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Administrative Reforms Commission Reports Report 12: Citizen Centric Administration Roman Saini
7 ARCII-12th Report Part 3
Course Structure 7. Effective Public Grievances Redressal 1. 12th Report- Preface 2. Outline of 12th Report 3. System 8. Consumer Protection 9. Special Institution Mechanisms Recommendations of 12th report 1. Functions of Government 2. Making Citizens' Charters Effectiv 10. Process Simplification e An Agenda for Reform 3. ARC Seven-Step Model for Citizen 4. Conclusion 4. Citizens Participation in 5. Participation of Women and the 6. Decentralization and Delegation Centricity Administration Physically Challenged
4.CITIZENS PARTICIPATION IN ADMINISTRATIO It is now widely accepted that active citizens' participation can contribute to good governance in the following ways: 1. It enables citizens to demand accountability and helps to make government 2. It helps to make government programmes and services more effective and 3. It enables the poor and marginalized to influence public policy and service 4. It helps to promote healthy, grassroots democracy. more responsive, efficient and effective. sustainable. delivery to improve their lives.
The Commission is of the view that mechanisms for citizens' participation in governance could be conceptualized in the following main forms: 1. Citizens seeking information; 2. Citizens giving suggestions; 3. Citizens demanding better services; 4. Citizens holding service providers and other government agencies accountable; 5. Active citizen participation in administration/decision making Therefore, it should be mandatory for all government organizations to develop a suitable mechanism for receipt of suggestions from citizens, which could range from the simple 'Suggestion Box' to periodic consultations with citizens' groups. A system of incentives and rewards should be introduced so that suggestions that lead to significant improvement or savings can be acknowledged.
Every government organization must ensure the following: 1. fool-proof system for registration of all complaints, 2. a prescribed time schedule for response and resolution, and 3. a monitoring and evaluation mechanism to ensure that the norms, prescribed are complied with. Use of tools of information technology can help to make such a system more accessible for citizens. Regular citizen's feedback and survey and citizen's report cards should be evolved by all government organisations for gauging citizens' responses to their services. These should be used as inputs for improving organizational efficiency
There is need to create institutionalized mechanisms for encouraging their participation in governance across public agencies at all levels and, for this to happen, the following steps are necessary: A comprehensive review of policy and practice in each department/ public agency 1. 2. Modifying administrative procedures where necessary 3. Entrustment of the function of institutionalizing citizens participation in governance to a senior level officer 4. Performance management reviews to incorporate effectiveness in ensuring citizens participation in governance.
5. PARTICIPATION OF WOMEN AND THE PHYSICALLY CHALLENGED Note-As per the 2001 Census, there are 2.19 crore persons with disabilities in India 2.13% of the total population which include persons with visual, hearing speech, locomotor and able mental disabilities Ensuring the full participation of women should be a specific aim of citizen centric administration and this should be reflected in various policies and programmes, including citizens'charters and grievances redressal mechanisms .
. Government may constitute an expert committee to identify the areas where special provisions for the physically challenged should be made mandatory. These areas could be reviewed and expanded every five years. . Government should adopt a more proactive approach for detection and registration of the physically challenged persons. To achieve this, responsibility should be cast on the Primary Health Centres (PHCs) to identify all such cases in their jurisdiction and to get the evaluation of the disabilities done To enable the PHCs to discharge these responsibilities, adequate resources should be placed at the disposal of the Medical Officer. . Steps should be taken to create a database for all the Disabilities Certificate holders with integration at District, State and National levels
6.DECENTRALISATION AND DELEGATION Principle of Subsidiarit The Oxford English Dictionary defines 'subsidiarity' as the principle that a central authority should have a subsidiary function, performing only those tasks which cannot be performed effectively at a more immediate or local level. Decentralisation "the spread of power away from the center to local branches or governments" Based on the principle of subsidiarity, each government organization should carry out an exercise to assess whether adequate delegation of authority has been done.