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OBLECTIVE To present some exemplary cases of implementation of social service delivery initiatives
from an action-oriented perspective. The aim of this compilation is not to be exhaustive, but to present
key good practices.
1) Odishaʼs school student helpline service, Sampark, has helped in timely and efficient redressal of
complaints lodged by students related to education and schools under the Right of Children to Free
and Compulsory Education Act, 2009 (RTE)
addressing issues like corporal punishment, the
helped improve discipline in the education system by reducing teacher absenteeism
increasing sensitisation towards childrenʼs issues and their rights.
increased mobilisation among field officers, established an effective feedback
mechanism while simultaneously opening a channel of communication between the students
and education authorities, thereby helping provide solutions to students in distress.
The helpline centre receives 200-300 calls daily where people clarify their doubts as well as register
complaints. The helpline not only registers complaints but also provides counselling to distressed
callers.
The Sarva Shiksha Abhiyan (SSA) in Gujarat has used this programme successfully to accommodate
and educate migrant children in seasonal hostels and in Tent Special Training Programmes.
The programme has helped increase retention under elementary education of children who migrate
with parents looking for seasonal employment and reduce the drop-out rates of girls in primary
education.
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3) Pota Cabins: Residential schools for children in LWE-affected areas of Chhattisgarh
Pota Cabins is an innovative educational initiative for building schools with impermanent materials
like bamboo and plywood in Chhattisgarh.
The initiative has helped reduce the number of out-of-school children and improve enrolment and
retention of children since its introduction in 2011. The number of out-of- school children in the 6-14
years age group reduced from 21,816 to 5,780 as the number of Pota Cabins rose from 17 to 43
within a year of the initiative.
These residential schools help ensure continuity of education from primary to middle- class levels in
Left Wing Extremism affected villages of Dantewada district, by providing children and their families a
safe zone where they can continue their education in an environment free of fear and instability.
5) Saakshar Bharat: Sustaining and enhancing efforts in adult education in Andhra Pradesh
Seeking to promote and strengthen adult education, especially womenʼs education, Andhra Pradeshʼs
Saakshar Bharat programme has facilitated opportunities for continuing education by extending
educational options to adults who have dropped out of, or never entered the formal education
system. With its emphasis on basic literacy, post-literacy and continuous education, the initiative
forms a continuum as opposed to segmenting adult education. Enrolment of the programme has
increased progressively over the years - up from approximately 15 lakhs to over 45 lakhs between the
years 2010-11 and 2012-13. The number of adults enrolled through during this period is above 83
lakhs.
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BEST PRACTICES IN ENVIRONMENT
1) Avadi Sewage Treatment Plant: Sustainable off-grid sewage treatment in Chennai The Tamil Nadu
Police Housing Corporation (TNPHC) has successfully constructed an off- grid sewage treatment plant
(STP) to improve living conditions in the police housing colony in Avadi, a suburb of Chennai. This
sewage treatment plant has not only solved the problem of sewage disposal but also provided a pond
of treated water for fishing, vegetable cultivation and recharging of groundwater. It treats 12 lakh
litres of sewage every day with no negative discharge, produces manure, recharges groundwater,
removes the source of foul odour and waterborne diseases, and beautifies the area.
2) Dhara Vikas: Creating water security through spring-shed development in Sikkim Dhara Vikas is an
innovative programme to revive and maintain drying springs in the north-eastern state of Sikkim. A
robust climate adaptation strategy for drought-prone districts, Dhara Vikas (meaning, spring-shed
development) is helping to alleviate the problem of rural water scarcity by reducing surface runoff of
rainwater and allowing more water to percolate down to recharge underground aquifers, which, in
turn, ensures increased discharge from springs. Besides its significant impact on crop patterns and
yields, the programme has also worked on developing a village spring atlas and a water source atlas
for the state. Water access to the population through this initiative has also led to improved
sanitation practices.
3) Environment Management Initiative: A unique low-cost model in Andaman and Nicobar Islands
launched an environment management initiative in Port Blair, Andaman and Nicobar, with the aim to
promote environmental conservation and awareness through implementation of rainwater
harvesting, effluent treatment and paper recycling. As a result of this initiative, nearly half of the
institute campusʼ water requirement is being met through rainwater harvesting. Simultaneously, the
paper recycling plant set up under the initiative produces 500 file folders every semester; and the
solid waste management component has helped reduce waste.
4) Forest Produce Tracking System: Facilitating resource management from source to sink in
Karnataka
Forest Produce Tracking System (FPTS) is a cutting edge web-based application, which was developed
and implemented by the Karnataka Forest Department (KFD) in 2011.
Indiaʼs first end-to-end online system for tracking forest produce, FPTS represents a radical shift in the
approach toward transit management as user departments have access to all the data on a single,
simplified dashboard which generates reports on transit passes (TPs), rejected applications, check
post registers and tracks delayed arrivals too. The FPTS automatically tracks a voluminous number of
transactions, handling approximately 4,000–5,000 TPs issued daily.
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5) Integrated Basin Development and Livelihood Promotion Programme: Fostering a spirit of
entrepreneurship in Meghalaya
The Integrated Basin Development and Livelihood Promotion Programme (IBDLP), a flagship
programme, was launched by the Government of Meghalaya in 2012. It aims to develop sustainable
and inclusive entrepreneurship through an extensive system of training and capacity building, credit
linkage and supply chain development. The programme has brought about significant process re-
engineering, facilitating convergent action and holistic development through inclusive growth,
livelihood promotion and environmental conservation. An Enterprise Facilitation Centre located at the
block level functions as a single window for partners to receive all services, saving them from
running pillar to post, thereby increasing efficiency in stakeholder matchmaking. Departments also
stand to benefit as the Centre filters non-serious applicants.
6) Lake Restoration: Two successful models of lake restoration in Rajasthan (Mansagar) and
Karnataka (Kaikondrahalli)
The Mansagar Lake in Jaipur, Rajasthan, and the Kaikondrahalli Lake in Bengaluru, Karnataka, have
been successfully restored using two very different approaches. The restoration of Mansagar was
achieved under a public private partnership (PPP) model while Kaikondrahalli was restored through a
multi-stakeholder socially inclusive model. Both approaches have successfully revived the lakes and
the ecologies dependent on them. They have also provided local communities with aesthetic and
recreational spaces that are also sources of revenue.
7) Mazhapolima: Ensuring water security through participatory well recharge in Kerala environment
Mazhapolima is a participatory climate change adaptation initiative which was launched by the
Government of Kerala in Thrissur district in 2008. The project aims to alleviate the problem of water
scarcity by harvesting rainwater from rooftops and feeding it into open dug wells, which traditionally
form the water security mechanisms of the state. Active participation of Gram Panchayats, private
agencies and beneficiaries led to the installation of over 10,300 Mazhapolima units with government
subsidy. The effect of these units on groundwater levels has encouraged more than 10,000
households to adopt Mazhapolima open well recharging systems at their own cost.
8) SAFAR: System of Air quality Forecasting And Research in metropolitan cities like Delhi
environment
The Ministry of Earth Sciences (MoES), Government of India, has introduced the System of Air Quality
Forecasting And Research (SAFAR) to provide location-specific information on air quality in near real
time and its forecast 1-3 days in advance in major metropolitan cities such as Delhi and Pune. This
system benefits the general population by increasing awareness on climate- related events and in
forecasting adverse environment effects. The World Meteorological Organization has recognised
SAFAR as a prototype activity on the basis of the high quality control and standards maintained in its
implementation. Hospitals and medical colleges which have set up SAFAR stations have the data
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available for their own research and scientific usage and to identify, for instance, the rise of ailments
like bronchitis cases in the area.
9) Sustainable Plastic Waste Management Plan: Defending the fragile ecosystem of Himachal
Pradesh environment
The Sustainable Plastic Waste Management Plan was launched by the Government of Himachal
Pradesh in 2009 to systematically and aggressively deal with the environmental threat emanating
from non-biodegradable waste. The ban on the use of plastic in Himachal Pradesh has proven to be
effective and successful in developing a systematic system of disposing off plastic and using it in
construction of roads thus making state of Himachal Pradesh free from plastic. The plan has made a
big impact in building awareness and securing peopleʼs cooperation and has encouraged people to
take on the responsibility of cleaning their state and creating a plastic-free world.
1)Panchayat Banks: Providing banking facilities at the village level in Jharkhand Financial inclusion
The Panchayat Banks model of Jharkhand has provided rural citizens with improved access to a range
of government schemes as well as financial services, allowing citizens to carry out basic financial
transactions and also access benefits of government schemes such as pensions and Mahatma Gandhi
National Rural Employment Guarantee Act (MGNREGA) payments. The initiative has also led to the
creation of local entrepreneurs amongst community members and provided a source of livelihood to
bank operators. It has reduced systemic leakages and increased transparency as well, as the new
system, coupled with the Aadhaar-based direct transfer system, credits money directly into the
account of MGNREGA workers who can withdraw the money through biometric authentication.
The practical challenges of implementing the Public Distribution System (PDS) in Arunachal Pradesh
led to the conceptualisation of the Arun ePDS initiative to improve delivery through process re-
engineering and use of Information and Communication Technologies (ICTs). The first phase, currently
under implementation, is already showing significant impact in reducing the pilferage of food rations.
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The initiative has resulted in rapid redressal of grievances, detection of ghost ration cards and
issuance of cards to people hitherto excluded from the system.
2) Dilli Annashree Yojna: Food security for the vulnerable in Delhi Food security and public
distribution Dilli Annashree Yojna (DAY) is a pioneering initiative using the Direct Benefit Transfer
(DBT) mechanism to provide food security to households in Delhi which were left uncovered by
existing food security schemes. The eldest woman of a vulnerable household is made the beneficiary,
thus providing this scheme a gender-sensitive edge. Since its implementation, the scheme has
covered more than 1,00,000 families in Delhi. Women beneficiaries felt that cash served the dual
purpose of food security along with social security in case of illness, especially in occupationally
vulnerable families.
1) Arogyakeralam Palliative Care Project: Ensuring care and support for the chronically ill & infirm in
Kerala
The Arogyakeralam project is based on a unique policy issue by the Government of Kerala in 2008
with the aim of providing medical care and support to every citizen in need of palliative care.
Arogyakeralam emphasises a community-based approach to healthcare and considers home-based
medical care to be the cornerstone of palliative care services. As of March 2014, the project had
provided primary-level palliative care to an average of 48,339 and secondary-level care to an average
of 2,419 beneficiaries each month since 2008.
The Comprehensive Annual and Total Health Check-up for Healthy Sikkim (CATCH) is a flagship
programme, which was launched by the Government of Sikkim to provide basic healthcare services at
the doorstep of the stateʼs rural population and push up Sikkim above all other Indian states in terms
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of health indicators by 2015. The programme focusses on community-based comprehensive
healthcare by conducting annual and periodic health check-ups free of cost for all the citizens of
Sikkim and providing referrals as required. Since its launch in 2010, CATCH has benefited 5,52,767
people in the state, conducted 3,685 health camps, and distributed 1,30723 health cards to citizens.
The Department of Women and Child Development (WCD), Government of Odisha, has undertaken
decentralisation of the Integrated Child Development Services (ICDS) supplementary nutrition
programme in the state to streamline and strengthen the programme and ensure ‘universalisation
with qualityʼ in a time-bound manner. The initiative reaches out to all beneficiaries with a standard
weekly menu, meeting the protein and calorie norms within the allocated ration cost, removing
contractors and encouraging women Self-Help Groups (SHGs) in adherence with the Supreme Court
directive. Results from a social audit indicate that 71% of the respondents felt that the menu chart
was being followed.
4) Indira Bal Swasthya Yojana: Applying preventive healthcare measures to promote childrenʼs
health in Haryana
The Indira Bal Swasthya Yojana (IBSY) is a preventive health scheme launched by the National Rural
Health Mission (NRHM), Haryana, which aims to screen all children accessing public health and
education facilities like schools and anganwadis, for diseases, disabilities and deficiencies and refer
them for free follow-up treatment if required. This makes Haryana the only state in the country to
have a single preventive healthcare measure that so comprehensively covers the under-18
population. The IBSY screens lakhs of children each year, resulting in large-scale preventive treatment
and the discovery of significant health risk patterns in society that are used for future policy
formulation.
(NRHM) in the Karnataka in 2009. It is Indiaʼs first and largest rural tele-medicine programme using
tele-ophthalmology to tackle infant blindness, caused by Retinopathy of Prematurity (ROP). The
KIDROP project uses trained technicians and digital equipment to provide diagnosis and treatment to
premature infants in the under-served areas of rural Karnataka. As of 2014, KIDROP has screened over
17,800 infants in over 85 neonatal care centres across 19 districts of Karnataka since its launch.
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6) Mo Masari: Using insecticidal nets to protect pregnant women and children from malaria in
Odisha
Aiming to improve the healthcare scenario in Assam, the state team of the National Rural Health
Mission (NRHM) launched some innovative programmes in 2010 to promote
health-seeking behaviour among beneficiaries and improve service delivery. Morom is one such
initiative that provides cash incentives to in-patients at public health facilities. A total of 117,181
patients have benefitted in 2013–2014, with approximately Rs. 3.5 crore being disbursed. Likewise,
another scheme, Mamata, provides baby kits to mothers who stay on at health facilities for 48 hours
after delivery to receive post-partum care. The state has also set up Nutrition Counselling cum
Management Centres (NCMCs) to augment the reach and efficacy of the existing Nutrition
Rehabilitation Centres (NRCs) in proactively screening and treating malnourished children.
1)Intelligent Transport System: Improving urban public transport in Mysore infrastructure and
development
Launched in 2012, the Intelligent Transport System (ITS) in Mysore has involved Information and
Communication Technologies (ICTs) to enable smarter transport networks that help traffic
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management, ensure real-time control and safety besides curtailing the growth of private vehicles. In
doing so, it has resulted in several benefits to the people, such as improvements in safety, increased
commuter satisfaction, reduction in traffic congestion and pollution levels, reduction in travel time
delays and related uncertainties. It has provided an alternative to Indiaʼs inefficient urban public
transportation through the provision of dynamic and real time information of bus routes to the
passengers. This has been achieved without putting the government or citizens through the
inconvenience of construction and widening of roads, or cutting of trees.
1) 24 x 7 Metered Water: Improving water supply in rural areas of Punjab local governance
Aiming to maximise coverage of villages availing water supply schemes, the 24x7 Metered Water
Supply initiative has successfully involved the community in planning and implementation and
metering water consumption for judicious use in Punjab. The nodal department, the Department of
Rural Water Supply and Sanitation (DRWSS), Government of Punjab, has also introduced a novel pull-
model of proactively calling beneficiaries to obtain beneficiary feedback and to address grievances on
water supply service. In order to inculcate sustainable practices in the usage of water, to ensure parity
in its usage, and to ensure that water charges are paid, water meters and a system of pay-per-use has
been introduced in 15 villages of Punjab. Funds that are left over after the completion of tasks are
ploughed back into water and sanitation-related projects in the village as they are not permitted to be
used for other purposes.
2) Entitlement-Based District Planning: Innovating planning process for accuracy and efficiency in
Bihar
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BEST PRACTICES IN SOCIAL SECURITY
1) Aam Aadmi Bima Yojna: Life insurance for rural landless labourers in Andhra Pranesh
Aam Aadmi Bima Yojana (AABY) is a group insurance scheme for the benefit of rural landless
agricultural labourers implemented by the Society for Elimination of Rural Poverty (SERP) at the state
level and ‘Zilla Samakhyaʼ at the district level in Andhra Pradesh. The scheme extends benefits for life
insurance as well as coverage of partial and permanent disability to a designated family member.
Scholarships are also awarded to two children in the family of a disabled/deceased insurance holder,
who are between grades 9 and 12. As of 2014, a total of 38 lakh rural landless agricultural labourers in
Andhra Pradesh are covered under the scheme.
2) Daliya Jalao: Liberating and rehabilitating manual scavengers in Badaun district of Uttar Pradesh
The Daliya Jalao (literally meaning ‘burn the basketʼ) initiative sought to eliminate manual scavenging
in Badaun district, Uttar Pradesh, through a mission mode approach, generating a high impact within
a short period of time. Under the initiative 2,750 manual scavengers were liberated within a year and
the initiative has had a profound impact on health indices with no fresh cases of polio reported since
2010. The initiative also took proactive steps to rehabilitate manual scavengers through existing
government schemes such as pension schemes, special scholarships for children, rural housing
schemes, loans and skill upgradation training. It has sustained itself on the willingness of the
community of manual scavengers to organise themselves and eliminate manual scavenging.
3) Forest Rights Act, 2006: Distributing land deeds to tribal people in Tripura Social Security
Tripura holds the highest record of land deeds distributed under the Forest Rights Act in the
country. Over 1.91 lakh claims were received from forest dwelling families and of these, over 1.24
lakh families have been benefitted with land ownership due to the successful implementation of the
Forest Rights Act, 2006, in the state. The Tribal Welfare Department has now taken this to the next
level, and converged a multitude of economic schemes with other departments for the benefit of all
patta holders. This has been accompanied by impressive economic benefits with thousands of tribal
families benefiting from fisheries, horticulture etc.
4) Himayat: Placement linked skill development in Jammu and Kashmir Social Security
‘Himayatʼ provides young people in the state of Jammu and Kashmir (J&K) with skill training, followed
by job placements. Employment is followed by extensive post- placement tracking and support to
ensure that trainees are able to adjust to work life. The scheme is implemented in Public Private
Partnership (PPP) mode by the Ministry of Rural Development, Government of J&K, along with
partner training agencies. The youth enrolled for the training belong to the 18 to 35 years age
bracket.
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5) Samarpan: Early identification and intervention to check disability in Madhya Pradesh
Samarpan, in Madhya Pradesh, is a unique intervention conceptualised for the early identification,
screening, treatment and rehabilitation of children with developmental delay or physically disability.
Led by the Hoshangabad district administration, Samarpanʼs Early Intervention Clinic (EIC) realises a
convergence model of the Departments of Public Health & Family Welfare (PHFW), Women and Chilld
Development (WCD), and the District Disabled Rehabilitation Centre (DDRC). Every month, 1,500
children are examined in a coordinated exercise involving a vast number of health officials and
converging existing schemes such as the National Rural Health Mission (NRHM) and the Mukhya
Mantri Bal Hriday Upchaar Yojna. The relevance of this initiative was established in February 2013,
when the NHRM launched the Rashtriya Bal Swasthya Karyakram, modelled on Samarpan. A total of
1,05,550 children were screened by Anaganwadi Workers using the ‘Samarpanʼ screening test, and
2,311 children were identified with delays-in-developmental milestones as of March, 2014.
The state-led Water and Sanitation Management Organisation (WASMO) has successfully
implemented a unique rural water supply programme to ensure adequate, quality drinking water
supply at an affordable cost in all rural areas of Gujarat. The programme is distinctive because the
State government has adopted a demand-responsive adaptable approach involving strong community
participation. The programme is based on a unique cost-sharing model, where the community
partially shares the cost, owns the drinking water assets and holds the operation and maintenance
responsibilities. It has successfully brought drinking water supply to the doorstep of rural Gujarat
while establishing a financially sustainable water system.
2) Open Defecation Free Villages: Creating and sustaining Nirmal Grams through community
participation in Jharkhand
The Government of Jharkhand has successfully established a workable strategy for creating and
sustaining Nirmal Grams (clean villages) through a people-centric, participatory and demand-driven
approach. This initiative aims to create Open Defecation Free (ODF) villages through the construction
of a functional toilet in every household.
Having been successfully piloted in Gadri village, the initiative is being scaled up across the state, with
convergence and community involvement as its underlying principles. The initiative has created a
ripple effect as neighbouring villages have emulated the process and the State government has
upscaled the initiative, beginning with the direct transfer of Rs 30.46 crore to the Village Water and
Sanitation Committees of various Panchayats.
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1) Ghar Doghaanche Abhiyan: Joint ownership of housing by husband and wife in Maharashtra
Mahila Arthik Vikas Mahamandal (MAVIM), the womenʼs economic empowerment organisation of
the Government of Maharashtra, has undertaken an awareness generation campaign that seeks to
make women aware of their rights to their husbandsʼ house and property. The initiative stands out for
addressing a challenging issue that has often been cited as a reason for the vulnerabilities of many
married women. 1,065 women from 29 villages in Parbhani district have become co-owners of
property since June 2013. Besides a sense of security, they have been able to resist domestic abuse
with the knowledge that they cannot legally be thrown out of their houses. Women members of Self
Help Groups (SHGs) are even more empowered owing to their increased awareness and economic
independence.
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