Chanchal Kumar, Bihar, India IGC, Africa Growth Forum st July, 2015, Addis Ababa Improving the Delivery of Services

Systematic Recruitment of Pubic Servants Formulate cadre rules for all government posts, 200 plus rules formed in one year in Bihar Pro active disclosure of essential, basic eligibility criteria and information of selection process Separate, autonomous body/Commission/Authority to conduct regular open examination and/or interview e.g. UPSC, BPSC, SSC Commission must be made financially independent Commission’s integrity and transparency in functioning must for public trust

Reward and penalty system for public servants Annual confidential record for overall assessment Promotion be linked to ACR and performance Performance appraisal be mostly outcome based and on a agreed set of activity Private service delivery systems can be used for yardstick e.g. # of operations/patients treated in Govt hospital Vs. Private hospitals

Private-public efforts to improve public services Government should be directly involved with only the core activity of Governance Non core activities should be outsourced but M&E should be in place. Government should conduct review of alternatives and improvise Government should scan for alternative service delivery method to an existing program e.g. 108, 102 Ambulance service

Private-public efforts to improve public services In Bihar, alternative service delivery methods are used e.g. Outsource-maintenance of large facilities; Franchises-electricity distribution system; Grant and subsidies- to sports federation for promotion of sports; coupons/vouchers- for PDS ration; Self-Help Groups- Jeevika groups in agriculture, art work, trade, local rural roads maintenance; PPP- for road construction/housing In Health sector, use of Rogi Kalyan Samiti to oversee health centre works

Private-public efforts to improve public services In Education sector, use of Guardian Committee to monitor teachers and quality of education in elementary and secondary schools.Committees are given statutory powers Reduce peoples’ interaction with Government offices and introduce privately operated ‘ May I help You’ facilitation centres. Make laws to address public grievances within a stipulated timeframe and provide services. In Bihar, Right to Information Act, Right to Public Service Act are already in place giving timely services and information.

Good Governance in Bihar Fiscal prudence Law and Order Provisioning of Public Services and strengthening of the delivery system Active Grievance redressal mechanism Zero tolerance of Corruption

Janta Ke Darbaar me Mukhyamantri Monday of the month is fixed for specific subject, for field formations (down to Police station/Block) different days are fixed to meet people Concerned Ministers/officials are present Robust MIS, monitoring at Chief Secretary and Chief Minister level Yatras-Underlying principle: boost demand side of services/ see system efficiency in operation

Jaankari  “Jaankari” centre -to break Government monopoly in providing information  Bihar has introduced a phone-call based facilitation centre called “JAANKARI” Helpline under Right to Information Act, 2005, Harassment helpline Application helpline  Online Jaankari: Applications can also be filed online

Jaankari Call details Jan'07 to April'15 of 1.42 lakh

Right to Public Services  Bihar Right to Public Services Act, 2011 was enacted to Mandate a time limit for notified services (52 services) Develop a culture of public service timeliness, transparent and accountability Create an institutional mechanism enabling citizens to get public services as a matter of right Provide for penal action against defaulting public servants To boost the supply side of public services  Crores applications received & Crores disposed (99.2%) in 46 months

Top 10 Services Under RTPS : 96.96% of Application Received

Year Wise RTPS Application Status Report

Service requests as percentage of its population in Bihar

Average information/service requests per month

Some salient features… Fair leadership can prescribe bitter pills Universal schemes are better performing Ease of access to public services & proactive disclosures help Be liberal but come down harshly on violations and aberrations Raise standard of public debate, capacity building Raise public expectations from government to introduce irreversibility, laws are more irreversible than executive orders PSUs can also provide better services

-- Thank you --