10/15/13 Mrunal [GS2] Department of Administrative Reforms & Public Grievances (DARPG), Sevottam Framework, E-Office Print

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[GS2] Department of Administrative Reforms & Public Grievances
(DARPG), Sevottam Framework, E-Office
1. Prologue
2. Functions of department
3. Administrative Reforms
4. Sevottam Service Delivery
5. National e-Governance Plan (NeGP)
6. E-Office
7. CPGRAM: Online Redressal
8. Governance Knowledge Centre
9. National E-Governance Conference
10. Record Retention Schedule (RTI)
11. Misc. Functions of DARPG
12. e-Sugam
13. Aarogyam
14. Awards/conferences
15. United Nations Public Service Awards
1. #1: Mass Contact Programme of Kerala
2. #2: Swavalamban initiative, Dhanbad (Jharkhand)
3. #3: Graamin Haat, Madhya Pradesh
16. Mock Questions
Prologue
UPSC SYLLABUS TOPICS IN THIS ARTICLE
(GS2) Ministries and Departments of the
Government-Structure, organization and
functioning
Department of Administrative
Reforms & Public Grievances
(GS2) e-governance: applications
1. E-office model
2. Centralised Public Grievance
Redress and Monitoring
System
3. E-Sugam
4. Arogyam
1. Sevottam Model
10/15/13 Mrunal [GS2] Department of Administrative Reforms & Public Grievances (DARPG), Sevottam Framework, E-Office Print
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(GS2) transparency & accountability and
institutional and other measures.
2. Mass Contact Programme of
Kerala
3. Swavalamban initiative,
Dhanbad
4. Graamin Haat, Madhya
Pradesh
+Same topics also relevent for Public Administration Syllabus.
Ministry of Personnel, Public Grievances and Pensions. Has three departments.
1. Department of Administrative Reforms & Public Grievances (DARPG)
2. Department of Personnel & Training (DOPT)
3. Department of Pensions & Pensioners Welfare (DOP&PW)
In this article, we see the first department: the Department of Administrative
Reforms & Public Grievances (DARPG)
Functions of department
1. Administrative Reforms, including e-governance
2. redress of public grievances in general and central government in particular;
3. Liaison with State Governments, UT, professional institutions and foreign
countries for Public Administration related matters.
4. Office Procedure Manual for Central Secretariat.
5. fancy things (details in later part)
6. O&M (Organization and Methods)*
*O&M is part of Public administration syllabus, but not much relevant for GS. But just
for the curious souls: O&M helps simplifying and improving work systems,
accounting system, file management etc.
Administrative Reforms
This department helps implementing the recommendations of 2
nd
ARC in various
ministries and departments of union, state and UTs.
REPORT SUBJECT YEAR
1
st
Report
Right to Information-Master key to governance
2006
2
nd
Report
Unlocking human capital. Entitlements and Governance a Case
Study
3rd
Report
Crisis Management- From Despair to Hope
4th Report
Ethics in Governance
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2007
5th Report Public Order- Justice for each, Peace for all.
6th Report Local Governance
7th Report Capacity Building for Conflict Resolution Friction to Fusion
2008
8th Report Combating Terrorism
9th Report Social Capital A Shared Destiny
10th
Report
Refurbishing of Personnel Administration Scaling New
Heights
11th
Report
Promoting e-Governance The Smart Way Forward
2009
12th
Report
Citizen Centric Administration The Heart of Governance
13th
Report
Organizational structure of Government of India
14th
Report
Strengthening Financial Management System
15th
Report
State and District Administration
Sevottam Service Delivery
SEVOTTAM , meaning Uttam Seva= service delivery excellence.
Ok we should have service delivery excellence. but how? One practical
difficulty= lack of a common understanding on what is acceptable quality for
service delivery across different organizations and geographical locations.
Here, Dept. of ARPG comes to help, lays down the Sevottam guidelines, helps
various ministries and departments, states and union territories to implement
them.
You implement them in your office, and send a report to DARPG. Then you can
brag in front of your parents, batchmates, neighbors, relatives, journalists and
citizens that My office/department/ministry is Sevottam compliant.
To implement Sevottam, you (bureaucrat) do three things:
First thing
You put a nice billboard in your office, that show
1. what services you provide?
2. under what time limit?
3. Whom to contact in case of problem?
This is your citizen charter. Most of the central ministries and departments have
citizen characters in their offices and on their websites. For more on citizen charters
click me
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Second thing
You put in a grievance redressal mechanism.
Grievance=feeling of being wronged.
A grievance can be real, or imaginary, legitimate or ridiculous, rated or
unvoiced, written or oral.
But when a grievance is received, it needs to be redressed.
You setup a Grievance Redress Mechanism (GRM). This system helps you
receive record, investigate, redress, analyze, prevent any grievances.
For central ministries and departments, there is already a Centralized Public
Grievance Redress and Monitoring System (CPGRAMS). [separately discussed
in other paragraph]
Third thing
You improve your public service capability. But How? Three main methods
#1: Root Cause Analysis (RCA)
under this method, you create fishbone charts to identify root of a problem.
Who/what is responsible for the given problem. example see following image.
Then you take measures to fix that root problem.
#2: 5s/Kaizen
5s is based on the Japanese concept of Kaizen
Kaizen means elimination of waste.
Kaizen is a technique to improve functioning and solving problems without
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throwing money at them.
In 5s technique, you focus on five s: Sort, Stabilize, Shine, Standardize and
Sustain
Benefits of 5s technique
1. Removes old records= increases physical space in the office and cupboards.
2. Reduces time wasted in searching for documents.
3. Many organizations have used 5S tools to achieve 30-second search time for
documents.
4. Removes useless furniture and machinery=increase physical space and ambience
in the office.
#3: Gap Analysis:
Here you classify various activities/issues of your organization and give them color
codes. E.g. red for problematic, green for smooth and thus prepare a color chart. This
helps you identify the culprit behind inefficiency.
Now to put this Sevottam Topic in formal English:
2
nd
ARC =>12
th
Report=> Citizen Centric Administration the Heart of
Governance.
In this report, 2
nd
ARC recommended the government organizations to become
1. Transparent
2. Accountable
3. Citizen friendly
Government accepted this recommendation, asked all ministries to adopt the
Seven Step Model for Citizen Centricity.
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DARPG documented this Seven Step Model under the name SEVOTTAM.
SEVOTTAM means Uttam Seva= service delivery excellence.
SEVOTTAM has three modules:
module description
1. CITIZEN
CHARTER
focus on
I. implementation
II. monitoring
III. review
These charters enumerate services provided by an
organization, its time limits and quality standards.
Citizen charters empower people to demand quality
service and seek remedies in case of non-delivery.
Thus, Citizens / Clients Charter makes the public
services citizen centric by making them demand
driven rather than supply driven.
2. GRIEVANCE
REDRESS
MECHANISM
focus on
I. receipt
II. redress
III. prevention
To redress citizens grievances in a time bound and
systemic manner.
with the help of Grievance Redress Mechanism
(GRM) and Centralised Public Grievance Redress and
Monitoring Sysytem (CPGRAMs)
3. PUBLIC
SERVICE
DELIVERY
CAPABILITY
focus on
I. customers
II. employees
III. infrastructure
To augment human and technological resources for
better service delivery
with help of management techniques such as 5s tools,
root cause analysis, gap analysis etc.
Benefits of Sevottam implementation
1. Makes the public organization
a. Citizen friendly
b. Accountable
c. Transparent
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2. Improves the speed and quality service delivery.
3. improve cleanliness and physical space in the office
4. Reduces causes of complaints, corruption and negligence.
5. Solves maximum complaints immediately on receipt.
6. Eliminates fire-fighting style of working.
7. Eliminates outdated activities, wastage of money and resources.
ON A NON-SERIOUS NOTE
Just like Sevottam there should be Mevottam
TM
.
Because Mewaa means sweet/bribe/commission.
Thus, if a department/ministry has this certificate = means its bribe potential
is very high.
Presently, the Mevottam
TM
compliant ministries are: coal, telecom and
defense ministry.
National e-Governance Plan (NeGP)
In 2006, jointly formulated by
1. Department of Administrative Reforms & Public Grievances (DARPG)
2. Department of Electronics and Information Technology (Deity)
NeGP aims
1. To make the government services accessible to the common man with help of
ICT
2. Setup massive countrywide IT-infrastructure to reach down to the remotest of
villages
3. large-scale digitisation of records
4. Bring public services closer home to citizens.
Under NeGP there are 31 Mission Mode Projects (MMP).
These MMPs serve as vehicles for electronic service delivery @Central, State
and Local levels.
for more schemes on e-governance, read the 10
th
chapter summary of Economic
survey, click me
E-Office
Under National e-Governance Plan there are many Mission Mode Projects
One such Mission Mode Projects= e-Office
DARPG is the nodal department to implement this e-office project.
E-office aims for e-file (electronic files) + digital signature for
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authentication + Computerized workflows=paperless office.
e-Office MMP will be implemented in phased manner, to all
Department/Ministries of central government
Deadline: when 12th Five Year Plan ends (i.e. 31st March 2017)
DARPG gives following support to implement E-office Project:
1. government process re-engineering frameworks
2. e-Manual
3. e-Office product suite (software)
4. Hardware-computer, UPS, scanners, network and bandwidth
5. Product awareness, training and capacity building, handholding and post-
deployment support.
(~110 words. The aukaat of e-office topic is not beyond 12 marks, so not going in
further details)
CPGRAM: Online Redressal
Centralised Public Grievance Redress and Monitoring System (CPGRAMs)
Handled by this department.
Setup in more than 80 Ministries / Departments and 6000 subordinate
organizations @central levels. Also includes selected States and UT.
Anyone can lodge grievance from anywhere, anytime to any Ministry/
Department- using the webportal (link: http://pgportal.gov.in/)
Citizen can even upload a document along with the grievance application.
Citizen can track his/ her complaints.
Departments are supposed to dispose of grievances within two months.
Senior officials are given online dashboards to monitor the overall progress in
grievance redressal.
Governance
Knowledge Centre
by DARPG.
a web based digital repository of best practice
and knowledge resources
for good governance and Public Administration.
link: http://indiagovernance.gov.in/
National E-Governance Conference
held every year
jointly organized by
Department of Administrative Reforms & Public Grievances
Department of Electronics & Information Technology
Any one State government
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2012 Conference held in Odisha.
2013 Conference held in Rajasthan, Theme: Towards an Open Government.
During this conference, National Awards on e-Governance also given for the
year 2012.
Many projects won the award but Im only listing the ones with fancy
names/abbreviation
fancy name what? category
1. Panjeeyan
Computerisation of Registration
(Panjeeyan) Project
by Assam government
Government
Process Re-
engineering
2. OVS
Online Voting System (OVS), State
Election Commission, Gujarat
Using webportal, voters can register
themselves as e-voters.
on election day, they can cast their
votes using internet from the comforts
of their residences / offices.
successfully applied in the elections o
municipal corporations in Gujarat.
Government
Process Re-
engineering
3. SAM
Students Academic Management
System (SAMS)
Odisha government
E-Admission (applying in common
application form for various colleges.)
E-Administration (issuing library card,
hostel room etc.)
Citizen-Centric
Service Delivery
4. iBHUGOAL
Bihar Infrastructure Mapping Geomatics
Oriented Application Model
Bihar Government
Innovative use of
Technology in e-
Governance
5. MAGIC
Mineral Administration and Governance
Using ICT.
Geology and Mining Dept of Gujarat
E-Auction of new leases to mineral blocks.
RFID for vehicle tracking to curb
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unauthorized transportation of minerals
6. iMINE
Gujarat Mineral Development Corporation
Limited (GMDC)
use of ICT by
PSUs for
Customers
Benefits
7. SPARSH
Special Project for Assistance,
Rehabilitation & Strengthening of
Handicapped
SMS to the registered users on the
schemes and camps organized in any
area
Voice CallAlert System to
createawareness about disability,
opportunities, schemes, rights of
PwDs
Toll free Call centre to provided for
guidance and assistance
by MP government
use of ICT in
Social Sector
Programme
More projects: These are not given award in 2012- but mentioned in the ministers
speech- helps as fodder material.
B-TRAC
Bangalore Traffic Improvement Project
Bangalore city police initiated
out reporting, generating notices, collecting fines, receiving
complaints, payment of fines, and reducing traffic congestion and
accidents in the city
Aarogyasri
health insurance scheme by AP government for BPL
has a Website Portal that deals with registrations of a patient to
the discharge, claim settlement etc.
Jaankari
by Bihar government
Helps RTI filling through phone call.
Solves digital divide and digital illiteracy problem.
CA$H
This Department gives financial assistance for:
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Modernizing Central Government Offices. The Department gives 75% of project
cost and beneficiary Ministries/Departments will pay the remaining 25%. (but
why is not named after you know who?)
funding Good governance initiatives by the State/UT Governments on selective
basis.
Record Retention Schedule (RTI)
Under the R.T.I, you can seek information from public authorities. But at the
same time, it is illogical for the government organizations to maintain records
for infinite period e.g. file showing the telephone-electricity bills of PMO
during 1981-82.
Therefore, such not-so-important documents should be destroyed after 3 years,
5 years or 10 years. But who will decide which documents to keep for how long?
Answer. Department of Administrative Reforms and Public Grievances. They
prepare Record Retention Schedule common to all Ministries and Departments.
Misc. Functions of DARPG
1. Publishes books, journals and newsletters.
a. quarterly journal Management in Government
b. Monthly News Letter -Civil Services News
2. Human Resource Development, Training, Awareness & Assessment.
3. IR/Diplomacy
a. Collaboration with Other countries: for sharing ideas and experience in
Public Administration. Notable partners: Brazil, South Africa, China and
Malaysia, Canada, European Union, South Korea, Japan, Australia.
b. IBSA seminars/awards for Public Administration. (will be given to civil
servants and public sector institutions)
c. MoU with Singapore for cooperation in Public Administration.
4. Makes documentary films on success stories of good-governance, e-governance
so
a. They can be replicated in other parts of India.
b. Can be shown to probationers in central and state services.
c. Panchayat members, delegates in conferences, seminars etc.
d. for telecast on Doordarshan
In 2013, they released seven documentary films on good governance initiatives:
documentary film
on
details
e-Sugam, an acronym for Simple Uploading of Goods
Arrivals and Movements
Online system, by Karnataka State with help of NIC.
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e-Sugam
Businessman have to submit details of every
consignment (above 20,000 rupees) to e-Sugam portal
and gets a unique number.
This saves dealers from bribe-demand, inspection-
harassment and time-waste at the road check-post.
Ultimately the system aims to link e-sugam to invoices
and VAT refunds to reduce tax evasion.
Aarogyam
by UP Govt. Health Department
a village-wise database of all the beneficiaries
(pregnant/lactating women, children up to 5 years) of an
area is being maintained.
Aarogyam software sends automated alerts in the form
of vernacular voice calls/SMS to the beneficiary
informing and reminding them about their pending
antenatal care, postnatal care and immunization
appointments.
These alerts are also sent to local level health officials
informing them about due services in the area.
Remaining documentary films dont have fancy name worth a 2 marker, hence Im
ignoring. but If you want to see the list, goto http://pib.nic.in/newsite/erelease.aspx?
relid=99684
Awards/conferences
Where this Department of Administrative Reforms & Public Grievances (DARPG)
plays a part:
Prime Ministers Award for
Excellence in Public
Administration
Given on Civil Services Day (21 st April) each
year.
total 15 awards
To officers of the Central and State
Governments.
for extraordinary and innovative work in
Public Administration.
Civil Service Day
21st April earmarked as Civil Services Day
to celebrate the spirit of Civil Services
provides an occasion for introspection and
self-evaluation
Both central and state service officers attend
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the event
started from 2006
National e-Governance
Awards
for exemplary implementation of e-
Governance initiatives are given in seven
categories
Given in multiple categories e.g. best
government website, best ICT usage by PSUs
etc.
National conference on E-
governance
held every year since 1997
It is a platform to discuss, exchange views and
experiences relating to e-governance
initiatives.
organized by DARPG + Department of IT and
one state government
Conference of Chief
Secretaries
Provides platform to exchange views between
the Centre and the States.
For discussion on crucial national and
international issues.
IBSA awards for Public
Administration
extraordinary achievement and innovative
work done by the civil servants in public
institutions in IBSA countries
United Nations Public Service Awards
Although not under the purview of this department but was in news because 3
Indian projects also got this award. Lets take a look:
#1: Mass Contact Programme of Kerala
1. Initiated by the Chief Ministers Office, Kerala
2. Under the programme, the Chief Minister visits each town and organises massive
events where people can address their queries personally.
3. It enables interaction between the people and the government without delay or
corrupt practices.
4. The initiative has reduced the time usually taken to respond to complaints and
actions and has fast tracked problem solving.
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#2: Swavalamban initiative, Dhanbad (Jharkhand)
Improved pension disbursement in the district.
before after the project
registration and disbursement of pension was
done manually- very cumbersome, tedious,
non-transparent, lot of paper work,
A pensioner had to wait days, weeks or
months and sometimes had to pay bribes to
get pension.
database of all
pensioners was digitised
with the help of a new
software.
automating payment into
pensioners bank
accounts
also through Business
Correspondent in remote
rural areas
no bribes or delays.
delay almost three months just three days
for more on Swavalamban scheme, click me
#3: Graamin Haat, Madhya Pradesh
Madhya Pradesh governments Graamin Haat project
Enables the Women Self Help Groups (SHGs) to run haats in the weekly markets
(haats).
helps women get management skills, operate a business on their own and
improve overall living conditions in their communities.
This in turn created a new sense of self-confidence and earned them respect in
the family and society=women empowerment.
Mock Questions
5marks
1. NeGP
2. e-office
3. Sevottam
12 marks
1. Write a note the role and functions of Department of Administrative
Reforms & Public Grievances in promoting good governance.
2. Write a note on Sevottam framework.
25m
1. Define Good Governance and discuss the role of Sevottam framework and
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National e-Governance Plan in promoting good governance.
Essay
1. Good Governance and E-governance are the yin and the yang for a
successful democracy.
2. Among a people generally corrupt, liberty cannot long exist.
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Posted By Mrunal On 02/10/2013 @ 14:30 In the category Yearbook