Citzen Centric Administration.pptx

Presentation on
Citizen Centric
Governance/Administration
Raman Sharma . jkrtiact@gmail.com, M: 97968-11012
my weblink : https://jkrtiact.blogspot.com/

PRESENTATION ON: Citizen Centric Governance
Citizen Centric Administration
As per the Constitution of India, The
source of India's sovereignty lies in
the people of India .
Preamble of COI

Presentation on Citizen Centric Governance
Preamble of COI
WE, THE PEOPLE OF INDIA,
having solemnly resolved to constitute
India into a 1[SOVEREIGN
SOCIALIST SECULAR DEMOCRATIC
REPUBLIC] and to secure to all its
citizens:

Preamble of COI
JUSTICE, social, economic and political

Preamble of COI
LIBERTY of thought, expression, belief,
faith and worship;

Preamble of COI
EQUALITY of status and of opportunity;

Preamble of COI
……and to promote among them all
FRATERNITY assuring the dignity of the
individual and the 2[unity and integrity
of the Nation];

Constitution of India Envisions a
Welfare State, thus every action of
the Government must be to achieve
this goal
Directive Principles of
State Policy,
Article 38 of COI

The core, epicenter of All functions and
performance of all organizations,
institutions of the government must be
the “Citizens”
State Policy,
Article 38 of COI

State Policy,
Article 38 of COI

The Second Administrative Reforms
Commission (ARC)
The 2nd Administrative
Reforms Commission
was set up in 2005 by
the Govt of India

The Second Administrative Reforms
Commission (ARC)
Sh. Veerpa Moily,
Chairperson of the Commission

This Second Administrative Reforms
Commission (ARC) was tasked to suggest
measures to achieve a proactive, responsive,
accountable, sustainable and efficient
administration for the country at all levels of
the government. Union govt. to Local Bodies
Level.
Mandate of the Commission

The Second Administrative Reforms Commission (ARC)
Sh. Veerpa Moily Commission
Submitted its report in 2009

This Second Administrative Reforms
Commission (ARC) submitted its report on
following aspects:
Suggestive Measures of the Commission

This Second ARC submitted its report on
following aspects:
(i) Right to Information
(ii) Entitlements and Governance
(iii) Crisis Management
(iv) Ethics in Governance

(v) Public Order
(vi) Local Governance

(vii) Capacity Building for Conflict Resolution

(viii) Combating Terrorism - Protecting by Righteousness
(ix) Social Capital-A shared Destiny

(x) Refurbishing of Personnel Administration
(xi) Promoting e-Governance

(xii) Citizen Centric Administration
(xiii) Organisational structure of Govt of India

(xiii) Strengthening Financial Management
Systems
(xiv) State and District Administration

Raman Sharma
jkrtiact@gmail.com
M: 97968-11012
The 12th Report of Second Administrative
Reforms Commissions Pointed Out following
Pre-prerequisites for 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

Core Principles outlined by the Commission
(a) Rule of Law - Zero tolerance strategy.
Core Principles Outlined by Moily Commission
to Achieve CCG, Citizen Centric Governance:

Raman Sharma
jkrtiact@gmail.com
M: 97968-11012 Core Principles outlined by the Commission

Raman Sharma
jkrtiact@gmail.com
(b) Making institutions vibrant, responsive and
accountable.

Raman Sharma
jkrtiact@gmail.com
(c) Decentralization

(d) Transparency

Transparency

(e) Civil Services Reforms.

(f) Ethics in Governance.

(g) Process Reforms

(h) Periodic and independent evaluation of the
quality of Governance

The Tools advocated by the Commission
(a) Re-engineering processes to make
governance ‘citizen centric’.
The ‘Tools’ and means Strongly advocated by
the Moily Commission for CCG, Citizen Centric
Governance include:

(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.

The Practicable Doables suggested by
the Commission
‘Single window’approach, minimizing
hierarchial, tiers, stipulating time limits
for disposal etc.
For providing services to the Citizens

the Commission
‘Single Window’

the Commission
Departmental Manuals and Codes should be
thoroughly reviewed & simplified

the Commission
“ System of rewards & incentives for
simplification & streamlining of procedures
may be introduced in each government
organization”.

the Commission
REWARDS

the Commission
“‘positive silence’ should generally be used”.
Wherever permissions/licenses etc are to be issued,
there should be a time limit for processing of the same
after which permission, if not already given, should be
deemed to have been granted.

the Commission
“Supervision” :
It is a very important managerial function in any
organization. I n any hierarchical structure, one of the
important tasks of each functionary is to supervise the
Work of the other functionaries reporting to him/her.

the Commission
“Supervision” :
Lack of proper supervision in several government offi ces is
evident from the low levels of performance, inadequate
discipline, delays in internal processes and consequently
citizens’ dissatisfaction.

the Commission
“Supervision” :
It is suggested that supervisory role of all officers needs to be
re-emphasised. Also, in the Annual Performance Report(APR)
of the officer, while rating his/her own performance, the
performance of his/her subordinates should be an input.

the Commission
“Monitoring and Evaluation”.
The Commissions report says that
organizations and departments often
concentrate on Monitoring of internal reports
and data of the organizations/department
without considering the external evalution.

the Commission
The Commissions suggests stress on external
evaluation as well including getting the real
time feedback of the citizen and through
third party evaluation of performance of the
organization.

the Commission
The essence of citizen centric administration is that
all public organizations exist to serve the people at
large. To assess the extent to which an
organization is serving the public interest, it is
therefore necessary to evaluate the outcome
of the activities of an organization.

the Commission
a. The feedback from citizens should be used to
monitor the performance of government offices.
b. Each government office which has public interface
should have an external evaluation conducted
annually in addition to those conducted by the
organization itself.

the Commission
“Process Simplification ”.
“All Ministries/Departments should prepare a
roadmap for carrying out a process
simplification exercise. It should involve
changes in Rules, Regulations and Laws
wherever necessary.”

the Commission
“Process Simplification ”.
“Engaging external experts - if necessary.”.
“ The commission also suggests that for
simplification of process, the organizations
should also utilize services of external subject
experts.”

the Commission
“Process Simplification”
“. Analyzing all processes from the point of
necessity, simplicity, rationality and
citizen centricity”

the Commission
“Process Simplification”
“. Doing a pilot study and getting it evaluated.

the Commission
“Using Modern Technology”
“The commission has strongly called for moving
towards e-offices from conventional system”

the Commission
“ Involvement of Citizens/Groups in
Developmental Functions of the Government.

the Commission
“ Involvement of Citizens/Groups in
Developmental Functions of the Government.
Govt implements a large number of welfare &
development programs for promoting the socio-
economic up liftment of its citizens. These include
programs for poverty alleviation, employment
generation schemes, measures for the welfare of
weaker sections of society

the Commission
“ Social Audit “
On the pattern of MGNREGA, the Commission has
called for social audit of different schemes/programs
of the program to plug the loopholes and to bring
transparency in a democratic way.

the Commission
“CITIZENS’ CHARTERS “
A Citizens’ Charter is basically a set of
Commitments made by an organization
regarding the standards of service which it
delivers. Every citizens’ charter has several
essential components to make it meaningful; the
first being the Vision and Mission Statement of the
organization.

the Commission
Citizen Charter makes the users/Citizen aware
of the intent of the service provided and helps in
holding the organization accountable.
Secondly, in its Citizens’ Charter, the organization
must state clearly what subjects it deals
with and the service areas it broadly covers.

Raman Sharma
jkrtiact@gmail.com
M: 97968-11012
the Commission
These commitments/promises Constitute the
heart of a citizens’ charter. Even though these
promises are not enforceable in a court of law, but
each organization should ensure that the promises
made are kept and, in case of default, a suitable
compensatory/remedial mechanism should be
provided..

the Commission
“Capacity Building“
Commission Suggests that besides conventional
training imbibing the right values, developing a
customer centric culture within the organization
and raising the motivation and morale of the staff
should also be part of motivation and training .

the Commission
“Citizens Holding Service Providers and
Government Agencies Accountable“
Commission suggests that Citizens should also be
made empowered to make officers and
organizations accountable in seeking time bound
delivery of services.

the Commission
“Citizens Holding Service Providers and
Government Agencies Accountable“
Laws like Public Services Guarantee Act are ways
forward to achieve Citizen Centric Administration/
Governance.

the Commission
“Grievances Redressal Mechanisms.“
Govt. at all levels should have responsive
Grievance Redressal Mechanism wherein the
citizen could make their complaints and the
concerned govt ensures its time bound disposal
ensuring satisfaction of the citizen

the Commission
“Special Measures/Initiatives for
Vulnerable Sections of the Society“
*Physically Challenged people
*Economical Weaker Sections
*Senior Citizens
*Women
*Other Vulnerable section like Orphans, Widows,
Divorcee, destitute

the Commission
Old age/disable
friendly
infrastructure

the Commission
Priority to Old
age/disables/v
ulnerables

the Commission
“Strenghtehing Local Self Governments“
*The Commission calls for strengthening of Local
Bodies like Gram Panchayats and Urban Local
Bodies.

the Commission
*The Commission calls for empowering Local Self
Governance*

the Commission
* Citizens are also the consumers of all services
provided by the State.

the Commission
The citizen-sovereign-consumer must exercise as
much authority as practicable, and delegate
upward the rest of the functions which require
economies of scale, technological and managerial
capacity or collective amenities.*

the Commission
PRINCIPLE OF SUBSIDARITY
It Means…functions shall be carried out
closest to citizens at the smallest unit of
governance possible and delegated
upwards only when the local unit cannot
perform the task.

the Commission
The citizen delegates those functions he
cannot perform, to the community,

the Commission
…Functions that the community cannot
discharge are passed on to local
governments in the smallest tiers, and so
on,

the Commission
…from smaller tiers to larger tiers, from
local government to the State
Governments, and from the States to the
Union.

the Commission
Constitution of Consumer Grievance
Cells/Forums

the Commission
Concept of Lok Adalats
… Constitution of Lok Adalats/Staff
Adalats/Pension Adalats,

the Commission
Initiatives Taken by J & K Govt.
Birth Certificate, Social Welfare Pensions, Loans,
Licenses, Permits
https://jansugam.jk.gov.in/

the Commission
https://jkgrievance.in
Online Grievance Cell

the Commission
https://jkgad.nic.in/
Dissemination of information

the Commission
Public Darbar* by Senior
Officers
Word Darbar* Meeting/Interaction
Though such word be discouraged

the Commission
Back to Village Program

the Commission
Block Diwas Programs

the Commission
Online Services provided by
Transport Department

the Commission
JMC/SMC

the Commission
Revenue Department

the Commission
Online Facility of Domicile Certificate,
other certificates and services
https://jk.gov.in/jkeservices/cznregistrati
on

the Commission
https://jk.gov.in/jkeservices/cznregistrati
on

the Commission
Online Tenders Services
Jktenders.gov.in

the Commission
Online Payment of Bills
J & K Power Department

the Commission
Online Admission Process in Colleges
and Universities. Online Submisison
of Examination Forms.

the Commission
DBT. Direct Benefit Transfer into
accounts of the beneficiary

the Commission
Initiatives Taken by GOI.
Online Booking of Railway Tickets
Status of Seat/Waiting
List/Confirmation/Seat No.

the Commission
Online Postal Tracking of Articles

the Commission
Aadhar Car Facility

the Commission
Online PAN Card

the Commission
Online Health Cards facility

the Commission
Online Grievance Redressal Portal

the Commission
Online Insurance/Banking/
Purchase of Mobile/Sim/Internet
Facility

the Commission
E-Commerce Portals

the Commission
Online Booking of LPG Cylinders

the Commission
Home Delivery of Services by Oil Companies

Raman Sharma
jkrtiact@gmail.com
M: 97968-11012

Raman Sharma
jkrtiact@gmail.com
M: 97968-11012
It is continuous Process…….With Passage of
time Demands Aspirations of Citizens will
increase, So shall the Services and its forms
of delivery by the Govt.

Raman Sharma,
jkrtiact@gmail.com
M: 97968-11012
Thank you !
For Your Kind Patience.
‫شکریہ‬
धन्यवाद !

Raman Sharma,
jkrtiact@gmail.com
M: 97968-11012
Mr . Raman Sharma is based in Jammu and
Kashmir, Jammu.

Citzen Centric Administration.pptx

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