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E-Government

Delhi gets new citizen services law

By Debeshi Gooptu Bakshi | 15 September 2011

Citizen empowerment in India takes on a new meaning from today.

With the Delhi (Right of Citizen to Time Bound Delivery of Services) Act, 2011 becoming a law from this week onwards, residents will now get compensation for delays in services provided by 32 city departments and agencies. Agencies include the Delhi government, Municipal Corporation of Delhi (MCD), New Delhi Municipal Council (NDMC), power distribution companies and the Delhi Police.

According to the Act, all agencies have entered into service level agreements specifying the time frame for delivery of each service offered by them. For instance, power distribution companies have committed to delivering new electricity connections within 35 days. MCD and NDMC to provide birth and death certificates in seven days.

Government officials who fail to process applications within the stipulated time will have to pay a fine (anything between Rs 10 per day up to Rs 200 per application). This amount will be deducted from their salary and paid to the applicant as compensation. Administrative action will be taken against habitual defaulters. The government IT department will oversee the e-service level agreement (eSLA) portal.

Delhi has also become the first state to have an e-monitoring system through which citizens can track their applications and check for delays online. Every applicant will be issued an ID number which can be used to track their application online or at neighborhood Jeevan Centres.

Jeevan Centres were set up a couple of years ago to provide citizen-centric services, through the Jeevan portal, based on the concept of one-stop shops.

With this development, Delhi joins the league of other Asian cities such as Taipei, Bangkok, Hong Kong or Singapore where public services are delivered through convenience stores.

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