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RTPS

published by FDR India

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Citizens' Charters for Effective Service Delivery
Lakshmi is at the R.T.O to get her Driving license.
Madam,come next week. Server is down.
Madam, you have not brought all the documents.
Madam, just pay Rs.1200 and your file will be on top.
What Lakshmi had to face, is the experience of a number of citizens in our country
Madam, office is closing now! Come tomorrow...
DAY 1
DAY 2
DAY 3
DAY 4
PRESENT DAY SCENARIO
What reports have to say...
WHEN DO WE BRIBE?
Data shows that despite having e-seva, Mee seva, Right To Information, Lokayukta and Anti Corruption Bureau, the average pendancy of applications for documents and certificates in Hyderabad is 34%
DEPARTMENT-WISE CORRUPTION IN INDIA
PENDING APPLICATIONS IN TELANGANA'S DISTRICTS SINCE 2014
Source: www.trak.in, India Today and Deccan Chronicle.
(In crores)
So, what is our solution?
THE RIGHT TO PUBLIC SERVICES
What?
Why?
How?
To overcome inefficiency, corruption and improve awareness and ensure public acountability
The right to time-bound delivery of goods, rendering of services and redressal of grievances
Publication of a CITIZENS' CHARTER by every government department
DETAILS OF SERVICES
Name of official responsible, documents required, fees etc.
TIME-FRAME
Stipulated time-frame within which service must be provided
GRIEVANCE REDRESSAL
Effective mechanism in case of delay /denial of service
COMPENSATION
Penalty on public official and compensation to aggrieved citizen
A Citizens' Charter includes :
So, what does a citizen do if he/she has a grievance?
STATE LEVEL
LOKAYUKTA
DISTRICT/CORPORATION LEVEL
INDEPENDENT DESIGNATED AUTHORITY
DEPARTMENT LEVEL
GRIEVANCE REDRESSAL OFFICER
PUBLIC AUTHORITY
GOVERNMENT OFFICE
It is the apex supevising body. It can impose penalities/award compensation
If the  public authority fails to meet time-bound supply of goods or rendering of service
Aggrieved person may approach the  G.R.O
It hears complaints against the G.R.Os and can impose penalities/award compensation
GRIEVANCE REDRESSAL MECHANISM
20 Indian states have already implemented the Right to Public Services. (as of April, 2015)
Andhra Pradesh and Telangana is expected to be the 21th & 22nd state to implement the RTPS.
Lakshmi is at the R.T.O to get her Driving license.
Madam, here is your Driving License.
Here are all the documents and the fees mentioned in the Citizens' Charter, which says I must get my license today itself.
Ideal scenario after implementation of the RTPS
Citizens' Charter Penalty will be imposed on official for delay/denial of service
Citizens Charters Penalty will be imposed on official for delay/denial of service
On the same day...