Innovative Citizen-Centric Reforms for Effective Governance in Gujarat

Citizen Centric responsive Citizen Centric responsive Administration in Gujarat Administration in Gujarat Date: 22 Date: 22nd nd December, 2019 December, 2019 Administrative Administrative Reforms & Training Reforms & Training Division, General Administration Department, General Administration Department, GOVERNMENT OF GUJARAT GOVERNMENT OF GUJARAT Division,

Reforms & initiatives undertaken for citizen centric government in Gujarat 1 Gujarat (Right of Citizens to Gujarat (Right of Citizens to Public Public Services) Act, 2013 Services) Act, 2013 2 Citizen s Charter & Jan Citizen s Charter & Jan Seva Seva Kendra Kendra 3 SWAGAT Online Program SWAGAT Online Program Page 2

Gujarat (Right of Citizens to Public Services) Act, 2013

Gujarat Gujarat Right Services Act Services Act, , 2013 Right of Citizens to of Citizens to Public 2013 Public Salient Features of the Act Legally Enforceable Right on every individual citizen to time bound delivery of services and redressal of grievances, and improve their quality of life. Systemic changes for Citizen Centric Governance. The services and the time limit for rendering the Services are notified by the government. Display Boards giving information about the services/officers under the Act have been put up in all offices concerned. Administrative set-up for responsive & effective implementation of the act. Page 4

Gujarat Gujarat Right Services Act Services Act, , 2013 Right of Citizens to of Citizens to Public 2013 Public Implementation the Act 368 Public Services of 18 departments are already notified. Designated Officers i.e. GROs and Designated Authorities have been appointed. Secretaries of the concerned department act as State Appellate Authority. Training for effective implementation of the Act have been given in all Talukas. Display Boards giving information about the services/officers under the Act have been put up in all offices concerned in the state. Page 5

Gujarat Gujarat Right Services Act Services Act, , 2013 Right of Citizens to of Citizens to Public 2013 Public Grievances Redressal mechanism If the relevant service is not provided within the prescribed time limit than the aggrieved person can file a complaint before:- Grievances Redressal Officer (GRO) Appeal before Designated Authority(DA) State Appellate Authority(SAA) The Act also empowers the Designated Authority and the State Appellate Authority to impose fine upon Designated Officers as well as Grievances Redressal Officer, and compensate the complainant. Page 6

Gujarat Gujarat Right Services Act Services Act, , 2013 Right of Citizens to of Citizens to Public 2013 Public Examples of services under the Act Stipulated time limits 1 Day 1 Day Department Services under the Act. For getting Learning License Addition in learning driving License ( For Transportation) For getting Pucca driving License For Renewing driving License For getting Second or ( Duplicate) Copy of License For getting International driving Permit Driving License Certificate / N.O.C. Regarding refreshing the fitness 8 Days 8 Days 8 Days Port & Transport Department 1 Day 2 Days 1 Day Page 7

Gujarat Gujarat Right Services Act Services Act, , 2013 Right of Citizens to of Citizens to Public 2013 Public Examples of services under the Act Stipulated time limits 3 Days 5 Days 2 Days 1 Day 3 Days 3 Days 1 Day Department Services under the Act. For obtaining N.O.C on Vehicle National Permit All India tourist Permit Temporary Permit Birth Certificate Death Certificate New registration under shops and establishment Act Renewal under shops and establishment Act. Port & Transport Department Urban Development & Urban Housing Department 1 Day Page 8

Citizens Charter & Jan Seva Kendra

Citizens Citizen s Charter Program Charter Program & Jan & Jan Seva Seva Kendra Kendra Implementation of Citizen s Charter Program Citizen s Charter Program & Jan Seva Kendra across all districts & talukas of Gujarat for responsive and transparent delivery of Government services by all departments. Focus on access to key services through e-governances infrastructure using ICT. Janseva Kendra have been set up in offices having vast public interface. The Janseva Kendra accepts applications while ensuring that application is complete in all respect. The limit for disposal of application is shown in the receipt given to citizen s. Page 10

Citizens Citizen s Charter Program Charter Program & Jan & Jan Seva Seva Kendra Kendra e-Governances infrastructure Focus on access to key services through e-governances infrastructure using ICT. The applicant gets SMS Alert on receipt of application and when service is approved and ready for delivery 283 Services provided by Jan Seva Kendra at district and taluka level. Page 11

State Wide Attention on Grievances by Application of Technology (SWAGAT)

SWAGAT Online Program SWAGAT Online Program Grievance redressal mechanism by the Hon. Chief Minister himself The SWAGAT initiative started in 2003 by the then Chief Minister & Present Prime Minister Shri Narendra Modi is a very effective mechanism that enables direct communication between citizens, Hon. Chief Minister & other functionaries of the Government. The fourth Thursday of every month is designated as SWAGAT day, wherein highest office in administration attends to the grievances of the common man. Page 13

SWAGAT Online Program SWAGAT Online Program Integrated state wide Grievance redressal Grievance redressal at state level by Hon. CM Integrated Grievance redressal system at State, District, Taluka & Village levels. Grievance redressal at District level Grievances submitted at the village, taluka, district levels are first resolved by the authorities at the respective levels and, thereafter pending grievances are reviewed by the Chief Minister himself. Grievance redressal at taluka level Grievance redressal at village level Page 14

SWAGAT Online Program SWAGAT Online Program Use of Information Technology for timely redressal An applicant under SWAGAT is given a unique ID through which he/she can access the case details and status online. The SWAGAT Program is outcome based, review of the program is done based on the problems solved and not on the number of petitions disposed. SWAGAT Online program going rural has helped the rural people living even in the remotest corner of the state to get their problems solved quickly. Public accountability has been significantly strengthened. Page 15

Impact of various administrative reforms Impact of various administrative reforms undertaken undertaken Public accountability of the administration has been strengthened as Systemized process ensures administration is well organized. The authorities become much more aware of the nature of problems at local level and of practical issues of local administration Citizen satisfaction increased as grievances were attended at the highest level. Timely redressal of grievances & accessibility of public services at all levels has significantly improved the quality of life of people across Gujarat. Page 16

Thank You Administrative Reforms & Training Division, General Administration Department, Government of Gujarat