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Delhi Plans Auto-Appeal System to Automate Citizen Service Guarantees

Delhi's IT Minister has reviewed plans to introduce a system-driven auto-appeal mechanism under the Right to Service Act. The proposed system would automatically file appeals when government services exceed their mandated timelines, removing the need for citizen intervention. The initiative aims to strengthen transparency and accountability by adopting best practices, with Haryana's existing framework serving as a model. This reform aligns with central government recommendations to enhance ease of living through regulatory reforms.

Key Points: Delhi Reviews Auto-Appeal Mechanism for RTS Act Services

  • Automatic appeals on service delays
  • Studies Haryana's model
  • 537 services under RTS Act
  • Aims for transparent monitoring
2 min read

Delhi Minister reviews introduction of system-driven auto-appeal mechanism under RTS Act

Delhi IT Minister discusses system-driven auto-appeal to ensure automatic accountability for delayed public services without citizen burden.

"Our objective is to build a proactive and citizen-centric governance system where accountability is automatic and transparent. - Pankaj Kumar Singh"

New Delhi, Feb 23

Delhi Information Technology Minister Pankaj Kumar Singh, on Monday, discussed with experts the scope for introduction and strengthening of a system-driven Auto-Appeal Mechanism under the Delhi Act, 2011, an official said.

Minister Pankaj Kumar Singh said, "Our objective is to build a proactive and citizen-centric governance system where accountability is automatic and transparent."

"The Auto-Appeal Mechanism will ensure that delays are addressed by the system itself, without placing the burden on citizens. We will carefully study best practices from other states to develop a strong and sustainable framework for Delhi," he added.

The Delhi government remains committed to strengthening transparency, accountability, and efficiency in public service delivery across the national capital, the Minister said.

"The initiative is aligned with the recommendations of the Union Cabinet Secretariat, under the Deregulation Exercise-Phase II, which calls upon states to undertake regulatory and procedural reforms to enhance ease of doing business and ensure robust time-bound service delivery frameworks," an official statement said.

During the meeting, the existing framework of the Delhi RTS Act was reviewed.

At present, 537 services are notified under the Act and monitored through the e-Service Level Agreement portal.

"The current mechanism requires applicant intervention to initiate appeals in case of delay, and accountability is largely triggered after breach of timelines through manual inquiry," the statement added.

The proposed system-driven approach aims to enable automatic filing of appeals immediately upon expiry of prescribed service timelines (SLA), without requiring any action from the applicant.

The mechanism would further provide structured and time-bound escalation to higher authorities, supported by real-time dashboards and transparent monitoring.

The Haryana Right to Service framework, particularly its Auto-Appeal System, was discussed as a standard model.

The Haryana model ensures automatic escalation, defined penalty provisions, and continuous digital oversight until resolution.

The meeting deliberated on adapting similar features within Delhi's statutory and administrative structure.

- IANS

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Reader Comments

R
Rohit P
Good initiative on paper. But will it work on ground? The biggest challenge is the government's own IT infrastructure and the willingness of officers to be held accountable by a machine. The Haryana model is good, but Delhi's scale is different.
A
Aman W
Finally! The current system puts all the burden on us. We have to track deadlines, file RTIs, then file appeals... it's exhausting. An automatic system that escalates things itself is what true citizen-centric governance looks like. Kudos if they pull it off.
S
Sarah B
As an expat working here, I've seen how bureaucratic delays can hurt business. Aligning this with the Deregulation Exercise for ease of doing business is smart. Efficient service delivery attracts investment. Hope other states follow.
V
Vikram M
The devil is in the details. "Defined penalty provisions" is the key phrase. Unless there are real, unavoidable consequences for the officer causing the delay, the system will just generate automatic appeals that no one acts upon. The penalty must hit their performance review.
N
Nisha Z
Transparency and real-time dashboards are welcome. But will the dashboard be publicly accessible? We should be able to see the status of our application AND the performance metrics of the department/officer. That's true accountability. #RightToService

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