The power of people is stronger than people in power...Sevanavakasa niyamam 2012 kerala (Right to sevice act 2012 uploaded by T James Joseph Kottayam Mob=9447464502

2. il*
tsa

3. Q
cmoco*o?f~~wsopcwpcu,cmocrs'ot~co~w~ucrp!o~Ci~~pc(u?uO&WCIul~BL&
I- ,'u~cspcaoosocrop~Gwnuro'3op~mrnuotitsplumampobqwc.
~!1e~cauu91armcru')om~cuclra(~)--~oac~s~(n~t~) ZSlw~c~~~Pkitc(9OCUIUC
------....,----..-.-
5Ea&p19OWI~CCWUOomcwruIFIYPIOoc-Ec~al(mcu!wcI~p~uow
?me,&tcuL~curonuso~colm~le,pm~us[9aplo,orno~cmcru~6r~uococoru~0
Q~)~WUICBOD@~!cra~~pccwOu,,lml0rumcawa~rin~w,,(@u(9)
I
!!uurcscurwupcru@uptrwcncToa8ParsGeslhrow1~cwagucuts
omcwrul-F?VIUOC-E~CUUUI~,,~OICSP~~PIID~DLIUUPL~ocwa,,(F-COY)
~~~crrusg~o p~hyc~pudbtwluoc-r'ancm-u&ai~gowcol~p~nclap
-
ceamcfs~wun~~pqmcanolru?mepcup&c9%cwowrvcunoctm~r
CI~J~LQWplowcr"os?tsrupcwphuotrg
-
£

4. CO)EPPKD~WWCP~UOQW?rut9E~arr~oa,c~81~~7?f~?upror~t3 OC-(L)(z)

5. ~~m~cm~a uoowutmwacPp~ua*p~Ppl..ocm0toooolcs~ru~HygpQm

8. Regn.No. KERBIU2012/45073
dated 5-9-2012 with RNI
Reg. No,ad. mi
KLlTV(N)/12/ 12-14
c e -
:& K E W A GAZETTE
W ' T
CdhOB wm06
9- Tlriruva~rantl~npuram, 27th Octobcr 2012
I Saturday 2012 &53ir~d 27
cm?qmmld~cbo,
5th Knrthika 1934
)-1013
mrmd
5"k:
mrn? 1934 ax&tmi& 5
GOVERNMENT OF KERALA
l'exsonnel and Administrative Reforms (AR-XDJ Department
1
..-:+<'
IS.H. 0. No. 75112012.tIn cxercise of the powers conferred by
-n 11 of the Kerala State Right to Service Act,.2012
/ (18 of 2012), the Govcrnlnent of Kerala hereby make the following rules,
. .
I . Short rifle arid conzn2encemcnf.-(1) These rules inay be called the
'Kcralla Statc Right to Service Rules, 2012.>
(2) Tbcy shall come into force at once..

10. - .
. . . . . . . . . . . . - . . . . . . .-... ---.... . . . . . . ... . . . . . . . . . . . . . . . . . . . . .
-. - -~ ~~~
. ..- - -. --- =->.>.- :- &.-~.=-. .-L=.- . , ~ - ~...... : .- ........... . . -........-. -.
.- ... ......... ..-. .............. .......
.......-
='---- =-.;. ;---;..~ ?-. -_2-. _,. _~ ..-=: -.--
- . .-...... . . . - . . .. .
3
, J
emption Ji-on1pcr.yment of nppcalJee ...-No fec shall be lcvicd for
g the first or seco$ appcal under section 6. 25
ea1.----(l) An appeal to the first appella~eauthority under sub--fion (1) of scctiotl 6 may bc filed i n FormNo. TI or in any othcr-format
taining the particulars mentioncd in thc' said Form.
(2) An appcal to the spoild appellatc authoritpunder sub-scction (4)
section 6 may be filed in Form No. UI or in a11y other fonnat containing the
cntioued in the Said Fonn.
10. Ducurnenfs ro be enclosed will1 t!te appeal.--.Along with the first or
1, tllc appcllant shall cnclose thc following documents, namc1y:--
(i) List of documcats enclosed with the first or second appeal.
(ii) Self attcstcd copy of the order against which the first or
second appcal is bcing made.
-
(ih) Copics of the documcnts relied upon-by the appellant and
rcfcrrcd to in the first or sccond appeal.
1 11. 01-derin -fir.vror second nppea1.-(1) The order in the first or second
appcal silall be in writingI f
(2) Copy of the ordcr in appeal shall be given to thc appellant,
dcsignaicd oficci or the fxsst appcllatc authority, as'thc casc may be.
(3) ,In thc casc of imposition of finc, thc second appcllatc authority
shall'fonvard a copy of such ordcr to the authority concerned, with instructions
to deduct the amount of fine from the salary/hot~orarium/rcn~unerationof the
dcsignatcd offrccr or of the first appcllale authority?as the case may be.
(4) In the event of rccon~meodationfor disciplinary action against the
dcsignatcd officcr or dlc first appellate authority, as the cgse niay be, the second
appcllatc authority shall fonvard a copy of the order to the appointing authority
conccrncd.
(5) Where the sccond appellate authorily makcs any aincndmcnt in the
ordcr of the first appcllate authority. then heishe shall fonvard a copy of such
order to thc first appellatc authority and the designated officer and to the
appcllant.
- 1. . . 12. Maintenance of register of cases 1cndc.l- tlre d-lct..-The designated
officcr, the first appellate authority and the second appellate authority shall
maintain Iiegister of al~ihecases in Form No. IV.
C
t

11. LJ
gapt$i
Llq
ssa
'=as
puv

12. . ,.~ . .: .. . . . .. ~
. .-
. .
.
5
FOM NO. n
.-H
(SeeRulc9(1)]
FOKM 01: APPEAL TO ITE FIRST APPELLATE AUITIORITY
Bcforc thc ...................,......................@csignation and office address of the
t Appcllatc Authority)
...........................................
.................................a....-.(Nume nnd address of the Applicnnt/AppelZant)
.'..D ..........0 .........,6..-..s.........n
........................................ (Nante and ofice n d h s of Designated O_Oricer/
Rcsponclenl) ,
1. Dare of application
2 Date of acknovlcdgernent
3. Date of rcsubmission of the application :
aftcr rcctifying thc defects, if any
4. . Details of scrvicc required.
List of documcnts enclosed
(1) ...............................................................
(2) ........................................................ ,.....
Declaration
The particulars given above are true and correct to the best of -my
knowledge, information and belief.
.................... .........................Datcd this the day of 20.........(y ear)
Signature of the Applicant/Appellant

13. 3ayaqpuerroyeruJojur'aSpqniorq
XUIJOIS393ql033931103PZIt!31E3AOqB~3.!3sle1n3ys~d3q.L
UO!)l!J?!I33a

14. JOld1335r
'IS
joalga

16. - ---- -
--- - -
--- ---=- - - - - - &-- - - - -- -> ---
- .
-- -- -_ - _ _ _ - - - - - . -- - - - - -- - -- - - = - -- -. - - - -- - - - - .- A
- - T .L
_ __.-
--- - - - --
.
i
Rcgn.No. KERBIW2012/45073
vcmment of Kerala dated 5-9-2012 with RNI
Reg. No. awl mm~d
~ ~ 1 ~ ( ~ ) / 1 2 / 1 2 - 1 4
XCIERALA GAZETTE "
G&(b2 c~moov
E~RGORDXNARY
m m 3 w 3 0 m 0
PUBLISB[ED BY AUTHORITY
qujl~ihoml~rn~ml~ r ~ n u l ~ u a ~ q m ~ n ~ m ~
5
'Tlliruvanrnthapuram, 27th October 2012
Snturdny 2012 6ujhxmM 27
m k o ~ c u m ~ , 5th Karthika 1934
} ,012
cnmd
mcn1 1933 cfxxihm?dhO 5
GOVERNMENT OF KERALA
Pcrsonpel and Administrative Reforms (hK-12) Department#'
NOTIr-ICISrrION
G 0.(Y) No.55/2012/ P&ARD. Dofed ~irur)atrcm~lzqpuram,27th October; 2012.
S. I<. 0. No. 750/2012.-In exercise of the.po.wcrs conferred by
sub-section (2) of section 1 of the Kerala State Right to Service Act, 2012
(I 8 of 2012), the Govcmcnt of Kerala hereby appoint the 1st day of November,
2012 as the date on which the said Act shall come into force.
By order of the Governor,
T. J. MATHEW,
Sccreiary to Government.
.33431812012/DTP.
I
n

17. Explanatory Note .s
i
(This does not form part of the notification, but is intcnded to indicate its
1
general purport.) I
Sub-section (2) of scction 1 of the Kerala Statc ~ i & tto Servicc Act, 2012
~imcncemcntof
into force with

19. -pmcwolsscw_W~plruolsCwglwwm1wwcwrucwruCU)a_ucwYoFuucnoccuplsoFww3
orucacwawQJCW~~P~,mcwuu&to-L
mruwcwt~~cusrnru~lroscsruc~lrucEl0sps-9
..~ca,lmwmuoh~~~~t.oru otu@919~wwJ~wO~~CVGES
toep&~t~wP(s(p~~$ce,cw~ow~<no~~~_~oJsscrnwc(Fpru~scstswmcelotwlwowruwa-9
L.2-===..-7--z-.-- .........
.... ... -~.~_=:-:.._~i=_:=~_.-_:_~_ ----.--._..
.........
~
-.--...
-.
......--........... -.-
--.
.......................... -.~~
............. -
---..
..--------.............................~.

21. ~w8e~la,cmawecmPmpmcncYvaBw?mpmrua~~mc~o~mwruma pwrn~3~1~1
wpcrru~wa~pw~KWPDPLP) n
.puuPwp13ra
csunsw~PwcyucsorrsaPmowruc-lrugnw~acw~cnpm,~Fcsmurus~oasarulru~lmurusocw
corwgwcewPm1wo~~.~,wcBPWJoPm~cu~~uceccuace~mruapcwpw~uoswrunua
[~aqopa)~uktrsap)pwgwcrsWI~LU)
~owwla~cmcwac(9fpcwmcoracs~wmcrrms~@ED~wmruawp~c~~wgwcsc~p111~j
~~~
-~...-,..~.-.~.. .--..A---.---...---.
..-...-
..~~.~~.......-.-.-.-.--..==---.-2.:-..:.~.~..y-.57-..
.......-.~.~~
.......~
---~-.-........ ------.-..-...
-..
..-..--.........-.-~...-.-._.~-..-.~~

22. pcwplsraowruhoa-?u?(~(~plmcanala~ lscw~mwgrufimocuepwYacwCUEISIS?^
ssP~l~Fewimm1~)~?U~!QI.QKU~~W~csaceoscwru~wruceuu{horn)~pccruuPwcFp1.~
~~~SSPw~m~srumwhusplvplw!pdt;mocuepcwlmm!?!~)fimocue~n~cauu?w~sw~rm
wfimocuueo?raccarslslhw1mlsrumarhuu@OWIU~VOEgruccarsls1hw~cw?w~F~~cNs~

23. ~~PwvPrucoa&elmlEemocwac(a)af$(~1mfiemocuue
niiiii-~ococuue
Bi
pPF;pwyusePZ~as~croyu1uutw~~~tocraalrafiwocursacraalrafiemoeuocs(E)
I
Epwyu~~(PUUPSF~~WCCU)oorcw&~Ju~(QL~)G~OCWOJS~CW
1ouucwfp.ocraa1F..ocuuacmafiwocuuetcwsocmowLouxslmaw&pRdu(r)
@w
-n~~o~(9~a~a~o~w~a~~w ~wnsaaS3?0acw?o~ooyuascoo~csecos~fimpwmapaa -.
-promo~cs<scoa~~Fem

24. as~crumcs?wp~e,cw1mwpfiwocua~?wmcfo@dwtm~wpccnrmsl,<rus~cm~cc~m~ccllcutom
pfiwOCUIS~pcm?wm?lt.dipaeruruta000spo?mrutaoospmascs?a~ac~~~mrafimocuoe
pccw?a~crucwcF~cruowwlcnlar~mwhupfiwocwuUU<SCBLS~ULSP)C~mcmmcfw
orwPlmWL~aLrUorwplac~~mmppwocuue
-_cllsccruuo?w?~aUuacsruru?~~000sLmwcmarup~walorut@oszse~~~)wcsp~~(gucew?crn1~)
oosacs~cruwephu~[r,c~9w?o1~pccwPa~ocwpwooruwaCQ)(SC~%LSEL~~CUS~COCBIOC~W

25. 1
delivery for better quality coverage and responsiveness to citizens needs over
their life cycles. The pressure on the public service to deliver better quality and
- - -- - . - - .-- - - - -.- - .- -- - - - . - - -
- - - - -. - - --
-- - - - - --- - ->- - ---- - -- ---.-.- . - - - - -- -- -a
- - - - - - --- - - -- --= =----- - -- -
-* .- -- -= -----*
EFFECTIVE SERVICEDELIVERY IN THE
CONTEXT OF RIGHT TO SERVICEACT
ASH1CK.K.P
MEMBER STATECURRlCULUMCOMMITTEE
GOVERNMENT OF KERALA
VISITING FACULTY IMG, CALICUT
Fast changing development at the global and national levels are rapidly
transforming the socio-economic frame work Of societies across the world.
Technological change, economic restructuring towards market oriented activity,
more decentralised political process , the pace of globalisation with its
unprecedented information flows.. . all these factors are changing the
expectation and life style of people with regard to overall quality of life. In
many developing countries demand for services is expanding at a very rapid
pace and the systems of service delivery are unable to cope with the resulting
challenges. ~ x i s t i n ~systems of service delivery without moded forms of
policydesigns are proving inadequate for service delivery based on the present
requirements of citizen.
There fore. the state is under Dressure all over the world to restructure service
faster service is tremendous. To b e efficient and succesll, &e public
organization must adopt their own strategy and mould the staff fiom civil
servants .to quality and visionary leaders. As we know a government which is
committed to the welfare of its ~eovleand the develovment of state has to1 1 1
provide 'igh quality service to its citizens in an equitable and fair manner.There
are%ariouskinds of services to be provided by public authorities in a scientific
and systematic manner that should cover the gap between government and
people.
Ther is nothing; more im~ortantto the effectiveness and vresi~eof the civil 1- "
service than the in power and the general'public having the
confidence in loyalty,integrity, faireness,discipline and the professionalism of
the public service. Continousefforts must therefore be undertaken to preserve
and enhance this climate of confidence and acceptance. Towards this end,
public service must constantly maintain and adhere to the high standards of
accountabilityparticularly in the area which directly affect the quality of the life
of citizen.The total civil service should be free from the clutches of
ego,hierarchyand corruption and dishonest behaviour
There should be a systematic approach to ensure the adequate level of services
of prescribed quality in the prescribed time. The focus area of Right to service >

26. -- ---
-- - - - - -- - . _____ _ _ _ _-
-- -- - - - .-
- - - - -- -. - - - - _ - - - - - - - - - - - - - - -.
-- - - - -. -
-- -
- -
Act will be to ensure the public service in a more
transparent,scientific,equitable,systematic, timebound way to reach the citizen
from satisfaction to delight. Kerala has been in the forefront among other states
in India, for innovation and creative practices. There is no doubt that the Right
to service Act will be a feather in the crown of the service delivery system of
government ofices to meet the requirement of their stake holders in an expected
level.
GENERALISABLE PRINCIPLES1 FOCUS AREAS FOR EF~ECTIW
SERVICE DELIVERY OF PUBLIC SERVICES.
1. Identification of stake holders and their expectations
2. commitment to the goals and objectives ofthe department
3. Input-process-outcomeslresult oriented service delivery systems
4. definition of services
5. accessibility: placelpoints of service delivery should be in an acceble
way.
6. open ,transparent systems for informations and communication
7. monitoring and feedback mechanisms
Citizen focuse d service delivery involves the basic principles which should be
kept in mind while designing the structures, processes and modes of service
delivery.
Service delivery management in the context of developing countries needs to
link policy!makers,saervice providers and service users in a frame work based
on develofiment goals. Goals and objectives of service delivery need to be
clearly stated and known by users and service providers. The areas and items of
I service delivery ,the volume/level and quality at which they will be delivered
and the places in which they can be accessed are issues in service delivery
management based on a framework that focusses on structure, process and
outcome. Expanding inclusive service delivery which focuses on groups that
have limited or no access to public serces is critical for attainmentof developing
goals. Strengthening the propoor focus, increasing systizen involvement ,
ensuring sustainable commitments by service providers in keyareas and
ensuring outcomes are essential in designing new and improved systems of
service delivery.
COMPONENTS OF SERVICE DELIVERY MANAGEMENT
The delivery of services in the concept of SDM should be as per the
expectations of the customer. A mere delivery of service is not enough for
SDM. It is a combination of the following factors
2

27. 1.Service
2.Time
3. Quality
4. Compa'ctness
5. Accessabilty
6. output
BUILDING BLOCKS OF EFFECTIVE SERVICEDELIVERY
How a public institutions delivery system change as per the desire of a
customer? Evidence across a range of countries has shown that well fbnctioning
bureaucracies can promote growth and reduce poverty. They can provide sound
polcy inputs and deliver critical public goods and services at least cost. During
19&century most industrialising statesmordernised their public administrations.
Early leaders included France, Russia and UK. The success of the british civil
service reforms in last century provides an early example of the importance of
nurturing effective,rule based bureaucracies. Many low-income countries
including India however have been unable to create even the most rudimentary
underpinnings of a rule based civil service. Their fonnal systems often resemble
those industrial countries on paper. But in pracitice informality remains the
norm. Merit based personnel rules are circumvand staff are recruited or
promoted on the basis of pattronage and clientialism,budgetsare unrealistticand
often set aside in any case by adhoc decision during implementation. At bottom,
all these problems can be traced back to weakness in the underlying institutions,
poor enforceablitya of the rule of law both within and beyond the public sector,
lack of built-in mechanisms for listening to, and forming partnershipwith firms
and civil society and a complete absence of competitive pressure in policy
making, the delivery of services and personnel practices. It can be pointed out
like the following:
Less Transparency
Less participation
Curruption
Less defined dutes and responsibilities
Absence o Measurement systemfperformance
Absence of Performance appraisal system
Less followup
BUILDING INSTITUTION A CAPABLE SERVICE DELIVERY
INSTITUTION
In order to strengthen the institution a capable service delivery organisation the
following components are necessary

28. 1 1g
IS.
lil
of
-Well defined Vision
-Well planned Mission
-Strong central capacity for formulating and co-ordinatinga policy
-longrun, medum-shortrun actionplan
-preperation of major service delivery areas
-preperation of servicedelivery activities
-participation management
-clear definition of dutiesand responsibilities through group meetings
-steering/monetoring committeeto evaluate and monitor the performancegap
-well and transparentperformance appraisal system
-training only to fill the performance gap
-Creation of motivated and capable staff
To conclude we can realise that than the input ,out put importance to be given
the process modification and liberalise the mind of employees.To sustain the
public organisation ,nation leads not only qualified civil servants but quality
leaders