SAKALA

KARNATAKA GU RANTEE OF GUARANTEE SERVICES TO CITIZENS ACT 2011

A PRIMER

Table of Contents
INTRODUCTION............................................................................................................................. 3 SAKALA GUIDELINES .................................................................................................................. 4 CITIZEN STORIES.......................................................................................................................... 7 DOs and DONTs for Citizens................................................................................................. 10 DOs and DONTs for Officials ................................................................................................ 10 APPEAL PROCEDURE FOR AN AGGRIEVED CITIZEN................................................. 11 APPEAL PROCEDURE FOR AN AGGRIEVED PUBLIC SERVANT ............................. 12

INTRODUCTION

Sakala Karnataka Guarantee of Services to Citizens Act empowers citizens to avail services from the Government of Karnataka in a time-bound manner. The Act mandates the delivery of 151 services across 11 departments within a stipulated time. In case of a delay / default, the officer responsible is liable to pay a fine of Rs. 20 per day limited to a maximum of Rs. 500 to the citizen as compensation. The pilot phase of Sakala was launched on the 1st of March 2012 in Aurad Taluk in Bidar District, Chitradurga Taluk in Chitradurga District, Puttur Taluk in Dakshina Kannada District and Dharwad Taluk in Dharwad District. In addition to these four Talukas, Bruhat Bangalore Mahanagara Palikes (BBMP) Jayanagar Ward Office in Bangalore South and the Commercial Taxes Department across the entire state of Karnataka piloted Sakala. Honourable Chief Minister Shri D.V. Sadananda Gowda inaugurated the scheme on 2nd April 2012. Sakala came into force across the State covering 11 departments and 151 services. A mission has been constituted to assist in the implementation of this Act. This Mission is led by Dr. Shalini Rajneesh (Mission Director) and Mr. Munish Moudgil, IAS (Addl. Mission Director).

WEBSITE www.sakala.kar.nic.in HELPLINE (080)44554455 SMS 9243355223/9212357123

SAKALA GUIDELINES
What is the Sakala (Karnataka Guarantee of Services to Citizens Act)? Sakala is an Act passed by the Karnataka State Legislature in December 2011, to provide guarantee of services to citizens in the State of Karnataka within the stipulated time for 151 citizen related services spread across 11 departments. The detailed list of services is available in the schedule.

What is the procedure to avail a service? The procedure for availing a service including documents to be attached and the fees to be paid can be obtained at the department responsible for the delivery of service (example Nemmadi Kiosk for Ration Card; Transport Department for Driving Licence). Additionally, this information can be obtained by contacting the Sakala Helpline 080 4455 4455 or on the Sakala website (www.sakala.kar.nic.in). On the Sakala website, click on the Service Procedure option available on the home page and select the Department and the Service for which you intend to view the procedure.

How does the Act help avail a service? Whenever you request for the service listed under Sakala, you shall receive a receipt / acknowledgement slip with a GSC number. This ensures that your request for the service shall be processed within the specified time limit. In case your application is rejected or if the service is not provided within the stipulated time, you may file an appeal to the competent officer for redressal of your grievance.

What is the use of acknowledgement slip or GSC number of the service? At the time of submission of your service request to the designated officer, you will receive an acknowledgement with a GSC number. This guarantees that your service request is processed within the specified time limit. You can track the status of your

application online at www.sakala.kar.nic.in or send an SMS with GSC <YOUR GSC No.> to 9243355223/9212357123 or contact the Sakala Helpline at 08044554455.

How will I know that my service has been processed? On processing your service request you will be informed through an SMS on the registered mobile number and the status of your service request will be updated on the website. You will also be able to track the status of your application via the Sakala Helpline.

What should I do if I do not get the services listed in the Act within the stipulated time? If the service is not provided within the stipulated time, then you can file an appeal to the Competent Officer / Appellate Authority. The appeal should be filed within 30 days from the date of the expiry of stipulated time limit. Additionally, the applicant may register a complaint through the Sakala Helpline 080-44554455. The Competent Officer / Appellate Authority will hear the appeal and redress your grievance within the specified time. You can claim the compensatory cost from the Competent Officer / Appellate Authority for failure to deliver the service within the stipulated time if the Designated Officer has caused undue delay. The Designated Officer shall be liable to pay the compensatory cost, out of his salary.

What can I do if my service request is rejected by the designated officer? If your service request is rejected by the Designated Officer and if you are not convinced by the reasons for the rejection, you may file an appeal to the Competent Officer / Appellate Authority within 30 days from the date of rejection of application.

Who is Designated Officer? The Designated Officer means an officer specified in the Schedule who is required to provide citizen related service.

Who is the Competent Officer? The Competent Officer is an officer appointed by the Government who shall be empowered to redress the grievance in the service and to impose compensatory cost on the public servant defaulting or delaying the delivery of service. The Competent officer shall have the power to hear appeal against the orders passed by any Designated Officer.

Who is the Appellate Authority? The Appellate Authority means an officer appointed by the Government who is empowered with the power to hear appeal against the orders passed by any competent officer.

What is the compensatory cost? In case of any delay or default in delivering the service, you can seek a compensatory cost at the rate of twenty rupees per day for the period of delay subject to a maximum of five hundred rupees per application, in aggregate from the Designated Officer.

What information is provided on the Sakala website? Information about the services offered by each of the departments and forms and procedures involved in processing the request for the service are provided on the website. You can track the status of your service request with the help of the GSC number provided to you at the time of submission of your request. Public reports providing statistics on requests, disposals and pendencies across all services can be viewed on the website.

CITIZEN STORIES
Here are two examples of citizens who have requested for services under Sakala.

Neela applies for re-evaluation Neela recently received her SSLC results. She obtained 57 in Mathematics, but was expecting a score above 90. She wants to apply for re evaluation. She speaks to her math teacher who advises her to go to the KSEEB board and apply for the photo copy of the answer script, before applying for re-evaluation.

Neela visits the KSEEB board, submits all the required documents as prescribed by her teacher and applies for the photocopy of the answer script. She receives an acknowledgement, but is extremely anxious about when she would receive the photocopy. The receptionist assured her that the service would be rendered in 10 days. Twelve days later, she received the photocopy of her answer script via speed post.

Neelas math teacher corrected her paper and informed her that she must get 88, instead of 57. Neela goes back to the KSEEB board and applies for re evaluation. She carries the following documents with her. 1. 2. Facing sheet of the Photo copy of the answer scripts Demand Draft for of 700 rupees.

She fills up the application and submits it. This time Neela receives a different acknowledgement. This has a 15 digit GSC number on it. Neela also received an SMS on her mobile phone, which also had the 15 digit GSC number. The person at the counter informed Neela, that the service would be provided within 30 working days and that she could track its status online.

Neela, the enthusiastic girl that she is checked the status of her application at http://sakala.kar.nic.in everyday. On day 17 she saw that the status changed to Dispatched. On the 20th day Neela received the revised scores via speed post. Her marks had increased from 57 to 88. The post also contained instructions about how she could collect her money back, because her marks had increased by more than 6 marks. Neela was ecstatic about her increase in marks and the swift rendering of service through Sakala.

Rajesh applies for a Caste Certificate Rajesh has applied for a government job, which requires him to submit his Caste Certificate. Rajesh is worried whether he will be able to get the certificate in time. His parents advised him to go to a middle man to get the certificate at the earliest.

Rajesh however knew about Sakala, the new Right to Citizens Services Act of the Government of Karnataka. He went to the Nemmadi Kiosk at the Tahsildar office and asked for the list of documents to be enclosed when requesting a Caste Certificate. He was provided the following list: 1. 2. 3. SCHOOL RECORDS FROM 1ST STANDARD TO 10TH STANDARD. AFFIDAVIT ON STAMP PAPER OF RS.20/- WITH SEAL AND SIGNATURES. RATION CARD OR ELECTION IDENTITY CARD.

Early next morning he went to his school and got the school records. He later went to an advocate and got an affidavit on a stamp paper. With all the documents ready, he submitted his application form with a fee of Rs.15. The person at the desk scrutinized the application and handed Rajesh an acknowledgement slip with a 15 digit GSC number. Rajesh also received an SMS on his mobile phone, which also had the 15 digit GSC number. The person at the counter informed Rajesh, that the service would be provided within 21 working days and that he could track its status online.

Rajesh checked the status on the 20th day and was disappointed that his certificate was still under processing. The following day, he visited the Nemmadi Kiosk and enquired about the status of his application. The operator assured him that the service would be provided in two days. On his way out, he visited the help desk at the office and learnt that he could lodge a complaint by calling the Sakala Helpline. He gave the benefit of doubt to the officials and waited for 2 days.

Two days later, he got the same response at the Nemmadi Kiosk. Deplored by the behavior of the personnel he called the Helpline and registered a complaint. He also approached the Assistant commissioner (Competent officer) and lodged a complaint against the Tahsildar(Designated Officer) in the prescribed format.

Within the next 2 days he received a call from the Tahsildar office, asking him to collect the certificate from their office. Rajesh was relieved that he received his certificate! But was elated to learn that he would be compensated Rs.80 (Rs.20 X 4 days) for the delay in rendering the service. The Competent Officer enquired about the delay in the issuance of the certificate and having found the Tahsildar guilty of delay, ordered Rs. 80 to be paid to Rajesh.

Although it wasnt a pleasant experience for Rajesh, he bypassed the middlemen and got his service.

DOs and DONTs for Citizens

Ensure that the service requested comes under the purview of Sakala by checking the display board outside the concerned office or contact the Helpline. In case information is not displayed in an office kindly lodge a complaint using the Sakala Helpline. Check the display board or enquire at the office helpdesk for information on stipulated time limit for service delivery, documents required and fees payable for your application. Ensure that you receive a GSC Acknowledgement Slip upon successful submission of application at the concerned office / service counter. In case the Designated Officer or the officer responsible for receiving the documents denies you the GSC Acknowledgement Slip, kindly lodge a complaint using the Sakala Helpline. Ensure that you receive an SMS on the registered mobile phone with the GSC number. Track your application status on the Sakala website or Helpline or by sending an SMS.

DOs and DONTs for Officials

Ensure all applications for services under the purview of Sakala are provided a GSC Acknowledgement Slip with GSC number on receipt of the application. Ensure applications are scrutinised and all mandatory document/(s) as per given checklists are provided by the citizen before accepting an application or issuing a GSC number. Ensure sub-ordinate officers responsible for accepting applications from citizens are trained to scrutinise applications prior to generating a GSC number. Ensure the applicant is provided with an acknowledgment of missing document/(s) in case the submitted application does not include all mandatory document/(s). Ensure you update the GSC system on processing the application.

APPEAL PROCEDURE FOR AN AGGRIEVED CITIZEN

1. An applicant whose application is not accepted by the Designated Officer or is rejected or service not provided within the stipulated time, may file an appeal to the Competent Officer / Appellate Authority within 30 days from the date of rejection of application or the expiry of stipulated time limit. 2. The aggrieved citizen may submit Form B (given below) to the Competent Officer / Appellate Authority. 3. The Competent Officer / Appellate Authority may order Designated Officer to provide service within specified time or reject the appeal or may impose a in reject compensatory cost. 4. 2nd appeal against decision of Competent Officer shall lie to the Appellate Authority within 60 days from date of decision. n

1. 2. 3. 4. 5.

Application Acknowledgement number Name and address of the applicant Name of the Designated Officer with Designation and address Details of services sought Reasons for seeking compensatory cost. a. Delayed [No. of days] b. Denied [No. of services]

Place: Date: Signature of the Applicant

APPEAL PROCEDURE FOR AN AGGRIEVED PUBLIC SERVANT

1. An aggrieved public servant may appeal against an order passed by the Competent Officer within a period of 30 days of the receipt of the order. 2. The public servant shall submit Form XX (given below) to Appellate Authority along with a proof of deposit of compensatory cost. 3. The order of the Appellate Authority shall be final and binding.

<Need to include appeal form for officials>

Authored by:

Sridhar Pabbisetty Chief Operating Officer Centre for Public Policy IIM Bangalore

Mahima Vijendra Research Associate Centre for Public Policy IIM Bangalore

Ullas K. P. Intern Centre for Public Policy IIM Bangalore

sridhar.pabbisetty@iimb.ernet.in

mahima.vijendra@iimb.ernet.in

ullas.pradeepkumar2011@teachfor india.org