Sakala
KARNATAKA
Others
Single Window Portal
Published By: SeMT
The Karnataka Sakala Services Act, 2011 and (Amendment) Act,2014. A Bill has been passed by the Karnataka State Legislature to provide guarantee of services to citizens in the State of Karnataka within the stipulated time limit and for matters connected therewith and incidental thereto. Launched in 2011, Sakala provides a single-window system for citizens to avail themselves of over 1249 government services to track applications status, and receive real-time updates. Sakala allows citizens to track the progress of their requests and hold officials accountable for delays. Application allows the citizen to raise appeal if there is a delay in the service availed, or if the citizen service has been rejected and citizen not being convinced about the rejection. This digital access reduces bureaucratic hurdles and empowers citizens by providing them with the information they need at their fingertips Various reports for pendencies & appeal details district & department wise for analysis can also be generated The platform enhances transparency and accountability by offering a user-friendly interface and a commitment to timely service delivery, with stipulated timeframes for each service. Moreover, Sakala incorporates feedback mechanisms to improve services continually. With a focus on citizen satisfaction, it aims to transform the traditional approach to governance by fostering a responsive and efficient system. Overall, Sakala represents a significant step towards digital governance in India, making government services more accessible and enhancing the overall citizen experience.
Project Details
Brief Background
Sakala is a flagship program of Government of Karnataka. Karnataka Guarantee of Services to Citizens bill was passed in December 2011 and on April 2nd 2012 the act was implemented across the state of Karnataka.SAKALA meaning in time or good time was selected for the service delivery across the State. Mandatory to provide Acknowledgement - Guarantee of Services to Citizen Number (GSC) for all applications seeking notified Sakala Services. As on 01-10-2024 Sakala has 1249 notified services under 107 institutions Highest ever in the Country under Right to Service Act Sakala Help Line Number- 080 4455 4455 In this act unless the context otherwise requires a) Appellate Authority - Officer invested with the power to hear appeal against the orders passed by any competent officer under this Act b) Competent Officer -Officer empowered to impose cost on the public servant defaulting or delaying the delivery of service in accordance with this Act c) Designated Officer - Officer who is responsible for delivery of Service Significance of Act- Standardize and Simplify Citizen Service delivery systems and make the Government more accountable to its citizens. Citizen friendly governance with time bound service guarantee (Vision of Sakala Mission). Sustainability of project for over 12 years reflects its acceptance by all stakeholders Awards Received Prime Ministers Award for Excellence in Public Administration National Award for e-Governance Commonwealth Association for Public Administration and Management Award Google Innovator Award ELETS CLOUDGOV award QCL-D.L Shah Quality Awards Best Citizen Caring Government Departments Award-2021
Objective
The objective of the Sakala project is to ensure timely transparent and accountable delivery of government services to the citizens of Karnataka. It aims to simplify and standardize the process of accessing public services ensuring that people receive the services they apply for within a guaranteed timeframe. By issuing a Guarantee of Services to Citizen (GSC) number for every application Sakala allows citizens to track the progress of their requests and hold officials accountable for delays. The project strives to make government services more citizen-friendly and efficient reinforcing trust in governance while ensuring the highest number of notified services under the Right to Service Act.
Benefits
The Sakala project provides several key benefits to the citizens of Karnataka: 1. Time-Bound Services: Citizens can access government services within a specified timeframe reducing delays and ensuring efficiency. 2. Transparency: Every application receives a Guarantee of Services to Citizen (GSC) number allowing applicants to track their service requests and know the status at all times. 3. Accountability: Government officials are held responsible for delays. If services are not delivered on time penalties can be imposed on the designated officers ensuring accountability. 4. Simplified Process: Sakala simplifies and standardizes access to government services making the process easier for citizens to navigate. 5. Citizen Empowerment: By guaranteeing timely services and offering tracking tools citizens are empowered to demand efficient service from the government. 6. Wide Range of Services: Sakala covers 1 249 services across 107 institutions offering one of the most extensive service guarantee programs in India under the Right to Service Act. 7. Helpline Support: A dedicated helpline (080 4455 4455) offers support to resolve issues related to service delivery. In summary Sakala promotes citizen-friendly governance by ensuring timely transparent and accountable delivery of services improving the relationship between the government and its citizens.
Implementation Methodology
The Sakala program aims to guarantee timely and efficient service delivery to the citizens of Karnataka. 1. Project Initiation: Engage key stakeholders including government departments and citizen groups to define clear objectives focused on enhancing accountability and satisfaction. 2. Framework Development: Establish the legal basis through the Karnataka Guarantee of Services to Citizens Act. Compile and categorize the list of 1249 services based on priority. 3. System Design: Develop standard operating procedures (SOPs) for each service detailing timelines and requirements. Implement a robust IT infrastructure for citizen applications and tracking. 4. Capacity Building: Conduct training for designated and competent officers on service standards and technology use. Launch awareness campaigns to educate citizens about the application process and the Guaranteed Services to Citizen Number (GSC). 5. Monitoring and Evaluation: Establish key performance indicators (KPIs) to measure service effectiveness. Conduct regular audits to identify areas for improvement. 6. Feedback Mechanisms: Create channels for citizen feedback through surveys and a helpline (080 4455 4455) to refine services continuously. This structured methodology enhances the Sakala programs ability to deliver timely services and adapt to the evolving needs of Karnatakas citizens.Implementing Agency Details
Name of implement agency
NATIONAL INFORMATICS CENTRE (NIC)
Name of Representative of Agency
SAKALA MISSION
Representative Agency Email
amd1.sakala@karnataka.gov.in, aosakala@karnataka.gov.in
Representative Agency Phone / Mobile
080-2203 2857
Availability of application for implementation in Other States
(Details on how this application can be made available to other State)
YES ,The Sakala application can be made available to other states by providing a comprehensive package, including software licensing, technical documentation, training programs for officials, and ongoing support. This ensures successful adaptation and implementation tailored to the specific needs of each state.