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Submitted By:
Group 17, Section- 2
Gaurav Godara
Naveen Mathur
Ankur Rao
Shruti Kapoor
Bhyrav Mirle
FT173036
FT173056
FT172016
FT172080
FT171052
The CM of Karnataka directed the Chief Secretary (CS) to Government of Karnataka (GoK) to
examine this issue and come up with a legislation to guarantee some basic services being
provided to citizens within stipulated time norms.
By December 2011, the Karnataka Guarantee of Services to Citizens Act (KGSCA) was
passed and Rules were notified in January 2012 to provide guarantee of services to citizens
in the state of Karnataka with a stipulated time limiting to citizen related services.
Karnataka was the tenth state to incorporate an act under Right to Public Services
legislation.
Sakala is a scheme which assures timely delivery of government services to citizens. Sakala
offers 375 services under various departments which are sought after by the citizens.
It is an Act to empower the citizens in getting the required services they want in the defined
time period.
Problem Statement:
The attempts to make India a welfare state were always hindered by bureaucratic delays
and the lack of transparency and accountability in the system.
To obtain routine services from government departments has always been associated with
running from one department to other and paying bribes to get work done.
The service delivery times were very high and it was very difficult for the citizens to get the
services on time due to lack of proper monitoring on whether staff is able to deliver the
services, rejection of application stating various reasons, no time frame attached to
services, lack of awareness among citizens on how can they make use of the government
services etc.
A comprehensive IT system was developed by NIC for the implementation of the Act
that guaranteed transparent services by government to the citizens
Whenever the request is made via the online portal the citizens receive an
acknowledgement receipt with a unique GSC number.
With GSC number one can monitor the status of his/her application on the website
www.sakala.kar.nic.in
The website integrates all information about the Act and the department, services, time
frames, service procedures, check lists of documents to be submitted.
This system also has a mobile interface with SMS tracking facility and citizens are asked
to register their mobile number so that they could be automatically intimidated about
their application status
For the people who are unable to use web or mobile interface call centres are
established to assist them and call centres resort to online resolutions of the complaint.
A monitoring system was established which consisted of online monitoring and monthly
monitoring and analytics. It ensures complete transparency as it can be used by citizen
also and details of each department and offices can be seen.
A software to monitor and analyse was also developed with which disposal patterns
and delay time and feedback and poor performance could be tracked.