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    1

    Changing Notions about

    Government Functioning-

    Karnataka Guarantee of

    Services to Citizens Act,

    2011.

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    Changing Face of Government - I

    18th-19th Century

    Relationship - that of

    Raja and Praja

    Ruler gets/retains power

    through military might

    Good governance isthe rulers discretion

    20th-21st Century

    Relationship- of service

    provider and recipient

    Ruler gets/retains power

    through citizens mandate

    Good governance isdemanded by citizens

    2

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    Changing Face of Government - II

    20th Century

    Nationalization

    Monopoly of Government

    as service provider

    Service recipientsperceived as beneficiaries

    21st Century

    Privatization

    Private service providers

    for variety of services

    Service recipientsperceived as customers

    3

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    Good Governance

    4

    Source: UNESCAP Website

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    Service Delivery Components

    5

    FUNCTIONAL REVIEW

    Functions of central ministries, statedepartments, and field level offices

    SCHEMES AND SERVICES

    Design of Services to best

    meet the needs of citizens

    E-GOVERNANCE

    IT solutions as enablers toimprove service delivery

    SERVICE QUALITY

    Time norms, benchmarks,

    service standards

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    6

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    ARC Seven Step Model for Citizen

    Centricity:

    a) Define - services provided and identify clients

    b) Set standards and norms for each service

    c) Develop capacity to meet the standards

    d) Perform to achieve the standards

    e) Monitor performance against set standards

    f) Evaluate impact through independentmechanism

    g) Continuous improvement- M&E of results

    7

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    Consider Expectations of the People

    Why this way? Why not this way?

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    Karnataka Guarantee of Services to Citizens Act-

    2011

    Guarantee of Services to Citizens within stipulated time limitGuarantee of Services to Citizens within stipulated time limit

    Empowers Citizens to receive listed Services efficientlyEmpowers Citizens to receive listed Services efficiently

    No more delay & RedNo more delay & Red--tapismtapism

    Enhances Accountability Responsibility &Transparency:Enhances Accountability Responsibility &Transparency:

    Essence of Good GovernanceEssence of Good Governance

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    Display List of Services &

    Stipulated Time for Delivery

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    SCHEDULE

    List of Services, Designated officer, Stipulated time, Competent officer,

    time limit for disposal by Competent Officer, Appellate Authority and timelimit for disposal of Appeal

    Sl.

    No.

    List of

    Services

    Designated

    officer

    Stipulated

    time for

    designated

    officer

    Competent

    Officer

    Time limit for

    disposal by

    the

    Competent

    Officer

    Appellate

    Authority

    Time limit for

    disposal by the

    Appellate Authority

    1 2 3 4 5 6 7 8

    I. LOCAL AUTHORITY : BRUHAT BANGALORE MAHANAGARA PALIKE

    1 Issue of Birth,Death & Still

    Birth Certificates

    at Registration

    centers within

    one calendar

    year from the

    date of

    registration

    Medical Officer of

    Health/Deputy

    Health Officer and

    Superintendents of

    Major Hospitals

    3 working days for

    event data

    available in

    electronic media

    Joint

    Director

    (Statistics )

    15

    working

    days

    Additional

    Commissioner

    (Administration)

    30

    workin

    g days

    7 working days for

    event data which is

    not available in

    electronic media

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    2 Issue of Birth, Death& Still Birth

    Certificates at

    Assistant

    Statistical

    Officer

    3 working days for

    event data available

    in electronic media

    Joint Director

    (Statistics)

    15

    working

    days

    Additional

    Commissioner

    (Administration)

    30

    working

    days

    Registration centers

    after one calendar

    year from the date

    of registration

    7 working days for

    event data which is

    not available in the

    electronic media

    3 Grant of tradelicence specified

    category under

    rules

    Medical Officer

    of Health or

    Deputy Health

    officer

    30 working days Health Officer 15

    working

    days

    Zonal

    Additional/Joint

    Commissioner

    30 working

    days

    4 Khatha Extract/Certificate

    Assistant

    Revenue

    Officer

    3 working days for

    data available in

    electronic media

    Additional or Joint

    Commissioner of

    zone

    15

    working

    days

    Commissioner 30 working

    days

    7 working days for

    data not available in

    electronic media.

    Additional or Joint

    Commissioner of

    zone

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    III. LOCAL AUTHORITY/PUBLIC AUTHORITY : MUNICIPAL CORPORATIONS OTHER THAN BRUHAT BANGALOREMAHANAGARA PALIKE.

    1 Issue of Birth, StillBirth and Death

    Certificates

    Zonal Assistant

    Commissioner

    3 working days Health Officer 15 working days Commissioner 30 working days

    2 Grant of Tradelicence as per the

    delegation of

    powers

    Zonal Assistant

    Commissioner

    15 working days Health Officer 15 working days Commissioner 30 working days

    3 Khatha Extract Zonal AssistantCommissioner

    5 working days Revenue Officer 7 working days Commissioner 30 working days

    4 New BuildingLicence upto 2400

    sq ft residential for

    single dwelling

    Zonal Assistant

    Commissioner

    30 working days Joint

    Director/Deputy

    Director of Town

    Planning

    1 4 working days 30 working days

    P i i f E ti 15 ki d D t 15 ki d C i i 30 ki d

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    5 Permission forwater supply and

    UGD connection

    for residential

    buildings single

    dwelling unit

    Executive

    Engineer

    15 working days Deputy

    Commissioner

    15 working days Commissioner 30 working days

    IV. LOCAL AUTHORITY/PUBLIC AUTHORITY : CITY MUNICIPAL COUNCIL

    1 Issue of Birth, Death& Still Birth

    Certificates

    Registrar as

    notified

    3 working days

    for event data

    available in

    electronic media

    Municipal

    Commissioner

    15 working days Deputy

    Commissioner

    of District

    30 working days

    7 working days

    for event data

    not available in

    electronic media

    2 Grant of Tradelicence as prescribed.

    Senior

    Health

    Inspector

    7 working days Municipal

    Commissioner

    15 working days Deputy

    Commissioner

    of District

    30 working days

    3 KhathaExtract/Certificate

    Assistant

    Executive

    Engineer

    3 working days if

    data is available in

    electronic media

    Municipal

    Commissioner

    7 working days Deputy

    Commissioner

    of District

    30 working days

    7 working days if

    data is not

    available in

    electronic media

    S ti f A i t t 30 ki d M i i l 7 ki d D t 30 ki d

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    4 Sanction ofBuilding Plan in

    sites upto 2400

    sq.ft. dimension

    for residential

    single dwelling

    Assistant

    Executive

    Engineer

    30 working days Municipal

    Commissioner

    7 working days Deputy

    Commissioner

    of District

    30 working days

    5

    Permission for

    new connectionfor water supply

    and UGD in service

    area for residential

    buildings

    Assistant

    ExecutiveEngineer

    15 working days Municipal

    Commissioner

    7 working days Deputy

    Commissionerof District

    30 working days

    V. LOCAL AUTHORITY/PUBLIC AUTHORITY : TOWN MUNICIPAL COUNCIL

    1 Issue of Birth,Death & Still Birth

    Certificates

    Chief Officer 3 working days

    for event data

    available in

    electronic media

    Project Director,

    District Urban

    Development

    Cell

    15 working days Deputy

    Commissioner

    of District

    30 working days

    7 working days

    for event data

    not available inelectronic media

    Project Director,

    District Urban

    DevelopmentCell

    15 working days Deputy

    Commissioner

    of District

    30 working days

    2 Grant of Licencefor carrying out

    trades as

    prescribed.

    Chief Officer 30 working days Project Director,

    District Urban

    Development

    Cell

    30 working days Deputy

    Commissioner

    of District

    30 working days

    3 Khatha Chief Officer 3 working days if Project Director 7 working days Deputy 30 working days

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    3 KhathaExtract/Certificate

    Chief Officer 3 working days if

    data is available

    in electronic

    media

    Project Director,

    District Urban

    Development Cell

    7 working days Deputy

    Commissioner of

    District

    30 working days

    7 working days if

    data is not

    available in

    electronic media

    Project Director,

    District Urban

    Development Cell

    7 working days Deputy

    Commissioner of

    District

    30 working days

    4 Sanction of BuildingPlan in sites upto2400 sq.ft. dimension

    for residential single

    dwelling

    Assistant

    Engineer

    30 working days Project Director,

    District Urban

    Development Cell

    7 working days Deputy

    Commissioner of

    District

    30 working days

    5 Permission for newconnection for watersupply and Under

    Ground Drainage in

    service area

    Assistant

    Engineer

    15 working days Project Director,

    District Urban

    Development Cell

    7 working days Deputy

    Commissioner of

    District

    30 working days

    VI. LOCAL AUTHORITY : TOWN PANCHAYAT

    1 Issue of Birth, Death& Still Birth Certificate

    Chief Officer 3 working days if

    event data is

    available in

    electronic media.

    Project Director,

    District Urban

    Development Cell

    15 working days Deputy

    Commissioner of

    District

    30 working days

    7 working days if

    event data is not

    available in

    electronic media

    Project Director,

    District Urban

    Development Cell

    15 working days Deputy

    Commissioner of

    District

    30 working days

    2 Grant of Licence Chief Officer 30 working Project 30 working Deputy 30 working

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    2 Grant of Licencefor carrying out

    trades as

    prescribed.

    Chief Officer 30 working

    days

    Project

    Director,

    District Urban

    Development

    Cell

    30 working

    days

    Deputy

    Commission

    er of District

    30 working

    days

    3 KhathaExtract/Certificat

    e

    Chief Officer 3 working

    days if data is

    available in

    electronic

    media

    Municipal

    Commissioner

    7 working days Deputy

    Commission

    er of District

    30 working

    days

    7 working

    days if data is

    not available

    in electronicmedia

    Municipal

    Commissioner

    7 working days Deputy

    Commission

    er of District

    30 working

    days

    4 Sanction ofBuilding Plan in

    sites upto 2400

    sq.ft. dimension

    for residential

    single dwelling

    Junior

    Engineer

    30 working

    days

    Project

    Director,

    District Urban

    Development

    Cell

    7 working days Deputy

    Commission

    er of District

    30 working

    days

    5 Permission fornew connection

    for water supply

    and Under

    Ground Drainage

    in service area

    Junior

    Engineer

    15 working

    days

    Project

    Director,

    District Urban

    Development

    Cell

    7 working days Deputy

    Commission

    er of District

    30 working

    days

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    Other States InitiativesOther States Initiatives1.1. Madhya PradeshMadhya Pradesh LokLok SewaonSewaon KeKe PradanPradan KiKi GuaranteeGuarantee AdhiniyamAdhiniyam 20102010

    2.2. Bihar BiharRight to Public Services Act 2011Right to Public Services Act 2011

    3.3. Himachal PradeshHimachal Pradesh Public ServicesPublic Services Guarantee ActGuarantee Act 20112011

    4.4. UttarakhandUttarakhand Right to Service Act 2011Right to Service Act 2011

    5.5. Jammu & KashmirJammu & KashmirPublic Service Guarantee Act 2011Public Service Guarantee Act 2011

    6.6. DelhiDelhi Right of Citizen to Time Bound Delivery of Services Act 2011Right of Citizen to Time Bound Delivery of Services Act 2011

    7.7. PunjabPunjab Right to Service Ordinance 2011Right to Service Ordinance 2011

    8.8. RajasthanRajasthan Guaranteed Delivery of Public Services Act 2011Guaranteed Delivery of Public Services Act 2011

    9.9. JharkhandJharkhand RajyaRajya SewaSewa DeneDene KiKi GuaranteeGuarantee VidheyakVidheyak 20112011

    10.10. KarnatakaKarnataka Guarantee of Service to Citizens Act 2011Guarantee of Service to Citizens Act 2011

    TheThe Right of Citizens for Time Bound Delivery of Goods and ServicesRight of Citizens for Time Bound Delivery of Goods and Services

    andand RedressalRedressal of their Grievances Bill, 2011of their Grievances Bill, 2011 is now before the Standingis now before the Standing

    CommitteeCommittee

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    Make Services People Friendly