Background of the Case
Sakhilata Sahoo, the petitioner, sought the court's intervention after facing prolonged delays in obtaining her husband's death certificate, which she needed to claim an ex-gratia amount of Rs. 50,000. Her husband had died of COVID-19, and despite repeated requests, the BMC had not issued the required documents. Representing a financially struggling background, Sahoo emphasized her dire need for the certificate to support her family. The petition highlighted systemic issues within the BMC, particularly in timely service delivery.
Court's Observations on Service Delays
Justice Sanjeeb Kumar Panigrahi, presiding over the case, expressed concern over the unreasonable delays faced by citizens in receiving essential services from the BMC. He pointed out that such delays cause unnecessary public harassment and highlighted the need for a systematic approach to improve service efficiency. The court recognized that introducing a Citizen's Charter could significantly enhance the BMC's accountability and responsiveness towards its citizens.
Introduction of Citizen's Charter
The court directed the BMC to formulate a Citizen's Charter that would outline the corporation's commitment to timely service delivery. This charter should include specific timelines for various citizen-centric services, such as the issuance of certificates. Justice Panigrahi emphasized that the charter should also provide for compensation to citizens in case of service delays, thus holding the BMC accountable for its commitments. The court mandated the BMC to prepare this charter in consultation with various stakeholders to ensure its comprehensiveness and effectiveness.
Establishment of Information and Facilitation Counters
To support the implementation of the Citizen's Charter, the court suggested the establishment of Information and Facilitation Counters within the BMC. These counters would serve as points of contact for citizens to inquire about the status of their requests and receive guidance on the procedures. Additionally, the court recommended the creation of Public Grievance Cells to address and resolve citizens' complaints efficiently. These initiatives aim to create a more citizen-friendly environment within the BMC, fostering transparency and accountability.
Development of Grievance Redressal Software
The court also highlighted the importance of leveraging technology to improve service delivery and grievance redressal. It suggested developing new software to centralize the grievance redressal and monitoring system. This software would enable the BMC to track and address complaints more effectively, ensuring that no citizen's grievance goes unattended. The court stressed that such a system should be accessible to all citizens, including those on the "darker side of the digital divide," through various E-seva Kendras (electronic service centers).
Commitment to Excellence and Service Timeliness
Justice Panigrahi's directives emphasized that the Citizen's Charter should reflect the BMC's commitment to achieving excellence in public service. The charter should clearly state the time limits for different services, ensuring that citizens are aware of the expected timelines. The court also directed that the charter include provisions for quality service delivery and the dissemination of information in simple language, preferably in Odia, to make it accessible to all citizens.
Creating a Culture of Courtesy and Helpfulness
In addition to procedural improvements, the court underscored the need for a cultural shift within the BMC. It emphasized that the charter should instill a "culture of courtesy" and "helpfulness" among municipal officials. This cultural transformation is essential to change the attitude of public servants towards citizens, fostering a more supportive and respectful interaction between the two. The court's vision is to create a municipal corporation that prioritizes citizens' needs and responds promptly and courteously to their requests.
Timeline for Implementation and Compliance
The BMC was directed to prepare the Citizen's Charter at the earliest and file an affidavit by August 13, 2024, detailing the proposed notification of the charter. This timeline reflects the court's urgency in addressing the systemic issues within the BMC and ensuring that citizens receive timely and efficient services. The court's directive aims to establish a robust framework for service delivery, setting a precedent for other municipal corporations in the state and across the country.
Conclusion
The Orissa High Court's directive to the Bhubaneswar Municipal Corporation to introduce a Citizen's Charter is a significant step towards improving public service delivery and accountability. By setting clear service timelines, establishing grievance redressal mechanisms, and promoting a culture of courtesy, the court aims to enhance the efficiency and responsiveness of the BMC. This judgment underscores the importance of procedural fairness and citizen-centric governance, ensuring that municipal services meet the needs and expectations of the public. The implementation of the Citizen's Charter is expected to bring about a positive change in the functioning of the BMC, benefiting citizens and fostering trust in public institutions.
Case Citation and Details
The case, titled Sakhilata Sahoo v. State of Odisha & Ors., was registered under W.P.(C) No. 6936 of 2024. The order was passed on July 10, 2024, with Mr. Bijaya Kumar Nayak representing the petitioner and Mr. Debasis Mohapatra and Mr. Kali Prasad Nanda representing the respondents. The court's citation for this case is 2024 LiveLaw (Ori) 59. This judgment serves as a crucial reference for similar cases, highlighting the judiciary's role in advocating for efficient and transparent public service delivery.
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