Citizens' Issues
Public Interest Exclusive
Right step to weed out corruption: ‘On Time’ service delivery enactments

The introduction of Right to Service Acts by various state governments is a step in the right direction that will help in bringing about transparency, accountability and efficiency in public service, thereby reducing corruption in public places

“Government work is God’s work” so proclaims the entrance to the Vidhana Soudha, the seat of the government of Karnataka in Bangalore. In pursuance of this objective, the state government  recently passed the Karnataka Guarantee of Services to Citizens Act, 2011, under which delivery of 151 services to citizens of the state have been made mandatory to be rendered in a time-bound manner with effect from 1 January, 2012.

This service is named as ‘Sakala’ in Kannada meaning ‘On Time’, and eleven government departments, namely local authority, transport, revenue, food and civil supplies, rural panchayat raj, home, education, health & family welfare, labour, women & child welfare and finance are required to provide services to the citizens within the time stipulated under the Act, failing which penalties will be levied on the employees who are responsible for the delay.

Services like birth and death certificates are to be delivered within three to seven days, caste certificates, age certificates, tax clearance certificates, identity cards for senior citizens, etc, are to be delivered within 21 days, driving licence, learner’s licence, ration cards, etc, are to be delivered within seven to 30 days according to the time stipulated under the rules. As per the Act, if these services are not delivered within the stipulated time, the government will compensate the applicant for the delay/default in rendering the services at the rate of Rs20 per day with a maximum of Rs500 per case. This compensation will be collected from the employee concerned who is responsible for such delay or default. A comprehensive methodology has been laid down in the Act with regard to claiming compensation, filing appeal against rejection, etc and if it is scrupulously followed, it will make life a little easier for the citizens of this state.

The purpose of this enactment is two-fold, i.e. to provide time-bound service to the citizens and to ensure that the need to give a bribe is totally avoided.  The actual impact will be known only after sometime and hopefully, if it succeeds, it would be a great improvement over the present state of affairs in this state. Besides Karnataka, many other states, too, have introduced such enactments and the common framework of all these legislations in various states is granting of ‘right to public services’ and any failure to provide such service will result in levying penalty on the public servant for dereliction of duty. Madhya became the first state in India to enact the Right to Service Act on 18 August 2010. As per the information available on the Internet, the following states have introduced such enactments during this year

The Haryana government has introduced this system of service guarantee through an administrative order instead of an enactment and has implemented the same already. The central government too has introduced a Bill called: The Citizens Right to Grievance Redress Bill, 2011 and same is yet to be passed by Parliament. It is not clear why many other state governments have not taken this initiative so far. However, these enactments are applicable only to the departments of the state governments concerned. There is a need to ensure that such regulations should be made applicable to all public utilities whether in the public or private sector, so as to make life a bit more comfortable for the common man.

The Reserve Bank of India (RBI) should take a cue from these regulations and come out with guidelines for all commercial banks in the country. RBI should identify all services rendered by banks to the customers and stipulate a time-frame for delivery of all such services. Appropriate penalties should be imposed for delay or default in delivery of such services, so to give a new orientation to the customer service practices in the country. Very often we find banks asking a customer to call on the bank on the next day to collect his pass book or cheque book when such jobs are required to be attended to instantly, on the same day. This tendency can be curbed only by levying a penalty for non delivery and enforcing it strictly without exception.

In fact RBI has already made a beginning by levying a penalty of Rs100 per day, if the bank concerned does not refund within seven days the amount that was not dispensed by the ATM of the bank but debited to the customer’s account. This has served as a wake-up call for all banks to own up the responsibility for failure of their ATMs in dispensing cash to the customers. Similar penalties should be imposed for all services rendered by both the private and the public sector banks, and create a new benchmark for customer service in the banking industry in our country.

This is a good example for all the other regulators in this country, like the Securities and Exchange Board of India (SEBI), Insurance Regulatory & Development Authority (IRDA) and Telecom Regulatory Authority of India (TRAI), etc to learn from this novel initiative and introduce penalties for a delay in providing service, both in the public and private sector, and this will improve customer service.

For instance, in the case of insurance policies, there is always a delay in payment of terminal benefits and the insurance companies do not pay any interest for the delayed payment, though they collect interest on the delayed payment of premium by the assured. As per the principle of insurance, the insured amount becomes due on the happening of the event covered under insurance like death, accident, etc, and hence IRDA should insist upon payment of interest from the date of happening of the event till the payment of the insured amount and any delay in payment beyond reasonable period should also be penalized by appropriate penalties. This will help in creating accountability on the part of service providers.

Similarly, delay in payment for securities sold is a very common phenomenon in the capital market and the brokers, while ensuring that they collect advance from their customers when buying shares, are not prompt in payment when they sell the shares. These temptations to delay payment can be controlled only by levying penalty for such delay and SEBI, too, should come out with appropriate guidelines and enforce them without fear or favour.

The purpose of this article is to keep the readers of Moneylife informed about these developments to weed out corruption in public service in their respective states, as the success of these systems will depend on the awareness among the citizens about their right to timely service. Besides, if this article can spur the regulators of various public utilities to emulate the example initiated by state governments and formulate similar systems in all private and public utilities, it will go a long way in bringing about transparency, accountability and efficiency in public service, thereby reducing corruption in day to day life of citizens considerably.

Reference & credits:  [email protected]  Photo courtesy:

(The author is a financial analyst and he writes for Moneylife under a pen-name ‘Gurpur’.)





5 years ago

An Indian government job is a rent seeker's paradise. He cannot be fired for incompetence or non-performance, but only for getting caught for taking unacceptably brazen amounts of bribe which he's forgotten to share with others. There should be a way for the hapless public to throw out useless government employees, who lord over and fleece the government as well as the people..

Nagesh Kini FCA

5 years ago

I understand that Maharashtra, once considered the most progressive of all states, is nowhere in the scene when it comes to notifying and implementing of this citizen-friendly enactment.
No wonder it is floundering in all indices?
Our neta-babus are busy accumulating flats at Adarsh - so much so every Babu who touched the file got a flat allotted just for affixing his/her dhobi mark.
They simply don't get the time or energy to get citizen friendly acts together.
God help amcha Maharashtra!

FirstRand enters into retail, commercial banking in India

The South African lender, which has partnered with Reliance Mutual fund for online sales along with Bajaj and Aditya Birla in the insurance segments also plans to offer loan against gold after July

Mumbai: South Africa-based financial services group, FirstRand Bank said it has entered into retail and commercial banking operations in India by opening of a branch in the city, reports PTI.

The bank has its presence in the country for last three years and deals in investment and corporate banking space.

“We are excited to start retail and commercial banking in India, which represents the first new market outside of Africa for these operations. We see India as an exciting business opportunity and this expansion is key to our long-term growth strategy,” chief executive officer of FirstRand Ltd, Sizwe Nxasana told reporters here.

He also said that the branch would help in facilitating greater economic, trade and investment flows between two countries. The bank is also hopeful of introducing some of the technology based products in the country in the near future.

“We see much potential in India and think it is an excellent market to activate the technology we have in South Africa which can find applications in this market,” chief executive officer and country head of FirstRand Bank India, Mahendran Moodley said.

The bank will also tie up with various partners in the country to provide portfolio of products in the country.

“We will be using outside partners. If we don't have mortgage then we have someone else giving it. If I don't have vehicle finance, I will tie-up with someone else for that.

There are certain products that we don't want to get into initially and we will use partners to collaborate,” chief executive officer (commercial and retail banking) of FirstRand Bank, Bobby Madhav said.

He further said that the bank plans to offer loan against gold after July. As of now, the bank has tied up with Reliance Mutual fund for online sales along with Bajaj and Aditya Birla in the insurance segments. Taking about increasing its footprint in other regions of the country, Mr Madhav said the bank will initially concentrate in Maharashtra before entering into other markets.

“The goal is to get the business up and running in Maharashtra. Then we will look at another state with hub and spoke and smaller branches. We will take it to north and then come to the South later. Maharashtra itself is double the size of South Africa. If you can master this then it gives us a real good recipe for the rest of the country,” Mr Madhav said adding that the bank is waiting for approval from the RBI to open five branches in the country.


India tops consumer confidence in Asia: Survey

At 81.2 India was the most optimistic nation in Asia in consumer confidence, the survey said

Dubai: India has been ranked as the most optimistic nation in Asia in a global consumer confidence survey, reports PTI.

At 81.2, in an index which is calculated with zero as the most pessimistic 100 as the most optimistic, India was the leader of the pack in Asia, said MasterCard Worldwide Index of Consumer Confidence.

The index is based on a survey which measures consumer confidence on prevailing expectations in the market over the next six months, based on indicators such a economic growth, employment, stock market, regular income and quality of life.

It involved 12,915 respondents in 25 countries and recorded a three-point rise in Middle East consumer confidence from the previous six month period, bringing the index to (85.7), significantly higher than Africa (73.8) and Asia Pacific (52.1).

Nigeria (96.4) retained the top spot in Africa, followed by Morocco (87.2), and said the survey carried out between December 5, 2011 and February 8, 2012.

In the Middle East, Qatar and Oman topped the index with a remarkable score (93.6); followed closely by Egypt (88.3), Kuwait (88.3), Saudi Arabia (83.9) and the UAE (82.1).


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