DOPT AR 0607 English Print.pmd - Jeywin

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DEPARTMENT OF ADMINISTRATIVE REFORMS & PUBLIC GRIEVANCES Acknowledgement is provided instantly and also later on by e mail and citizens can also send the grievances directly to Ministries/Departments. Grievances received directly by post are registered on behalf of the citizen by DARPG and complaint is scanned and forwarded to the ministry concerned for its timely redressal. Details on the implementation of the CPGRAMS is provided below in a separate subsection. 8.3 A Quality Management System (QMS) ‘Sevottam’ Model has been developed for bringing improvements in the quality of public service delivery. This is a national initiative for institutionalizing an assessment-improvement framework for improving the quality of service delivery on a continuous basis through the involvement of ministries / departments and citizens. Sevottam includes three dimensions of a public service organisation as follows: (a) (b) (c) Citizen’s Charter Public Grievance Redress Service Delivery Capability 8.4 A ‘nine quality of compliance’ criteria based on published standards have been developed. 8.5 Pilot Projects on Sevottam in central ministries / departments have been initiated since 2006-07. From 2006 Sevottam Pilot Projects are being implemented in central government ministries departments. In 2008-09 the pilot initiatives are in process in 14 ministries / departments. 8.6 Pilot projects on Quality Management System under the Capacity Building for Poverty Reduction (CBPR) Plan Project have been initiated with state government from 2008-09. From 2008-09 the CBPR Sevottam pilot project have been started in Himachal Pradesh ( Municipal Corporation, Shimla) and Karnataka (Department of Women and Child Development). The Municipal Corporation, Shimla project has been completed on 31 March, 2009. In addition, project due to begin in 2009- 10 are in Orissa (Public Distribution System) Madhya Pradesh (Health and Family Welfare Department) . 8.7 Studies of Citizen’s Charters, Information Facilitation Centres, and PGRAM been undertaken by the Indian Institute of Public Administration, New Delhi. Reports on 181
MINISTRY OF PERSONNEL, PUBLIC GRIEVANCES & PENSIONS all the three Studies have been received in the Department between August to November 2008. 8.8 Action for review of existing Citizen’s Charters has been initiated for all ministries/ departments / organisations in Government of India 8.9 The Public Grievances Division has also taken action for implementation of recommendations of the Second Administrative Reforms Commission (ARC) contained in its 4 th Report entitled “Ethics in Governance”. These include Recommendation Nos. 31 (5.1.12) on ‘Citizen’s Initiatives’. This has four aspects namely: (a) (b) (c) (d) Citizen’s Charters should be made effective by stipulating the service levels and also the remedy if these service levels are not met. Citizens may be involved in the assessment and maintenance of ethics in important government institutions and offices. Reward schemes should be introduced to provide incentives for citizen’s initiatives. School awareness programmes should be introduced, highlighting the importance of ethics and how corruption can be combated. CENTRALIZED PUBLIC GRIEVANCE REDRESS AND MONITORING MECHANISM (CPGRAM) 9 The Public Grievance Redress and Monitoring (PGRAM) System that was in use prior to May 2007 was server based and it involved additional investment in installation and maintenance of servers in each ministry/ department. This expenditure requirement had significantly slowed the progress of implementation of the PGRAM System in Government of India. From June 2007, a new centralised PGRAM was initiated that was based on the Internet technology and that provides linkages in all the Central Ministries / Departments with out additional expenditure. This has facilitated the expeditious implementation of CPGRAM System that has been made functional in all the 90 ministries / departments of Government of India since its initiation in June, 2007. During the year all the Nodal Officers of 90 ministries/ departments have been given a User Name and Password through which they can access the CPGRAM software from the Centralized Server located in 182
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CONTENTS Introduction .............
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MINISTRY OF PERSONNEL, PUBLIC GRIEV
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status of grievance redressal. Effo
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Group ‘B’ MINISTRY OF PERSONNEL
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