West Bengal government’s flagship governance model – Duare Sarkar. Duare Sarkar is a paradigm shift from traditional public administration to an e-governance-driven service delivery mechanism, in which the government is found available at the doorsteps of citizens, “Leaving no one behind.” The scheme was launched in December, 2020. Through this outreach camps are held at Gram Panchayat level at the blocks and ward level at the municipalities. So far, approximately 1 lakh such outreach camps have been held in different editions of Duare Sarkar and more than 60% of the state population reaped the benefits of such schemes. Schemes like Lakshmir Bhandar, Rupashree, Caste certificate, Swasthya Saathi, Kanyashree, Taposhili Bondhu, Shikshashree, Kisaan Credit Card have been facilitated through Duare Sarkar. As of the latest edition, total 37 schemes have been brought under the umbrella of Duare Sarkar. Under this governance model, intimation is given to the residents about the schedule of such camps and in the first phase, facilitation is done to apply for the schemes whereas in the later phases, applications are collected and services are delivered. Linking of Duare Sarkar with innovative schemes like Paray Samadhan has increased its outreach.
In addition, the Duare Sarkar campaign includes the Paray Samadhan component, which was designed to address the numerous petitions and applications received from citizens. These petitions often highlighted gaps in infrastructure, supply and services, and manpower in public institutions. Through Paray Samadhan, the government seeks to resolve local issues through small interventions and community participation, with the ultimate goal of solving community-level problems at the local level. As part of the project, the West Bengal government has identified the key stakeholders – State Government, Common Service Centres (CSCs), and citizens. A citizen can book an appointment at the Common Service Centre (CSC) to avail of any service. A CSC member will visit the citizen’s address as per the scheduled appointment. During the visit, the CSC executives will provide information and assistance on the service chosen by the citizen
For this unique model of governance, the West Bengal government received ‘platinum award’ from President Draupadi Murmu at the ‘Digital India Awards’, instituted by the Centre’s ministry of Electronics & IT apart from the prestigious SKOCH Award and Duare Sarkar has been universally hailed as a paradigm shift from the regular mode of governance.
How the scheme has changed the governance landscape?
- Doorstep service delivery
- Time bound approach
- All-inclusive approach
- A shift from bureaucratic red-tapism
- Single window mode of governance
- Humanitarian approach of governance
- Digital governance
- Strengthening of the Panchayati Raj Institutions
Criticisms
- Political manoeuvring in venue selection
- Growth of intermediaries in the name of facilitation
- Increase in number of frivolous applications
- Undeserving beneficiaries are reaping benefits due to lack of scrutiny
- Lack of accountability in case of failure of service delivery
- Heavily dependent of internet connectivity which is often below par in rural areas
Way Forward
However, the impact of Duare Sarkar in changing the dynamics of governance in West Bengal is undeniable. It has certainly improved the interaction between the state government and its citizens; between the rural and urban areas. It has bridged the gap between the public and the government while ensuring that public services are extended to the rural populace in a better way. It has brought effectiveness, efficiency, and accountability to the processes that were otherwise lacking in the delivery of public services. The roll-out of the project has led to the seamless delivery of various government welfare programs and initiatives to its citizens in a timely and transparent fashion, bringing about positive change for the betterment of the state. For better governance, the time frame should be enhanced for better scrutiny of the applications. Use of AI may be encouraged for screening of applications. The number of venues may be increased for better dispersion. Overall, holistic management, better accountability with more vigilant approach is recommended for such novel initiative to reach out to maximum beneficiaries.
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