GOVERNMENT OF KARNATAKA CITIZEN CENTRIC MINIMUM GOVERNMENT MAXIMUM

GOVERNMENT OF KARNATAKA CITIZEN CENTRIC MINIMUM GOVERNMENT MAXIMUM GOVERNANCE BY DR SHALINI RAJNEESH, IAS

CONTENT • • • PUBLIC GOVERNANCE ISSUES SOCIAL POLICY ANALYSIS INNOVATION STRATEGY TRANSFERABLE LESSONS

See this experience from how Governance issues has been addressed ……. • • • Simplification and Standardization Business Process Reengineering Leveraging technology Citizen reach out Data analytics

SPANISH VIDEO ABOUT PROACTIVE CITIZEN

PUBLIC GOVERNANCE ISSUES GRIEVANCES GALORE THRIVING MIDDLE-MEN HUGE DELAYS, COMPLICATED PROCEDURES GOVERNMENT INEFFICIENCIES

Social Policy Analysis Citizens: Ignorant & Powerless • Forced to Bribe • Harassed • Nowhere to Go Govt Servants: • Corruption Unaccountable & • Barriers to Good Governance Powerful ACT FOR CITIZEN EMPOWE R-MENT

on i novat In Accountable Fix responsibility Leads to Good Governance KARNATAKA Government-Citizen Interface Provide single window In-Time Response Enforce Law Right to Services Reinventing Govt

Karnataka Sakala Services Act KSSA is a Citizen-friendly Act !! • Payment of Compensatory Cost to Citizens • More than 7 defaults lead to disciplinary action • Mandatory Acknowledgement receipt – 15 Digit unique number • Fully operational Call Centre for Clarifications/ Complaints: 080 -4455 • And many more…

SAKALA SERVICE DELIVERY PROCESS: Citizens need for a service Sakala Counter Places demand for the service Gets 15 digit Acknowledgement Number Process of closing the service request Data updated SMS to citizen Service delivered Service processed

SAKALA VIDEO

CITIZENS as CUSTOMERS Citizen Friendly Governance Grievance Management Mandatory Notice board Call based Appeal Time-bound services Helpdesks Compensation for Delay Services at Doorsteps Right based awareness

INNOVATION- REINVENTION Enforcing Citizen charter Integrated NIC Platform www. sakala. ka r. nic. in Single window grievance On-line Services/ Analytics management Cyber Cafes / Post offices for Participative governance

SAKALA JOURNEY. . 90+ million service deliveries in 36 months. . . 688 Sakala Services from 50 Departments 135 Sakala Online Services 99% - Annual average disposal 1% - Delayed disposal 3% - Average Rejection Rate More than 6 lakh calls addressed by Sakala Call Center : 080 - 4455 15000+ grievances redressed in time. . 600 Citizens Compensated

SAKALA How are heterogeneous Departments managed? Basic Questions 99% delivery in time? Was HR augmented for this reforms ? Awareness to citizens and employees?

PUBLIC GOVERNANCE- STRATEGY Convergence Sevottam Model 50 Departments 688 Services 1 Acknowledgement Slip Standardization Workflows Timelines- rewards SAKALA Citizen Awareness Call centre Access Grievance Redressal Admin Reforms Promoting e-Governance IT Consultant for each District Changing Mind set

MISSION MODE – Lean & Mean

PUBLIC PORTAL www. sakala. kar. nic. in

SERVICE PROCEDURE

SERVICE PROCEDURE

135 ONLINE SERVICES

DOWNLOADABLE ONLINE FORMS

SAKALA CLOCK

CUMULATIVE REPORT

DISTRICT WISE RANKING

ASSEMBLY/ PARLIAMENTARY WISE

PENDENCY ANALYSIS

REJECTION ANALYSIS

CONCURRENT EVALUATION IMRB Sakala’s Popular Citizen Services 10000000 9000000 8000000 7000000 6000000 5000000 Series 2 Series 1 4000000 3000000 2000000 1000000 0 Income Certificate Tax Driving License Ration Card Change Birth-Death Certificate Passport Verification

INTERNATIONAL MARKET RESEARCH BUREAU [IMRB] appointed by Karnataka Evaluation Authority Third party Survey on Sakala implementation in Karnataka

REDUCED TIME TAKEN FOR SERVICE DELIVERY

PEOPLE CENTRED REFORMS 135 ONLINE - Anywhere Anytime Services Self declarations in place of Affidavit Services earlier given in Taluk now in Hobli office SC/ST Caste Certificate, now valid for life Issuing of Birth Certificate in Govt. hospitals itself Exemption of Domicile Certificate by Housing Board Police verification for passport time (from 90 to 20 days)

BEFORE AND AFTER-CITIZEN’S RESPONSE 120% 100% POLITENESS AND HELPFULNESS SHOWN BY OFFICIALS DURING SUBMISSION 99% OF APPLICATION 120% 100% 80% 60% CITIZENS ARE HAPPY/VERY HAPPY WITH THE DELIVERY OF SAKALA SERVICES 99% 60% 46% 44% 40% 20% 0% 100% 0% Before Sakala After Sakala 95% EASE IN APPLICATION FOR SERVICES 90% 80% 70% 60% 50% 40% 37% 30% 20% 10% 0% Pre Sakala Post Sakala KEA also observed that: • post Sakala there was no need to visit multiple desks(93%) • citizens received a unique 15 digit acknowledgement No. to their service request(90%)

EMPLOYEES RESPONSE TO THE SURVEY • 97% of the staff found the portal www. sakala. kar. nic. in easy to use. • 94% of the senior officials said that Sakala has helped in objective and close monitoring of effective service delivery by the staff. • 89% of the staff were given training on the Act (Sakala). 120% 100% EMPLOYEES FELT THAT CLEAR DESCRIPTION OF ROLES AND RESPONSIBILITIES AND PROCEDURES 96% HAS ENABLED THEM TO WORK EFFICIENTLY 80% 60% 40% 22% 20% 0% Pre Sakala Post Sakala 100% 90% SAKALA HAS MADE SERVICE DELIVERY SIMPLE 90% & EFFICIENT 80% 70% 60% 50% 40% 30% 20% 16% 10% 0% Pre Sakala Post Sakala

Public Evaluation – Social Media

SAKALA AWARDS & ACCOLADES 1. PM award for excellence in Public Administration - April 2014 2. National Award for e-Governance, 2013 -14 Silver Award 3. CAPAM 2014 International Innovations Awards for innovation in public service management 4. Google Club Innovator Award 5. D L Shaw Quality Award 6. IELTS Cloud. Gov Award

ISO Certification of Sakala

CRITICAL SUCCESS FACTORS COMMITTED EMPLOYEES • Ownership • Ranking and Awards • Training • Accountability • Delegation • Personnel services CITIZENS POLITICAL WILL • On-line Grievance Redressal • Pro-active Feedback • Transparency • Cash compensation • Leadership • Frequent meetings • Fortnightly on media • Disciplinary action MISSION MODE • BPR • Portal management • Concurrent evaluation • Convergence • Pro-active awareness • PPP mode

CHALLENGES FACED BYPASSING THE PORTAL • Frequent inspections • Analytical reports • Ranking • High level Reviews • Disciplinary action REJECTIONS • Mandating reason • Onus on the employee • Awareness of CITIZEN regarding Appeal Process MANDATORY BOARDS NOT DISPLAYED • Frequent inspections • Compliance reports • Awareness through media UNEQUAL WORK DISTRIBUTION • Staff Shortages • Redeployment • Augmenting IT infrastructure • Business process reengineering

Upcoming Issues Business Process Re-engineering Inspections, Reviews (Boards/Centres) Managing Online Payments Leveraging Karnataka State Wide Area Network (KSWAN), State Data Centre & edistrict • Integrating Existing Databases • •

Sakala Way Forward • EASE OF BUSINESS • SAKALA FOR WOMEN • SAKALA STUDENT INTERNSHIPS • SAKALA CSR

TRANSFERRABLE LESSONS Simplification and faster Service delivery mechanism Enhanced Transparency and Accountability Transforming work Culture- Change in Employee Mindset Empowering citizens“Services as a matter of right” Robust MIS M-gov Happy Citizen – “Participative governance” Reducing multiple visits of citizens’ to public offices Redressing grievances- online Call based appeals

Conclusion Now Sakala in Karnataka ensures True Democracy - the government of the people, by the people, for the people! ing n ar int Le o P Sakala a ‘Role Model’ for many developing nations to eliminate many administrative ills.

AN IDEA WHOSE TIME HAS COME