Bengaluru, Oct 18 The Karnataka government has introduced standardised features across departments to ensure timely, transparent and hassle-free delivery of public services to citizens.
The guidelines were prepared by the Praja Seva Department based on recommendations of the Karnataka Administrative Reforms Commission-2 (KARC-2) and approved by Chief Minister D K Shivakumar, according to a release issued on Sunday.
Under the guidelines, all citizen services, including licences and certificates, will be brought online and integrated into the Sakala time-bound service delivery framework.
Departments have been directed to reduce service delivery timelines and issue certificates immediately at counters wherever feasible.
The guidelines provide for Aadhaar- or mobile-based verification for online services, while all certificates issued will be made available through DigiLocker.
To improve transparency, application fees will be refunded automatically if an application is rejected. Digital payment methods, including UPI, will be encouraged to eliminate cash collection.
All forms and application formats currently available only in English must also be made available in Kannada, the order said.
Applicants will receive regular updates on the status of their applications through SMS and WhatsApp messages.
The guidelines seek to improve basic facilities at government offices by making adequate seating arrangements and drinking water mandatory for visitors. A token system for meeting officials and time-slot-based appointments for hearings will be introduced to reduce inconvenience to the public.
Departments have been directed to conduct field inspections transparently through mobile applications.
The measures aim to reduce corruption, repeated visits to government offices and delays in service delivery, Karnataka government Principal Secretary Harsh Gupta said in the release.
Departments have been directed to submit regular compliance reports, he added.
In a separate release, the government said it had revised the compensation payable by officials for delays in delivering public services under the Sakala scheme, as well as the penalties imposed on citizens found guilty of filing false or malicious complaints.
The scheme is a Karnataka government initiative that ensures the delivery of public services to citizens within prescribed time limits.
The revised rates have been notified under the Karnataka Sakala Services (Amendment) Act, 2026, and have come into immediate effect.
Under the revised provisions, compensation will be recovered from the competent authority, designated officer or appellate authority concerned if a service is not delivered or an appeal is not disposed of within the prescribed time limit.
The revised compensation structure for delays is as follows: Rs 20 per day for delays of 1 to 5 days, subject to a maximum of Rs 100; Rs 40 per day for delays of 6 to 10 days, subject to a maximum of Rs 300; Rs 60 per day for delays of 11 to 15 days, subject to a maximum of Rs 600; Rs 80 per day for delays of 16 to 20 days, subject to a maximum of Rs 1,000; and Rs 100 per day for delays of 21 to 25 days, subject to a maximum of Rs 1,500.
In cases involving deficient services or the rejection of applications without valid reasons, compensation of up to Rs 1,500 will also be recovered from the official concerned and paid to the affected citizen.
The amended law also provides for action against citizens who deliberately file false or malicious complaints to harass, threaten or harm government employees.
If an inquiry establishes that a complaint was malicious, the complainant will be liable to pay a fine of Rs 1,500 for each application. The same penalty will apply to each subsequent instance of such misconduct.
An order imposing the penalty can be issued only after the citizen concerned has been given a reasonable opportunity to present their case. The penalty will be recovered as arrears of land revenue, the release said.
(PTI News)
