Citizen Outreach Programme SOP

GVWV-VSWS Department

Contents
Introduction........................................................................................................................ 2
Objectives .......................................................................................................................... 2
Event Flow ......................................................................................................................... 2
1. Team Setup ................................................................................................................. 2
2. Awareness................................................................................................................... 3
3. Engagement ................................................................................................................ 3
Requirements..................................................................................................................... 3
Target ................................................................................................................................. 3
Stakeholders ...................................................................................................................... 3
Roles & Responsibilities of Stakeholders:........................................................................ 3
Activity Timeline ................................................................................................................ 5
Annexure............................................................................................................................ 6
1. Welfare Calendar............................................................................................................ 6
2. Ward Secretariat Staff Contact Numbers............................................................................ 6
Introduction

The Government of Andhra Pradesh has introduced the concept of Navaratnalu

as core theme of governance in order to revamp the delivery systems of
Government services with an aim to improve living standards of the people. To
achieve this objective, Government of Andhra Pradesh has established a system
of Village/Ward Secretariats consisting of required f unctional assistants to
strengthen Gram Panchayats and Wards.

In order to operationalize Navaratnalu, Government of AP has also deployed

volunteers at village and ward levels across the State of Andhra Pradesh for
delivering government services at doorstep of all eligible households. The
objective of positioning Grama/Ward Volunteers is to ensure timely and
transparent services, implementation of Government Programmes/Schemes to
all citizens in the State. At present 543+ services are delivering through
Village/Ward Secretariats to the citizens and there is a need to create awareness
amount them. Hence Government has decided to conduct “Citizen Outreach
Campaign” the Village/Ward Secretariat employees shall interact with the
Households in their jurisdiction to make the citizens aware about various
Government schemes and services being delivered through Village/Ward
Secretariats.

Objectives

The objectives of the programme is

• To touch base, all the Households mapped to a particular Ward Secretariat.
• Explain about the Government Welf are Schemes.
• To explain the dif f erent Meeseva and Non-Meeseva services available at
Ward Secretariat.
• To increase the connection between Ward Secretariat (Government of AP),
Citizens and guide them to avail services f rom Ward Secretariats.
• To know the real time f eedback f rom the public on various schemes and
programmes implemented by Government through Ward Secretariat
system.
• Attend to the grievances of citizens with regard to Ward Secretariat.

Event Flow

The campaign is to be conducted in every Ward Secretariat Jurisdiction in all the

ULBs by employees and Ward Volunteers of the Ward Secretariat.

1. Team Setup
a. Every Ward Secretariat staf f to be mapped with 2-3 Volunteers each
by the Municipal Commissioner, which gives them approximately 50-
100 HHs to touch base per day.
 2. Awareness
a. Ward Secretariat Staf f , along with the respective Volunteer shall visit
all Households.
b. Explain the services & schemes that can be availed through War d
Secretariat and request them to visit Ward Secretariat once.

3. Engagement
a. Ensure citizens join volunteer WhatsApp groups f or ease of
communication
b. Ward Secretariat staf f shall share essential contact numbers of the
respective staf f
c. Stick/handover staf f contact details and dif f erent helpline numbers at
apartment/house along with concerned Ward Volunteer number.

Campaign Duration: 2 Days per Month (Last Friday and Last Saturday)

Campaign Timeline: As per requirement

Campaign Team: 1 Ward Secretariat Functionary and 2-3 Volunteers

Requirements
• Welf are Calendar
• Contact Numbers of respective Ward Secretariats.
• The ULBs shall print required material and supply to the respective Ward
Secretariats (enclosed to this letter).

Target
• 50-100 HHs Per Day Per Team
Stakeholders
1. Ward Secretariat Staf f
2. Ward Volunteers
3. Municipal Commissioners
4. Joint Collectors (VWS&D)
Roles & Responsibilities of Stakeholders:
Ward Secretariat Staff:
• It's the responsibility of individual Ward Secretariat staf f to cover all the
mapped Households (HH)in the given time without compromising on the
quality of the campaign.

• It’s the responsibility of individual Ward Secretariat staf f to plan their HH

visit schedule in coordination with volunteers.

• It’s the responsibility of the Ward Administrative Secretary to ensure that

the required collateral reaches the Secretariat bef ore the launch of the
campaign.
 • Ward Secretariat staf f to f ocus more on separate meetings with Resident
Welf are Associations, Gated Communities, colony Associations and
Slum Level Federations.

• It’s the responsibility of individual Ward Secretariat staf f to get citizen

contact numbers and signatures as a part of the monitoring mechanism,
which will be submitted to concerned of f icials by the staf f .

• Ward Secretariat staf f to ensure proper redressal of grievances raised by

citizens during interactions

• The respective Secretary of the team is responsible to post a daily updat e

of the work in reporting groups in prescribed standard f ormat.

• It is the responsibility of Ward Secretariat staf f to create awareness on

various schemes/ projects implemented by Government and objectives of
Government and benef its of all Schemes implemented.

• Ward Secretariat staf f shall ensure all eligible benef iciaries shall cover in
the respective schemes.

• It is the responsibility of Ward Secretariat to create awareness about

Welf are Calendar, important phone numbers, grievance redressal
system, Service Request registration system.

• BPL HH / Slums Areas: The Ward Secretariat staf f shall f ocus on

implementation of Welf are schemes and programmes, civic amenities,
service requests to various Departments, grievances etc.

• Apartments/ APL Colonies / Townships: Ward Secretariat Staf f should

f ocus on civic amenities, service requests of various departments,
grievances, regulatory needs like house plans, master plan, D&O Trade
Licenses, town planning activities, protection of community lands.

Volunteers:
• It's the responsibility of the respective Volunteer to accompany and make
sure to cover all HH in their jurisdiction along with Functionary attached
to him /her.
• It’s the responsibility of Volunteers to try and escalate/solve longstanding
issues in coordination with Ward Secretariat staf f .
• It’s the responsibility of Volunteers to share the campaign inf ormation with
HHs bef orehand in their cluster WhatsApp groups.
• It’s the responsibility of volunteers to share the af ter -campaign f eedback
and pictures in WhatsApp groups.
Municipal Commissioner:
• Municipal Commissioner shall constitute the teams and deploy them
• Print required material and supply to the respective Ward Secretariats /
Teams:
 1. Welf are Calendar
2. Contact Numbers of Ward Secretariat Staf f
• To ensure that the Ward Secretariat staf f , Volunteers, and other ULB
of f icials f ollow the campaign guidelines strictly, monitoring the progress
and report the same.
Joint Collectors (VWS&D):
• Joint Collectors (VWS&D) are requested to ensure to conduct Citizen
Outreach Campaign ef f ectively duly coordinating with Municipal
Commissioners and report the progress.
Activity Timeline
Activity Timeline Description

Collateral finalization D-10 Template of the creative that will be given to citizens to
be finalized and share with Ward Secretariat staff

Monitoring Formats D-9 Template and daily update format to be finalized and
finalization share with Ward Secretariat staff

WS staff - HH Mapping D-7 Every secretariat staff to be mapped with 2-3

Volunteers each

Collateral Procurement D-6 Ward Administrative Secretary shall ensure the

required collateral at his / her disposal

Briefing to Staff & D-5 Officials to explain the scope and responsibilities of
Volunteers each individual in the campaign

Scheduling D-4 All the Ward Secretariat staff in coordination with

volunteers to schedule their visits to HHs

Submitting Action Plan D-3 Ward Administrative Secretary to submit the schedule
to Officials of teams to higher officials for the approval

Training D-2 Mock sessions to be held in Secretariats for last-

minute course corrections

Material D-1 Ward Administrative Secretary shall ensure all the

arrangements are in place and teams are ready for
conducting Citizen Outreach Campaign

Campaign Launch D-Day 2 days – Last Friday and Saturday of Every Month

Monitoring Till Campaign Officials shall monitor closely and submit daily reports.
Ends
Annexure
1. Welfare Calendar

2. Ward Secretariat Staff Contact Numbers