New Delhi, Dec 14 (IANS) Delhi will be the first city to implement the ambitious plan of the Prime Minister’s Office (PMO) relating to service level agreements (SLAs) that mandates prompt assistance by officials in issuance of ration cards, driving licences and other crucial services.
“Initially, it will cover five to six departments and then spread to other branches,” Chief Secretary Rakesh Mehta told IANS, confirming that the plan was starting in April 2010.

According to officials in the PMO, the SLAs will make it obligatory on the part of authorities to help provide services in a timebound manner failing which penalties will be imposed.

“If deadlines are not met, the fine is expected to be around Rs.200 in Delhi and this will be deducted from salaries,” said Mehta.

The service is expected to improve service delivery and pinpoint responsibility on officials.

“Delhi has always taken a lead in initiatives aimed at helping citizens. It had a Right To Information Act in 2001 much before the central act in 2005. Now this plan shows how we are working for the welfare of the people. We are accountable to people in every possible sense,” said a senior Delhi government functionary.

However, it is not clear when the plan, that is expected to cover issuing of voter identity cards and registration of births and deaths, will cover other parts of the country.

“The moot point behind this plan is that it is time bound. If a citizen has applied for a ration card and is not issued one in the given time, the official will be fined or valid reasons have to be given why a card cannot be issued,” said a PMO official.

The Information Technology department of Delhi government will monitor all SLAs electronically through a centralised web system.