"
Ensuring Services, Empowering People
“
Bihar Right To Public
Services Act,2011
Sandip Shekhar Priadarshi
Admimistrative Officer
BPSM
General Administrative Department
Govt of Bihar
1
Contents
 Introduction/ Background
 Implementation
 Infrastructure
 Benefits
 Impact Assessment
 Way Forward
2
Background

Why RTPS ?
Lack of transparency in delivery of public services
Diffused responsibility
Dependence on intermediaries/middlemen and demand for bribe.
Lack of accountability
No definite timeline for delivery of services
No acknowledgement of any application
Difficult to track application
 The Government of Bihar took it on the top most priority for enacting service
delivery legislation as a part of Good Governance agenda.
“The Right to Public Services Act, 2011 was enacted for
ensuring delivery of public services in a time bound,
hasslefree and transparent manner.”
 The RTPS Act has helped the public regarding three Ws
related to their work ie who,where,when.
3
Introduction
RTPS Act mandates
 Delivery
of notified public services within stipulated time limits,
 Fixation of accountability within the system by notifying the
public servants as Designated Public Servants (DPS) who would be
held responsible for timely delivery of services,
 Transparency in implementation of the provisions
 Provision of a Right to appeal at two levels in cases where services
are unjustifiably delayed or denied with provisions to impose
penalty on the responsible public servants
4
RTPS: The journey so far
Training
of
master
trainers
Training
Act
Notified of
master
on 2nd
trainers
May
(contd.)
May 11
Rules
Notifie
d on 3rd
May
Services
Notified
on 11th
May
RTPS
monitoring
and review
at various
levels
Recruitmen
t of
Executive
Assistants
Launching
RTPS
of mass
launched on
media
Independenc
campaign
e day
June 11
July 11 Aug 11
Roll-out
training
in field
Setting up
of RTPS
counter,
May I Help
You Booth
Hon’ble CM
TATKAL
launches Seva
application
Yatra with
introduced Applicatio
review of RTPS
n Received
implementatio
8.6 Cr
n as a focus Online
application
introduced
Sep 11 Oct 11
Trial Run of nd
Adhikaar 2 phase of
software in media
field offices campaign
Nov 11 Dec 11 Jan 14
RTPS
monitoring
and review at
various levels
Oct 2014
Citizen’s
feedback
survey on
RTPS impact
carried out
in blocks
5
Implementation
Capacity Building
• Training of trainers - Nodal Officers
• Roll-out of field level Training -Training calendar
and modules prepared at State HQ level and training was given to all the
staff till the block level offices.
• Training of IT resources on BRTPS software
 Training of IT Managers
 Training of IT Assistants
 Training of Executive Assistants
6
Implementation
Pre RTPS
This information remained in papers only.
General public had rare access to this.
Post RTPS
Every information regarding a particular
service is provided on the RTPS counter only.
7
Infrastructure and Field level Strengthening
Infrastructure
Field level Strengthening with cost-Benefits
 Front – End
RTPS Computerized Counter – at all
service points
May I Help You Booth – in all the
District HQ
 Back- End
Data Center – Central server at State
HQ; data from field offices (local
computers transferred through
synchronization)
"Jigyasa" Helpline – Operated from
State HQ
Software "Adhikar” – enabling
computerized application process and
a Management Information System
(MIS) enabled monitoring & review
Generators provided for electricity
IT
resource
Numb
ers
Annual Salary
Total (in
Rs crore)
IT
Managers
82
3.6 lakh (@ Rs
30,000 per month)
3.0
Block IT
Assistants
724
0.96 lakh (@ Rs
10,000 per month)
8.62
Executive
Assistants
1521
0.84 lakh (@ Rs
9,000 per month)
16.44
Gen set for all 534 Block offices
10.0
Grand Total
38.06
8
Implementation
Monitoring of RTPS implementation
•Sewa Yatra by Hon’ble CM across Bihar
•Adhikar Software
Various MIS reports (like pendency, receipt and disposal status)
Desktop alerts for DPS
•Ranking of Districts on identified parameters
•Monitoring Cell at BPSM
Provides continuous technical and administrative guidance to
field offices
Monthly meeting of IT managers
•Citizen’s Feedback mechanism - field study
9
Continuous Impact Assessment
• Impact assessment carried out by technical (nonofficial) teams
 Significant improvement in the service delivery
 Dependence on intermediaries has come down drastically
 Demand for reduced timeline/ Tatkal scheme
 Increased no. of visits to field offices (reduced role of intermediaries) in
some cases
10
Main Features
 Acknowledgement Receipts with eighteen digit unique ID number.
Audit of services delayed or denied, appeals and reviews Under RTPS.
Provision of Right to appeal at two levels in cases where services are unjustifiably
delayed or denied with provisions to impose penalty on the responsible public
servants
Applicants are informed through SMS when services are ready to be delivered.
Online application facility introduced for Caste, Income and Residential certificates.
 Certificate distribution counter opened at Bihar Bhawan, New Delhi.
Introduction of Tatkal Services for Residential, Caste And Income Certificates from
15th Jan,2014

In -house developed Adhikar Software.
Unique provision of Executive Assistants bringing their own hardware.
11
Present Status
Applications Received/Disposed from Aug 15, 2011 to Nov 10, 2014
Applications
Received
Applications
Disposed
Percentage
Residential Certificate
28308028
28155589
99.46
Caste Certificate
17772074
17690679
99.54
Income Certificate
14819249
14754305
99.56
7909819
7902326
99.91
Mutation of Land
5250567
5149967
98.08
Social Welfare
5073666
4726046
93.15
Transport
3091108
3008318
97.32
Character Verification
1987167
1946464
97.95
Land Possession
Certificate
1833380
1822599
99.41
Education
100462
100240
99.78
Commercial Tax
97189
96789
99.59
New Ration Card
85170
84954
99.75
Services
Registration
Total
86327879 85438276
Year wise Application
Received
16th Aug 2011 To 15th Aug 2012
16th Aug 2012 To 15th Aug 2013
16th Aug 2013 To 10th Nov 2014
23%
42%
35%
98.97
12
Model RTPS Counter
13
Way forward …….
 Inclusion of new services
 Online delivery of services
 Reduced timeline for the delivery of services.
14
Thank You
15