Yojana Feburary 2018 Summary : Public Grievance Redressal (Part - 2) (Download PDF)

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Grievance Redressal Mechanisms for Women - Timely intervention and redressal are essential, At the apex level there are: 1. Department of Administrative Reforms and Public grievances, Ministry of Personnel, Public Grievances and Pensions. 2. Directorate of Public Grievances, Cabinet secretariat.

  • Based on grievances received, department identifies recurring grievances, analyzes and suggests procedural improvements.

  • Set up designated officers to handle the complaints.

  • Women face grievances at home and at work. The government has taken many initiatives to redress their grievances.

  • Schemes that have positive impact on gender needs are

  • Convention on Elimination of all forms of Discrimination on Women (CEDAW) 👌

  • Millennium Development Goals (MDG)

  • National Policy for Empowerment of Women

  • Sustainable Development Goals for gender inclusive society

  • Improve gender equality, child sex ratio and eradication female infanticide.

  • Various schemes like

  • Working Women Hostels

  • One stop centre

  • Short stay homes

  • Old age homes

  • Women Child and Elders Helpline etc.

  • Implements Social Legislations like

    • Domestic Violence Act 2005

    • Dowry Prohibition Act 1961

    • Child Marriage Prohibition Act 2006

    • Protection of Women from Sexual Harassment at Work place Act 2013

    • Maintenance and Welfare of Parents and Senior Citizens Act 2007

  • Article 14 - equality clause, it is through the language of article 15 - empowers the state to undertake affirmative action for women.

  • Article 21 - every person has the right to life and personal liberty & right to live with dignity.

Domestic Violence: Grievance Redressal

  • 👌 ‘Nirbhaya Act’ in 2012, to oversee the implementation of social projects intended for ensuring women safety.

  • Initiatives introduced by Ministry of Women and Child development

  • National Commission for Women has been set up at the center to provide safety and security of women.

  • Dowry harassment, domestic violence, sexual harassment, kidnapping, molesting and other family disputes

  • Human rights commission, state Child Rights Commissions provide effective grievance redressal

Women in Work Places: Grievances Redressal

  • Handbook on social legislations have been developed

  • Training is given to all stake holders

  • Posters on Sexual harassment on women at Work place

  • 👌 Exclusive online complaint system called She-Box by Ministry of Women and Child Development (www.mwcdsheboc.nic.in) - single window access to every woman

  • 👌 “SAKHI”, a one stop centre (OSC) for women affected by violence, which would support and assist them & provide psycho-social support services.

  • 24- hr women Helpline - immediate and emergency support to women

  • A user friendly website within the department has been developed

  • Other means of Grievances Redressal are

  • Right of information Act: activities and actions initiated

  • Citizen’s charter explains government commitments and approaches

  • Gram Sabha at village levels

  • Juvenile Justice Act: For children

  • Hostels Act: for working women

  • Senior Citizens Act: to get maintenance from children

  • Complaints strengthen administration and improve reputations and opportunities to improve.

  • Swachh Bharat Mission (SBM) - largest sanitation program in the world-complete sanitation coverage. Women fighting for right to toilet – a recurring theme in rural India. Aimed to be achieved by 2nd Oct, 2019 (150th birth anniversary for Mahatma Gandhi)

  • Since 2014-doubling of toilets in households in many states.

  • States/UTs have that became Open Defecation Free (ODF) – requires behavioral change; improved by Inter Personal Communication (IPC) involving Door to door awareness generation & early morning follow-ups

    • Sikkim

    • Kerala

    • Himachal Pradesh

    • Gujarat

    • Haryana

    • Uttarakhand

    • Arunachal Pradesh

    • Chandigarh

    • Daman & Diu

  • Swachhagrahis- registered with Management Information System (MIS) - trained through multiple capacity building programs to bring in change-direct approach to trigger public sentiments – registered increase in number amongst all ages – introspect and help realize themselves

  • Community Approaches Sanitation Program - conducts surveys and meetings & importance of toilet by human behavior approaches like

    • Love for one’s family

    • Care for one’s children

    • Pride in One’s social status

    • Esteem in society etc.

  • Vaanarsena (army of kids) - a team of small kids for ODF by playful and childlike measures like blowing whistle. Focus on covering of faecal matter & aim for social mobilization.

  • Ministry of Drinking Water and Sanitation - campaign “Darwaza Band”- stands for shutting the door on open defecation- targets men not using toilets present in house- supported by actors like Amitabh Bachchan and Anushka Sharma

  • Movies like ‘Toilet- Ek Prem Katha’ - case of swachhta message- spread message about ground realities and kind of work being done.

Role of Behavior Change Communication in Achieving Swachh Bharat

Highlights of Swachhta Hi Seva- fortnight in September 2017

  • 9 crore individuals from different communities took swachhata shapath, undertook shramdhaan for swachhata

  • Essays and painting competitions and movies

  • 👌 BankoBikano Campaign started in Bikaner-basic premise was self-respect and pride for women, pride for the family, pride for the village-thought and vision using local language and customs- became self-propelling

  • 👌 Nigrani Samatis in ODF villages-regular morning follow-ups- a common sight.

📝 Citizen’s Charter in India

  • Citizen’s charter introduced in 1990s- address information asymmetry that exists between government department and the applicant-concerns expressed regarding effectiveness of the reform both as information sharing and grievance redressal.

  • Right of Information Act and Right to Public Services Act makes information sharing a legal requisite- importance of citizen’s charter cannot be undermined- need to revive the system- to make the departments accountable.

Citizen’S Charter Initiative

👌 United Kingdom pioneered citizen’s charter initiative-Operating principles for public service providers are

  • Set standards of Service

  • Be open and transparent

  • Consult and involve end users, encourage access and promote choice

  • Treat all fairly& put all things right when all go wrong

  • Use resources effectively

  • Innovate and improve & work with other providers

👌 Other countries there are

  • ‘Public Service Users’ charter in Belgium

  • Service charter in France

  • The Quality Observatory in Spain in 1992

  • Client charter in Malaysia 1993

  • The quality charter in public services in Portugal 1993

  • Citizen’s charter in Jamaica in 1994

  • Service Standards Charter Initiative in Canada in 1995

  • Service Charter in Australia in 1997

  • Modified and Reintroduced as ‘services first’ in U. K.

  • In 1998 (improve quality of services, standards conformity, grievances redress process remained consistent)

Concept of Citizen’s charter introduced in 1994 - consumer’s rights activists drafted a charter for health service providers- at a meeting of Central Consumer Protection Council

In 1997, “Action Plan for effective and Responsive government at the centre and state levels” was adopted - formulate charter

DARPG took the task of coordinating, formulating, and operationalizing citizen’s charters. It defines the citizen’s charter as “Citizen’s charter is a document which represents a systematic effort to focus on the commitment of the Organisation towards its Citizens in respects of Standard of Services, Information, Choice and Consultation, Non-discrimination and Accessibility, Grievances redress, Courtesy and Value of Money. This also includes expectation of the organisation from the citizen for fulfilling the commitment of the organization. “

Components outlined for inclusion in charters drafted for public agencies, based on UK model are

  1. Vision and mission statements

  2. Details of business transacted by the organization

  3. Details of Clients

  4. Details of services provided to client group

  5. Details of grievances redress mechanisms and how to access them

  6. Expectation from clients

DAPRG website – indicates 144 Citizen’s Charters as of December 23,2013- the number may come down after amalgamation of all State Banks under SBI.

Among the states 729 citizen’s charter have been formulated as of January 24,2011.

Modalities of a citizen’s charter - citizen’s charter Hand book created at the launch of Citizen’s charter Initiative is one of the comprehensive document created by DAPRG.

Create effective and implementable Citizen’s charter includes

  • Form Task Force

  • Identify all stake holders and major services to be provided by the organisations

  • Consult with clients/stake holders/staff and their representative organisations

  • Prepare draft charter

  • Consider charter by charter group

  • Modify Charter by ministry/department on the basis of suggestions/observations by the core group

  • Approval by minister-in-charge

  • Submit copy of the charter to DAPRG

  • Formal issue/release of charter and putting on website

  • Send copies to people’s representatives and all stake holders

  • Appoint nodal officer to ensure implementation

Model guidelines and model formats and best practices

Updated version can be found as ‘Compilation of guidelines for redress of Public grievances, Citizen’s charter, and Information Facilitation counter’s in Government of India’ in 2010.

Evaluation of Citizen’S Charters and Way Forward

DAPRG, with the Consumer Coordination Council undertook evaluation program in 1998.

Professional agency to develop standardized model from internal and external evaluations of charter.

Public Affairs Centre (PAC) took a preliminary assessment of citizen’s charters drafted by 8 major departments of Karnataka.

👌 Transparency International (TI), India conducted a study of 10 citizen’s charter of Delhi and two departments of Central government.

National Productivity Council conducted review of Citizen’s charter in Gujarat to implement of such charters

PAC conducted another critical and influential study of Citizen’s Charter on 10 parameters

  • Vision/Mission/Objectives of the Department/Agency

  • Details of the business transacted or General services provided

  • Name, address of key officials

  • Procedures to avail services

  • Information on the costs of services provided

  • Standards of services

  • Grievances Redress Mechanisms

  • Names, Addresses, phone numbers of officials in charge of the grievances redress mechanisms

  • Duties of citizen

  • Simple and User friendly language

The findings from these studies are

  • Many citizen’s charter were incomplete

  • Details regarding services provided

  • Procedures to be followed for applying for a service

  • Process of grievance redress

  • Names of key officials and their contact details

  • Most members were not involved in drafting

The way forward on the basis of the findings are

  • Revise existing charter to meet all the 10 critical parameters

  • Consensus based formulation that is practical and commitments are achievable

  • Well defined charter backed by a committed department

  • Health and medical sector, have faced with many challenges in service delivery and quality of service

  • There is not one singular agency, policy or organization that is available for patients to take their grievances

  • National Health Policy 2017 mentions regulation of clinical establishments-few states have adopted the clinical establishment Act 2010.

  • Grade clinical establishments and adopt standard treatment guidelines

  • Protect patients’ rights (right to information, access to medical records and reports, second opinion, confidentiality)

  • Set up of separate tribunal for speedy resolution, prices of services, negligence and unfair practices.

  • Standard framework for laboratories and imaging centres (like reproductive techniques, surrogacy, stem cell banking, tissue transplantations and Nano medicine)

  • 👌 Clinical establishment Act (CEA) 2010 - central law for registration and regulation of clinical establishments-prescribes minimum standards of facilities and services provided, fees that may be charged- Non compilation would lead to cancellation of license

  • Drawbacks of the act- not enforced in all states, the minimum standards do not contain grievances redressal, no grievances redressal cell required for obtaining licence, no provision for enforcement of individual patient rights.

  • Consumer can lodge a complaint under Consumer Protection Act 1998, but its applicability is debatable-it would appear to exclude the applicability of CPA to PHEs, because few services are provided free of charge

  • MoHFW has a hospital manual-lays down provisions for smooth functioning- envisages a grievance redressal mechanism- appendix lays down citizen’s charter for all government hospitals

  • The mechanism requires

  • Grievance redressal officer

  • Complaint boxes & follow up action

  • Committee headed by chief to monitor complaints and follow up action taken

  • Nodal officer to monitor implementation of citizen’s charter

  • 👌 National Health Mission-launched through National Health Portal-Mera Aaspatal app in 2017- to capture patients’ feedback for services received at hospital-thru SMS, Outbound dialing web application, enhance quality health care, web portal- in seven different languages- within seven days

  • Feedbacks- collected and compiled, analysed, visualized in the dashboard

  • National Accreditation Board for Hospitals and Health care providers (NABH) -mechanism under Quality Council of India (addresses grievances and appeals) -to establish and operate accreditation programs for healthcare organizations. Cater to needs of consumers, set benchmarks for progress in health industry, has full functional autonomy

  • 👌 Under Indian Medical Council Act, 1956, MCI issued Code of Ethics Regulations, 2002 (CoER) -lays down standards for professional conduct, etiquette and ethics for registered medical practitioners.

  • Complaints are registered before MCI-if found guilty- the relevant council will award punishment as necessary or may direct removal of the name of the medical practitioner from the register for a specific period.

  • Removal of name for a specified period is done under certain conditions like

    • Neglecting the patient

    • Not giving priority to the interests of patients

    • Doing sex determination tests

    • Soliciting of patients

  • Indian Medical Association (IMA) -only representative –national voluntary organization of Doctors of Modern Scientific System of medicine-looks after interests of doctors- also wellbeing of community. Has IMA mediation and grievance cell-receives complaints-meets once in a month-addresses the complaints through state headquarters.

  • National consumer helpline can also be approached

  • Need for clear and practical, swift grievance and complaint redressal mechanism

Innovative Finance for Health System

Additional funds for health- curtailment of funds in other social sectors which are already constrained for resources.

Innovative ways of health care financing to create more money for health, enhance capacity and efficiency to get more health for money are the options to support developing economies to deal with MDG & create a roadmap for SDG.

Progress of MDGs- remarkable- especially in poverty reduction, education improvements and access to drinking water, health goals and targets was considerable.

Achievements in health sector are

  • HIV, TB and malaria epidemics addressed to an extent

  • Child mortality rate and maternal mortality rate decreased by 53 % and 44 % respectively since 1990.

  • Infant mortality rate reduced since 1990

  • Failed to achieve 2/3rd IMR and 3/4th MMR.

India is undergoing a demographic, epidemiological and nutritional transition.

Health care in India

  • Spending in both private and public was 4.7 % of country’s GDP in 2014,3/4th from private sector.

  • According to National Health Account report 2013 - 14-Government Health Expenditure in India is 3.8 % of Total Government Expenditure (TGE), including state (66%) and Central government (34%).

  • National Health Policy, 2017, -committed to increase health expenditure to 2.5 % of GDP by 2024 - 25.

📝 Health in MDG: Achievements and Limitations

September 2000 - 8 goals under MDG

  1. Eradicate extreme poverty and Hunger

  2. Achieve Universal primary education

  3. Promote gender equality and empower women

  4. Reduce child mortality (directly focus on health)

  5. Improve mental health (directly focus on health)

  6. Combat HIV/AIDs, malaria, other diseases (directly focus on health)

  7. Ensure environmental sustainability

  8. Develop a global partnership for development

In India ‘Health’ is not exclusively under health and Family Welfare but also involves different ministries like

  • Water and sanitation

  • Women and child development

  • Social welfare

  • Tribal affairs

  • Urban development

  • Agriculture

  • Rural development

  • Industry environment

  • Transport

Tax harmful commodities and subsidize beneficial commodities

The subsidies during 12th 5-year plan was 1.74 times more than the health budget (central, state and local together)

Rising taxes on harmful products (alcohol, , tobacco, salt, sugar etc) improve health-generate more fiscal space for health- generate additional resource- prevent communicable and non-communicable diseases-reduce burden on health systems.

The revenue generated through tobacco taxes- may earmark for health sector to deal with cancer and cardiovascular diseases and for agricultural sector-shift farmers to other crops with high returns.

62 % of deaths- due to non-communicable diseases and risk factors attributed to it are tobacco, alcohol, high blood pressure due to high salt intake, obesity, unhealthy diet and physical inactivity.

Subsidies on sugar, diesel, kerosene and coals need to reviewed- diverted to nutritious food and renewable energy sources- need for subsidy on LPG rather than diesel, kerosene and coal- fruits, dairy products and protein sources to be promoted.

Increase taxes (sin-tax) on unhealthy items like tobacco, alcohol, beverages - save society from Non-Communicable Diseases.

Increase in tax should be substantial- to get a desired change in consumption and move towards phasing it out.

Planning of such tax- yield outcomes if mechanism of strict adherence of regulation is present.

Formulation of a policy on raised taxes may not achieve desired result until implementation and enforcement is monitored effectively coordinated to reduce transport and trade illegally.

Part of tax collection could be earmarked to preventive and promotive health care, improve air and water quality, nutrition and treatment of diabetes, cardiovascular disease, cancer and Chronic Obstructive Pulmonary Disease (COPD)

Resources mobilization is review of subsidies- burden on growing economies-provide some fiscal space- refined grains such as white flour and white rice- highly Subsidised- these subsidies need to be reviewed and reoriented towards improving nutritional content of Subsidised food.

In India- Under National Food Security Act (NFSA) 2013, $25 billion subsidy on food grains – can be used on pulses, fruits, vegetables and milk.

Reallocating fuel subsidies towards clean fuels and eliminating subsidies on these items- will improve health and save scarce resource.

Heart diseases and strokes are leading causes of catastrophic expenditure- thus pushing people below poverty line.

Removal of agricultural subsidy will effect farmers and small scale manufactures.

Policy makers need to document explicitly pros and cons of the reforms of reorienting tax revenue and subsidies and explain how the losers from the changes will be compensated to ensure that their livelihoods are not compromised.

📹 Impact of GST on Textile Sector

Textile sector-13.5 % to manufacturing-2.1 % of GDP- 14 % of total exports- largest employer after agriculture- women are 70 % of the force.

Indian Textile sector-tough competition in global market- high input costs- uncompetitive tax structure- demanding uniform lower tax structure.

GST- 122nd amendment of constitution- a single tax system- for supply of goods and services- from manufacture to the consumer- subsumed all taxes.

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GST (Goods and Service Tax): Yojana August 2017 Summary (Important)

Dr. Manishika Jain presents the summary of Yojana August 2017. The highlights include - GST.

  • All taxes (direct and indirect of both state and centre) are subsumed under GST.
  • GST- Credits of Input Taxes paid at each stage available in subsequent stage of value addition-tax only on value addition at each stage

GST Rate for Textiles

  • GST- imposed on all items except jute and silk- cotton, natural yarn, fabric knitted or crocheted or woven, apparel and made-ups below Rs. 1000, job works all come under 5 % tax-18 % on manmade yarn, 12 % on apparel above Rs. 100,12 % on carpets.
  • Textile trade demanded exemption and to make 5 % rate for job applicable across the chain-All issues placed before GST council.

Impact of GST on Textiles

The textile Industry Associations claimed GST on textile industry, reduction of import duty (from 29 % to 15 %) led to

  • escalation of prices

  • Low production

  • Export

  • Closure of industries

  • Unemployment etc

Impact of GST on Textile Production

  • Production of man-made fiber declined by 0.8 % and filament yarn by 6.4 % during April-July 2017 corresponding to same period of the previous year.

  • Production of cotton decreased by 2.7%

  • Blended and 100 % non-cotton yarn decreased by 1.8%

  • Cloth production also decreased by 0.1%

Impact of GST on Export of Textiles

  • The overall exports of textile and clothing in June, 2017 came down by 10.7 % in July 2017, and then increased by 5.71 % in August 2017. Data shows the exports are picking up gradually.

Impact of GST on Import of Textiles

  • Import of textiles and clothing have declined by 24.59 % during July 2017, and then surged to 38.61 % in August 2017.

Sector Specific Impact of GST

  • Silk: Production of Silk and employment generation in silk sector has increased by more than 70 % during June to August 2017.
  • Price of cocoon has been decreasing except the filature of raw silk, which increased during August-September 2017.
  • Cotton and Jute: The price of raw cotton declined by 4 % between June and September 2017 due to fluctuations in domestic and international markets. There was no impact of GST on raw cotton and raw jute. A dip in supply of cotton and silk yarn in July 2017 due to the fact that many user agencies did not register themselves under GST.
  • The price of handloom products have increased from 5 % to 12 % on account of levy of GST.

Concern over GST on Textiles

  • Textile Trade Associations, power loom weavers, readymade garment units, located in cities and textile clusters across India, resorted to protest during July 1st to 20th July 2017- demand for abolition of GST on yarn to fabric and job work units, reducing GST rate on man-made fibre/yarn, job work etc.
  • There was temporary slowdown of production as there was no pick up of products in the market.

Revision of GST Rates: Implications

  • The government reduced GST rate on some textile segments/items and on all job works of textiles from 18 % to 5%, and that of MMF from 18 % to 12%, real zari from 12 % to 5%.
  • Exemption has been given to service providers whose turnover is less than Rs. 20 lakh ( Rs. 10 lakh for special category states except Jammu and Kashmir), for registering under GST.
  • Service providers whose annual turnover is more than Rs. 1.5 crore can file returns quarterly basis. Avail input credit tax (ITC) on monthly basis.
  • The taxpayers having annual aggregate turnover of Rs. 1.5 crore are not required to pay GST at the time of receipt of advances on supply of goods. GST on such goods payable is payable only when supply of goods and services is made.
  • Trader’s associations viewed reduction in accumulation of non-refundable ITC with the weavers-eased working capital flow.
  • The exemption of inputs required for production of export textiles through advanced authorization, EPCG and EOU scheme and putting a duty of 0.1 % from manufacturing to merchant will resolve problems faced bt exporters.
  • Reduction of GST rate on zari will encourage production and generate employment to women.

Issues that will still have impact MMF industry are

  1. 18 % GST on MMF yarn.
  2. Import of textiles
  3. Not allowing refund of accumulated ITC
  4. 18 % GST on freight
  5. Non-exempting handmade handloom and handicraft products

Miscellaneous News

  • First PIO-Parliamentarian Conference was inaugurated in New Delhi. PIO contribute to the economy and social upliftment. Persuade PIOs to connect with India and avail opportunities offered to them. PIOs are like permanent ambassadors of India; India has changed itself mainly because India is transforming itself, NRIs are partners of India’s development.

  • 👌 Right of Information – fundamental right-freedom of speech and expression—every public authority should provide essential information to public-no obligation to provide information that would sovereignty and integrity of India. RTI-extends to whole of India except of Jammu and Kashmir-private bodies- all information can be accessed-PIO can refuse some information- partial disclosure is allowed-no access cannot be denied, details available at http://righttoinformation.gov.in.

  • The information need to be sent by 30 days of receiving of application-RTI Act will now receive real time updates about status of their cases.

  • Ministry of Railways in collaboration with ISRO is implementing Real Time Train Information Systems (RTIS) which involves of trains by placing GPS/GAGAN (GPS Aided Geo Augmented Navigation System) based devices on locomotives. 👌

  • Centrally sponsored scheme “Child Protection Scheme”-under the umbrella of Integrated Child development scheme-provides institutional and non-institutional safety net- for vulnerable children-24 × 7 helpline service-available through dedicated number 1098-functional at 412 locations in India on 33 major railway stations.

  • 👌 NARI –National Repository of Information for Women-benefit of women in 8 categories- Health, Education, Employment, Housing and shelter, Addressing violence, Decision making, Social support and legal support.

  • One stop Centres available in 168 districts

  • PM Awas Yojana to register homes with women names

  • Knowledge corner on the portal gives procedures for Getting voter id, to get Aadhaar card, to pen bank account, apply passport, about savings and investments.

  • “Get Involved” section includes Beti Bachao Beti padao, foster care etc. get information about crimes against women, contacts of legal aid cells and simplified adoption rules.

  • 👌 SFOORTI- Smart Freight Operation Optimization & Real time Information- monitoring and managing freight business using GIS - trains can be tracked- freight business can be monitored- analysis of new traffic captured and traffic lost- performance of each zones and divisions.

  • 👌 MPLAD (Member of Parliament Local Area Development) - till 14th finance commission – Rs. 3950 crore and a total outlay of Rs. 11,850 crores over next 3 years- for capacity building/training state/district officials

  • 100 % FDI under automatic router for single brand retailing 100 % FDI under automatic route in construction development-foreign airlines allowed to invest 49 % in Air-India FIIS/FPIS to invest in Power Exchanges through primary market.

  • 👌 Zojila tunnel- Rs. 6089 crore project- all weather connectivity between Srinagar, Leh, Kargil -14.5 km long two lane bi-directional single tube tunnel with a parallel 14.2 km long egress tunnel-takes minimum 7 years to complete

  • Sher-e-Kashmir university of Agricultural Sciences and Technology training program for rural women-Modern technologies of Vegetable Production-under Rashtriya Krishi Vikas Yojna-enhance economic empowerment- farm kit distributed- liquid manure, bio-fertilizers crop rotation green manure discussed.

  • Nursing College Jammu to start classes from academic session -60 students selected as per merit.

  • Budget line of Viable Gap Funding for Air-services-transferred to ministry civil aviation-90 crore granted –Hill area development program.

  • National North East Rural Livelihood Project – Skilling traditional skills of weavers

  • Indian forest Act 1927 amended- do away with requirement of obtaining a permit to fell bamboo for economic use

  • Dedicated 60 MW hydro power project making Mizoram power surplus state.

- Published/Last Modified on: February 27, 2018


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