By Zunzar Patil M: E:-

Transcription

1 By Zunzar Patil M: E:-

2 1. No system available with state administration to track the delivery of Govt services to citizens. 2. Bureaucrat, Minister sitting in State secretariat has no way to have visibility of how administration is functioning at district level, taluka level and remote village level. They have to depend fully on manual reports prepared by administration officials in these areas, most of reports are manipulated to hide the administrative gaps in their area of jurisdiction. 3. No platform available for monitoring service quality and response time of Govt department officials to track the delivery of Govt services to citizens. 4. No way of measuring the performance of Govt employee by number of service request serviced by particular Govt employee. 5. It has been common practice of department officials to delay the delivery of citizen service request and then bribes are demanded to expedite the completion of request.

3 Access for PMO to State ticketing tool to track implementation of Center funded schemes right upto taluka, village level. Access to all administrative heads in state administration to track overall performance of state Govt upto village level. PMO Administrative heads State CM office State CIC State High Court State Lokpal State Chief secretary and Department Secretary State Data Center State SWAN State Datacenter will host Ticketing software with access to every department in state government upto village level. Every department in state servicing G2C request has to log in ticket for each citizen request and update the status on closure, time of closure. Various depts in District, Taluka and Village administration directly interfacing with s for delivery of Govt services.

4 1. Govt to install ticketing software in State datacenter on cloud which is accessible to all departments on SWAN (State Wide Area Network). Separate instance of ticketing tool to be given to different Govt departments across the state. 2. All citizen s ( Hospitals, Municipal corporations, Tehsildar offices, Collectorates, Registrar office etc ) should have access to ticketing tool. 3. Any citizen arriving in Govt office to get his work done should go to service ticket counter near entrance and get ticket created with details of work he needs to get done, his personal details, AADHAR number, and ticket number should be generated. 4. Once the ticket number is generated the ticket will be allocated to responsible employee for completion, the timer for completion of citizen request will start the moment ticket number is generated. 5. Each citizen service request will have to be addressed as per timelines mentioned in charter defined and ticket will be tracked for completion of citizen s request within this time. The moment this timeline is exceeded the ticket will change to red and intimation will go to Govt official s supervisor. 6. The number of tickets closed by govt employee and time taken to close the request will be clear measure of timely work done by Govt employee. 7. This will overall be also measure of health of operations of particular Govt department in respective administrative area. 8. One completion of service request it will be mandatory for to register his feedback at the ticketing counter, this will measure the quality of work done by department in addressing request.

5 9. This report of ticket closed by employee and citizen feedback to be used jointly for performance appraisal of Govt employee. 10. All the citizen service request which will not be serviced in time will be red tickets. 11. Analytics tools can be used to make dashboards to give overview of departments functioning to different administrative levels viz. district collector, Secretary, Principal secretary and Chief Secretary of State. 12. If required by Chief Secretary particular red ticket can be tracked upto type of service requested by citizen, reason for delay, details of govt employee addressing citizen request,aadhar number of citizen etc. 13. This mechanism can also be used by PMO to track implementation of Center funded schemes in the state.

6 1. This initiative will force more accountability on citizen facing govt employee responsible to service citizen request for G2C service. 2. It will be possible to measure performance of facing govt department and it will be possible to reward high performing Govt employees and reprimand those lagging behind. 3. It will empower the citizens to record their feedback on their experience with Govt department 4. It will bring centric focus in Govt employees and develop culture of delight. 5. It will facilitate building efficient G2C service delivery organization, ever responsive to needs of citizens in their area of jurisdiction.

7 Jai Hind