Trends, Innovations at work and Steps ahead

e-Governance for Good Governance

4th and 5th of October 2012 Sridhar Pabbisetty, COO Centre for Public Policy IIMB

 Trends

Innovations at work
Steps ahead

http://www.youtube.com/watch?feature=player_detailpage&v=_Cqz9-a0cEk

The Citizens Charter Programme It is a programme for a decade. The charter programme will find better ways of converting money into better services. I want the people of the country to have services in which they can be confident, and in which public servants can take pride. John Major, Former British Prime Minister

USA, Belgium, France, Canada, Australia, Malayasia, Spain, Portug

al etc.
Reference: www.parliament.uk; http://www.publications.parliament.uk/pa/cm200708/cmselect/cmpubadm/411/41105.htm

3000000

2500000

2000000 Receipts 1500000 Disposals

1000000

500000

0 March April May June July August September October

Street plays, Advertisements, Display Boards, Radio shows Seminar to create awareness: Consumer Clubs, Media and Civil Society Representatives Primer: FAQ, Do and Donts, Examples, Forms Appeal Procedures

Ease of monitoring delivery of services

Empowers and recognises officers who have been performing conscientiously

I welcome Sakaala It has reduced the pressures

and accusations on my staff- Deputy Director of Public Instruction, Bangalore South

Dharwad Revenue Department

Business Process Re-engineering of theLand

Conversion process Online Application via Bhoomi Parivartane 18 mandatory supporting documents required (previously all provided by citizen) 12 obtained by Revenue Dept 6 provided by citizen

Police Department
Business Process Re-engineering of the Passport

Verification process Online police verification for passports in Bangalore directly from 102 police stations in the city and will be extended to 906 police stations Focus is to bring down the time taken from 90 days to 20 days

Addition of more services

Getting citizens involved in the process of

identifying which services should come under Sakala Encouraging Citizens to demand compensation in case of non-delivery of services with in stipulated time. So far only 1 citizen has got compensation for delayed services among 387905 delayed disposals.

Department specific IT systems Unfilled vacancies Low IT skills level amongst staff Inadequate infrastructure Inadequate training

Department wise knowledge sharing with other districts Desire of officials to Interact with other states and gain from experiences Systematic feedback collection model District-specific checklists for bespoke services

Entitlement without Empowerment is a dangerous challenge for progressive democracy Sakala should become a platform to identify best practices and ensure dissemination across the state

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Sridhar.pabbisetty@iimb.ernet.in +91 99162 98421 https://www.facebook.com/pages/Engagingwith-Karnataka-Guarantee-of-Services-toCitizens-System/329883667063418?fref=ts