No Long Queues…

With increasing pressure on limited resources due to the ever rising

population and the static character of organizations, providing public service

has become a challenging task for governments. The recent proliferation of mass

media and information technology in day-to-day life has made governance even

more difficult. The exposure to happenings around the world has increased

citizens’ expectation from local governments. In order to cope up with such

challenges, governments have been adopting the new philosophy of "ART"

i.e. accountability, responsiveness and transparency at the point of delivery of

public services and utilities.

Problems confronting citizens

A recent appraisal conducted by Centre for Media Studies (CMS) among eleven

key departments in Delhi found that the non-availability of information on

service standards, indifferent staff attitude, procedural delays as well as the

non-availability of correct information on various services are major problems

confronting citizens. The departments surveyed included industry, excise, the

Delhi Vidyut Board, the Delhi Jal Board, sales tax, education, social welfare,

health, food and civil supplies, transport and public works.

Citizens’ Charter

To resolve the above problems, several state and central

government departments in India have adopted the Citizens’ Charter approach in

the last four years. The Citizens’ Charter aims to provide information about

the services offered by each department and sets up standards for an open,

transparent and accountable government at all levels. From the citizens’ point

of view, it aims to raise standards of the government service and make services

more responsive to their needs.

Despite the noble intentions, the Citizens’ Charter

approach has failed to achieve its objectives in India. This is where

information technology could play a major role in successful and effective

implementation of charters. One of the major reasons for failure of the Citizens’

Charter is the limited use of IT in solving citizens’ problems. In fact, an

appraisal study conducted by the Center for Media Studies found that more than

80% of citizens are not aware of the services rendered by the departments. No

wonder then that many citizens end up using alternate channels of agents and

brokers to get work done in government departments.

Key implications of e-services

The success of IT will depend on the following aspects: Each

public service department will require an IT strategy to enable the department

to improve the efficiency of the internal and the external process. Further, the

online government services require support from the citizens. It requires a

mindset change in public attitude towards using the services electronically. The

exposure to the Internet will play a key role in accepting online government

services.

Another area of concern will be the accessibility and usage

of computers. In India, high costs of PC and related hardware and low speed

connectivity will remain a bottleneck. Further, a low literacy rate among poorer

citizens and older generation will be of concern. People with little exposure to

technology will still prefer face-to-face contact with the departments.

Citizens could overcome the technology barrier with the

introduction of interactive kiosks at different government departments. The

focus should be on delivering services using different platforms like computers,

telephone, TV and radio and bring about a change in the mindset to promote the

use of the e-services platform.

Another area of concern for citizens is the lack of clarity

in the delegation of responsibility in government departments. This can be

tackled by specifying responsibility assigned to members of the service

providers who can deal with the queries and problems of the citizens

electronically.

E-services will only reduce the need for face to face to

contact. With the increased use of information technology, departments will be

technologically upgraded to meet both front and back office online requirements.

Moreover, the distance between the government and citizens

will be reduced in terms of interaction, feedback and redressal, which will lead

to avoidance of intermediaries thus encouraging transparency. The greatest

advantage for citizens will be the availability of governments at any time and

at any place.

K RANGARAJAN is Project

Director, Centre for Media Studies (CMS)

Using IT to Solve Citizens’ Problems

The effective use of IT can transform the way people acquire information and

use it to get work done in government departments. Here are key initiatives

government departments can take up to develop e-charters



and implement the concept of ‘Open Governance’:

First and foremost, there is need to develop a website on Citizens’

Charter, which will be linked to sites of various other government departments.

The website will ensure that citizens have access to information on various

services, obligations and responsibility of staff and service conditions. More

important, departments will be obliged to provide online services. Privacy and

confidentiality of users will be maintained by giving a customer ID and

password, so whenever a citizen complains against any department or official,

his identity is not disclosed and is not harassed further.

Development of e-charter cyber cafes at different locations. These cyber

cafes can be used by citizens to download application forms, online processing

of applications and redressal of grievances. Cyber cafes can provide these

services at a nominal cost.

Consultation and online discussion between the service providers and users.

There are Lok Adalats, where a citizen needs to go to specific location and at a

specified time. The same objectives can be achieved through e-chat between

Government departments and users. This will go a long way in solving problems of

citizens.

Citizens’ complaints need to be registered online and the status updated on

a periodic basis. If a citizen has not completed all the formalities, then he

should be informed via e-mail or telephone so that he need not even visit the

government office.

Once a citizen makes an application for any particular work, he can be

informed about the progress of the matter within the department either on the

department website or via email, so that he need not wait to meet an official

for his work.

To pay his monthly bills, a citizen need not visit the department, prepaid

cash cards can be used as a convenient mode of payment at any time. Departments,

in association with banks, can use the third party transfer of funds through

e-banking. Further, the statements of bills can be made available to the

citizens online.