DURING 6th PHASE OF DUARE SARKAR

GOVERNMENT OF WEST BENGAL
Department of Planning, Statistics and Programme Implementation
Joint Administrative Building
HC-7, Sector III, Salt Lake, Kolkata 700106
STANDARD OPERATING PROCEDURE FOR
IMPLEMENTATION OF ‘SERVICE DELIVERY’
DURING 6th PHASE OF DUARE SARKAR
The Duare Sarkar- Phase VI will be held from 1st April 2023 to 20th April 2023 and
service delivery will be made against 33 notified schemes. The key focus of this phase is
to further expand its outreach to every household by holding a camp at each booth with
focus on providing benefits to all eligible beneficiaries registered under phase VI within
the stipulated time period. It has been planned that within the first 10 days the camps will
be set up to maximize the outreach at unit level and the delivery of services will be ensured
under the welfare schemes to all eligible beneficiaries by setting up delivery camps at the
same location from the second day of the campaign. For achieving the objective of service
delivery within 20th April 2023, a separate State Level Implementation Task Force has been
formed under the Chairmanship of Addl. Chief Secretary, Finance Department vide Memo
No. 4/DS/PS/2023 dated 20th of March 2023 which will focus on strategies for
implementation.
I. FOR THE DISTRICTS:
A). Before the Camps: –
 Resource Mobilization: All resources of the government will be deployed for the
Duare Sarkar campaign to ensure service delivery within the stipulated period (Up
till 20th April,2023).
 Enquiry:
o Scheme wise teams: Sufficient number of teams (scheme wise) should be
kept ready to undertake application processing immediately after
submission. DMs may collect the data regarding number of teams formed
for each scheme and update it in the Duare Sarkar portal.
o Prompt local enquiry: In the cases where there is a requirement of a local
enquiry, teams should be readied in sufficient numbers to undertake such
enquiry from the first day of form receipt itself.
 Timely and error free Data entry:
o Data entry of applications received & processed must be made error free on
day-to-day basis to avoid time lapse.
o IT personnel should be trained and adequately mobilized to minimize data
entry delays and errors both in DS portal as well as Departmental portal.
The IT logistics availability should also be analyzed.
 Service Delivery Camps: Camps for delivery of services to be held for the entire
campaign duration at every booth. Proper planning must be made for distributing
the benefit in a befitting manner.
 Publicity & Pre-intimation:
o Publicity of date and venue of delivery camps need to be done extensively
beforehand. The beneficiaries who will receive the benefit must be
identified in advance and informed about the date and time of service
delivery.
o Posters and hoardings of Duare Sarkar will be displayed at every benefit
distribution camp. Miking shall be done about the date and time of benefits
being given.
 Systematic stall manning & placement: Manning the stalls should be done in
accordance with an analysis of the footprint trend of previous camps and interrelated schemes stalls can be placed next to each other.
 Setting up Control rooms / call centre:
o Control rooms / Call centre at Block and District levels should be activated
and manned by appropriate officers. The control room is responsible for
calling all the beneficiaries and informing them about service to be
delivered / reason for rejection.
o Control rooms should have at least three dedicated phone lines at the District
level and Block / Municipality levels. Beneficiaries’ details along with their
contact numbers should be transmitted to control room regularly for calling
the beneficiaries. A register shall be maintained for having the account of
beneficiaries called. A senior official should be given the responsibility of
supervising the activities of Control Room.
o Due publicity of these control rooms phone numbers should be given and
arrangements for manning of the control rooms and attending to telephone
calls should also be made.
 Coordination with agencies: Preliminary meetings with Banks and UIDAI for
various linkage schemes should be completed before the start of the campaign both
at district and block level. A dedicated DCC and BLBC meeting can be organized
for Duare Sarkar.
 New schemes: Due IEC and awareness campaign for the four new schemes which
are being introduced this time should be done at the ground level for better
publicity.
B). During the camps: –
 Support systems: Equip the camps with sufficient operational and logistical
support.
 Staff availability: Ensure that all required department representatives and
officials/staff are deputed to the camps and remain present.
 Data Entry: Error free data entry must be done on a daily basis.
 Registration: Ensure the registration of all attendees at the camp as per laid down
procedure.
 Document collection: Requisite scheme related documents from applicants to be
collected timely so that further processing of application can be done without any
delay.
 Service Delivery
 Service delivery camps may run simultaneously and also throughout the
duration of DS for each booth.
 The stalls for service delivery should be strategically located to ensure
hassle free and timely disbursement of benefits.
 Simultaneous processing – Inter-related schemes can be processed
simultaneously to ensure optimal service delivery [for e.g., beneficiary
requiring any certificate from a scheme for availing benefit of another
schemes].
 Daily Monitoring
o Daily report: Daily report will be generated and shared with districts
containing figures of day wise & cumulative disposal and services provided.
This will be used for daily monitoring the enquiry done, processing started
and service delivered.
o Block Level Task Force
 The task force will monitor and analyze quality of local enquiry and
service delivery status in the block, preferably GP wise and
undertake necessary interventions. Actionable inputs regarding the
same can be taken from the control rooms, media reports and local
feedback at camps. Task force will ensure that services are delivered
within the stipulated time.
o District Level Task Force:
 The task force will oversee camps scheduling, work allocation, daily
scheme monitoring, and coordination between various departments
at district level.
 The Task force is to review enquiry and service delivery status based
on this report daily. Special focus must be given to schemes/blocks
which may be lagging in enquiries and benefit distribution.
 It will take daily reports from the Block level Task Force to
recognize and undertake necessary interventions for quality and
timely service delivery across the district.
 Ineligible beneficiaries: In case of ineligible beneficiaries’ inquiry, the concerned
office should intimate the reasons for rejection to the applicant via SMS/Control
Room.
 Facilitation counters/Help desks: These should be appropriately utilized for
extension of assistance to citizens for submission of applications and getting
information.
 Suggestion/Complaint box: A locked box must be kept at a prominent place at
each camp, where citizens can submit their grievances/complaints.
 Media management
o Media must be used effectively to disseminate details of camp venue;
services being delivered and other necessary information to maximize
public participation.
o Media must be used to share success stories / case studies of Duare Sarkar
and may be invited to cover the events for highlighting the benefit
distribution.
o During daily press conference, case studies or impact of various benefits
may be explained to the media for positive coverage of the good works
being done.
o DICO should facilitate information sharing with media in order to ensure
the above.
o The Communication SOP should be followed in all respects.
 Documentation: Proper documentation of the events should be done, photographs,
audio and video documents should be preserved and utilized for publicity.
II. FOR THE DEPARTMENTS:

  1. Modified SOPs & Timeline:
    a. The departmental SOPs for each service delivery, once modified to suit the
    present timeline of 100% service delivery within 20th April 2023 should be
    shared with all concerned. Each scheme mentioned in the Notification
    should be clearly defined by the Departments with respect to the exact
    deliverable at the end of 20 days since the start of campaign and the final
    service delivery status.
    b. In case of Interrelated services, the SOP should reflect the steps of
    simultaneous processing of the services.
    c. In case of the Newly introduced schemes, the SOPs should be
    comprehensive, and roles should be clearly defined
    d. IEC: Proper & extensive IEC to be done via various modes for all the 33
    schemes. Special focus may be given to four new schemes being introduced
    in this round.
  2. Service Delivery
    a. Clearly defining service delivery: Each scheme mentioned in the
    Notification should be clearly defined by the Departments with respect to
    the exact deliverable at the end of 20 days since the start of campaign and
    the final service delivery status.
    b. Timeline: Service Delivery must be done within the period of Duare Sarkar
    camps (by 20th April)
    c. SMS alert: All beneficiaries must be informed via SMS about status of their
    application (approval/service delivered). In case of rejection, the
    beneficiaries should be informed of the reason through control room.
    d. Pending Disposal-The pending applications of previous editions of Duare
    Sarkar should be expediently processed and analyzed to weed out systemic
    delays. This will also help ensure better service delivery.
    e. E-service- If the physical deliverable of the scheme will take time, e –
    version which is downloadable may be considered and beneficiaries may be
    informed accordingly.
  3. Co-ordination- Preliminary meetings with state level heads of Banks and UIDAI
    should be completed before the start of the campaign.
  4. Field Teams- Departments should ensure preparedness by their teams for the
    receipt of applications and service delivery. Local enquiry if required should start
    from the Day 1 of form receipt itself.
  5. Monitoring and Task Force meetings- Monitoring of service delivery shall begin
    from 1st of April itself. The Task force for Implementation shall sit (every alternate
    day) via Video Conference to monitor day to day progress of benefit distribution.
    Heads of the participating departments also will review the progress of benefit
    distribution on daily basis from their field officers.
  6. Fund- A provisional analysis of fund requirement must be done and requisition
    must be placed before the Planning & Statistics Department for approval.
  7. Disposal & Resolution – Quality disposal of the applications should be done as per
    scheme guidelines. Direct Benefit Transfer of financial benefit from certain scheme
    must be made within the campaign period itself. Merely giving assurance to the
    beneficiary will not be enough, department should ensure that the benefit reaches
    the applicant within the campaign time.
  8. Data Entry – Delays and errors in data entry, both in DS portal and in departmental
    portals are to be minimized. Efforts to be made to ensure entry on the same day as
    form receipt. Departmental MIS Teams/IT teams should be ready and strengthened
    to ensure prompt and robust data entry, sharing and analysis.
  9. Documentation of best practices- Case studies about best practices and scheme
    successes should be highlighted at all levels and media coverage should be given.
  10. Control Rooms/Call Centres- The communication with the beneficiaries should
    be strengthened with the help of SMS and calls by Control Rooms and the applicant
    should be informed periodically about the status of the application and whether it
    is accepted or rejected.
  11. Field visits: Field visits should be undertaken by senior departmental officers to
    monitor and ensure effective service delivery at camps.
    Necessary coordination will be done by the DMs and Heads of participating
    departments for ensuring maximum outreach and delivery of services within 20th April
    2023.

Updated: November 11, 2023 — 1:46 pm

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