Govt plans auto-appeal system for delayed services
The Delhi Government is planning to introduce a system-driven auto-appeal mechanism under the Delhi (Right of Citizens to Time-Bound Delivery of Services) Act, 2011. The system aimed at ensuring automatic accountability in case of delays in public services.
The proposal was reviewed at a high-level meeting chaired by IT Minister Dr Pankaj Kumar Singh at the Delhi Secretariat on Monday. The move is intended to ensure that citizens receive time-bound services without having to file appeals themselves if deadlines are missed.
“Our priority is to ensure that citizens receive time-bound services without having to pursue appeals themselves. A system-driven auto-appeal mechanism will make accountability automatic and transparent,” Singh said during the meeting.
At present, 537 services are notified under the Delhi RTS Act and are monitored through the e-SLA (Service Level Agreement) portal.
Under the existing framework, applicants must initiate an appeal if a department fails to deliver a service within the prescribed timeline. Accountability is generally triggered after the breach of deadlines and often involves manual processes.
Officials said the proposed mechanism will automatically generate an appeal as soon as the prescribed Service Level Agreement (SLA) timeline expires. The system will then escalate the matter in a structured and time-bound manner to higher authorities. The upgraded framework will also include real-time dashboards and transparent monitoring tools.
The initiative is aligned with the Cabinet Secretariat’s Deregulation Exercise – Phase II, which has called upon states to undertake regulatory and procedural reforms.
