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Urban Design anD regional Planning, inner city revitalization anD conservation

effortS by Municipal reforms cell, directorate of Municipal administration,

Karnataka

puBlic GrieVance & redreSSal SySteM

he Public Grievance & Redressal (PGR) module is a Citizen friendly complaint registration and tracking system
Tadopted by all the 213 Urban Local Bodies (ULBs) of Karnataka that functions over internet phone and paper
form. Through the Public Grievance and Redressal System, citizens can register their grievances and track the
progress of their redressal in a structured and efficient manner. Upon registration, the computer system generates
a ‘Complaint tracking number’ using which the status and progress of the complaint can be checked by the citizen
over internet. The uniqueness of PGR system has been that it has introduced transparency and accountability from
Municipal Administration. This system includes advanced features like auto routing of complaints to appropriate
redressal officer and if the complaints are not redressed within the stipulated time, they automatically get escalated
to the higher level officer. ULB has appointed Non-Government Organization (NGO) for fair handling of PGR cell with
nominal monthly fee. It helps in easy dialogue between citizen and redressal officer and it has the facility to forward
the complaints to appropriate person.
There are 148 types of complaints pertaining to different sections, which can be registered through PGR system and
status tracked. Various types of reports are generated and are available on the system to show the performance of
the system. As a result, significant time-saving has been done for the public for availing different services offered by the Public Grievance & Redressal Cell
ULB. For example, the processing time for various issues has been reduced from several days to less than 1 day. Further, involvement of NGO has helped illiterate and other needy people
to complete their paper work. Complete accountability has been maintained as papers are delivered to people within the committed time. Daily summary and auto escalation of pending
cases to the higher level officers have boosted the performance of the administrative staff. It has become useful tool to understand what kind of problems occur at which part of the state
and at which time of the year. The data of each of the ULBs thus generated, is shared to all the government departments for further value addition.

fund BaSed accountinG SySteM

und Based Accounting System, is a scientific tool, which can be put to multiple uses. assets have been captured. Standard chart of accounts are being used for accounting
FIt offers best finance management as core function with robust MIS layers in each of as well as for budget, which is uniform for all 213 ULBs, further, cost and performance
the departments of ULB, facilitates achievement of right balance between resources and indicators for evaluation of ULB’s services and financials has been made part & parcel of
development demands and ensures efficiency in application of scarce resources apart financial statements. Two rounds of public participation in preparation of budget have been
from refining budgeting process. It is a perfect back end system for any of the frontend made mandatory including disclosure of accounting and budgeting information financial
e-governance initiatives and also a tool of performance evaluation at individual official/ position to public through ULB website and local newspapers. As a result, fixed assets
officer level, at each department level and at institutional level. It is an urban tool to ensure worth around Rs. 4033 core that was otherwise unnoticed, have been physically identified,
accurate, reliable and timely information about all the activities of ULB. The Fund Based enumerated and brought into records. The new accounting rules have made it mandatory
Double Entry Accrual Accounting System enables accuracy of records, preparation of to prepare fund wise accounting reports which would assist in determining the extent of
financial statements, accounting of receivables and payables, segregation between capital recovery of cost of providing services to citizens and ring fence the funds allocated for each
and revenue items, which will depict a better financial picture of ULB and enables to endeavor purpose. The web-enabled software has allowed the government in accessing database of
better fund management, resource mobilization and budgetary control. Under the project, all the ULBs through centralized server.
assets and liabilities of 213 ULBs have been brought into accounts and over Rs.4033 crores

SerVice leVel Bench MarKinG - tulana

ith rapid economic growth, the municipalities have been vested with certain raising levels of demands and aspirations of their citizens, resulting in undesirably low
Wobligatory functions and ULBs are under immense pressure and strain to meet the levels of service delivery and insufficient utilization of available resources. Directorate

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