CoCo 2014, International Conference by Dr. Shalini Rajneesh

January 15

2014

Corruption in India Transparency International reports about 40% of Indians had first hand experience of paying bribes or using a contact to get a job done in public office.A recent study by KPMG on reasons for bribery – see Graph

Popular measures taken by the government to Control Corruption:

• JUSTICE DELAYED, IS JUSTICE DENIED!!

.

• WITHOUT WHISTLE BLOWERS ACT, A NON-STARTER.

• Need Alliances/ Partners to create more awareness among people regarding the consequences of giving and taking of bribes and corruption.

RIGHT TO SERVICES…

POLITICAL LEADERSHIP FOR REFORMS

•Sakala Act, 2011-

unanimous

legislative approval

•2 Governments, 3

CMs- TOP PRIORITY

“SAKALA” ensuring 98% in-time, hassle-free Service delivery. .

What we do & How are we different !!!! If there's a delay or default in delivering service, the applicant can seek a compensatory cost @ of Rs 20 per day of delay subject to a maximum of Rs 500 per application, from the designated officer.

Re inventing Governmentfor the People , by the People and of the People

People include citizens, employees and representatives of People.

Ease of Operations

100% transparency, Time-lines/document ckecklists.

100% Accountability

Mandatory Acknowledgement Slip.

Help desks at taluk and district levels.

Information/ complaints, a call away.

Cyber Cafes for On-Line service

Sakala Call center 080-44554455 sakala@nic.inBRIDGING GOVT-CITIZEN GAPFeedback of 200 citizens collected every month. This works as a tool for continuous improvement.

How are we different???

We handhold the matter till the issue is

resolved

We handhold the matter till the issue is

resolved

So what happened to the officers who were found guilty ????

SustainabilityNIC portal www.sakala.kar.nic.in is a single point ON-LINE

data entry for Disposals, Delays, Defaults, Ranking

Monitoring, Appeals & Complaint redressal issues.

Integrated exsisting e-Governance platforms to add value

FULLY Aoutomated process for reducing Human Interface.

Horizontal & Vertical expansion of services under Sakala.

Link with HRMS payroll, to recoup compensation paid out

of Corpus, within 30 days.

Linked to Result frame work document .

Snap shot of Sakala effect

40 million citizens given 447 services in 18 months, is unprecedented.

Considering a family of 4, Sakala has reached all the households of

Karnataka.

First time, a Performance Management System installed for

Government operations.

Deputy commissioners given full powers at District level.

Appreciation letters for Zero defaults.

Disciplinary action for more than 7 defaults.

Paperless transactions ; Analytics lead to suggestive actions/reforms.

Google Innovation Award

The CEO of Google Inc. Mr.

Eric Smith while presenting

Google innovation award

to Sakala remarked that,

“Sakala has the distinction

of taking along the

employees in the

innovation, which till date

could not happen in USA”

Analytics• Citizens encouraged to

register their grievances related to ALL Departments & Services

• Non Sakala complaints constitute to 74% of the total complaints received in the year 2012

• Based on this data more departments & services are periodically added.

National e-Governance Award

• National e-Governance

award for outstanding

performance in Citizen

Centric Public Service

delivery- 16 States have the

Act, but not such ACTION!

In just 19 months the helpline has CATERED TO 500,000 CITIZENS, received 6234 complaints & WE have resolved 5663. Our team is working on the rest….

Timely Services Guaranteed

Play the video here …….

Testimony by citizen

Mr. Menon

Contacted Mr. Jnaneswar (Electrical engineer) and Mr. Madesha (Electrical contractor) in regards to the electrical connection and lighting points not been available inside the public toilet constructed 4 long years back inside Basavalingappa park located in Yelhanaka New Town.

Citizens here were happy when the construction of the toilets was inaugurated by local politician but the toilets after construction was never opened for public and it was kept locked.

SANGEETA

I find that the toilets are kept opened & provided with lights in good working condition for the last about 8 days.

The citizens here and particularly the senior citizens are very thankful to you and the BBMP staff in making the public toilets usable by public. Thanks again for Sakala in regard to this and for prompt response.

Kishore Pillai

He had applied for Sanction of Building plan approval in Horamavu BBMP office on 4/7/2013 & started to follow up with the designated officer who did not help him understand the process & fees instead kept him in dark on the status of the application for 60 long days & was expecting a bribe of 15000 Rs.

Testimony by Citizen

I want to share a small experience with you with deepest gratitude where your team and the sakkala workshop enabled me to get a guaranteed service done with quick time, which I was behind for close to 2 months with no luck and lots of accumulated frustration. By the way, I got your email Id from Veeresh from "RASTR" and lots of thanks for your time reading this one.

I had applied for Sanction of Building plan approval in Horamavu BBMP office on 4/7/2013 . Post 15 days after the application submission, I have been going to this BBMP office almost weekly once to understand when I can get the approval. On the contrary, every time, the officials never helped me, to even understand what's the process, the fees, status of my application and always ensured I am kept in dark about my application .I am been told to provide a Bribe of 15000 Rs in order to get this done in quick time in an open and candid way inside office.

During the workshop I got the opportunity to put my case to Darshan and enquired what's the best way to proceed . He assimilated my request and assured me that By End of Today ( 31-8-2013) this case will be completed .Half an hour post the workshop , I got the response from the Service center and the advisor ( Mr Bopanna) was instrumental in guiding me solve this pending issue throughout. The official from BBMP immediately called me to collect the license any time same day .The official provided me the License immediately.However he recommended me to collect Blue prints on next working day.On enquiry further , the official mentioned that the blue prints are with another Engineer and he won't come today even though he is not on leave. I made the official realise that , this is none of my issues and you need to provide me today itself. Understanding the seriousness of the matter ,he made the the Engineerto come to office back and provide me the blue prints . He finally arrived after 3 hours and provided the blue prints..

I am extremely pleased and very thankful for the proactive help I received from this passionate individual Darshan and his team in ensuring my issue is resolved in the same day. If this wouldn't happened , the officials would have been bribed me 5000 and don't know when they would have been completed plus the accumulated frustration on what is really wrong with my case.At the end of the workshop and my own experience, I realised " how powerful the sakala Support system is and the workshop really enpowered me that there is a responsibility in me too to spread the message to as many people I can , citing my own experience.

If I wouldn't have used the sakkala system , I would have lost 5000 Rs and donno know when it would have got done. I am extremely grateful to you and your team for her passion and honest efforts in bringing effective sakala in Karnataka.

Sherry Antony He had submitted an application form in Bangalore University on 27-July-2013 for B.sc Nursing duplicate degree certificate. The due date given was 28-Aug-2013 however there was no progress till the 23 rd September. In spite of following it up with the designated officer multiple times he could not avail the service. Testimony by citizen I would like to bring to your notice that the issue which I had put forward in the above mail is solved and I received my Duplicate degree certificate from the Bangalore University on 10-Oct-2013. I would like to extend my sincere thanks to Mr.Bopanna for his assistance and willingness he showed to help me in solving my concern. I found this e-mail address in internet and wrote my concern on 23-Sep-2013 almost 2 months after I applied for a duplicate degree certificate in Bangalore University on 27-July-2013. Mr.Bopanna responded to my mail in an hour and called me to get the details. He assured me that he will help me to solving the issue. The concerned person in university was not at all helping me to get the duplicate certificate and many times he just ignored my phone calls and talked to me very rudely and said that he can't do anything and I should wait indefinitely to get the certificate. Communication with the University staff was a big issue, as I do not speak the local language Kannada. Mr.Bopanna then contacted the concerned person in Bangalore University and updated me on the status of the certificate. Bopanna used to update me the status almost daily and gave me few contact numbers of higher officials whom I contacted and updated the issues. I went to the university almost every Saturday and met with the Registrar (evaluation) who promised me to help and get the certificate printed within a week. Finally on 9-Oct-2013 I got the good news that the certificate is ready after getting signature of VC and other officials and ready for collection. I am sure that without the much needed help from Mr.Bopanna and his follow ups it would have been not possible to receive the certificate. I sincerely thank his efforts.I hope that many more people like me will be getting this kind of help to solve their issues and concerns in future.