alone.
• >67000 -Birth and Death Certificates
• >32000-Driving License
• >18000-Khata Extract
M-ONE service app
Launched on 8-12-2014
637 govt services, 37 deptt(like utility and property bills)
Over 1000 private services
Reduction in turnaround time
Before SAKALA After SAKALA
Passport verification rate
90 DAYS 20DAYS
rejections 7.65% 3.67%
Facts n figures
Issues and challenges
• Employee Behaviour
• Spreading the Word
• Unused Citizen Power
• From Knowing to Improving
• Sustainability of Outcomes
OVERDUES
• A total of 9,860 overdue were seen as at the close of the month.
DELAYS (1.9%)
• 47,530 applications were delayed in disposal during the month of dec’14
• 70% of the disposal in the 1-3 days delay category
• Revenue deptt constituting 58%
Rejections: 6.3%
• Providing Employment to Unskilled Labour (MGNREGS)”
• All types of Caste Certificate
Compensation: 587, Rs~73,000
Appeals: Conversion of agriculture land to non agriculture purpose, transfer certificates
Complaints:87% closure rates
Issues and challenges conti...
lessons learnt
• Winning citizen trust that the government is serious about making things better and this is not just another populist measure will be a key success factor
• Analytics should also reveal circumvention, and organizational systems/structure should ensure strict action
• Deployment of software should be supplemented with a system that assigns power and responsibility to take corrective action based on results of analytics .
Complaints received :
5 deptt constituted 86 % of the total complaints
Citizen feedback Assessment
Sample surveys are regularly constructed for the evaluation purpose
Critical analysis
• Most likely to get satisfied
• Need for a structural /institutional and procedural changes
• Penetration in the rural areas.
• Need for self motivation
Wrong use – On the
lines of RTI
Mediation mode
Procedural nature of
most of the complaints
Limitation of a sticky
model
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Karnataka launches M One App, citizens can access 637 government services
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Penetration medium
What is Lokvani?
Lokvani, Sitapur is an internet kiosk based system for providing various informations and public grievance redressal in a transparent, accountable and time-bound manner.
Need & Objectives of Lokvani
• Bureaucratic way of functioning
• Low efficiency of government Services
• Ineffective Grievance Redressal System
• Fulfill the promise of Welfare State
• Leveraging IT & C Potential
Third Party, Lokvani Kiosk
Lokvani Server
DM
Concerned Department
Lokvani - Process
A Typical Lokvani Kiosk
3 key components :
• Viability
• Sustainability
• Replicability
Lokvani – Business Model
Strengths of Lokvani Transparency and accountability to complainant.
Highly effective Grievance Redressal System.
Job creation in rural areas
Bridging the digital divide
Easily replicable
A new way of interacting with the government without having to go to any government office
Challenges
Mindset of government functionaries.
Too much dependence on DM.
Possibility of fake complaints.
Sustainability
Lessons for future
• No subsidies and loans
• First increase the no. of services delivered through kiosks and then increase their reach in rural areas
• Kiosks must be self-sustainable and profit driven
• A combination of govt. and private services to be delivered through kiosks to ensure sustainability
Thank you
E-billing services:Singapore model