Any state that needs to grow has to keep the citizens at the centre of all policy formulations

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• Any state that needs to grow has to keep the
  citizens at the centre of all policy formulations

RIGHT TO SERVICE ACT Empowering the citizens of
Punjab
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All about Right to Service Act

• Why Right to Service Act?
• What is the purpose of this Act?
• How the Act was conceptualised?
• Salient features of the Act
• How to access these services?
• How to lodge a complaint?
• Right to Service Commission
• Services Notified

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Why Right to Service Act?
64 years after independence...

• Distrust between citizen the Government
• Citizens treated like Ria and Administration as
  Mai Baap.
• Services given as Doles or Khairat
• Corruption in delivery of services
• No institutional system of complaint redressal

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What is the Purpose of this Act?

• Empowering citizens to claim services as a Right
• Restoring Dignity of the citizens
• Reposing Trust in citizens through procedural
  changes and technology
• Democratizing Governance through Accountable
  Administration
• Institutionalize mechanism to take suo-motto
  notice of any corrupt practices and harassment

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How the Act was Conceptualised?

• Not merely a piece of legislation
• Extensive work done for two years at three levels
  -
• Procedural changes to repose trust in the
  citizens, like elimination of affidavits
• Process reengineering, like in the case of
  property registration, discretionary powers of
  the tehsildar regarding calculation of
  construction cost has been replaced with flat
  rate introduction of self certification of
  building plans by empanelled architects
• Dignified service delivery centres, like Fard
  Kendras, Saanjh Kendras and Suvidha Centres

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Salient Features of the Act

• Statutory backing for ensuring timely delivery of
  services
• A Dynamic Act - Sufficient scope to include new
  services, amend timelines, adapt new technology
  innovations without long administrative
  procedures
• Main thrust is to provide services first and then
  start proceedings against erring officials

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• Easy complaint redressal mechanism
• Transparent and accountable administration. Even
  those services which are yet to be included in
  the Act, it has been made obligatory on the part
  of the concerned departments to make public
  stipulated time limits for their delivery
• Punjab is the only state which has included
  twenty (20) police services

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Procedure for obtaining services
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How to Access the services?

• Service Delivery Centres
• Suvidha Centres at the district/sub-divisional
  level
• Fard Kendras for Revenue services
• Saanjh Kendras for Police services

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• List of Concerned designated officials available
  at above places
• Proper receipt shall be issued to facilitate
  tracking
• Digitised systems are being developed to track
  denial or delay in service delivery automatically
  by the appellate authorities and the Commission
• First Appellate Authority shall take action on
  delay and denial without waiting for the formal
  complaint

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How to Lodge a Complaint?

• Unique receipt number can be mentioned on a
  complaint proforma made available at the
  service-delivery and online
• First Appellate Authority, SDM/DSP to take action
  within time limit stipulated for the delivery of
  a particular service
• Complaints can be filed within 30 days of denial
  or non-delivery of service
• Second Appellate Authority, DC / SSP/Commissioner
  of Police competent to impose penalty upto Rs
  5000/- for denial or delay in delivery of service
  without sufficient reasons

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Right to Service Commission

• Oversee implementation of the Act
• Take suo motto notice for denial or delay in
  delivery of services to any citizen
• Entertain Revision petitions against orders of
  Second Appellate Authority
• Make suggestions to Government for ensuring
  better delivery of services recommend process
  re-engineering
• Recommend disciplinary action against erring
  officials

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Services Notified

• As on date, 67 services have been notified under
  the Act
• Provision in the Act, more services can be
  notified later

Name of the Department No. of services
Local Government 12
Transport 9
Housing Urban Development 8
Revenue 6
Health 4
Home 4
Social Security 2
Food, Civil Supplies Consumer Affairs 1
Rural Water Supply Sanitation 1
Home Police 20
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Local Government
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Local Government
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Local Government
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Transport
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Transport
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Housing Urban Development
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Housing Urban Development
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Revenue
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Revenue
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Health
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Home
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Home - Police
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Home - Police
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Home - Police
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Home - Police
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Social Security
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Food , Civil Supplies and Consumer Affairs
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Personnel
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Rural Water Supply Sanitation
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Other Governance Reforms

• Legislative Reforms
• Citizen Service Delivery
• IT Initiatives
• Process Re-engineering
• Institutional Strengthening and Capacity Building

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Legislative Reforms

• AMENDMENTS IN PUNJAB
• LAND REVENUE ACT, 1887
• Power of remand in appeal cases restricted to
  First Appellate Authority only
• After this amendment, Divisional Commissioners
  and FCR have to decide a case and cannot remand
  to lower revenue officials
• No appeal against interim orders

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Legislative Reforms

• AMENDMENTS IN PUNJAB
• LAND REVENUE ACT, 1887
• After this amendment, in partition cases the
  older practice of going for an appeal for every
  order of Tehsildar/SDM shall not be possible.
  This amendment alone shall result in expediting
  the delivery of justice in partition cases.
• Power of revision restricted to level of
  Divisional Commissioner

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Legislative Reforms

• AMENDMENTS IN PUNJAB SECURITY OF LAND TENURES ACT
  1953 AND THE PEPSU TENANCY AND AGRICULTURAL LAND
  ACT 1955
• Land owners can give their land on lease for a
  fixed period
• Ejectment of tenant after the expiry of term of
  lease easier after the amendment to sections
  9(1), 9(A), 17 and 18  of the said acts
• Section 8 (b) amended word male deleted,
  thereby, giving equal tenancy rights to both
  male and female descendents.

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Legislative Reforms

• AMENDMENT IN MOTOR VEHICLE ACT, 1988 RULES 4,
  10, 11 OF CENTRAL MOTOR VEHICLE ACT
• Principals of educational institutions authorized
  to issue Learners License to students after
  conducting mandatory test about knowledge of
  traffic rules

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Citizen Service Delivery

• SAANJH Kendras under Community Policing Program
  
• Verification of Passport Arm licenses, Police
  clearance Certificate, Economic offenses cell,
  NRI Police Stations, Cyber Police Stations, Women
  cell and Grievance Redressal Counter
• Establishing of FARD Centers 137 centers
  rolled out
• Emergency Medical Response Systems Dial 108
• 190 ambulances have been stationed all across
  the state for emergency healthcare. 50 more would
  be stationed by month end, aggregating to 240

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IT Initiatives

• Computerization of Land Records
• Smart card based Driving License RC
• E-tendering in all departments
• Integrated Work Flow and Document Management
  System
• Integrated Financial Management System for all
  treasuries
• Public Works Information Management Systems
• E-Gram centers
• E-barriers for toll collection

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Process Re-engineering

• Elimination of Affidavits in more than 150
  services
• Self declaration to replace affidavits
• Simplification of Registration of Vehicles
• Automobile dealers authorized to register
  vehicles sold at their respective dealership and
  issue registration numbers.
• Streamlining of Registration of sale deeds

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Process Re-engineering

• Streamlining the process of Registration of
  Births and deaths
• Simplification / user friendly procedure
  regarding sanction of building plans
• Decentralization of powers to urban local bodies
  to approve / recommend change of land use
• Simplification of procedure for sanction of town
  planning schemes to encourage planned
  development in municipal areas

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Strengthening Institutions Capacity Building

• Establishing Punjab Governance Reforms Commission
  (PGRC)
• Only State to create an exclusive reforms
  commission and Oversight Committee to implement
  the recommendations of the Commission
• Submitted 5 reports reform in Administrative
  affairs, Healthcare, Environment Management,
  Education and Governance
• Revamping of Punjab Remote Sensing Centre for
  satellite mapping of the state

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Thank You