Enhancing transparency and accountability in public service delivery

The Bihar Right to Public Services Act – Bihar Lok Sevaon ki Guarantee Adhiniyam – was implemented in Bihar on August 15, 2011, and has made it mandatory for the state government and its agencies to deliver public services to people within a stipulated time frame, failing which government officials are liable for penalization. Under the Act, 52 services from 10 departments have been notified. Bihar has employed an extensive ICT framework for the implementation and monitoring of the Act. This framework includes a monitoring software – Adhikar, an IVRS helpline – Samadhan, a call centre for clarifying the provisions of the Act – Jigyasa, various mechanisms for application tracking by the citizens, and widespread use of technology to generate awareness among the people and build the capacity of government officials. The use of ICT has been done in a phased manner so as to learn from the challenges faced at every level and improvize on the model employed. Applications for service delivery under the Act are made through the RTPS counters set up in block offices and through the web portal. As of now, the success rate of application disposal stands at over 95 percent.

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