Service as a legal right

Providing time-bound government services to harried citizens is a challenge that states are increasingly taking up. Madhya Pradesh was the first in the country to pass the Public Services Guarantee Act 2010. Bihar followed with the Right to Service Act. Global watchdog Transparency International has praised both states for their attempt to limit corruption. Delhi selected five departments last year to clear files in a stipulated time and now the law is ready. UP too has prepared the Janhit Guarantee Act. Punjab has issued an Ordinance, while in Haryana the deputy commissioners have been told to ensure that 15 services are delivered in the given time schedule.

On paper these are commendable moves. Corruption at lower levels is endemic. Government officials from top to bottom sit on files waiting for bribe. Therefore, empowerment of the citizen to seek any of the stipulated services as a legal right and hold the official concerned accountable if the same is denied comes as a pleasant surprise. But there will be problems – though not insurmountable. How many have the time and money to pursue their complaints about petty services with higher or appellate authorities? Officials will be flooded with complaints. Bihar has computerised administrative work and can monitor complaints of deficient services. Officers in charge of under-staffed offices or those not obliging politicians can be harassed with fines.
For the citizen’s sake, the state’s role needs to shrink – from being a “mai-baap” to a facilitator. The official and political mindset should change. Procedures have to be simplified. The citizen should not be treated as a suspect and told to file affidavits. But cheating or fraud, if any, should be sternly dealt with. Most public services can be offered online. Instead of blindly copying Madhya Pradesh’s law states should find less complicated ways to help citizens. Laws can help up to a point. There is no alternative to good governance.