GOVERNMENT OF KARNATAKA

SAKALA CITIZEN CENTRIC

MINIMUM GOVERNMENT
MAXIMUM GOVERNANCE
 PUBLIC GOVERNANCE ISSUES

GRIEVANCES GALORE HUGE DELAYS, COMPLICATED PROCEDURES

THRIVING MIDDLE-MEN GOVERNMENT INEFFICIENCIES

 Karnataka Sakala Services
Act(KSSA)
Citizen-friendly Act !!
• Mandatory Acknowledgement receipt –
15 Digit unique number
• Payment of Compensatory Cost to Citizens
• More than 7 defaults lead to disciplinary action
• Fully operational Call Centre for Clarifications/ Complaints:
080-4455 4455
SAKALA SERVICE DELIVERY PROCESS:
Citizens Sakala Places demand
need for a Counter for the service
service

Gets 15 digit Acknowledgement Number

Process of closing the

service request

Data updated

SMS to citizen
Service Service processed
delivered
 CITIZENS as CUSTOMERS
Citizen Friendly
Governance
Grievance Mandatory
Management Notice board

Call based Time-bound

Appeal services

Helpdesks Compensation
for Delay

Services at Right based

Doorsteps awareness
INNOVATION- REINVENTION
 SAKALA JOURNEY..
330+ million service deliveries in 11 years...

96% - Annual average disposal 72000+ Grievances

1% - Delayed disposal redressed on time
3% - Average Rejection Rate
PUBLIC GOVERNANCE- STRATEGY

SAKALA
 PUBLIC PORTAL
www.sakala.kar.nic.in
SERVICE PROCEDURE
SERVICE PROCEDURE
358 ONLINE SERVICES(Seva Sindhu)
DOWNLOADABLE ONLINE FORMS
SAKALA CLOCK
Awareness – Sakala LED installed at the entrance of
Vidhana Soudha- real time information about Sakala
progress
CUMULATIVE REPORT
DISTRICT WISE RANKING
ASSEMBLY/ PARLIAMENTARY WISE
PENDENCY ANALYSIS
REJECTION ANALYSIS
 CONCURRENT EVALUATION IMRB

Sakala’s Popular Citizen Services

 INTERNATIONAL MARKET
RESEARCH BUREAU [IMRB]
appointed by
Karnataka Evaluation Authority

Third party Survey on Sakala

implementation in Karnataka
REDUCED TIME TAKEN FOR SERVICE DELIVERY
BEFORE AND AFTER-CITIZEN’S RESPONSE

KEA also observed that:

•post Sakala there was no need
to visit multiple desks(93%)
•citizens received a unique 15
digit acknowledgement No. to
their service request(90%)
 EMPLOYEES RESPONSE TO THE SURVEY
• 97% of the staff found the portal
www.sakala.kar.nic.in easy to use.
• 94% of the senior officials said that
Sakala has helped in objective and
close monitoring of effective service
delivery by the staff.
• 89% of the staff were given
training on the Act (Sakala).
Public Evaluation – Social Media
PEOPLE CENTRED REFORMS
 SAKALA AWARDS & ACCOLADES
1. PM award for excellence in Public Administration
- April 2014
2. National Award for e-Governance, 2013-14 Silver
Award
3. CAPAM 2014 International Innovations Awards
for innovation in public service management
4. Google Club Innovator Award
5. D L Shaw Quality Award
6. IELTS CloudGov Award
7. Gfiles Governance Award
8. World Bank Leadership Program
ISO Certification of Sakala
CHALLENGES FACED
TRANSFERRABLE LESSONS
 Conclusion
Now Sakala in Karnataka ensures
True Democracy
- the government of the people, by
the people, for the people!

n ing
ar int
e
L o
P Sakala a ‘Role Model’ for many
developing nations to eliminate
many administrative ills.
AN IDEA WHOSE TIME HAS
COME