THIRUVANANTHAPURAM: The state government is attempting a revolutionary shake up of the bureaucracy by putting the citizen right at the head of its functioning.
Called the citizen-centric approach (CCA), the strategy is expected to bring about transparency in governance in a way that Right to Information has still not managed to.
In the first phase, the plan is to have citizen-centric administration in three departments that deal directly with the public — police, social justice and civil supplies.
The CCA has three main components — creation of a regular citizen feedback mechanism, simplification of office procedures and a grievance redressal mechanism right from the lowest levels of governance to the top.
The feedback mechanism can be put in place in two ways — one, through a citizen survey allowing the offices concerned to gauge the response of the people to their services; and two, development of a mechanism like the installation of suggestion boxes and periodic consultation with citizen groups.
“We are also thinking of a system of incentives and rewards for the suggestions that can lead to significant improvement in services,” a top social justice department official said.
Services cannot be made people-friendly unless a simplification process is undertaken. The three departments have been asked to prepare a roadmap for simplification.
“This should involve changes in rules, regulations and laws wherever necessary. The idea is to reduce complaints to the minimum. We have been told that the entire exercise should be completed within two years,” the source said.
As for grievance redressal, the departments have been asked to appoint public grievance officers on the lines of public information officers under the RTI Act.
It has been recommended that these officers should be provided with the necessary powers to dispose of a complaint in 30 days. Lapses will invite stringent punitive measures.
