Maharashtra Right to Public Services Act 2015 General

Maharashtra Right to Public Services Act, 2015 General Administration Department

Salient features �Maharashtra Right to Public Services Ordinance, 2015 issued on 28. 04. 2015. �Maharashtra Right to Public Services Act, 2015 notified on 21. 08. 2015 �This law has given right to citizens to receive public services within specified time limits. �Article 3 : designated officers, first and second appellate authorities to be notified within 3 months.

Salient features �Article 7 : Maximum use of Information Technology encouraged. �Article 8 : Provision for making appeal if public service rejected or service provided late. �Article 10 : Default in delivery of public service may result in fine of Rs. 500 to 5000/-

Salient features �Article 12 : Responsibility to be fixed on designated officer for repeated defaults. �Article 13 & 16 : Maharashtra Right to Public Services Commission to be set up to handle cases of default / failure in providing public services.

Salient features �Article 20 (5) : Efficient designated officers to be rewarded with cash payment and certificate. �Article 23 : Provision for action against those, providing false or wrong information. �Article 25 : Protection to designated officers for action taken in good faith.

Action taken for implementation of Maharashtra Right to Public Services Act, 2015 �Notification issued on 30. 07. 2016 for selection of Maharashtra Right to Public Services Commissioners. �Selection Committee headed by Chief Minister �Artricle 28 (1) : Maharashtra Right to Public Services Rules to be framed. �Budgetary provision of Rs. 505. 50 lakh made for 2016 -17.

Notified Services Sr. No. Department No. of Public services. 1 Home 31 2 Revenue & Forest 60 3 Agriculture & ADF 40 4 Urban Development 15 5 Law & Judiciary 03 6 7 8 9 Rural Development & Water Conservation Food, Civil Supplies & Consumer Protection Housing Women & Child Development 13 07 20 13

Notified Services Sr. No. 10 11 Department Skill Development & Entrepreneurship Minority Development 12 Industry, Energy & Labour No. of Public services. 02 01 41 13 Finance 07 14 Water Resources 10 15 Co-operation & Textiles 05 16 Water Supply & Sanitation 05 17 Public Health 04 18 Social Justice 10

Notified Services Sr. No. 19 20 21 22 23 24 No. of Public services. Department Tribal Development School Education & Sports Medical Education & Drugs Tourism & Cultural Affairs Higher & Technical Education Enviornment Total 05 18 25 20 10 4 369

Important Public Services : Revenue Department �Age, Nationality & Domicile Certificate �Income Certificate �Caste Certificate �Temporary Residence Certificate �Non Creamy Layer Certificate �Solvency Certificate

Important Public Services : Rural Development Department �Birth Certificate �Death Certificate �Below Poverty Line Certificate �Living Certificate �Certificate of Registration of Marriage

Important Public Services : Co-operation, Marketing & Textiles Department �Deemed Conveyance �Bye Laws amendment �Society Name Registration

Important Public Services Home (Transport) Department �Issue of Duplicate Driving License �Issue of Permanent Driving License �Issue of Lerner’s Driving License �Issue of Duplicate Registration Certificate �Renewal of Driving License

Important Public Services Urban Development Department �Birth Certificate �Death Certificate �Marriage Registration Certificate �Property Tax Extract

Important Public Services Agriculture Department �Soil & Water Sample Testing �Testing of Fertilizer Sample �Testing of Seed Sample �Testing of Insecticide Sample �Issue license to carry on the business of Dealer in seed (State Level) �Issue license to carry on the business of Manufacturer / Dealer Fertilizer (State Level)

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Aaple Sarkar - ����� Your Service : Our Guarantee - ����: ���� Directorate of Information Technology Government of Maharashtra 8 th November 2016

Aaple Sarkar – A brief introduction “An integrated, web based platform launched on 26 th January, 2015 to evolve a mature e-governance Eco-system, having five key elements - (i) e-Information; (ii) e-Collaboration; (iii) e-Service Delivery; (iv) e-Grievance Redressal & (v) e-Consultation. Pw. C

The Need for Aaple Sarkar – Right to Services Portal Pw. C 1 Citizen Information available on separate department portals 2 No mandate to provide the information about Citizen Services Online 3 No definite structure for information about Citizen Services 4 No Right to Public Services Act in Maharashtra 5 Non- availability of Common platform for Information about Citizen Services 6 Information or Details about Citizen Services was hidden inside red tape files

The Need for Aaple Sarkar – Right to Services Portal 7 No Single Source of Truth - Reports about delivery of citizen services were error prone 8 Non Intelligent reporting, dashboards about delivery of citizen services 9 Non standardized input forms across various districts for same citizen service 10 11 12 Pw. C Non standardized workflow for processing of citizen service Non standardized output certificate formats across various districts Missing BPR in e. Governance Projects – Only Computerization of Offline process

Right to Services - The Journey so far Total 372 Online services covering 39 departments Total 156 Online Services covering 22 departments Right to Services Portal launched on 2 nd October 2015 47 Online services covering 6 departments Pw. C Phase II launched on 26 th January 2016 Title Phase III launched on 15 th August 2016 Total 206 Online services covering 29 departments Phase IV launched on 2 nd Oct 2016

Service Delivery Mechanisms The services notified under the Right to Services are being delivered through the following mechanisms: • Setu Kendras (393) • Mahaeseva Kendras (6000) • Aaple Sarkar – Online application Pw. C

Department wise list of services S. No Name of Department Sub Department 1 Agriculture Notified by Department 24 2 Co-operation Department 5 3 16 4 Dairy Development and Fisheries Department Energy Department 6 5 Environment Department 4 6 Finance Department Maharashtra Pollution Control Board 7 Food, Civil Supplies & Consumer Protection Dep Forest Department 7 10 10 10 Higher Education and Technical Department Home Department 17 11 Housing Department Bombay Building Repairs and Reconstruction Board MHADA Slum Rehabilitation Authority 4 12 4 8 9 12 13 7 14 IGR 14 15 16 17 18 Industry Department DGPS Industry Department MIDC 2 10 7 16 3 Labour Department 19 Pw. C Law and Judiciary Department S. No 20 21 22 23 24 25 27 28 29 30 31 32 33 34 35 36 37 38 39 Name of Department Sub Department Notified by Department Maharashtra Maritime Board 0 Medical Education and Drugs MEDD (AYUSH) 7 Department MEDD (DMER) 8 MEDD (Food Drugs and 4 Administration) MEDD (Maharashtra 6 Institute of Mental Health) Minority Development Department 1 Public Health Department 4 Revenue Department 36 Rural Development Department 13 School Education and Sport Department 18 Skill Development and Entrepreneurship Department Social Justice Department Tourism department Transport Department Tribal Department Urban Development Water Resources Department Water Supply and Sanitation Department Women & Child Development Department 2 10 20 14 5 15 10 5 13 Grand Total 372

Success Factors New Additional Delivery channel for Delivery of Services (in addition to traditional legacy methods) Revenue department Services - Age, Nationality & Domicile certificate (15 days) - Police Clearance certificate (30 days) - Caste Certificate (21 days) - NOCs for Petrol Pump, Hotels, Bars (21 days) - Income certificate (15 days) - Character verification certificate (30 days) Rural Development Services Pw. C Home Department Services - Birth and Death Certificate (5 days) - Marriage Certificate (5 days) - No Dues Certificate (5 days) Public Health Department - Janani Suraksha Yojana (7 days) Dept. of Co-Operation - Deemed Conveyance (2 months) - Society Registration (2 months)

Monitoring Mechanism (1 of 3) • Daily Status Reports to Nodal Department – Information and Technology • Weekly Reports to Service Departments such as Revenue, Labour etc • Dashboards in Public Domain • Departmental dashboards with detail analysis • Monthly Review at Department levels Pw. C

Monitoring Mechanism (2 of 3) 88% of the applications were delivered On Time Pw. C

Monitoring Mechanism (3 of 3) – Department wise Service delivery statistics Pw. C

Key Trends Improvement in Application Disposal Department Applications Received Applications Disposed % Disposal 42, 35, 830 29, 79, 434 70. 33% Labour 6, 41, 396 6, 22, 709 97. 08% DGPS 1, 73, 296 100% Applications Disposed On Time Delivery % On Time Delivery Revenue 29, 79, 434 26, 44, 676 88. 76% Labour 6, 22, 709 5, 00, 616 80. 39% Revenue Improvement in On time delivery of key services Department Pw. C

Success Factors Only Online (No Offline or other Legacy method) for Applications for Services Labour Department all services such as, - Shop and Establishment License - Contract Labour License - Factory License - Boiler License DGPS (Govt. Printing Press) - Pw. C Publishing Gazette for Change of, ◦ Name ◦ Date of Birth ◦ Religion

Features – Innovations Introduced • End to End Online System with Document upload • Mobile App • Unique Application Id for tracking across the State • Bi-Lingual (Marathi and English) facility to key in the application form online • Facility to authenticate with UID • SMS alerts • Payment Gateway Integrated with Net Banking, Debit and Credit Cards, IMPS • Facility of Payment thru RTGS and NEFT thru Virtual Account Number unique to each online transaction • Option of secured access using Biometric device for Government Officials • Barcodes on output certificate – facility to authenticate certificate thru SMS and Online Pw. C

Campaigns • Social Media Channels • Promotional Videos on You Tube • Training Sessions for Capacity Building of Government Officials about Right to Services Act • Special Banners for Total Online Systems Pw. C

Challenges Faced • Integration with Individual Department portals • BPR in workflow of the Applications within Government departments • Notification of Services by Government departments Pw. C

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