Aditi Pathak Aravind Menon Deepa Manish Tiwari Pankaj Chugh Pallavi Agrawal Puneet Joginder

Syndicate Group 6

Official website :- www.sakala.kar.nic.in Application form Call center

The Karnataka Sakala Services Act, 2011 and (Amendment) Act,2014.

A Bill has been passed by the Karnataka State Legislature to provide guarantee of services to citizens in the State of Karnataka within the stipulated time limit and for matters connected therewith and incidental thereto. This Act is called the Karnataka Guarantee of Services to Citizens Act, 2011.

SAKALA :In time or good time

Process flow:

Basic procedural overview

Citizen centric

• Right to time bound services

• Helpdesk

• Register your mobile no.

• Compensation

• appeal

Employee Responsibility

• Display of sakala services in office

• Give computerized acknowledgment

• Provide services within stipulated time

• Pay cash compensatory cost for delay

• Redress appeal / claims

Project Evolution

Program benefits

Total applications -6.5cr

Services availed -668 under 50 departments

Services like Maintenance of street lights, Maintenance of village sanitation and Maintenance of drinking water

These services were delivered to more than 1 lakh citizens in the month of December2014 alone.

• >67000 -Birth and Death Certificates

• >32000-Driving License

• >18000-Khata Extract

M-ONE service app

Launched on 8-12-2014

637 govt services, 37 deptt(like utility and property bills)

Over 1000 private services

Reduction in turnaround time

Before SAKALA After SAKALA

Passport verification rate

90 DAYS 20DAYS

rejections 7.65% 3.67%

Facts n figures

Issues and challenges

• Employee Behaviour

• Spreading the Word

• Unused Citizen Power

• From Knowing to Improving

• Sustainability of Outcomes

OVERDUES

• A total of 9,860 overdue were seen as at the close of the month.

DELAYS (1.9%)

• 47,530 applications were delayed in disposal during the month of dec’14

• 70% of the disposal in the 1-3 days delay category

• Revenue deptt constituting 58%

Rejections: 6.3%

• Providing Employment to Unskilled Labour (MGNREGS)”

• All types of Caste Certificate

Compensation: 587, Rs~73,000

Appeals: Conversion of agriculture land to non agriculture purpose, transfer certificates

Complaints:87% closure rates

Issues and challenges conti...

lessons learnt

• Winning citizen trust that the government is serious about making things better and this is not just another populist measure will be a key success factor

• Analytics should also reveal circumvention, and organizational systems/structure should ensure strict action

• Deployment of software should be supplemented with a system that assigns power and responsibility to take corrective action based on results of analytics .

Complaints received :

5 deptt constituted 86 % of the total complaints

Citizen feedback Assessment

Sample surveys are regularly constructed for the evaluation purpose

Critical analysis

• Most likely to get satisfied

• Need for a structural /institutional and procedural changes

• Penetration in the rural areas.

• Need for self motivation

Wrong use – On the

lines of RTI

Mediation mode

Procedural nature of

most of the complaints

Limitation of a sticky

model

President Pranab launches mobile egovernance facility in Karnataka

Karnataka launches M One App, citizens can access 637 government services

Karnataka govt services now on your fingertips State launches first mobile governance platform in India BS Reporters

Penetration medium

What is Lokvani?

Lokvani, Sitapur is an internet kiosk based system for providing various informations and public grievance redressal in a transparent, accountable and time-bound manner.

Need & Objectives of Lokvani

• Bureaucratic way of functioning

• Low efficiency of government Services

• Ineffective Grievance Redressal System

• Fulfill the promise of Welfare State

• Leveraging IT & C Potential

Third Party, Lokvani Kiosk

Lokvani Server

DM

Concerned Department

Lokvani - Process

A Typical Lokvani Kiosk

3 key components :

• Viability

• Sustainability

• Replicability

Lokvani – Business Model

Strengths of Lokvani Transparency and accountability to complainant.

Highly effective Grievance Redressal System.

Job creation in rural areas

Bridging the digital divide

Easily replicable

A new way of interacting with the government without having to go to any government office

Challenges

Mindset of government functionaries.

Too much dependence on DM.

Possibility of fake complaints.

Sustainability

Lessons for future

• No subsidies and loans

• First increase the no. of services delivered through kiosks and then increase their reach in rural areas

• Kiosks must be self-sustainable and profit driven

• A combination of govt. and private services to be delivered through kiosks to ensure sustainability

Thank you

E-billing services:Singapore model