Bengaluru: Karnataka govt has initiated a 15-point reform structure for citizen services through the Praja Seva department, based on recommendations of the Karnataka Administrative Reforms Committee (KARC-2) report. The department has consolidated the recommendations into a set of features to be adopted by all departments.A key reform is that all services related to missing licences, certificates and other documents shall be brought online and under Sakala services, with reduced timelines wherever possible. Certifications that are renewed merely on payment of a fee shall also be enhanced, with citizens given the option to pay the fee for a block of years, allowing the certificate to remain valid for that period.All inspections of citizens’ property by any department shall be carried out through an online application, preferably via a mobile app. Department head and senior IAS officer Harsh Gupta has directed citizen-facing departments to approach the Directorate of Electronic Delivery of Citizen Services (EDCS), Centre for Smart Governance or Centre for e-Governance for developing such apps.The reforms also require departments to provide specific time slots well in advance for citizens who must appear in person. Departments have been asked to provide token systems wherever possible and ensure adequate seating and drinking water.Aadhaar to be default optionAadhaar shall be the default option for all services. “However, where Aadhaar cannot be mandated, alternatives such as mobile number based verification may be permitted,” the order said.Departments have also been asked to verify, as far as possible, data collected from citizens online by linking it with relevant databases, and store certificates and licences issued to citizens on DigiLocker.For online applications, citizens should be allowed to upload documents as OCR-format PDFs, while officers should use digital signatures and citizens e-Hastakshar (e-signature). Physical documents, where necessary, shall be sent through a centralised postal mechanism, while citizens should also be allowed to download them through self-service or citizen service kiosks.In case of application rejection, fees should be refunded automatically. Formats shall be available in English and Kannada, with govt department logos prominently displayed.
