INDEX

YOJANA - FEBRUARY 2018

SL.NO TITLE PAGE NO.

1. EFFECTIVE GRIEVANCE REDRESSAL: HEART OF GOOD GOVERNANCE ...... 3

2. GRIEVANCE REDRESSAL MECHANISM FOR WOMEN ................................... 4

3. CITIZEN'S CHARTER IN INDIA ....................................................................... 6

4. INNOVATIVE FINANCING FOR THE HEALTH SYSTEM ..................................8

5. E-GOVERNANCE : GRIEVANCE REDRESS FOR A NEW INDIA 2022 ............. 10

www.shankariasacademy.com | www.iasparliament.com 2
 YOJANA – FEBRUARY 2018

1. EFFECTIVE GRIEVANCE What is the public grievance mechanism

REDRESSAL: HEART OF GOOD in India?
GOVERNANCE
 The Government of India has
Why effective grievance redressal
established an internet based
mechanism is needed?
Centralized Public Grievances Redress
 Good Governance is the key to a and Monitoring System (CPGRAMS) to
Nation's progress and an important facilitate redressal.
step towards it is the simplification of
 CPGRAMS is a Platform based web
procedures and processes in the
technology which aims to enable
Government so as to make the entire
submission of grievances by the
system transparent and faster.
citizens from anywhere, anytime to
the Ministries, Departments
 Further the ever expanding provision
Organizations.
of Citizen-Centric Online Services is
one of the most important aspects of  DARPG is the policy making,
an efficient and effective Public monitoring and coordinating
administration system as it leads to department for the public grievances.
transparency and accountability in Its mandate arises from the Allocation

governance and also fosters equitable of Business rules 1961.

growth.
 Nodal officers for public grievances
have been identified in each ministry
 So in order to provide good
/ department and every Wednesday is
governance and to encounter the
earmarked for the grievance redressal
issues arising from recent change in
purposes and to hear faults and
the governance structures effective
complaints from the citizen's side.
grievance redressal mechanism is a
What are the new developments in this
must.
regard?
 It strengthens the trust between the
 A new revised more citizen friendly
government and the citizen and it updated version of the CPGRAMS
promotes peace and harmony and it is software with additional features like
vital for the democracy to sustain and horizontal transfer of grievances
flourish. among ministries/ departments and

www.shankariasacademy.com | www.iasparliament.com 3
 bulk disposal of similar grievances,  A customized software with local
one time registration ., etc are language interface has also been
introduced. designed for the state governments
too called CPGRAMS - States, which
 A person can lodge grievance on the
provides the person an opportunity to
PG portal through the common service
file the complaints in their local
centre located in his area by paying a
language itself.
nominal fee.
 The DARPG has instituted this Award
 A Public Grievances Call Centre has
Scheme for recognizing meritorious
also been set up for reminding the
performance by the
Ministries and Departments
Ministries/Departments for effective
concerned receiving bulk of the
redress/disposal of public grievances
grievances in the Central Government,
received on CPGRAMS.
for expediting action on grievances
pending on CPGRAMS for more than  Under the Award Scheme, Certificates
two months. of Appreciation are awarded to three
Ministries/Departments which are
 A mobile app which allows lodging
found to have done outstanding work
and tracking of public grievances on
during a quarter as per the prescribed
android based mobiles was launched
criteria.
and it can be downloaded in the PG
portal.  Frequent review meetings are being
held in the DARPG for monitoring
 Guidelines have been issued to all the
pendency / disposal of public
Ministries and Departments of Central
grievances. During 2017, five review
Government to ensure that their
meetings were held and 66 central
Citizens' Charter, incorporating list of
Ministries / Departments have
services, service standards and
participated in the same.
timelines, are duly uploaded and
updated on the respective websites.
2. GRIEVANCE REDRESSAL
 Grievances are now also being MECHANISM FOR WOMEN
monitored by the Hon’ble Prime
What are the mechanisms available for
Minister himself through the online
the redressal of women's grievances?
Pro Active Governance and Timely
Implementation (PRAGATI), wherein  At the apex level, there are two
grievances identified for systemic designated nodal agencies in the
changes are discussed through Video central government for handling the
Conferencing with the concerned grievances :
Secretaries.

www.shankariasacademy.com | www.iasparliament.com 4
  The Department of Administrative  The Sexual Harassment of Women
Reforms and Public Grievances, at Workplace (Prevention,
Ministry of Personnel, Public Prohibition and Redressal) Act,
Grievances and Pensions 2013 came into force with effect from
9th December 2013. The Act seeks to
 The Directorate of Public Grievances,
cover all women, irrespective of their
Cabinet Secretariat.
age or employment status and protect
 Other than the above said them against sexual harassment at all
mechanisms the grievances are workplaces both in public and private
segregated and then processed by the sector, whether organized or
separate departments concerned and unorganized.
also various agencies and legal
measures are available to the women  The GOI has launched the Scheme for
to safeguard their interests. setting up One Stop Centres called
as SAKHI to facilitate access to an
What are the various legislations that
allow women to seek redressal? integrated range of services including
medical, legal, and psychological
 Dowry Prohibition Act, 1961 support to women affected by violence
to be funded through Nirbhaya Fund.
 The Protection of Women from
Domestic Violence Act, 2005  A schematic proposal to enable the

 The Prohibition of Child Marriage Act, universalization of a Helpline

2006 specifically for women with a common

number 181 across the country has
 The Sexual Harassment of Women at been approved.
Workplace (Prevention, Prohibition
and Redressal) Act, 2013  To provide security to women in

What are the other initiatives took by emergency situations, facility of a

GOI to protect and safeguard the interest physical panic button has been

of women? agreed to by the mobile phones

manufacturers and service providers.
 In January 1992, the Government set-
up National Commission for Women  An online complaint management
with a specific mandate to study and system titled Sexual Harassment
monitor all matters relating to the electronic–Box (SHe-Box) for
constitutional and legal safeguards registering complaints related to

provided for women, review the sexual harassment at workplace has

existing legislation to suggest been developed to ensure the effective

implementation of Sexual Harassment
amendments wherever necessary, etc.
of Women at Workplace (Prevention,

www.shankariasacademy.com | www.iasparliament.com 5
 Prohibition and Redressal) Act (the SH  Through Juvenile Justice Act,
Act), 2013. children's homes are being monitored,
What are the other mechanisms through child tracking system is in place and
which women can seek redressal? all kinds of abuses against children
and trafficking are controlled and
 Right to Information (RTI) : It is an
monitored.
Act of the Parliament of India to
provide for setting out the practical
 The Hostels Act provides relief for the
regime of right to information for
working women whose safety and
citizens and replaces the erstwhile
security in the working women hostels
Freedom of information Act, 2002.
are ensured and basic amenities for
 Under the provisions of the Act, any their stay, food and safety are
citizen of India may request ensured.
information from a "public authority"
(a body of Government or  Under the Senior Citizen Act
"instrumentality of State") which is Revenue Division level tribunals are
required to reply expeditiously or formed to redress the grievances of
within thirty days.
parents and senior citizens to get

 Citizen’s Charter : It is a document maintenance from their children when

which represents a systematic effort they are left unattended.
to focus on the commitment of the
Organisation towards its Citizens in 3. CITIZEN'S CHARTER IN INDIA
respects of Standard of Services,
What is meant by Citizen Charter?
Information, Choice and Consultation,
Non-discrimination and Accessibility,  Citizen’s Charter is a document which
Grievance Redress, Courtesy and represents a systematic effort to focus
Value for Money.
on the commitment of the

 This also includes expectations of the Organization towards its Citizens in

Organization from the Citizen for respects of Standard of Services,
fulfilling the commitment of the Information, Choice and Consultation,
Organisation. Non-discrimination and Accessibility,
Grievance Redress, Courtesy and
 Gram Sabha are conducted at village
levels to redress grievance of village Value for Money.
community members and a strong
 This also includes expectations of the
panchayat raj system facilitates this
Organization from the Citizen for
process.
fulfilling the commitment of the
Organization.

www.shankariasacademy.com | www.iasparliament.com 6
What are the components of Citizen  Identification of all stakeholders in the
Charter? Organization and major services
provided by Organization;
 A good Citizen’s Charter should have
the following components :-  Setting up of a Core Group in the
Organization consisting of
 Vision and Mission Statement of the
representatives from all stakeholders
Organization
which inter-alia may include Top
 Details of Business transacted by the Management, Middle Management,
Organization cutting-edge level, staff
representatives, strategic partners,
 Details of ‘Citizens’ or ‘Clients’
Customers/ Clients etc

 Statement of services including

 Consultation with Clients/
standards, quality, time frame etc.
Stakeholders/ Staff (Primarily at
provided to each Citizen/ Client group
cutting-edge level) and their
separately and how/ where to get the
representative associations;
services
 Preparation of Draft Citizen’s Charter
 Details of Grievance Redress
Mechanism and how to access it  Submission of draft Charter to
Department of Administrative Reforms
 Expectations from the ‘Citizens’ or
and Public Grievances
‘Clients’
 Consideration of the Charter by Core
 Additional commitments such as
Group
compensation in the event of failure of
service delivery  Modification of Charter by the
Ministry/ Department n the basis of
What are the guidelines to be followed
suggestions/ observations by the Core
while developing a Citizen Charter?
Group
 DPARG lists out the guidelines for the
 Approval by Minister-in-charge
effective Citizen Charter formulation
as follows :  Formal issue/ release of Charter and
putting up on website
 Setting up of a Task Force in the
Organization to formulate the Citizen’s  Sending copies to People’s
Charter Representatives and all stakeholders

www.shankariasacademy.com | www.iasparliament.com 7
  Appointment of a Nodal Officer to banners, leaflets, handbills,
ensure effective implementation brochures, local newspapers etc. and

What are the issues with Citizen also through electronic media.

Charter?  Earmarking of specific budgets for

awareness generation and orientation
 In majority of cases Charters were not
formulated through a consultative of staff, and

process.  Replication of best practices in this

 By and large service providers are not field.

familiar with the philosophy, goals

and main features of the Charter.
4. INNOVATIVE FINANCING FOR THE
 In none of the departments evaluated, HEALTH SYSTEM
had adequate publicity been given to Why innovative funding to health sector
the Charters. In most Departments, is important?
the Charters were only in the early
stages of implementation.  Improving health care and increasing
the number of people who are healthy
 No funds were specifically earmarked leads to the development of a nation.
for awareness generation on Citizen’s
Charter or for orientation of the staff  As external aid to the developing
on various components of the Charter. economies are shrinking, these
economies lie India have to develop a
What is the way forward?
new and innovative methodology to
 The need for citizens and staff to be mobilize the funds.
consulted at every stage of
 It is the need of the hour as it will
formulation of the Charter.
help India to achieve the Millennium
 Orientation of staff about the salient Development Goals and the
features and goals/objectives of the Sustainable Development Goals and
Charter; vision and mission statement support other economies also to
of the department; and skills such as achieve these goals.
team building, problem solving, What is the innovative solution?
handling of grievances and
communication skills.  The answer is that in order to
generate more resources for health,
 The need for creation of database on there is a need to consider the review
consumer grievances and redress. of the tax and subsidies which play a
preventive role in controlling
 The need for wider publicity of the
Charter through print media, posters,

www.shankariasacademy.com | www.iasparliament.com 8
 communicable and non  Subsidies on commodities such as
communicable diseases. sugar, diesel, kerosene and coal needs
to be reviewed and savings to be
 It is a two pronged strategy :
diverted to nutritious food and clean
 Increase the tax for the goods which energy resources.
consumption should be reduced
 Government needs to subsidise LPG
 Provision of subsidies for the products heavily instead of diesel, kerosene and
whose consumption must be coal for cooking and fruits, dairy
enhanced products and protein sources to be
promoted for healthy life style.
 Reducing taxes on harmful
commodities not only improve health  Government has levied taxes on
but also generate more fiscal space for tobacco, alcohol, unhealthy diets and
health. sugar contained beverages to generate
revenues but this could be enhanced
 The taxes on Alcohol, tobacco, salt to the level to make them beyond the
and sugar will not only generate reach of people.
additional resources but would be
preventing communicable and non  These kind of taxes labelled as sin tax
communicable diseases and are levied to move towards assuring
contribute to easing burden on health healthy behaviour which act as
systems. preventive health providers, save
society from Non communicable
 The revenue generated through diseases, protect human resources
tobacco taxes may be earmarked for from disability at a juncture when
health sector to deal with cancer and India is at an advantage of
cardiovascular diseases and for demographic surplus which in a way
agriculture sector to shift farmers would get converted into demographic
from tobacco cultivation to other dividend.
crops which yield high returns and
are sustainable ecologically.  The increase in taxes needs to be
substantial to achieve the desired
 No doubt taxes generated from changes in consumption and move
tobacco, alcohol and unhealthy food towards phasing it out from life.
play an important role in economy but
epidemiology transition has brought  Planning of such taxation would yield
the society at a juncture where 62 outcomes if a mechanism of strict
percent deaths in India are due to Non adherence of regulation at centre and
communicable diseases. state is in place to avoid non-
compliance on grounds of loopholes

www.shankariasacademy.com | www.iasparliament.com 9
 specially against smuggling and What is the status of e-services?
bootlegging as large tax collection
 With the development in the
allures pilferages.
technology it is now possible to
 Formulation of a policy on raised provide many services in the online
taxes may not achieve defined results mode.
unless its implementation and
enforcement is monitored effectively  According to the estimate made by the
and coordinated till it yields desired national eGrid division of the
outcomes to reduce transport and Department of electronics and
trade illegally. Information Technology, there are
more than 3500 different eservices
 The design of taxes must take into
offered by various ministries and
account all products leading to the ill
departments.
effects of heath otherwise the move
will be irrational.  As per NIC estimates, more than
8000 different portals and websites of
 Food substances that contribute to
Central Ministries and State
obesity including refined grains such
Governments are hosted by them.
as white flour and white rice are
highly subsidised and these subsidies What are the various redressal
need to be reviewed and reoriented mechanisms available for the seekers of
towards improving the nutritional online services ?
content of subsidised food.
 DARPG : The Department of
 India subsidies coal, gasoline and Administrative Reforms and Public
their fossil fuels which are leading Grievances is the nodal agency of the
products of particulate matter which Government of India for
causes lower respiratory tract administrative reforms as well as
infections, COPDs, cancers, heart redressal of public grievances relating
diseases and exacerbates the risk of to the states in general and those
TB and this to be reviewed. pertaining to Central Government
agencies in particular.
 Review of subsidies and later removal
or reduction and imposition of heavy  The Department endeavors to
taxes may not favour political agenda
document and disseminate successful
but it is the urgently needed reform
good governance practices by way of
which can help many people to lead
audio-visual media and publications.
life in a healthier manner.
 The Department also undertakes
5. E-GOVERNANCE : GRIEVANCE activities in the field of international
REDRESS FOR A NEW INDIA 2022

www.shankariasacademy.com | www.iasparliament.com 10
 exchange and cooperation to promote  It is expected to be launched in the
public service reforms. form of a scheme and experiences
from there would be helpful in
 Centralized Public Grievance
framing the revised act.
Redress And Monitoring System
(CPGRAMS) : It is an online web-  UMANG : It provides a single platform
enabled system over NICNET for all Indian Citizens to access pan
developed by NIC, in association with India e-Gov services ranging from
Directorate of Public Grievances (DPG) Central to Local Government bodies
and Department of Administrative and other citizen centric services.
Reforms and Public Grievances
 UMANG intends to provide major
(DARPG).
services offered by Central and State
 CPGRAMS is the platform based on Government departments, Local
web technology which primarily aims bodies and other utility services from
to enable submission of grievances by private organizations.
the aggrieved citizens from anywhere
 It provides a unified approach where
and anytime (24x7) basis to
citizens can install one application to
Ministries/Departments/Organisation
avail multiple government services.
s who scrutinize and take action for
speedy and favorable redress of these  UMANG service has been made
grievances. available on multiple channels like
mobile application, web, IVR and SMS
 Tracking grievances is also facilitated
which can be accessed through smart
on this portal through the system
phones, feature phones, tablets and
generated unique registration
desktops.
number.
 MyGov : is a citizen engagement
 Public Service Delivery Act : The
platform founded by the Government
GOI had proposed the Right of
of India to promote the active
Citizens for Time Bound Delivery of
participation of Indian citizens in their
Goods and Services and Redressal of
country's governance and
their Grievances Bill, in 2011 in the
development.
Lok Sabha.

 It is also aimed at creating a common

 The bill guaranteed time bound
platform for Indian citizens to "crowd
delivery of services for various public
source governance ideas from
services rendered by the Government
citizens".
to citizen and provides mechanism for
punishing the errant public servant
who is deficient in providing the
service stipulated under the statute.

www.shankariasacademy.com | www.iasparliament.com 11