Lok Sabha Question No. 175 (STARRED), answered on 2016-03-09
Subject: Services Delivery System
Ministry: PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS
Asked by: M. K. RAGHAVAN

## GOVERNMENT OF INDIA

## MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES AND PENSIONS (DEPARTMENT OF ADMINISTRATIVE REFORMS AND PUBLIC GRIEVANCES)

## LOK SABHA STARRED QUESTION NO. 175

(TO BE ANSWERED ON 09.03.2016)

## SERVICES DELIVERY SYSTEM

## *175. SHRI M.K. RAGHAVAN:

Will the PRIME MINISTER be pleased to state:

- (a) whether  customer  friendly  public  service  delivery  system  is  in  place  and  if  so,  the details thereof; and
- (b) the measures being contemplated to establish good governance practices in different areas of public administration?

## ANSWER

Minister of State in the Ministry of Personnel, Public Grievances and Pensions and Minister of State in the Prime Minister's Office. (DR. JITENDRA SINGH)

- (a) & (b):  A Statement is laid on the Table of the House.

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## STATEMENT  REFERED  TO  IN  REPLY  TO  THE  LOK  SABHA  STARRED QUESION NO. 175 REGARDING SERVICES DELIVERY SYSTEM

(a) & (b): The Government is committed to ensuring efficient and timely delivery of public services, including timely redressal of Grievances. A number of steps have been taken in this regard.  Some major steps include:

(i)    Citizens  Charter  It  is  a  tool  for  empowering  citizens  with  information  about  the Government organization and the services delivered by it, including the timelines for public service  delivery.  All  the  Ministries/Departments  have  been  requested  to  ensure  that  the Citizens Charter of the Ministries/Departments and their subordinate organizations  are duly updated and uploaded on the  respective websites .

(ii) Sevottam For improving public service delivery on a continuous basis, the Government has  developed  a  Quality  Management  System(QMS)  framework  called  'Sevottam'.  The framework has   three modules  which are  Citizens' Charter, Service Delivery Capability and Grievance Redressal Mechanism. Sevottam compliant Public Service Delivery Organizations qualify for certification  under  IS  15700:2005.The  Government  has  disseminated  the framework  in  the  Ministries/Departments  of  Government  of  India.  Capacity  Building  in Sevottam is also being imparted through focused training by the State Training Institutions and  this  effort  is  being  funded  by  Department  of  Administrative  Reforms  and  Public Grievances.

As a result of these initiatives Ministries / Departments and their subordinate organizations have created Citizens' Charter and have uploaded the same on their respective websites.

## (iii) Centralized Public Grievances Redress and Monitoring System (CPGRAMS)

CPGRAMS  is  a  centralised  web  based  portal  for  grievance  redressal  on  which  a grievance  can  be  lodged  from  anywhere  any  time  to  the  concerned  organization  and    the petitioner can track the status online. The CPGRAMS interlinks 94 Central Ministries/Departments/Organizations. CPGRAMS has  also been extended to all the States and codes for using it has been provided to all the State Governments.

CPGRAMS  with  local  language  interface  has  so  far  been  launched  in  8  States/UT namely:  Haryana,  Odisha,  Rajasthan,  Mizoram,  Meghalaya,  Pudducherry,  Jharkhand  and Punjab.

## Measures to establish Good Governance

(i) Self  Attestation  of  documents  In  order  to  encourage  simplified  processes  in  the government  functioning,  an  important  initiative  has  been  taken  with  the  abolition  of affidavits for executive level jobs and adoption of self attestation of certificates for provision of various government related services. State Governments have been encouraged to adopt these processes.

(ii) PM Awards for excellence in public administration -PM Awards for excellence  in public administration has been instituted for recognizing and rewarding exemplary efforts in the field of public administration. Further a Scheme under State Collaboration initiative has been  implemented  for  promoting  good  governance  practices  in  Public  Administration  in States.