Karnataka to bring all citizen services online, under Sakala

(For page-1)Karnataka to bring all citizen services online, under Sakala (REVISED FOR PRINT) left The order, issued on October 17, requires departments to shorten timelines for Sakala services and issue certificates over the counter wherever possible. File photo File photo MANJUNATH HS Karnataka, Mangaluru: 31/03/2015: A man browsing the Sakala Kiosk, which provides the public with information about the Karnataka Guarantee of Services to Citizens Act, popularly known as Sakala scheme, at Deputy Commissioner office in Mangaluru on March 31, 2015.

Photo: H.S.Manjunath New guidelines mandate Kannada application forms, digital payments and SMS and WhatsApp updates on application status Bengaluru The Karnataka government has issued guidelines for all departments to make citizen services more accessible, transparent and time-bound. The guidelines now make it mandatory that all services, including licences and certificates, be brought online and under the Sakala framework.

An order issued by Harsh Gupta, Principal Secretary, Praja Seva Department, on October 17, requires departments to shorten timelines for Sakala services and issue certificates over the counter wherever possible. Online services should not be restricted to a particular jurisdictional officer where they can be provided by other officers of the equivalent cadre. The guidelines, approved by Chief Minister D.K.

Shivakumar, are based on recommendations of the Karnataka Administrative Reforms Commission-2 (KARC-2). The government said the measures could be implemented immediately without major financial or policy implications. left Website of Sakala. Photo: Facilities for citizens Government offices must provide seating and drinking water for visitors and introduce token systems for those meeting officials wherever possible.

Citizens required to attend verification or inquiries must be informed of their appointment slots in advance. Departments must offer multi-year renewal options for certificates renewed only on payment of a fee. Approved beneficiaries cannot be removed from schemes without prior intimation and an opportunity to be heard. Property inspections must be conducted through online applications, preferably mobile apps, and based on objective criteria wherever possible.

Online services and digital records Aadhaar must be the default verification option for online services, with alternatives such as mobile-based verification where Aadhaar cannot be mandated. Departments must link their systems to relevant databases to verify information online and store government-issued certificates and licences in DigiLocker. Relevant fields in Kutumba must be updated in real time so that citizens are not asked to submit documents already held by the government.

Online applications must support OCR-format PDF uploads, digital signatures by officials and e-Hastakshar for applicants. Certificates and licences must follow standard templates prescribed by the Electronics Delivery of Citizen Services (EDCS), display the government logo and carry QR codes. Departments must address server instability, provide dashboard reports on downtime and ensure websites and applications comply with National e-Governance Service Delivery Assessment standards.

Digital payments and updates Application fees must be payable online, including through UPI, and manual collection should be stopped as far as possible. Fees collected for rejected applications must be refunded automatically. Citizens must receive periodic application-status updates through SMS and WhatsApp and be able to track applications online. Portals should provide personal login profiles or integrated authentication to help users track previous applications.

Physical documents must be sent through a centralised postal system, with download options available online or at citizen service kiosks. All formats available only in English must also be provided in Kannada. Departments must prepare short videos explaining their services and upload them on social media. The order also directs departments to prepare working manuals for officials and examine staff redeployment before creating posts or recruiting against sanctioned vacancies.

Departments must submit compliance reports to the Praja Seva Department. Implementation will be reviewed at the monthly Karnataka Development Programme meeting chaired by the Chief Secretary, the order stated.