Roman Saini is teaching live on Unacademy Plus
Good Governance Lesson-4 Presented By ROMAN SAINI
IN THIS LESSON Good Governance Analysis of the Existing Public Grievance System in Government of India Consumer Protection Process Simplification
Good Governance Analysis of the Existing Public Grievance System in Government of India There is considerable variation across organizations in respect of the number of grievances received, disposed of and pending in various organizations as also the extent of institutionalization of the redress process. .In order to facilitate interface with the public, Ministries and Departments have been advised to observe one day in the week as a meetingless day. It was revealed that most organizations are not even aware of this instruction. .Ministries and Departments have been advised to set up social audit panels for examining areas of public interface. There are no constituted such panels have been
Good Governance Public Grievance Cells often suffer from shortage of staff and resources. Moreover, these cells have not been adequately empowered . Several Ministries/Departments do not detect or note public grievances appearing in newspapers for suo motu redressal actions despite clear instructions on the subject. No efforts are made to hold satisfaction surveys to ascertain the outcome of measures taken by the organization to redress grievances.
Good Governance Consumer Protection The welfare role of the State is of considerable importance and therefore various measures to ensure the welfare safety, security and well being of its citizens are essential . However, citizens rely on the open market for most of their purchases particularly, goods and also increasingly, of services and the asymmetry between the consumers of goods and services necessitates State intervention. .This has resulted in setting up of consumer protection mechanisms. .The Consumer Protection Act was passed in 1986 to protect the interests of the consumers.
Good Governance The objective of this law is to provide a simple, fast and inexpensive mechanism to the citizens to redress their grievances in specified cases. .The Act envisages a three-tier quasi-judicial machinery at the National, State and District levels; (i) National Consumer Disputes Redressal Commission - known as "National Commission' (ii) State Consumer Disputes Redressal Commission known as "State Commission" and (ii) District Consumer Disputes Redressal Forum - known as "District Forum". The Act also provides for establishment of Consumer Protection Councils at the Union, State and District levels, whose main objectives are to promote and protect the rights of consumers. .
Good Governance Special Institutional Mechanisms The basic premise behind making administration citizen-centric is to ensure that the benefits of good governance are available to all sections of society. The Constitution itself provides for various socio-economic and political safeguards to certain disadvantaged sections of society. These are guaranteed through enshrining of certain specific rights to such citizens and by laying down a number of 'Directive Principles of State Policy' for the State to act upon. . Further, in case of two specific groups i.e. the Scheduled Castes and Scheduled Tribes, the Indian Constitution also provides for constituting Commissions to safeguard their interests.
Good Governance Apart from this, the Indian State has also constituted several other Commissions through statutes to safeguard the rights of different sections of society. Some of these Commissions are as follows: National Human Rights Commission National Commission for Women National Commission for Protection of Child Rights National Backward Classes Commission National Minorities Commission National Consumer Disputes Redressal Commission These are all institutions constituted for providing special focus on redressing the grievances of specific sections of society. In a way, these are special types of citizen-centric measures.
Good Governance Process Simplification The working of most government organizations is based on the Weberian principle of decision making governed by rules and regulations to ensure objectivity and uniformity. As a result, the processes and structures in any government organization generally owe their existence to and are regulated by statutes, rules and regulations etc. . These rules and regulations or procedural manuals have been formulated over a long period - with many processes still continuing from the colonial period. The expanse of governance, the complexities and above all the aspirations of citizens have changed substantially in the last few decades.
Good Governance Though there have been sporadic attempts at modifying the old rules and procedures, there has not been an exhaustive and thorough examination of these especially keeping citizens at the centre stage Closely associated with the task of simplifying governmental procedures is the reduction in the number of layers in the decision-making process. .One of the maladies of most organizations is the existence of a multiplicity of layers in the organizational hierarchy. This delays decision making on the one hand and diffuses accountability on the other. Thererefore, structural change should be an integral part of any process simplification exercise.
Good Governance Evaluation, on the other hand, assesses the impact of the activities of an organizational unit. . Broadly speaking, while monitoring focuses on internal performance, evaluation focuses on the external impact created by the activities of the organization. Irn other words, while monitoring deals with outputs, evaluation is concerned with outcomes Rationalising Procedures with respect to Issue of Driving License, Registration of Births and Deaths, Building Licenses and Completion Certificates etc.