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7/30/2019 SOM Karnataka
1/20
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