AN ACT THAT SIMPLIFIES CITZENS LIFE What? How?

Dr.Karuna Patil
Asst.Prof. S.S.L.Law College, Gulbarga

INTRODUCTION

Karnataka Guarantee of services of Citizens Act (KGSC Act) is a bill passed by the Karnataka State Legislature in 2011. To provide guarantee of Services to the Citizens of Karnataka State within the stipulated time limit for citizen related services. This law is as important as the law on Right to information, as borne out in the name, this act empowers citizens to access government services as a matter of right. The act is a powerful tool as it enables citizens to seek several services from government offices in a time-bound manner.

This will reduce wasteful expenditure on repetitive visits by citizens and reduces avoidable harassment and evasive answers from officials. For example, Ration card, Motor driving license, disability certificate. Karnataka unveiled a major iniaitive of guaranteeing services to the citizens in a time bound manner, thereby putting an end to the running around from pillar to post for getting services, with the launch of Sakala throughout the state from April 2, 2012. Sakala (right time) comes in a time bound manner with the attractive catchline No Today or Tomorrow hence forth; Delivery promise shall be honoured (Indunaale innilla, helida Samaya tappolla). This act Guaranteed 151+114=265 services covering 11+8=19 departments that are most critical for citizens within a stipulated time limit. This act is enforced in all the 30 districts of the state to ensure no citizen is left behind and Karnataka has given the LARGEST bouquet of 265 services in the country.

KEY FEATURES OF THE ACT

If the timely service is not rendered resulting in unnecessary delay. The concerned officers of the public offices are obliged to pay compensation to the citizen. Similar acts are prevalent in several states in India. Karnataka is determined to keep up its reputation as a progressive state by implementing such a law effectively. It is the ambition of the government to reach out of the citizens and provide maximum services within the stipulated time.

OBJECTIVES

The act is aimed at speeding up the administration and thereby eliminate the generally unpopular image of the government as a slow service provider. The other objective is to inform the citizens about the status of their application online as a matter of their right to know. For example, when a citizen applies for a duplicate Khata by following all the prescribed norms, the application first goes to the helpdesk of Revenue Department. Thereafter, the application moves to the concerned case worker, assuming that it takes a day for this movement, the application moves to the Revenue officer. And subsequently moves to commissioner or Head of the office. Following the required procedures, the application comes back to the case worker from where the applicant obtains required information. The entire process is completed in three days.

After the stipulated period of three days, if the applicant fails to receive the duplicate Khata she / he can appeal to the Senior Officer called (CO) competent officer.
The second appeal lies to NEXT HIGHER LEVEL OFFICER CALLED APPELLATE AUTHORITY (AA), Both CO & AA have to attend to the grievances / appeals in a time bound manner.

RIGHT TO SERVICE

Citizens involved in the selection of the logo, name and slogan democracy in word and deed!. KGSC Act providing notified services to citizens with in the stipulated time limit. A detailed schedule of each of the 265 services and its stipulated time lines are listed in the act (Section 5 of the KGSC act). Application get computerized acknowledgement 15 digit number called a GSC number (Guarantee of Services to Citizen number) which will be the unique ID number for every application received, (Section 6 of the KGSC Act).

Any delayed disposal entitles the citizen to receive compensatory cost @ Rs.20 per day. Rs.500 max) all service delivery and appeals are time bound and default of the same entitles compensatory cost to citizens (Section 9 of the KGSC act). Grievances redressal in the form of call centre, emails and telephone calls to sakala officials are provisioned. Display boards mandatory at all service points under Sakala (Section 6 of the KGSC Act). Deputy Commissioners (DCS) are the chief nodal officers for the respective district. This apart District Information Technology Consultants are placed to aid and later to citizen services needs. The model notice boards contain all information such as the details of the services delivered. The name of the designated officer, the stipulated time, the list of documents / fees to be submitted the details of the higher official to whom appeals can be made by citizens. If the citizen is not satisfied even after 2 appeals, he has the liberty to go in for the writ appeal in high court. The C.O and A.A shall while deciding an appeal under this section have the same powers as are vested in Civil Court while trying a suit (Section 13(6).

OBLIGATIONS OF STAKEHOLDERS

The citizens are required to understand if their claim for services are justifiable and if so submit all the relevant document. The citizens are expected to follow the legal requirements while submitting the documents and pay the prescribed application fee. The public officer / officials must appreciate that they have been appointed to their positions to service the citizens. It is their primary duty to fulfill the needs of the citizens and re-orient their work culture accordingly. The compensatory cost is only the nominal cash burden on the officials is intended to instill a sense of public service with accountability, efficiency and transparency.

CONCLUSION
After going through the discussion of the various provisions of the act, it is submitted that the impact of the sakala is satisfactory in the following manners:Enhanced citizen satisfaction. Reduction in service delivery time Predictable, responsive and transparent public service delivery. On-line monitoring, service status tracking / SMS based information. Accountability at the levels Citizen Govt. Dialogue Continuous evaluation, supervision.