Roman Saini is teaching live on Unacademy Plus
Administrative Reforms Commission Reports Report 12: Citizen Centric Administration Roman Saini
7 ARCII-12th Report Part 2
Course Structure 7. Effective Public Grievances Redressal 1. 12th Report- Preface 2. Outline of 12th Report 3. Recommendations of 12th System 8. Consumer Protection 9. Special Institution Mechanisms report 1. Functions of Government 2. Making Citizens' Charters 10. Process Simplification 4. Conclusion 3. 4. 5. 6. Effective - 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
Outline of the 12th Report This Report is divided into ten chapters: Introduction 1. 2. 3. 4. 5. 6. 7. 8. 9. The Concept of Citizen Centric Administration Functions of Government Citizens' Charters Citizens' Participation in Administration Decentralization and Delegation Grievance Redressal Mechanism Consumer Protection Special Institutional Mechanisms 10. Process Simplification
Recommendations made in 12th Report 1. FUNCTIONS OF GOVERNMENT The functions of government are laid down in the Constitution of a country. The Constitution of India lays down the roles and functions of the three levels of government - Union, State and Local. These are spelt out in Part III on Fundamental Rights, Part IV on the Directive Principles of State Policy, Parts IX and IX A on local bodies, etc. For the sake of present analysis, the functions of a government could be broadly categorized as follows: A- Regulatory Function B- Service Providing Function C-Developmental Functions
A. Regulatory Functions ;Government organisations should adhere to the folllowing principles:- 1. Regulation only where necessary 2. Regulation to be effective 3. Self regulation is the best form of regulation 4. Regulatory procedures to be simple, transparent and citizen friendly 5. Involving citizens' groups, professional organizations in the regulation activities B. Service Providing Functions Single Window System for Delivery of Services; Government agencies, whether regulatory or developmental, should introduce the Single Window Agency concept within their organisations to minimize delays and maximize convenience to citizens
C. Developmental Functions of Government 1. The principle of subsidiarity should be followed while deciding on the implementation machinery for any programme. 2. Citizens should be actively involved in all stages of these programmes i.e. planning, implementation and monitoring. 3. Mandatory social audit should be carried out for all programmes 4. Impact assessment should be carried out for all programmes at periodic intervals.
2.MAKING CITIZENS' CHARTERS EFFECTIVE AN AGENDA FOR REFORM What is Citizen's Charter? The Citizens Charter is an instrument which seeks to make an organization transparent, accountable and citizen friendly. A Citizens' Charter is basically a set of commitments made by an organization regarding the standards of service which it delivers. Citizens' Charters should be made effective by adopting the following principles: 1. One size does not fit all. 2. Citizens' Charter should be prepared for each independent unit under the overall umbrella of the organization's charter 3. Wide consultation which include Civil Society in the process. 4. Firm commitments to be made. 5. Internal processes and structure should be reformed to meet the commitments given in the Charter
6. Redressal mechanism in case of default. 7. Periodic evaluation of Citizens' Charters. 8. Benchmark using end-user feedback. 9. Hold officers accountable for results. Note-The citizen centric governance commitment of Government of India has led to development of a model for public service delivery (Sevottam).
3.ARC SEVEN-STEP MODEL FOR CITIZEN CENTRICITY This model draws from the principles of the IS 15700:2005, the Sevottam model and the Customer Service Excellence Model of the UK. Union and State Governments should make the seven-step model mandatory for all organizations having public interface such as follows; Each organization should follow a step by step approach which would help it in becoming increasingly more citizen centric. - -This approach should be followed not only by the top management but also by each unit of the organization that has a public interface. All supervisory levels should ensure that the standards set by the subordinate offices are realistic and are in synergy with the broad organizational goals. * Thus, though each office would have the autonomy to set standards, these would have to be in consonance with the organizational policies.