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2nd ARC 12th Report

The concepts of good governance and citizen centric administration are intimately connected. Citizen centricity with the aim of ensuring citizens welfare and citizens satisfaction, is critical for any government, local, state or national; which aims to provide good governance. As has been pointed out in the Report, the following are the prerequisites of citizen centric governance: a) b) c) d) Sound legal framework. Robust institutional mechanism for proper implementation of laws and their effective functioning. Competent personnel staffing these institutions; and sound personnel management policies. Right policies for decentralization, delegation and accountability.

Going beyond these necessary conditions, the Commission has outlined the following core principles for making governance citizen centric: Rule of Law - Zero tolerance strategy. Making institutions vibrant, responsive and accountable. Decentralization. Transparency. Civil Services Reforms. Ethics in Governance. Process Reforms. Periodic and independent evaluation of the quality of Governance. Finally, taking matters further beyond principles and pre-conditions, the Commission has tried to examine the finer details of how governance can be made more citizen centric, with reference to the strategies and processes, the tools and mechanisms, which can be usefully employed to make the administration citizen centric. These are: a) Re-engineering processes to make governance citizen centric. b) Adoption of Appropriate Modern Technology. c) Right to Information. d) Citizens Charters. e) Independent evaluation of services. f ) Grievance redressal mechanisms. g) Active citizens participation Public-private partnerships. As governance is primarily a series of service operations with the ultimate objective of maximizing citizens welfare, use of management principles such as the Six Sigma concepts (data, focus on clients/citizens, quality) combined with Lean thinking (process flow, minimizing the costs of unnecessary complexity) can help to transform government service organizations into more efficient and citizen friendly agencies. It is ultimately my hope that governance in India can be simplified so as to bring to its citizen a multi-channel single window delivery structure for channelising all types of government services at the local level in the most efficient manner possible using modern IT technology so that the citizen can access these services easily and conveniently at his doorstep and even on the run through the use of mobile telephony.

Governance in order to be citizen centric should be participative and transparent. It should be effective, effi cient and responsive to the citizens. Furthermore, an ethos of serving the citizens should permeate all government organizations. Last but not the least, government organisations should be accountable to the people. As one of the primary functions of the State is to promote the welfare of its citizens, an evaluation of the functioning of the institutions of governance will ultimately have to be based on the satisfaction they provide to the common man. In this regard, prominence would need to be attached to the voice of the citizens themselves.