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Regn. No. KERBIU2012/45073 dated 5-9-2012 with RNI

Reg. No, ad. mi KLlTV(N)/12/ 12-1 4

c e - :& K E W A GAZETTE W ' T

CdhOB wm06

9- Tlriruva~rantl~npuram, 27th Octobcr 2012

I Saturday 2012 &53ir~d 27

cm?qmmld~cbo, 5th Knrthika 1934 ) -1013

mrmd 5" k:

mrn? 1934 ax&tmi& 5

GOVERNMENT OF KERALA

l'exsonnel and Administrative Reforms (AR-XDJ Department 1

. . - :+ <' I S . H. 0. No. 75112012.tIn cxercise of the powers conferred by - n 11 of the Kerala State Right to Service Act,.2012

/ (18 of 2012), the Govcrnlnent of Kerala hereby make the following rules,

. .

I . Short rifle arid conzn2encemcnf.-(1) These rules inay be called the

'Kcralla Statc Right to Service Rules, 2012. > (2) Tbcy shall come into force at once..

- .

. . . . . . . . . . . . - . . . . . . . -... -- -.... . . . . . . ... . . . . . . . . . . . . . . . . . . . . . -. - -~ ~~~ . . .- - -. --- =->.>.- :- &.-~.=-. .-L=.- . , ~ - ~ ...... : . - .......

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- . .-...... . . . - . . . . .

3 , J

emption Ji-on1 pcr.yment of nppcalJee ...- No fec shall be lcvicd for g the first or seco$ appcal under section 6.

25

ea1.----(l) An appeal to the first appella~e authority under sub- - fion (1) of scctiotl 6 may bc filed i n FormNo. TI or in any othcr-format taining the particulars mentioncd in thc' said Form.

(2) An appcal to the spoild appellatc authoritpunder sub-scction (4) section 6 may be filed in Form No. UI or in a11y other fonnat containing the

cntioued in the Said Fonn.

10. Ducurnenfs ro be enclosed will1 t!te appeal.--.Along with the first or 1, tllc appcllant shall cnclose thc following documents, namc1y:--

(i) List of documcats enclosed with the first or second appeal.

(ii) Self attcstcd copy of the order against which the first or second appcal is bcing made.

-

(ih) Copics of the documcnts relied upon-by the appellant and rcfcrrcd to in the first or sccond appeal.

1 11. 01-der in -fir.vr or second nppea1.-(1) The order in the first or second appcal silall be in writing

I f

(2) Copy of the ordcr in appeal shall be given to thc appellant, dcsignaicd oficci or the fxsst appcllatc authority, as'thc casc may be.

(3) ,In thc casc of imposition of finc, thc second appcllatc authority shall'fonvard a copy of such ordcr to the authority concerned, with instructions to deduct the amount of fine from the salary/hot~orarium/rcn~uneration of the dcsignatcd offrccr or of the first appcllale authority? as the case may be.

(4) In the event of rccon~meodation for disciplinary action against the dcsignatcd officcr or dlc first appellate authority, as the cgse niay be, the second appcllatc authority shall fonvard a copy o f the order to the appointing authority conccrncd.

(5) Where the sccond appellate authorily makcs any aincndmcnt in the ordcr of the first appcllate authority. then heishe shall fonvard a copy of such order to thc first appellatc authority and the designated officer and to the appcllant.

- 1 . . . 12. Maintenance of register of cases 1cndc.l- tlre d-lct..-The designated officcr, the first appellate authority and the second appellate authority shall maintain Iiegister of a l~ ihe cases in Form No. IV.

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FOM NO. n .-H

(SeeRulc9(1)]

FOKM 01: APPEAL TO I T E FIRST APPELLATE AUITIORITY

Bcforc thc ................... , ...................... @csignation and office address of the t Appcllatc Authority)

...........................................

.................................a ....-. (Nume nnd address of the Applicnnt/AppelZant)

.'..D .......... 0 ........., 6..-..s.........n

........................................ (Nante and ofice n d h s of Designated O_Oricer/ Rcsponclenl) ,

1. Dare of application

2 Date of ackno\vlcdgernent

3. Date of rcsubmission of the application : aftcr rcctifying thc defects, if any

4. . Details of scrvicc required.

List of documcnts enclosed (1) ............................................................... (2) ........................................................ , .....

Declaration The particulars given above are true and correct to the best of -my

knowledge, information and belief.

.................... ......................... Datcd this the day of 20 .........(y ear)

Signature of the Applicant/Appellant

3ayaq pue rroyeruJojur 'aSpqniorq XUI JO IS39 3ql 03 3931103 PZIt! 31E 3AOqB ~3.\!3 sle1n3ys~d 3q.L

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Rcgn. No. KERBIW2012/45073 vcmment of Kerala dated 5-9-2012 with RNI

Reg. No. awl mm~d ~ ~ 1 ~ ( ~ ) / 1 2 / 1 2 - 1 4

XCIERALA GAZETTE "

G&(b2 c~moov E~RGORDXNARY

m m 3 w 3 0 m 0

PUBLISB[ED BY AUTHORITY qujl~ihoml~rn~ml ~ r ~ n u l ~ u a ~ q m ~ n ~ m ~

5

'Tlliruvanrnthapuram, 27th October 2012

Snturdny 2012 6ujhxmM 27 m k o ~ c u m ~ , 5th Karthika 1934

} ,012 cnmd

mcn1 1933 cfxxihm?dhO 5

GOVERNMENT OF KERALA

Pcrsonpel and Administrative Reforms (hK-12) Department #'

NOTIr-ICISrrION

G 0. (Y) No. 55/2012/ P&ARD. Dofed ~irur)atrcm~lzqpuram, 27th October; 2012.

S. I<. 0. No. 750/2012.-In exercise of the.po.wcrs conferred by sub-section (2) of section 1 of the Kerala State Right to Service Act, 2012 (I 8 of 2012), the Govcmcnt of Kerala hereby appoint the 1st day of November, 2012 as the date on which the said Act shall come into force.

By order of the Governor,

T. J. MATHEW, Sccreiary to Government.

. 33431 81201 2/DTP. I

n

Explanatory Note .s

i (This does not form part of the notification, but is intcnded to indicate its 1

general purport.) I

Sub-section (2) of scction 1 of the Kerala Statc ~ i & t to Servicc Act, 2012 ~imcncemcnt of into force with

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delivery for better quality coverage and responsiveness to citizens needs over their life cycles. The pressure on the public service to deliver better quality and

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EFFECTIVE SERVICE DELIVERY IN THE CONTEXT OF RIGHT TO SERVICE ACT

ASH1CK.K.P MEMBER STATE CURRlCULUM COMMITTEE

GOVERNMENT OF KERALA VISITING FACULTY IMG, CALICUT

Fast changing development at the global and national levels are rapidly transforming the socio-economic frame work Of societies across the world. Technological change, economic restructuring towards market oriented activity, more decentralised political process , the pace of globalisation with its unprecedented information flows.. . all these factors are changing the expectation and life style of people with regard to overall quality of life. In many developing countries demand for services is expanding at a very rapid pace and the systems of service delivery are unable to cope with the resulting challenges. ~ x i s t i n ~ systems of service delivery without moded forms of policydesigns are proving inadequate for service delivery based on the present requirements of citizen.

There fore. the state is under Dressure all over the world to restructure service

faster service is tremendous. To b e efficient and succesll, &e public organization must adopt their own strategy and mould the staff fiom civil servants .to quality and visionary leaders. As we know a government which is committed to the welfare of its ~eov le and the develovment of state has to

1 1 1

provide 'igh quality service to its citizens in an equitable and fair manner. There are%arious kinds of services to be provided by public authorities in a scientific and systematic manner that should cover the gap between government and people.

Ther is nothing; more im~ortant to the effectiveness and vresi~e of the civil 1 - " service than the in power and the general'public having the confidence in loyalty,integrity, faireness,discipline and the professionalism of the public service. Continousefforts must therefore be undertaken to preserve and enhance this climate of confidence and acceptance. Towards this end, public service must constantly maintain and adhere to the high standards of accountability particularly in the area which directly affect the quality of the life of citizen.The total civil service should be free from the clutches of ego,hierarchy and corruption and dishonest behaviour

There should be a systematic approach to ensure the adequate level of services of prescribed quality in the prescribed time. The focus area of Right to service >

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-- - - - - -- - . _____ _ _ _ _ - -- -- - - - .-

- - - - -- -. - - - - _ - - - - - - - - - - - - - - -. - - - - - - . - -- - - -

Act will be to ensure the public service in a more transparent,scientific,equitable, systematic, timebound way to reach the citizen from satisfaction to delight. Kerala has been in the forefront among other states in India, for innovation and creative practices. There is no doubt that the Right to service Act will be a feather in the crown of the service delivery system of government ofices to meet the requirement of their stake holders in an expected level.

GENERALISABLE PRINCIPLES1 FOCUS AREAS FOR EF~ECTIW SERVICE DELIVERY OF PUBLIC SERVICES.

1. Identification of stake holders and their expectations 2. commitment to the goals and objectives of the department 3. Input-process-outcomeslresult oriented service delivery systems 4. definition of services 5. accessibility: placelpoints of service delivery should be in an acceble

way. 6 . open ,transparent systems for informations and communication 7. monitoring and feedback mechanisms

Citizen focuse d service delivery involves the basic principles which should be kept in mind while designing the structures, processes and modes of service delivery.

Service delivery management in the context of developing countries needs to link policy! makers,saervice providers and service users in a frame work based on develofiment goals. Goals and objectives of service delivery need to be clearly stated and known by users and service providers. The areas and items of

I service delivery , the volume/level and quality at which they will be delivered and the places in which they can be accessed are issues in service delivery management based on a framework that focusses on structure, process and outcome. Expanding inclusive service delivery which focuses on groups that have limited or no access to public serces is critical for attainmentof developing goals. Strengthening the propoor focus, increasing systizen involvement , ensuring sustainable commitments by service providers in keyareas and ensuring outcomes are essential in designing new and improved systems of service delivery.

COMPONENTS OF SERVICE DELIVERY MANAGEMENT

The delivery of services in the concept of SDM should be as per the expectations of the customer. A mere delivery of service is not enough for SDM. It is a combination of the following factors

2

1 .Service 2.Time 3. Quality 4. Compa'ctness 5. Accessabilty 6. output

BUILDING BLOCKS OF EFFECTIVE SERVICE DELIVERY

How a public institutions delivery system change as per the desire of a customer? Evidence across a range of countries has shown that well fbnctioning bureaucracies can promote growth and reduce poverty. They can provide sound polcy inputs and deliver critical public goods and services at least cost. During 19& century most industrialising states mordernised their public administrations. Early leaders included France, Russia and UK. The success of the british civil service reforms in last century provides an early example of the importance of nurturing effective,rule based bureaucracies. Many low-income countries including India however have been unable to create even the most rudimentary underpinnings of a rule based civil service. Their fonnal systems often resemble those industrial countries on paper. But in pracitice informality remains the norm. Merit based personnel rules are circumvand staff are recruited or promoted on the basis of pattronage and clientialism,budgets are unrealisttic and often set aside in any case by adhoc decision during implementation. At bottom, all these problems can be traced back to weakness in the underlying institutions, poor enforceablitya of the rule of law both within and beyond the public sector, lack of built-in mechanisms for listening to, and forming partnershipwith firms and civil society and a complete absence of competitive pressure in policy making, the delivery of services and personnel practices. It can be pointed out like the following:

Less Transparency Less participation Curruption Less defined dutes and responsibilities Absence o Measurement systemf performance Absence of Performance appraisal system Less followup

BUILDING INSTITUTION A CAPABLE SERVICE DELIVERY INSTITUTION

In order to strengthen the institution a capable service delivery organisation the following components are necessary

1 1g IS.

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-Well defined Vision -Well planned Mission -Strong central capacity for formulating and co-ordinatinga policy -longrun, medum-shortrun actionplan -preperation of major service delivery areas - preperation of service delivery activities -participation management -clear definition of duties and responsibilities through group meetings -steering/monetoring committee to evaluate and monitor the performance gap -well and transparent performance appraisal system -training only to fill the performance gap -Creation of motivated and capable staff

To conclude we can realise that than the input , out put importance to be given the process modification and liberalise the mind of employees.To sustain the public organisation , nation leads not only qualified civil servants but quality leaders