Sakaala, the citizen services project, has received ISO 9001 certification for quality service. Law and Parliamentary Affairs Minister T B Jayachandra and Department of Personnel and Administrative Reforms (DPAR) Principal Secretary Shalini Rajneesh on Tuesday unveiled the certification.
The 20-month-old DPAR initiative added 25 more services to Sakaala, taking the total to 478, of which, 140 services are provided online. According to the survey by the Indian Market Research Bureau, 99 per cent of the sample size were happy with the Sakaala delivery system. The government had to pay 342 applicants compensation for failing to deliver services demanded by them.
Validated reasons
Another 400 officials are under various departmental enquiries for failing to provide services to citizens seven or more times. These enquires will ascertain whether officials delayed willfully or it was on account of other validated reasons.
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