Bihar Right To Public Services Act, 2011

Dr. D. S. Gangwar IAS Principal Secretary, G.A.D., Govt. of Bihar

September 25, 2013

WHAT IS RTPS ?
BIHAR RIGHT to PUBLIC SERVICES Act
Delivery of notified public services within stipulated time limit, Fixation of accountability within the system by naming public servants Designated Public Servants (DPS) who would be held responsible for delivery of services,

Transparency in implementation of the provisions

Provision of a Right to appeal at two levels in cases where services are unjustifiably delayed or denied with provisions to impose penalty on the responsible public servants
2

BACK

WHY - RIGHT TO PUBLIC SERVICES ACT?

Transparency

Improved Governance

Accountability

Responsiveness

ABOUT RTPS
Major Objectives :
To provide statutory backing to citizen charter To develop a culture of timeliness in delivery of public services at all levels To ensure that public service delivery systems are more transparent and have greater accountability To ensure capacity building and ground level strengthening of service delivery institutions especially the frontline offices and staffs To check corruption and weed out intermediaries by simplifying procedures and better monitoring To create an institutional mechanism for enabling the citizens to appeal in case of wrongful denial or unreasonable delay and get public services as a matter of their right.
5

PUBLIC SERVICES COVERED UNDER RTPS

Department
1. General Administration Department

No.of Services
9

2. Revenue and Land Reforms Department

3. Social Welfare Department 4. Home Department

2
8 1

5. Transport Department
6. Urban Development Department 7. Commercial Tax Department 8. Education Department 9. Registration, Excise and Prohibition Department

18
1 2 6 4

10. Food and Consumer Protection Department

Total

52

WORK-FLOW
Appeal to Appellate authority within 30 days Application Rejected Reason of Rejection Appeal to Appellate authority within 30 days Service Delayed Application Accepted Service Denied Reason for denial Written communication

Application
Acknowledgement to be provided

Reason for delay

Service Delivered within time

RTPS PROCESS: APPEAL TO APPELLATE AUTHORITY

Applicant may appeal to Section 6(3) RA within 60 days Bar of Jurisdiction of Courts (Section 9) Protection of Action taken in good faith (Section
11)

State Government may send an application directly (Section 10)

Application to AA Acknowledgement to be provided
Section 6(1)

Appeal Rejected

Order by AA
Section 6(2)

DPS may appeal to RA within 60 days

Section 6(3)

Appeal Accepted

Penalize DPS
Section 7(1)(a) & (b)

AA has the same power as are vested in civil courts (Section 6(5)) Non compliance of the orders of AA may amount to misconduct and lead to disciplinary actions (Section 8)
8

RTPS PROCESS: APPEAL TO REVIEWING AUTHORITY

Appeal Rejected

Bar of Jurisdiction of Courts (Section 9) Protection of Action taken in good faith (Section
11)

Application to RA Acknowledgement to be provided

Order by RA

Appeal Accepted

Penalize DPS/ AA
Section 7(2)

RA has the same power as are vested in civil courts (Section 6(5))

PENALTY
Who can impose?

Appellate Authority / Reviewing Authority

On Whom?

Appellate Authority Designated Public Servant & concerned subordinate staff

Reviewing Authority Appellate Authority / Designated Public Servant & concerned sub-ordinate staff

When?

Delay / Denial of service by Designated Public Servant without reasonable cause

Delay in disposal of appeal by Appellate Authority without reasonable cause Proportion decided by the Appellate Authority / Reviewing Authority Rs 500 to 5000 in case of denial and Rs 250 per day upto 5000 in case of delay

How?

Penalty imposed in addition to that prescribed in any other Act, rules, regulations and notifications already existing (Section 7(4))

BACK

FEATURES
Mandatory provision of acknowledgment receipt with photographs. Online application facility introduced for Caste, Income and

Residential certificates (from 1st December 2011)

Provision for issuance of Duplicate certificates on the basis of

application number from 15th August 2012

11

FEATURES
Applicants are informed through SMS when services are ready to

be delivered

Fully computerized application reception centers and database maintenance

IT based application tracking status by DPS.

12

TRACKING OF APPLICATION
Through SMS RTPS <Application ID> SEND TO 56677 Service delivery message on applicants mobile number Through website http://gad.bih.nic.in/

Through Jigaysa helpline. Helpline Number (0612-2233333)

13

back

Sample acknowledgement

RTPS IMPLEMENTATION

15

 Key issue of shortage of manpower at field level were addressed through appointment on contractual basis
Sl. No.
1

FIELD LEVEL STRENGTHENING

Concerned Office
Department District Bihar Bhawan Patna Commissionaire Total:Block SDO Office District Nagar Parishad S.P. Office Commissionaire BPSMS Total:Block Circle Office SDO Office District One Additional on four Bolcks BPSMS

Name of the post

I.T. Manager (Rs.30,000 P.M.)

No. of employee
39 38 01 01 79 534 101 38 43 40 9 2 767 534 534 101 38 134 3

I.T. Assistant (Rs.10,000 P.M.)

Executive Assistant (Rs.9000 P.M.)

Total:Grand Total:-

1344 2190

PREPARING THE SYSTEM

Capacity Building
Training of trainers - Nodal Officers

Roll-out of field level Training:

Training calendar and modules prepared at State HQ level

Training of IT resources on BRTPS software

17

PREPARING THE SYSTEM

Roll-out of field level Training:
Training calendar and modules prepared at State HQ level

18

PREPARING THE SYSTEM

Training of IT resources on BRTPS software

19

PREPARING THE SYSTEM

Infrastructure
Front End
RTPS Computerized Counter at all service points
May I Help You Booth in all the District HQ

Back- End
Data Center Central server at State HQ; data from field offices (local computers transferred through synchronization) "Jigyasa" Helpline Operated from State HQ Software "Adhikar enabling computerized application process and an Management Information System (MIS) enabled monitoring & review Generators provided for electricity
20

PREPARING THE SYSTEM

Computerized Application Counter

21

PREPARING THE SYSTEM

22

May I Help You Booth

PREPARING THE SYSTEM

Jigyasa Helpline Telephone-0612-2233333

23

MONITORING & FEEDBACK MECHANISM

Monitoring of RTPS implementation
Weekly performance monitoring Monthly ranking of Districts on identified parameters Review during Sewa Yatra by Honble CM across Bihar Video conferencing by Chief Secretary Monthly meeting of District level nodal officers Adhikar Software Various MIS reports (like pendency, receipt and disposal status, synchronization of reports) Desktop alerts for DPS Monitoring Cell at BPSM Provides continuous technical and administrative guidance to field offices Monthly meeting of IT managers Citizens Feedback mechanism - field study
24

CONTINUOUS IMPACT ASSESSMENT

Impact

assessment carried out by technical (non-official) teams

Significant improvement in the service delivery

Dependence on intermediaries has come down drastically

Demand for reduced timeline/ Tatkal scheme Increased no. of visits to field offices (reduced role of intermediaries) in some cases
25

PRESENT STATUS
Applications Received/Disposed from Aug 15, 2011 to Sept. 25, 2013
Services Applications Received Applications Disposed

Residential Certificate Caste Certificate Income Certificate Registration department Mutation of Land Social Security Pension Transport department Character Verification

17419341 10911735 8753283 5232352 3626092 3146784 1310395 1236218

16982241 10605399 8492080 5223304 3451536 2744229 1178474 1198803

Land Possession Certificate

New Ration Card Commercial Tax Department Education Department Urban development
26

1216495
83785 79444 53888 23526

1191894
82301 78961 53110 20610

Total

53093338

51302942

CONTINUOUS IMPACT ASSESSMENT

Source: Nalanda district field study findings

27

RTPS SERVICE WISE APPLICATIONS STATUS

Service Wise Received/Disposal
18000000 16000000 14000000 12000000 10000000 8000000 6000000 4000000 2000000 0

Applications Received

Applications received

Applications disposed

Service Name

INCREASING VOLUME OF APPLICATIONS RECEIVED & DISPOSED

30000000

29

25000000

20000000

15000000

Received Disposed

10000000

5000000

16th Aug. 2011 To 15th Aug. 2012

16th Aug. 2011 To 25th Sept. 2013

30

AVERAGE APPLICATIONS PER MONTH

2500000

2000000

1500000

Received

1000000

Disposed

500000

16th Aug. 2011 To 15th Aug. 2012

16th Aug. 2011 To 25th Sept. 2013

FACILITIES FOR PUBLIC AT RTPS COUNTER

Sheds & Chairs

FACILITIES FOR PUBLIC AT RTPS COUNTER

Token system for crowd management
Displaying of Token no.

No crowding at windows

FACILITIES FOR PUBLIC AT RTPS COUNTER

For the convenience of people of Bihar living outside certificate distribution counter opened at Bihar Bhawan, New Delhi to begin with from August 15th 2012.

Applicants can now make applications online for caste,

income & residential certificates and collect their

certificates from Delhi office.

FINANCIAL SUPPORT FOR RTPS

Human Resource Support
IT Managers IT Assistant Executive Assistant 79 x Rs. 30,000 x 12 767 x Rs. 10,000 x 12 1344 x Rs. 9,000x 12 Total Genset for all 534 Block offices Grand Total 2,84,40,000 9,20,40,000 14,51,52,000 Rs.26,56,32,000 10,00,00,000 Rs.36,56,32,000

*Fund provided by concerned Departments for consumables

37

NEW SERVICES UNDER RTPS

Rashtriya Parivarik Labh Yojana- 30 working days

Mukhya Mantri Kanya Vivah Yojana- 15 working days

Issuance of duplicate copy of caste, income & residential certificate issued after 1 dec 11 - 3 working days

Contd.

NEW INITIATIVES UNDER RTPS

Time limit reduces from 21 w.days to 14 w.days for issuance of caste, income & residential certificate.

Online applicants of caste, income & residential certificates can get it from Bihar Bhawan , New Delhi -28 w.days .

Web copy of caste , income & residential certificates are available on website
38

Thank You