Bihar Right To Public Services Act, 2011Dr. D. S. Gangwar IAS

Principal Secretary, G.A.D., Govt. of Bihar

September 25, 2013

2

BIHAR RIGHT to PUBLIC SERVICES Act

Delivery of notified public services within stipulated time limit,

Fixation of accountability within the system by naming public servants – Designated Public Servants (DPS) who would be held responsible for delivery of services,

Transparency in implementation of the provisions

Provision of a Right to appeal at two levels in cases where services are unjustifiably delayed or denied with provisions to impose penalty on the responsible public servants

WHAT IS RTPS ?

BACK

WHY - RIGHT TO PUBLIC SERVICES ACT?

4

Accountability Responsiveness

Transparency

Improved Governance

5

Major Objectives :• To provide statutory backing to citizen charter

• To develop a culture of timeliness in delivery of public services at all levels

• To ensure that public service delivery systems are more transparent and have greater accountability

• To ensure capacity building and ground level strengthening of service delivery institutions especially the frontline offices and staffs

• To check corruption and weed out intermediaries by simplifying procedures and better monitoring

• To create an institutional mechanism for enabling the citizens to appeal in case of wrongful denial or unreasonable delay and get public services as a matter of their right.

ABOUT RTPS

Department No.of Services1. General Administration Department 9

2. Revenue and Land Reforms Department 2

3. Social Welfare Department 8

4. Home Department 1

5. Transport Department 18

6. Urban Development Department 1

7. Commercial Tax Department 2

8. Education Department 6

9. Registration, Excise and Prohibition Department 4

10. Food and Consumer Protection Department 1

Total 52

PUBLIC SERVICES COVERED UNDER RTPS

7

Application

Application Rejected

Application Accepted

Reason of Rejection

Service Delayed

Service Denied

Reason for delay

Service Delivered within time

Reason for denial

Acknowledgement to be provided

Written communication

Appeal to Appellate authority within 30 days

Appeal to Appellate authority within 30 days

WORK-FLOW

RTPS PROCESS: APPEAL TO APPELLATE AUTHORITY

8

Application to AA

Appeal Rejected

Appeal Accepted

PenalizeDPS

Acknowledgement to be provided

Applicant may appeal to RA within 60 days

DPS may appeal to RA within 60 days

Order by AA

Section 7(1)(a) & (b)

Section 6(3)

Section 6(3)

Section 6(1)

Section 6(2)

AA has the same power as are vested in civil courts (Section 6(5))

Non compliance of the orders of AA may amount to misconduct and lead to disciplinary actions (Section 8)

Bar of Jurisdiction of Courts (Section 9)

Protection of Action taken in good faith (Section 11)

State Government may send an application directly (Section 10)

RTPS PROCESS: APPEAL TO REVIEWING AUTHORITY

9

Application to RA

Appeal Rejected

Appeal Accepted

Penalize DPS/ AA

Acknowledgement to be provided

Order by RA

Bar of Jurisdiction of Courts (Section 9)

Section 7(2)

RA has the same power as are vested in civil courts (Section 6(5))

Protection of Action taken in good faith (Section 11)

PENALTY

Who can impose?

On Whom?

When?

How?

Appellate Authority / Reviewing Authority

Delay / Denial of service by Designated Public Servant without reasonable cause

Delay in disposal of appeal by Appellate Authority without reasonable cause

Proportion decided by the Appellate Authority / Reviewing Authority

Rs 500 to 5000 in case of denial and Rs 250 per day upto 5000 in case of delay

Penalty imposed in addition to that prescribed in any other Act, rules, regulations and notifications already existing (Section 7(4))

Appellate Authority – Designated Public Servant & concerned sub-ordinate staff

Reviewing Authority – Appellate Authority / Designated Public Servant & concerned sub-ordinate staff

BACK

11

Mandatory provision of acknowledgment receipt with

photographs.

Online application facility introduced for Caste, Income and

Residential certificates (from 1st December 2011)

Provision for issuance of Duplicate certificates on the basis of

application number from 15th August 2012

FEATURES

12

Applicants are informed through SMS when services are ready to

be delivered

Fully computerized application reception centers and database

maintenance

IT based application tracking status by DPS.

FEATURES

TRACKING OF APPLICATION

– Through SMSRTPS <Application ID>

SEND TO 56677Service delivery message

on applicant’s mobile number

– Through websitehttp://gad.bih.nic.in/

– Through “Jigaysa” helpline.Helpline Number (0612-2233333) 13

Sample acknowledgement

back

15

RTPS IMPLEMENTATION

FIELD LEVEL STRENGTHENING• Key issue of shortage of manpower at field level were addressed

through appointment on contractual basisSl. No. Name of the post Concerned Office No. of employee

1 I.T. Manager(Rs.30,000 P.M.)

Department 39

District 38

Bihar Bhawan 01

Patna Commissionaire 01

Total:- 79

2I.T. Assistant

(Rs.10,000 P.M.)

Block 534

SDO Office 101

District 38

Nagar Parishad 43

S.P. Office 40

Commissionaire 9

BPSMS 2

Total:- 767

3

Executive Assistant(Rs.9000 P.M.)

Block 534

Circle Office 534

SDO Office 101

District 38

One Additional on four Bolcks 134

BPSMS 3

Total:- 1344Grand Total:- 2190

17

Capacity Building

Training of trainers - Nodal Officers

Roll-out of field level Training:

Training calendar and modules prepared at State HQ level

Training of IT resources on BRTPS software

PREPARING THE SYSTEM

18

Roll-out of field level Training:

Training calendar and modules prepared at State HQ level

PREPARING THE SYSTEM

19

Training of IT resources on BRTPS software

PREPARING THE SYSTEM

20

Infrastructure Front – End

RTPS Computerized Counter – at all service points

May I Help You Booth – in all the District HQ

Back- End

Data Center – Central server at State HQ; data from field offices (local computers transferred through synchronization)

"Jigyasa" Helpline – Operated from State HQ

Software "Adhikar” – enabling computerized application process and an Management Information System (MIS) enabled monitoring & review

Generators provided for electricity

PREPARING THE SYSTEM

21

Computerized Application Counter

PREPARING THE SYSTEM

22 May I Help You Booth

PREPARING THE SYSTEM

23

‘Jigyasa’ Helpline Telephone-0612-2233333

PREPARING THE SYSTEM

24

Weekly performance monitoringMonthly ranking of Districts on identified parametersReview during Sewa Yatra by Hon’ble CM across BiharVideo conferencing by Chief SecretaryMonthly meeting of District level nodal officers

Adhikar SoftwareVarious MIS reports (like pendency, receipt and disposal status,

synchronization of reports)Desktop alerts for DPS

Monitoring Cell at BPSMProvides continuous technical and administrative guidance to field officesMonthly meeting of IT managers

Citizen’s Feedback mechanism - field study

Monitoring of RTPS implementation

MONITORING & FEEDBACK MECHANISM

25

Impact assessment carried out by technical (non-official) teams

Significant improvement in the service delivery

Dependence on intermediaries has come down drastically

Demand for reduced timeline/ Tatkal scheme

Increased no. of visits to field offices (reduced role of intermediaries) in some cases

CONTINUOUS IMPACT ASSESSMENT

PRESENT STATUS

26

Applications Received/Disposed from Aug 15, 2011 to Sept. 25, 2013

Services Applications

Received Applications

Disposed

Residential Certificate 17419341 16982241

Caste Certificate 10911735 10605399

Income Certificate 8753283 8492080

Registration department 5232352 5223304

Mutation of Land 3626092 3451536

Social Security Pension 3146784 2744229

Transport department 1310395 1178474

Character Verification 1236218 1198803

Land Possession Certificate 1216495 1191894

New Ration Card 83785 82301

Commercial Tax Department 79444 78961

Education Department 53888 53110

Urban development 23526 20610Total 53093338 51302942

27

Source: Nalanda district field study findings

CONTINUOUS IMPACT ASSESSMENT

RTPS SERVICE WISE APPLICATIONS STATUS

Residential C

ertifica

te

Caste Certi

ficate

Income Certi

ficate

Registration departm

ent

Mutation of Land

Social S

ecurit

y Pension

Transport

department

Character V

erifica

tion

Land Posse

ssion Certi

ficate

New Ration Card

Commercial T

ax Departm

ent

Education Departm

ent

Urban development

02000000400000060000008000000

1000000012000000140000001600000018000000

Service Wise Received/Disposal

Applications received

Applications disposed

Service Name

App

licati

ons

Rece

ived

INCREASING VOLUME OF APPLICATIONS RECEIVED & DISPOSED

29

0

5000000

10000000

15000000

20000000

25000000

30000000

21534409

31558928

21528634

29774308

Received

Disposed

16th Aug. 2011 To 15th Aug. 2012

16th Aug. 2011 To 25th Sept. 2013

30

0

500000

1000000

1500000

2000000

2500000

1628803

2427609

1550076

2290331

AVERAGE APPLICATIONS PER MONTH

Received

Disposed

16th Aug. 2011 To 15th Aug. 2012

16th Aug. 2011 To 25th Sept. 2013

FACILITIES FOR PUBLIC AT RTPS COUNTER

Sheds & Chairs

Token system for crowd management

No crowding at windows

Displaying of Token no.

FACILITIES FOR PUBLIC AT RTPS COUNTER

For the convenience of people of Bihar living outside

certificate distribution counter opened at Bihar Bhawan,

New Delhi to begin with from August 15th 2012.

Applicants can now make applications online for caste,

income & residential certificates and collect their

certificates from Delhi office.

FACILITIES FOR PUBLIC AT RTPS COUNTER

*Fund provided by concerned Departments for consumables

Human Resource Support

IT Managers 79 x Rs. 30,000 x 12 2,84,40,000

IT Assistant 767 x Rs. 10,000 x 12 9,20,40,000

Executive Assistant 1344 x Rs. 9,000x 12 14,51,52,000

Total Rs.26,56,32,000

Genset for all 534 Block offices 10,00,00,000

Grand Total Rs.36,56,32,000

FINANCIAL SUPPORT FOR RTPS

NEW SERVICES UNDER RTPS

Rashtriya Parivarik Labh Yojana- 30 working days

Mukhya Mantri Kanya Vivah Yojana- 15 working days

Issuance of duplicate copy of caste, income & residential certificate issued after 1 dec 11 - 3 working days

37

Contd.

Time limit reduces from 21 w.days to 14 w.days for issuance of caste, income & residential certificate.

Online applicants of caste, income & residential certificates can get it from Bihar Bhawan , New Delhi -28 w.days .

Web copy of caste , income & residential certificates are available on website

38

NEW INITIATIVES UNDER RTPS

Thank You