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[GS2] Department of Administrative Reforms & Public Grievances(DARPG), Sevottam Framework, E-Office

1. Prologue

2. Functions of department

3. Administrative Reforms

4. Sevottam Service Delivery

5. National e-Governance Plan (NeGP)

6. E-Office

7. CPGRAM: Online Redressal

8. Governance Knowledge Centre

9. National E-Governance Conference

10. Record Retention Schedule (RTI)

11. Misc. Functions of DARPG

12. e-Sugam

13. Aarogyam

14. Awards/conferences

15. United Nations Public Service Awards

1. #1: Mass Contact Programme of Kerala

2. #2: Swavalamban initiative, Dhanbad (Jharkhand)

3. #3: Graamin Haat, Madhya Pradesh

16. Mock Questions

Prologue

UPSC SYLLABUS TOPICS IN THIS ARTICLE

(GS2) Ministries and Departments of theGovernment-Structure, organization andfunctioning

Department of AdministrativeReforms & Public Grievances

(GS2) e-governance: applications

1. E-office model2. Centralised Public Grievance

Redress and MonitoringSystem

3. E-Sugam4. Arogyam

1. Sevottam Model

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(GS2) transparency & accountability andinstitutional and other measures.

2. Mass Contact Programme ofKerala

3. Swavalamban initiative,Dhanbad

4. Graamin Haat, MadhyaPradesh

+Same topics also relevent for Public Administration Syllabus.Ministry of Personnel, Public Grievances and Pensions. Has three departments.

1. Department of Administrative Reforms & Public Grievances (DARPG)2. Department of Personnel & Training (DOPT)3. Department of Pensions & Pensioners’ Welfare (DOP&PW)

In this article, we see the first department: the Department of AdministrativeReforms & Public Grievances (DARPG)

Functions of department

1. Administrative Reforms, including e-governance2. redress of public grievances in general and central government in particular;3. Liaison with State Governments, UT, professional institutions and foreign

countries for Public Administration related matters.4. Office Procedure Manual for Central Secretariat.5. fancy things (details in later part)6. O&M (Organization and Methods)*

*O&M is part of Public administration syllabus, but not much relevant for GS. But justfor the curious souls: O&M helps simplifying and improving work systems,accounting system, file management etc.

Administrative Reforms

This department helps implementing the recommendations of 2nd ARC in variousministries and departments of union, state and UTs.

REPORT SUBJECT YEAR

1st Report Right to Information-Master key to governance

20062nd

Report

Unlocking human capital. Entitlements and Governance – a CaseStudy

3rdReport

Crisis Management- From Despair to Hope

4th Report Ethics in Governance

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20075th Report Public Order- Justice for each, Peace for all.

6th Report Local Governance

7th Report Capacity Building for Conflict Resolution – Friction to Fusion

20088th Report Combating Terrorism

9th Report Social Capital – A Shared Destiny

10thReport

Refurbishing of Personnel Administration – Scaling NewHeights

11thReport

Promoting e-Governance – The Smart Way Forward

2009

12thReport

Citizen Centric Administration – The Heart of Governance

13thReport

Organizational structure of Government of India

14thReport

Strengthening Financial Management System

15thReport

State and District Administration

Sevottam Service Delivery

“SEVOTTAM” , meaning Uttam Seva= service delivery excellence.Ok we should have ‘service delivery excellence’. but how? One practicaldifficulty= lack of a common understanding on what is “acceptable quality” forservice delivery across different organizations and geographical locations.Here, Dept. of ARPG comes to help, lays down the ‘Sevottam’ guidelines, helpsvarious ministries and departments, states and union territories to implementthem.You implement them in your office, and send a report to DARPG. Then you canbrag in front of your parents, batchmates, neighbors, relatives, journalists andcitizens that “My office/department/ministry is Sevottam compliant.”

To implement Sevottam, you (bureaucrat) do three things:

First thing

You put a nice billboard in your office, that show

1. what services you provide?2. under what time limit?3. Whom to contact in case of problem?

This is your ‘citizen charter’. Most of the central ministries and departments havecitizen characters in their offices and on their websites. For more on citizen chartersclick me

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Second thing

You put in a grievance redressal mechanism.Grievance=feeling of being wronged.A grievance can be real, or imaginary, legitimate or ridiculous, rated orunvoiced, written or oral.But when a grievance is received, it needs to be redressed.You setup a Grievance Redress Mechanism (GRM). This system helps youreceive record, investigate, redress, analyze, prevent any grievances.For central ministries and departments, there is already a Centralized PublicGrievance Redress and Monitoring System (CPGRAMS). [separately discussedin other paragraph]

Third thing

You improve your public service capability. But How? Three main methods

#1: Root Cause Analysis (RCA)

under this method, you create fishbone charts to identify root of a problem.Who/what is responsible for the given problem. example see following image.Then you take measures to fix that root problem.

#2: 5s/Kaizen

“5s” is based on the Japanese concept of “Kaizen”Kaizen means elimination of waste.Kaizen is a technique to improve functioning and solving problems without

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throwing money at them.In “5s” technique, you focus on five “s”: Sort, Stabilize, Shine, Standardize andSustain

Benefits of 5s technique

1. Removes old records= increases physical space in the office and cupboards.2. Reduces time wasted in searching for documents.3. Many organizations have used 5S tools to achieve “30-second search time” for

documents.4. Removes useless furniture and machinery=increase physical space and ambience

in the office.

#3: Gap Analysis:

Here you classify various activities/issues of your organization and give them colorcodes. E.g. red for problematic, green for smooth and thus prepare a color chart. Thishelps you identify the culprit behind inefficiency.

Now to put this Sevottam Topic in formal English:

2nd ARC =>12th Report=> “Citizen Centric Administration the Heart of Governance”.

In this report, 2nd ARC recommended the government organizations to become

1. Transparent2. Accountable3. Citizen friendly

Government accepted this recommendation, asked all ministries to adopt the‘Seven Step Model for Citizen Centricity’.

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DARPG documented this Seven Step Model under the name SEVOTTAM.SEVOTTAM means Uttam Seva= service delivery excellence.SEVOTTAM has three modules:

module description

1. CITIZENCHARTER

focus on

I. implementationII. monitoring

III. review

These charters enumerate services provided by anorganization, its time limits and quality standards.Citizen charters empower people to demand qualityservice and seek remedies in case of non-delivery.Thus, Citizen’s / Client’s Charter makes the publicservices citizen centric by making them demanddriven rather than supply driven.

2. GRIEVANCEREDRESSMECHANISM

focus on

I. receiptII. redress

III. prevention

To redress citizen’s grievances in a time bound andsystemic manner.with the help of Grievance Redress Mechanism(GRM) and Centralised Public Grievance Redress andMonitoring Sysytem (CPGRAMs)

3. PUBLICSERVICEDELIVERYCAPABILITY

focus on

I. customersII. employees

III. infrastructure

To augment human and technological resources forbetter service deliverywith help of management techniques such as 5s tools,root cause analysis, gap analysis etc.

Benefits of Sevottam implementation

1. Makes the public organizationa. Citizen friendlyb. Accountablec. Transparent

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2. Improves the speed and quality service delivery.3. improve cleanliness and physical space in the office4. Reduces causes of complaints, corruption and negligence.5. Solves maximum complaints immediately on receipt.6. Eliminates fire-fighting style of working.7. Eliminates outdated activities, wastage of money and resources.

ON A NON-SERIOUS NOTE

Just like Sevottam there should be MevottamTM.Because Mewaa means sweet/bribe/commission.Thus, if a department/ministry has this certificate = means its bribe potentialis very high.

Presently, the MevottamTM compliant ministries are: coal, telecom anddefense ministry.

National e-Governance Plan (NeGP)

In 2006, jointly formulated by

1. Department of Administrative Reforms & Public Grievances (DARPG)2. Department of Electronics and Information Technology (Deity)

NeGP aims

1. To make the government services accessible to the common man with help ofICT

2. Setup massive countrywide IT-infrastructure to reach down to the remotest ofvillages

3. large-scale digitisation of records4. Bring public services closer home to citizens.

Under NeGP there are 31 Mission Mode Projects (MMP).These MMPs serve as vehicles for electronic service delivery @Central, Stateand Local levels.

for more schemes on e-governance, read the 10th chapter summary of Economicsurvey, click me

E-Office

Under National e-Governance Plan there are many “Mission Mode Projects”One such Mission Mode Projects= e-OfficeDARPG is the nodal department to implement this e-office project.E-office aims for e-file (electronic files) + digital signature for

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authentication + Computerized workflows=paperless office.e-Office MMP will be implemented in phased manner, to allDepartment/Ministries of central governmentDeadline: when 12th Five Year Plan ends (i.e. 31st March 2017)

DARPG gives following support to implement E-office Project:

1. government process re-engineering frameworks2. e-Manual3. e-Office product suite (software)4. Hardware-computer, UPS, scanners, network and bandwidth5. Product awareness, training and capacity building, handholding and post-

deployment support.

(~110 words. The aukaat of e-office topic is not beyond 12 marks, so not going infurther details)

CPGRAM: Online Redressal

Centralised Public Grievance Redress and Monitoring System (CPGRAMs)Handled by this department.Setup in more than 80 Ministries / Departments and 6000 subordinateorganizations @central levels. Also includes selected States and UT.Anyone can lodge grievance from anywhere, anytime to any Ministry/Department- using the webportal (link: http://pgportal.gov.in/)Citizen can even upload a document along with the grievance application.Citizen can track his/ her complaints.Departments are supposed to dispose of grievances within two months.Senior officials are given online dashboards to monitor the overall progress ingrievance redressal.

GovernanceKnowledge Centre

by DARPG.a web based digital repository of best practiceand knowledge resourcesfor good governance and Public Administration.link: http://indiagovernance.gov.in/

National E-Governance Conference

held every yearjointly organized by

Department of Administrative Reforms & Public GrievancesDepartment of Electronics & Information TechnologyAny one State government

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2012 Conference held in Odisha.

2013 Conference held in Rajasthan, Theme: “Towards an Open Government”.

During this conference, National Awards on e-Governance also given for theyear 2012.

Many projects won the award but I’m only listing the ones with fancynames/abbreviation

fancy name what? category

1. Panjeeyan

Computerisation of Registration(Panjeeyan) Project

by Assam government

GovernmentProcess Re-engineering

2. OVS

Online Voting System (OVS)”, StateElection Commission, GujaratUsing webportal, voters can registerthemselves as e-voters.on election day, they can cast theirvotes using internet from the comfortsof their residences / offices.successfully applied in the elections omunicipal corporations in Gujarat.

GovernmentProcess Re-engineering

3. SAM

Students Academic ManagementSystem (SAMS)Odisha governmentE-Admission (applying in commonapplication form for various colleges.)E-Administration (issuing library card,hostel room etc.)

Citizen-CentricService Delivery

4. iBHUGOALBihar Infrastructure Mapping GeomaticsOriented Application ModelBihar Government

Innovative use ofTechnology in e-Governance

5. MAGIC

Mineral Administration and GovernanceUsing ICT.

Geology and Mining Dept of Gujarat

E-Auction of new leases to mineral blocks.

RFID for vehicle tracking to curb

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unauthorized transportation of minerals

6. iMINEGujarat Mineral Development CorporationLimited (GMDC)

use of ICT byPSUs forCustomer’sBenefits

7. SPARSH

Special Project for Assistance,Rehabilitation & Strengthening ofHandicappedSMS to the registered users on theschemes and camps organized in anyareaVoice CallAlert System tocreateawareness about disability,opportunities, schemes, rights ofPwDsToll free Call centre to provided forguidance and assistanceby MP government

use of ICT inSocial SectorProgramme

More projects: These are not given award in 2012- but mentioned in the ministers’speech- helps as fodder material.

B-TRAC

Bangalore Traffic Improvement ProjectBangalore city police initiatedout reporting, generating notices, collecting fines, receivingcomplaints, payment of fines, and reducing traffic congestion andaccidents in the city

Aarogyasrihealth insurance scheme by AP government for BPLhas a Website Portal that deals with registrations of a patient tothe discharge, claim settlement etc.

Jaankariby Bihar governmentHelps RTI filling through phone call.Solves digital divide and digital illiteracy problem.

CA$H

This Department gives financial assistance for:

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Modernizing Central Government Offices. The Department gives 75% of projectcost and beneficiary Ministries/Departments will pay the remaining 25%. (butwhy is not named after you know who?)funding Good governance initiatives by the State/UT Governments on selectivebasis.

Record Retention Schedule (RTI)

Under the R.T.I, you can seek information from public authorities. But at thesame time, it is illogical for the government organizations to maintain recordsfor infinite period e.g. file showing the telephone-electricity bills of PMOduring 1981-82.Therefore, such not-so-important documents should be destroyed after 3 years,5 years or 10 years. But who will decide which documents to keep for how long?Answer. Department of Administrative Reforms and Public Grievances. Theyprepare Record Retention Schedule common to all Ministries and Departments.

Misc. Functions of DARPG

1. Publishes books, journals and newsletters.a. quarterly journal – Management in Governmentb. Monthly News Letter -Civil Services News

2. Human Resource Development, Training, Awareness & Assessment.3. IR/Diplomacy

a. Collaboration with Other countries: for sharing ideas and experience inPublic Administration. Notable partners: Brazil, South Africa, China andMalaysia, Canada, European Union, South Korea, Japan, Australia.

b. IBSA seminars/awards for Public Administration. (will be given to civilservants and public sector institutions)

c. MoU with Singapore for cooperation in Public Administration.4. Makes documentary films on success stories of good-governance, e-governance

soa. They can be replicated in other parts of India.b. Can be shown to probationers in central and state services.c. Panchayat members, delegates in conferences, seminars etc.d. for telecast on Doordarshan

In 2013, they released seven documentary films on good governance initiatives:

documentary filmon

details

e-Sugam, an acronym for Simple Uploading of GoodsArrivals and MovementsOnline system, by Karnataka State with help of NIC.

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e-Sugam

Businessman have to submit details of everyconsignment (above 20,000 rupees) to e-Sugam portaland gets a unique number.This saves dealers from bribe-demand, inspection-harassment and time-waste at the road check-post.Ultimately the system aims to link e-sugam to invoicesand VAT refunds to reduce tax evasion.

Aarogyam

by UP Govt. Health Departmenta village-wise database of all the beneficiaries(pregnant/lactating women, children up to 5 years) of anarea is being maintained.Aarogyam software sends automated alerts in the formof vernacular voice calls/SMS to the beneficiaryinforming and reminding them about their pendingantenatal care, postnatal care and immunizationappointments.These alerts are also sent to local level health officialsinforming them about due services in the area.

Remaining documentary films don’t have fancy name worth a 2 marker, hence I’mignoring. but If you want to see the list, goto http://pib.nic.in/newsite/erelease.aspx?relid=99684

Awards/conferences

Where this Department of Administrative Reforms & Public Grievances (DARPG)plays a part:

Prime Minister’s Award forExcellence in PublicAdministration

Given on Civil Services Day (21 st April) eachyear.total 15 awardsTo officers of the Central and StateGovernments.for extraordinary and innovative work inPublic Administration.

Civil Service Day

21st April earmarked as Civil Services Dayto celebrate the spirit of Civil Servicesprovides an occasion for introspection andself-evaluationBoth central and state service officers attend

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the eventstarted from 2006

National e-GovernanceAwards

for exemplary implementation of e-Governance initiatives are given in sevencategoriesGiven in multiple categories e.g. bestgovernment website, best ICT usage by PSUsetc.

National conference on E-governance

held every year since 1997It is a platform to discuss, exchange views andexperiences relating to e-governanceinitiatives.organized by DARPG + Department of IT andone state government

Conference of ChiefSecretaries

Provides platform to exchange views betweenthe Centre and the States.For discussion on crucial national andinternational issues.

IBSA awards for PublicAdministration

extraordinary achievement and innovativework done by the civil servants in publicinstitutions in IBSA countries

United Nations Public Service Awards

Although not under the purview of this department but was in news because 3Indian projects also got this award. Let’s take a look:

#1: Mass Contact Programme of Kerala

1. Initiated by the Chief Minister’s Office, Kerala2. Under the programme, the Chief Minister visits each town and organises massive

events where people can address their queries personally.3. It enables interaction between the people and the government without delay or

corrupt practices.4. The initiative has reduced the time usually taken to respond to complaints and

actions and has fast tracked problem solving.

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#2: Swavalamban initiative, Dhanbad (Jharkhand)

Improved pension disbursement in the district.

before after the project

registration and disbursement of pension wasdone manually- very cumbersome, tedious,non-transparent, lot of paper work,A pensioner had to wait days, weeks ormonths and sometimes had to pay bribes toget pension.

database of allpensioners was digitisedwith the help of a newsoftware.automating payment intopensioners’ bankaccountsalso through BusinessCorrespondent in remoterural areasno bribes or delays.

delay almost three months just three days

for more on Swavalamban scheme, click me

#3: Graamin Haat, Madhya Pradesh

Madhya Pradesh government’s Graamin Haat projectEnables the Women Self Help Groups (SHGs) to run haats in the weekly markets(haats).helps women get management skills, operate a business on their own andimprove overall living conditions in their communities.This in turn created a new sense of self-confidence and earned them respect inthe family and society=women empowerment.

Mock Questions

5marks1. NeGP2. e-office3. Sevottam

12 marks1. Write a note the role and functions of Department of Administrative

Reforms & Public Grievances in promoting good governance.2. Write a note on Sevottam framework.

25m1. Define Good Governance and discuss the role of Sevottam framework and

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National e-Governance Plan in promoting good governance.Essay

1. Good Governance and E-governance are the yin and the yang for asuccessful democracy.

2. Among a people generally corrupt, liberty cannot long exist.

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Posted By Mrunal On 02/10/2013 @ 14:30 In the category Yearbook