Ensuring Good Governance through Public Service Delivery the

Ensuring Good Governance through Public Service Delivery the West Bengal experience'. A Presentation gsupriyo@gmail. com 1

• The Genesis…. . gsupriyo@gmail. com 2

Common person in search of public services

Questions puzzling that common person • Which table to approach first? • What is the process? / How to apply? • Where to submit application? • What is the stipulated time to get the service? • Whether further persuasion needed? • What are the reasons of rejection of application? • Where to appeal against non-receipt/ delay/ rejection/ no response?

Common person in search of public services

A LANDMARK LEGISLATION IN THE FIELD OF DELIVERY OF SERVICES TO THE CITIZEN • Title : The West Bengal Right to Public Services Act, 2013 • Preamble : An act to provide for the delivery of public services to the people of the state within the stipulated time limit and for matters connected therewith and incidental thereto. • Enacted by : The West Bengal Legislature • Publication : Assent of the Governor was first Published in the Kolkata Gazette, Extraordinary, of the 27 th September, 2013 • Date of effect : 3 rd October, 2013 • Extent : Whole of the State of West Bengal gsupriyo@gmail. com 6

Logo and Tagline gsupriyo@gmail. com 7

Transparency 1. Making public service delivery processes & procedures open and visible [sec. 5(1)] 2. Information to citizens on: i. Reasons [in writing] why an application is rejected or a service delayed or denied [sec 5(2)] ii. Status of Applications [sec 9] gsupriyo@gmail. com 8

Accountability 1. By identifying the responsible authorities within the system [sec 4] 2. Penalizing willful non-performance [sec 7] 3. Citizen First : mechanism for redressal of grievance [sec 6] gsupriyo@gmail. com 9

Timeliness Imposes a legally enforceable timeframe for : • service delivery [sec 4] • addressing grievances through the mechanisms of Appeals and Reviews [sec 6] gsupriyo@gmail. com 10

Some Important Dates • • • Decision in Cabinet Bill placed in Assembly Bill passed in Assembly Governor accorded assent Appointed date of effect : 6 th March, 2013 : 19 th March, 2013 : 26 th August, 2013 : 25 th Sept, 2013 : 3 rd Oct, 2013 gsupriyo@gmail. com 11

Application submitted to the DO acknowledged (through digital/electronic means or otherwise) Sec 5 (1) service is provided within stipulated Time limit [Sec 5 (2)] application is rejected with reason [Sec 5 (2)] appeal before AO gsupriyo@gmail. com [Sec 6 (1)] service is not provided within stipulated Time limit [Sec 6 (5) (a)] 12

appeal before AO [Sec 6 (1)] Order the DO to provide the service 6 (2) DO may provide the service Disciplinary action may be recommended against DO, AO [Sec 7 (3)] DO Does not comply with the order of AO Reject the appeal 6 (2) second appeal may be made before RO Sec 6 (3) DO is ordered to provide service [Sec 6 (4)(a)] gsupriyo@gmail. com Penalty may be imposed [Sec 6 (4) (b)] Second appeal may be rejected [Sec 6 (4)(a)] 13

Penalty may be imposed [Sec 6 (4) (b)] DO has failed to provide service [Sec 7 (1) (a)] DO has caused delay in providing the service [Sec 7 (1) (b) DO or AO has failed to discharge the duties [Sec 7 (3)] AO has failed to decide the appeal gsupriyo@gmail. com [Sec 7 (2)] 14

Government will Notify u/s Sec. 3(2) 1. Public Authority 2. Services 3. Designated Officer 4. Appellate Officer 5. Reviewing Officer 6. Stipulated time limit for Service 7. Competent Officer (Sec 8 r. w Sec 2(C)) gsupriyo@gmail. com 15

Departments covered under WBRTPS, 2013 • • • 1. Agricultural Marketing Department • 13. School Education Department 2. Backward Classes Welfare Department • 14. Technical Education & Training Department 3. Environment Department • 15. Transport Department 4. Department of Fire & Emergency Services • 16. Department of WD & Social Welfare and 5. Food & Supplies Department of Child Development 6. Health & Family Welfare Department • 17. Agriculture Department 7. Higher Education Department • 18. Consumer Affairs Department 8. Land & Land Reforms and RR & R • 19. Co-operation Department • 20. Department of Fisheries, Aquaculture, 9. Minority Affairs & Madrassa Education Aquatic Resources and Fishing Harbours 10. Municipal Affairs & Urban Development • 21. Labour Department • 22. Home Department 11. Department of Panchayat & R D • 23. Irrigation and Waterways 12. Department of Power & Non Con Energy gsupriyo@gmail. com 16 sources

Some of the important services notified Department Notified Service(s) Time limit Backward Class Welfare Issuance of SC, ST, OBC certificate 04 Weeks Food and Supplies Issue of new ration card, change of address, duplicate ration cards 30 days Health and family welfare Issue of Birth/ Death certificate Within 48 hours gsupriyo@gmail. com 17

Some of the important services notified Department Notified Service(s) Time limit Home 1) Copy of FIR 1) 24 hours from the time of recording. 2) Immediately after recording 2) Copy of GD Land reforms Plot information, Certified copy of ROR Municipal affairs and UD Enlistment of profession Trade a) 30 days and other Licenses: b) 10 days a)New Enlistment Certificate b)Renewal gsupriyo@gmail. com 02 days 18

Some of the important services notified Department Notified Service(s) Time limit Home 1) Copy of FIR 1) 24 hours from the time of recording. 2) Immediately after recording 2) Copy of GD Land reforms Plot information, Certified copy of ROR Municipal affairs and UD Enlistment of professional Trade and other Licenses: a)New Enlistment Certificate b)Renewal gsupriyo@gmail. com 02 days a) 30 days b) 10 days 19

Some of the important services notified Department Notified Service(s) Time limit Panchayat & Rural Development Issue of certificate for registration of running trade, whole sale or retail within the Gram Panchayat area 15 days School Education Duplicate Mark Sheet/Admit Card/Certificate(Secondary/HS) 15 days Transport Department a) Registration of Vehicle b) Grant of Driving License 05 days Women Development & Social Welfare and Department of Child Welfare a) Kanyashree(Rural) Annual/Scholarship/One time grant. b) Kanyashree(Urban) Annual/Scholarship/One time grant. c) Kanyashree(Kolkata) Annual/Scholarship/One time grant. gsupriyo@gmail. com 03 Months 20

Application by Citizen Acknowledgement in Form-I mentioning the due date Rejection/Delay Form IV A Register of case to be maintained by DO Appeal before the appellate officer AO may be order the DO to provide the service within the specified or may reject the appeal [Form-II Appeal Form Rule 10(1)] Service delivery within stipulated time period REVISION: An aggrieved applicant may prefer a second appeal against the decision of Appellate Officer before the Reviewing Officer within 60 days from the date on which the decision was made (Form-III) From IVC – Register of case to be maintained by RO Form IVB – Register of case to Within 30 days from the date of order of be maintained by AO rejection or after expiry of stipulated time gsupriyo@gmail. com 21

Highlights of The WBRTPS Rules 2013 Acknowledgement in Form-I (Rule- 4) and Register of cases in Form – IV (Rule- 16 ) DO can authorise any official to receive applications and issue acknowledgement (Rule 3) Public Holidays are excluded from stipulated time limit (Rule 5) Display of Notifications in DO’s office’s Notice Board and Departmental Website (Rule 6) gsupriyo@gmail. com 22

Highlights of The WBRTPS Rules 2013 Monitoring and Inspection – State Govt. may issue directions – (Rule-18) Incentive to Employees – (Rule – 20) Composition of the Commission – (Rule 21 - amended provisions) Powers and Functions of Chief Commissioner – Over all supervision and conduct of affairs (Rule – 22) gsupriyo@gmail. com 23

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Commission’s Role to help implementation • Conducting regular suo motu inspections to the offices of service delivery at the cutting edge level. • Conducting workshops at the District and Sub. Divisional Headquarters. • Conducting regular follow-up outcome survey. • Bring the matters of departure, if any, to the Government’s Notice gsupriyo@gmail. com 25

Commission’s Role to help implementation • Requested Govt. Departments to notify their services in vernacular • Requested Govt. to develop a single- window mobile app for its proper implementation- work is almost on the verge of completion. gsupriyo@gmail. com 26

Thank you gsupriyo@gmail. com 27