Bengaluru, 18 Oct (H.S.): The Karnataka government has issued guidelines directing all departments to bring citizen services, including licences and certificates, online and within the Sakala framework to ensure timely delivery, greater transparency and easier access.

Prepared by the Praja Seva Department on the recommendations of the Karnataka Administrative Reforms Commission-2 (KARC-2), the guidelines have received the Chief Minister’s approval, according to a government order.

Departments have been instructed to shorten service delivery timelines and issue certificates instantly at service counters wherever possible. The measures aim to simplify procedures and reduce the time citizens spend seeking government services.

For online applications, the guidelines provide for Aadhaar-based or mobile-based verification. All certificates issued to citizens must also be stored in DigiLocker, enabling applicants to access their documents digitally.

In a move to improve accountability in fee collection, application fees will be refunded automatically when applications are rejected. Departments have also been asked to encourage digital payments, including UPI, to reduce cash transactions.

The order makes Kannada versions mandatory for forms and application formats currently available only in English. This is intended to make the application process more accessible to Kannada-speaking citizens.

Applicants will receive periodic updates on the progress of their applications through SMS and WhatsApp messages, helping them track requests without repeatedly visiting government offices.

The guidelines also address public access to officials and the organisation of appointments. Token systems will be introduced for citizens seeking to meet officials, while advance time slots will be allotted for hearings and other scheduled interactions.

Alongside these changes, departments have been directed to improve facilities for visitors and strengthen transparency in government offices.

The directions cover both digital services and visits to government offices, combining online applications, electronic certificates and status updates with arrangements for meetings and hearings. Departments must incorporate these requirements into their service delivery procedures.

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Hindusthan Samachar / Arun Lakshman