Conference on 'Improving Public Services Delivery – Role of Govts' held in Nagpur

New Delhi: The Secretary to the President, Sanjay Kothari, has said the aim of public services delivery is to ensure ease of living to citizens. He was addressing the inauguration function of the two-day Regional Conference on ‘Improving Public Service Delivery – Role of Governments’, in Nagpur, Maharashtra on Saturday. The 2-day conference was organised by the Department of Administrative Reforms and Public Grievances (DARPG) in collaboration with the Government of Maharashtra and the Maharashtra State Commission for Right to Public Services.

The Union Minister for Road Transport & Highways and Minister for Micro, Small & Medium Enterprises, Nitin Gadkari, and Minister of State (MoS) of the Ministry of DoNER, PMO, Personnel, Public Grievances & Pensions, Atomic Energy and Space, Dr Jitendra Singh, also addressed the Valedictory Session of the Regional Conference on Sunday.

In his address, Sanjay Kothari said the real power lies with the citizens of the country, and it is the duty of the government to work towards making their lives easy. This realisation has empowered the citizens, he said, adding that systems and processes should be made transparent.

Kothari said any proposed change in the existing rules should be put in the public domain first for suggestions and feedback from citizens, observing that these inputs can be considered for decision making while incorporating changes.

Kothari added that Public Service Delivery is very important as citizens are now focused on getting their work done, and encouraged young officers to serve the citizens of India. He said there should be more concern about the citizens, and not the system, and the system should be made simple and not complicated. Emphasising ‘ease of living’ for citizens, he said Government need not control the delivery of services, but should facilitate efficient, transparent and time-bound delivery.

Kothari said interviews for recruitment to junior level posts in Government have been discontinued, and added that Government has done away with the mandatory police verification prior to joining on appointment in Government service. The appointment letters can be issued after self-attestation by candidates and police verification can be completed within six months.

Kothari also emphasised that forms should be made simple and not complicated for ease of citizens, and spoke about the grievance redressal mechanism. He said officers should interact with people to have field experience and observed that there is no substitute for it, stressing upon ‘out of the box’ thinking to find solutions to the problems of the citizens.

The Chief Commissioner, Right to Services, Maharashtra, S. S. Kshatriya, said information technology should be used optimally to benefit the citizens, and spoke about three aspects of Public Service Delivery: Lokabhimukh (citizen-centric), Pardarshita (transparency) and Kalmaryada (time-bound).

Kshatriya said that a bilingual (Marathi and English) mobile app and web portal (Aaple Sarkar) have been designed under RTS, and added that 486 services are under the ambit of Maharashtra Right to Public Services Act.

Kshariya also said 30,800 centres have been set up in Maharashtra to offer assistance to the people who apply online, stressing upon monitoring and evaluation of performance. He said ‘Yashogatha’ i.e. best practices should be aptly publicised to encourage the concerned officers.

While delivering her welcome address earlier, the Deputy Secretary, DARPG, Renu Arora, underlined the significance of the theme of the conference and said the best practices in public service delivery will be deliberated upon during the two-day event.

The Commissioner RTS, Konkan, Medha Gadgil, Secretary, GAD (O&M), Govt of Maharashtra, Anshu Sinha, Divisional Commissioner, Nagpur, Dr Sanjeev Kumar, Commissioner, RTS, Punjab, Mandeep Singh Sandhu, Chief Commissioner, Hardeep Kumarsand, and delegates from various states attended the inaugural session.

The Regional Conference was attended by officials representing 22 States and Union Territories, and also officials from the State Administration. Discussions were held in 6 technical sessions:

  1. How the Enactment of the Right to Services Law has helped in Improving Delivery of Public Services
  2. Electronic Delivery of Public Services
  3. Creating Awareness in Society regarding Right to Public Services
  4. Centralized Public Grievances – Redress and Monitoring System (CPGRAMS)
  5. Innovative Practices regarding delivery of Public Services
  6. ‘Ek Bharat Shreshtha Bharat’ with focus on Improving Public Services Delivery in the Districts of Maharashtra and Odisha.

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The ID Staff

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