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Any state that needs to grow has to keep the citizens at the centre of all policy formulations

Any state that needs to grow has to keep the citizens at the centre of all policy formulations. RIGHT TO SERVICE ACT Empowering the citizens of Punjab. 01. All about Right to Service Act. Why Right to Service Act? What is the purpose of this Act? How the Act was conceptualised?

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Any state that needs to grow has to keep the citizens at the centre of all policy formulations

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  1. Any state that needs to grow has to keep the citizens at the centre of all policy formulations RIGHT TO SERVICE ACT Empowering the citizens of Punjab 01

  2. All about Right to Service Act • Why Right to Service Act? • What is the purpose of this Act? • How the Act was conceptualised? • Salient features of the Act • How to access these services? • How to lodge a complaint? • Right to Service Commission • Services Notified 02

  3. Why Right to Service Act? 64 years after independence... • Distrust between citizen & the Government • Citizens treated like Ria and Administration as Mai Baap. • Services given as ‘Doles’ or ‘ Khairat’ • Corruption in delivery of services • No institutional system of complaint redressal 03

  4. What is the Purpose of this Act? • Empowering citizens to claim services as a Right • Restoring Dignity of the citizens • Reposing Trust in citizens through procedural changes and technology • Democratizing Governance through Accountable Administration • Institutionalize mechanism to take suo-motto notice of any corrupt practices and harassment 04

  5. How the Act was Conceptualised? • Not merely a piece of legislation • Extensive work done for two years at three levels - • Procedural changes to repose trust in the citizens, like elimination of affidavits • Process reengineering, like in the case of property registration, discretionary powers of the tehsildarregarding calculation of construction cost has been replaced with flat rate; introduction of self certification of building plans by empanelled architects • Dignified service delivery centres, like Fard Kendras, Saanjh Kendras and Suvidha Centres 05

  6. Salient Features of the Act • Statutory backing for ensuring timely delivery of services • A Dynamic Act - Sufficient scope to include new services, amend timelines, adapt new technology innovations without long administrative procedures • Main thrust is to provide services first and then start proceedings against erring officials 06

  7. Easy complaint redressal mechanism • Transparent and accountable administration. Even those services which are yet to be included in the Act, it has been made obligatory on the part of the concerned departments to make public stipulated time limits for their delivery • Punjab is the only state which has included twenty (20) police services 07

  8. Procedure for obtaining services 08

  9. How to Access the services? • Service Delivery Centres • Suvidha Centres at the district/sub-divisional level • Fard Kendras for Revenue services • Saanjh Kendras for Police services 09

  10. List of Concerned designated officials available at above places • Proper receipt shall be issued to facilitate tracking • Digitised systems are being developed to track denial or delay in service delivery automatically by the appellate authorities and the Commission • First Appellate Authority shall take action on delay and denial without waiting for the formal complaint 10

  11. How to Lodge a Complaint? • Unique receipt number can be mentioned on a complaint proforma made available at the service-delivery and online • First Appellate Authority, SDM/DSP to take action within time limit stipulated for the delivery of a particular service • Complaints can be filed within 30 days of denial or non-delivery of service • Second Appellate Authority,DC / SSP/Commissioner of Police competent to impose penalty upto Rs 5000/- for denial or delay in delivery of service without sufficient reasons 11

  12. Right to Service Commission • Oversee implementation of the Act • Take suo motto notice for denial or delay in delivery of services to any citizen • Entertain Revision petitions against orders of Second Appellate Authority • Make suggestions to Government for ensuring better delivery of services & recommend process re-engineering • Recommend disciplinary action against erring officials 12

  13. Services Notified • As on date, 67 services have been notified under the Act • Provision in the Act, more services can be notified later 13

  14. Local Government 14

  15. Local Government 15

  16. Local Government 16

  17. Transport 17

  18. Transport 18

  19. Housing & Urban Development 19

  20. Housing & Urban Development 20

  21. Revenue 21

  22. Revenue 22

  23. Health 23

  24. Home 24

  25. Home - Police 25

  26. Home - Police 26

  27. Home - Police 27

  28. Home - Police 28

  29. Social Security 29

  30. Food , Civil Supplies and Consumer Affairs 30

  31. Personnel 31

  32. Rural Water Supply & Sanitation 32

  33. Other Governance Reforms • Legislative Reforms • Citizen Service Delivery • IT Initiatives • Process Re-engineering • Institutional Strengthening and Capacity Building 33

  34. Legislative Reforms AMENDMENTS IN PUNJAB LAND REVENUE ACT, 1887 • Power of remand in appeal cases restricted to First Appellate Authority only • After this amendment, Divisional Commissioners and FCR have to decide a case and cannot remand to lower revenue officials • No appeal against interim orders 34

  35. Legislative Reforms AMENDMENTS IN PUNJAB LAND REVENUE ACT, 1887 • After this amendment, in partition cases the older practice of going for an appeal for every order of Tehsildar/SDM shall not be possible. This amendment alone shall result in expediting the delivery of justice in partition cases. • Power of revision restricted to level of Divisional Commissioner 35

  36. Legislative Reforms AMENDMENTS IN PUNJAB SECURITY OF LAND TENURES ACT 1953 AND THE PEPSU TENANCY AND AGRICULTURAL LAND ACT 1955 • Land owners can give their land on lease for a fixed period • Ejectment of tenant after the expiry of term of lease easier after the amendment to sections 9(1), 9(A), 17 and 18  of the said acts • Section 8 (b) amended : word ‘male’ deleted,thereby, giving equal tenancy rights to both ‘male’ and ‘female’ descendents. 36

  37. Legislative Reforms AMENDMENT IN MOTOR VEHICLE ACT, 1988 & RULES 4, 10, 11 OF CENTRAL MOTOR VEHICLE ACT • Principals of educational institutions authorized to issue ‘Learner’s License’ to students after conducting mandatory test about knowledge of traffic rules 37

  38. Citizen Service Delivery • ‘SAANJH’ Kendras under Community Policing Program : Verification of Passport & Arm licenses, Police clearance Certificate, Economic offenses cell, NRI Police Stations, Cyber Police Stations, Women cell and Grievance Redressal Counter • Establishing of ‘FARD’ Centers: 137 centers rolled out • Emergency Medical Response Systems – Dial 108 190 ambulances have been stationed all across the state for emergency healthcare. 50 more would be stationed by month end, aggregating to 240 38

  39. IT Initiatives • Computerization of Land Records • Smart card based Driving License & RC • E-tendering in all departments • Integrated Work Flow and Document Management System • Integrated Financial Management System for all treasuries • Public Works Information Management Systems • E-Gram centers • E-barriers for toll collection 39

  40. Process Re-engineering • Elimination of Affidavits in more than 150 services Self declaration to replace affidavits • Simplification of Registration of Vehicles: Automobile dealers authorized to register vehicles sold at their respective dealership and issue registration numbers. • Streamlining of Registration of sale deeds 40

  41. Process Re-engineering • Streamlining the process of Registration of Births and deaths • Simplification / user friendly procedure regarding sanction of building plans • Decentralization of powers to urban local bodies to approve / recommend change of land use • Simplification of procedure for sanction of town planning schemes to encourage planned development in municipal areas 41

  42. Strengthening Institutions & Capacity Building • Establishing Punjab Governance Reforms Commission (PGRC) • Only State to create an exclusive reforms commission and Oversight Committee to implement the recommendations of the Commission • Submitted 5 reports – reform in Administrative affairs, Healthcare, Environment Management, Education and Governance • Revamping of Punjab Remote Sensing Centre for satellite mapping of the state 42

  43. Thank You

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