DEHRADUN: In a significant administrative review, Chief Secretary Anand Bardhan on Thursday examined the implementation and effectiveness of the Right to Service Act in Uttarakhand, stressing the need to bring more citizen-centric services under its ambit and ensure timely, technology-driven delivery. The review meeting was held at the Secretariat, with senior officials directed to accelerate reforms aimed at strengthening transparency, accountability and ease of access for citizens.
The Chief Secretary said that the Right to Service framework must evolve continuously to reflect the changing expectations of citizens and advances in digital governance. He emphasised that maximum public-oriented services should be covered under the Act so that people receive time-bound services without procedural hurdles. “The objective of the Right to Service is to make governance more responsive and citizen-friendly. Departments must proactively identify services that directly affect daily life and bring them under this framework,” he said.
Our correspondent reports that the Chief Secretary issued clear instructions to the Information Technology Development Agency to expedite the process of putting notified services online. He directed the agency to ensure that all 1,053 notified services, including both Right to Service and non-Right to Service categories, are made available through online platforms at the earliest. He said digital delivery is essential to reduce delays, minimise human intervention and improve transparency.
During the review, the Chief Secretary underlined that departments must strictly adhere to the prescribed timelines for delivering services. He said any deviation from the stipulated timeframe should automatically trigger escalation within the system. “If a service is not delivered within the defined time limit, the matter should automatically move to a higher-level officer for review and corrective action,” he said, adding that accountability mechanisms must function without manual intervention.
Our correspondent adds that the Chief Secretary also focused on improving public awareness about services available under the Right to Service Act. He directed all departments to prominently display information related to services covered under the Act on notice boards outside their offices. He said details of the services, timelines and procedures should be clearly visible so that citizens are aware of their rights and entitlements.
The Chief Secretary further instructed that information about the first and second appellate authorities must also be displayed at departmental offices. He said citizens should know where to approach if a service is denied or delayed. “Awareness is a critical component of effective implementation. Citizens must be informed not only about services but also about grievance redressal mechanisms,” he said.
Our correspondent reports that during the meeting, the Chief Secretary asked the Commissioner of the Right to Service Commission to prepare draft rules for the Act. He said updated and well-defined rules would help in strengthening implementation and addressing operational gaps. He added that the draft rules should incorporate best practices, digital workflows and clear accountability structures.
Officials briefed the Chief Secretary on the current status of services notified under the Right to Service Act and the progress made in digitisation. It was noted that while several services have already been brought online, a significant number are still pending integration with digital platforms. The Chief Secretary expressed concern over delays and said timelines must be fixed and monitored closely.
Our correspondent adds that the review also highlighted the role of technology in transforming service delivery. The Chief Secretary said digital systems should be designed in a way that reduces dependency on physical visits to offices. He said online tracking, automated alerts and system-driven escalation can significantly improve citizen satisfaction. “Technology should empower citizens, not confuse them. Platforms must be simple, accessible and reliable,” he said.
The Chief Secretary observed that effective implementation of the Right to Service Act can strengthen public trust in governance. He said timely delivery of services such as certificates, permits and approvals directly affects citizens’ confidence in the administration. He stressed that departments must view the Act not as a compliance burden but as an opportunity to improve governance standards.
Our correspondent reports that senior officials present at the meeting assured the Chief Secretary that efforts were underway to speed up digitisation and improve inter-departmental coordination. They said regular reviews and capacity-building initiatives were being planned to ensure smooth implementation at all levels.
The meeting was attended by Secretary Nitesh Kumar Jha, Commissioner of the Right to Service Commission Bhupal Singh Manral and Director of the Information Technology Development Agency Alok Pandey, among others. Officials said coordination between departments and the technology agency would be strengthened to meet the Chief Secretary’s directives.
Concluding the review, the Chief Secretary reiterated that citizen convenience must remain the central focus of governance reforms. He said departments would be held accountable for delays and inefficiencies, and that regular monitoring would continue. “The Right to Service Act is a powerful tool for good governance. Its success depends on timely delivery, transparency and awareness,” he said.
Officials said follow-up meetings would be held to assess progress on digitisation, display of service information and preparation of draft rules. The administration aims to ensure that the Right to Service framework becomes more robust, accessible and effective for citizens across Uttarakhand.
Dheeraj reports on governance, public services, jobs, and regional developments across Uttarakhand. He specialises in recruitment news, public-sector updates, and civic issues that impact everyday citizens. His reporting brings accuracy, context, and a grassroots perspective to local journalism.
