Maharashtra Right to Public Services Act 2015

Maharashtra Right to Public Maharashtra Right to Public Services Act, 2015 Services Act, 2015 General Administration Department General Administration Department

Salient features 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 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 Action taken for implementation of Maharashtra Right to Public Services Act, 2015 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 Notified Services Sr. Sr. No. No. Department Department No. of Public services. No. of Public services. 1 Home Home 31 2 Revenue Revenue & Forest & Forest 60 3 4 Agriculture & Agriculture & ADF Urban Development Urban Development ADF 40 15 5 Law & Judiciary Law & Judiciary Rural Rural Development & Development & Water Conservation Water Conservation Food, Civil Supplies & Food, Civil Supplies & Consumer Protection Consumer Protection Housing Housing Women & Child Women & Child Development Development 03 6 13 7 07 8 20 9 13

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

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

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 Important Public Services Home (Transport) Department 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 Important Public Services Urban Development Department Urban Development Department Birth Certificate Death Certificate Marriage Registration Certificate Property Tax Extract

Important Public Services Important Public Services Agriculture Department 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 8th November 2016

Aaple Sarkar A brief introduction An integrated, web based platform launched on 26th 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. PwC

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

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

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 2nd October 2015 Phase II launched on 26th January 2016 Phase IV launched on 2nd Oct 2016 Phase III launched on 15th August 2016 Title 47 Online services covering 6 departments Total 206 Online services covering 29 departments PwC

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 PwC

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

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

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 PwC

Monitoring Mechanism (2 of 3) 88% of the applications were delivered On Time PwC

Monitoring Mechanism (3 of 3) Department wise Service delivery statistics PwC

Key Trends Improvement in Application Disposal Department Applications Received Applications Disposed % Disposal Revenue 42,35,830 29,79,434 70.33% Labour 6,41,396 6,22,709 97.08% DGPS 1,73,296 1,73,296 100% Improvement in On time delivery of key services Department Applications Disposed 29,79,434 6,22,709 On Time Delivery % On Time Delivery Revenue Labour 26,44,676 5,00,616 88.76% 80.39% PwC

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) - Publishing Gazette for Change of, Name Date of Birth Religion PwC

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 PwC

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 PwC

Challenges Faced Integration with Individual Department portals BPR in workflow of the Applications within Government departments Notification of Services by Government departments PwC

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