Sewa Setu: A Beacon of Governance and Service Delivery Success for Autonomous Councils
The Sewa Setu initiative has emerged as a transformative step in governance, bringing efficiency, accessibility, and satisfaction to communities across Assam. Rooted in the principles of the Assam Right to Public Services (ARTPS) Act, Sewa Setu exemplifies how proactive measures can revolutionize service delivery, particularly for people residing in autonomous councils like Karbi Anglong Autonomous Council, Dima Hasao Autonomous Council and Bodoland Territorial Region.
The ARTPS Act, first adopted by Assam’s autonomous councils, laid the foundation for institutionalizing timely and transparent service delivery. The implementation of Public Facilitation Centers (PFCs) under the Assam Citizen-Centric Service Delivery Project (ACCSDP) has been instrumental in achieving this vision. By enabling online applications and streamlining processes, PFCs have made essential services like caste, income, and senior citizen certificates more accessible than ever.
Impact Stories from the Ground
Barbie Swargiary's Family, Baksa District
Eight-year-old Barbie Swargiary’s parents, residents of Niz-Juluki village, applied for her Caste Certificate at the Barama Revenue Circle PFC. The family received the certificate within the stipulated time without any hurdles. Their satisfaction with the seamless service delivery reflects the efficiency and reliability of the Sewa Setu initiative.
Sri Nripen Chandra Rabha, Barama Village
A senior citizen from Alagjar village, Nripen Chandra Rabha, applied for his Senior Citizen Certificate at the same PFC. He was pleasantly surprised by the hassle-free process and timely service. Grateful for the convenience, he has become an advocate for the PFC services, encouraging others in his locality to utilize this modernized system.
Shri Andaram Tokbi, West Karbi Anglong
As a resident of Hamren, Shri Tokbi recalls how obtaining an Income Certificate used to require multiple office visits. Under the revamped online system, his experience was entirely different. The timely and efficient service, facilitated by PFC operators, left him deeply impressed and thankful.
Ms. Anita Kropi, Diphu, Karbi Anglong
Anita Kropi shared her gratitude for the improved service delivery system when she successfully applied for and received her Employment Exchange Certificate without needing to visit the department office. Inspired by her positive experience, Anita informed her friends about the PFCs, helping them benefit from these services as well.
Ms. Nijara Brahma, Haltugaon, Kokrajhar
Nijara Brahma’s experience with the Kokrajhar Development Block PFC highlighted the initiative’s reach and reliability. She applied for her Scheduled Tribe (ST) Caste Certificate and received it within the promised timeframe. Impressed by the courteous behavior of the PFC operators, she has spread the word among her neighbors, colleagues, and community members about the convenience of these services.
Key Features of the Success
The success of Sewa Setu is rooted in its key features that have transformed service delivery. By ensuring timely delivery, services are provided within stipulated timeframes, minimizing delays and frustrations. The initiative enhances ease of access, eliminating the need for repeated visits to government offices as applications and certificates are efficiently managed through PFCs. It also fosters citizen empowerment, with individuals like Shri Nripen Chandra Rabha and Ms. Anita Kropi becoming advocates of the system, encouraging others to utilize these services. Additionally, proactive governance under the ARTPS Act ensures accountability and transparency, building trust between citizens and the government.
Pioneering Governance in Autonomous Councils
The ARTPS Act's implementation in autonomous councils was a groundbreaking step, showcasing how localized governance structures can adopt state-of-the-art practices for public welfare. The integration of technology and citizen-centric approaches under Sewa Setu has empowered underserved communities, particularly in remote and tribal areas, to access essential services without barriers.
Sewa Setu is not just a governance initiative but a testament to the power of innovation and commitment to citizens' welfare. By bridging gaps and building trust, it has set a benchmark for service delivery models across the country, proving that good governance can indeed transform lives.