dopt_ grievances redressal mechanism, sevottam 4ethics

8/9/2019 DoPT_ Grievances Redressal Mechanism, Sevottam 4ETHICS

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2/4/2015 Mrunal DoPT: Grievances redressal mechanism, Sevottam 4ETHICS

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- Mrunal - http://mrunal.org -

[GS2] Department of Administrative Reforms & PublicGrievances (DARPG), Sevottam Framework, E-Office

Posted By On 02/10/2013 @ 2:30 pm In Ethics | 35 Comments

1. Prologue2. Functions of department3. Administrative Reforms4. Sevottam Service Delivery5. National e-Governance Plan (NeGP)

6. E-Office7. CPGR AM: Online Redressal8. Gover nance Knowledge Centre9. National E-Governance Confere nce

10. Record Retention Schedule (RTI)11. Misc. Fun ctions of DARPG12. e-Sugam13. Aarogyam14. Awards/conferences15. United Nations Public Serv ice Awards

1. #1: Mass Contact Programme of Kerala2. #2: Swavalamban initiat ive, Dhanbad (Jharkhand)3. #3: Graamin Ha at, Madhya Pradesh

16. Mock Questions

PrologueUPSC SYLLABUS TOPICS IN THIS ARTICLE(GS2) Ministries and Departments of the

Government-Structure, organization andfunctioning

Department of AdministrativeReforms & Public Grievances

(GS2) e-governance: applications

1. E-office model2. Centralised Public

Grievance Redress andMonitoring System

3. E-Sugam4. Arogyam

1. Sevottam Model2. Mass Contact

Programme of Kerala

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(GS2) transparency & accountability andinstitutional and other measures.

3. Swavalamban initiative,Dhanbad

4. Graamin Haat, MadhyaPradesh

+Same topics also relevent for Public Administration Syllabus.Ministry of Personnel, Public Grievances and Pensions. Has threedepartments.

1. Department of Administrative Reforms & Public Grievances ( DARPG )2. Department of Personnel & Training (DOPT)3. Department of Pensions & Pensioners’ Welfare (DOP&PW)

In this article, we see the first department: the Department ofAdministrative Reforms & Public Grievances (DARPG)

Functions of department

1. Administrative Reforms, including e-governance2. redress of public grievances in general and central government in

particular;3. Liaison with State Governments, UT, professional institutions and

foreign countries for Public Administration related matters.4. Office Procedure Manual for Central Secretariat.

5. fancy things (details in later part)6. O&M (Organization and Methods)*

*O&M is part of Public administration syllabus, but not much relevant forGS. But just for the curious souls: O&M helps simplifying and improvingwork systems, accounting system, file management etc.

Administrative Reforms

This department helps implementing the recommendations of 2nd

ARC invarious ministries and departments of union, state and UTs.

REPORT SUBJECT YEAR1st

ReportRight to Information-Master key to governance

20062nd

ReportUnlocking human capital. Entitlements andGovernance – a Case Study

3rd

ReportCrisis Management- From Despair to Hope

4thReport Ethics in Governance

20075th Public Order- Justice for each, Peace for all.


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Report6thReport Local Governance

7thReport

Capacity Building for Conflict Resolution – Friction toFusion

2008

8thReport Combating Terrorism

9thReport Social Capital – A Shared Destiny

10thReport

Refurbishing of Personnel Administration – ScalingNew Heights

11thReport Promoting e-Governance – The Smart Way Forward

2009

12thReport

Citizen Centric Administration – The Heart ofGovernance

13thReport Organizational structure of Government of India

14thReport Strengthening Financial Management System

15thReport State and District Administration

Sevottam Service Delivery

“SEVOTTAM” , meaning Uttam Seva= service delivery excellence.Ok we should have ‘service delivery excellence’. but how? Onepractical difficulty= lack of a common understanding on what is“acceptable quality” for service delivery across different organizationsand geographical locations.Here, Dept. of ARPG comes to help, lays down the ‘Sevottam’guidelines, helps various ministries and departments, states and unionterritories to implement them.You implement them in your office, and send a report to DARPG.

Then you can brag in front of your parents, batchmates, neighbors,relatives, journalists and citizens that “ My office/department/ministryis Sevottam compliant .”

To implement Sevottam, you (bureaucrat) do three things:

First thing

You put a nice billboard in your office, that show

1. what services you provide?2. under what time limit?3. Whom to contact in case of problem?

This is your ‘citizen charter’. Most of the central ministries and departments


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have citizen characters in their offices and on their websites. For more oncitizen charters click me

Second thing

You put in a grievance redressal mechanism.Grievance=feeling of being wronged.

A grievance can be real, or imaginary, legitimate or ridiculous, rated orunvoiced, written or oral.But when a grievance is received, it needs to be redressed.You setup a Grievance Redress Mechanism (GRM). This systemhelps you receive record, investigate, redress, analyze, prevent anygrievances.For central ministries and departments, there is already a CentralizedPublic Grievance Redress and Monitoring System (CPGRAMS).[separately discussed in other paragraph]

Third thing

You improve your public service capability. But How? Three main methods

#1: Root Cause Analysis (RCA)

under this method, you create fishbone charts to identify root of aproblem. Who/what is responsible for the given problem. example seefollowing image.Then you take measures to fix that root problem.

#2: 5s/Kaizen

“5s” is based on the Japanese concept of “Kaizen”

http://www.flickr.com/photos/97816112@N02/10050722885/http://mrunal.org/2013/03/polity-citizens-charter-bill-2011-salient-features-issues-criticism-explained.html


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Kaizen means elimination of waste.Kaizen is a technique to improve functioning and solving problemswithout throwing money at them.In “5s” technique, you focus on five “s”: Sort, Stabilize, Shine,Standardize and Sustain

Benefits of 5s technique

1. Removes old records= increases physical space in the office andcupboards.

2. Reduces time wasted in searching for documents.3. Many organizations have used 5S tools to achieve “30-second search

time” for documents.4. Removes useless furniture and machinery=increase physical space

and ambience in the office.

#3: Gap Analysis:

Here you classify various activities/issues of your organization and givethem color codes. E.g. red for problematic, green for smooth and thusprepare a color chart. This helps you identify the culprit behind inefficiency.

Now to put this Sevottam Topic in formal English:

2nd ARC =>12 th Report=> “Citizen Centric Administration the Heart ofGovernance”.

In this report, 2 nd ARC recommended the government organizations tobecome

1. Transparent2. Accountable3. Citizen friendly

Government accepted this recommendation, asked all ministries to

http://www.flickr.com/photos/97816112@N02/10050723285/


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adopt the ‘Seven Step Model for Citizen Centricity’.DARPG documented this Seven Step Model under the nameSEVOTTAM.SEVOTTAM means Uttam Seva= service delivery excellence.SEVOTTAM has three modules:

module description

1. CITIZENCHARTER

focus on

I. implementationII. monitoring

III. review

These charters enumerate services providedby an organization, its time limits and qualitystandards.Citizen charters empower people to demandquality service and seek remedies in case ofnon-delivery.Thus, Citizen’s / Client’s Charter makes thepublic services citizen centric by makingthem demand driven rather than supplydriven.

2. GRIEVANCEREDRESSMECHANISM

focus onI. receipt

II. redressIII. prevention

To redress citizen’s grievances in a timebound and systemic manner.with the help of Grievance RedressMechanism (GRM) and Centralised PublicGrievance Redress and Monitoring Sysytem(CPGRAMs)

3. PUBLICSERVICEDELIVERYCAPABILITY

focus on

I. customersII. employees

III. infrastructure

To augment human and technologicalresources for better service deliverywith help of management techniques such as5s tools, root cause analysis, gap analysisetc.

Benefits of Sevottam implementation

1. Makes the public organizationa. C itizen friendlyb. Accountable


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c. Transparent2. Improves the speed and quality service delivery.3. improve cleanliness and physical space in the office4. Reduces causes of complaints, corruption and negligence.5. Solves maximum complaints immediately on receipt.6. Eliminates fire-fighting style of working.7. Eliminates outdated activities, wastage of money and resources.

ON A NON-SERIOUS NOTE

Just like Sevottam there should be Mevottam TM .Because Mewaa means sweet/bribe/commission.Thus, if a department/ministry has this certificate = means its bribe potential is very high.Presently, the Mevottam TM compliant ministries are: coal, telecom and defense ministry.

National e-Governance Plan (NeGP)

In 2006, jointly formulated by

1. Department of Administrative Reforms & Public Grievances (DARPG)2. Department of Electronics and Information Technology (Deity)

NeGP aims

1. To make the government services accessible to the common man withhelp of ICT

2. Setup massive countrywide IT-infrastructure to reach down to theremotest of villages

3. large-scale digitisation of records4. Bring public services closer home to citizens.

Under NeGP there are 31 Mission Mode Projects (MMP).These MMPs serve as vehicles for electronic service delivery

@Central, State and Local levels.

for more schemes on e-governance, read the 10 th chapter summary ofEconomic survey, click me

E-Office

Under National e-Governance Plan there are many “Mission ModeProjects”One such Mission Mode Projects= e-OfficeDARPG is the nodal department to implement this e-office project.E-office aims for e-file (electronic files) + digital signature forauthentication + Computerized workflows=paperless office.e-Office MMP will be implemented in phased manner, to all

http://mrunal.org/2013/05/economic-survey-ch10-part-2-of-5-telecommunication-and-it-e-nayana-boss-sameer-nixi.html


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Department/Ministries of central governmentDeadline: when 12th Five Year Plan ends (i.e. 31st March 2017)

DARPG gives following support to implement E-office Project:

1. government process re-engineering frameworks2. e-Manual

3. e-Office product suite (software)4. Hardware-computer, UPS, scanners, network and bandwidth5. Product awareness, training and capacity building, handholding and

post-deployment support.

(~110 words. The aukaat of e-office topic is not beyond 12 marks, so notgoing in further details)

CPGRAM: Online Redressal

Centralised Public Grievance Redress and Monitoring System(CPGRAMs)Handled by this department.Setup in more than 80 Ministries / Departments and 6000 subordinateorganizations @central levels. Also includes selected States and UT.Anyone can lodge grievance from anywhere, anytime to any Ministry/ Department- using the webportal (link: http://pgportal.gov.in/)Citizen can even upload a document along with the grievanceapplication.Citizen can track his/ her complaints.Departments are supposed to dispose of grievances within twomonths.Senior officials are given online dashboards to monitor the overallprogress in grievance redressal.

GovernanceKnowledgeCentre

by DARPG.a web based digital repository of best

practice and knowledge resourcesfor good governance and PublicAdministration.link: http://indiagovernance.gov.in/

National E-Governance Conference

held every year jointly organized by

Department of Administrative Reforms & Public GrievancesDepartment of Electronics & Information TechnologyAny one State government

2012 Conference held in Odisha.

http://indiagovernance.gov.in/


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2013 Conference held in Rajasthan, Theme: “Towards an OpenGovernment”.

During this conference, National Awards on e-Governance also givenfor the year 2012.

Many projects won the award but I’m only listing the ones with fancy

names/abbreviationfancy name what? category

1. Panjeeyan

Computerisation of Registration(Panjeeyan) Project

by Assam government

GovernmentProcess Re-engineering

2. OVS

Online Voting System (OVS)”,State Election Commission,GujaratUsing webportal, voters canregister themselves as e-voters.on election day, they can casttheir votes using internet fromthe comforts of their residences / offices.successfully applied in the

elections o municipalcorporations in Gujarat.

GovernmentProcess Re-engineering

3. SAM

Students AcademicManagement System (SAMS)Odisha governmentE-Admission (applying incommon application form forvarious colleges.)E-Administration (issuing librarycard, hostel room etc.)

Citizen-CentricServiceDelivery

4. iBHUGOAL

Bihar Infrastructure MappingGeomatics Oriented ApplicationModelBihar Government

Innovative useof Technologyin e-Governance

5. MAGIC

Mineral Administration andGovernance Using ICT.

Geology and Mining Dept of Gujarat

E-Auction of new leases to mineralblocks.


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RFID for vehicle tracking to curbunauthorized transportation ofminerals

6. iMINE Gujarat Mineral Development

Corporation Limited (GMDC)

use of ICT byPSUs for

Customer’sBenefits

7. SPARSH

Special Project for Assistance,Rehabilitation & Strengtheningof HandicappedSMS to the registered users onthe schemes and campsorganized in any areaVoice CallAlert System tocreateawareness aboutdisability, opportunities,schemes, rights of PwDsToll free Call centre to providedfor guidance and assistanceby MP government

use of ICT in

Social SectorProgramme

More projects: These are not given award in 2012- but mentioned in theministers’ speech- helps as fodder material.

B-TRAC

Bangalore Traffic Improvement ProjectBangalore city police initiatedout reporting, generating notices, collecting fines,receiving complaints, payment of fines, and reducingtraffic congestion and accidents in the city

Aarogyasrihealth insurance scheme by AP government for BPLhas a Website Portal that deals with registrations of apatient to the discharge, claim settlement etc.

Jaankariby Bihar governmentHelps RTI filling through phone call.Solves digital divide and digital illiteracy problem.

CA$H

This Department gives financial assistance for:


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Modernizing Central Government Offices. The Department gives 75%of project cost and beneficiary Ministries/Departments will pay theremaining 25%. (but why is not named after you know who ?)funding Good governance initiatives by the State/UT Governments onselective basis.

Record Retention Schedule (RTI)

Under the R.T.I, you can seek information from public authorities. Butat the same time, it is illogical for the government organizations tomaintain records for infinite period e.g. file showing the telephone-electricity bills of PMO during 1981-82.Therefore, such not-so-important documents should be destroyedafter 3 years, 5 years or 10 years. But who will decide whichdocuments to keep for how long?Answer. Department of Administrative Reforms and Public

Grievances. They prepare Record Retention Schedule common to allMinistries and Departments.

Misc. Functions of DARPG

1. Publishes books, journals and newsletters.a. quarterly journal – Management in Governmentb. Monthly News Letter - Civil Services News

2. Human Resource Development, Training, Awareness & Assessment.

3. IR/Diplomacya. Collaboration with Other countries: for sharing ideas andexperience in Public Administration. Notable partners: Brazil,South Africa, China and Malaysia, Canada, European Union,South Korea, Japan, Australia.

b. IBSA seminars/awards for Public Administration. (will be given tocivil servants and public sector institutions)

c. MoU with Singapore for cooperation in Public Administration.4. Makes documentary films on success stories of good-governance, e-

governance soa. They can be replicated in other parts of India.b. Can be shown to probationers in central and state services.c. Panchayat members, delegates in conferences, seminars etc.d. for telecast on Doordarshan

In 2013, they released seven documentary films on good governanceinitiatives:

documentary film

ondetails

e-Sugam, an acronym for Simple Uploading ofGoods Arrivals and MovementsOnline system, by Karnataka State with help of


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e-Sugam

NIC.Businessman have to submit details of everyconsignment (above 20,000 rupees) to e-Sugamportal and gets a unique number.This saves dealers from bribe-demand,inspection-harassment and time-waste at theroad check-post.

Ultimately the system aims to link e-sugam toinvoices and VAT refunds to reduce tax evasion.

Aarogyam

by UP Govt. Health Departmenta village-wise database of all the beneficiaries(pregnant/lactating women, children up to 5years) of an area is being maintained.Aarogyam software sends automated alerts in

the form of vernacular voice calls/SMS to thebeneficiaryinforming and reminding them about theirpending antenatal care, postnatal care andimmunization appointments.These alerts are also sent to local level healthofficials informing them about due services inthe area.

Remaining documentary films don’t have fancy name worth a 2 marker,hence I’m ignoring. but If you want to see the list, gotohttp://pib.nic.in/newsite/erelease.aspx?relid=99684

Awards/conferences

Where this Department of Administrative Reforms & Public Grievances(DARPG ) plays a part:

Prime Minister’s Awardfor Excellence in PublicAdministration

Given on Civil Services Day (21 st April)each year.total 15 awardsTo officers of the Central and StateGovernments.for extraordinary and innovative work inPublic Administration.

Civil Service Day

21st April earmarked as Civil ServicesDayto celebrate the spirit of Civil Servicesprovides an occasion for introspection

http://pib.nic.in/newsite/erelease.aspx?relid=99684


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and self-evaluationBoth central and state service officersattend the eventstarted from 2006

National e-GovernanceAwards

for exemplary implementation of e-

Governance initiatives are given in sevencategoriesGiven in multiple categories e.g. bestgovernment website, best ICT usage byPSUs etc.

National conference onE-governance

held every year since 1997It is a platform to discuss, exchangeviews and experiences relating to e-governance initiatives.organized by DARPG + Department of ITand one state government

Conference of ChiefSecretaries

Provides platform to exchange viewsbetween the Centre and the States.For discussion on crucial national and

international issues.

IBSA awards for PublicAdministration

extraordinary achievement andinnovative work done by the civilservants in public institutions in IBSAcountries

United Nations Public Service Awards

Although not under the purview of this department but was in newsbecause 3 Indian projects also got this award . Let’s take a look:

#1: Mass Contact Programme of Kerala

1. Initiated by the Chief Minister’s Office, Kerala2. Under the programme, the Chief Minister visits each town and

organises massive events where people can address their queries

personally.3. It enables interaction between the people and the government withoutdelay or corrupt practices.

4. The initiative has reduced the time usually taken to respond tocomplaints and actions and has fast tracked problem solving.

http://www.thehindu.com/news/national/un-public-service-awards-for-3-indian-projects/article4854050.ece


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#2: Swavalamban initiative, Dhanbad (Jharkhand)

Improved pension disbursement in the district.

before after the project

registration and disbursement ofpension was done manually- verycumbersome, tedious, non-transparent,lot of paper work,A pensioner had to wait days, weeks ormonths and sometimes had to paybribes to get pension.

database of all

pensioners wasdigitised with the helpof a new software.automating paymentinto pensioners’ bankaccountsalso throughBusinessCorrespondent in

remote rural areasno bribes or delays.

delay almost three months just three days

for more on Swavalamban scheme, click me

#3: Graamin Haat, Madhya Pradesh

Madhya Pradesh government’s Graamin Haat projectEnables the Women Self Help Groups (SHGs) to run haats in theweekly markets (haats).helps women get management skills, operate a business on their ownand improve overall living conditions in their communities.This in turn created a new sense of self-confidence and earned themrespect in the family and society=women empowerment.

Mock Questions5marks

1. NeGP2. e-office3. Sevottam

12 marks1. Write a note the role and functions of Department of

Administrative Reforms & Public Grievances in promoting goodgovernance.

2. Write a note on Sevottam framework.25m

1. Define Good Governance and discuss the role of Sevottamframework and National e-Governance Plan in promoting good

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dopt_ grievances redressal mechanism, sevottam 4ethics

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