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Administrative Reforms Commission Reports Report 12: Citizen Centric Administration Roman Saini
7 ARCII-12th Report Part 1
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 ARC Seven-Step Model for Citizen Centricity Citizens Participation in Administration Participation of Women and the Physically Challenged Decentralization and Delegation 4. Conclusion 3. 4. 5. 6.
"A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose ofit. He is not an outsider in our business. He is part ofit." Mahatma Gandhi
CITIZEN CENTRIC ADMINISTRATION The Heart of Governance Preface An average citizen is concerned less with the convolutions of governance and politics, or the myriad structures and levels of government departments; than with obtaining rapid and equitable access to government services. That is why, stability, transparency, efficiency and continuity in the governance systems that the citizens are most immediately concerned with, is so necessary. That is why, our priority in India must be to place the citizen at the centre of a modern public administration. This is the best idea of Inclusive Government.
Consensus oriented Accountable Transparent Participatory GOOD GOVERNANCE Responsive Follows the rule of law Effective and efficient Equitable and inclusive
/ India has an elaborate legal framework and institutional structures underpinned by the Constitution which articulate the vision of a welfare state and by implication, provide for creation of a citizen centric governance structure; but popular perception as well as the reality belies that vision The concepts of good governance and citizen centric administration are intimately connected. Citizen centricity with the aim of ensuring citizens' welfare and citizens' satisfaction, is critical for any government, local, state or national; which aims to provide good governance. / Commission's primary mandate is to suggest measures for achieving a proactive, responsive, accountable, sustainable and efficient administration for the country at all levels of government. The objective of promoting citizen centric administration has, therefore, been a central focus of all the Reports given by the Administrative Reforms Commission (ARC).
As has been pointed out in the Report, the following are the pre-requisites of citizen centric governance: a) Sound legal framework. b) Robust institutional mechanism for proper implementation of laws and their effective functioning. c) Competent personnel staffing these institutions; and sound personnel management policies. d) Right policies for decentralization, delegation and accountability.
Qig bdythd folowing core principes for m Going beyond the conceptual necessary conditions, the Commission has outlined the following core principles for making governance citizen centric: 1. 2 3. 4. 5. 6. 7. Rule of Law - Zero tolerance strategy Making institutions vibrant, responsive and accountable. Decentralization. Transparency. Civil Services Reforms. Ethics in Governance. Process Reforms. n of the quality of Governance.
Finally, taking matters further beyond principles and pre-conditions, the Commission has tried to examine the finer details of how governance can be made more citizen centric. These are: a) Re-engineering processes to make governance 'citizen centric' b) Adoption of Appropriate Modern Technology. c) Right to Information d) Citizens' Charters. e) Independent evaluation of services. f) Grievance redressal mechanisms. g) Active citizens' participation - Public-private partnerships.