Maharashtra Right to Public Services Act 1 Your

������� ����� Maharashtra Right to Public Services Act 1

������� Your Service is Our Duty 2

Presentation By Shri S. S. Kshatriya (I. A. S. Retd. ), State Chief Commissioner For Right to Service. 3

Agenda 1. Evolution 2. Objectives 3. Salient features of the Act 4. Process of service delivery 5. Institutional Arrangements 6. Way Forward 4

Evolution of the Concept 1. Emphasis on good Governance (Pro People & Citizen Centric Governance) 2. Limited Success of ‘Citizen Charters’ 3. Paradigm shift from an ‘entitlement’ base approach Right to Information MNREGA Right to Education 4. Citizen Centric Approach 5

RTS Act: Highlights Transparency Accountability Timeliness Efficiency Emphasis on use of information Technology. 6

“Right to Service” “Right to service” means right of an eligible person to obtain the public services within the stipulated time limit as notified by the Government, from time to time. 7

Structure of Authorities under RTS. For every notified service under the RTS Act, Government has notified the following Authorities: 1. Designated Officer 2. First Appellate Authority 3. Second Appellate Authority 4. Third & Final Authority is RTS Commission. 8

Role & Action by Designated Officer Role Action Citizen has to apply to the Either provide the service within designated officer for stipulated period or reject the availing the service. application. In case of rejection the reasons have to be recorded. 9

Where to Apply for Appeal? 1 st Appellate 2 nd Appellate Authority Within Respective Department 3 rd Appellate Authority Before Maharashtra state RTS Commission. • Appeal can be field online by click of button. • Appeal proforma is simple, one page. 10

Role & Action by 1 st Appellate Authority Role 1 st Appellate Authority Requirement Action 1. After expiry of Stipulated 1. Accept the appeal Period. and direct to provide 2. Within 30 days of the order the service of rejection by Designated 2. Reject the appeal Officer. 3. Penalty for willful 3. Within 90 days if Satisfied for default. delay. Time limit for disposed of Appeal 30 days 11

Role & Action by 2 nd Appellate Authority Role Requirement Action 2 nd Appellate 1. within 30 days of order of 1. Accept the appeal and Authority FAA is received. direct to provide the 2. After 45 days of filing of service. appeal to FAA where 2. Reject the appeal. appellant does not receive 3. Confirm / vary penalty any order. for willful default. 3. Within 90 days if satisfied for delay of filing appeal. Time limit for disposed of Appeal 45 days 12

Role & Action by 3 rd Appellate Authority Role Requirement Action Time limit for disposed of Appeal 3 rd Appellate Authority – RTS Commission Eligible person or the Designated Officer being aggrieved by an order of Second Appellate Authority may file an appeal before the Commission within the period of sixty days from the date of receipt of such order. 1. The Commission may impose the penalty on the Designated Officer or First Appellate Authority. 2. or vary or cancel the penalty imposed. 3. and may order to refund such penalty paid, if any. 90 days 13

How to Apply Online 1. Either through Web portal i. e. https: //aaplesarkar. mahaonline. gov. in/ OR through Mobile App. RTS Maharashtra which is available Android & IOS. - 25 Lakh 13 Thousand plus user are registered with Aaple Sarkar. 2. Persons who require assistance for applying online can apply through i. Gram Panchayat Kendra's. ii. Maha-e-Seva Kendra's. (CSC) iii. SETU Centres at Tehsil Office iv. Citizen Facilitation Centre in Municipal areas. 14

• 1. Now all these centers are known as “Aaple Sarkar Seva Kendra”. • 2. There are more than 30, 800 Aaple Sarkar Seva Kendra in the State. • 3. 486 Services have been notified under the RTS Act. 409 Services are available online and others are available offline. • 4. Total 7, 82, 55, 339 Number of applications received and 7, 57, 09, 953 Number of applications disposed. • 5. 64% of the applications were disposed within the prescribed time-limit. 15

Citizen can create Self-Profile by two options (1) By providing Aadhar No and verify OTP (2) By providing complete self information 16

Citizen can search for service from the list and apply for it. 17

Aaple Sarkar RTS Portal – Online Process Flow Applicant Department Designated Officer Registration for User Name & Password on Aaple Sarkar Online Verification of Application form, attachment & Payment Fill Application Form Reject Decision by DO Upload Document Approve Pay fees through PG Rectification in Application as per remarks by department DO on Approval certificate will be digitally signed by Biometric/ DSC mode. and applicant will receive e. Mail & SMS. Issuance of Certificate 18

Powers and functions of Commission. Take suo motu notice of failure to deliver public services Carry out inspections of offices entrusted with the delivery of public services recommend Departmental inquiry against any Designated Officer or Appellate Authorities who have failed in due discharge of functions recommend changes in procedures for delivery of public services recommend steps to be taken by the Public Authorities for efficient delivery of public services Monitor delivery of the public services by public authorities. To hear and decide the Appeals 19

Penalty * For every willful delay or arbitrary rejection the designated officer and first appellate authority can be penalized minimum Rs. 500 and maximum Rs. 5000. * Penalty amount is to be recovered from the salary of concerned designate or first appellate authority. • For repeated default, disciplinary proceedings can be initiated against the responsible officer. 20

Rewards • Under the providing of section 20 (5) (b) the state government may give appropriate awards to felicitate public authority for effective implementation of RTS Act. • The Public authority may grant cash incentive to a designated officer along with a certificate of appreciation for effective implementation of the Act. 21

States which have enacted Right to Public Services Law Sr. No 1 2 3 4 5 6 7 8 9 10 State Assam Bihar Chhattisgarh Delhi Goa Gujarat Haryana Himachal Pradesh Jammu & Kashmir Jharkhand Sr. No. 11 12 13 14 15 16 17 18 19 20 State Karnataka Kerala Maharashtra Madhya Pradesh Punjab Odisha Rajasthan Utter Pradesh Uttarakhand West Bengal 22

States Which Have Established Independent Right To Public Service Commission 1) Maharashtra 2) Uttarakhand 3) Punjab 4) Haryana 5) West Bengal 23

Challenges 1. Overall implementation mechanisms is robust process simplification -----citizen awareness campaigns ------capacity building ------2. Service Delivery staff need further capacity building – mindset change. Infrastructure: Frontline institutions require more space and better working conditions Need for Sensitization of Bureaucracy. Need for Awareness campaign with the help of Government Society and peoples Representatives. 24

Office Of The RTS Commission Uttarakhand 25

Citizen Feedback 26

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