Improving governance


Improving Governance in India

It is commonly recognized that corruption, which has become a universal phenomenon, unless kept in check, can undermine the finest of systems. It eats into the very vitals of the civic society and directly vitiates the relationship between the citizen and the state, which in modern times must conform to the status of a welfare state. However, the common man feels that there is lack of political accountability – its criminalisation and ‘compulsions’ of coalition politics, and systemic weaknesses in corruption/grievance redressal machinery are the most important reasons for sustaining corruption in the country. Further, it is perceived more as a result of monstrous greed allowed sanction by corrupt politicians and a weak, apathetic and unaccountable government machinery – all these elements reinforcing each other. The existing anti-corruption institutions are also not very effective as they are under the control of the politicians, lacking real teeth and powers, and not having the strength of officers with impeccable integrity. Besides, these institutions face problems with regard to paucity of staff and non-filling up of the vacancies, etc.        


Service Delivery Excellence

Improving Governance is a part of a development process. It is argued that corruption can be curbed by systematic changes in governance through introducing participation, transparency, accountability and probity in administration. The right to good governance is also considered as an essential part of the citizen’s rights that one can expect from the government. Accordingly, a number of initiatives have been taken by the government to incorporate citizen’s concerns as inputs in the formulation of policy as well as in the quality and reliability of services. These can be brought through various tools, including the Citizens’ Charters, Right to Information, e-Governance, Report Cards and Social Audits. Besides, each department have now developed its public grievance redress mechanism by appointing a senior officer as Director of Grievances’ with the powers to call for files/papers relating to grievance. The public can approach him/her for the redress of its grievances. He/she is supposed to be available on every Wednesday between 1000 and 1300 hours.

The Right to Information Act 2005 empowers the common man to know his entitlement to avail a particular public service, and redress the grievance, if any. It also includes the ‘Right to be Heard and Consumer Education’, i.e., educating the consumer about his rights. It is based on the rationale of “participatory, transparent and accountable governance”. Under the Right to Information Act, public servants can also be questioned on their conduct and, thus, made them accountable.


Electronic governance or e-Governance is to ensure better transparency and services to the public. It disseminates information through an efficient, speedy and transparent process to the public and other agencies, and performs government administration activities.  e-Governance can effectively be introduced through -

  1. Computerization of all the public dealing Departments, including the Police, Judiciary, transportation, and registration of properties.
  2. Introduction of e-Procurement (preferably on the lines of KONEPS) in all public procurements and contracts
  3. Introduction of ‘Touch Screen System’ showing pictures to avail particular service.
  4. Replication of ‘Lok Vani’ software for redress of public grievances.
  5. Strengthening the infrastructure of e-governance and enhancing the awareness about e-governance.

Thus, e-Governance is considered an effective tool of improving governance.


For list of Nodal Public Grievance Officers, click –

For complaints & suggestions: http://www.darpg-grievance

Grievance petition should include the following information -
1. Name & address of the Complainant
2. Specifics of Grievance
3. Designation & full address of the authority approached earlier
4. Reference Number/date of the communication of the concerned authority, if any

For Grievance Redressal, click
website :


Addl. Secy. (DAR&PG),
Sardar Patel Bhawan,
Sansad Marg, New Delhi – 110001.
Telfax No. +2374-1004/05
e-mail :   

Non-Official Civil Society Organisation
Citizens' Forum Against Corruption
(Attention: Shri Pabitra Roy Chaudhury),
C-67, Sector 14,
Tel. 09811124182