Department of Administrative Reforms Public Grievances

1. Department of Administrative Reforms & Public Grievances

2. Reforms as national agenda �All our efforts to achieve rapid and inclusive development will come to naught, if we cannot ensure good governance both in the manner public programmes are implemented and, equally important, in the way the government interacts with the ordinary citizen� - Approach Paper to the 11th Five Year Plan Finance Minister mentioned three challenges (Budget Speech 2010) revert to high GDP growth path harness economic growth to consolidate recent gains in making development more inclusive weaknesses in government systems, structures & institutions at different levels of governance- bottleneck of our public delivery mechanisms

3. Reforms as national agenda � Role of the department Reforms, therefore, have emerged as one of the most important national agendas Department works as an agency designed for affecting changes across specialised individual functional units of Government � Ministries/ department/ organizations How we see ourselves dedicated organization focused on changing processes within government which is crucial & necessary instrument of change

4. Our Vision and Mission Vision : Facilitate pursuit of excellence in governance for the benefit of all citizens Mission : To foster excellence in governance and pursuit of administrative reforms through improvements in government structures & processes promoting citizen-centric governance with emphasis on grievance redressal innovations in e-Governance documentation & dissemination of best practices 30/03/2010 4 Presentation before Parlimentary Standing Committee

5. Role of the Department Internal Consultant to the Government Enabler & Facilitator Proactive change agent & Management of change Documentation & dissemination of best practices Spearheading e-Governance Setting up of standards & benchmark in delivering public services

6. Internal Consultant to Government Prepare research/background papers/framework � suo moto as well as on request SOGR Framework Internal Control and Risk Management Framework Social Accountability State of Civil Services Report Preparation of background papers & organising Chief Secretaries Conference to discuss issues of national importance Organising meeting of SAARC Cabinet Secretaries Prime Minister�s Awards for excellence in Public Administration

7. Enabler and facilitator Organization of CPGRAMS Training Sessions in Ministries/Departments Promoting and supporting Sevottam in States/UTs Helping Ministries/Departments in implementing Sevottam (mandatory objective under RFD) & organising workshops on Sevottam Capacity Building of ATIs for Sevottam Providing challenge funds to promote innovative best practices and handholding of the States Modernization of Government offices

8. Proactive change agent & Management of change Setting up of 2nd ARC Secretariat to the CGAR and GoM Follow up of implementation of recommendations of 2nd ARC Administration of CSMOP to ensure simplification & re-engineering of business processes across the Central Government offices

9. Documentation & dissemination of best practices Organizing Civil Services Day, Conference of Secretaries of Administrative Reforms of States/UTs, Regional Conferences on best practices Providing financial assistance to States for documentation of best practices Publication of quarterly journal - Management in Government (MIG), Monthly newsletter - Civil Services News (CSN) and a book on best practices Strengthening Governance Knowledge Centre

10. Documentation & dissemination of best practices In fields of Public Administration & Governance Multilateral/bilateral international cooperation Execute & implement MoUs with China, Malaysia, Singapore, Brazil & South Africa Bilateral cooperation with International Institute of Administrative Sciences (IIAS) & Commonwealth Association for Public Administration & Management (CAPAM) Biennial CAPAM Innovation Awards

11. Spearheading e-Governance Promoting reforms through e-Governance in consonance with the overall national objectives & priorities Discharging specific responsibilities entrusted under NeGP formulated jointly with DIT Implementing e-office MMP � initially at 3 pilot locations & subsequent roll out in Central Government offices Formulation of strategy for change management & business process reengineerin

12. Spearheading e-Governance Organizing National Conference on e-Governance & giving away of National Awards Publishing of Compendium of select papers on issues of e-Governance, case studies of previous year�s awardees, compilation of national & international best practices on selected topic

13. Setting up of standards & benchmark in delivering public services Review of Citizen�s Charters to set specific service delivery standards Introducing citizen-friendly initiatives in service delivery by integrated Sevottam model Focus Setting service delivery standards for improvement in quality of public service delivery

14. Setting up of standards & benchmark in delivering public services Issuing policy guidelines for redress of grievances New web based software system - Centralised Public Grievance Redress & Monitoring System (CPGRAMS) covers 89 Ministries/Departments of GOI Allows integration of manual complaints with electronic complaints by scanning

15. Road Ahead Should DARPG be placed more strategically in the system (PMO) to have a stronger mandate for reforms? Think tank under DARPG? Involvement of Civil Society in Public Reforms Collaboration with outstanding international institutions in the field of public policy 9/8/2012 Results Framework Document 15

16. Thank You