Panaji: With some glitches in the implementation of the Goa Right of Citizens to Time-Bound Delivery of Public Services Act, 2013, state govt decided to develop a comprehensive web-based platform so that public can get real-time updates and a transparent grievance redressal mechanism.A grievance redressal mechanism will be integrated to allow citizens to raise complaints if services are either delayed or denied.A senior govt official said that these grievances will be automatically routed to the appropriate authority for resolution within specified timelines, ensuring accountability at every level.“To ensure smooth adoption and sustainability, the project includes comprehensive training programmes for govt staff to familiarise them with the system’s functionalities and processes,” the official said.The official said the web portal will automate the entire process of application submission, tracking, and service delivery. The portal will provide a centralised dashboard for monitoring and managing applications across departments and ensure accountability of designated officers through reminders, escalations, and penalties for delays.The Act was enacted to ensure that public services are provided to citizens within a specified time frame, enhancing administrative efficiency and accountability among govt officials.The Act mandates that various public services be delivered within stipulated time limits. For instance, services related to the education department are to be provided within seven days.Similarly, the Goa Industrial Development Corporation and the Goa Economic Development Corporation are required to process allotments of plots or finances within a time limit of 30 days.In terms of liability for delay in services, govt employees are held accountable for delays in service delivery.The Act outlines liabilities and penalties for officials who fail to provide services within the prescribed time frames, aiming to reduce bureaucratic delays and improve public satisfaction.The Act encompasses a wide range of services across various departments, including education, industrial development, and other administrative matters, ensuring that citizens receive timely services across multiple sectors.The Act came into effect on June 19, 2013, and applies throughout Goa. It includes provisions for monitoring and enforcing the timely delivery of services, thereby promoting transparency and efficiency in governance. This legislation aligns with similar initiatives in other Indian states aimed at guaranteeing the right to timely public services, reflecting a broader national movement towards accountable and citizen-centric governance.
