Enhancing Governance Through ISO Certification of Panchayats
Gram Panchayats play a crucial role in rural transformation and service delivery across various sectors. The initiative to certify Panchayats with ISO standards aims to improve quality and standardization in their operations, addressing challenges like human resources, technical expertise, and service delivery procedures. The certification process integrates smart governance and online service provision, empowering Panchayats to better serve their communities and contribute to rural development.
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Process of ISO Certification of Panchayats 21st August, 2023 Minimum Government, Maximum Governance Ministry of Panchayati Raj
Gram Panchayats (GPs): Drivers for Rural Transformation Gram Panchayats; Seats of village level governance, with mandate to deliver on activities covering 29 sectors Vision Equip GPs for the next generation of local governance Converting GP office as hub of activities for governance, service delivery knowledge and training Smart governance by integrating Common Service Centres (CSCs) & Panchayats Provision of online Government services in GPs
Service Delivery by Panchayats Trade licenses, Building construction permit Regulatory Services Issuance of Birth / Death certificates Statutory Services Developmental Services Services under GoI welfare schemes Panchayats Driving engines for Rural Imperative to equip Panchayats Panchayat Bhawans Smart Governance by integrating BharatNet, Common Service Centres (CSCs) & Panchayats Provision of online services in GPs Consumer utilities services Bill payment, Railway ticket booking Development through convergence >900 Services already being offered across the Panchayats in 20 States/ UTs; Role of Panchayats to be mainstreamed in Online Service Delivery Government
Citizen Charter To institutionalize the citizen charter in Gram Panchayats Ministry has prepared a model citizen charter for the Panchayats Special campaign was carried out during 2021 for adoption of citizen charter with need specific modification. The campaign was mainly for ensuring the Gram Panchayats: To have a citizen charter approved by Gram Sabhas, Cataloguing different categories of services rendered to citizen Set time limit for delivery of such service
Constraints Human Resource Technical expertise Lack of well-defined procedures for service delivery Variation among different Panchayats Need for setting of service delivery standards in the form of Quality Management Standard (QMS)
ISO Certification of Panchayats The ISO certification is also one of the initiatives of LSDGs to standardize the service delivery at Gram Panchayat level. ISO 9001:2015 sets out the criteria for a quality management system that helps the organisation to satisfy its customers: To meet their requirements, and achieve continual improvement The objective of ISO project is not just to obtain an ISO certification, rather focus on developing a quality management system that is capable of delivering quality services to the citizens.
ISO Certification of Panchayats This standard is based on seven quality management principles which can ensure quality services and continuous improvement of the institution, which are: 1. Customer focus 2. Leadership 3. Engagement of people 4. Process approach 5. Improvement 6. Evidence-based decision making 7. Relationship management
Benefits of ISO Certification Front Office System: Front office system to deliver quality & time bound services Record Management system: To ensures retrieval of records in minimal time for speedy delivery of services Infrastructure: Createbasic infrastructure for a smooth functioning of offfice Citizen Satisfaction: The prime focus is to deliver quality services, which enhance citizen satisfaction Employee Satisfaction: Efficient record management will reduce work load of employees resulting in more satisfied employees. Skill Development:To improved skill set of employees as well as efficiency of front office functioning
Process of ISO Certification
6 Steps of ISO 9001 Certification Certification audits Understanding ISO Implementing action plan 1 3 5 2 6 4 Preparation of documents Recognise Gap Continuous Improvement
Ministrys Initatives & way forward Concept note circulated on ISO Certification of Panchayats on 10th April, 2023 National Workshop held in KILA, Kerala during 5-7 July, 23, which was attended by representatives of 25 States/UTs Some States have initiated the process of ISO certification Training Module prepared by KILA, Kerala Trainings will be conducted in States and handholding support will be provided PDI is having good numbers of LIF on Good Governance, ISO certification will definitely increase the score.
Thank You Citizen Charter: Empowering Citizens through Transparent and effective delivery of public services
2. Recognise Gap Knowing the system/ Gram Panchayat Identifying the current condition of Gram Panchayat for quality development Conducting StatusAnalysis Orientation to ERs & employees on Quality Circle, Internal Audit, Office Management, Record Management etc.
3. Implementing Action Plan Decision making for implementing action plan as per status report Quality improvement of Front Office System, Online Service Delivery system, Grievance redressal mechanisms, Quality infrastructure leading to employee and citizen satisfaction, etc. Team Management, Documentation, Infrastructure) Formation (Front Capacity Office, Record Building,
Documentation 4 4 Documenting procedures the activities and Monitor physically or digitally. every procedure either Proceedings on Record Retention Identifying all the files and documents in the QMS/ Gram Panchayat
5. Certification audits Finalizing accredited Certification agency The Gram Panchayat itself needs to ensure all the ISO requirements originally planned and documented are completed in the initial stages itself Conducting of pre assessment audit, to check whether all requirements of certification are met First and second stage Certification Audits
6. Continuos Improvement ISO certification is more than just a recognition or badge of honour, it forms the foundation for quality improvement culture in the Gram Panchayat. To ensuring the improvement of the quality system of Gram Panchayat, First and second surveillance would conduct with follow up visits. Also conduct various capacity building trainings and workshops on good governance in all the stages. Training on Sustainability
PDI and Good Governance (Contd..) Some of the main indicators as mentioned in the report of PDI related to service delivery are: Number of online services provided by GP Percentage of Services delivered as per the timeline of the Citizens Charter Percentage of Grievances redressed Online Management of Income and Expenditure of Panchayats Preparation of Disaster Risk Reduction Plan Whether the Citizen charter is prepared and upload in the Portal (Panchayat Charter website) Ensuring transparency in Tender process Percentage of RTI queries responded Whether the List of beneficiaries of all Schemes displayed in GP
