Administrative Reforms Commission Reports Report 12: Citizen Centric Administration
ARC II 12th Report
Course Structure Effective Public Grievances Redressal System Consumer Protection Special Institution Mechanisms 7. 1. 12th Report- Preface 2. Outline of 12th Report 3. Recommendations of 12th report 8. 9. 1. 2. Functions of Government Making Citizens' Charters Effective 10. Process Simplification 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.
10.PROCESS SIMPLIFICATION Why required? 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. ese rules and regulations or procedural manuals have been formulated over a long period - with many processes still continuing from the colonial period. All Ministries/Departments should prepare a roadmap for carrying out a process simplification exercise. the colonial period.
A. Simplifying Internal Procedures This should involve changes in Rules, Regulations and Laws wherever necessary. The entire exercise should be completed within two years. This elaborate exercise would involve the following steps for any organizations: 1. Constitution of an in-house core team of persons well versed with internal procedures. 2. Engaging external experts - if necessary. 3. Getting feedback from citizens
4. Analyzing all processes from the point of necessity, simplicity, rationality and citizen centricity. 5. Redesigning processes and forms. Doing a pilot study and getting it evaluated. 7. Once the pilot stabilizes, analyzing the changes required in the rules/ statutes 8. 6. Implementing the change. 9. Creating an incentive mechanism for sustaining the change. Structural change should be an integral part of any process simplification exercise
B. Monitoring and Evaluation 1. The feedback from citizens should be used to monitor the performance of government offices. Each government office which has public interface should have an external evaluation conducted annually in addition to those conducted by the organization itself. 2. C. Rationalising Procedures 1. Ministry of Road Transport and Highways should constitute an expert group to devise practical and objective tests of competence for issue of driving licenses. The conduct of these practical tests as well as the one prescribed for learner's license could be outsourced. Close monitoring over their processes, would however be required 2.
D. Registration of Births and Deaths 1. Registrars would need to adopt a more proactive approach, and it would be necessary to cast a duty upon them to register each case of birth and death within their jurisdiction irrespective of the fact whether a formal application has been received by them 2. The Registration could be done based on information from any source or evern suo-motu by the Registrar. Sufficient number of public functionaries should be designated as Registrars so that each one is assigned a manageable jurisdiction. 3.
Each Registrar would need to be empowered under the law to seek and obtain information from any person. For this purpose, the law should provide that the Registrar shall have the power to issue notice seeking information from any person, regarding births and deaths and that person shall be bound to provide such information. 4. 5. In order to make the process of imposition of fines quick and deterrent, the powers to levy fines should be given to the District Registrar There should be no fees for delayed registration. It should be provided that in case of delayed registration, a more elaborate enquiry would be required. 6.
E. Building Licenses and Completion Certificates 1. Simplified procedures for grant of building permits on the basis of self-certification by owners / registered architects should be adopted by all State Governments and local bodies. 2. The JNNURM guidelines should be amended to make adoption of such procedures as a part of the mandatory reforms. 3. In case of completed buildings, a hundred percent verification after the issue of completion certificates on the basis of self-certification would be necessary within a specified period of 90 days.
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