Providing service is no mercy but duty of officials, will create awareness on it: RTS chief

Even though the "revolutionary" Right to Services Act may have been a flagship Act of the government, the lack of its awareness by government is telling. Two years to have a commission with frugal staff, one is also yet to hear if a person was even fined for not providing a service. In his first interview, Swadheen Kshatriya, the first commissioner of Right to Services Commission talks about how he looks to make RTS popular by involving civil society, sensitizing officers and pushing the government to sooner notify services that are run to 379 of over 1,000 services that need to be notified for citizens to avail them as per the Act. Excerpts of his interview with the DNA.

What are the first things on your mind as RTS chief?

Foremost in my mind is to create awareness about the Act. As of now there is little awareness. Meetings with officials is first part of it and two (revenue) divisions (of six) have already been covered where I am sensitizing them about it. I also intend to take meeting with civil society members. It will be a good idea to have a committee. This is a revolutionary law, through which we will providing services as duty and obligation and not as a mercy to citizens in timely manner. It is great step in democracy and empowering people.

How have the first two months in office been like? Has any case come to you?

There are three stage in this Act. There is designated officer who is to give service and provide reasons in writing for not giving them. Commission is the third stage. First and second appellate is within the department. Things will take time for appeals to come. I get representation every day. People write to us directly saying we did not get service. We are doing 'margdarshan' of who is the designated officer for them to approach first. We have put on website how to make application, acknowledgement, and proformas. Since there are stages and little awareness, it is taking time. Our request is that people make applications online, though offline is not barred. We want more and more people to use online portal through Aaple Sarkar and also use free app specially made of it. They need not even go to office and that will help us monitor easily. If people make applications online, it will be easier to monitor too. As of now 79 lakh application have been made of which 56 lakh have been disposed and rest in process of being disposed.

Unlike RTI, which citizens made popular, it is not the case with RTS. They critical and disillusioned of its effectiveness. It has been two years and we are yet to hear anyone even get penalized. Citizens feel penalty is low too.

The Act is powerful. It is precisely for its implementation that commission is made. The government is serious on about its implementation in letter and spirit. I am very confident that once my office is process of settling down, things will move. Once the office is settled, we will play an important role. We are asking for deputation of staff and also outsourcing it. The penalty is not less. Penalty of Rs 5,000 will be paid by officer's salary.

Recommendation of action will be taken very seriously and the report will be submitted to the legislature and can be debated. In my opinion recommendation will be taken seriously.

Timely services allow citizens to live freely in developed countries and they are not weighed down by them not coming their way. They have certain 'to do' things they can 'trash it out' for them. Will happen here?

We would like citizens to move in the same direction and that they should have assurance that they get services. After one or two conditions like minimum documents that have to be given to the officers, an eligible applicant, we will ensure that service will be delivered in stipulated period of time. We will create that kind of environment.

Does the Act empower you enough? Who will create awareness about the Act?

The Act gives tremendous powers like general superintendence, direction and management of affairs and recommend steps to public authority for effective delivery of public services that will make delivery more transparent. I will be creating awareness of the Act.

Are you satisfied with the pace of notification of services considering services can only be used after they are notified? Have you given any time frame? Which ones should be prioritized?

We began with 50 services and within a period of one and half year 379 were notified when I left. We still have a long way to go. Around 25 departments have notified and there are 40 departments in all. All departments must bring all services under the ambit of this law. I would say around the figure should touch 1,000. I will take it up with the government so that services are notified soon. Right now, I am focusing on what is happening in 379 services. Maximum services are coming to revenue (53 lakhs) followed by surprisingly labour (11 lakh). Services will have to be notified as per what citizens want most. If there are services that are notified and no one has applied for it, either it is not percolated down or service which is no longer relevant has been notified. We will monitor these and those that are required most, departments will have to notify them. One they are notified, compliance will be more effective. It will be a continuous ongoing exercise.

A chief and commission comes into place as soon as Act is enacted. Even if an appeal stage is to be taken into consideration, it took too much time for commission to come up. Since you were part of the government, can you throw some light on it.

It is a fact that it has taken time. But I think that Act and structure of the commission and commissioners has been made very effective and powerful. This will make different in ensuring that services are provided in time bound manner. From here onward it will be our effort to see that it will be a different environment in which people get services.

Timely Services

Age, Nationality and Domicile Certificate - 15 days 
lncome Certificate - 15 days 
Senior Citizen Certificate - 7 days
Agriculturist Certificate - 15 days 
Non Creamy Layer Certificate - 21 days 
Birth Certificate - 5 days 
Death Certificate - 5 days 
Certificate of Niradhar - 20 days