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" Ensuring Services, Empowering People

“

Bihar Right To Public Services Act,2011

Sandip Shekhar PriadarshiAdmimistrative OfficerBPSMGeneral Administrative DepartmentGovt of Bihar

Introduction/ Background

Implementation

Infrastructure

Benefits

Impact Assessment

Way Forward

Contents

Why RTPS ?Lack of transparency in delivery of public servicesDiffused responsibilityDependence on intermediaries/middlemen and demand for bribe.Lack of accountabilityNo definite timeline for delivery of servicesNo acknowledgement of any applicationDifficult to track application

The Government of Bihar took it on the top most priority for enacting service delivery legislation as a part of Good Governance agenda.

“The Right to Public Services Act, 2011 was enacted for ensuring delivery of public services in a time bound,

hasslefree and transparent manner.” The RTPS Act has helped the public regarding three Ws

related to their work ie who,where,when.

Background

RTPS Act mandates

Delivery of notified public services within stipulated time limits,

Fixation of accountability within the system by notifying the

public servants as Designated Public Servants (DPS) who would be

held responsible for timely 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

Introduction

RTPS: The journey so far

May 11 June 11 July 11 Aug 11 Sep 11 Oct 11 Nov 11 Dec 11 Jan 14 Oct 2014

Act Notified on 2nd May

Rules Notified on 3rd May

Services Notified on 11th May

Training of master trainers

Training of master trainers (contd.)

Recruitment of Executive Assistants

Roll-out training in field

Trial Run of Adhikaar software in field offices

Setting up of RTPS counter, May I Help You Booth

Launching of mass media campaign

RTPS launched on Independence day

2nd phase of media campaign

Hon’ble CM launches Seva Yatra with review of RTPS implementation as a focus Online

application introduced

Citizen’s feedback survey on RTPS impact carried out in blocks

RTPS monitoring and review at various levels

RTPS monitoring and review at various levels

Application Received 8.6 Cr

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TATKAL application introduced

Implementation

Capacity Building• Training of trainers - Nodal Officers

• Roll-out of field level Training -Training calendar

and modules prepared at State HQ level and training was given to all the staff till the block level offices.

• Training of IT resources on BRTPS software

Training of IT Managers

Training of IT Assistants

Training of Executive Assistants

Pre RTPS Post RTPS

This information remained in papers only. General public had rare access to this.

Every information regarding a particular service is provided on the RTPS counter only.

Implementation

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Front – EndRTPS 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 a Management Information System (MIS) enabled monitoring & review

Generators provided for electricity

IT resource

Numbers

Annual SalaryTotal (in Rs crore)

IT Managers

823.6 lakh (@ Rs

30,000 per month)3.0

Block IT Assistants

7240.96 lakh (@ Rs

10,000 per month)8.62

Executive Assistants

15210.84 lakh (@ Rs

9,000 per month)16.44

Gen set for all 534 Block offices 10.0

Grand Total 38.06

Infrastructure Field level Strengthening with cost-Benefits

Infrastructure and Field level Strengthening

Monitoring of RTPS implementation

•Sewa Yatra by Hon’ble CM across Bihar

•Adhikar Software

Various MIS reports (like pendency, receipt and disposal status)

Desktop alerts for DPS

•Ranking of Districts on identified parameters

•Monitoring Cell at BPSM

Provides continuous technical and administrative guidance to field

offices

Monthly meeting of IT managers

•Citizen’s Feedback mechanism - field study

Implementation

• 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

Main Features Acknowledgement Receipts with eighteen digit unique ID number.

Audit of services delayed or denied, appeals and reviews Under RTPS.Provision of 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

Applicants are informed through SMS when services are ready to be delivered.

Online application facility introduced for Caste, Income and Residential certificates. Certificate distribution counter opened at Bihar Bhawan, New Delhi.

Introduction of Tatkal Services for Residential, Caste And Income Certificates from

15th Jan,2014

In -house developed Adhikar Software.

Unique provision of Executive Assistants bringing their own hardware.

Present Status

Applications Received/Disposed from Aug 15, 2011 to Nov 10, 2014

Services Applications Received

Applications Disposed Percentage

Residential Certificate 28308028 28155589 99.46

Caste Certificate 17772074 17690679 99.54

Income Certificate 14819249 14754305 99.56

Registration 7909819 7902326 99.91

Mutation of Land 5250567 5149967 98.08

Social Welfare 5073666 4726046 93.15

Transport 3091108 3008318 97.32

Character Verification 1987167 1946464 97.95

Land Possession Certificate

1833380 1822599 99.41

Education 100462 100240 99.78

Commercial Tax 97189 96789 99.59

New Ration Card 85170 84954 99.75

Total 86327879 85438276 98.97

23%

35%

42%

Year wise Application Received

16th Aug 2011 To 15th Aug 2012

16th Aug 2012 To 15th Aug 2013

16th Aug 2013 To 10th Nov 2014

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Model RTPS Counter

Way forward …….

Inclusion of new services

Online delivery of services

Reduced timeline for the delivery of services.

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Thank You