Even though 99 per cent of citizens reported satisfaction over time-bound delivery of services under the Sakala scheme of the State government, the level of awareness of the scheme was found to be low in some districts.
Report for KEAThe scheme was initiated in the State in 2011 and an average of 70 per cent of citizens are aware of the scheme. Among the districts, low-level of awareness was found in Davangere (45 p.c.), Chamarajanagar (59 p.c.) and Bangalore (60 p.c.), according to a report titled ‘Evaluation of the Effectiveness of the Karnataka Sakala Service Act, 2011’.
The report was prepared for the Karnataka Evaluation Authority (KEA).
District-wise levelAwareness level was found to be high in Belgaum (97 p.c.), Gulbarga (89 p.c.) and Dakshina Kannada (68 p.c.). The study, taken up in six districts of Belgaum, Bangalore, Chamarajanagar, Dakshina Kannada, Davangere and Gulbarga, found that 99 p.c. of citizens reported they were happy/very happy with the delivery of service and 93 p.c. said there was no delay/default in delivery of service.
It stressed the need for increasing the awareness of the Act in Davangere, Chamarajanagar and Bangalore. “There is a need to make helpdesks more proactive and improve visibility of the notice board, as only 41 p.c. of citizens have noticed them,” said the study.
A total of 99 p.c. said their applications were not rejected.
Although giving mobile numbers is mandatory, only 25 per cent had given their mobile numbers during the time of submitting applications.
Only 18 p.c. of applicants were women.
While 90 p.c. of citizens received a unique 15-digit number (Guarantee of Services) as an acknowledgement to their service request, 76 p.c. contacted the official/staff at the application counter for getting information on preliminary process and procedures.
A major source of awareness for Sakala was through reference (another person who has availed the service) at 63 p.c., followed by neighbour/friend (40 p.c.), newspaper (40 p.c.), notice boards at various service delivery points (34 p.c.), the report said.
A high percentage (94 p.c.) were satisfied with the ‘on-time delivery of service’, and the ‘wait time for service fulfilment’ has also come down significantly (from 61p.c. to 17 p.c.) when compared to pre- Sakala days.
A total of 93 p.c. said there was no need for the desk-to-desk approach to meet officials to seek service.
A majority (76 p.c.) approached the official/staff at the application counter for getting the information on initial process and procedures to be followed while applying for a service.
Using agentsNearly 16 p.c. of citizens still approach the agent for the same and they are primarily senior citizens, it said.
