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Citizen’s charter at treasuries in Kerala

ALAPPUZHA: Kerala Finance Minister T.M. Thomas Isaac, who was behind the first citizen’s charter and social audit to check corruption at the Walayar check-post, is now attempting another first by bringing a citizen’s charter for a regulatory department. This, he believes, is a national first since such charters are usually meant for development-oriented departments.

The issue at treasuries, the Minister said, was not corruption. “It is more about tackling inefficiency, improving performance and public relations, and ensuring better infrastructure through a social audit system,” he said here on Saturday.

The citizen’s charter project will be inaugurated by Dr. Isaac in Alappuzha on January 15. Each of the treasuries in the State will have distinct charters, because duties of each are different. Interestingly, it is not the Minister who has fixed the timeframe for ensuring service as part of the charter at the treasuries.

“The officials at each treasury themselves have decided how much time they need to complete each task. But once they have fixed a timeframe, they have to stick to it,” he said.

Accordingly, in Alappuzha, a customer can complain if cash payments/deposits to the government are not completed at the rate of one minute for each transaction. A challan remittance certificate, provided that all necessary documents are enclosed, should not take more than one day if it is included in the computerised database and five days if it is not part of the computerised database, for instance.

“This will ensure that officials work fast. It is important that customers too play their role sincerely. The social audit will handle the complaints and suggestions,” Dr. Isaac said.

The audit, he said, would be used to make revisions, if necessary, to the charter. “We can know what the shortcomings are. For instance, if there is a vacant post, the customer or officials can point that out. Naturally, there is going to be a demand for better infrastructure. In any case, we need decent and larger space for our offices. So the pressure will be on me too to ensure all these facilities,” he said.

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