Karnataka to bring all citizen services online, under Sakala

The Karnataka government has issued guidelines for all departments to make citizen services more accessible, transparent and time-bound, mandating that all services, including licences and certificates, be brought online and brought under the Sakala framework.

The guidelines, prepared by the Praja Seva Department based on recommendations of the Karnataka Administrative Reforms Commission-2 (KARC-2), have been approved by the Chief Minister, according to a government order.

The government has directed departments to reduce the time taken to deliver services and, wherever possible, issue certificates instantly at service counters.

Verification for online services

The guidelines provide for Aadhaar - or mobile-based verification for online services and require all certificates issued to citizens to be stored in DigiLocker. Fees paid for applications that are rejected will be refunded automatically. Digital payment modes, including UPI, will be encouraged to reduce the collection of cash.

All forms and application formats currently available only in English must also be made available in Kannada, the order states. Applicants will receive periodic updates on the status of their applications through SMS and WhatsApp messages.

Facilities for visitors

The guidelines also seek to improve facilities and transparency in government offices. Departments have been directed to provide adequate seating and drinking water for visitors. Token systems will be introduced for meeting officials, while time slots will be provided in advance for hearings and other appointments.

Field inspections are to be conducted transparently through mobile applications, according to the order.

The government has asked departments to submit compliance reports regularly. Principal Secretary Harsh Gupta said the measures were intended to reduce delays, repeated visits to government offices and the scope for corruption in the delivery of public services.