Administrative reforms for effective public service delivery in Himachal Pradesh – HPAS Mains

By | June 18, 2020

What is Administrative Reform? 

Definition 1: The deliberate use of authority and influence in applying new measures to an administrative system in order to change its goals, organizational structures, and procedures with the aim of increasing quality, efficiency, and effectiveness in the development of the services provided.

Definition 2: Modernization techniques to improve the performance of bureaucratic programs and agencies.

Definition 3: It is an initiative to improve the management performance of any public organization or institution in government by using managerial techniques, best practices, and recommendations.

Delivering public services in a time-bound, decentralised and citizen-friendly manner improves the administration in the government department and institution. Improvement in administration further explores the existing system of government redressal system and examines how current models have failed due to incidents of absenteeism, corruption, and outreach resulting in a need to formulate the right of citizens for the time-bound delivery of goods and services and redressal.

Measures taken by Himachal Pradesh Government for Effective Public Services Delivery: 

Jan Manch: The State Government is striving hard to redress the complaints and grievances of the people of the state nearer to their homes. In order to achieve this objective, the State Government has started Jan Manch on 3rd June 2018. The main aim of this program was to establish a direct dialogue with the public and provide on the spot redressal to their grievances. This program was being organized on the first Sunday of each month in one of the Assembly constituencies of every district. This program is presided over by ministers of state government. During this program, all the concerned officers of the district are present to provide solutions for public grievances on the spot. The state government has given special importance to Jan Manch as the Chief Minister himself closely monitors the activities of this program.

Mukhya Mantri Seva Sankalp Helpline 1100: Mukhya Mantri Seva Sankalp Helpline is an effort to reach out to citizen proactively and facilitating them by providing the Helpline facility through Citizen Call Centre and other appropriate modes which serves the citizens for the following purposes:

  1. Grievance registration.
  2. Capturing the suggestion and demands from citizens
  3. Provide information related to Government Schemes.
  4. Escalation to concerned officials for timely resolution.

Citizens can register their complaints from anywhere in the State by dialing Toll Free Number 1100. Their call is registered online on the portal and the same is tracked till the resolution of the complaint. The closure of complaint is done in the software only after getting confirmation from the complainant.

DigiLocker: Digilocker is a cloud based platform for issuance and verification of documents & certificates digitally. Digi Locker has been implemented in 11 departments across the State including Departments of Food, Civil Supplies & Consumer Affairs (FCS & CA), Himachal Pradesh Staff Selection Commission (HPSSC), Himachal Pradesh Swasthya Bima Yojana (HPSBY), Horticulture, Transport, Panchayati Raj , Ayurveda etc.

HP MyGov: MyGov is an innovative platform to build a partnership between Citizens and Government with the help of technology for the growth and development of the State. This unique platform aims to enhance citizen partnership with the State Government and vice versa. MyGov Himachal assists people of the State to communicate their views, suggestions and feedback. The State Government gives due consideration to the constructive ideas, views and synergizes all other contributions for the betterment of the State and Country as well.

HP Public Service Guarantee Act of 2011: Click Here to Read

Time-bound service delivery: State government has decided that all department must notify services and their availability to the public within time. Government employees and even officers have to maintain their records of perfoma to ensure that they are sincere and honest with their work. State government makes it an important point that clear understanding of the relationship regulating the politicians and the civil servants, elimination of corruption in the public service through prevention, surveillance and deterrent prosecution o to deal ruthlessly the nexus among politicians, civil servants, and criminals, the politicization of the civil services to be curbed to minimize its impact on the morale & motivation of the services.

Direct Benefit Transfer (DBT) Scheme: Direct Benefit Transfer (DBT) is a program to transfer subsidies directly to the people. The primary aim of this is to bring transparency and terminate pilferage from the distribution of funds sponsored by the Government.

E-Office: E-Office aims at file Movement automation in Government offices making the process more efficient, effective and transparent for inter-government and intra-government transactions. E-Office has been deployed in different departments as under:

  1. Number of Departments Mapped in e-Office-46
  2. Number of users mapped in eOffice – 1,837.
  3. 12,423 files have been created in e-Office.
  4. Trainings on e-Office are being conducted for various departments on regular basis.

E-District Portal:

e–District Project is a Mission Mode Project (MMP), that aims to provide integrated citizen centric services. It envisages integrated and seamless delivery of citizen services by district administration through automation of work flow, backend computerization, and data digitization across participating departments.

Following activities have been completed under this project:

  1. 62 e-Services under e-district launched in all 12 Districts.
  2. M/s Terra Ciss Technologies Ltd. is working as SI (System Integrator) for State Wide rollout of e-District MMP
  3. Hardware Delivery at all departmental locations for all 12 districts.
  4. Integration of e-District application with UIDAI (Aadhaar), SMS Gateway, Payment Gateway, Land Record, E-Pariwar, BPL, CRS, Public Service Guarantee Act (PSG) completed.
  5. Additional 50 G2C services of various Departments given to SI for development under eDistrict Project.
  6. IT Department has started Integration of new Payment Gateway for Revenue Department services.

Lokmitra Kendra – CSC Scheme: Click Here to Read

Sevottam Model: A model for Citizen-Centric Governance and to achieve excellence in public
service delivery. All participants agreed in one voice to have citizen charter with specific
services with standards/ timelines in each service department to ensure transparency and

Benefits of Sevottam:

• Demonstrates the commitment to Quality Improvement
• Enhances the Service image of Public Service
• Accountability & Reassurance to Citizen
• Drives towards the improvement of Process & Service Delivery
• Ensures Management Commitment
• Enables Staff Motivation
• Involves Citizen in Process & get their Services requirement / Expectations

Right to Information Act of 2005

One Nation One Ration Card: The scheme will help consumers take ration from any fair price shop in the country through the National Portability Scheme of ration card. He said the scheme will benefit about 67 crore people of the country and lakhs of people of Himachal.

Telemedicine Project: Telemedicine is to improve the health services of the State by providing access of experts to common man even at PHC level. Under a pilot project, necessary background work has already been done with MIT, Govt. of India & CDAC, Noida to link IGMC Shimla, PGI Chandigarh and AIIMS, New Delhi with the Telemedicine Project of the State. Fourteen remote locations have been taken up in Phase.

Ease of Doing Business EoDB): As part of Ease of Doing Business (EoDB) parameters of Department of Promotion of Industry and Internal Trade (DPIIT), Govt. of India, TCP and UD departments’ achievement on 19 parameters stands at 94 percent, one of the highest amongst 15 Departments being ranked.

The following are the online web services portal of the department.

(a) G2C Model such as online submission of application, online payments, online tracking of status, sanction/ rejection online, SMS and Email alerts.

(b) G2B Model wherein 24×7 access is offered to all privatesector professionals to upload their cases. A dashboard has been made available to the private sector professionals who provide a digital store for their online work.

(c) G2G Model, where the entire process of flow from first level officer to the final sanctioning authority is web based. A robust system of MIS has been formed for generation of various kinds of a real time reports.

Online Bus Ticket Booking: Anyone can book an online ticket from the phone/laptop.

e-Gazette: State government notification in Hindi and English are uploaded on this platform.

HP Police Web Portal: Online registration of complaint, online search of FIR, Online verification of individual, Non-objection certificate, online payment of traffic challan, etc facilities are being provided on this platform.

eProcurement System: The eProcurement System of Himachal Pradesh enables the Tenderers to download the Tender Schedule free of cost and then submit the bids online through this portal.

Computerization of Land Records & Registration of Deeds (HIMBHOOMI & HIMRIS): In HP State, the system is being implemented in all the District HQs in which data of land records will be entered into computers for future access. The department will ensure the completion of data entry and monitor the functioning of the system. Out of total 110 tehsils in Himachal Pradesh 81 have been made online and Data entry is about to complete in the rest of the Tehsils.

The Right to Information Act of 2005: The State Information Commission, Himachal Pradesh acts as a friend, philosopher, and guide to the people of the Pradesh in the exercise of their right to Information and to the public authorities in the discharge of their duties to make information accessible to the people. The key function of the Information Commission is to enquire into the complaints of people and hear appeals under the RTI Act, 2005, guide public authorities about the implementation of the Act.

Public distribution system: State has strictly maintained the decorum in the PDS system. Grains that must be provided to people have already notified in PDS notification boards. Also, everyone in Himachal Pradesh is covered by the public distribution system, even the Chief Minister. Unlike the National Food Security Ordinance which entitles 67 percent of the population to get subsidized grains from the government every month, Himachal Pradesh covers its entire population has been under the Targeted Public Distribution System (TPDS).

Awards received by HP Government for Good Governance:

  • Himachal Pradesh has been ranked 1st in governance among the 12 small states of India for the 2nd consecutive year in Public Affairs Index (PAI) released by the PAC Bengaluru in the index of child rights.
  • Kerala is also 1st for the 3rd time among larger States.
  • On the PAI ranking for 2018 HP is followed by Goa, Mizoram, Sikkim, and Tripura.
  • The consistent performance of Himachal Pradesh on good governance was held to be remarkable also for the very low levels of economic, social, and gender disparities.
  • HP ranked very well on all three as our growth pattern is inclusive and proof of the SDG mission of “leaving no one behind” in development.

Read more: Himachal Pradesh State Biodiversity Strategy and Action Plan, Endangered and threatened species of Himachal Pradesh, Factors responsible for Biodiversity decline in Himachal Pradesh.

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