By: Shahzad Ahmad
Mr. Arvind Kejriwal , a former Civil Servant from Indian Revenue Service (IRS) appeared as social activist who changed the whole system of public services as CM Dehli . He not only revolutionized his party BJP but also impressed the masses by dint of his strong commitment about bringing radical changes in the public services delivery infrastructure. The passionate Kejriwal is not a day dreamer, but he is a reformer indeed
He felt the pain of common people and came forward to save the humanity. Now, the residents of Dehli are facilitated with almost 40 Government Services namely driving license, marriage registration certificate at their doorstep and so on. Chief Minister Arvind Kejriwal has made revolutionary changes in governance by launching the doorstep delivery of public services. Mr. Kejriwal aims to provide more than 100 services to the masses at their doorstep in next 2 to 3 months. Residents of Dehli can dial 1076 to place a request for doorstep delivery of services which are provided from 08:00 am to 10:00 pm. This is called “Dehli Model.” In back days, a devolution plan was introduced in Pakistan by National Re-Construction Bureau to strengthen the system of public services delivery at grass root level during the regime of General Musharraf. Mr. Kejriwal is striving hard to provide all basic facilities including health, education, and municipality and many others at Mohalla level following devolution plan. He proved to be a smart reformer whose success is very vide and clear. Kejriwal model shows that revolution can be made if leader is honest, dedicated, committed and above all patriotic. Bureaucracy is the key factor of social reforms which, now- a-days, is under influenced by politicians.
In 2018, the writer of these lines was posted in Sialkot, a district of Punjab province as a spokes person of District Administration led by a revolutionary and passionate district head like Kejriwal named as Syed Bilal Haider. He introduced Public friendly E- Governance Initiatives Modern Mobile Apps to accomplish the goal of Citizen friendly Govt. people have the access to district administration 24/7 via help line 0800-15050. Moreover, they provided the option to download these apps in their mobile through Google play store.
Citizen Facilitation Call centre “Salam Sialkot.” Was introduced to provide all the 18 services, provided by 12 departments including birth /death certificates,, divorce papers, marriage paper, property transfer etc. Secondly, the information about user charges, process time, name and contact details of the officer concerned were ensured to send to common man through Urdu SMS. Un- employed persons were encouraged to visit this app for job opportunities and financial help for business.
To ensure the check and balance over the prices of commodities of daily use, Qeemat Sialkt app was introduced in District that was adopted by the provincial Government later on. Citizens have been provided access to the prices of 37 edible kitchen items, notified on monthly basis by DC and the 22 fruit and vegetable products along with rates notification at 8.00am daily by Fruit and vegetable markets. The citizens can report about over –charging, hoarding or poor quality of the items. The price magistrates conducted raid the premises and reported the punitive action taken within 24 hr to the complaints through app.
SPRS Sialkot patient Referral System was another m…. in the history of Government. The information about patient referral in real time, at departure and reception is coordinated between the primary and secondary heath care facilities has introduced through a dynamic mobile App.
Like Dehli Model of Governance, this model led by syed Bilal Haider also crossed boundaries. CM Dehli Kejriwal introduced a different concept of Sarkar that was not only appreciated in media but also praised by every citizen of Dehli. Likewise, DC Sialkot proved smart and unveiled Sarkar Sialkot. Citizen could know the name , office address , phone No. of the pat wares, Revenue officer, Secretary VC, SHO, In charge BHU, School Head Master and all other concerned . Complaints were lodged online through App. Citizens were advised to record their feedback about misbehavior by service Provider.
Staff Suthera Sialkot (SWMC) app was aimed to empower the citizens to take picture of the filth / garbage in their street and send it through app. The action taken by the duty sweeper was reported with in 2 hr through a response picture of the same point using the Google mapping technique. And above all, his litigation tracking system was remarkable which reduced the rush at courts. Every litigant/plaintiff could know the next date of hearing or litigation status online without visiting revenue courts.
Understanding the model of Kejriwal and Syed Bilal Haider is a need of time. In the age of globalization, there is a dire need to provide services delivery to masses at their doorstep. This way not only strengthens the governance system but also will develop a good image of civil servants among general public. Stereotype and outdated system of governance should be revamped in such a magical way that every common man may benefited from it. The model of Governance adopted in developed countries should be followed and officers may be trained on modern ground to serve the nation. Mr. Kejriwal and Syed Bilal Haider should be followed suit.
______________________
(The writer is a civil servant by profession, a writer by choice and a poet by passion)
