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SAKALA TRAINING PROGRAMMES – AN EVALUATION

Introduction

The need for good governance is primary focus of all the Governments. Good

Governance has become the cornerstone of the governments to boost its image

before the public. UNDP has laid down some characteristics like Participation,

Rule of Law, and Responsiveness, Efficiency, Accountability and Timely Delivery

of Services to the citizens. Governance should always be people centric. Today

the country is faced with the situation of delays, long worded procedure,

rudeness of the officials and insensitivity on crucial issues of poor besides

corruption. All these are bringing bad name to the administration; Karnataka has

the legacy of being one of the better governed sates in the country. Keeping this

in view, Karnataka State Legislature passed the Karnataka Guarantee of

Services to Citizens Act (KGSCA) to provide guarantee of services to citizens in

the state of Karnataka within a stipulated time limit for citizen’s related services.

With the citizen centric governance taking the centre stage in development of the

state, acceptance of e-Governance backed by IT solution enabled not only

transparency but also timely delivery of services to the citizens. The purpose of

KGSCA now called Sakala is – whenever the request for the service is made, the

citizens receives an acknowledgement slip with a unique number called the

Guarantee Services to Citizen number (GSC). With the help of the GSC number,

a citizen can monitor the status of his application on the website

http://kgsc.kar.nin.in. This system has also a mobile interface. Citizen can check

the status of their application by sending an SMS from a mobile phone. If the

service is not provided within a stipulated time or application is rejected without

reasons, citizens can file an appeal to the competent officer to redress their

grievance. The competent officer must hear the appeal and redress the grievance

within the specified time. Citizens can claim compensatory cost of Rs. 20 per day

for the delayed period subject to a maximum of Rs. 500 from the designated

officer who fails to deliver the services within a stipulated time. Those who do not

have the facilities of mobile or website mode, a call centres are set up to assist

the citizens.

http://kgsc.kar.nin.in/

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The first phase of Sakala was launched on 1st March 2012 in the northern most

taluk of the state – Aurad in Bidar district, Chitradurga taluk, Puttur in Dakshina

Kannada and Dharwad Taluk in Dharwad district. Besides these taluks,

Jayanagar Ward Office in BBMP area also came under Sakala on Pilot basis.

Later the entire state was covered with 11 departments and 151 services. Today

looking into the importance and the success, 30 departments of the state

including DPAR of the state covers 265 services.

In order to enable the Sakala, the Administrative Training Institute, Mysore has

rolled out training Programmes to the officers of the state covered under SAKALA

by adopting the appropriate training methods. The media also is playing its role

in giving wide publicity through AIR, Newspaper and Hoardings, Doordarshan to

create awareness amongst the citizens.

The state government has formed a Mission to assist in the implementation of

this Act. The Mission Director is the Secretary of DPAR, assisted by an Additional

Mission Director. All the Deputy Commissioners of the district is head of the

District Mission assisted by IT Consultant who looks after the interfacing with

National Informatics Center (NIC) and the various agencies who are

implementing Sakala.

Research Project

The Administrative Training Institute (ATI) Mysore is the principal agency to

impart training for all the officers covered under Sakala. The Aim of the training

is to “enable the Officers to acquire working knowledge and skills for effective

implementation of KGSC Act-2011 and Rule-2012. ATI has conducted 66

trainings in three phases at ATI, Mysore and selected District Training Institutes.

ATI as policy conducts impact evaluation of its capacity building programmes and

mid-course correction in improving the contents of the training programmes.

Keeping this in as focus, ATI, Mysore undertook the evaluation of the Sakala

training in December 2012 and January 2013 with the following objectives.

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Objectives

1. To assess Preparatory work for take up the training like Training Module,

Training of Trainers (ToT).

2. Training Methodology and its analysis.

3. Nominated Departments and their participation.

4. Role of DTIs in implementing the training and problems faced by any by

DTIs, and

5. To analyze the effectiveness of the training, Utilisation of the Funds, and to

suggest improvements in training methods for the effective implementation

of the Sakala.

Methodology

In order to achieve the above objectives and considering the time and terms of

reference, the following Methodology was adopted to conduct the study.

1. Secondary information and data was collected from the Coordinator,

Training on Sakala, ATI. The information and data pertains to Preparatory

work, ToT, Training Module, Training Schedule, Reading Materials etc.

2. Financial allocation and expenditure from the ATI.

3. Four District Training Institutes – one DTI from each of the Revenue

Division namely, Dharwad, Gulbarga, Kolar and Mysore were selected for

assessing the Training Delivery and also for Impact assessment on four

services. The services selected are:

a. Dharwad - Revenue

b. Gulbarga and Yadgir - Women and Child Welfare

c. Kolar - Health

d. Mysore - Labour

Five to Ten Officers were interviewed on the delivery and usefulness of the

Training imparted at DTI and to elicit their suggestions.

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PART - I

TRAINING PROGRAMMES AT ATI MYSORE

Purpose of the Training The purpose of training was to enable implementation of KGSCA 2011 in all

concerned government departments in Karnataka. The training will be useful to

clarify the concepts behind time bound delivery of services, and enable

translation of concepts into action for implementation of KGSCA in letter and

spirit.

Preparatory processes

The 2 days schedule was designed based on the common training needs

obtained during the 4 divisional Workshops under KGSC Act held between

December-January 2011. The general structure of the Module and Schedule

includes:

Conceptual clarity on Citizen, Customer, difference between the two, how a

Citizen is also to be called as Customer, Customer Orientation, relationship,

making services people friendly, Quality in Public Service, Quality Standards,

dimensions of Quality, Service Gaps and methods to address. The second part of

discussion deals with introduction to the Citizen’s Charters, its relation to Citizen

Focussed Service Delivery Mechanism.

The next session of the Programme deals with KGSC Act its salient features,

roles and responsibility of the implementing officers, duties of the DOs, COs and

AAs. Emphasis is given to the department specific issues while discussing the

issues. This is followed by defining “Process, elaborate how Work Flow Process

is developed quoting the line departments with few examples. This session is

followed by a Group activity engaging the participants in developing a Work Flow

Processes (WFP) taking in to account the timeline fixed by the Act. The groups

make their presentation followed by discussion and agree to the WFP. This will

give the participants the actual practices as well as the requirement under the

Act. After this experience the participants are given the KGSC-Rules presentation

underlining the importance of Roles and Responsibilities of the Officers under the

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KGSC-Rules. FAQs and Quiz are also part of the course and the same was used

depending up on the level of the participants.

IT input in Sakala is another session where the general inputs are given in the

backdrop of departments’ working examples. Some good practices of online

services provided by the departments like Commercial Tax, Transport are

discussed in the session. NIC Bangalore which has supported KGSC Act with its

IT inputs and Best Practices have worked very hard to make the session

successful.

Resource Persons from IIM Bangalore, SAKAL Mission and NIC supported the

training Programmes regularly in addition to the in-house faculty support. ATI had

prepared pool of 8-10 Faculty Members to handle the Sakala Courses as well as

facilitation. The Course was also supplemented with reading materials, handouts,

and copy of the KGSC Act and Rules. Sevottam Documentary film on Quality in

Public Services developed by DARPG-GoI was used in the Course.

It was envisaged that at the end of the Course there would be a FAQ/Quiz on

SAKAL. The list of FAQs is enclosed in the Annexure 3. The participants would

give their feedback and evaluation in the format as well as orally. The following

are few important points referred to during the different training sessions on the

difficulties and suggestions made for further improvements under SAKAL.

ATI conducted the preparatory workshops with functionaries of different

departments to design the training programme for the Sakala Training

programmes. These workshops were also attended by the Faculty members of

ATI’s sister Institutes, Abdul Nazir Sab State Institute of Rural Development and

State Institute of Urban Development apart from its own Faculty members. The

Faculty members of the three Institutes are on deputation from different

departments and this provided a platform to design the training programmes

taking their experience into account. Before this Capacity Building programme by

ATI Mysore was completed at first level of training to District and few selected

Taluk level officers in all 30 districts from March 13-30, 2012. These initiatives

had helped in improving and fine tuning the contents of the programme.

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Training Strategy

A detailed Action Plan was prepared to conduct the Sakala Training

Programmes. The Capacity Building Programme for Sakala implementing officers

and Functionaries was held at two levels as per the Action Plan. The first level of

the Programme was in ATI for all 11 departments Sakala implementing officers. It

was planned to organize 40 Programmes for the departments estimating to cover

about 1750 officers. The major departments like Revenue and RDPR were

expected to get more opportunities but it did not happen as the department did

not respond as per the expectations.

As per the Action Plan, for Training the cutting edge functionaries of the 11

departments were identified under Sakala, all 28 District Training Institutes were

entrusted with the task of organizing Programmes at district level.

Training Manual

The training manual was developed and used for training programmes held in

districts during February and March 2012 for implementation of KGSCA 2011.

Based on the experience of these trainings and participant feedback, the training

material has been updated. Officers using this manual for training purposes will

enrich it further by focusing on issues more relevant to specific departments and

local conditions.

The following materials are included with printed copies of this manual:

1. Presentation Slides with Notes page for trainer’s reference

a. Introductory session

b. Changing Notions about Government Functioning

c. Sevottam Framework and Concept of Quality in Public Service

d. KGSCA, 2011

e. Group Exercise Formats

f. KGSC Rules, 2012

g. IT Interventions for KGSCA, 2011

2. Word Documents

a. Registration Form

b. Course Schedule and Session Timings

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c. Do it Yourself Guide or Workbook

d. Quiz on KGSCA 2011 and KGSC Rules, 2012

e. Examples of Challenges faced during Pilot Trainings

Additional materials referred in this manual are available as follows:

3. Films (to be played using Windows Media or VLC player)

a. Short Film on Sevottam produced by Department of Administrative

Reforms and Public Grievances, Government of India, New Delhi

b. Digitization of Land Records-CR Patna/ DC Office-Hassan

This is available as a Windows Media Player/VLC file along with soft copy of this

Manual

4. Website Demonstration

a. NIC software for supporting implementation of KGSCA 2011 (by

Sakala Consultants)

Material for Distribution to Participants

The following material is to be distributed to the participants:

1. Presentation Slides

a. Changing Notions about Government Functioning

b. Sevottam Framework and Concept of Quality in Public Service

c. KGSCA 2011

d. KGSC Rules 2012

2. Word Documents

a. Course Schedule and Session Timings

b. Do it Yourself Guide or Workbook

c. Quiz on KGSCA 2011 and KGSC Rules, 2012 (Pages 1 to 7 only)

d. Feedback form

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3. Stationery Items

a. Folder (to keep the material distributed during the training)

b. Notepad

c. Pen

d. Pencil

e. Eraser

The above training materials were made available both at ATI and DTIs. Further

for the trainers’ convenience, presentation slides and word documents for

distribution were attached as pdf files with soft and hard (printed) copies of the

manual.

Training Materials

The Administrative Training Institute prepared the following Handbooks/Manual to

be used during Sakala Training Programme:

1) Trainer’s Manual on KGSC Act for the Trainers/Faculty of ATI Mysore:

2) Trainer’s Manual for the use of Trainers at the District level

3) Handbook on Sakala for the use of Implementing Officers of the Act.

4) KGSC Act both English as well as Kannada (supplied by Sakala

Mission)

5) Handouts and other materials circulated by Sakala Mission

The Manual and Handbook shown in Sl. Nos 1 to 3 were prepared by Dr.

Sanjeevan Bajaj CEO Quality Forum, FICCI New Delhi and Ms Prianka Kaushal.

Both were part of ATI’s Capacity Building Programme on Sakala from the

beginning. The materials and inputs keeping the 2 days schedule designed for

capacity building Programme was the basis. ATI developed the core content and

inputs that should go in to the content of Sakala Training. Before finalizing the

contents, a formal review of the module that was designed for 2 days district level

Sakala Workshop was deliberated in detail. The experience of the first round of

workshop and the ToTs guided the contents of Sakala Training Programme. The

detailed Sakala Training Manual is enclosed in Annexure 7.

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Training Materials

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Training Module

Participants: Officers belonging to Group-A and B category working in District

and Taluk levels.

Problems in Delivery of Quality of Service: Considering the vast population to be

reached and wide variety of services being introduced every year, public service

delivery mechanism is very dynamic and challenging task. The efficiency of the

system is an indicator of Governance. For better and continued improvements in

delivery of public services it is essential to ensure better quality of services and to

provide services within a stipulated time. The State Government chose to ensure

at least listed public services to be delivered within the stipulated time through

Legislation “Karnataka Guarantee of Services to the Citizens Act-2011. The Act

came in to effect in 11 departments and 151 Public Services from April 2012. ATI

Mysore was given the responsibility to take capacity building training

Programmes for all the implementing officers of 11 departments within short time

so that the departments can implement the Act successfully. A 2 day course on

SAKALA Services Act was designed for the implementing officers with the

following Aims and Objectives.

Aims and Objectives of the Course

Aims

Enable the Officers to acquire working knowledge and skills of effective

implementation of KGSC Act-2011 and Rules-2012 and take up decentralized

capacity building training activity at the Taluk and District levels for the cutting

edge functionaries.

Objectives

The participants will be able to

1. Explain the features of Customer orientation in Public Service

2. Analyse the features of Quality in Public Service

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3. Explain the features of Citizen’s Charters and its importance to Public

Services

4. Explain the important provisions of KGSC Act and its application

5. Describe the roles and responsibilities of different officers under the

KGSC Rules

6. Demonstrate application of Rules in adopting the time norms for listed

services

7. Explain the methods of monitoring and supervision of Service Delivery

designed under the Rules

The Participating Officers

KGSC Act-2011 was implemented in 11 departments in all districts including

BBMP Bangalore. For the Taluk and GP level officials, three one day orientation

Programmes were held through SATCOM mode for Revenue Department staff

like Revenue Inspectors, Village Accountants and other Revenue Staff,

Panchayat Development Officers and other department staff on March 27th, 28th

and April 3rd 2012.

The proposed capacity building training activities was for all the 11 department

officials, cutting edge staff working at the Gram Panchayat level and Taluk level.

It was estimated to cover around 30,000 officers, employees responsible to

provide listed services under SAKALA in the state. Further it was designed to

undertake decentralized mode of training for all these officials at district level

using the infrastructure of DTIs. For this purpose, a Team of 10-12 officers

representing departments covered under SAKALA and identified by the

respective Heads of the Departments with at least one officer for each

department covering all 30 districts were trained as Trainers through ToT.

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Statement of SAKALA (ToT) – Phase-I

Sl. No.

Date Batch Departments No of

Participants DTI

Principals Total

Participants

1. 14.05.2012

17.05.2012 1st Batch

Transport Department

23 04 27

2. 14.05.2012

17.05.2012 2nd Batch

RD and PR Department

37 01 38

3. 28.05.2012

31.05.2012 3rd Batch

Health Department

33 05 38

4. 28.05.2012

31.05.2012

Revenue Department

5. 11.06.2012

14.06.2012 4th Batch

RD and PR Department

20 07 27

6. 18.06.2012

21.06.2012 5th Batch

Commercial Tax Department

30 01 31

7. 18.06.2012

21.06.2012 6th Batch

Urban Development

29 04 33

8. 27.06.2012 31.06.2012

7th Batch Labour Department

25 00 25

9. 27.06.2012 31.06.2012

8th Batch Education Department

41 00 41

10. 02.07.2012

05.07.2012 9th Batch

Women and Child Development

20 00 20

11. 02.07.2012

05.07.2012

10th Batch

Revenue Department

22 00 22

12. - - Food and Civil Supplies Department

- - -

13. - - Home Department

- - -

Total 280 22 302

ToT was organised for 280 officers belonging to different departments

implementing Sakala in the districts. The Principals of all the DTIs were also part

of the ToT conducted by ATI. The ToT covered wide ranging issues related to

public service delivery and issues related to implementation of Sakala in the

State. A detailed report of the ToT conducted by ATI is enclosed in Annexure 1.

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The Sakala training programme were held at Administrative Training Institute as

also the DTIs. The topics covered during the 2 day training programme and the

detailed session plan is enclosed below. Further, the detailed session plan

operationalised during the training programme in the following table. A brief

report on the two day training activities is also enclosed in Annexure 2.

Details of Topics and the Preparation for 2 day Sakala Training Programme

Time and Duration

Topic/Activity Details of preparation

9.30-10.00 Registration Registration giving details

10.00-10.30 Introductory session Introductory session/Setting Ground Rules

10.30-11.30

Public Service

Concept of Customer

Customer Orientation

Recent Developments in Public Service Delivery: a) Shift in paradigm: Beneficiary to Customer orientation;

11.45-12.45 Improving Quality in Public Service and Standards including timelines

Explain a) Concept of Quality in Public Service; b) Concept of Sevottam; Explain Quality in Public Service and how Citizen’s Charters addresses Quality requirements in Public Service.

12.45-1.30

Citizen’s Charters initiatives in Public Services

Explain features of Citizen’s Charters, features, advantages, as a Tool for Good Governance.

2.30-5.15 Documentary Film on SEVOTTAM

After Documentary SEVOTTAM – DARPG – lead discussion to highlight the Quality aspects in Public Service.

Introduction to KGSC Act and

Group Activity: KGSC Act-2011; Salient Features of the Act Right to Public Services and Citizen’s Perspective.

9.30-11.30

KGSC-Rules-2012 Salient Features

Effective Implementation of the Rules

Roles and Responsibilities of Officers for effective implementation of the Rules; Display Boards: Use of different Formats Records to be maintained; Group Activity: Explain the Workflow Process in the current system and proposed Act to meet the timelines stipulated.

11.45-12.45 Customer Challenges in Public Sector

Innovations in making services effective.

12.45-1.45 IT support to KGSC and

Users preparedness of the Programmes

The RP from will explain the application of IT in KGSC and integration of various Software Programmes: Demonstrations. 2.30-3.30

3.45-4.15 QUIZ on KGSC

FAQs

Recap: Implementation of the KGSC Act and redefining services.

4.15-5.00 Evaluation and Feedback

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Session framework for Sakala Training Programme Session-1: Public Service Concept of Customer

Session Number

Process Process details

I 1 Content Role and Functioning of PSOs: Public Service

Concept of Customer and Changing Paradigm towards Customer Orientation

2 Sub content 1. Role of PSOs Service Providers

2. Concept of Customer

3. Shift in the Paradigm of government functioning: from Beneficiary concept to Customer Orientation

3 Session objectives/

Purpose

1. Explain the Role of PSOs in Governance

2. Describe the Functioning of PSOs and concept of Customer

3. Explain the shift in paradigm Citizen Focus Service.

4 Expected outcome The participants will be able to explain the role and the functioning of PSOs and the shift in the expectations of the people. Define a Customer distinguish from Beneficiary

5 Method/ process

Brain Storming: After checking the EB the RP will show the Visual: SQUARE Wheel: Ask the participants give their experience on the functioning of government offices with a focus on the prevailing infrastructure, potentials of the HR and the available resources.

After listing the points referred to by the participants the RP will write few of them and pose a question should this situation continue?

Based on the reactions the Resource Person will again ask what should be done to bring in any Change, should they ponder over the same old paradigm or Change?

If the answer is Yes, use the Visual No: 2 and lead discussion to drive home the point that the change is incremental and require a transformational change.

Elucidate the conventional approach of Public Service, define and distinguish Customer from beneficiary, list the consequences of a Customer being a Citizen, Concept of Customer Rights and Duties.

Resource Person will summarize the outcome of recognizing Customer Rights for Public Services.

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Session Number


6 Aids/Materials Flip Chart, Marker Pens, White Board

7 Time/Duration 0.60 Minutes

8 Handouts/ FAQ Visual-01-Square Wheel

Visual-02:Governance-the Paradigm Shift

9 Pre and post test formats

Assessment through questions

II 1 Content Improving Quality in Public Service and Standards including timelines.

2 Sub content Quality in Public Service

Dimensions of Service Quality

Standards in Public Service including Timelines

3 Session objectives/purpose

1. Defining Service Quality

2. Listing dimensions of Public Services

3. List standards in Service including Timelines

4 Expected outcome Able to define Quality Service and list few dimensions of Public Service and standards in Public Services.

5 Method/ process Group Activity: The Resource Person will take up discussions on the perception of the people and the participants on the Public Services and list on the Board. Elucidating what according to them is the Quality, define what is Quality in Public Service using the definition of ISO/ Sevottam and drive home the point that Quality in service is meeting the expectations of the Customer. The RP will list the common expectations of the people from a public office and ensure service delivery within time limit is one common expectation. For continued quality in service the system has to be in place better by voluntary means or otherwise by a Law. That is the state initiative on providing service within stipulated time- KGSC Act –SAKALA.

6 Aids/Materials White Board, Flip Chart and Marker Pens.


8 Handouts/ FAQs Dimensions of Quality in Public Services.


Assessment through Questions

III 1 Content Citizens’ Charters initiatives in Public Services

2 Sub content Features of Citizens’ Charters as Tool for making services Citizen Friendly

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Session Number



Explain features of Citizen’s Charters,

as a Tool for Good Governance

Method of making Services Citizen Friendly

4 Expected outcome Able to develop service delivery mechanism with a citizen focus

5 Method/ process The Resource Person will check with the participants on Charters and ask the one who have a charter to explain the features. Find out from the listed points what makes a Charter Citizen Friendly and the Charters take care of the expectations of the Customer.

6 Aids/Materials Few copies of Citizens Charters of Government Departments and slides on Charters

7 Time/Duration 2.00 Hrs

8 Handouts/ FAQs Guidelines for Formulation of Charters by GoI


Through asking questions and answers

IV 1 Content Documentary Film on SEVOTTAM

Introduction to KGSC Act and

2 Sub content Salient Features of the KGSC Act -2011

Roles and Responsibilities of the Implementing Officers under the Act.


Explain the salient features of the KGSC Act-2011

explain the Roles and Responsibility of the Officers.

Analyze Legal aspects of the Act

4 Expected outcome Confidence in implementing the Act and aware of roles and Responsibilities under the Act.

5 Method/ process The RP will ask the Key questions on what is the standards/quality discussed in the Documentary and list few. Taking clues from the film on timely services take up discussion on the Karnataka initiative KGSC Act-2011.

Group Activity: The participants are divided in 4-5 groups and given the tasks of explaining the provisions of the KGSC Act by assigning the sections asking them to discuss and make points on each of the sections on flip charts. After discussion members will make a presentation on the sections assigned to them. This is followed by open discussion. After the presentations the Resource Person will make presentation on the aims and objectives, Roles and Responsibilities of

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Session Number


the Officers under the Act and explain various obligations under the Act. Define the terminologies used in the act and relate the importance to the implementing officers.

6 Aids/Materials KGSC Act Copy

7 Time/Duration 2.00Hrs

8 Handouts/ FAQs Circulars from DPAR on Sakala


Checking the learning points asking questions on the do’s and Don’ts of Formulation of Charters.

V 1 Content KGSC-Rules-2012

2 Sub content Salient Features

Roles and Responsibilities of the DOs, COs and AAs

Documents and Reporting Mechanisms


Able to explain the provisions of the KGSC Rules

Explain the procedures of providing services

List the documents and registers to be maintained

4 Expected outcome Will implement the KGSC Rules in their offices and provide services within stipulated time.

5 Method/ process The Resource Person will discuss the important provisions of the KGSC Rules, procedure adopted to accept the applications, disposal and other obligations of the DOs to comply with the provisions of the Rules using power point presentation. Display the formats and documents to be maintained as per Sakala Missions guidelines. This session is followed by another group activity Group Activity: The participants are divided in 4-5 groups and given the tasks of develop a workflow process for the services listed in the Rules. The participants will discuss and draw workflow diagram taking into consideration time required to deliver the services at each point/level on to the flip chart. After discussion, members will make a presentation followed by open house discussion. After presentations the RP will summarize on how the workflow process has to be designed keeping Sakala requirements and to meet the expectations of the Citizens.

6 Aids/Materials Learning Aids

Copy of the KGSC Rules


8 Handouts/ FAQs Workflow Diagram for selected services

19

Session Number



Asking the participants about the methods of developing workflow processes.

1 Content IT Support in Sakala and Users preparedness of the Programme

Customer Challenges in Public Sector

2 Sub content IT for effective delivery of Services under Sakala

Experiences of IT in Sakala Departments

Innovations in making Service Delivery Effective


1. Explain the applications of IT in Sakala

2. Share the experience of IT in listed departments

3. List the Innovations in few Departments

4 Expected outcome Able to use IT for effectiveness of Sakala

5 Method/ process The RP will discuss the IT applications that has been developed in selected few departments and explain the features in the context of Sakala and also give the fundamental requirements for e-Initiatives. The Resource Person will explain how the existing software of departments like Sarathi/Vahana/ sugama/ Nemmadi/Atalji has been integrated.

The Resource Person will demonstrate using internet how online services are managed under Sakala.

6 Aids/Materials Software Programmes of listed departments

Internet connectivity


8 Handouts/ FAQs Handouts issued by Sakala Mission


Asking question on IT application in listed and non listed Services.

VI 1 Content QUIZ on KGSC

FAQs

2 Sub content Questions on Important features of the KGSC Act and Rules.


Ensuring learning on various aspects of the KGSC Act and Rules.

4 Expected outcome Feel confident to implement the KGSC Act and Rules effectively.

5 Method/ process Activity: The Resource Person will issue list FAQs /QUIZ to the participants and ask them to answer.

20

Session Number


The RP will check the correctness of the answers given by the participants and ensure learning has taken place.

6 Aids/Materials FAQs and List QUIZ Questions.


8 Handouts/ FAQs Copy of the KGSC Act and Rules

9 Pre and post test Assessment will be carried in a prepared questions format.

It was projected at least 100 staff per Taluk may have to be covered under CB

training Programme. This works out to a total of 17,600 participants. In addition to

this number it was planned to cover Panchayat Development Officers of all

Grama Panchayats and Chief Officers of Urban Local Bodies. Accordingly the

proposal has been worked out and administrative sanction was given to all DTIs

to organize Programmes locally in collaboration and guidance of the Deputy

Commissioner who is Sakala Nodal Officer. Detailed guidelines were issued to all

DTIs giving them the 2 day schedule, content to be used, handouts as

supplementary reading both in soft as well hard copy. Required budget to

organize the training Programme along with physical and financial target was

communicated through an order dated 30.06.2012 and budget of Rs 46.54 lakh

was released. The DTIs were communicated to conduct the Programmes as per

the action plan. The DTIs were asked to submit a monthly progress report till

the close of the Programme on December 2012 as per the format given in

Annexure 5.

Details of Off-Campus Sakala Training Programmes

Sl.

No. Co-ordinating Districts Dates

No. of Officers attended in Workshop

Gr1 Mysore March, 16-17, 2012 150

BBMP-Bangalore March 13-14 150

Gr-2

Bagalkot March 13-14, 2012 100

Bijapur and

Gadag

March, 16-17, 2012

March, 19-20, 2012

170

110

Gr-3 Hassan March,21-22, 2012 121

Kodagu March, 19-20,2012 120

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Sl.

No. Co-ordinating Districts Dates

No. of Officers attended in Workshop

Gr-4 Bangalore ( R) March 13-14, 2012 126

Chikkaballapur March 16-17,2012 90

Gr-5

Chamarajanagar March,21-22,2012 210

Ramanagar March,16-17, 2012 125

Uttara-Kannada March 27-28, 2012 150

Gr-6 Mandya March,16-17, 2012 60

Chikkamagalur March,28-29, 2012 96

Gr-7 Gulbarga March,14-15, 2012 90

Yadgir March,16-17, 2012 90

Gr-8

Davanagere

BBMP

March, 19-20, 2012 120

March,13-14, 2012 150

Haveri March,16-17, 2012 120

Gr-9 Tumkur March,21-22, 2012 96

Shimoga March,16-17,2012 94

Gr-10 Bangalore (U) March,15-16, 2012 85

Kolar March,20-21, 2012 85

Gr-11 Koppal March,14-15,2012 96

Raichur March, 16-17, 2012 105

Gr-12 Belgaum March, 29-30, 2012 141

Gr-13 Bellary March, 16-17, 2012 151

Total 27 Trainings 3091

Few departments out of 11 took SAKALA Training Programme on priority and

these included Transport, Commercial Tax, Labour, Municipal Administration and

Education departments. However, RDPR, Revenue, Women and Child

Development and Food and Civil Supplies departments did not show much

interest in deputing their officers for training: Food and Civil Supplies department

decided not to depute the officers informing that all officers are engaged in Green

Card (BPL Cards) distribution. The department also did not ask for alternative

dates. The Police Department, however, kept itself outside the capacity building

Training Programme from ATI. The details of training programmes conducted

under Sakala are enclosed in Annexure 4.

22

Even the departments which participated in the training programmes, there were

difficulties in ensuring the participation of officials. ATI made all efforts to get the

trainees’ participation in the programmes. But still it did not work out for

administrative reasons like the following:

The Letters were addressed to the Head of the department as per the

practice. The Head of the Departments of Revenue and RDPR happened

to be Principal Secretaries and the communication from the Secretaries

was sent to the DCs and CEOs. The instructions to depute the officers

were not followed by the District Administration as they had their own

priorities. Because of this problem there was very poor representation from

the above two departments.

The other department with poor attendance is Women and Child

Development. The services selected by the department under Sakala did

not qualify to be continued, as such there was repeated feedback from the

officers for its withdrawal. Rightly the 3 services SNP and enrolment under

ICDS were withdrawn. Due to this reason many officers from Women and

Child Development Department did not attend the training programme

though they were nominated.

Department-wise participation in Training Programmes

Sl. No.

Name of the Department

Projected Target Cumulative Total-

2012 Remarks

No. of prgms

Participants No of prgms

Attended

1 Transport Department

2 110 2 38 Estimated 3 per district office but did not turn up

2 RDPR Department 6 176 3 53 Even after repeated invitation poor nominations from department

3 Health and Family Welfare Department.

8 300 8 191

4 Municipal Administration and ULBs

2 50 2 45

5 Commercial Tax Department

1 25 1 44

23

Sl. No.

Name of the Department

Projected Target Cumulative Total-

2012 Remarks

No. of prgms

Participants No of prgms

Attended

6 Education Department

3 65 3 56

7 Labour Department

2 74 2 64 Fairly well represented

8 Revenue Department

8 371 7 101 Even after repeated invitation poor nominations from department

9 Women and Child Development Department

5

236 5 100 Dropping of listed services from Sakala Act

10 Food and Civil Supplies

3

41 0 Nil Declined to nominate the officers without any reasons

Total 40 1750 33 592

ATI has conducted training in three phases. The first phase training was imparted

to 9 out of 10 departments (Police Department did not participate). The training

calendar was sent to the listed 10 departments with a request to depute the

DOs/EOs/COs and Appellate Authorities to undergo 2 days orientation on SAKAL

implementation. 3 Departments did not respond for the reasons cited earlier in

the report. ATI conducted 33 programmes covering 592 officers. Departments

like Commercial Tax, Transportation, Health and Family Welfare, Labour and

Education did show keen interest by sponsoring the officers.

The above table clearly indicates that the response to the training programmes

varies across the departments. Some of the departments have not evinced any

interest in the training programme but there are also other departments that have

shown keen interest in the training. There is a need to take up this issue with the

heads of these departments in order to ensure that the participation of officials is

ensured.

Fund Utilisation

The DPAR has released Rs.1,23,23,300/- to conduct this programme in two

instalments. The details are as below:

24

Release of Funds Amount Released Total Expenditure (as on 08.02.2013)

1st Instalment Rs. 61,61,600/- Rs. 34,68,783/-

2nd Instalment Rs. 61,61,600/- Rs. 46,54,000/-

Total funds Received Rs. 1,23,23,200/- Rs. 81,22,783/-

Nearly 70 per cent of the funds earmarked for the training programmes have

been spent so far. This includes the expenditure incurred by the District Training

Institutes on training of the cutting edge functionaries at the district level. The

remaining amount will be utilised for conducting the 3rd phase of Sakala Training

programmes.

Feedback from participants on implementation of SAKALA

Sl. No. and

Department

Difficulties faced in implementation of SAKALA

Suggestions for improvements

1. Labour Inadequate Technical / Skilled Staff are compelling Officers to do everything by themselves.

Officers and staff need computer training.

Require changes in implementation of Sakala to generate GSC number etc.

There are problems related to IT and need to be addressed early for effective implementation.

Application status is not being updated regularly. Leading to confusion when it reaches higher/approving authority and finally disposed in the office. Needs clear Work flow Process.

Time limit given for the service “Complaints” needs to be enhanced from 60 days to 90 days.

Time Limit given for the service “Amendment of Licence” has to be enhanced from 60 to 90 days.

Assistant Labour Commissioners will be on tour for 3 to 4 Districts and during that period KGSC Org-User ID to be given.

Time limit given to Boilers Inspection and renewal is 17 days but we need minimum 30 days in the interest and safety

GSC numbers should be separate for boilers and other services

2. RDPR Training for Field level Officers/Staff including Case Workers is a must.

As the Case Workers are not trained, the DOs are facing problems in delivery of Services under SAKALA. Training brings in them seriousness, mandatory duties and responsibilities.

Internet in several parts of the State is not satisfactory. As a result, delivery of services with-in the time-norms is very difficult.

Proper training is essential for all level officers.

Computer education need to be

25

Sl. No. and

Department



Lack of adequate staff at G.P. level and TP level

Non availability of Internet and connectivity facility

SAKALA caseworker needs computer support. Presently few services can be delivered only after GB approval. Invariably there will be hiccups, owing to difference of opinion among GP members.

Lack of coordination between Elected body and Staff of GP.

Lack of awareness at GP level on SAKALA concept.

given to all PDOs and Secretaries.

Base level training is necessary for concerned Case-Workers and GP employees.

Individuals with technical expertise are to be nominated.

IEC activities to be conducted to provide interaction and importance of KGSC to be told.

Needs Infrastructure support at GP level.

It is necessary to define Service 1 to 3 and segregate.

Public awareness Programme including Elected Representatives may be conducted using different media.

Awareness Programme using media including TV is necessary.

3. Education In the Education Department while submitting application for Recognition and Renewal of Recognition of School, the Management will submit application along with the statement stating that school have the Amenities. As per SAKAL Norms DO has to give acknowledgment by mentioning (60 Working date due date). When DO go for spot inspection and finds many lacunas then there is no scope for rejection application in the software.

Lack of Infrastructure and Technical staff.

There should be scope for rejection of application for Recognition and Renewal of Recognition of School by stating the lacunas found in the spot inspection report.

Sufficient infrastructure like Computer, UPS and Internet facility has to be provided.

4. Urban Development

Sufficient experienced staff is not available. Few khata Extract records are partly damaged and require more time in such cases. Anyhow managing with existing system effectively.

When we are giving service of khatha extract large number of applications

Old records computerisation has to be made for day implementation of SAKALA.

26

Sl. No. and

Department



come at once. Then our case workers could not attend them and we have been writing the extract with support from other staff.

5. Health Lack of Health Workers

Age Certificate is not included in SAKALA

Power cut - Insufficient Man Power

Lack of Infrastructure like Computer, Internet

Time limit fixed for the identified Services is inadequate

Over burden of work

More applications leading to more pressure from department and local bodies

Improper knowledge of SAKALA

To provide data entry operators

Increase the technical staff

Training is necessary for concerned officer /staff

Incentives/ necessary to encourage efficiency and Honesty in work

Lack of Computer facilities

SAKALA training for both District level and Taluk level officers including C group officers

Appointment of Technical assistants

6. Women and

Child

Development

Appointment of Technical Assistants

7. Transport The Department is facing lot of difficulties with large number of public availing department services with unmatched staff and infrastructure support.

There are operational problems in the department Process identified for Sakala which needs to be addressed for effectiveness.

Sakala Data Entry operators to be appointed in all districts/offices depending on the number of services in demand.

The Officers need guidelines to treat Pre-Sakala pending cases generating GSC Number

Many RTO offices are running short of Staff and this is coming in the way of providing good services.

Sakala Training be taken up at the Taluk level.

There is connectivity problem and software problem that need to be

27

Sl. No. and

Department



looked in to at the Head Office as well as District level offices.

7. Commercial Tax

The services covered under Sakala Services are computerised and integrated. The department is not finding any difficulties in implementing SAKAL. However there are few processes prescribed which are not applicable to our department. Practice like giving acknowledgement, entering GSC number, checking attachments to the application etc are managed on line with the system and there is no manual operation.

There are few software integration problems which need to be addressed as many processes are going on without the officer interference. Few aspects like payment of Fee for Services and repayment, updating information etc. need to be integrated with Sakala.

The middle level staff needs capacity building training particularly on providing on-line services and issues related to Sakala.

8. Revenue There is not much contribution from the participating officers about improvements to be made in Sakala

It may be observed that most of the feedback is related to the actual

implementation of the Sakala with very few on the training programmes. The

training related observations have been addressed by the ATI and also the

District Training Institutes in the subsequent training programmes. However

majority of the observations are to be addressed by the Sakala Mission Office

and the respective departments. This has been communicated to the

departments to address the problems.

29

PART - II

TRAINING PROGRAMMES IN DTIs

The District Training Institutes have played an important role in the Sakala

Training programmes by training the cutting edge functionaries in the districts.

The following table shows the participation of officials in the training conducted

across the districts.

Training Programme for the Taluk and District level Functionaries

Sl. No.

Districts No of

Taluks

Trainees per

Taluk

No. of Batches

Cumulative In Percentage

Batch Trainees Batch Trainees

1 Bangalore(U) 3 300 8 8 269 100 89.9

2 Bangalore(R) 4 400 10 11 381 110 92.2

3 Chikkaballapur 6 600 15 15 424 100 70.6

4 Kolar 5 500 12 12 496 100 99.2

5 Tumkur 10 1000 25 25 740 100 74

6 Chitradurga 6 600 15 15 516 100 86

7 Davanagere 6 600 18 15 610 83.3 101

8 Shimoga 7 700 18 18 609 100 87

9 Uttara Kannada 11 1100 25 25 752 100 68.3

10 Dakshina Kannada 5 500 12 12 462 100 92.4

11 Udupi 3 300 08 08 296 100 98.6

12 Kodagu 3 300 08 08 226 100 75.3

13 Hassan 8 800 20 17 694 100 86.7

14 Chikkamagalur 7 700 18 18 510 100 72.8

15 Mysore 7 700 18 22 737 122 105.2

16 Chamaraja Nagara 4 400 10 10 218 100 54.5

17 Mandya 7 700 18 18 573 100 81.8

18 Ramanagar 4 400 10 10 298 100 74.5

19 Gulbarga 10 1000 25 25 890 100 89.0

20 Yadgir 4 400 10 9 394 90 98.5-

21 Raichur 5 500 12 12 396 100 79.2

22 Koppal 4 400 10 11 410 110 102.5

23 Bidar 5 500 12 12 501 100 100.2

24 Bellary 7 700 18 23 714 127.7 102

25 Bijapur 5 500 12 12 455 100 91

30

Sl. No.

Districts No of

Taluks

Trainees per

Taluk

No. of Batches

Cumulative In Percentage

Batch Trainees Batch Trainees

26 Gadag 5 500 12 12 410 100 82

27 Bagalkot 6 600 15 7 311 63.6 51.8

28 Belgaum 10 1000 25 26 979 104 97.6

29 Haveri 7 700 18 18 534 100 76.28

30 Dharwad 5 500 12 15 587 125 117.4

Total 176 17600 446 449 15,392

The coverage in the training for the district and taluk level cutting edge

functionaries shows that the departments and the officials showed keen interest

in the Training programme. The programme was found to be very effective as

reflected in the number of participants in the training programmes. The training

programmes and the number of participants are given in the above table.

ATI had planned District level decentralized training and also has trained

Resource persons at district level. These Resource Persons were officers of the

departments concerned and included all the Principals of DTIs. Reading Material,

PPT and Handbook were prepared and distributed to all trainees.

The Progress under the Sakala Training Programmes at DTIs is very much

encouraging as most of the DTIs have achieved 100% as far as number of

batches. However, regarding the number of trainees the attendance is not as per

the projected numbers. The DTIs informed that the reasons quoted by these

departments are employees were busy in Programme implementation; posts are

vacant, office work pressure and such other reasons.

Ground Realities – Sakala Training Programmes

No. of Training Programmes conducted

A number of preliminary meetings at the Deputy Commissioners’ office had been

held prior to the actual commencement of the training programmes under Sakala.

It was during these meetings that the decisions were taken on inviting the specific

31

number of nominations from each of the departments. For each of the training

programmes 40 participants were invited.

District-wise Training Programmes conducted

9

22

10

13

9

0

5

10

15

20

25

Yadgir Gulbarga Kolar Mysore DharwadDistricts

No

. o

f P

rog

ram

me

s

The above graph shows the number of Training programmes conducted by the

District Training Institutes in the respective districts under the Sakala Training

programme. Gulbarga DTI is also in charge of conducting the training

programmes in Yadgir district which is a newly created district. All these training

programmes are as per the approval given by the Administrative Training

Institute. Lists of departments that have been covered in the training programmes

are given in the following Table.

Departments Covered in the Training

Revenue

Health

Ayush Drug Control

Education

RDPR

Women and Child Development

Urban Development

Transport

Urban Department

Labour

Food and Civil Supplies

32

Invitation to the participants

The invitation to the training programmes was limited to 40 per batch and the

funds had been released to the DTIs based on this figure. The nomination letter

was sent to the parts in many of the districts almost 3 weeks in advance. It was

also observed during the field visits that the Deputy Commissioners of the

respective districts had evinced keen interest in the training programme and were

personally monitoring the programmes.

Training programmes - Attendance

The Sakala Training Programme received good response from most of the

departments. The percentage of attendance in the training programmes was on

the average nearly 86 per cent across the districts. The district-wise details of the

attendance are shown in the following graph.

Percentage of Attendance in the Training Programmes

9283

105

89

63

0

20

40

60

80

100

120

Yadgir Gulbarga Kolar Mysore Dharwad

Districts

Perc

en

tag

e

It has to be pointed out that the list of participants to the training programmes was

drawn based on the number of sanctioned posts in those departments. However,

it was observed that the posts were vacant in number of departments and in-

charge arrangements had been made. Thus the number of invitees to the training

programme had to be reduced. Also in many of the departments the staff could

not be sent to the training programmes due to other important works in the

department. Hence the DTIs had made arrangements to conduct additional

batches of training programmes for those who could not participate in the earlier

programmes.

33

The following graph shows the distribution of the participants in the Sakala

Training programmes across caste and gender.

Distribution of participants across Caste and Gender

0

10

20

30

40

50

60

70

80

90


Districts

Perc

en

tag

e

SC/ST Others Women

Expenditure on the Training Programmes

Administrative Training Institute had released funds to the DTIs at Rs.130*40

participants *2days for conducting the Training Programmes. It was observed that

the funds for the Sakala Training Programme had been released well in advance.

Out of the total funds received for the training programme the average

expenditure incurred was 67 per cent of the total funds received with variations in

expenditure across the DTIs as shown in the following Graph.

Expenditure on SAKALA Training Programmes as a percentage of

Total Funds Released

41

97

8273

42

0

20

40

60

80

100

120

Yadgir Gulbarga Kolar Mysore Dharw ad

Districts

Perc

en

tag

e

34

The above expenditure had been incurred broadly under different heads with

majority of the expenditure being incurred on Boarding and Lodging. There

seems to be communication gap between ATI and DTIs in the release of funds

under different budget heads. The Budget had been prepared by ATI taking into

account all the expenditure heads and it was worked out at Rs.130 per participant

per head. This amount is similar to the regular training that DTIs conduct for

others which includes boarding and lodging for the participants. This was

misunderstood by some DTIs since in the Sakala training programme, the

participants were not provided any accommodation. There is a need to clear this

misunderstanding. Further during the discussions with the Principals of DTIs it

was pointed out that there is a restriction on payment of Honorarium to the Guest

Speakers because of which they are finding it difficult to get Guest Speakers. The

issue was discussed with the Course Coordinator who also insisted that all those

who had undergone ToT are not eligible to get Honorarium. Specific

recommendation to this effect would be discussed later in this section.

Expenditure on SAKALA Training Programmes

0

10

20

30

40

50

60

70

80


Districts

Perc

en

tag

e

Honorarium Boarding and Lodging Stationery Miscellaneous

ATI releases funds to the DTIs under the following budget heads:

1. Honorarium to Resource Persons

2. Travel Expenses for Resource Persons

3. Boarding and Lodging Expenses for Participants and Resource Persons

4. Stationary Expenses

5. Miscellaneous Expenses

35

However as pointed out earlier, there seems to be some confusion prevailing in

incurring expenditure under the above heads. This needs to be clarified to the

DTIs in the future rounds of Training programmes.

Report on the Training Programmes

The Training Reports had been prepared in all the districts for each of the

trainings conducted under Sakala. Broadly these reports documented the training

process and the evaluation of reports of the participants and consolidated reports

of these evaluations was not made available to the study team during the visits to

the districts. It was observed that the trainees had given various suggestions for

improving the logistics of the training programme and the same had been carried

out.

It was observed from these reports that there were number of suggestions from

the trainees with regard to improving the training programmes. These were

related to conducting the department specific training programmes since in few

cases departments were clubbed together, inviting the guest speakers from the

same departments instead of other departments – this has been suggested

especially for working out the workflow charts and for discussing the department

specific problems in the implementation of the Sakala programme, providing

more time for Sakala initiative by reducing the sessions allotted to discuss issues

related to the service delivery mechanisms initiated earlier etc.

However two observations need to be made on the Evaluation Reports that are

prepared by DTIs. Firstly, it was observed that DTIs have been using different

yardsticks for evaluation of the training programme by participants – in some

districts the participants were evaluating the sessions and the lectures on a scale

of 1 to 3 while in some other districts they were evaluating on a scale of 1 to 4.

There needs to be uniformity in the evaluation by participants. Secondly it was

observed that a consolidated evaluation report on each phase of the training

programmes had not been prepared both by DTIs as well as ATI. There is a need

to look into these specific issues.

36

Feedback on the Training Programme

The general feedback of the trainees for the programmes is very good. However

they have also pointed out that the trainees are not provided with sufficient

reading material during the training programmes except the copy of the KGSC

Act in Kannada. They suggested that more reading materials on issues relating

the service delivery mechanisms be provided to the participants along with other

handbooks relevant to implementation of Sakala. It has been noticed that the

issue related to the reading materials has been sorted out with the printing of

these materials by the ATI. Also the workflow chart exercise would be much more

effective only if the Resource Person is from the same department. Another

suggestion was related to providing related Government Orders with respect to

the services included under the Sakala. However the participants suggested that

this is an issue that has to be addressed by the respective departments.

The common observation from many trainees was that the training was very

effective, given confidence to implement Sakala and training could have been

extended to 3-4 days perhaps taking computer training also in to account. The 2

days module was by and large accepted as adequate. The activity part working

on the work-flow process has enabled them to understand how they can achieve

the timelines fixed by Sakala. It appears that there are gaps in few departments’

software and their integration with Sakala.

Future Training Plan

ATI has taken up 15 Programmes under SAKAL – Phase-II covering additional 8

departments during January - February, 2013. ATI has already completed first

round of training for the DPAR, BDA, Housing Board and Slum Development

Board. These training Programmes are being arranged in Bangalore so as to

ensure better attendance and effectiveness. Remaining Programmes will be held

at ATI.

The DTIs have been directed to take up Sakala Phase-II training Programmes for

the cutting edge functionaries during coming months. The uncovered staff from

other departments may also be covered during the 2nd Phase. It is expected that

all training would be completed (for new departments) before March 2013.

37

Conclusions and Way Forward

The training programme conducted by the Administrative Training Institute and

the District Training Institutes in the state has made a significant impact

especially with the cutting edge functionaries. The study team had wide ranging

discussions with the Trainees and also the DTI staff to get the feedback on the

training programmes and to assess how effectively the training programme has

been implemented. The overall feedback along with specific recommendations

has been given here.

The preparatory exercises undertaken by the ATI prior to rolling out the

training programme provided good platform to design an effective training

programme. Few among them needs to be highlighted – the consultative

process adopted to design the programme, the involvement of experts

from FICCI to prepare the training manual.

The response to the training programmes both in ATI and DTIs has been

good. It has been noticed that few departments have not shown interest

either in participating in the training programmes or deputing the staff. It is

recommended that the issue is addressed through discussions with

the Senior Officers in the Department. However number of instances

was also noticed by the Study Team in many of the districts where the

district administration was actively involved with the DTIs in providing

effective training programmes.

There was some difficulty in getting the actual number of participants who

should have participated in the training programmes in the districts. This

information was not provided by the departments concerned. This was due

to the fact that in many departments staffs were holding additional charge

or in-charge or they were on deputation to other places and the

departments could not provide the exact number of officials working in the

department.

The major problem faced by the DTIs during the Training programme was

the non availability of the Resource Persons who had undergone Training

of Trainers (ToT) programme. This was due to instructions given to them

38

that those who had undergone ToT are not eligible for Honorarium. The

officials from various departments (who were to act as Resource Persons

for the Training programme) who had undergone ToT did not participate

during the training programme. Subsequently the study team had a

discussion with the Director General and the DTIs have been informed to

make payment of honorarium as per the rules of ATI.

The Principals of DTIs had been invited for the ToT. In the absence of non

availability of the trained resource persons other faculty members of DTIs

had to take sessions during the training programmes. It is suggested that

in future at least 2 or 3 representatives from the DTIs be invited for

the ToT for various training programmes.

The response to the training programmes in most of the districts was

excellent with the Trainees pointing out that this has helped in bringing

attitudinal changes in their work culture. Sakala itself aiming at improving

the service delivery mechanisms in the government departments the

officials had to adjust to the changed work culture. The trainees pointed

out that the training programme has helped them in understanding the

procedures and accustomed to addressing the issues.

The Resource Persons during the training programmes in few cases were

from different departments and were not in a position to address problems

related to the particular department. It is suggested Trained Officers

from the same department should handle training in the Training

Programmes as Resource Persons. This problem could be addressed in

the future training programmes.

A major problem that was pointed out to the study team regarding

implementing Sakala in many departments was shortage of man power

and also the fluctuating electricity in rural areas that come in the way of

effective implementation of the scheme. Similar problems have been

provided in the feedback to the training programmes conducted by the ATI

and DTIs. The problems faced by the implementing officers of Sakala

should be brought to the notice of the Sakala Mission Office.

39

The respondents also pointed out the difficulties regarding rendering

certain services under Sakala especially those related to community based

services since there is no clarity on these issues and the respective

departments have not made sufficient attempts to address them. They

suggested that the services included by the departments should be

studied in detail again and corrective measures be taken. The Study

Team recommends that the department specific problems are

brought to the notice of the departments concerned for further follow

up action.

The training programmes conducted under Sakala are more general in

nature and efforts should be made to provide department specific training

so that the programmes become more effective. As pointed out earlier the

district level officers from the same departments should act as Resource

Persons for the training programmes and they should suggest ways of

tackling any problems in the implementation of the programme.

The focus of the training programme was appreciated by the Trainees in

all the districts. However they also pointed out few areas where minor

modifications should be incorporated in the future training programmes.

The sessions on Public Service Delivery mechanisms, Sevottam and

Citizen Charters could be discussed in one session. The focus should be

more on the Sakala Act and Sakala Rules. Also the participants suggested

that in the future training programmes one session should be there to

discuss the lessons learnt in implementing Sakala in the respective

departments and how problem areas if any can be rectified. It is

suggested that the Training Schedule is suitably modified to

incorporate more sessions on Sakala Rules and its implementation.

The possibility of extending the training programme by one more day

to include the session on implementation of Sakala is worth

considering.

Monitoring and Evaluation of the training programmes is one area that

needs immediate attention. There is a need to have a common format for

evaluation of the training programme by the participants for all training

programmes. The same is to be used by the District Training Institutes.

40

The study team suggests a common format for evaluation of the

Training programmes conducted by ATI, a copy of the same is

enclosed in Annexure 6 for consideration. Further it is suggested that

consolidated Training Reports based on the Feedback from the

participants be prepared after all the batches of the Training

programmes are over.

Another area that needs to be strengthened for effective implementation of

the training programmes is proper documentation of all the activities

including the data on the training programmes. It was observed that the

consolidation of the data was not done after the training programmes. In

order to ensure that proper documentation, monitoring and

evaluation of all the training programmes, a separate Centre for

Documentation, Monitoring and Evaluation is set up in the ATI with a

mandate to document, monitor and evaluate all training programmes

conducted by ATI and DTIs.

Sakala Training specific Recommendations

Training of Trainers: The study team noticed that at the District Training

Institutes the faculty members who had not undergone ToT were handling the

technical sessions in Sakala Training programme. In order to make the

programme more successful it is suggested apart from the Principal of DTI, two

other faculty members are included in the future ToTs. Two more additional

batches of ToTs can be conducted for the DTI Staff before the future Sakala

Training Programmes are held.

Department specific Training: In the earlier rounds of Sakala Training

programmes trainees from different departments had been invited to participate

in the programme. In order to ensure better interaction among the participants

and improved understanding of the issues specific to the departments concerned,

it is recommended that participants belonging to a single department be invited

for each of the training programmes.

41

Expert Resource Persons: In the earlier rounds of the Sakala Training

Programmes, a major problem that was noticed was the non availability of Expert

Resource Persons from different departments, who had undergone ToT, to

handle technical sessions. The training would be more successful if the senior

district level officer is available as the Expert Resource Person for sessions

addressing department specific issues. It is suggested that steps be initiated to

address this issue.

Training Schedule: There is a need to bring in some modifications in the

existing Sakala Training Schedule. The schedule is suitable for the District and

Taluk level officers of various departments. For the grassroots level officials at

the Village or Hobli level, more information on the Sakala rules and its

implementation needs to be provided. It is recommended that this issue is

addressed in the future training programmes.

Training/Reading materials: In the earlier rounds of the Sakala Training

programmes, the participants of the Training were provided with only a copy of

the Act as training material. During the study team interaction with the trainees

there was a demand for providing the participants with simplified version of the

act and rules and also reading materials for addressing the problems in the

implementation of the Sakala programme. Recently separate handbooks have

been prepared for the purpose and it is recommended that the participants be

provided with these reading materials.

43

ANNEXURES

45

Annexure 1

ToT Report on SAKALA

Day One:

Four days Training of trainers (ToT) Karnataka Guarantee of Services to Citizens

– SAKALA was organized from 14th May to 17th May 2012 for the senior officials

of Zilla and Taluk panchayat officials under Rural Development and Panchayat

Raj Department. This ToT was organized in the backdrop of the government’s

direction that all the district and Taluk officials of 11 departments enlisted under

Sakala are to be sensitized on the provisions of KGS act and rules as master

trainers. Upon ToT these master trainers will further be able to lead training in

their respective districts. As per the directive of the government, Deputy

Secretary of ZP is the nodal person for all training activities within the district.

There were 35 participants comprising Deputy Secretaries, Executive Officers

and Principal of DTI too.

Course Coordinator Yoganath Singh formally welcomed all the participants and

elicited the expectations of the participants about the ToT and brief overview of 4

days ToT was given to participants.

Followed by this exercise, Sri. Munish Mudgil, Additional Mission Director, Sakala

led the interactive session. In his interactive session, he shared the views of

government and elicited the field problems being faced by the officers since the

launch of Sakala. Session. In his interactive session he emphasized that in each

district one IT consultant has been placed to address any teething problems

related to software. The role of consultants to visit respective office at least once

a weak. He stressed upon to stabilize the enlisted services and in the web site

Sakala and Non Sakala will also be hosted and over a period service after

service will be added up. Recently RTI has been brought under SAKALA, thus

number of services enlisted rose to 152.

Shivashankar led the session on public service and customer orientation. Scope

of training was explained and training for functionaries to start from July. The

46

Deficient service is to be everywhere leading to anarchy which in a way leads to

resentment among public. People with quality conscious are dwindling. Service to

become first priority to earn goodwill of community. Explained distinct difference

between customer and citizen from the perspective of availing services. As public

servants it is the bound and duty to ensure, time has come to regain the good will

of the public through Sakala.

Course Coordinator Sri. Yoganath Singh led the session fundamentals of training

why and what it should contain and how to present, design of training and

Systematic approach to training was dealt. The entire exercise was dealt on

participatory mode. It was also emphasized on Steps involved in learning unit and

its components, parameters involved in Design presentation and how to frame

objectives. Session was concluded with reference to citizen charter initiatives in

Public services.

Day Two:

It was started with the recap of day one deliberations. It was emphasized that

earlier reforms. Among the participants 4 groups were formed. Each group was

assigned to dwell upon on studying the sections and rules under SAKALA.

Groups made presentation, where in participants sought lot of clarifications from

Director.

Director Sri Ashraful Hassan apprised on attitude and mindset of officials and

emphasised on accountability from top to bottom. Made presentation titled as

Attitude and requested to cultivate CAN DO attitude.

Director General, Dr.Amita Prasad held interaction with fellow participants.

Director General emphasized on need for quality management and citizen

charter. To the deficiencies especially to water supply, Director General said,

Notification will be issued detailing what is Major repair and Minor repair. Director

General stressed Sakala is not a programme but it is an act, wherein whatever

has been stated with regard to services it is binding on the concerned to ensure

timely service. Soon Zilla Panchayat to appoint IT consultant. Director General

expressed serious concern on the rampant Khata Changes at GP level. She

47

instructed all the officers to inculcate habit of reading all the relevant circulars to

be read during the meeting.

e-Learning module will be developed keeping clientele group in to consideration.

training on software of Sakala for people at the cutting edge is vital. MIS

co-ordinators are to be taken only through manpower agency only and stressed

upon GP inspection by EOs. In the recent days innovations are lacking, there is

ample scope under Sakala, NREGS and stressed upon on Accountability, people

expectation, Roles and responsibilities workflow. All data have to be

computerized; Change of attitude is the need of the hour. Example of Raichur

was quoted where in all resource have been mapped. Since Panchatantra is the

vehicle for R & PR it is imperative to update the information.

Prof. Raghunath Reddy led the session on communication skills. In his

presentation how communication is linked to success of an organization. It was

emphasized on different facets of communication and it was conclude d with a

saying that any skill can be acquired by practice.

Day Three:

Among participants group work was assigned to draw the workflow for the

services enlisted under SAKALA. It was stressed upon that time set aside for

according building license is 60 days, which may be brought down to 15 days

after due amendment to panchayat raj act.

IT solutions for governance of SAKALA – this session was led by Sri.

Balachandra, Principal System Analyst and Srinivasan T director NIC & Project

Coordinator, Sakala.

Zilla Panchayat President chaired the workshop. Deputy Commissioner of

Gulbarga was the chief guest of the inaugural function. In his inaugural address

Deputy Commissioner highlighted the importance of the act and compulsions to

enforce on the employees by government, as people have been made run

around from pillar to post for petty works, which otherwise is obligatory on the

part of government officials to ensure quality services. He did mention that

48

officials have to take note of the penalty clause for deficient service. It was also

mentioned that this is high time we need to embarrass technology for better

productivity. However in the parts of Hyderabad and Karnataka region, huge

vacancies of the officials both at the lower rank as well at higher rank has

become a matter of great concern. This might be seen as an impediment in

effective delivery of services. Chief Executive officer, Deputy Secretary and Chief

Planning Officers of Gulbarga Zilla Panchayat were part of the inaugural function.

President Zilla Panchayat gave presidential address and appealed to all the

officials to take earnest interest in the effective implementation of the act, which

in a way will pave way for instilling confidence with the public in ensuring basic

services.

Technical session was facilitated by G.M Sarveswara, faculty ATI, Mysore and

K.S. Manoj Kumar, Faculty, ANSSIRD, Mysore. Methodology that was followed

during the workshop includes:

Lecture cum discussion

Subject Experts interaction

Film show

Question and answers

Quiz

Group work

Session was started with ice breaking. Followed by this inputs on quality

management, Sevottam and short film related to Sevottam was screened.

Interaction on Sevottam film was held with participants. Thereafter importance of

citizen charter, citizen grievances and government services was explained with

a linkage to overview on KGSC act 2011 and KGSC rules. In the afternoon

session two groups were formed and each group was assigned to device two

work flow for the services that are enlisted in the act. Accordingly work flow

drawn for the 4 services are annexed. Groups made presentation and it was fine

tuned by fellow participants.

49

NIC officer made presentation on software part of KGSC. Demonstration was

made on how to generate the unique acknowledgement on the receipt of

application by the public and further flow to further levels was appraised. He also

mentioned that RTO and Commercial departments operate through on line;

accordingly services are automatically embedded in to the software of KGSC. He

requested all the participants to create separate account in the software.

Lastly brief presentation on stress and time management was carried out with

focus on how to contain the stress and adhering to time schedule, proper

planning was also apprised. Workshop was concluded with feedback from the

participants. In Gulbarga 85 participants had participated and evaluation is

annexed.

Feedback from Participants of Gulbarga

Requisite Man power to be ensured

Training should not be in the fag end of the financial year

It is suggested that similar type of training to be imparted for council

members

There has to be relaxation in the unavoidable circumstances.

All Officials are to be given responsibility

Intensive training at GP level for better implementation

Periodical training

For the services rendered the costs for the services should also be

borne by the applicants.

Report on workshop on KGSC Act 2011

50

Annexure 2

Report on workshop on KGSC Act 2011

Day One:

Two day workshop on Karnataka Guarantee of Services to Citizens was

organized on 16th March 2012 for the officials of Yadgir. This workshop was

organized in the backdrop of the government’s direction that all the district and

Taluk officials of 11 departments are to be sensitized on the provisions of KGS

act and rules. Though originally the workshop was scheduled for two days, it was

restricted to 16th only by stretching the session to late evening hours, as most of

the officers were involved in PU examination work and also were busy in

complying with the issues concerning the financial year end. 86 officers and staff

of 11 key departments had participated during the workshop.

Deputy Commissioner of Yadgir was the chief Guest of the inaugural function. In

her inaugural address Deputy Commissioner highlighted the significance of the

act. Since expectations of public are more, and there is negative perception

about the employees that they are not functioning. Whatever is bad in

governance is quite often attributed to employees by the public. Time has come

to prove the efficiency of employees. She was of the opinion that public are

clueless regarding disposal of their grievance. Time bound services,

accountability and timely action are lacking. Through this act, it is mandatory that

employees have to act in a definite time frame and also accessibility of officers is

major feature leading to spurt in confidence level. Question of time bound

delivery is possible only when servants are accessible to public in their work

place and results in ease of pressure to public more so with Village accountants,

PDOs and Doctors.

Right to services is quite technical one. There is no room for manipulation. Entire

modus of operandi is through computer and which is accessible to all on the

status of disposal of grievances. Publicity is vital. She appealed to all the

departmental officers to bring in citizen charter first which goes a long way is

ushering the confidence of the public.

51

Chief Executive officer, Zilla Panchayat mentioned that this workshop is

organized to sensitize officials and it gives time bound services to citizens. He

apprised as per section 3 of the act to display details of services offered in notice

board, services enlisted under the act and also checklist are to be displayed,

which makes public also to avail services timely with right kind of supportive

documents. He requested all the officials to be very serious henceforth, failing

which as per act there is penalty for deficiency of service. Deputy Secretary and

Chief Planning Officers of Gulbarga Zilla Panchayat were part of the inaugural

function.

Technical session was facilitated by G.M Sarveswara, faculty ATI, Mysore and

K.S. Manoj Kumar, faculty, ANSSIRD, Mysore. Methodology that was followed

during the workshop includes:

Lecture cum discussion

Subject Experts interaction

Film show

Question and answers

Quiz

Group work

Session was started with ice breaking. Followed by this inputs on quality

management, Sevottam and short film related to Sevottam was screened.

Interaction on Sevottam film was held with participants. Thereafter importance of

citizen charter, citizen grievances and government services was explained with

a linkage to overview on KGSC act 2011 and KGSC rules. In the afternoon

session two groups were formed and each group was assigned to device two

workflow for the services that are enlisted in the act. Accordingly workflow drawn

for the 4 services are annexed. Groups made presentation and it was fine tuned

by fellow participants. It is interesting to note that in Labour department for the

issue of ID cards, time line fixed is 15 days, however it is been ensured in 10

days. It was suggested still this can be speeded up with computerization. It was

suggested that time fixed for repairs of water supply is not sufficient; it may be

extended to 6 days from the existing 3 days.

52

NIC officer made presentation on software part of KGSC. Demonstration was

made on how to generate the unique acknowledgement on the receipt of

application by public and the flow to further levels was apprised through the

demonstration. He also mentioned that RTO and Commercial departments

operate through on line; accordingly enlisted service automatically is embedded

in to the software of KGSC. He requested all the participants to make separate

account in the software.

Lastly brief presentation of stress and time management was carried out, with

focus on how to contain the stress and adhering to time schedule, proper

planning was apprised. This session was handled by Sri. Swaminathan,

renowned personality development expert, from Bombay. Workshop was

concluded with feedback from the participants.

Feedback from Participants of Yadgir

Public awareness is vital to make use of this programme.

Most of the departments do not have computer operators and the

systems. It is necessary to fill this gap.

Vacant post to be filled up

If better man power provided, better services can be delivered.

Correct workflow and time taken for the individual steps should be

reviewed and finalised by the Head of the department.

Department wise training is proposed.

53

Annexure 3

Frequently Asked Questions

What is the Guarantee of Services to Citizens Act?

It is an Act passed, unanimously by the Karnataka State Legislature in December

2011, to provide guarantee of services to citizens in the State of Karnataka within

the stipulated time limit for citizen related services as mentioned in the schedule.

How does it help me?

This Act will help you to avail the citizen related services mentioned in the Act

within the stipulated time. Whenever the request for the service is made, you

shall receive a receipt an acknowledgement slip with GSC number. This ensures

that your request for service shall be processed within the specified days. With

the help of the GSC number, you can monitor the status of your application on

this web-site. You can also check the status of your application by sending an

SMS from your mobile phone. In case if your application is rejected or if the

service is not provided within the stipulated time, you may file an appeal to the

next officer for redressal of your grievance.

What will I get on this website?

In the GSC website, i.e. www.kgsc.kar.nic.in, you can get information on the GSC

Act, about the departments, the services offered by each of these departments

and the forms and procedure involved to request the service. You can track the

status of your service request with the help of the GSC number provided to you at

the time of submission of your request.

Who is the Competent Officer?

The ‘Competent officer’ is an officer appointed by the Government who shall be

empowered to redress the grievance in the service and to impose compensatory

cost on the public servant defaulting or delaying the delivery of service. The

Competent officer shall have the power to hear appeal against the orders passed

by any designated officer.

http://www.kgsc.kar.nic.in/

54

Who is the appellate authority?

The ‘Appellate Authority’ means an officer appointed by the Government who is

empowered with the power to hear appeal against the orders passed by any

competent officer.

What should I do if I do not get the services listed in the Act within the

stipulated time?

If there is a delay or default in delivering any of the services or rejection of the

service, then you may file an appeal to the competent officer within the specified

time limit, against the acknowledgement received by you at the time of submitting

the application. The competent officer will hear the appeal and redress your

grievance within the specified time. You can claim the compensatory cost from

the competent officer for failure to deliver the service within the stipulated time.

The designated officer shall be liable to pay the compensatory cost, out of his

salary.

What is the compensatory cost?

In case of any delay or default in delivering the service, you can seek a

compensatory cost at the rate of twenty rupees per day for the period of delay

subject to a maximum of five hundred rupees per application, in aggregate from

the designated officer.

What can I do if my service request is rejected by the designated officer?

If your service request is rejected by the designated officer and if you are not

convinced by the reasons given by the designated officer for the rejection, then

you may file an appeal to the competent officer within the specified time limit from

the date of rejection of application.

How do I come to know that my service is processed?

On processing your service request you will be informed through an SMS to your

mobile phone. You can also track the status of your service request through this

website or by sending SMS.

55

What is the use of Acknowledgement slip or GSC number of the service?

At the time of submission of your service request to the designated officer, you

will receive an acknowledgement with a GSC number. This guarantees that your

service request is processed within the specified time limit. You can track the

status of your application online using this web-site. You can also check the

status of your application by sending an SMS from your mobile phone in the

prescribed format.

How and where can I appeal against the service?

If you are not convinced by the decision of the designated officer then you may

file an appeal to the competent officer within 30 days from the date when the

decision was taken. In case you disagree with the order of the competent officer,

you can submit the appeal directly to the appellate authority as a second appeal

within 30 days from the date on which the decision was made.

What is the procedure to get my service delivered?

The procedure to avail the service varies from service to service, so for details on

the procedure to avail the service, click on the Forms and Procedure option

available in the main page of this website and select the Department and the

Service for which you intend to view the procedure. The procedure for availing

the service will be displayed.

What are the documents to be attached or fees to be paid to get my service

delivered?

The documents to be attached or the fee to be paid varies from service to

service. So far as information on the documents to be attached and the fees to be

paid for each service, check on the web-site ‘Service and Procedure’ option.

56

Annexure 4

Training Calendar for SAKALA-Phase-II for DOs/COs & AAs of 10 Departments at ATI Mysore

(From July to Dec 2012)

Sl. No. Name of the Training Programs Scheduled Dates

1. 1 Effective Implementation of Sakala 26/07/2012

27/07/2012


27/07/2012


31/07/2012


31/07/2012

5. Effective Implementation of Sakala 02/08/2012

03/08/2012


03/08/2012


17/08/2012


17/08/2012


22/08/2012


22/08/2012


04/09/2012


04/09/2012


14/09/2012


14/09/2012


21/09/2012


21/09/2012


25/09/2012


25/09/2012


28/09/2012


28/09/2012

57

Sl. No. Name of the Training Programs Scheduled Dates


04/10/2012


04/10/2012


09/10/2012


09/10/2012


17/10/2012


17/10/2012


06/11/2012


06/11/2012


16/11/2012


16/11/2012


20/11/2012


20/11/2012


27/11/2012


27/11/2012


04/12/2012


04/12/2012


11/12/2012


11/12/2012


27/12/2012


27/12/2012

58

Abstract of Programs: Faculty-wise/Month-wise

Nos Name of the Faculty July Aug Sept Oct Nov Dec Total

1 Sri KM Prasad 1 - 1 1 2 3 8

2 Sri AC Diwakar - 1 1 1 - - 3

3 Sri GM Sarweshwara - 1 1 1 2 - 5

4 Sri R Kumar - 2 1 1 - - 4

5 Sri BK Manjunath/HPS - 1 1 - - - 2

6 Sri Yoganath Singh 1 - 1 2

7 Sri C Ashok 1 1 1 1 2 2 8

8 Sri Manoj Kumar 1 - 2 1 2 6

9 Sri HP Shiva Shankar - - 1 - - 1 2

Total 04 06 10 06 08 06 40

59

Faculty wise & Department wise Programs

No. Departments Coordinating

Faculty & Depts. Assigned

No of Officers to be covered ToTs

No. of Batches

DOs COs AAs Total

1 Transport Department

HP Shiva Shankar 86 43 110 140 23 2

2 Rural Development & PR

Manoj Kumar PDOs 176 176 352 57 6

3 Health & FWS KM.Prasad 236* 95 300 395 33 8

4 Municipal Administration & ULBs

B.Yoganath Singh 20 25 50 95 29 2

5 Commercial Tax Dept

R.Kumar 30 17 25 55 30 1

6 Education A.C.Diwakar 60 34 65 159 41 3

7 Labour B.K.Manjunath 75 23 30 128 25 2

8 Revenue C.Ashok 326 NA 371 401 22 8

9 Women & Child Dev

GM. Sarveshwara 206 30 30 266 20 5

10 Food & Civil Supplies

R.Kumar 60 181 41 282 00 3

DTIs 22

Total 1099 624 1198 2273 302 40

Note

1. The number of officers being invited for each department as shown above is based

on the Sakala Act Schedule: However, the respective nodal faculty may obtain actual

number of DOs/COs/AAs from the respective departments contacting the department

Sakala Nodal Officers and number of batches can be worked out.

2. All those officers who have received their ToTs need not attend the Training. The 2

Day Module/Schedule to be adopted is enclosed.

3. The respective Nodal Faculty attached to the departments are responsible for making

all arrangements as per routine training activities right from getting nominations till

completion of the program. The list of common Resource Persons who can be invited

may be obtained from the Sakala Coordinator.

4. The Course Assistants attached to the Faculty are to be drafted for the respective

Sakala Programs as per the list. The roles & responsibilities of Faculty & Course

Asst. pertaining to the Sakala is as per the prevailing practices of the Institutes.

5. The PDOs in GPs & Non Gazetted DOs in ULBs will be trained at the Dist level in

DTIs. Hence they need not be called to ATI. Only Gazetted DOs/COs & AAs be

invited to ATI.

60

Annexure 5

Monthly Monitoring Report on Decentralized CB Training for Cutting Edge Functionaries implementing SAKAL – Phase-III

(Report by the Principals of DTIs for each Month on the last day of the Month)

1 District & Reporting Month

2 No of Trainings as per Action Plan

Department Covered :- - - - - - - -

During the Month Cumulative:

3 Category of employees identified for Trg.

DOs others Total Cum Total

3.a No of Employees attended Trg.

3.b Date of Trg - - - - - - - Batch-1

3.c Date of Trg - - - - - - - Batch-2

3.d Date of Trg - - - - - Batch-3

4 Cumulative Number

(Up to the Reporting Month)

5 Total Release:

6 Expenditure incurred for the current Month

7 Cumulative Expenditure

(Up to the Reporting Month)

8 Feedback & Experience

Difficulties faced by the officers in implementation of SAKALA

a

b

c

9 Suggestions for improvements or Innovations suggested for better implementation of SAKAL Services in the department (Including IT)

a

b

c

61

Annexure 6

Suggested format for Participants’ Evaluation of

Training Programmes 1. Personal Information

Sl. No. Details

1 Name

2 Present Designation

3 Name of the Department

4 Qualification

4 Postal Address

5 Telephone

2. Preparatory Data

a. Intimation regarding the course well in advance Yes / No

b. If yes, how many days in advance _______

c. Did you face any problems in deputation to the Training Yes / No

d. Whether the reading materials were given to you in time Yes / No 3. Previous Training Attended

Sl. No. Name of the Course Period Institution and

Place

1

2

3

4

5

. 4. Feedback on the Training Programme

a. Was the framed objective of the Course fulfilled? Yes No Little Can’t say

b. How do you rate the importance of the reading materials given? Excellent Good Satisfactory Average

c. Subjects incorporated into the Training Programme Excellent Good Satisfactory Average

d. Accommodation facilities provided during the training programme Excellent Good Satisfactory Average

e. Quality of the food provided during the Training programme Excellent Good Satisfactory Average

f. Interaction of the Course Coordinators with the participants Excellent Good Satisfactory Average

62

g. Understanding of the subject before the Training Programme Good Average Poor

h. Understanding of the Subject after the Training Programme Very Good Good Average No change

i. Will the Training Programme help in your work Yes No

j. If no, give reasons i. ii. iii. iv v

k. Lessons learnt from the Training programme i.

ii. iii. iv

l. Did the field visit help you in better understanding of the subject Yes No

m. Did you feel the training was too theoretical? Yes No

n. In your opinion, what are the additional topics to be covered in the Training? i.

ii. iii. iv v

o. Do you think that there is need for new / additional training programmes Yes No

p. What are the areas where the additional training is required i.

ii. iii. iv v

q. Are you satisfied with the overall Training schedule Yes No

r. Are you satisfied with the overall course coordination Yes No

s. If no, list the comments i.

ii. iii. iv

63

5. Is this programme directly related to your Profession? Give your opinion on the objectives of the training programme.

6. Any suggestions to improve the Course Quality 7. Evaluation of the Training Programme (on a scale of 1 to 4)

Session No.

Subject Resource

Person Excellent Good Satisfactory Average

8. Suggestions on the topics covered by the Resource Person

Session No.

Subject Resource

Person

Suggestions (include the nature of topics to be covered, better handling of the sessions

with details)

64

Annexure 7

Training Manual on

Karnataka Services to Citizens Act, 2011

For Trainers from Implementing Departments

Manual Prepared By

FICCI Quality Forum

65

TABLE OF CONTENTS

INTRODUCTION TO KGSCA, 2011 ..................................................................................................... 65

PERFORMANCE COMPARISON OF IMPLEMENTATION: MARCH - APRIL, 2012 ............................ 68

DEPARTMENT WISE ................................................................................................................................ 68 LOCATION WISE ..................................................................................................................................... 69

PURPOSE OF THIS TRAINING ............................................................................................................ 69

MATERIAL INCLUDED IN THIS MANUAL ........................................................................................... 69

MATERIAL FOR DISTRIBUTION TO PARTICIPANTS ............................................................................ 70

FACILITIES REQUIRED FOR THIS TRAINING ....................................................................................... 71

COURSE CONTENT AND SCHEDULE .................................................................................................. 71

DAY-1 .................................................................................................................................................. 71 DAY-2 .................................................................................................................................................. 72

GENERAL INSTRUCTIONS ................................................................................................................. 72

A DAY BEFORE THE TRAINING .................................................................................................................... 72 JUST BEFORE REGISTRATION STARTS ........................................................................................................... 73 DO’S AND DON’TS DURING TRAINING ......................................................................................................... 73 POST TRAINING ACTIVITIES: ...................................................................................................................... 74

REGISTRATION ................................................................................................................................. 74

PREPARATIONS FOR REGISTRATION ............................................................................................................ 74 ACTIVITIES FOR REGISTRATION DESK ........................................................................................................... 74 FORMAT FOR REGISTRATION ..................................................................................................................... 75

SESSION GUIDANCE ......................................................................................................................... 75

INTRODUCTION ................................................................................................................................ 75

PREPARATION FOR INTRODUCTORY SESSION ................................................................................................ 75 POINTS TO BE COVERED:........................................................................................................................... 75 MATERIAL TO BE USED ............................................................................................................................. 76

SHORT FILM ON SEVOTTAM ............................................................................................................. 76

PREPARATION FOR SHOWING THE FILM ....................................................................................................... 76 MATERIAL TO BE USED ............................................................................................................................. 76

RECENT DEVELOPMENTS RELATED TO GOVERNMENT FUNCTIONING .............................................. 76

TOPICS COVERED: ................................................................................................................................... 76 LEARNING OBJECTIVE .............................................................................................................................. 76 MATERIAL TO BE USED ............................................................................................................................. 77

CONCEPT OF SERVICE QUALITY AND SEVOTTAM ............................................................................. 77

TOPICS COVERED: ................................................................................................................................... 77 LEARNING OBJECTIVE .............................................................................................................................. 77 MATERIAL TO BE USED ............................................................................................................................. 78

EXAMPLES OF EXCELLENT SERVICE DELIVERY ................................................................................... 78

1. ONE DAY GOVERNANCE – THE GUJARAT MODEL ................................................................................ 78 2. LOKVANI PROJECT – SITAPUR, UTTAR PRADESH .................................................................................. 80 3. E-SLA (ELECTRONIC SERVICE LEVEL AGREEMENT) PROJECT, DELHI GOVERNMENT..................................... 81

KGSCA 2011 ..................................................................................................................................... 82

TOPICS COVERED .................................................................................................................................... 82 LEARNING OBJECTIVE .............................................................................................................................. 82 MATERIAL TO BE USED ............................................................................................................................. 82

66

GROUP WORK .................................................................................................................................. 82

ACTIVITIES FOR BE DONE TO START THE GROUP WORK: ................................................................................... 82 INSTRUCTIONS FOR FACILITATING THE GROUP WORK ...................................................................................... 83 FACILITATOR CHECKLIST ........................................................................................................................... 83 TRAINING AIDS ....................................................................................................................................... 83 LEARNING OBJECTIVE .............................................................................................................................. 83 MATERIAL TO BE USED ............................................................................................................................. 84

SAMPLE WORKFLOWS/ PROCESSES FROM IMPLEMENTING DEPARTMENTS.................................... 84

1. REVENUE ..................................................................................................................................... 84 2. TRANSPORT .................................................................................................................................. 85 3. HEALTH AND FAMILY WELFARE ........................................................................................................ 85 4. FOOD AND CIVIL SUPPLIES ............................................................................................................... 86 5. URBAN DEVELOPMENT ................................................................................................................... 86 6. RURAL DEVELOPMENT AND PANCHAYATI RAJ ..................................................................................... 87

RECAP OF DAY 1............................................................................................................................... 88

TOPICS COVERED .................................................................................................................................... 88 LEARNING OBJECTIVE .............................................................................................................................. 88

KGSC RULES, 2012 ............................................................................................................................ 88

TOPICS COVERED .................................................................................................................................... 88 LEARNING OBJECTIVE .............................................................................................................................. 88

OVERVIEW OF APPEAL POWERS AND PROCEDURES UNDER THE KGSCA 2011 ................................. 89

QUIZ BASED ON KGSCA 2011 ........................................................................................................... 91

INSTRUCTIONS FOR CONDUCTING THE QUIZ .................................................................................................. 91 LEARNING OBJECTIVE .............................................................................................................................. 92

INNOVATIONS IN SERVICE DELIVERY MECHANISM .......................................................................... 92

SUMMARIZATION AND FEEDBACK ................................................................................................... 92

POINTS TO BE COVERED ............................................................................................................................ 92 INSTRUCTIONS FOR SUMMARIZATION.......................................................................................................... 92

CASE STUDIES OF FOUR DEPARTMENTS IN TWO DISTRICTS – BY IIM (BANGALORE) ........................ 93

PUTTUR DISTRICT.................................................................................................................................... 93 MANGALORE DISTRICT ............................................................................................................................. 96

ACKNOWLEDGEMENTS .................................................................................................................... 98

67

Introduction to KGSCA, 2011 Karnataka State Legislature in 2011 passed the Karnataka Guarantee of Services to Citizens Act (KGSCA) to provide guarantee of services to citizens in the State of Karnataka within a stipulated time limit for citizen related services. A comprehensive IT Solution enables the act by providing a transparent monitoring mechanism for the services requested by a citizen. Currently the Act covers 151 Services spread across 11 departments of Government of Karnataka. The Act mandates the delivery of these 151 services within a stipulated time.

Whenever the request for the service is made, the citizen receives an acknowledgement slip with a unique number called the Guarantee Services to Citizen (GSC) number. With the help of the GSC number, a citizen can monitor the status of his application on the web-site http://sakala.kar.nic.in. This system also has a mobile interface. Citizens can check the status of their application by sending an SMS from a mobile phone. In case the application is rejected or if the service is not provided within the stipulated time, citizens can file an appeal to the competent officer to redress their grievance. For use by large number of public who may be unable to use either the SMS mode or the website, a call centre is available to assist the citizens. The number of the call centre is 080-4455 4455.

In case of a delay or default in delivering any of the services or rejection of the service, then citizens can file an appeal to the competent officer within the specified time limit against the GSC number. The competent officer will hear the appeal and redress the grievance within the specified time. Citizens can claim the compensatory cost of Rs. 20 per day for the delayed period subject to a maximum of Rs. 500 from the designated officer who fails to deliver the service within the stipulated time. The designated officer shall be liable to pay the citizens the compensatory cost.

The pilot phase of Sakala was launched on the 1st of March 2012 in Aurad Taluk in Bidar district, Chitradurga Taluk in Chitradurga district, Puttur in Dakshina Kannada District and Dharwad Taluk in Dharwad District. At the launch function held at Jayanagar 4th Block, Bangalore the Chief Minister Shri. DV Sadananda Gowda invited a citizen to light the inauguration lamp. The caption, logo and name of the act were selected based on a campaign inviting citizens to send in their entries. The name Sakala, the logo below was selected with the caption highlighting that the services will be delivered on time. In this document the words KGSCA and Sakala are used interchangeably.

http://sakala.kar.nic.in/

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In addition to the four talukas, Bruhat Bangalore Mahanagara Palike (BBMP) is offering its services in the Jayanagar Ward Office in Bangalore South and the Commercial Taxes Department has rolled out Sakala across the entire state of Karnataka. A team has been constituted to assist in the implementation of this Act.

In order to enable the different departments roll out the services across the state, a detailed checklist along with multiple trainings from the Administrative Training Institute, Mysore enabled the individual departments. A media plan involving the All India Radio, Newspaper articles and Hoardings was adopted to create awareness amongst the citizens.

The state government has formed a Mission to assist in the implementation of this act. This Mission is led by Dr. Shalini Rajneesh as Mission Director assisted by Mr. Munish Moudgil, IAS as the Additional Mission Director. The team also has an IT Consultant who looks after the interface with National Informatics Center (NIC) and the various agencies who are implementing Sakala. Performance Comparison of Implementation: March - April, 2012 With the KGSCA, 2011 or Sakala coming into force across the state from April 2, 2012, there was a significant increase in the number of applications for services under Sakala up from 165,673 in March 2012 to 780,056 in April 2012. Similarly the number of disposals went up from 133,400 in March 2012 to 599,502 in April 2012.

Department Wise The top 5 departments for which services were most requested were Revenue Department (47%), Transport Department (23%), Commercial Taxes Department (17%) and Urban Development Department (8%). The Commercial Taxes Department rolled out Sakala state-wide during the month of March, accounted for 67% of requests. For the month of April the department’s share has gone down to 17%.

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Location Wise During the pilot phase the top 3 districts receiving applications for Sakala services were Bangalore (46%), Dharwad (11%) and Dakshina Kannada (7%). In the month of April, Bangalore (22%) retained the top spot followed by Belgaum (7%) and Mysore (6%) as the top 3 districts.

About this Manual This manual is designed for a two-day training program on Karnataka Guarantee of Services to Citizens Act (KGSCA) 2011 for officers implementing this Act. The Act is commonly referred to as the Sakala Act. The purpose of this manual is to build their training capability also, so that they can use the material provided herein to train other colleagues at district, taluka and village levels for implementation of the Act in Karnataka. It is expected that officers using this manual for training purposes will supplement the material along with additional examples from the local context that they may be aware of. Purpose of this Training The purpose of training covered by this manual is to enable implementation of KGSCA 2011 in all concerned government departments in Karnataka. The training will be useful to clarify the concepts behind time bound delivery of services, and enable translation of concepts into action for implementation of KGSCA in letter and spirit. Material included in this Manual The training material included in this manual was developed and used for training programmes held in districts during February and March 2012 for implementation of KGSCA 2011. Based on the experience of these trainings and participant feedback, the training material has been updated. Officers using this manual for training purposes will enrich it further by focusing on issues more relevant to specific departments and local conditions.

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The following materials are included with printed copies of this manual:

1. Presentation Slides with Notes page for trainer’s reference a. Introductory session b. Changing Notions about Government Functioning c. Sevottam Framework and Concept of Quality in Public Service d. KGSCA, 2011 e. Group Exercise Formats f. KGSC Rules, 2012 g. IT Interventions for KGSCA, 2011

2. Word Documents a. Registration Form b. Course Schedule and Session Timings c. Do it Yourself Guide or Workbook d. Quiz on KGSCA 2011 and KGSC Rules, 2012 e. Examples of Challenges faced during Pilot Trainings

Additional materials referred in this manual are available as follows:

1. Films (To be played using Windows Media or VLC player) a. Short Film on Sevottam produced by Department of Administrative

Reforms and Public Grievances, Government of India, New Delhi b. Digitization of Land Records-CR Patna/ DC Office-Hassan

This is available as a Windows Media Player/VLC file along with soft copy of this Manual

2. Website Demonstration a. NIC software for supporting implementation of KGSCA 2011 (By

Sakala consultants) Material for Distribution to Participants The following material is to be distributed to the participants:

1. Presentation Slides a. Changing Notions about Government Functioning b. Sevottam Framework and Concept of Quality in Public Service c. KGSCA 2011 d. KGSC Rules 2012

2. Word Documents a. Course Schedule and Session Timings b. Do it Yourself Guide or Workbook c. Quiz on KGSCA 2011 and KGSC Rules, 2012 (Pages 1 to 7 only) d. Feedback form

3. Stationery Items a. Folder (to keep the material distributed during the training) b. Notepad c. Pen d. Pencil e. Eraser

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For the trainers’ convenience, presentation slides and word documents for distribution are attached as pdf files with soft and hard (printed) copies of the manual. Facilities required for this Training The following facilities are required for smooth conduct of the training:

1. Training hall for plenary sessions with computer system, projector, screen and speaker system compatible with the computer (for playing the Sevottam film)

2. Separate rooms with computer, projector and screen in each room for group work. Number of rooms will depend on the number of groups formed. If two groups are being made to sit in one large room, it must be ensured that there is enough distance between them so that discussions among members of one group do not disturb members of the other group sitting in the same room

3. Printing and photocopying facilities

4. Timely arrangements for day catering Course Content and Schedule The training schedule with session names and topics/activities for each session is shown below.

# Session Name Time and Duration

Topics/Activities

Day-1

10:00 am to 5.30 pm

1

Introductory Session (by Course Co-ordinator)

10:00-10:30

30 mins.

1. Introductions

2. Objectives of the training

3. Structure of the sessions

4. Ground rules to be observed

Address (by Senior functionaries)

10:30-11:00

30 mins.

1. Top level commitment for implementation of KGSCA

2. Change in mindset of government employees

3. Focus on service delivery improvement as a key agenda

2

Recent developments related to Government functioning

11:00-12:00

30 mins.

1. Changing notions about Government functioning: From administration to service

2. Good Governance and its parameters

3. Service delivery as a component of Good Governance

4. Managing citizen expectations

TEA BREAK

3 Sevottam – A short film

12:15-12:30

15 mins.

1. Citizen expectations from Government

2. Sevottam initiative to improve public service delivery

3. Impact of Sevottam implementation in India Post

4 Concept of Service Quality and Sevottam

12:30-1:30

60 mins.

1. Meaning and scope of Sevottam

2. Concept of Quality in government services

3. Sevottam framework

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Topics/Activities

LUNCH

5 KGSCA 2011 2:30-3:30

60 mins.

1. Need for KGSCA 2011

2. Salient Features of KGSCA 2011

6 Group Work 3:30-5:30

120 mins.

1. Allocation of participants into groups

2. Explanation of formats for group exercise

3. Preparation of work flow through group discussion

Day-2

10.00 am to 4.30 pm


Topics/Activities

7 Recap of Day 1 60 mins. 1. Recap of concepts covered on Day 1

2. Queries and responses

8 KGSC Rules, 2012

10:30-11:15

45 mins.

1. Roles & Responsibilities of Officers in effective implementation of KGSCA 2011

2. Formats for display boards

3. Important records to be maintained by officers

TEA BREAK

9 QUIZ on KGSCA and Rules

11:30-12:00

30 mins. KGSCA 2011 and Rules 2012

10

Innovations in service delivery mechanism and FAQs

12:00-1:00

60 mins.

1. Open house discussion on innovative methods to deliver public services

2. Examples of best practices on use of ICT to make service delivery better

LUNCH

11 IT Support for KGSCA 2012

2:00-3:30

105 mins.

1. Application of IT in KGSCA

2. Website Software demonstration

12 Summarization and feedback

3:30-4:30

90 mins.

1. Summary of main topics covered during the training

2. Distribution and collection of feedback forms

3. Participant concerns/questions

General Instructions Any person assigned with the responsibility of conducting training needs to be familiar with a few general requirements and activities. The following can serve as a checklist for people who are not professional trainers, but are still taking on the responsibility.

A day before the Training

1. Prepare kits/folders with training schedule and materials for each participant in sufficient numbers

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2. Check out the program venue to ensure adequacy of hall and rooms for plenary and group exercise sessions, seating arrangements, IT infrastructure

3. Designate person(s) for manning the registration desk and ensure that they understand their responsibilities

4. Prepare the registration form with names of participants who have been nominated for the training with additional blank rows to add names of trainees who may come without prior nomination

5. Collect brief profiles of all the resource persons for use during the introductory session

Just before Registration starts

1. Ensure laptop/computer is connected to the projector and it is in working order

2. Upload all presentations in the laptop/computer in the main meeting hall

3. Check the sound system for playing the Sevottam film

4. Ensure kits have reached the venue and are ready for distribution

5. Ensure the availability of few spare copies of materials in print form

6. Update the agenda/schedule on the screen in case there is any change from the printed version (Applicable only in case of last minute changes to the schedule)

Immediately after Registration Get the final list of participants from the registration forms and allocate them into groups.

Do’s and Don’ts during Training Dos

1. Use simple language

2. Follow the agenda (sequence of sessions) and manage time for each session

3. Announce the groups with identification of rooms/halls where the participants are expected to assemble for group work

4. Note down the key points/queries/suggestions that remained unresolved during the training for forwarding to the concerned authorities

5. Distribute the feedback forms at the end of the training

6. Collect the feedback forms from the participants before they leave Don’ts

1. Don’t overshoot the time allotted for the session as per the schedule

2. Don’t be in a hurry – Listen to the question raised by participants completely before replying

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3. Don’t forget to take attendance on both the days

4. Don’t over commit and give solutions if you don’t know the correct answer. Accept the question and respond by saying – “ We will look into the details and get back to you”

5. Don’t forget to collect the feedback forms from participants

Post Training Activities

1. Prepare a training report including: a. Analysis of participant feedback b. Group exercise outputs

2. Send the key points/queries/suggestions that remained unresolved during the training to the concerned authorities for issuing clarifications.

Registration The registration desk is the first point of call for trainees, speakers and others associated with the training programme. Persons handling the registration desk should have a positive and friendly attitude to start the day on a positive note. Being greeted with a smile is always a nice feeling. Persons handling the registration desk should greet every trainee and visitor with a smile and word of welcome on arrival to keep them in a positive mood for the rest of the day. As they say, First impression is the last impression!

Preparations for Registration

1. There should be only two persons handling the registration desk who should be fully conversant with the training schedule

2. Additional persons sitting behind a registration desk should not be allowed as they can cause overcrowding and confusion

3. Each person handling the registration should have a separate copy of the registration list to avoid queuing up of participants

4. Kits containing training material should be handed over to each participant on filling and signing of registration form

5. Ensure a separate person is designated to respond to the participants’ queries

6. A message board is also a good idea. Frequently people tell you, ‘when so-and-so gets here, can you tell them….’. You will inevitably forget. Get them to write it down on a post it and stick it on the message board or a side space visible to all who come near the registration desk.

7. Some spare stationery items of common use like post its, highlighters, blank papers, pens, scissors, staplers, clips, and pins should be available at the desk for any last minute use

Activities for Registration Desk

1. Participants register by filling in the registration form

2. Kits with training material is handed over to each participant

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3. Importance of attending all sessions and being punctual is explained to participants

Format for Registration Annexure 1: Registration Form after adding names of nominated participants Session Guidance The next few sections of this document provide guidance for individual sessions. Some of the sessions are to be conducted as lectures using presentation slides, whereas some require more participation from the trainees through group exercise, and answering questions provided in the form of a multiple choice quiz. The nature of guidance provided varies with the nature of the session. For lectures based on presentation slides, the slides with suitable explanations are provided. For other sessions, in addition to the material provided, instructions for conducting the session are provided in this Manual. Introduction

Preparation for Introductory Session

1. Brief profile of the dignitaries on the dais should be handy

2. Slides on Setting the Ground Rules should be loaded in the laptop/computer

3. Quick glance over registration list to ensure actions and language used during Introductory Session are aligned to participant level and expectations

Points to be covered

Welcome to participants and dignitaries on the dais

Objectives of the Training Knowledge of KGSCA 2011 and KGSC Rules 2012 Understanding the need for KGSCA 2011 Ability to implement the Act in a way that improves service delivery

Introduction of Resource Persons

Request to participants for introducing themselves stating Name Designation Current Posting Expectations from this Course

Structure of the Sessions Schedule of Sessions and Breaks Lectures/Presentations Group Exercise Class Quiz

Setting of Ground Rules Trainees expected to participate actively Maturity in behaviour

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Constructive comments and suggestions Avoidance of cross talk and personalized discussion Distractions (eg. phone calls) to be minimized

Material to be used 1. Presentation on Setting the Ground Rules

Short Film on Sevottam

Preparation for showing the Film

1. Advance check to ensure film is loaded in laptop/computer and running properly

2. Ensure sound system is working properly and the film is audible

3. Switching off of lights if needed

Material to be used Sevottam Film Media File Recent developments related to Government Functioning

Topics Covered

Changing notions about Government functioning from administration to citizen service Changing face of Government over the years Evolution of citizen-centric governance

Good Governance and its parameters Concept of Good Governance Effective and efficient service delivery as a key parameter of Good

Governance

Service delivery as a component of good governance Concept of service delivery Components of service delivery

Managing citizen expectations Effective communication of service standards Service guarantees

Learning Objective At the end of the session, the participants should understand how things have changed from the days of Kings and Emperors, when the main function of government was seen to be revenue collection and enforcing law and order. Rulers of those times generally undertook works for their own pleasure and luxury, only some undertook works for public convenience, and therefore became known for their benevolence towards the public. In modern times, it is not only taken for granted that governments are responsible for delivering services to the public, but there is also pressure on governments to improve the quality of service. Government in today’s time can no longer afford to

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be the equivalent of Lord and Master of the citizenry. Government employees are actually public servants, delivering services to make the everyday life of citizens easy, and working towards their socio-economic development. There are several view points on how to improve service quality in general and government service quality in particular. One of the key issues is to ensure that citizens get the right information about what services are provided by various government offices, what are the eligibility conditions for receiving the services, and how much time they will have to wait for the service to be completed. KGSCA 2011 is another step in this direction. The Act makes government officials not only responsible for providing the relevant information and for delivering the services, but also lays down time norms to deliver the services and provides for compensation to citizens if the time norms are not met.

Material to be used 1. Presentation on Recent Developments in Government Functioning

Concept of Service Quality and Sevottam

Topics Covered

Service quality and its parameters Features and parameters of Service quality Service quality gaps Reasons for poor service delivery

Meaning and scope of Sevottam How the term ‘Sevottam’ was coined Recommendations on Sevottam by various Committees and

Commissions Common elements in KGSCA 2011 and Sevottam

Sevottam framework and its modules Sevottam Framework Improving Service Delivery using Sevottam Framework Concept of Citizen’s Charter

Learning Objective At the end of the session, participants should know that Sevottam is a combination of two words – “Seva - Service” + “Uttam - Excellent”. Developed by Department of Administrative Reforms and Public Grievances (DAR&PG), Government of India Sevottam is a synonym for systematic, transparent, citizen centric delivery of public services. The framework has been developed especially for application to the public service delivery scenario in India. The 2nd Administrative Reforms Commission in its 12th Report released in February 2009 has interpreted Sevottam in its most simple form as a 7-step model, and recommended for it to be mandatory for all government organizations with a public interface. Sevottam implementation is mandatory in central government organizations and initiatives are on for its adoption in the States. The ISO 9000 definition of Quality is ‘Degree to which a set of inherent characteristics fulfils Requirements’. This definition applies both to products as

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well as services. However due to typical attributes of services such as intangibility, customer involvement, simultaneous production & consumption, difficulty of testing before delivery and irreversibility, the quality of services have to be understood as distinct from products. Service quality differs from product quality in 3 aspects:

• Service quality is more difficult for the consumer to evaluate than goods quality. It is hard to find precise and measurable variables of service attributes.

• Quality evaluations are not only based on results of services but also on the manner of Delivery

• Service quality perceptions result from a direct comparison of consumer’s expectations with actual service performance. Service quality is therefore a function of the gap between the customer expectations and the customer perceptions. If expectations are greater than performance, then perceived quality is less than satisfactory and hence customer dissatisfaction occurs.

Service quality comprises of distinct components like: physical facilities through which service is rendered, service reliability, service provider’s responsiveness, knowledge and understanding. There are several methods to improve service quality and Sevottam is a standardized framework to facilitate improvements in quality of service being rendered by Indian government undertakings, agencies, departments, and their field offices. The session should leave participants with the understanding that quality of service delivery is a complex issue and there are no ‘one size fits all’ solutions to the problem of poor quality in public services. The session should enable participants to appreciate that Sevottam is not a scheme which is here today and gone tomorrow. The name “Sevottam” may be new, but behind the name are enduring quality management principles culled out after rigorous research into what has worked nationally and internationally. The framework has specially been developed for application to the public service delivery scenario in India.

Material to be used 1. Presentation on Sevottam Framework and Concept of Service Quality

Examples of Excellent Service Delivery A significant area of focus for Indian governments today is the rollout of citizen services, using IT and the Internet as platforms. Overall, India has taken significant steps in the area of e-governance, with almost all states across the country launching e-services in some form or the other. There are many successes shaping India's e-governance story, and many states have taken a lead in harnessing the power of IT to improve the perspective with their citizens and bring in greater efficiency and transparency in their functioning. Here are some examples from States where e-governance has been used to deliver public services in an excellent manner.

1. One Day Governance – The Gujarat Model The E-Governance journey of Gujarat has been very systematic and very innovation-based. As a consequence of the I.T. revolution and the other

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technological support systems, the traditional manner of running of government has undergone a sea change. At the onset of this initiative In Vadodara (Baroda) basic Citizen Services were selected for delivery to citizens within 1 Working Day. This idea of rendering routine services in one day was named ‘One Day Governance’. In the first phase the District Collector office was thoroughly revamped with Computerization, LAN, GSWAN, Information Bureau and E-mail culture. Further, all the Taluka and Prant offices were connected with the Collector Office. This was a pre-requisite - to train an IT compliant staff before adopting any IT enabled Governance concept on a larger scale. The next phase of development required an understanding of the conventional systems. The district officials began to imagine the process, formalities, cross-checking and validation involved for acquiring simply a ration card or a domicile certificate from a citizen’s point of view. They began to think about those complex areas which require back-to-back validation and approvals, sanctions and signatures of officials, interlinking of departments and branches, all from a citizen’s point of view. The very attempt to devise a One Day Governance plan required all drawbacks and loopholes to be surmounted and system’s backend manual transactions streamlined to enable use of IT at an optimum level. It called for all the above tasks to be prepared coded and automated before going ahead with the implementation of the E-Governance concept. After the process revamping, services were selected based on the data of most requested services by citizens from the collector’s office. Some of the services offered through the Jan Seva Kendras established under the One day governance project are: Renewal of License, Creamy layer certificate, Domicile certificate, Income certificate, Caste certificate, Renewal of Parwana, Senior Citizen certificate, Addition of a new name + Making of a modified Ration Card, New Ration Card, Affidavit for Birth Place, Change in Name + Affidavit for Birth Place and SB Agency Renewal Work. The purpose behind the launch of this initiative was to:

Provide quality and timely service to Citizens

Use IT to replace complex conventional procedures

Improve sluggish pace of work environment in the respective branches which relate directly to Citizen Services

Correct the functionality of proposals and processes

Streamline, reassess, refresh and create the digitized databank from old manual records

Create a Healthy & Professional work environment

Reduce the burden of files upon the employees/department

Enable a transparent and accountable work-system

Overcome corruption Inspired by the success of the initiative in Baroda and Ahmedabad, Jan Seva Kendras have been set up in 220 out of 225 talukas of the State. In addition

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almost 125 out of 143 municipalities have ‘One Day Governance’ centres functioning in their offices.

2. Lokvani Project – Sitapur, Uttar Pradesh Lokvani (The voice of the common man) is an e-governance initiative undertaken jointly by the District Administration and National Informatics Centre in Sitapur, Uttar Pradesh, India. Lokvani is a unique public private partnership program, which gives citizens an opportunity to interact with the government without visiting the government office in person. It is based on Service Oriented Architecture and seeks to increase transparency and accountability in government procedures, increase the efficiency of manpower at the government departments, accelerate the response time- and facilitate anywhere-anytime services to the common citizen. A society by the name Lokvani was constituted to implement the project autonomously and to reduce the bureaucratic hassles. The National Informatics Centre (NIC) provided the necessary technical know-how for the project. Instead of opening new kiosks, existing cyber cafes/computer training institutes were granted licenses to become Lokvani Centres. This decision was taken to ensure the financial viability and the long-term sustainability of the initiative. The information related to various departments was made available to the kiosks through a website hosted on NIC Delhi web server. The kiosks were given login/passwords to log on to Lokvani website. The rate list for the services was finalized and care was taken to ensure that the kiosks follow the prescribed pricing. Following are some of the services offered through Lokvani:

1. Online submission, monitoring and disposal of Public grievances/ Complaints

2. Online Land Records

3. Information about various government schemes and application forms

4. Information about various developmental works/ schemes/ expenditures/ beneficiaries:

a. Details of financial expenditure on developmental works b. Lists of beneficiaries of government scholarships/ pensions/ Grants

etc. c. Online status of Arm License Applications d. Online Status of Public Grievances/ Complaints received manually. e. GPF Account status of Basic Shiksha Teachers f. Information about Local Employment opportunities in the district. g. Allotment of food grains to Kotedars (fair price shops) h. List of Indra Awas beneficiaries i. Allotment of funds under various schemes to Gram Sabhas j. Details of work done under MPLAD/Vidhayak Nidhi

To ensure financial viability and long-term sustainability Public Private Partnership (PPP) model was selected as the base model for the Lokvani Project.

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In addition, certain other steps were taken for proper management, incorporating technological upgrades and reducing costs. These include:

Formation of a Lokvani Society with District Magistrate as its president, Chief Development Officer(COO) as its Secretary and District Information Officer(DIO), NIC as technical member. This Society takes care of the management, operations, expansion and technical up-gradation of the Project and Lokvani hub.

Licence to existing cyber cafes/ computer training centres to provide services as provided by Lokvani centres in order to reduce the capital investment required for opening new kiosks.

Generation of revenue through collection of registration charges for Lokvani Centres and revenue sharing on the services being offered by the Lokvani centres to the public.

Provision of charged service provided by Lokvani centres. Services such as registration of complaints, Land Records documents are delivered on payment of a fee. The Lokvani society has fixed charges for each service.

In addition, the other major impact of the project has been the 'ease of-use' for citizens - Illiterate villagers, people staying in remote areas and senior citizens. The Lokvani system not only gives citizens an avenue to track the progress on their grievance, but also provides the District Magistrate an effective tool to monitor the performance of various departments. Lokvani also provides details of various government schemes, government prescribed forms, details of developmental work in the district, lists of old age pensioners, lists of scholarship beneficiaries, Funds allotted in various government schemes, allotment of food grains to kotedars, allotments of funds to gram panchayats etc. The popularity and impact of the project has been so intense that many districts across the state are keen to implement the project in their district. The Lokvani project has already been implemented in 18 districts in UP.

3. E-SLA (Electronic Service Level Agreement) Project, Delhi Government The objective of introducing a service level agreement model in the government was to bring more accountability, responsiveness and functional efficiency in department activities. It also aimed at defining and deconstructing the role and accountability of various stakeholders in the whole process of service delivery. The e-SLA project is designed to ensure timely delivery of basic services to citizens by fixing accountability. The information system, developed by the Delhi State Unit of National Informatics Centre (NIC), captures electronically the submission of service applications and their disposal. To the government, it provides information on the number of applications processed or disposed as well as the number of pending cases. This helps the government in tracking the performing and non-performing departments and personnel and in taking timely corrective measures. To the citizens, it provides online facility to track their applications. To ensure that the cases are disposed on time, the government has introduced a system to penalise officers in cases of delay in delivery of services.

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The government has also enacted a law called - ‘The Right of Citizens to Time Bound Delivery of Services’ to ensure this. At present, the e-SLA initiative covers all major State departments and some of their key services to citizens. The software for SLA monitoring has been hosted on the state wide area network. The software has been integrated with departmental database to get daily data on applications received, disposed and pending along with other attributes of the applications. The software automatically calculates the delay and penalty. The Delhi government is planning to integrate more services with the e-SLA. Eventually, 200 Government to Citizen (G2C) services are expected to come under the e-SLA project. In facilitating such monitoring system, departmental readiness and preparedness is a must for executing such a project. Moreover, ‘political and administrative will’ assumes utmost importance in getting departments on SLA mode and undertake the subsequent corrective measures to improve the underperforming departments. KGSCA 2011

Topics Covered

Salient features of the Sakala (KGSC) Act, 2011

Concept of Right to Public Service

Obligations of the service providers

Roles & responsibilities of different authorities under the Act;

Mandatory clause in the Act

Certain procedures to be adopted like receipt of application, disposal, payment of compensation,

Procedures and method to redress grievances through appeals

Learning Objective At the end of the session, the participants should be able to understand the purpose of Sakala which is to inculcate Service Culture among the employees.

Material to be used 1. Presentation on KGSCA, 2011

Group Work

Activities for be done to start the group work:

1. Divide the participants into smaller groups, preferably with a similar background – e.g. same or similar departments, same or similar services, same or similar type of work within in a department

2. Instruct each group to read the “Instructions and Do It Yourself Exercise on “Designing a Work flow Process”

3. Ask the group to identify a group leader and start the exercise under the group leader’s guidance

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4. Check the time periodically and convey to the groups lagging behind

5. Ensure all groups bring out the group output as per the format given in the Do It Yourself Exercise

Instructions for facilitating the Group work Apart from a leader chosen from amongst the group, the group will also need support from an experienced resource person to act as Facilitator and ensure that group work proceeds smoothly and best outcomes are achieved. Facilitator’s role is to build rapport with and among the group members so that they can discuss the issues frankly without anyone going on the defensive. The role is not that of a good conversationalist or a friend, but a professional. If the Facilitator is too casual, participants may not get serious and will not listen. However, if the Facilitator is too formal, participants may feel intimidated and will not discuss the real problems. Strive to achieve a balance between being formal and casual during the discussions. Show participants that you are listening to what they are saying and ensure that you constantly bring them back on track in case they get into discussions not relevant for the exercise. Address a few questions to individuals who are reluctant to talk so that they are also encouraged to participate.

Facilitator Checklist

1. Prompt to stimulate discussion

2. Enforce rules with tact - politely and yet firmly Make sure everyone participates Limit side conversations

3. Keep participants focused on the issues, engaged, attentive and interested

4. Use the material for group exercise effectively to ensure all steps are covered

5. Monitor time and use limited time effectively

6. Diffuse and pre-empt arguments

7. Work with the group leader at the end to get outputs from the group documented clearly as per final format in the Do It Yourself Workbook

Training Aids As mentioned under Facilities required for this training

Learning Objective At the end of the group work, the participants should be able to explain how to break up the process for delivering each service into individual steps and validate the time norms given in KGSCA, 2011. They should understand the potential bottlenecks in delivery of services as per time norms and how to overcome them. Through the group discussion, they will also understand the significance of associating each step in the service delivery process with the person responsible for ensuring timely completion of that particular step.

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Finally, through the group output, they will get a sample workflow process for a few services in the Act and can prepare similar workflows for remaining services that may not have been discussed during the group exercise.

Material to be used

1. Do It Yourself Exercise on “Designing a Work flow Process”

2. Presentation Slides showing Formats for Do It Yourself Exercise on “Preparing a Work flow”

Sample Workflows/ Processes from Implementing Departments

1. Revenue I. Name of Service: Conversion of agriculture land to non-agriculture purpose

Step No.

Description of Step No. of Days

Designation

1 Receipt of application along with prescribed documents 1 Deputy Commissioner

2 Document verification and forwarding the same to concerned Tahsildar for field verification report

2 Deputy Commissioner

3 Preparation and submission of field verification report by concerned Tahsildar

45 Tahsildar

4 Obtaining reports from concerned other department., for example forest, urban development department etc.


5 Consolidating the reports and approval/rejection as the case may be


II. Name of Service: Surviving Family member Certificate

Step No.


Designation

1 Receiving of application in Nemmadi front office kiosk and transferring the application to the concerned

1 Operator

2 Verification by village accountant 1 Village Accountant

3 Verification by revenue inspector 1 Inspector

4 Caseworker' s note and preparation of draft 1 Case Worker

5 Supervisor's note 1 Shriastedar

6 Approval of draft copy and digital signing of final certificate and moving for distribution in front office

1 Tahsildar

7 Distribution of alive family members certificate 1 Operator

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2. Transport I. Name of the Service: Driving Licence

Step No.


Designation

1 Payment of Fee ,Receipt, Scrutiny of Application & Issue of Acknowledgement

1 Case Worker

2 Data Entry 1 Case Worker

3 Driving Test (Only In Ka-41) 1 Inspector

4 Photograph, Biometric And Electronic Signature 1 Operator

5 Approval By Licensing Authority 3 Officer (General)

6 Printing of Smart Card Licence 3 Operator

7 KMS 7 Officer (General)

8 Dispatch 14 Case Worker

II. Name of the Service: Duplicate Registration Certificate

Step No.


Designation

1 Payment of Fee ,Receipt, Scrutiny of Application & Issue of Acknowledgement

1 Case Worker

2 Verification 1 Case Worker

3 Driving Test (Only In Ka-41) 5 Superintendent

4 Approval By Registering Authority (TR/NT) 7 Officer(General)

5 Printing Of Smart Card 2 Operator

6 KMS (TR/NT) 6 Officer(General)

7 Dispatch 8 Case Worker

3. Health and Family Welfare I. Name of the Service: Issue of Disability Certificate

Name of the Sub service - Issue of Disability Certificate for Visual disability

Step No.


Designation

1 Receipt of application from the citizen, issue of OPD or IPD slip and forwarding it to concerned ophthalmologist

1 Case Worker

2 Receipt of application from the citizen, issue of OPD or IPD slip and forwarding it to concerned ophthalmologist

2 Officer(General)

3 Ophthalmologist will assess the disability 10 Officer(General)

4 Approval by the disability board which meets on specified day of the month

15 Officer(General)

5 Issue of disability certificate to the citizen 1 Case Worker

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4. Food and Civil Supplies I. Name of the Service: Modification in Existing Ration Card

Name of the Sub service - Modification of existing RC (deletion / addition of a member, change of address within the same Taluk)

Step No.


Designation

1 Submission of the application and verification of the application and the documents connected with the application

1 Case Worker

2 Verification of the application in the department data base and printing deletion certificate and the printing of new ration card and giving it to the case worker for distribution

5 Inspector

3 Verification of the ration card in the department data base and issue of the new ration and the deletion certificate to the applicant

1 Case Worker

5. Urban Development

I. Name of the Service: Khatha Extract/Certificate ( BBMP) Name of the Sub service - Khatha Extract for already processed Khathas for

data not available in electronic media

Step No.


Designation

1

Application submitted at KGSC counter and registered (online by computers) and sent to the concerned case worker. Concerned case worker shall verify the application and generate the Khatha extract.

1 Case Worker

2 Case worker prepare the Khatha extract and submit to obtain signature / approval of the assistant revenue officer.

4 Officer(General)

3 Case worker has to send the Khatha extract to the KGSC counter for delivery to the applicant.

2 Case Worker

II. Name of the Service: Issue of Birth, Still Birth and Death Certificates

(City Corporation Other than BBMP) Name of the Sub service – Issue of Death Certificate for event data not

available in electronic media

Step No.


Designation

1 Application form received at KGSC counter sent to Commissioner for signature obtained and sent to concerned caseworker

1 Case Worker

2 Concerned case worker verifies the application and searches the documents available in the office

2 Case Worker

3 Fee for the service is collected and receipt issued 1 Cashier

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Step No.


Designation

4 Certificate prepared and sent for signature of Zonal AC or Medical Officer or Environmental Engineer Health Inspector or Asst Health Officer

1 Case Worker

5 Officer signs the certificate and certificate is issued 2 Officer(General)

6. Rural Development and Panchayati Raj

I. Name of the Service Issue of Building License

Step No.

Description of Step No. of days

Designation

1 Receiving application 0 Secretary

2 Giving acknowledgement 0 Secretary

3 Objection call form on notice board up to 7 days 0 Secretary

4 Inspection of records in all G.P. office 1 Secretary

5 7 days objection time 7 Secretary

6 Place inspection 1 Secretary

7 If objection arises, inspect them and recording it 1 Secretary

8 Presenting the complete proposal along with the notes in the G.P. general body meeting

15 PDO

9 Discussion, decision in G.P. general body meeting 15 Elected body

10 Taking action according to decision taken in G.P. general body meeting

0 PDO

11 Providing service, if application accepted 0 PDO

12 Writing back, if application rejected 1 PDO

*PDO – Panchayat Development Officer

II. Name of the Service: Maintenance of Village Sanitation

Step

No. Description of Step

No. of Days

Designation

1 Receiving the application 0 Secretary

2 Giving acknowledgement 0 Secretary

3

Inspection of records

1) maintained before

2) confirmation of the request

1 Secretary

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Step

No. Description of Step

No. of Days

Designation

4 Place inspection 1 Secretary

5 Maintenance work and cleaning work 5 Secretary

Recap of Day 1

Topics Covered

Need and importance of time bound delivery of services

Sevottam framework and its linkage with KGSCA 2011

Need for KGSCA 2011 and its key provisions

Clarifications sought by participants

Learning Objective By now the participants understand the concept of time bound delivery of services, the need and benefits of KGSCA 2011 and potential challenges in its implementation. The purpose of this session is to consolidate the learning from Day 1 and give an opportunity to participants to clear their doubts in connecting the concepts and their application to real life scenarios. KGSC Rules, 2012

Topics Covered

Roles & Responsibilities of officers in effective implementation of the Rules

Formats that need to be put up at display boards of implementing departments and offices

Important records to be maintained by officers

Learning Objective At the end of this session participants should be clear about the procedural aspects under the KGSCA, 2011 like disposal of application, acknowledgements, tracking status of application, method of payment of compensation, and dealing with appeals. The session also demonstrates various types of formats prescribed under Sakal Rules 2012.

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Overview of Appeal powers and procedures under the KGSCA 2011 Grievance Redressal mechanism under the Act: Under this Act the role of two Public Servants assumes a lot of significance. The first is the Competent Authority and the second is the Appellate Authority. Sec. 2(a) defines Appellate Authority to mean any Officer who has been vested with the power to hear appeals against the orders of the Competent authority. Appellate authority shall not be below the rank of a Deputy Secretary or equivalent.1 Sec 2(c) of the Act defines Competent Authority to mean any Officer who has been empowered to impose cost on the Public servant who has defaulted or delayed in providing service to the citizen. As per Sec. 2(l) the Competent and Appellate Authority have a stipulated time within which they must exercise their powers under this Act. Further under Sec. 4 it is the duty of the Government to notify all the Authorities under the Act within a period of 3 months. Further as per Sec. 10, a Competent Authority shall not be below the rank of a Group B Officer or his equivalent. Thus it can be safely inferred that a designated Officer, who has been identified to provide the service to the citizen, under this Act has to been a Group C Officer. The Competent Authority, for the purposes of payment of cost to the citizen, shall also be the drawing and disbursing Officer as per rules and procedures.2 The Competent Authority is duty bound to accept any application by a citizen seeking compensatory cost3 and award the same if a case for default or delay in service is made out. Interesting Sec. 10(3) uses the expression ‘demand by a citizen’ of compensatory cost clearly suggest the citizen friendly nature of the Act. It is pertinent to note that citizen have a right to demand compensatory cost4 only and not actual damages. On receipt of such an application the Competent authority must acknowledge and issue a receipt with date and seal.5 Any compensatory cost that is awarded must be paid to the citizen within 30 days of the order of the Competent authority. The quantum of such compensatory cost is limited in the Act to a maximum of Rs 500/6 and hence even if the actual damage suffered by the citizen is more and over and above the said amount in the Act, no claim of the same is maintainable under the Act. A caveat is necessary at this point. Considering some isolated cases decided by Consumer Forums on the Right to Information Act, one also is looks such a legislation as a more consumer friendly Act. This is no means suggests that after the passing of this legislation, Consumer Forums must take matters relating to delay in services to mean ‘deficiency of service’ as per Consumer Protection Act, 1986. Such an interpretation if made will be misplaced idea of overarching jurisdiction.

1 Sec. 12 (2).

2 See Sec. 10(2) of the Act.

3 Compensatory cost has not been defined under the Act. Sec. 8 states that citizen can seek such

a compensatory cost. 4 Such a demand for compensatory cost must be made in Form B. see Sec. 6of the KGSC Rules

2012. 5 Sec. 6(2) of Rules, 2012.

6 As per Sec. 9, compensatory cost of Rs 20 per day to a maximum of Rs 500

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Sec. 11 states that after awarding of the Compensatory cost, the Competent Authority must hold a preliminary enquiry within 15 days. While such an enquiry is conducted by the Competent authority, no notice to the concerned Officers or hearing need to be conducted. On the finalization of the preliminary report, the Competent authority must issue a show-cause notice7 to the delinquent Officer seeking an explanation from him, seeking, as to why such compensatory cost awarded to the citizen should not be recovered from the delinquent Officer. The delinquent Officer must reply to the notice within 7 days from the date of the receipt of the notice. Where the reply received is not satisfactory or in cases where no reply is received the Competent Authority is empowered to issue a debt note seeking the delinquent Officer to deposit the said compensatory cost into the account of the Public Authority or issue such a debit note so directing the Accounts Officer of the Public Authority to deduct the said amount from the salary of the delinquent Officer. Any order of the competent Authority must mark a copy of the order to the concerned public Authority.8 In deciding the liability of such delinquent Officers, it shall be the duty of the Competent Authority to follow the principles of natural justice.9 Competent Authority must ensure that any communication sent to the applicant must be either hand delivered or sent by registered post with acknowledgement or by email, sms or any other means preferred by the applicant.10 The Competent Authority for all purposes is considered as office of first Appeal Sec. 13 states that if any citizen is aggrieved under this Act can file an appeal to the Competent Authority. Aggrieved citizen is one who has not been provided the service or the service so provided has been delayed by a Public servant. Such an appeal shall be filed within 30 days from such rejection or in terms of delay, from the date the cause of action has aroused.11 A Competent authority can pass three kinds or types of order. One, he may direct [through an order] the public servant to provide for the service [this is case the service is not provided] or reject the appeal or award compensatory cost to the citizen. The usual time frame for a decision at the Competent authority ranges from 7 to 15 to 30 days12. A copy of the Competent Authority order shall be provided to the applicant within 7 days of the said order.13 Second Appeal Sec. 12 entitled the right of appeal to the delinquent Officer, who is aggrieved by the order of the Competent authority. Before such an appeal can be admitted, the Designated Officer must attach the proof of the deposit of the compensatory cost.14 No appeal is admitted without such proof of the deposit of the compensatory cost. Sec. 13(3) provides for the right of second appeal to the

7As per Sec. 7 of the Rules such notice must be issued in Form B2. Such a notice must mention

the timeframe within which the designated officer or his subordinate must reply to the said notice. 8 Sec. 14(4) of the Rules.

9 See Sec. 11(3).

10 Sec. 12 of the Rules.

11 If a case is made for filing the appeal after 30 days, under the rule of condonation of delay, the

same may be admitted. Sec 13 para 2. 12

Generally see the Schedule under the Act. 13

Sec. 14(2) of the Rules 14

Sec. 10(2) of the Rules.

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citizen. Appeal filed by the delinquent Officer must be filed within 30 days15 and appeal by the citizen can be filed within 60 days16 of the order of the Competent authority. Finally any such order of the Appellate authority shall be final and bidding. Sec. 13(4) states that the Appellate Authority may order that the service must be provided [within a time frame] or may reject the Appeal. Appellate Authority does not have authority to impose compensatory cost. The time frame for deciding on the Appeal is ranges from 7 to 30 to 45 days to 6 months. Appeal Powers: Role and Responsibilities of Appellate Authority All powers vest in the CPC can be vested while and during an appeal process, like issuing summons,17 requiring production and inspection of documents or any other matter.18 Any summons issued can be to the parties to the appeal and in ordinary proceeding should not extend to summoning the Competent authority. But Sec. 13 read with Sec. 14 state that the Competent Authority may be called to the Appeal proceedings19 and it is the duty of the designated or the Competent authority to make himself available. If any of the parties so called in, does not appear, the Appellate authority can decide the case exparte.20 Public servants [designated Officer] under this Act have an important protection for actions taken in ‘good faith’.21 Appellate Authorities must also note sec. 14, which states that any action under this Act shall not be construed as ‘misconduct’, unless it is committed by a person who is a habitual and wilful defaulter. In cases of habitual and wilful defaulters, the same must be recorded and after a proper departmental hearing, the defaults under this Act can be noted for ‘misconduct’ under the Service rules. But the Appellate Authority has been vested with the powers to investigate and recommend department enquiry proceeding against the competent authority for any malafide, intention or deliberate, wilful non-compliance of this Act.22 As a Competent Authority any decision taken as against any designated Officer should be treated as a quasi judicial decision, and hence protection to the role played in the quasi judicial function is protected by law. Finally no fee is to be levied for any appeal either before the competent authority or the Appellate Authority.23 Quiz based on KGSCA 2011

Instructions for conducting the Quiz 1. Distribute the Quiz sheet to all the participants 2. Give them a time limit to complete the answers 3. Instruct them to tick only one option for each question

15

Sec. 12. 16

Sec. 13(3) 17

Summons may be issued to any other officer under Sec. 11(2) of the Rules. 18

Sec. 13(7). 19

Summons to the Competent Authority and the designated officer must be issued under Sec. 11(3)of the Rules 20

Sec. 13(3) of the Rules. 21

Sec. 17. 22

See Sec. 14(5). 23

Sec. 8 of the Rules.

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4. Ask them to put their name on the answer sheet 5. Ensure that the activity is done individually in the first instance 6. Ask each participant to exchange answer sheet with another participant 7. Discuss the answers and ask participants to give marks on the paper in

their hand and return it to the concerned participant

Learning Objective By making an attempt to answer the quiz and finding out the right answers later on, participants will remember the key provisions of KGSCA 2011. They will also understand how KGSCA 2011 is different from other initiatives that they may already be familiar with. Innovations in service delivery mechanism This is an open house session without any formal presentation to explore the possibilities of innovative methods to deliver public services. Examples of best practices like “One Day Governance-Vadodara Dist Office in Gujarat, Bhoomi, CR Pattana-Hassan DCs Office may be referred to generate discussion. The discussion is expected to make participants think innovatively and use ICT to make service delivery better. Summarization and Feedback

Points to be covered

Main topics covered during the training

Key learning expected from the training Knowledge of KGSCA 2011 and KGSC Rules 2012 Understanding the need for KGSCA 2011 Ability to implement the Act in a way that improves service delivery

Participant concerns/questions About the training experience About the training content What they liked best What they liked least and possible improvements What they have understood and gained What they are still not clear on

Instructions for Summarization

1. Recap the entire purpose of the training, the learning objectives and ask participants to express their concerns/questions.

2. Ensure only one person talks at a time. When anyone wishes to contribute, they should be asked to raise their hand and await their turn to speak.

3. Do not cut short a question/thought being expressed as it is important to hear everyone’s ideas and opinions. Participants should feel that they got ample opportunity to express their view. Sometimes excellent ideas are thrown up because of the diversity of thoughts and experiences of the participants. However, if the issue raised is not relevant to the purpose of the training then intervene politely, summarize the point, then refocus the

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discussion by saying – “The issue raised is not directly relevant to the discussions at hand and we will discuss it informally after the training”.

4. There has to be a conclusion at the end of each query. Try to summarize and close each point after noting down the key queries for forwarding to concerned authorities.

5. Most often time for discussion is limited, and after a reasonable time summarize the discussions and close the discussion on any particular issue that has been stretched too long. Also the discussion should not become a dialogue between a few who talk most of the time. See to it that majority of the participants get an opportunity to express their views and voice their concerns, especially on the implementation aspects.

6. If time is running out and participants are still interested in raising additional points, request them to mention the same in the feedback forms distributed to them.

7. Close the summarization by requesting them to fill in the feedback forms very seriously. Communicate to them that the feedback forms are not meant to be a box-ticking exercise. Let them know that their feedback will be read very carefully to look for useful comments and suggestions for improvement and the same will be communicated to the concerned authorities for further action.

Case Studies of Four Departments in Two Districts – By IIM (Bangalore) Following is the analysis of the usage of Sakala in pilot phase, IIM (B) carried out an in-depth assessment of its implementation and functioning in the pilot taluk of Puttur and Mangalore city in Dakshina Kannada district. The assessment involved interviews with a cross-section of officers from four departments on the advantages of Sakala and the challenges in its successful implementation. The study ascertained areas where additional assistance is required for better performance and best practices that have been introduced to improve the delivery of Sakala. In addition the study also included interviews of citizens who were at the various government offices for availing Sakala services, to gain an understanding of the level of awareness of Sakala. The four departments assessed were chosen on the basis of age-wise delayed reports during the pilot phase. While the Transport department in Puttur and Commercial Taxes department in Mangalore showed 20 and 16 delays as of 09/04/12, respectively, the Revenue department in Puttur and the City Corporation in Mangalore showed a good disposal pattern. Puttur was one of the top performing taluks during the Pilot Phase and they found that Dakshina Kannada was also among the top 10 district across many departments for the month of April. Puttur District Receipts by Department While Transport, Revenue and Town Municipal Council remained the top 3 departments for both the months of March and April, their respective share changed from 64%, 12% and 9% to 57%, 19% and 8%. A significant number of

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services were being requested from the Food and Civil Supplies, Rural and Panchayat Raj and Home Departments.

March April Puttur: Road Transport Office A total of seven services are offered by the Road Transport Office (RTO), five of which are included under Sakala. The two additional services currently not included under KGSC are - permits and transfer of ownership. The office received approximately 100-150 applications per day along with over 200 applications received during reach out camps at Sulya (Fridays) and Belthangady (Wednesdays). Benefits and Changes

Computerisation of data at the RTO was done long before the launch of Sakala. The RTO adopted Nagarika Sannadu (NS) about a decade ago, which set out the same procedural workflow as Sakala but with more stringent deadlines. Prior to Sakala, under NS, applications had to be processed within two -four days. With the stipulated time being more than two days under Sakala, it has given the staff a sense of relief.

Sakala ensured that conscientious officers are recognised. With strong support and guidance from District Commissioner (N.S. Channappa Gowda) and Deputy Commissioner for Transport, Shimoga Division (Maruthi Sambrani) staff work together to ensure applications is processed well within the stipulated time. Case workers worked faster and are more alert, thereby increasing efficiency of service delivery.

Additionally, given that applications are uploaded only after a chalan is submitted, any informality in the procedure that existed prior to Sakala was reduced / avoided.

Software KGSC integration with the existing software - Sarathi and Vahana – was relatively smooth. Superintendent / case worker and a few other designated staff are in-charge of resolving minor problems with the system.

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Challenges and Suggestions

Co-ordination between Sarathi, Vahan and KGSC was slightly problematic, with delays in the update of applications status. There is a need to resolve technical glitches in the system to ensure that all disposed cases are reflected on KGSC (currently there appears to be a delay in updating, which is the only reason behind the pendency figures for the department).

Unfilled staff vacancies have led to a severe shortage that overburdened existing staff. If additional services are to be included under Sakala then recruitment of IT-skilled staff is imperative.

Step-wise tracking of applications is not available. Application status tracking phone no. should be included on the display board for citizens.

Acknowledgement printout of application receipt should include information on status tracking such as phone no. and website.

Sakala implementation faces some hindrances due to delay in delivery of materials. Example - Cards for Smart Cards are supplied by Rosemerta from Bangalore and any delay in the availability of the smart cards will result in pending applications.

If transfer of ownership of migrated vehicles and issue of clearance certificate services are included under Sakala, there will be a need to integrate the RTO system with the Police IT system.

Puttur: Revenue Department 24 services offered by the revenue department have been included under Sakala. Benefits and Changes Deadline for processing requests and grievance redressal mechanisms have inculcated a sincere and conscientious work ethic among staff. Software ‘Bhoomi’ and ‘Nemmadi’ are integrated with GSC. Other software used by the department that are not currently integrated with GSC are ‘Election’ and ‘Ahara’. Challenges and Suggestions

There is a need for rationalisation of services. It was said that Agricultural Family Member Certificate, Agriculturist Certificate and Agricultural Labour Certificate are similar certificates and could be combined into one.

Removal of rarely used or redundant services such as Domicile Certificate, Population Certificate and Living Certificate were suggested.

Staff shortage and inadequate number of computers are significant issues concerning the department. Although one operator has been employed at the Nemmadi Kendra since the pilot phase, to cope with the volume of work, two additional operators have been employed at the Nemmadi Kendra unofficially. In Kadaba only one person is managing the work of entire Hubli. The zero BC/DC requests for Puttur at the time of the

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interview was attributed to GSC system not supporting requests for Birth and Death Certificates after one year and through court intervention.

Clarification on the status of penalty corpus was sought along with information on the funds disbursed at the Taluka level.

It was suggested that knowledge and best practice sharing with corresponding departments and officers of other states would be beneficial

Mangalore District Receipts by Department Transport, Commercial Taxes and Revenue were top 3 departments for the month of April, receiving 37%, 29% and 21% of the applications respectively. City Corporation accounted for 5% of the receipts.

Mangalore: Commercial Taxes Department Only Local VAT Offices are under the purview of Sakala Act, 2012 Benefits and Changes Delivery of services within limited-time was implemented prior to Sakala however, since its launch there is greater awareness amongst businesses of the time-limits on service delivery. This has enhanced the officers’ sense of responsibility. With the GSC system holding staff accountable for their performance, it has relieved managers of some responsibility to constantly oversee staff to ensure timely delivery of services. Challenges and Suggestions

Officers unfamiliar with computer systems and software found it difficult to use GSC without appropriate training. With regard to CT software, officers recommended that Head office seek feedback /consult with officers on possible improvements. They also suggested that PELSOFT system be improved.

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Although there are a few vacancies in the department, the situation was not dire. However, it is imperative that CT officers are not recruited for non-CT work or seconded to other departments such as when the DC office recruits CT officers for census work. Also, when certain officers are on leave, officers in-charge are overburdened and are unable to deliver services within the stipulated time

Officers are also often expected to act as a ‘help desk’, answering queries and troubleshooting for citizens, which constricts the time available to for officers to attend to service requests

Cases disposed on EFS are not immediately updated on GSC and the GSC no. was not being displayed on statutory forms on EFS. It would also be helpful to make certain changes to EFS to ensure that all required documents (10) are uploaded by consumer before the GSC number is generated

Officers expressed that on the ‘pending for approval of complete CST forms’ page it would more useful to see GSC dates (which are the submission dates of forms) instead of oldest and latest request dates. Additionally, pendency list should be arranged in order of due date - due for today, tomorrow and in three days

The website - VAT.KAR.NIC.IN/CTO - has a lot of down-time, which disrupts tends to disrupt officers’ work. Resolving this issue and ensuring high-speed internet would greatly improve efficacy

The officers seem to be unaware of local NIC representative’s purview and availability

Officers recommended that ‘de-registration’ and ‘amendments’ be brought under Sakala in the next phase

Mangalore: City Corporation Challenges and Suggestions

Many of the challenges faced by the Corporation concern the Revenue department. GSC has made mandatory certain supporting documents that are not required. Particularly renewal requests, which do not require supporting documents, cannot be processed without certain documents.

Also, it is likely that new Trade Licences are being issued without a GSC no. because the system currently demands supporting documents that are required only for renewal of Trade Licences.

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Acknowledgements

Indian Institute of Management (Bangalore)

Case Studies of Four Departments in Two Districts – Report submitted to Department of Personnel and Administrative Reforms, Government of Karnataka

Dr. Sairam Bhat National Law School of India University, Bangalore Overview of Appeal powers and procedures under the

Karnataka Guarantee of Services to Citizens Act

The Sakala Website (http://sakala.kar.nic.in/kgsc2/gsc_home.aspx)

Sample Workflows/ Processes from Implementing Departments