SOCIAL AUDIT OF PUBLIC SERVICE DELIVERY IN KARNATAKA · Govt. of Karnataka for conducting this...

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SOCIAL AUDIT OF PUBLIC SERVICE DELIVERY IN KARNATAKA

M. Vivekananda

Dr. S. Sreedharan

Malavika Belavangala

PUBLIC AFFAIRS CENTRE

BANGALORE, INDIA

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CONTENTS

Acknowledgements ...................................................................................................................................... ix

EXECUTIVE SUMMARY .................................................................................................................................. x

1. INTRODUCTION ................................................................................................................................. 1

1.1 Methodology ..................................................................................................................................... 1

1.2 Questionnaires .................................................................................................................................. 2

1.3 Sampling design ................................................................................................................................. 2

1.4 Field survey ........................................................................................................................................ 4

1.5 Limitations of the study ..................................................................................................................... 4

1.6 Demographic details of the respondents .......................................................................................... 4

2. PUBLIC BUS TRANSPORT ................................................................................................................... 7

3. PUBLIC DISTRIBUTION SYSTEM (RATION SHOPS) ............................................................................ 24

4. PENSION SCHEMES .......................................................................................................................... 43

5. VETERINARY HEALTH CARE .............................................................................................................. 59

6. GOVERNMENT HIGH SCHOOL ......................................................................................................... 74

7. PRIMARY HEALTH CENTRE ............................................................................................................... 91

8. DISTRICT HOSPITAL – IN-PATIENTS ............................................................................................... 105

9. DISTRICT HOSPITAL – OUT PATIENTS ............................................................................................ 119

10. NEMMADI KENDRA ....................................................................................................................... 134

11. COMPARISON OF SATISFACTION LEVELS ACROSS SERVICES ......................................................... 148

12. CONCLUSIONS ............................................................................................................................... 155

ANNEXURES .............................................................................................................................................. 156

CASE STUDIES ............................................................................................................................................ 239

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Tables

Table 1: Reasons for travel by private bus (Percentage) ............................................................................ 11

Table 2: Satisfaction with quality of Government bus service in Bangalore division (Percentage) ........... 15

Table 3: Satisfaction with quality of Government Bus Service in Belgaum Division (Percentage) ............. 16

Table 4: Satisfaction with quality of Government Bus Service in Gulbarga Division (Percentage) ............ 18

Table 5: Satisfaction with quality of Government Bus Service in Mysore Division (Percentage) ............... 20

Table 6: Satisfaction with quality of Government Bus Service in Karnataka (Percentage) ........................ 21

Table 7: Comparison of quality of bus service provided two years ago (Percentage) ............................... 22

Table 8: Category of card that the respondents possess (Percentage) ...................................................... 25

Table 9: Satisfaction with quality of PDS service in Bangalore Division (Percentage) ................................ 33

Table 10: Satisfaction with quality of PDS service in Belgaum Division (Percentage) ................................ 35

Table 11: Satisfaction with quality of PDS service in Gulbarga Division (Percentage) ............................... 36

Table 12: Satisfaction with quality of PDS service in Mysore Division (Percentage) .................................. 38

Table 13: Satisfaction with quality of PDS service in Karnataka (Percentage) ........................................... 40

Table 14: Comparison of quality of service provided two years ago (Percentage) .................................... 41

Table 15: Scheme under which pension is availed (Percentage) ................................................................ 44

Table 16: Satisfaction with the quality of Pension services in Bangalore Division (Percentage) ............... 50

Table 17: Satisfaction with the quality of Pension services in Belgaum Division (Percentage) .................. 52

Table 18: Satisfaction with the quality of Pension services in Gulbarga Division (Percentage) ................. 53

Table 19: Satisfaction with the quality of Pension services in Mysore Division (Percentage) ................... 55

Table 20: Satisfaction with the quality of Pension services in All Divisions of Karnataka (Percentage) ..... 56

Table 21: Comparison of service quality with that of two years back (Percentage) .................................. 58

Table 22: Average time taken to visit home after being informed (Hours) ................................................ 63

Table 23: Satisfaction with quality of Veterinary Service in Bangalore Division (Percentage) ................... 65

Table 24: Satisfaction with quality of Veterinary Service in Belgaum Division (Percentage) ..................... 67

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Table 25: Satisfaction with quality of Veterinary Service in Gulbarga Division (Percentage) .................... 68

Table 26: Satisfaction with quality of Veterinary Service in Mysore Division (Percentage) ....................... 70

Table- 27: Satisfaction with quality of Veterinary Service in All Divisions of Karnataka (Percentage) ....... 71

Table 28: Comparison of service quality with that of two years back (Percentage) .................................. 73

Table 29: Satisfaction with quality of Government High Schools in Bangalore Division (Percentage) ...... 82

Table 30: Satisfaction with quality of Government High Schools in Belgaum Division (Percentage)......... 84

Table 31: Satisfaction with quality of Government High Schools in Gulbarga Division (Percentage) ........ 85

Table 32: Satisfaction with quality of Government High Schools in Mysore Division (Percentage) .......... 87

Table 33: Satisfaction with quality of Government High Schools in All Divisions (Percentage) ................. 88

Table 34: Service quality since two years (Percentage) .............................................................................. 90

Table 35: Satisfaction with Quality Of Service in Bangalore Division (Percentage) .................................... 97

Table 36: Satisfaction with Quality Of Service in Belgaum Division (Percentage) ...................................... 98

Table 37: Satisfaction with Quality of Service in Gulbarga Division (Percentage) ...................................... 99

Table 38: Satisfaction with Quality of Service in Mysore Division (Percentage) ...................................... 101

Table 39: Satisfaction with Quality of Service in All Divisions of Karnataka (Percentage) ....................... 102

Table 40: Comparison of quality of service over two years (Percentage) ................................................ 104

Table 41: Satisfaction with quality of service in Bangalore Division (Percentage) ................................... 111

Table 42: Satisfaction with quality of service in Belgaum Division (Percentage) ..................................... 112

Table 43: Satisfaction with quality of service in Gulbarga Division (Percentage) ..................................... 114

Table 44: Satisfaction with quality of service in Mysore Division (Percentage) ....................................... 115

Table 45: Satisfaction with quality of service in Karnataka (Percentage) ................................................. 117

Table 46: Service comparison over the past two years (Percentage)....................................................... 118

Table 47: Satisfaction with the quality of service in Bangalore Division (Percentage) ............................. 126

Table 48: Satisfaction with the quality of service in Belgaum Division (Percentage) ............................... 127

Table 49: Satisfaction with the quality of service in Gulbarga Division (Percentage) .............................. 129

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Table 50: Satisfaction with the quality of service in Mysore Division (Percentage) ................................. 130

Table 51: Satisfaction with the quality of service in Karnataka (Percentage) .......................................... 132

Table 52: Comparison of out-patient service quality received now with that received two years back

(Percentage) .............................................................................................................................................. 133

Table 53: Satisfaction with Quality of Service in Bangalore (Percentage) ................................................ 138

Table 54: Satisfaction with Quality of Service in Belgaum (Percentage) .................................................. 140

Table 55: Satisfaction with Quality of Service in Gulbarga (Percentage) ................................................. 141

Table 56: Satisfaction with Quality of Service in Mysore (Percentage) .................................................... 142

Table 57: Satisfaction with Quality of Service across all Divisions (Percentage) ...................................... 144

Table 58: Satisfaction with Overall Quality of Service across Divisions (Percentage) .............................. 145

Table 59: Comparison of service quality with that of two years back (Percentage) ................................ 146

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Figures

Figure 1: Satisfaction with quality of Government Bus Service in Bangalore Division ............................... 16

Figure 2: Satisfaction with Quality of Government Bus Service in Belgaum Division (Percentage) ........... 17

Figure 3: Satisfaction with Quality of Government Bus Service in Gulbarga Division (Percentage) .......... 19

Figure 4: Satisfaction with Quality of Government Bus Service in Mysore Division (Percentage) ............. 20

Figure5: Satisfaction with Quality of Government Bus Service in Karnataka (Percentage) ....................... 21

Figure 6: Type of ration card owned by the family (Percentage) ............................................................... 24

Figure 7: Number of days to get the ration card after submission of application (Percentage) ................ 25

Figure8: Items purchased from the ration shop are weighed / measured properly (Percentage) ............ 27

Figure 9: Satisfaction with quality of PDS service in Bangalore Division (Percentage) .............................. 34

Figure 10: Satisfaction with quality of PDS services in Belgaum Division (Percentage) ............................. 35

Figure 11: Satisfaction with quality of PDS service in Gulbarga Division (Percentage) .............................. 37

Figure 12: Satisfaction with quality of PDS service in Mysore Division (Percentage) ................................. 39

Figure 13: Satisfaction with quality of PDS service in Karnataka (Percentage) .......................................... 40

Figure 14: Scheme under which pension is availed (Percentage) .............................................................. 44

Figure 15: Average number of days taken to get Sanction Letter after submitting the application form . 46

Figure 16: Regularity in getting pension (Percentage) ............................................................................... 48

Figure 17: Satisfaction with the quality of Pension services in Bangalore Division (Percentage) .............. 51

Figure 18: Satisfaction with the quality of Pension services in Belgaum Division (Percentage) ................ 52

Figure 19: Satisfaction with the quality of Pension services in Gulbarga Division (Percentage) ................ 54

Figure 20: Satisfaction with the quality of Pension services in Mysore Division (Percentage) .................. 55

Figure 21: Satisfaction with the quality of Pension services in All Divisions of Karnataka (Percentage) ... 57

Figure 22: Satisfaction with quality of Veterinary Service in Bangalore Division (Percentage) ................. 66

Figure 23: Satisfaction with quality of Veterinary Service in Belgaum Division (Percentage) .................... 67

Figure 24: Satisfaction with quality of Veterinary Service in Gulbarga Division (Percentage) ................... 69

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Figure 25: Satisfaction with quality of Veterinary Service in Mysore Division (Percentage) ...................... 70

Figure 26: Satisfaction with quality of Veterinary Service in All Divisions of Karnataka (Percentage) ....... 72

Figure 27: Satisfaction with quality of Government High Schools in Bangalore Division (Percentage) ..... 83

Figure 28: Satisfaction with quality of Government High Schools in Belgaum Division (Percentage) ....... 84

Figure29: Satisfaction with quality of Government High Schools in Gulbarga Division (Percentage) ........ 86

Figure 30: Satisfaction with quality of Government High Schools in Mysore Division (Percentage) ......... 87

Figure31: Satisfaction with quality of Government High Schools in Karnataka (Percentage) .................... 89

Figure 32: Waiting period for the doctor to arrive (Percentage) ................................................................ 94

Figure 33: Satisfaction with Quality of PHC Service in Bangalore Division (Percentage) ........................... 97

Figure 34: Satisfaction with quality of Service in PHCs in Belgaum Division (Percentage) ......................... 98

Figure 35: Satisfaction with Quality of Service in PHCs in Gulbarga Division (Percentage) ..................... 100

Figure 36: Satisfaction With Quality Of Service in PHCs in Mysore Division (Percentage) ....................... 101

Figure 37: Satisfaction with Quality of Service in PHCs in Karnataka (Percentage) ................................. 103

Figure 38: Satisfaction with quality of service in Bangalore Division (Percentage) .................................. 111

Figure 39: Satisfaction with quality of service in Belgaum Division (Percentage) .................................... 113

Figure 40: Satisfaction with quality of service in Gulbarga Division (Percentage) ................................... 114

Figure 41: Satisfaction with quality of service in Mysore Division (Percentage) ...................................... 116

Figure 42: Satisfaction with quality of service in all revenue divisions in Karnataka (Percentage) .......... 117

Figure 43: Equipments for the tests prescribed not functional (Percentage) .......................................... 123

Figure 44: Satisfaction with the quality of service in Bangalore Division (Percentage) ........................... 126

Figure 45: Satisfaction with the quality of service in Belgaum Division (Percentage) .............................. 128

Figure 46: Satisfaction with the quality of service in Gulbarga Division (Percentage) ............................. 129

Figure 47: Satisfaction with the quality of service in Mysore Division (Percentage) ............................... 131

Figure 48: Satisfaction with the quality of service in Karnataka (Percentage) ......................................... 132

Figure 49: Satisfaction with Quality of Service in Bangalore (Percentage) .............................................. 139

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Figure 50: Satisfaction with Quality of Service in Belgaum (Percentage) ................................................. 140

Figure 51: Satisfaction with Quality of Service in Gulbarga (Percentage) ................................................ 141

Figure 52: Satisfaction with Quality of Service in Mysore (Percentage) ................................................... 143

Figure 53: Satisfaction with Quality of Service across all Divisions in Karnataka (Percentage)................ 144

Figure 54: Satisfaction with Overall Quality of Service across Divisions (Percentage) ............................. 145

Figure 55: Overall Satisfaction with Public Service Delivery in Bangalore Division .................................. 148

Figure 56: Overall Satisfaction with Public Service Delivery in Belgaum Division ................................... 149

Figure 57: Overall Satisfaction with Public Service Delivery in Gulbarga Division ................................... 150

Figure 58: Overall Satisfaction with Public Service Delivery in Mysore Division ...................................... 151

Figure 59: Overall Satisfaction with Public Service Delivery in Karnataka ................................................ 152

Figure 60: Completely Satisfied and Dissatisfied ...................................................................................... 153

Figure 61: Complete Satisfaction by Services and Divisions ..................................................................... 153

Figure 62: Complete Satisfaction by Services and Divisions ..................................................................... 154

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Acknowledgements

We like to acknowledge with thanks the whole hearted support and cooperation received from Sri. Sanjiv Kumar, IAS, Secretary to Government, Planning, Programme Monitoring & Statistics Department, Govt. of Karnataka for conducting this study. We thank Sri. Krishnamurthy Maiya, Joint Secretary and Sri. Diwakar Rao, Deputy Director, State Planning Board for their guidance and support during the course of this study. We are indebted to the Govt. of Karnataka for the financial support provided to carry out the study. We are thankful to the Heads and staff of the seven service providing departments of the Govt. of Karnataka viz. Transport, Civil Supplies and Consumer Affairs, Revenue, Animal Husbandry and Fisheries, Education, Health and Family Welfare and E-Governance for their inputs to develop suitable indicators for each of the dimensions of the service, besides indicating the areas of concern and the standards laid down for delivery of services. Sincere thanks to IMRB, the market research agency which carried out the field survey and preliminary analysis of the data. Grateful thanks to Dr. Samuel Paul, the founder of Public Affairs Centre for his constant support and guidance throughout the study besides the timely inputs thereof for finalizing the report on time. We sincerely thank Sri. R. Suresh, Director, Public Affairs Centre for his keen interest and follow up of the study from time to time. We thank Dr. Meena Nair, Head – Participatory Governance Research Group for her contribution towards the finalization of the data collection instruments and coordinating activities and communications between PAC and SPB. The comments and suggestions made by the PAC staff to fine tune the questionnaires are sincerely acknowledged. The support received directly or indirectly from our colleagues in PAC to finalise the report is gratefully acknowledged. While we are indebted to the individuals cited above for their valuable contributions in carrying out the study, the authors are solely responsible for the opinions expressed and for any errors in the report. M. Vivekananda S. Sreedharan Malavika Belavangala

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EXECUTIVE SUMMARY

Public Affairs Centre, Bangalore, carried out the Social Audit of Public Service Delivery in Karnataka,

based on the Citizen Report Card methodology developed by it. The following seven services were

covered under the study:

1. Public Bus Transport

2. Food and Civil Supplies through Public Distribution System

3. Veterinary Health Care

4. Pension Schemes

5. Services of PHCs and District Hospitals

6. Government High Schools

7. Nemmadi Kendras (documentation and issue of Certificates)

This Social Audit was based on user feedback generated through a scientific sample survey of users and

households in rural areas. Social and Rural Research Institute, a specialised unit of International

Marketing Research Bureau, a leading social and market research organization did the field survey.

Responses from 2,688 individuals across the State were collected on the above services in pre-designed

questionnaires. The salient findings and observations that emerged from this Social Audit are presented

below:

1. While access per-se is not a serious barrier in the seven public services covered in this study, there is substantial evidence of excessive delays in the process of availing of their benefits. Such delays are notable especially in the delivery of ration cards, veterinary services at home, and pensions.

2. Gaining access to services does not necessarily guarantee their delivery with acceptable quality and reliability. A significant exception to this pattern is the services provided by Nemmadi Kendras. A major manifestation of the quality problem is the gap between established norms of services and the actual delivery experienced by the people. Multiple visits to agencies to obtain services, irregular pension payments, non-issue of receipts for payments, non-responsiveness of staff, etc. are examples of unreliable service quality.

3. Corruption (payment of extra money by users) is prevalent in all services except in Nemmadi Kendras. Bribes or illegal payments have been paid by 10 to 32 per cent of the people who interacted with the service providers. The highest proportion of bribes paid is in the pension scheme that deals with the most vulnerable people.

4. People’s awareness of their entitlements and conditions of service is extremely low across most services. Awareness of citizen charters, where they exist, is also abysmally low (< 8 per cent).

5. Complete satisfaction with services ranges between 59 and 91 per cent. The highest score was for Nemmadi Kendras while the lowest was for Pensions.

6. On the whole, satisfaction scores look rather high, given the track records of the quality of services. A major factor that explains this outcome is the extremely low awareness of the citizens about their entitlements and conditions and norms of service delivery. When people are ignorant or ill informed, they tend to be grateful for whatever they can get.

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7. There is some improvement in most services over the past two years, according to a majority of the respondents. Improvement was the least in PDS.

8. Just as there are wide variations between the services on many parameters, there are significant variations in service quality and satisfaction with specific services between the four divisions too. Belgaum and Mysore are the two divisions that have received lower ratings for several service dimensions and overall satisfaction. For example, full satisfaction with service quality in PHCs is below 30 per cent in Belgaum. In Mysore, full satisfaction with pensions is 33 per cent.

Detailed service-specific findings are as follows:

1. Public bus transport

Positive aspects

The bus stop was within one km for 76 per cent of the users and more than 3 km for 13 per cent

of the users.

83 per cent of those who were aware of the timings said the bus arrived at the scheduled time.

80 per cent reported that the bus stopped at all designated stops where passengers were

waiting.

Only one per cent reported a breakdown of the bus during their travel.

94 per cent reported that the behaviour of the conductor was courteous.

60 per cent of the respondents are completely satisfied with the quality of service.

66 per cent of the respondents reported that the Government bus facilities are better than two

years ago.

Areas for improvement

Over one third of the respondents are unaware of the bus timings.

37 per cent reported that the buses are over crowded.

46 per cent of the respondents reported that the current fares are very high.

Main reason for traveling in private buses as reported by 52 per cent of the respondents is their

greater frequency.

40 per cent of the respondents are either dissatisfied or partially satisfied with the overall

quality of service.

Main reasons for dissatisfaction are condition of bus stops, over crowding of buses and less

frequency of buses.

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Positive aspects

The distance to the ration shop is less than one km for 76% of the households.

99 per cent of the respondents purchase kerosene. All BPL and AAY card holders are drawing

ration.

62 per cent of the households are completely satisfied with the overall quality of service.


51 per cent of the respondents reported that the items purchased from the ration shop are not

weighed /measured properly.

Awareness on rates for different items, entitlement of ration, citizen charter, vigilance

committee, consumer helpline number etc. is low (2% to 30%).

81 per cent households reported that ration shops are not open on all working days.

60 per cent of the respondents did not get the receipts for the purchases made.

87 per cent of the respondents reported that the ration shop always do not display the stock

position and the price list.

Average quantity of rice and wheat purchased per unit by BPL card holders works out to 3 kg of

rice and half kg of wheat against the entitlement of 4 kg of rice and 1 kg of wheat. Lack of

awareness about their entitlement could be the problem.

Average quantity of rice and wheat purchased by AAY card holders works out to 25 kg of rice

and half kg of wheat as against the entitlement of 29 kg of rice and 6 kg of wheat. Non-

awareness could be the problem.

Corruption in PDS is reported by 11 per cent of the respondents.

38 per cent of the respondents are either dissatisfied or partially satisfied.

Dissatisfaction was reported mainly with insufficient quota, time taken to issue the ration card

and the distance to the ration shop.

3. Pension schemes

Positive Aspects

The distance for 27 per cent of the pensioners from their homes to the post office/bank (where

they get pension) is less than 1 km, while for 64% of the people, it is 2-3 km.

94 per cent of the pensioners got the pension through money order.

Complete satisfaction with the overall quality of service is reported by 59 per cent of the

respondents.

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On an average, it took 94 days to get the sanction letter after submission of the application for

pension.

It took more than three visits to the Taluka office for more than 1/3rd to get the pension

sanctioned.

Only 27 per cent of the pensioners reported getting pension regularly always, 64% are getting

pension regularly sometimes, and nine per cent are not at all getting regularly.

Just one per cent of the respondents knew the exact date i.e. 7th of every month on which the

pension is to be received.

Average amount spent by an individual to arrange for the documents to be enclosed with the

application for pension is Rs. 502.

Among the pensioners who obtained sanction letter during the last one year, 32 per cent of

them paid extra money of Rs. 543 on an average, for getting the sanction letter.

31 per cent of the pensioners paid extra money of Rs.39 on an average for receiving the monthly

pension.

Among those who obtained life certificate, 32% paid extra money of Rs.140 on an average, for

getting it.

41 per cent of the respondents are either dissatisfied or partially satisfied with the overall

quality of service.

Dissatisfaction was expressed for the irregular payment of pension, number of visits made and

time taken to get the sanction letter.


Positive Aspects

Veterinary dispensaries are within three km for 60 % of the respondents.

57 per cent of the livestock owners took the service at the veterinary dispensary and 39% at the

door step.

84 per cent reported that the doctor was available during their recent visit to the veterinary

dispensary.

66 per cent of the respondents expressed complete satisfaction with the overall quality of

service.


Only 52 per cent of the respondents received all the prescribed medicines from the dispensary

while, 37 per cent received a few and 11 per cent did not receive any medicine.

Among the respondents who reported receiving medicines, 13 per cent paid for the medicines.

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Payment was made by around one third of the users for treatment in the dispensary and only a

quarter of them got receipts for payment.

Average time taken by the doctor/compounder to visit a home for treatment after being

informed was a little more than 11 hours as against the norm of 2 hours.

16 per cent reported payment of bribe (Rs. 90 on an average) for the treatment of animals at

the dispensary.

One –third of the respondents are either dissatisfied or partially satisfied with the overall quality

of service in the Govt. veterinary dispensary.

The dissatisfaction was reported for time taken to attend, behavior of the compounder and the

attendant and the lack of helpfulness of the staff.


Positive Aspects

The distance from home to the school is less than one km for 50 per cent, 2 to 3 km for 35 per

cent and more than 5 km for 8% of the students.

56 per cent of the students used cycles and 29 per cent walked to the school.

37 per cent of the students were getting scholarships.

92 per cent of the students got free text books.

All the students (100 per cent) stated that they received mid day meal.

89 per cent of the girl students received free uniform.

91 per cent of the respondents received a bicycle in 8th standard.

78 per cent of the SC/ST students received free note books and a compass box.

56 per cent reported that the schools conducted special classes.

Complete satisfaction with overall quality of service is reported by 76 per cent of the

respondents.


47 per cent of the schools do not have audio video facilities.

21 per cent of the schools do not have toilet facilities.

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41 per cent of the schools do not have the library facility.

27 per cent of the students have no access to the library facility.

63 per cent of the schools do not have laboratory facilities.

12 per cent of the schools do not have benches and tables.

83 per cent paid fee but 46 % of them did not get the receipt.

24 per cent of the respondents are either dissatisfied or partially satisfied with overall quality of

service.

Dissatisfaction was reported for library, laboratory and toilet facilities.

6. Services of PHCs

Positive Aspects

84 per cent of the respondents reported that doctors were present in the PHCs during the visit

and they listened to them patiently.

79 per cent of the respondents who took in-patient treatment at the PHCs were given beds

immediately after their admission.

89 per cent of the in-patients reported that the nurses attended to them.

Complete satisfaction on the overall quality of service was reported by 72 per cent of the

patients.


Among those who were prescribed medicines, only 49 per cent received all the medicines, 43

per cent received some and 8 per cent did not receive any prescribed medicines.

6 per cent of the respondents indicated that they paid on an average Rs.95 for treatment and

Rs.90 each for medicines and laboratory tests.

28 per cent of the patients are either dissatisfied or partially satisfied with the overall quality of

service.

Dissatisfaction was cited mainly with the quality of treatment and non availability of medicines.

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7. District Hospitals

Positive Aspects

Mode of transport for majority of the respondents to reach the Govt. hospital is Govt. bus.

89 per cent of the inpatients are given beds soon after admission in the hospital.

34 per cent of the outpatients took treatment in other health facilities before coming to district

hospital.

90 per cent of the outpatients conveyed that the doctor was available and listened to them

patiently.

Among the outpatients who received medicines, 76 % of them received all prescribed medicines

free of cost.

Complete satisfaction with the overall service quality is reported by 64 % of the patients.


Only 33 per cent of the inpatients got all the prescribed medicines from the district hospital and

6% of them paid for the medicines.

30 per cent of the patients who were prescribed diagnostic tests found the equipments in the

hospitals non functional.

31 per cent of the inpatients did not get food from the district hospital.

35 per cent of the respondents reported that doctors and nurses were not available all the time

during the course of treatment.

Only 37 per cent of the inpatients reported that the toilets were always clean.

Bed sheets are not changed everyday according to 59 per cent of the inpatients.

58 per cent of the inpatients paid bill in the district hospital. But, 24 per cent of them did not get

the receipts.

Only 63 per cent of the outpatients received the prescribed medicines in the hospital.

Among the outpatients who were prescribed diagnostic tests, 20% reported that the

equipments for the tests prescribed are non functional.

62 per cent of the outpatients paid bill in the hospital of whom, 12% did not receive receipts.

36 per cent of the patients are either dissatisfied or partially satisfied with the overall service

quality.

Dissatisfaction was reported mainly with the non availability of medicines and lack of proper

toilet facilities, staff behavior and treatment from the doctors and long waiting period.

8. Nemmadi Kendras

Positive Aspects

Nemmadi Kendras are used to obtain caste (41 per cent) and income certificates (46 per cent)

and land records (28 per cent).

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99 per cent of users reported that the Nemmadi Kendra was open during working hours and

that the Operator was present always.

Receipt for payment of application fee is issued to 89 per cent of the respondents.

92 per cent knew that the Nemmadi Kendra is supposed to charge Rs. 15 for issuing a

document/certificate.

Only 5 per cent reported mistakes in the documents/certificates issued by the Nemmadi Kendra.

26 per cent of the people got their documents from the Nemmadi Kendra immediately. 59 per

cent received their documents within 10 days and 14 per cent received between 11 to 15 days.

No corruption was reported in the Nemmadi Kendra by any of the users except a stray case.

Complete satisfaction with overall quality of service is 91 per cent.


The distance to Nemmadi Kendra is less than 3 km for only 37 per cent of the respondents and

more than 10 km for 25 per cent.

Dissatisfaction was reported with too many documents to be attached with the application and

insufficient operators.

Some of the operators reported insufficient power backup and frequent interruptions in the

internet connectivity.

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1. INTRODUCTION

Public Affairs Centre (PAC), Bangalore, at the instance of the Government of Karnataka, carried out a

study on “Social Audit of Public Service Delivery in the State of Karnataka”. The methodology for the

study is based on the Citizen Report Card pioneered by the PAC.

The department of Planning, Programme Monitoring and Statistics, Government of Karnataka had

suggested the following services for social audit:

1. Public Bus Transport



4. Pension Schemes



7. Nemmadi Kendras (documentation and issue of certificates)

The social audit provides a good diagnosis of the critical problems with the selected public services.

Citizens have rated the services in terms of access, reliability, transparency and responsiveness. The

pointers and insights from this Social Audit clearly set an agenda for a process of review, process

reengineering and reforms by the government.

1.1 Methodology

The Citizen Report Card methodology, used in carrying out this social audit, is a simple but powerful and

credible tool to provide systematic feedback to public agencies about various qualitative and

quantitative aspects of their performance. It elicits information on users’ awareness, access, usage and

satisfaction with public services. Citizen Report Card identifies the key constraints faced by the citizens

in accessing public services, their appraisals of the quality, adequacy of public services and the quality of

interactions they have with the service providers. Citizen Report Cards entail a random sample survey of

the users of different public services (utilities), and the aggregation of the users’ experiences as a basis

for rating the services.

The following processes were involved in the social audit:

Identification of issues through discussions with the service providers;

Designing the survey instruments ;

Identifying the scientific sample for the survey;

Orientation and training workshops for the survey team;

Conduct of survey by a professional survey agency, viz. SRI, IMRB;

Collection of qualitative data for case studies;

Coding, analysis and interpretation of findings; and

Preparation of reports.

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In order to develop suitable indicators for each of the dimensions of the services, the PAC team met the

concerned officials of the seven service-providing departments of the Government of Karnataka. The

discussions with the department officials had brought out the areas of concern and the standards laid

down for the delivery of services. Following the discussions, indicators were finalized to sharpen the

questionnaires for the study.

The following dimensions of the services were investigated in the social audit:

Access to the service;

Usage of the service;

Quality / Reliability;

Compliance with the standards of service;

Grievance-redressal;

Cost of availing the service; and

Satisfaction with the service.

1.2 Questionnaires

Questionnaires were designed for each service incorporating the indicators for the above dimensions of

the services. In the case of health service, questionnaires were designed separately for PHC and district

hospitals. Within the district hospitals, separate questionnaires were developed for outpatient and

inpatient services. In all, nine questionnaires were finalised for the survey.

1.3 Sampling design

A sample survey of the users of selected public services in eight selected districts of Karnataka, using a

mix of household and exit interviews, focusing on rural households, was conducted. It was designed to

provide estimates for the indicators of the services at the divisional level.

The total sample size for all the services covering the four divisions in the state was 2,688. The services

for which questionnaires were developed, type of survey, sample size for the household survey, exit and

tracer interviews are set out below:

3

Sampling Design

Services Sample size per Revenue

Division Type of Survey

Sample Size for the State

Public Bus Transport PDS

Veterinary Healthcare Pension Schemes

240

Household survey through listing

960

PHC District hospital

120 120

Exit interviews for outpatients and tracer

interviews for inpatients.

480 480

High school 96 Household survey 384

Nemmadi Kendra 96 Tracer interviews 384

Total 672 2688

The study used a multi-stage sampling procedure to select the villages. There are four Revenue Divisions

in Karnataka. In each division, the districts were arranged by geographical contiguity from north to south

and two districts in each division were selected based on PPS sampling procedure and rural population

of the districts as the size. Similar procedure was adopted to select two talukas in each of the selected

districts considering the rural population of the taluka as the size. In each selected taluka, the villages

were arranged in the order of their location code numbers and four villages per taluka were selected

using PPS sampling procedure and village population as the size. When a selected village had less than

150 households, a neighbouring village was considered along with the selected village. At the village

level, the households were selected through systematic random sampling procedure from the list of

households prepared from three segments of the village identified through social mapping. In all, two

districts, four talukas and 16 villages were selected from each division, to carry out the survey.

Sample size for each service at the divisional level was arrived to provide estimates for the indicators of

service at 95 per cent confidence level with error less than 10 per cent.

The feedback on public transport, PDS, veterinary health care and pension scheme was collected at

household level through a common questionnaire covering the four services. Separate questionnaires

were used for other services. Household survey was used for high school. Exit interviews were

conducted for PHC and outpatient service of district hospitals. Tracer interviews at household level were

conducted for inpatient service of district hospitals and Nemmadi Kendras.

4

1.4 Field survey

Social and Rural Research Institute, a specialist unit of IMRB International carried out the field survey

and did the preliminary analysis of the data. The survey instrument was first drafted in English and then

translated into Kannada. Respondents to the common questionnaire were adult members of the

household who were aware of the aspects of usage of the service. In the case of PHC, outpatients were

the respondents. Inpatients/outpatients or the attendants of the patient were considered as

respondents for the district hospital. The respondents for the government high school were the students

supported by an adult member in the household who was aware of the service. For Nemmadi Kendra,

the respondents were users of the service.

The survey agency, IMRB International, had its own quality checks at the field level. In addition, to

ensure collection of quality data from the field by the survey team, PAC team’s Project Associate

conducted spot/back checks of 10 per cent of the interviews in the field, verified more than 50 per cent

of filled-in formats and checked five per cent of keyed-in data. The Project Coordinator, on his part, also

spot/back-checked five per cent of the interviews and checked beyond 10 per cent of the filled-in

questionnaires, while the Team Leader spot/back-checked one per cent of the interviews besides

verifying five per cent of the completed questionnaires.

As a supplement to the study, 21 case studies (at the rate of three for each service) were carried out.

One case study for each service was conducted at a place where the respondents in the present study

indicated the highest complete satisfaction and the other two, at places where the respondents

reported least complete satisfaction. The report on case studies is attached at the end of this report.

1.5 Limitations of the study

The building blocks of any user’s feedback studies are ordinal in nature and are based on the

experience of respondents with specific services. Several words like “scarce,” “adequacy,” and

“satisfaction” have been asked in the manner that the respondent best comprehends; thus, there is

some subjectivity in the study.

Levels of satisfaction are highly correlated with a person’s expectations and importance assigned to

services. Expectation and importance across divisions vary and thus may result in variations in the

satisfaction level.

1.6 Demographic details of the respondents

The demographic details summarised below are common to four services, viz., public bus transport,

food and civil supplies through Public Distribution System, pension schemes and veterinary health care.

5

Summary

Fifty-five per cent of the respondents were in the age group of 31 to 60 years, of which 58 per cent were

men. Cultivators (42 per cent) dominated the sample. Average family size was 5.82. Self-reported

annual income of 69 per cent of the people was less than Rs. 12,000 and, for one per cent, it was

between Rs. 50,001 and 1,00, 000.

Besides demographic details, additional information on the usage pattern of government and private

services was separately collected for high school and healthcare, as information from the questionnaires

was limited only to the users of government services. Accordingly, it was found that 84 per cent of the

households did not have any family member attending a high school. Among 16 per cent of those who

reported family members attending high school, 85 per cent were found to be attending government

high schools.

In case of illnesses, 44 per cent of the respondents approached a Primary Health Centre or Community

Health Centre. Thirty five per cent usually sought treatment at government hospitals and 22 per cent

preferred private healthcare facility.

Tabular representation of demographic details is set out in Annexure 1 to 11, while the same is

abstracted below:

Age of the respondents

A majority of 55 per cent respondents were in the age group of 31 to 60 years. While 24 per cent were

between 16 and 30 years, 21 per cent were above 60 years (Annexure 1).

Gender of the respondents

Fifty-eight per cent of the respondents were men while 42 per cent were women (Annexure 2).

Occupation of the respondent

Cultivators dominated the sample (42 per cent) followed by labourers (30 per cent), housewives (15 per

cent), retired people (three per cent), students (three per cent), petty shop owners (two per cent) and

employees (two per cent) (Annexure 3).

Duration of stay in the village

While 98 per cent of the respondents indicated that they had been staying in the village for more than

five years, two per cent said they were residents of the village for less than five years (Annexure 4).

Average family size

The average family size was found to be 5.82 (Annexure 5).

Education level of the respondents

Illiterates formed the major group of the respondents accounting for 47 per cent of the total. While five

per cent were literates without formal education, 13 per cent each had completed lower primary and

6

secondary level, 15 per cent had studied up to higher primary, five per cent had completed PUC and the

balance two per cent were graduates (Annexure 6).

Annual income of the households

The self-reported annual income of 69 per cent of the households was observed to be less than Rs.

12,000. Twenty-three per cent reported their annual income in the range of Rs. 12,001 to Rs. 20,000.

For six per cent of the respondents, their annual income was in the range of Rs. 20,001 to 50,000, and

just one per cent of the respondents reported between Rs. 50,001 and 1,00 ,000 as their annual income

(Annexure 7).

Ownership of vehicles

Majority (60 per cent) of those who were interviewed did not own any vehicle. Cycles were owned by 28

per cent of the households, bullock carts were owned by 12 per cent, two wheelers by 10 per cent and

car by one per cent of those who were interviewed (Annexure 8).

Usage pattern of high schools and healthcare facilities

General information on the usage pattern of government and private services was separately collected

for high school and healthcare facilities, as information from the questionnaire was limited only to the

users of government services.

Members of the family attending high school

The response from the sample surveyed indicated that 84 per cent of the households did not have any

family member attending a high school while 16 per cent of the households responded positively

(Annexure 9).

Type of school attended

Among those who reported family members attending high school, 85 per cent were found to be

attending government high schools and 15 per cent attending private schools (Annexure 10).

Healthcare

In case of illnesses, 44 per cent of the respondents approached a Primary Health Centre or Community

Health Centre. Thirty-five per cent usually sought treatment at a government hospital and 22 per cent

went to a private healthcare facility (Annexure 11).

7

2. PUBLIC BUS TRANSPORT

The public bus transport in Karnataka is managed by the Karnataka State Road Transport Corporation

(KSRTC). In 2009, it operated 6,463 schedules using 7,011 vehicles, transporting an average of 24.57

lakh passengers daily. Its services reach 92 per cent of the villages in Karnataka. Apart from the service

standards for general public transport, there are schemes that include seats reserved for women and

the physically handicapped, free passes for the blind and freedom fighters, and concessions for students

and senior citizens.

Of those surveyed, 960 respondents reported using public bus transport. The information collected

through household surveys is summarized below, while the details are set in tabular form, as found in

Annexure 12 - 51.

Usage pattern

Latest travel by government bus

The latest travel by government bus was within a week for 39 per cent of the respondents. While 24 per

cent had last travelled between 8 and 14 days, 36 per cent had travelled more than 15 days back

(Annexure 12).

Type of bus travelled in

Ninety per cent of the respondents travelled in an ordinary bus during their latest travel, while 10 per

cent had taken an express bus. The travel by express bus was more in Mysore Division (20 per cent)

compared to other Divisions (Annexure 13).

Purpose of travel

The most common purpose for travel was marketing for 49 per cent of the respondents. While 26 per

cent of the respondents traveled to visit friends or relatives, the purpose of travel for 13 per cent was to

reach a health facility for medical treatment. Seven per cent travelled for work/employment and one

per cent each to attend school, to reach a place of worship and to visit a government office (not for

employment).

There was not much variation in the usage pattern of bus service across the divisions (Annexure 14).

Distance to the bus stop from home

For most (76 per cent) of the respondents the bus stop was within one km from their residence. For 13

per cent of the respondents, the distance to the bus stop was more than three km from their homes and

one-tenth had to travel one to three km to the bus stop.

Across Divisions, 23 per cent in Mysore Division had to travel more than three km to the bus stop from

their homes (Annexure 15).

8

Distance travelled

During their last travel, 25 per cent of the respondents travelled less than 10 km while 37 per cent

travelled between 11 and 20 km; 28 per cent travelled between 21 and 40 km and 10 per cent travelled

more than 40 km.

Across Divisions, more people (16 per cent) in Gulbarga travelled a distance more than 40 km, followed

by 14 per cent in Mysore division (Annexure 16).

Experience during latest travel (Annexure 17)

The experience of respondents using public bus transport varied widely and they have been recorded as

under:

64 per cent of the respondents were aware of the bus timings.

Of those who were aware of the timings, 83 per cent said the bus arrived at the scheduled time.

81 per cent got a seat in the bus.

37 per cent reported that the buses were over-crowded.

29 per cent of the respondents observed passengers sitting in reserved seats.

94 per cent reported that the behaviour of the conductor was courteous.

80 per cent reported that the bus stopped at all designated stops where passengers were

waiting.

Only one per cent reported breakdown of the bus during their travel.

Waiting time for the bus at the bus stop

Among those who knew the bus timings and reported that the bus did not arrive at the scheduled time

during their latest travel, the duration of waiting for the arrival of the bus was less than 15 minutes for

40 per cent of the respondents. While 50 per cent reported waiting between 16 and 30 minutes, eight

per cent reported a waiting period of half-an-hour to one hour and two per cent waited between one

and two hours.

In Mysore Division, 14 per cent of the respondents reported waiting up to an hour (Annexure 18).

Conductor issued the ticket

Almost all (97 per cent) respondents reported that the conductor issued tickets during their last travel,

while two per cent were holding passes. It was only one per cent who reported that tickets were not

issued (Annexure 19).

Conductor issued a used ticket

Among those respondents who were issued tickets, four per cent reported receiving a used ticket during

their last travel while five per cent were not sure whether the issued ticket was a used one. Ten per cent

of the respondents in Bangalore Division, three per cent each in Belgaum and Gulbarga Divisions and

one per cent in Mysore Division were issued used tickets by the conductor (Annexure 20).

9

Conductor took money and did not issue ticket

Among those who reported that they did not receive a ticket, 50 per cent of them conveyed that the

conductor took money and did not issue the ticket. The other 50 per cent may have travelled without a

ticket. The incidence of not issuing the ticket against payment was more in Bangalore Division

compared to other Divisions (Annexure 21).

Kind of bus pass the respondent had

Among those who held bus passes, 83 per cent had a “Handicapped Pass” while 17 per cent possessed a

“Student Pass” (Annexure 22).

Action taken when there was a breakdown of the bus

Among those who reported that there was a breakdown or accident, 34 per cent reported that the bus

was repaired and the journey resumed, while 66 per cent reported that they were put in a different bus

to continue their journey (Annexure 23).

Time taken for repair of the bus or to arrange another bus

Among those who reported that there was a breakdown of the bus, 46 per cent said that it took 31 to 60

minutes for the journey to resume. It took over an hour according to 31 per cent of respondents. While

19 per cent said the bus was repaired or they were put in a different bus within 15 minutes, four per

cent reported that this took 16 to 30 minutes.

The longest time taken was in Mysore Division where all respondents informed that it took more than

one hour for repair or to arrange another bus (Annexure 24).

Usage pattern – Usual travel

Frequency of travel in government bus

On their usual travel, 39 per cent of the respondents said they rarely travelled by bus. 38 per cent said

they usually traveled once a week by government bus. 12 per cent travelled two to three times a week

and eight per cent travelled 4 to 5 times a week. Only three per cent reported that they usually travel

daily by government bus (Annexure 25).

Usual travel

Of the respondents who used government buses for usual travel, 68 per cent said that they were aware

of the bus timings, 61 per cent reported that there was a shelter for the passengers at the bus stop, 26

per cent said that private buses also ply on the routes they usually travel and 77 per cent of them used

private buses as well to reach their destinations (Annexure 26).

Source of information about bus timings

Among those who reported knowing the bus timings, 72 per cent said they were aware because they

were regular travelers; 10 per cent found the timings from the notice board at the bus stand, whereas

for 18 per cent of the respondents, the source of information was the ticket counters, ticket collectors,

public, friends and co-travelers (Annexure 27).

10

Usual waiting period for the bus to arrive

A majority (63 per cent) of the respondents reported waiting for less than 15 minutes, while 30 per cent

said they waited for 16 to 30 minutes and six per cent between half to one hour.

In Bangalore Division, 89 per cent waited for less than 15 minutes. But, in Belgaum Division, 50 per cent

waited for less than 15 minutes for the bus to arrive and 44 per cent said the wait was up to half-an-

hour. In Gulbarga Division, the percentage of people reported waiting for half to one hour was more (10

per cent) than the other Divisions (Annexure 28).

Usual destination of travel

From Annexure 29, it can be deduced that the Taluk Headquarters was the usual destination for 47 per

cent of the respondents. Of the rest, 23 per cent travelled to other villages while 17 per cent travelled to

Hobli Headquarters usually and 13 per cent to the District Headquarters.

People in Bangalore, Belgaum and Gulbarga divisions travelled most to Taluk Headquarters.

Respondents in Mysore Division travelled most to other villages and Taluk Headquarters.

Main purpose of travel by government bus

Annexure 30 indicates that marketing was the main purpose of travel by government bus for the

majority (75 per cent) of the respondents. This was followed by 58 per cent of the respondents who

availed government bus service for getting medical treatment, 57 per cent for visiting friends and family

members, 18 per cent to go to work or for employment whereas, 10 per cent travelled by Govt. bus to

reach a place of worship. Six per cent used it to reach Government offices and two per cent to go to

school.

Usual place of boarding the government bus

Overall, 86 per cent of the respondents boarded the government bus at the bus stop while 13 per cent

boarded at an intermediate point. In Mysore division, the majority (34 per cent) of the respondents

boarded at an intermediate point (Annexure 31).

Distance travelled (one way)

It is evident from Annexure 32 that 28 per cent of the respondents travelled less than 10 kilometers and

37 per cent reported traveling between 11 and 20 kilometers while 27 per cent travelled 21 to 40

kilometers one-way. Seven per cent travelled more than 40 kilometers. Among the Divisions, more

people (14 per cent) from Gulbarga travelled more than 40 kilometers.

Time taken to travel-one way

While 43 per cent of the respondents took less than 30 minutes for one way travel, 44 per cent of the

respondents took half to one hour to reach their destination. One-way travel took more than one hour

for 13 per cent of the respondents. Time taken to travel was observed to be more in Gulbarga and

Belgaum Divisions (Annexure 33).

11

Reasons for travel by private bus

It can be deduced from Table 1 that 52 per cent of those who travelled by both government and private

buses said that the frequency of private buses was more. Thirty-one per cent felt that private buses

were more punctual than government buses and 11 per cent found the timings of private buses more

convenient. Four per cent used private buses for their low fares, while two per cent for their flexibility in

stops.

Table 1: Reasons for travel by private bus (Percentage)

Bangalore Belgaum Gulbarga Mysore Karnataka

Frequency is more 53 0 50 33 52

Punctual 33 50 8 0 31

Time is convenient 7 50 42 67 11

Flexibility in stops 2 0 0 0 2

Fare is less 5 0 0 0 4

N 172 4 12 3 191

Across the Divisions, 53 per cent of the users from Bangalore division said that the frequency of private

buses was more. In Belgaum division, punctuality and convenient timings were the main reasons for

usage. In Gulbarga division, 50 per cent cited more frequent buses as the reason and 42 per cent cited

convenient timings. In Mysore, 67 per cent felt that the timing of private buses was convenient and 33

per cent used private buses because of their more frequency.

Service (Usual travel)

Punctuality of buses

Annexure 34 shows the punctuality of buses. Among those who knew the bus timings, 50 per cent

reported that buses were punctual always while 48 per cent reported that buses were punctual

sometimes. One per cent reported that the buses were never punctual.

In Bangalore division, 96 per cent said that the buses were always punctual. Corresponding figures for

Mysore, Gulbarga and Belgaum divisions were 42, 38 cent and 21 per cent, respectively. Only four per

cent in Bangalore Division reported buses being punctual sometimes, while 58 per cent in Mysore

Division, 78 per cent in Belgaum Division and 59 per cent in Gulbarga Division said so. Only three per

cent in Gulbarga Division reported that buses were never punctual and one per cent each in Belgaum

and Mysore divisions reported so.

Buses stop generally at designated stops

A majority (79 per cent) of the respondents said that, usually, buses always stop at the designated stops;

20 per cent stated that the buses stopped at designated stops only sometimes, while one per cent said

they never stop at the designated stops.

In Bangalore Division, 90 per cent of the respondents said that the buses always stopped at the

designated stops; whereas, in Belgaum Division, it was 85 per cent, and in Gulbarga Division, it was 76

12

per cent of the respondents who reported that the buses stopped at the designated stops. The

percentage of respondents who reported that the buses usually stop at the designated stops was low

(63 per cent) in Mysore Division. Only two per cent of people in Gulbarga Division and one per cent each

in Belgaum and Mysore divisions conveyed that the buses never stopped at the designated stops

(Annexure 35).

Buses usually over crowded

As indicated in Annexure 36, 16 per cent of the respondents found that the buses were always over-

crowded, while 78 per cent found that the buses were overcrowded sometimes and 6 per cent felt that

the buses were never overcrowded.

In Bangalore Division, 21 per cent reported that the buses were overcrowded always. This was followed

by Gulbarga Division (19 per cent) and Belgaum Division (17 per cent). In Mysore Division, only five per

cent of the respondents reported overcrowding always.

Seats usually available in the bus

As given in Annexure 37, 28 per cent of the people who were interviewed said that seats were always

available in government buses. A majority (70 per cent) said that seats were available sometimes, while

two per cent said that seats were never available.

In Bangalore Division, 43 per cent reported that the seats were always available while in Belgaum

Division, the corresponding figure was 16 per cent. In Gulbarga Division, five per cent said that the seats

were never usually available in the government bus.

Instances of bus starting before all passengers boarded

Overall, 86 per cent of the respondents never faced an instance where the bus started moving before all

passengers had boarded. While 12 per cent of the people told that sometimes the buses started off

before all the passengers have boarded, two per cent reported that the buses always started before all

passengers are on board (Annexure 38).

Passengers vacate seats meant for reserved categories

From Annexure 39 it can be observed that only 14 per cent reported that passengers always vacated

seats meant for reserved categories; 59 per cent said that passengers vacated the reserved seats

sometimes, and 27 per cent said that reserved seats were never vacated.

In Gulbarga Division, 54 per cent of the passengers reported that reserved seats were never vacated.

The corresponding figures were 20 per cent in Mysore, 18 per cent in Bangalore, and 15 per cent in

Belgaum Divisions.

Conductors are courteous

Annexure 40 shows that 83 per cent of the respondents felt that conductors were always courteous to

passengers, 15 per cent said sometimes, and one per cent said that they were never courteous.

13

Among the Divisions, 75 per cent of the respondents in Gulbarga, lowest among all divisions reported

that the conductor was always courteous.

Drivers are courteous

Overall, 86 per cent of the respondents in the survey said that the drivers were always courteous to

passengers, while 13 per cent said ‘sometimes’ and one per cent said that they were never courteous.

In Mysore Division, 98 per cent of the respondents reported that the driver was courteous always

(Annexure 41).

Observed first-aid boxes in the buses

As given in Annexure 42, 47 per cent of the respondents did not know or could not say if they had seen a

first-aid box during their usual travel by government bus; 29 per cent reported seeing it in some buses,

19 per cent seeing them in all buses, and five per cent not seeing them in any bus.

Across divisions, 41 per cent of the respondents in Bangalore Division had observed a first-aid box in all

buses. In contrast, only five per cent of the respondents from Belgaum division reported having seen

them in all buses. In Gulbarga, 11 per cent of the respondents, the highest among other Divisions, had

not seen the first-aid box in any of the buses.

Awareness of the first-aid box in the government bus

Only 41 per cent of the respondents were aware that all buses should have a first-aid box while 59 per

cent did not know of it (Annexure 43).

Rating of current bus fares

Rating of current bus fares is summarized in Annexure 44. Accordingly, 46 per cent of the respondents

rated the current bus fares as ‘very high’, 42 per cent expressed that the bus fares were ‘high’ and 12

per cent rated the fares as ‘reasonable’.

Experience during the last three months

Conductor taking money and not issuing ticket

During the last three months, 95 per cent of the respondents never faced a situation where they were

not issued tickets by the conductor after receiving the fare; four per cent faced this situation

occasionally and one per cent faced it many times.

The incidence of conductor taking money and not issuing a ticket was highest in Bangalore Division

where five per cent said that this had happened many times in the past three months and six per cent

said it had happened occasionally (Annexure 45).

Conductor taking less money than the fare and not issuing ticket

Overall, 97 per cent of the respondents said that they did not face a situation in the last three months of

the conductor taking less money than the actual fare and not issuing a ticket, while three per cent faced

this problem occasionally during their travel by government bus (Annexure 46).

14

In Bangalore Division, the incidence of this was higher than in other Divisions as two per cent reported

facing this many times in the last three months; five per cent faced this situation occasionally and 93 per

cent never faced it.

Conductor taking money and issuing used ticket

Conductors took money and issued used tickets many times in the last three months as reported by just

one per cent of the respondents. This happened occasionally for two per cent of the respondents, while

90 per cent said that it had never happened.

Across Divisions, three per cent in Bangalore said that they were not issued tickets against payment of

fare many times. Another three per cent said that it happened to them occasionally and 79 per cent said

that it had never happened to them (Annexure 47).

Conductor not returning the change

Twenty per cent of the respondents said that during the last three months of travel by government bus,

the conductor did not return the change occasionally while two per cent stated that the change was not

returned to them many times.

Bangalore Division stood out as 28 per cent did not receive the change occasionally and three per cent

did not receive it many times. In Gulbarga Division, 92 per cent said that they always got the change

back while only seven per cent said that the conductor did not return the change occasionally. Details

are given in Annexure 48.

Breakdown/Accident

During the last three months of travel by the government bus, as indicated in Annexure 49, four per cent

of the respondents reported a breakdown of the bus. Of this four per cent, 42 per cent said that

alternate arrangements were made to reach the passengers to their destination. One per cent reported

that the buses they were travelling in, met with an accident.

Problem incidence and resolution

Problem incidence and resolution are presented in Annexure 50. It can be noted that three per cent of

the respondents faced a problem with respect to government bus service in the last three months. In

Mysore Division, six per cent faced a problem regarding government bus services. Complaints were

lodged by the respondents only in Bangalore and Mysore divisions.

19 per cent of those who reported facing a problem lodged a complaint.

Those who lodged a complaint either knew it themselves or consulted RTC staff to find out the

person with whom the complaint was to be lodged.

None of the complainants was satisfied with the grievance redressal.

15

Nature of the problem faced by respondents

As presented in Annexure – 51, irregular bus service was reported by 38 per cent of the users while 15

per cent informed that the buses and the bus stops were not clean. Lack of overhead shelters at the bus

stops was another problem cited by eight per cent of the passengers. Other problems faced included

lack of adequate buses, breakdowns and punctures.

Satisfaction with quality of service

Satisfaction with Quality of Service – Bangalore Division

The satisfaction level with the quality of Govt. bus service is summarized below in Table- 2 and Figure- 1:

Table 2: Satisfaction with quality of Government bus service in Bangalore Division (Percentage)

Extent of satisfaction Neither satisfied nor dissatisfied

Dissatisfied

Completely Partially

Behaviour of drivers 85 15 0 0

Behaviour of conductors 90 9 1 0

Condition of buses 71 20 1 8

Punctuality of buses 77 20 0 3

Frequency of buses 70 23 0 7

Cleanliness of buses 71 24 0 5

Over crowding of buses 67 26 0 7

Condition of bus stops 72 21 3 4

Overall quality of service 87 10 0 4

It can be seen that 87 per cent of the respondents in Bangalore Division were completely satisfied with

the overall quality of service. 10 per cent were partially satisfied and 4 per cent expressed dissatisfaction

at the overall quality.

Complete satisfaction levels were highest for the behaviour of conductors as expressed by 90 per cent of

the people. 85 per cent of the respondents were completely satisfied with the behavior of drivers and

77 per cent with the punctuality of buses. Satisfaction was expressed on the condition of bus stops by 72

per cent, condition and cleanliness of buses by 71 per cent and frequency of buses by 70 per cent of the

respondents. The lowest complete satisfaction was regarding the over-crowding of buses (67 per cent).

Dissatisfaction was reported by eight per cent of the respondents on the condition of buses while seven

per cent of the respondents reported dissatisfaction with the frequency and over-crowding of buses.

Cleanliness of buses, condition of bus stops and punctuality of buses respectively were a matter of

concern for five per cent, four per cent and three per cent of the respondents.

16

Figure 1: Satisfaction with quality of Government Bus Service in Bangalore Division

Satisfaction with Quality of Service – Belgaum Division

Following Table 3 and Figure 2 present a summary of the satisfactory levels in Belgaum Division:

Table 3: Satisfaction with quality of Government Bus Service in Belgaum Division (Percentage)


Dissatisfied








Over crowding of buses 24 47 19 10



17

Taking all aspects of service into consideration, only 29 per cent of the respondents in Belgaum Division

were completely satisfied with the overall quality of service. 65 per cent were partially satisfied and

three per cent expressed dissatisfaction at the overall quality.

Complete satisfaction levels were low in comparison to Bangalore Division. However, highest complete

satisfaction was with the behaviour of conductors, with 47 per cent stating that they were completely

satisfied. As for the behaviour of drivers, 43 per cent of the respondents reported completely satisfied.

Of those interviewed, 27 per cent said that they were completely satisfied with the frequency of buses;

24 per cent expressed complete satisfaction about over-crowding and 21 per cent about the cleanliness

of buses. The lowest complete satisfaction was regarding the condition of buses (13 per cent).

Dissatisfaction was reported by 29 per cent of the respondents regarding the condition of bus stops. 16

per cent of the respondents reported dissatisfaction with the condition of buses. 13 per cent were

dissatisfied with the cleanliness of the buses while, 12 per cent and 10 per cent said that they were

discontent with the punctuality and over-crowding of buses, respectively.

Figure 2: Satisfaction with Quality of Government Bus Service in Belgaum Division (Percentage)

18

Satisfaction with Quality of Service – Gulbarga division

83 per cent of the respondents in Gulbarga Division were completely satisfied with the overall quality of

Govt. bus service. While eight per cent were partially satisfied, seven per cent expressed dissatisfaction

with the overall quality.

The highest complete satisfaction was with the behaviour of conductors expressed by 96 per cent of the

users. This was followed by 95 per cent of the respondents expressing complete satisfaction with the

behavior of drivers, 84 per cent with the condition of buses and 82 per cent with their cleanliness.

Levels of complete satisfaction ranged between 67 per cent and 73 per cent for other indicators. The

lowest complete satisfaction was regarding the over-crowding of buses (67 per cent).

Dissatisfaction was reported by 16 per cent of the respondents over the punctuality of buses and the

condition of bus stops. 15 per cent were dissatisfied with the frequency of buses and 14 per cent of the

respondents with the over-crowding of buses. Seven per cent and five per cent were dissatisfied with

the cleanliness and condition of buses, respectively.

The above details are presented in Table 4 and Figure 3 below:

Table 4: Satisfaction with quality of Government Bus Service in Gulbarga Division (Percentage)

Extent of satisfaction

Neither satisfied

nor dissatisfied

Dissatisfied








Overcrowding of buses 67 14 5 14



19

Figure 3: Satisfaction with Quality of Government Bus Service in Gulbarga Division (Percentage)

Satisfaction with Quality of Service-Mysore Division

Forty-three per cent of the respondents in Mysore division expressed complete satisfaction with the

overall quality of service; 52 per cent were partially satisfied and four per cent expressed dissatisfaction

with the overall quality.

Most of the respondents were completely satisfied with the behaviour of drivers (96 per cent) and

conductors (84 per cent); 49 per cent of those who answered the survey said they were completely

satisfied with the cleanliness of buses; 29 per cent to 40 per cent of the respondents expressed

complete satisfaction with the other indicators. The lowest complete satisfaction was regarding the

over-crowding of buses (five per cent).

Dissatisfaction was reported by a majority of 32 per cent of the respondents regarding the condition of

bus stops. 23 per cent were dissatisfied with the over-crowding of buses and 17 per cent of the

respondents with their frequency. 16 per cent of the respondents reported dissatisfaction with the

punctuality of buses and nine per cent and six per cent respectively were dissatisfied with the

cleanliness and condition of buses.

The above findings are presented in Table- 5 and Figure- 4 below:

20

Table 5: Satisfaction with quality of Government Bus Service in Mysore Division (Percentage)


Neither satisfied

nor dissatisfied

Dissatisfied











Figure 4: Satisfaction with Quality of Government Bus Service in Mysore Division (Percentage)

21

Satisfaction with Quality of Service – Karnataka

Satisfaction level with quality of service across Karnataka is given in Table 6 and Figure 5 which are as

follows:

Table 6: Satisfaction with quality of Government Bus Service in Karnataka (Percentage)


Dissatisfied











Figure5: Satisfaction with Quality of Government Bus Service in Karnataka (Percentage)

By and large, 60 per cent of the respondents in Karnataka were completely satisfied with the overall

quality of Govt. bus service. 35 per cent were partially satisfied and four per cent expressed

dissatisfaction with the overall quality.

22

Complete satisfaction levels ranged from 40 per cent to 79 per cent for various indicators. The highest

complete satisfaction was with the behaviour of drivers (79 per cent) and conductors (78 per cent). 54

per cent said that they were completely satisfied with the cleanliness of buses. Nearly half the

respondents were completely satisfied with the condition, punctuality and frequency of buses. The

lowest complete satisfaction was regarding the over-crowding of buses (40 per cent).

Dissatisfaction was reported by 20 per cent of the respondents on the condition of bus stops. 13 per

cent were dissatisfied with the over-crowding of buses, 12 per cent with their frequency, 11 per cent

with their punctuality, nine per cent with the condition and eight per cent with the cleanliness of buses.

Reasons for Dissatisfaction

Following reasons were cited by those who reported dissatisfaction:

Poor quality of buses (28 per cent)

Less frequency of buses (22 per cent)

Lack of a bus stand (17 per cent).

Others included lack of adequate bus facilities, non-coverage of all villages and unclean buses.

Suggestions for improving the quality of bus service

Deploying more buses to increase transport facilities

Reduction in ticket fares

Punctuality in the service.

Creating more number of bus stops, introducing new buses, improving road quality, connecting

more villages and maintaining buses and stops.

Comparison of quality of bus service provided two years ago

Following Table 7 shows that 66 per cent of the respondents reported that the government bus facilities

were better than two years ago. Thirty-two per cent felt that there was no change while two per cent

indicated that the service quality was worse than before.

Table 7: Comparison of quality of bus service provided two years ago (Percentage)


Better than before 79 48 66 70 66

Same as before 19 49 31 30 32

Worse than before 1 3 4 0 2

N 240 240 240 240 960

23

Action taken by the Transport Department:

1. Action has been taken to display the bus timings in all the bus stops in the state. Details on the bus

timings are being displayed in the enquiry offices of major bus stands of BMTC.

2. Over crowding routes would be identified and number of trips would be increased in the routes to

avoid over crowding of buses.

3. Fares are worked out based on the costs involved on diesel, spare parts, staff and overall

management costs

4. Frequency of bus services will be increased in accordance with the passengers’ demand

5. Necessary steps will be taken to improve transport services.

6. Efforts will be made for proper maintenance of bus stops and to increase the frequency of bus service

in tune with the demand by the passengers

24

3. PUBLIC DISTRIBUTION SYSTEM (RATION SHOPS)

The Government of Karnataka distributes wheat, rice, sugar and kerosene at subsidized rates to poor

households through its public distribution system (ration shops). These poor households are covered

under Below Poverty Line (BPL) and Antyodaya Annadana Yojane (AAY) schemes. Households having an

annual family income of less than Rs. 12,000 are covered under the BPL scheme, while the poorest

among these households are covered under the Antyodaya Annadana Yojane.

The household interviews obtained feedback from 948 respondents.

Access, Usage and Quality

Type of Ration Card owned by the family

It can be observed from Annexure 52 that 85 per cent of the households reported possessing permanent

ration cards whereas, temporary cards were owned by 15 per cent of the households.

Division-wise break up indicates that in Mysore division, 96 per cent of the households were having

permanent cards as compared to 87 per cent and 76 per cent respectively in Belgaum and Bangalore

divisions.

Following Figure 6 explains the above.

Figure 6: Type of ration card owned by the family (Percentage)

Category of card that the respondents possess

Among the respondents, 76 per cent reported to have BPL cards. AAY cards were owned by nine per

cent and APL cards by 15 per cent of the respondents as given in Table- 8 below:

25

Table 8: Category of card that the respondents possess (Percentage)


BPL 84 67 79 73 76

AAY 7 7 12 9 9

APL 8 25 9 18 15

N 240 231 237 240 948

Since when the new/renewed ration card is being held

Thirty-two per cent of the households found to have new/renewed ration cards for the last three to six

months. 25 per cent of the people were holding it for more than a year. 21 per cent were holding it

since six to 12 months and 16 per cent for the last one to three months. Five per cent reported that they

were holding new/renewed ration cards since less than a month.

The division-wise figures show that 40 per cent were holding cards since three to six months in

Bangalore division, 35 per cent in Mysore division, 33 per cent in Gulbarga division and 19 per cent in

Belgaum division. 12 per cent of the respondents in Bangalore division were holding new/renewed

ration cards for less than one month (Annexure 53).

Source of getting the new/renewed ration card

Annexure 54 provides that 48 per cent of the persons interviewed reported to have received their ration

cards from the Gram Panchayat and another 40 per cent from the ration shop itself. Six per cent got

their ration cards from the Food Inspector. The other seven per cent received it from Nemmadi Kendras,

Taluk Office and Village Accountant.

Number of days to get the new/renewed ration card

It took more than 45 days for 43 per cent of the households to get their new/renewed ration cards. The

time taken was 31 to 45 days for 27 per cent, 16 to 30 days for 17 per cent, 8-15 days for four per cent

and less than a week for eight per cent of the respondents.

Division-wise data indicates that in all divisions, majority of the households got their ration cards after

45 days of submission of the applications (Annexure 55).

Following Figure 7 represents the above aspects:

Figure 7: Number of days to get the ration card after submission of application (Percentage)

26

Distance to ration shop from home

As presented in Annexure 56, 76 per cent of the households reported that the distance of the ration

shop from their home was less than one km. 14 per cent reported the distance to be between one and

two km. For five per cent each, the distance respectively was two to three km and more than three km.

The distance was less than a kilometer for most of the respondents in all the divisions.

Items bought from the ration shop

Ninety nine per cent of the respondents used their cards to purchase kerosene from the ration shops.

While 86 per cent used their cards to purchase rice and wheat, 85 per cent of the respondents

purchased sugar from the ration shops. One per cent did not buy anything from the ration shops.

Details are presented in Annexure – 57.

Access, Usage and Quality (Annexure 58 and Figure- 8)

88 per cent of the households informed that the details of all the family members were included in

the ration cards.

8 per cent of the households reported to have the LPG connection. Even, across the divisions, there

was not much of a variation in having the LPG connections.

The ration is delivered to the card holders at one single time as reported by 66 per cent of the

households. In Bangalore division, 91 per cent of the households reported receiving ration at one

time.

49 per cent of the respondents said that the items delivered in the ration shops were weighed and

measured properly. However, in Belgaum and Gulbarga divisions, 70 per cent and 72 per cent of the

27

respondents respectively informed that the measurements were proper, as compared to Bangalore

and Mysore divisions where it was 48 per cent and 32 per cent respectively.

63 per cent of the respondents who knew the prices to be charged for the ration items reported

that the ration shops charged the right prices for the items purchased.

Figure8: Items purchased from the ration shop are weighed / measured properly (Percentage)

Awareness

Awareness among the people on various aspects of the ration shop seemed to be low as is evident from

the following revelations of the study. This is particularly so for Gulbarga and Belgaum divisions.

44 per cent of the households with AAY cards were only aware of their entitlement of 29 kg of rice

and six kg of wheat per month. In Bangalore division, 71 per cent of AAY card holders expressed

their awareness on their entitlement.

41 per cent of BPL card holders were aware that they were entitled to get four kg of rice and one kg

of wheat per month. Here again, Bangalore division ranked first with 65 per cent BPL card holders

having awareness on their entitlement of ration. This is followed by Belgaum (37 per cent), Mysore

(33 per cent) and Gulbarga (25 per cent) divisions.

12 per cent of the households were reported to be aware that the quota of sugar and kerosene

varies every month depending on the stock.

The ration shop should remain open on all days except on Tuesdays was known only to 17 per cent

of the respondents. The awareness on this in Belgaum and Gulbarga divisions was below 10 per

cent. In Bangalore and Mysore divisions, the awareness percentages were 34 per cent and 20 per

cent respectively.

30 per cent of the households were aware of the working hours of the ration shop. Awareness level

was more in Bangalore and Mysore divisions as compared to Belgaum and Gulbarga divisions.

28

Awareness on the prices to be charged for each of the items bought at the ration shops was

expressed by 35 per cent of the respondents.

Among the AAY card holders, 19 per cent were aware of the prices of rice and wheat to be charged

at the ration shop; whereas, 30 per cent of the BPL card holders knew the unit cost of rice and

wheat to be charged by the ration shop.

23 per cent of the respondents were aware that the price to be charged is Rs. 13.50/kg of sugar and

Rs. 9.50 to Rs. 10.10/lit of kerosene. The level of awareness among the divisions varied from 14 per

cent in Gulbarga to 31 per cent in Bangalore.

Awareness on the prices of ration items to be displayed in front of the shop was conveyed by 17 per

cent of the households.

12 per cent of the respondents were aware that the stock position of the items in the ration shop

has to be displayed in front of the shop.

Six per cent of the respondents only knew that there has to be a board in front of the ration shop

indicating the officer to be contacted in case of a problem or a complaint to be lodged.

Awareness on the consumer helpline number for grievances was known to hardly three per cent of

the households.

A mere three per cent of the respondents were aware of the existence of a consumer helpline

number. Two per cent reported that it was displayed in front of the ration shop. Three per cent

were aware that the consumer helpline number was supposed to be displayed in front of the shop.

Seven per cent of the respondents knew that there is a Vigilance Committee for the ration shop.

Five per cent were aware of the names of Vigilance Committee members.

Awareness on the quantity of rice and wheat entitled to get from the ration shop

Awareness on the entitlement of rice and wheat is presented in Annexure 59.

Rice: 67 per cent of the respondents reported knowing their entitlement of rice. 76 per cent of the

respondents who were aware of their entitlement reported it correctly.

Wheat: 81 per cent of the respondents reported knowing their entitlement of wheat and 63 per cent of

them reported it correctly.

Drawing regular quota of rice and wheat last month

83 per cent reported that they drew their regular quota of rice and wheat last month. 10 per cent did

not draw their regular quota and seven per cent were not able to say whether they drew the regular

quota or not (Annexure 60).

Reasons for not drawing regular quota of rice and wheat last month

Annexure 61 presents the reasons for not drawing regular quota of rice and wheat last month.

61 per cent of those who did not draw regular quota of ration (rice and wheat) last month did not do so

because the ration shops did not issue the regular quota to them. 28 per cent of the households

conveyed that they did not require the regular quota. The response from 10 per cent of the

respondents was that the items were not issued on time and three per cent of the respondents cited

that the quality was poor and hence the regular quota was not drawn.

29

In Gulbarga division, 71 per cent of the households reported that they did not require the regular quota

of ration.

Average quantity of rice and wheat purchased from the ration shop per month

An average of 15.98 kg of rice and 2.49 kg of wheat were purchased by AAY and BPL card holders from

the ration shop in the previous month (Annexure -62).

Awareness on the entitlement of kerosene and sugar during last month

Kerosene: While 87 per cent of the respondents knew their entitlement of kerosene, 13 per cent did not

know it.

Sugar: 73 per cent of the respondents knew the entitlement of sugar.

Awareness level was low in Bangalore division when compared to other divisions (Annexure 63).

Source of information for the Quota of Kerosene and/or Sugar during last month

Different sources for the information on the entitlement of kerosene and/or sugar are presented in

Annexure 64.

43 per cent of the respondents, who reported that they knew the entitlement of kerosene and/or sugar,

revealed that the source was the ration shop owner. 42 per cent said that their neighbours informed

them about the quota last month. The board at the ration shop helped three per cent of the people and

two per cent of the respondents got the information from the vigilance committee members. One per

cent found out from newspapers.

Ration shop owner was the source of information for majority of the households (63 per cent) in

Belgaum division. For 71 per cent of the households in Gulbarga division, the source of information for

the quota of ration items was their neighbours.

Drawing regular quota of Kerosene and Sugar last month

97 per cent reported that they drew their regular quota of kerosene and sugar last month (Annexure

65).

Reasons for not drawing regular quota last month

Reasons for not drawing the regular quota of ration items during the last month are given in Annexure

66. Among those who reported that they did not draw regular quota of kerosene and/or sugar last

month, 62 per cent said that the ration shop did not issue their regular quota. This was true with all the

respondents in Mysore division, 3/4th in Belgaum, half the respondents in Bangalore and 1/3rd in

Gulbarga division.

21 per cent of the respondents informed that they did not require the regular quota of the items

whereas, 17 per cent reported that they did not draw it because the items were not issued on time. In

Gulbarga division, 50 per cent of the respondents reported that they did not require the regular quota.

30

Average quantity of kerosene and sugar purchased from the ration shop last month

Each household, on an average, purchased 2.96 lit of kerosene and 1.07 kg of sugar per month. Major

deviations were not observed among the divisions (Annexure 67).

Number of times ration is drawn in a month

75 per cent of the households received their quota of ration in one visit. 25 per cent of the respondents

made two trips and one per cent made more than two visits to the ration shop to draw the ration.

While most of the respondents in Bangalore (94 per cent) and Belgaum (98 per cent) divisions reported

visiting the ration shop once to draw their ration, 51 per cent of the respondents each visited once and

49 per cent each visited twice to draw the ration, in Gulbarga and Mysore divisions (Annexure 68).

Ration shop is open on all working days

As presented in Annexure 69, 81 per cent of the respondents reported that the ration shop was open

during all working days, only sometimes. Eighteen per cent reported that it was open always, on all

working days. Comparison among the four divisions does not show much variation.

Ration Shop is Open during Working Hours

49 per cent of those respondents, who reported knowing the working hours of the ration shop,

conveyed that it was always open during the working hours. Fifty-one per cent reported that the ration

shop was open only sometimes, during working hours.

In Gulbarga and Belgaum divisions, 72 per cent and 70 per cent households respectively said that the

shops were open always during the working hours. In Bangalore and Mysore divisions, the

corresponding figures were 48 per cent and 32 per cent respectively. 68 per cent of the respondents in

Mysore division told that the ration shops were open only sometimes during the working hours.

Corresponding figures were 52 per cent for Bangalore, 30 per cent for Belgaum and 28 per cent for

Gulbarga divisions respectively (Annexure 70).

Issue of receipts for the purchases made

28 per cent of the persons reported to have received the cash bills for the purchases made by them in

the ration shops. 60 per cent of the respondents said that they did not get the receipts.

The response in Gulbarga division was more pronounced with 81 per cent of the respondents not

receiving the cash bills followed by 65 per cent in Belgaum, 52 per cent in Mysore and 50 per cent in

Bangalore divisions. Details are given in Annexure 71 and Figure 21.

Average price paid for the items purchased from the ration shop

Those who were aware of the prices of items reported the average price paid for each item as follows

(Annexure 72):

Rice – The price to be charged per kg of Rice is Rs. 3 for all BPL and AAY card holders. The households

purchased rice at an average price of Rs. 3.41 per kilogram. The rate was more by 41 paisa than the

average in Bangalore division and less by 27 and 14 paisa in Mysore and Belgaum divisions respectively.

There was no difference in Gulbarga division.

31

Wheat – The price to be charged per kg of wheat is Rs. 2 for AAY card holders and Rs.3 for BPL card

holders. The average price paid by the consumers for wheat was Rs.3.16 per kg.

Kerosene - The price to be charged per liter of kerosene is Rs. 9.50-Rs.10.10 for all card holders.

Households paid an average of Rs.10.58 per lit across the state. The average rate paid in Mysore

division was Rs.10.01, the lowest among the four divisions.

Sugar - The price to be charged per kg of sugar is Rs. 13.50 for all cardholders. The average price paid for

sugar was Rs. 14.89 across the state. While in Belgaum division, the rate was more by 71 paisa, it was

45 paisa less in Gulbarga division compared to the average in the state as a whole.

Display of prices at the ration shop

Thirteen per cent of the individuals reported that the prices for the items in the ration shop were always

displayed in the shop. 66 per cent of the respondents replied in the negative, and 20 per cent of the

respondents informed that the prices were displayed sometimes. Ninety-one per cent reported that the

prices were never displayed at the ration shop in Gulbarga division. This was followed by Belgaum (81

per cent), Bangalore (67 per cent) and Mysore (29 per cent) divisions (Annexure 73).

Display of stock position

According to Annexure 74, 68 per cent of the respondents informed that the stock position was never

displayed at the ration shops. 20 per cent reported that the stock position was displayed sometimes

and 12 per cent of the respondents indicated that it was always displayed.

Board at Ration shop displaying the officer to be contacted for lodging a complaint

There was no board in front of the ration shop displaying the name of the officer to be contacted in case

of a complaint to be lodged as reported by 59 per cent of the respondents. Three per cent of the

respondents reported that the information was displayed while 37 per cent of the respondents did not

know or could not say anything about it (Annexure 75).

Problem and grievance redressal (Annexure 76)

It was reported that eight per cent of the respondents faced a problem in the ration shop.

Among the divisions, Mysore had 16 per cent respondents, Belgaum 10 per cent, Bangalore five

per cent and Gulbarga one per cent respondents who reported to have faced problem with the

services in the ration shop.

Among those who faced a problem, 28 per cent lodged complaints.

Among those who lodged complaints, 28 per cent reported that the problem was solved.

Nature of problem faced by respondents

Annexure 77 mentions the nature of problems faced by the respondents.

Major problem reported by 32 per cent of the respondents was that the rations were not issued

properly. Eight per cent reported that the ration was not issued on time. Other problems faced included

insufficient quantity, rough behavior of ration shop owners, and inaccuracy in measurement, charging of

high prices and non- display of information.

32

Source of Information for the person to be contacted in case of a problem

27 per cent of the respondents, who lodged a complaint, reported that they themselves knew whom to

contact in case of a problem. Twenty-two per cent of the respondents came to know through their

friends and relatives. Thirteen per cent each found out from other customers and the ration shop

owner. Nine per cent were informed by the Vigilance Committee members and four per cent found out

from the notice board at the ration shop. Other sources included newspapers (Annexure 78).

Person with whom complaint was lodged

It can be observed from Annexure 79 that 59 per cent of the respondents registered their complaints

with the Food Inspector. While 26 per cent registered with the Village Accountant, 17 per cent lodged

the complaint with the Gram Panchayat and four per cent with a Vigilance Committee member.

Satisfaction Level with Grievance Redressal

Among those who lodged a complaint, 50 per cent were dissatisfied with the grievance redressal.

Eighteen per cent were completely satisfied and another 18 per cent partially. Thirteen per cent were

neither satisfied nor dissatisfied (Annexure 80).

Corruption

Annexure 81 indicates that 11 per cent reported paying bribe to get the ration card or to draw rations.

No corruption or bribe was reported by 88 per cent of the households. In Mysore division, 32 per cent

of the respondents indicated the payment of extra money or bribe to get the ration card/draw ration.

The corresponding figures for Belgaum division were six per cent, for Bangalore division it was four per

cent, and for Gulbarga division, a minuscule one percent.

Purpose for which extra money was paid

Among those who reported to have paid bribe, 73 per cent paid for getting the ration card, 10 per cent

for drawing ration, two per cent for getting the ration card application forms and the remaining 15 per

cent consisted of bribes for getting extra items and for renewal of ration cards (Annexure 82).

Average amount paid

Annexure 83 indicates that on an average, Rs. 42.78 was paid to get the ration cards or for drawing

rations. 93 per cent of the respondents reported that the amount was demanded.

Citizen charter

Responses on the citizen charter are summarized in Annexure 84.

Across the divisions, only two per cent of the respondents knew about the Citizen Charter.

Among those who were aware of the Citizen Charter, 28 per cent reported having seen the

Charter.

Among those respondents who had seen the Citizen Charter, 79 per cent saw it at the ration

shop and 14 per cent in the newspaper.

33

The Citizen Charter helped the respondents to find out the person with whom a complaint was

to be made.


In Bangalore Division

Eighty-one per cent of the respondents in Bangalore division reported complete satisfaction with the

overall quality of service provided through the Public Distribution System. Twelve per cent expressed

partial satisfaction and six per cent were dissatisfied with the overall quality of service provided.

Eighty-five per cent reported complete satisfaction with the proximity to the ration shops and 83 per

cent were completely satisfied with the behavior of the staff at the ration shop. While74 per cent were

fully satisfied with the quality and quantity of ration received, 72 per cent of the respondents expressed

complete satisfaction with the helpfulness of staff at the time of issuing new/renewed ration cards.

Dissatisfaction over the quantity of ration was expressed by eight per cent of the respondents. Six per

cent were dissatisfied with the distance to the ration shop whereas, five per cent were dissatisfied with

the behavior of staff while issuing new/renewed cards and the time taken to issue the new/renewed

cards. Four per cent were dissatisfied with the quality of ration.

The details on the above findings are provided in the following Table 9 and Figure 9.

Table 9: Satisfaction with quality of PDS service in Bangalore Division (Percentage)

Indicator Extent of satisfaction Neither satisfied

nor dissatisfied

Dissatisfied


Distance to the ration shop 85 8 0 6

Quantity of ration 74 17 1 8

Quality of ration 74 21 1 4

Behaviour of staff at ration shop 83 12 2 3

34

Behaviour of staff at the time of issuing new/renewed ration card

69 24 1 5

Helpfulness of staff at the time of issuing new/renewed ration card

72 26 0 3

Time taken to issue new/renewed ration card

63 31 0 5


Figure 9: Satisfaction with quality of PDS service in Bangalore Division (Percentage)

In Belgaum Division

Twenty-eight per cent of the respondents in Belgaum division reported complete satisfaction with the

overall quality of service provided through the Public Distribution System. 59 per cent expressed partial

satisfaction and eight per cent were dissatisfied with the overall quality of service.

Complete satisfaction with proximity to the ration shops was conveyed by 49 per cent of the

respondents. 36 per cent were fully satisfied with the quantity of ration given. Complete satisfaction for

all other parameters was in the range of 24 per cent to 31 per cent.

35

Fifteen per cent were dissatisfied with the time taken to issue new/renewed ration cards. Dissatisfaction

with the quality of ration was expressed by 11 per cent of the respondents. Ten per cent were

dissatisfied with the helpfulness of staff at the time of issuing new/renewed ration cards. Nine per cent

were dissatisfied with the behavior of staff at the time of issue of new/renewed card. Seven per cent

expressed dissatisfaction with the behavior of staff at the ration shop.

The following Table 10 and Figure 10 present the result of analysis on the satisfactory level with the

quality of service in Belgaum division:

Table 10: Satisfaction with quality of PDS service in Belgaum Division (Percentage)


nor dissatisfied

Dissatisfied





Behaviour of staff at ration shop

31 44 18 7


26 43 22 9


25 45 20 10


24 38 23 15


Figure 10: Satisfaction with quality of PDS services in Belgaum Division (Percentage)

36

In Gulbarga Division

In Gulbarga division, it was found that 84 per cent of the respondents were completely satisfied with the

overall quality of service provided through the Public Distribution System. Eight per cent each expressed

partial satisfaction and dissatisfaction with the overall quality of service in the ration shop.

86 per cent reported complete satisfaction with the quality and 85 per cent with the quantity of ration.

82 per cent were completely satisfied with the behavior of the staff at the ration shop and 80 per cent

were fully satisfied with the behavior and helpfulness of staff at the time of issuing new/renewed ration

cards.

Dissatisfaction with the distance to the ration shop was expressed by 16 per cent of the respondents.

Nine per cent were dissatisfied with the time taken to issue the new/renewed cards, eight per cent with

the quantity of ration and seven per cent with the behaviour and helpfulness of staff at the ration shop

(Table 11 and Figure 11).

Table 11: Satisfaction with quality of PDS service in Gulbarga Division (Percentage)

37


nor dissatisfied

Dissatisfied






82 8 3 7


80 9 3 7


80 8 4 7


79 10 2 9


Figure 11: Satisfaction with quality of PDS service in Gulbarga Division (Percentage)

38

In Mysore Division

Satisfaction levels with the quality of service in Mysore division as expressed by the respondents are

presented in Table 12 and Figure 12.

Sixty per cent of the respondents in Mysore division reported complete satisfaction with the overall

quality of service; thirty-four per cent expressed partial satisfaction and six per cent were dissatisfied

with the overall quality of service at the ration shop.

Complete satisfaction was conveyed by 71 per cent of the respondents for the quality and by 67 per

cent for the quantity of ration. While 60 per cent were completely satisfied with the behavior of staff at

the ration shop, 50 per cent of the respondents were fully satisfied with the behavior and 52 per cent

with the helpfulness of staff at the time of issuing new/renewed ration cards.

Dissatisfaction was expressed by 20 per cent of the respondents with the distance to the ration shop,

eight per cent with the time taken to issue the new/renewed cards, 14 per cent with the quantity of

ration, while six per cent were not satisfied with the behaviour of staff in the ration shop.

Table 12: Satisfaction with quality of PDS service in Mysore Division (Percentage)


nor dissatisfied

Dissatisfied






60 33 0 6


50 44 0 6


52 42 0 6


58 33 0 8


39

Figure 12: Satisfaction with quality of PDS service in Mysore Division (Percentage)

In Karnataka

The details of satisfaction with quality of service in ration shops across Karnataka are provided in Table

13 and Figure 13. It is found that 62 per cent of the respondents reported complete satisfaction with

the overall quality of service delivered through the Public Distribution System. Twenty-nine per cent

expressed partial satisfaction and seven per cent were dissatisfied with the overall quality of ration

service.

While 70 per cent reported complete satisfaction with the proximity to ration shops, 64 per cent were

completely satisfied with the quantity of ration and 63 per cent with the quality of ration. Further, 63

per cent expressed complete satisfaction with the behavior of the staff at the ration shop and 56 per

cent with the helpfulness of staff at the time of issuing new/renewed ration cards. Fifty-five per cent of

the respondents were also completely satisfied with the time taken to issue new/renewed ration card.

Dissatisfaction with the distance to the ration shop was expressed by 11 per cent of the respondents. 10

per cent were dissatisfied with the time taken to issue the new/renewed cards whereas, nine per cent

were dissatisfied with the quantity of ration, seven per cent with the behaviour of staff at the time of

issuing new/renewed ration cards, six per cent each with the quality of ration and helpfulness of issuing

authority and five per cent were not satisfied with the behavior of staff at the ration shop.

40

Table 13: Satisfaction with quality of PDS service in Karnataka (Percentage)


nor dissatisfied

Dissatisfied






63 26 6 5


55 31 7 7


56 32 6 6


55 29 6 10


Figure 13: Satisfaction with quality of PDS service in Karnataka (Percentage)

41

Reasons for dissatisfaction

Reasons cited by those who reported dissatisfaction with the quality of service were:

Inaccurate measurement of items

Inadequate quantity of rations being issued

Rations not issued regularly each month

Quantity of ration is always less than entitlement

Fair price shop is not open on all working days

Other reasons included not having fixed rates, delays in issuing ration cards, poor quality of

ration and cases of cheating.

Suggestions for improving the quality of service at the ration shop

Should supply more quantity of rations

Should provide items at lower cost

Should have ration shops nearby

Should provide rice and wheat to APL card holders too

Ration shops should be open on all days and during working hours

Other suggestions included improving quality of rations, providing rations on time, issue receipts

for the purchases made, improve behaviour of staff and make officers more responsible.

Comparison of quality of service provided two years ago

According to 49 per cent of the respondents (Table- 14), the quality of service in the ration shops was

better than two years ago while for 46 per cent of the respondents, it was the same as before and for

five per cent, it was worse than before. Just one per cent did not know or could not say anything about

it.

Across the divisions, it was found that in Mysore and Bangalore divisions, the percentage of respondents

expressing better service than two years ago was more as conveyed by 64 per cent and 60 per cent of

the respondents respectively. 65 per cent of the households in Gulbarga division and 55 per cent in

Belgaum division indicated that the services were the same as before.

Table 14: Comparison of quality of service provided two years ago (Percentage)





Can’t say / Don’t know 0 1 0 0 1

N 240 231 237 240 948

Action taken by the Food, Civil Supplies and Consumer Affairs Department: Based on the draft report submitted to the Planning Department, the Food, Civil Supplies and Consumer

Affairs Department has reported having initiated the following measures.

42

1. Steps have been initiated to establish a data base of the ration card holders and to identify

the unauthorized card holders. The data base is almost ready and the results will be out soon.

2. Computers have been installed in all taluk offices of the state and the offices of the deputy

directors which are connected to main server at the headquarter through broad band. In future,

all activities related to public distribution will be dealt through computers.

3. Action is being taken to identify unauthorized card holders in the rural areas with the help of

5630 village panchayats that are utilizing computer facilities. The same facilities will be used to

issue new cards.

4. Action has already been taken to provide computers to all godowns in the state. Soon

computers will be installed there and will be connected to the central server through broad

band to monitor centrally the incoming and out going provisions viz. rice, wheat and sugar and

also to maintain their account.

43

4. PENSION SCHEMES

The Directorate of Social Security and Pensions (SSP), Revenue Department, Government of Karnataka,

has been implementing 11 schemes for the unorganized sector workers in Karnataka. These schemes

relate to pensions for the aged, widows and disabled. They are non-contribution schemes and can be

availed by any of the eligible persons by obtaining a sanction letter from the government. Payments are

made to beneficiaries through bank accounts or money order. The latter is the most common mode of

payment. Eligibility is renewed every year by obtaining a Life Certificate from a government official. A

new system of smart cards is being discussed to avoid fraudulent collection.

The survey was conducted in eight districts of all the four divisions covering 571 pensioners in

Karnataka. The sample distribution of pensioners across the divisions is given in Annexure 85:

Number of pensioners in the household

It was observed that a majority of 96 per cent of the households have one person receiving pension

while the balance four per cent of the households have two pensioners.

Demographic details

Age distribution of pensioners

From Annexure 86, it can be found that 65 per cent of the respondents were aged more than 60 years.

Twenty-nine per cent were in the age group of 31 to 60 years and five per cent were in the age group of

16 to 30 years.

Gender of the pensioners

From Annexure 87, it can be seen that there were 64 per cent women and 36 per cent men receiving

pension from the government. Among the divisions, Mysore had 77 per cent of women pensioners. This

was followed by Belgaum with 68 per cent, Bangalore with 58 per cent and Gulbarga with 42 per cent of

women pensioners. As for men, Gulbarga division had the maximum (58 per cent) followed by

Bangalore (42 per cent), Belgaum (32 per cent) and Mysore (23 per cent) divisions.

Distribution of pensioners under various pension schemes

Almost an equal percentage of individuals were drawing pension under three schemes viz. Sandhya

Suraksha Yojane (29 per cent), destitute widow (29 per cent) and Indira Gandhi National old Age Pension

(28 per cent). Twelve per cent were covered under ‘physically handicapped’ and just two per cent under

Aam Admi Bhima Yojana.

Following Table 15 and Figure 14 provides details of the schemes under which pension is received:

44

Table 15: Scheme under which pension is availed (Percentage)


Indira Gandhi National old Age Pension

16 39 23 32 28

Sandhya Suraksha Yojane 41 17 49 8 29

Destitute widow 28 27 17 41 29

Physically handicapped 14 16 11 8 12

National Family Benefit Scheme

1 0 0 0 0

Aam Admi Bhima Yojana 0 0 0 9 2

Janani Sishu Suraksha Yojane

0 0 1 0 0

N 130 132 167 142 571

Figure 14: Scheme under which pension is availed (Percentage)

No. of years since the pension is being received

The survey indicated that 40 per cent of the respondents were receiving pension for the last one to

three years, 33 per cent were receiving for more than three years and 26 per cent for less than a year

(Annexure 88).

Source of information about the eligibility of pension

As indicated in Annexure 89, among those who were receiving pension for less than one year, 56 per

cent reported to have got the information about their eligibility for pension from their family members

or neighbours, 24 per cent from the Gram Panchayat member/President and 12 per cent of the

45

respondents found out from the village accountant. While seven per cent got to know from the Gram

Panchayat Secretary and four per cent were informed by the NGOs or local groups, three per cent of the

pensioners reported to have known it by themselves and another three per cent from news papers.

Source of application form for pension schemes

Among those who were receiving pension for less than one year, 56 per cent obtained the application

form from the Taluk office and 32 per cent from the Gram Panchayat office. Source of application was

the Taluk office for 72 per cent in Bangalore and 75 per cent in Mysore divisions. While in Belgaum and

Gulbarga divisions, Gram Panchayat office was the source for 47 per cent and 45 per cent of the people

respectively, in Gulbarga division, local NGOs were the source for three per cent of the pensioners

(Annexure 90).

Documents attached with the application form

Those who were receiving pension since the last one year reported that some of the documents

attached with the application form were:

Ration Card

Identity Card

Medical Certificate

Pensioner’s photograph

Caste Certificate

Age proof

Time taken to collect necessary documents

Seventy-six per cent of those who were receiving pension for less than one year reported that it took 15

days for them to procure necessary documents to be attached with the application for pension. While

for 13 per cent of the respondents, it took 16 to 30 days, for nine per cent, it took more than three

months and for another one per cent of the respondents, it took one to three months to collect

necessary supporting documents for the pension application. Across the divisions, the percentage of

respondents in Gulbarga division was more (26 per cent) who took more than three months to collect

the documents as compared to other divisions (Annexure 91).

Average amount spent to get required documents

As indicated in Annexure 92, among those who were receiving pension for less than one year, Rs. 502

was spent on an average by them to collect the required documents. A maximum of Rs. 770 was

reported to have been spent by the respondents in Mysore division.

Source of help for getting required documents

Sixty-one per cent of the respondents who were receiving pension for less than one year informed that

they sought the help of their family members or neighbours to get the required documents. Other

sources of help were Gram Panchayat office (22 per cent), village accountant (14 per cent) and local

NGOs’ (7 per cent). Some other sources included postmen, agents, etc. (Annexure 93).

46

Person who submitted the application form in the taluk office

Annexure 94 gives information on the person who submitted the application form in the taluk office for

pension.

Among those respondents who were receiving pension for less than one year, 40 per cent reported that

the application for pension was submitted by their family members in the Taluk Office. While 21 per

cent submitted the application form on their own, 19 per cent submitted the application through the

Village Accountant, six per cent through the Gram Panchayat Secretary, four per cent through a Gram

Panchayat member/President and four per cent through NGOs/local groups. Other persons accounted

for seven per cent which include friends, agents and head of the village.

Number of visits made to taluk office to get the pension sanctioned

It was reported by 39 per cent of those respondents who were receiving pension for less than one year

that they had to make more than three visits to taluk office to get their pension sanctioned. Twenty-

nine per cent of the respondents indicated that they made two visits whereas 23 per cent visited thrice

and nine per cent visited the taluk office only once to get their pension sanctioned.

It was observed that 82 per cent of the respondents in Mysore division had to make more than three

visits to the taluk office for getting their pension sanctioned (Annexure 95).

Time taken to get the sanction letter

Annexure 96 shows that on an average, 94 days were required (for those respondents who were

receiving pension for less than one year) to receive the sanction letter after submitting the application

form. More time was required in Gulbarga (137 days) and Mysore (119 days) divisions for getting the

sanction letter as compared to the overall average. This is depicted in Figure 15 below:

Figure 15: Average number of days taken to get Sanction Letter after submitting the application form

47

Visit to the sub-treasury to follow up release of pension amount

It was reported by 89 per cent of the respondents who were receiving pension for less than one year

(Annexure 97) that they did not visit the Sub-treasury for getting their pension released. Eleven per cent

reported visiting the sub treasury for follow up. The response from across the divisions was almost

uniform.

Average number of times sub-treasury was visited

The average number of visits made by the respondents to the sub-treasury to follow up release of their

pension was found to be 2.52 times as given in Annexure 98.

Regularity in receiving pension

Average pension amount received

The average amount of pension received by the pensioners was reported to be Rs. 412.45 per month.

There was no major variation found among the divisions (Annexure 99).

Mode of getting the pension

From Annexure 100, it can be observed that 94 per cent of the pensioners received their pension

amount through the post office while five per cent received through banks.

Frequency of visit to post office/bank for pension

While 21 per cent of the pensioners reported that they always visited the post office / bank to enquire

about the receipt of pension, 36 per cent reported visiting sometimes and 42 per cent reported that

they never visited the post office/bank for pension. A majority of 45 per cent in Belgaum division

reported that they visited always and almost an equal percentage (44) of the respondents visited the

post office/bank some times. It was observed that a majority (71 per cent) of the respondents from

Mysore division visited the post office/bank some times for their pension. Seventy-six per cent in

Gulbarga division reported that they never visited the post office or bank for pension (Annexure 101).

Distance from house to post office/bank

Annexure 102 indicates the distance from home to post office/bank. The distance from their homes to

the post office/bank, as reported by 27 per cent of the pensioners was less than one km, whereas for 64

per cent of the people, it was two to three kilometers. Twenty-seven per cent reported a distance of

more than five kilometers and nine per cent reported a distance of four to five kilometers to reach the

post office/bank.

Regularity in getting Pension Twenty-seven per cent of the pensioners, as indicated in the following Figure 16 informed that they

were getting regular pension always, while 64 per cent said that there was regularity in getting the

pension some times. Nine per cent reported that they never got their pensions regularly. As for the

divisions, only one per cent of the respondents from Mysore division reported getting pension regularly,

while for 92 per cent it was only sometimes and for seven per cent, it was not at all regular. Among the

other three divisions, the response for getting pension sometimes was more compared to “always” and

“not at all” (Annexure 103).

48

Figure 16: Regularity in getting pension (Percentage)

Pension last received

Three per cent of the pensioners, among those who did not receive pension regularly every month,

reported getting it up-to-date. While 22 per cent of the pensioners informed that they got the pension

one month back and 36 per cent two months back, 28 per cent of the respondents stated to have

received it three months back, eight per cent, three to six months back and two per cent of the

pensioners received the pension more than six months back. The receipt of up-to-date pension was

reported to be more in Bangalore division (14 per cent) whereas, Belgaum division among others,

recorded more persons (eight per cent) who received pension more than six months back (Annexure

104).

Awareness: (Annexure 105)

Just three per cent of the respondents reported that they knew the date on which they were

supposed to get the pension.

One per cent of respondents were aware that it was to be received on the 7th of every month.

Source of Receiving Life Certificate

Post Master and the local doctor were the main sources for the life certificate (Annexure 106). While 50

per cent got from the Post Master, 31 per cent received from the doctors. While more people in

Bangalore and Gulbarga divisions received the life certificates from the Post Masters, in Belgaum

division, doctors were the source for more pensioners.

Number of times the person was approached to obtain life certificate

Among those pensioners who approached an authority to obtain a Life Certificate, pensioners had to

approach them an average of 2.1 times to get their Life Certificates (Annexure 107).

49

Problem and grievance redressal: Those who are receiving pension since last one year

Problems and grievance redressal are presented in Annexure 108 and 109.

Seven per cent of those who were getting pension since last one year reported facing problem

in getting the sanction letter.

Some of the problems faced were demand for money, time taken was too long, lack of proper

information from the staff, forced to make many visits, and bad staff.

25 per cent of those who faced a problem lodged a complaint with the office superintendent.

50 per cent of those who lodged a complaint reported that the problem was solved.

However, only partial satisfaction was reported with the redressal of the problem.

Problem and grievance redressal: All pensioners

Among all pensioners, six per cent of the respondents reported facing a problem in getting the

monthly pension.

Major problems faced were irregular monthly pension, not being given on time and not received

for few months.

Nine per cent of those who faced a problem lodged a complaint with the Assistant Treasury

Officer, postman and Tahsildhar.

33 per cent of those who lodged a complaint reported that the problem was solved.

However, dissatisfaction was reported with the redressal of the problem.

Corruption (Annexure 110)

32 per cent of the pensioners said that they paid extra money for getting the sanction letter.

31 per cent said that they paid extra money for receiving the monthly pension.

32 per cent said that they paid extra money for getting the life certificate.

Average amount paid (Rs.) as bribe

On an average, Rs. 543, Rs. 39 and Rs. 140 were respectively paid by the pensioners for getting the

sanction letter, receiving monthly pension and life certificate (Annexure 111). That more amounts were

to be spent on getting sanction letter in Gulbarga (Rs. 811.11), Belgaum (Rs. 735.31) and Mysore (Rs.

600) divisions compared to Bangalore (297.22) was very much evident from the analysis. In case of life

certificate, pensioners from Mysore division reported paying less (Rs. 73.33) as bribe in comparison to

Gulbarga (Rs. 208.89), Bangalore (Rs. 140.26) and Belgaum (Rs. 132.62).

Money demanded / paid voluntarily

Among those who paid bribe, 79 per cent, 77 per cent and 79 per cent of the respondents said that it

was paid on demand to receive the sanction letter, monthly pension and life certificate respectively

(Annexure 112).

50

Satisfaction with the quality of service

Bangalore Division

Complete satisfaction with overall quality of service with the pension service was expressed by 81 per

cent of the pensioners and partial satisfaction by 13 per cent in Bangalore division. Six per cent of the

respondents were dissatisfied with the overall quality of pension service.

Complete satisfaction with behaviour of the person distributing pension attracted response from 82 per

cent of the pensioners. This was followed by 78 per cent for helpfulness of staff while obtaining the

sanction letter, 71 per cent for the ease with which the life certificate was obtained and 69 per cent for

the behavior of staff while obtaining sanction letter.

Sixteen per cent of the respondents were dissatisfied with the regularity of monthly payments. While 11

per cent each were dissatisfied with the number of visits made and the time taken to get the sanction

letter issued, five per cent of the pensioners were dissatisfied with the ease in obtaining the life

certificate.

The above findings are presented in the Table 16 and Figure 17 below:

Table 16: Satisfaction with the quality of Pension services in Bangalore Division (Percentage)

Indicator Extent of satisfaction Neither satisfied nor dissatisfied

Dissatisfied


Behavior of staff while obtaining sanction letter 69 28 2 2

Helpfulness of staff while obtaining sanction letter 78 20 0 2

No. of visits made to obtain sanction letter 54 33 2 11

Time taken for sanction letter 50 39 0 11

Regularity of payment (monthly) 55 29 0 16

Behaviour of person who pays the amount 82 16 0 2

Ease of getting life certificate 71 23 1 5


51

Figure 17: Satisfaction with the quality of Pension services in Bangalore Division (Percentage)

Belgaum Division

In Belgaum division, 33 per cent reported complete satisfaction with the overall quality of service in the

pension schemes. While 58 per cent were partially satisfied, five per cent expressed dissatisfaction.

Complete satisfaction was reported by 45 per cent of pensioners on the behaviour of the person who

pays the amount, by 43 per cent regarding the ease of getting Life Certificate, by 39 per cent with the

helpfulness of staff while obtaining sanction letter and by 38 per cent on the behavior of the staff while

obtaining the sanction letter.

Nineteen per cent of the respondents in Belgaum division were dissatisfied with the regularity of

monthly payments; 15 per cent were dissatisfied with the number of visits made to obtain the sanction

letter; 11 per cent showed dissatisfaction with regard to the time taken to receive the sanction letter;

nine per cent expressed dissatisfaction with the ease of obtaining life certificate and seven per cent

reported dissatisfaction with the behavior of the staff while obtaining sanction letter.

Following Table 17 and Figure 18 explain the details given above:

52

Table 17: Satisfaction with the quality of Pension services in Belgaum Division (Percentage)


Dissatisfied










Figure 18: Satisfaction with the quality of Pension services in Belgaum Division (Percentage)

53

Gulbarga Division

In Gulbarga division (Table 18 and Figure 19), 93 per cent of the respondents were completely satisfied

with the overall quality of pension services. Partial satisfaction was expressed by six per cent and one

per cent of the pensioners expressed dissatisfaction.

Ninety-two per cent of the respondents were completely satisfied with the behavior of the person while

obtaining sanction letter, 90 per cent with the behaviour of person who pays the amount, 89 per cent

with the ease in getting the life certificate and 85 per cent with the helpfulness of staff while obtaining

sanction letter; 84 per cent reported complete satisfaction with the time taken to issue the sanction

letter.

Dissatisfaction was reported by seven per cent of the respondents with the regularity of monthly

payments and by six per cent with the time taken to get the sanction letter.

Table 18: Satisfaction with the quality of Pension services in Gulbarga Division (Percentage)


Dissatisfied










54

Figure 19: Satisfaction with the quality of Pension services in Gulbarga Division (Percentage)

Mysore Division

Table 19 and Figure 20 provide the results of analysis on the satisfaction levels in Mysore division.

Complete satisfaction with overall quality of pension service in Mysore division was reported by 34 per

cent of the pensioners. Fifty-nine per cent reported partial satisfaction and seven per cent reported

dissatisfaction.

Complete satisfaction was expressed by 71 per cent of the respondents with the behavior of the person

who pays the pension amount; 60 per cent were completely satisfied with the ease of obtaining a life

certificate and 54 per cent about the behavior of staff while obtaining the sanction letter. The

percentage of respondents who expressed complete satisfaction for other parameters was in the range

of 11 to 34.

Forty-two per cent of pensioners in Mysore division were dissatisfied with the number of visits made to

obtain the sanction letter, 41 per cent with the regularity of monthly payments and 40 per cent with the

time taken for getting the sanction letter. 19 per cent were dissatisfied with the helpfulness of staff

while obtaining sanction letter and 11 per cent with their behavior.

55

Table 19: Satisfaction with the quality of Pension services in Mysore Division (Percentage)


Dissatisfied










Figure 20: Satisfaction with the quality of Pension services in Mysore Division (Percentage)

56

Satisfaction with the quality of service – Karnataka

Across the divisions, the study, as indicated in Table 20 and Figure 21 has revealed that 59 per cent of

the respondents were fully satisfied with the overall quality of pension services and 35 per cent were

partially satisfied. Five per cent were dissatisfied with the overall quality.

The indicators which attracted complete satisfaction were the behavior of the person who pays the

amount (71 per cent), ease of getting life certificate (65 per cent) and the behaviour of staff while

obtaining sanction letter (61 per cent).

Dissatisfaction was reported in the regularity of payment by 21 per cent of the pensioners. Eighteen per

cent each reported dissatisfaction with the number of visits made and with the time taken to obtain

sanction letter.

Table 20: Satisfaction with the quality of pension services in all Divisions of Karnataka (Percentage)


Dissatisfied










57

Figure 21: Satisfaction with the quality of pension services in all Divisions of Karnataka (Percentage)


Pension amount was not given properly

Government did not disburse pension amount regularly every month

Pension amount was not given on time

Staff issuing the sanction letter were not helpful

Postmen who delivered the money order demanded some payment

Bribes had to be given to get the work done

Other reasons cited were the dissatisfaction with staff and officials at the Taluk Office, difficulty

in obtaining the certificate and inadequate pension amount.

Suggestions for improving the quality of service in the pension scheme

Some suggestions given by the pensioners to improve the quality of pension services were:

Ensure regular payment of pension every month

Increase the pension amount, especially for poor people

Ensure payment of pension amount on a fixed date every month

58

Other suggestions included increasing awareness on the amount of pension to be received and

taking action against officers who demand bribes.

Percentage of people receiving pension for the last two years

Overall, 61 per cent of the people reported to be receiving pension since last two years. The percentage

of respondents receiving pension from Gulbarga and Mysore divisions for the last two years was 68 and

69 respectively and that in Bangalore and Belgaum divisions, 50 per cent and 53 per cent respectively

(Annexure 113).

Comparison of services over the past two years

Among those who were receiving pension two years back, 60 per cent indicated that the quality of

service in the pension scheme was better than before. Thirty-eight per cent reported that it was the

same as before and two per cent said that the quality of service was worse than earlier. Following Table

21 provides the details of it:

Table 21: Comparison of service quality with that of two years back (Percentage)






N 65 69 114 96 344

Action taken by the Directorate of Social Security and Pension, Revenue Department:

The department has undertaken the following steps in order to ensure easy disbursement of pension

only to eligible candidates by issuing a circular to the concerned officials indicating

1. Eligible applicants for pension should submit their applications only in the nearby Nemmadi Kendra or Bangalore-1 Centre.

2. In order to avoid inconvenience to the pensioners, Taluk Social Welfare Shirastedar is authorized to inspect all the Nemmadi Kendras once a month and if any irregularities are found, to lodge a complaint immediately with the police station.

3. Orders have already been issued to credit the pension amount to the bank / Post Office SB account of the pensioner. Accordingly, if the pensioners open an account and inform the details to the Treasury, pension amount would be credited to the respective accounts.

4. Smart Cards have been issued to some 40,000 beneficiaries in order to take banking facilities to the door step of the pensioners in some selected taluks. This facility will be extended to the entire state by the year end.

5. Physical verification of pensioners is also being carried out.

59

5. VETERINARY HEALTH CARE

The Department of Animal Husbandry and Veterinary Services is the nodal agency providing veterinary

health care services for domestic animal and the poultry population of the State. Their service covers

protection from diseases, breeding activities and various special programmes. Veterinary healthcare is

administered by veterinary centers at the village level, veterinary dispensaries at the hobli level and

veterinary hospitals at the taluk level. 4,110 veterinary institutions are present in Karnataka. 369 of

these are veterinary hospitals, 1,941 are veterinary dispensaries, 1,181 are primary veterinary centers,

and 174 mobile veterinary clinics. Issues are addressed at all levels through Raita Samparka Kendras,

Gram Sandarshanas and Jana Spandanas.

Usage and access (for latest illness)

The number of respondents from whom feed back was collected on Government Veterinary Health

Services was 535 households.

Categories of livestock owned

Annexure 114 provides the categories of livestock owned by the households surveyed.

The survey indicated that majority of the households (64 per cent) in all four divisions owned cows.

Bullocks and bulls were maintained by 38 per cent of the households, buffaloes by 29 per cent and

sheep and goats by 21 per cent of the households. Poultry was maintained by five per cent of the

households.

Mysore division had more cows as reported by 89 per cent of the respondents as against 68 per cent in

Bangalore division. In Gulbarga division, 51 per cent of the households were maintaining cows whereas

in Belgaum division, 47 per cent of the households reported having cows.

As for bullocks and bulls, 59 per cent of the households in Gulbarga and 46 per cent in Belgaum divisions

reported maintaining them. In Bangalore and Mysore divisions, 27 per cent and 30 per cent owned

bullocks and bulls respectively.

Buffaloes were owned by 37 per cent in Belgaum division and by 31 per cent of the households in

Bangalore division. In Gulbarga and Mysore divisions, it was 27 per cent and 18 per cent respectively for

buffaloes.

Seven per cent households in Belgaum, five per cent in Bangalore and three per cent each in Gulbarga

and Mysore divisions reported having poultry.

Distance to veterinary dispensary from house

The distance from residence to the veterinary dispensary for little more than a third of the users (35 per

cent) was less than one km. While the distance was two to three kilometers for 24 per cent of the

60

people, 14 per cent reported that the distance was four to five kilometers and it was more than five

kilometers for 27 per cent of the users.

In Bangalore division, the study indicated that the distance to the veterinary dispensary from the

residence was less than one kilometer according to 50 per cent of the households. In Belgaum and

Mysore divisions, 38 per cent and 36 per cent of the respondents respectively informed that the

distance was more than five kilometers from their home to the veterinary dispensary. While in Belgaum

division, the distance was less than a kilometer for 34 per cent, it was two to three kilometers in Mysore

division for the same percentage of users (Annexure 115).

Place where treatment was sought for the latest illness during the last six months

During the last six months, a little more than half (53 per cent) of the households availed the services

from the veterinary dispensary for the latest illness of their livestock and 44 per cent sought the door

step service of the government veterinary doctor. Three per cent of the households availed the service

from the government veterinary compounder. The households in Belgaum division utilized the services

from the veterinary dispensary more than the rest of the divisions. The door step service of the

government veterinary doctor was predominantly sought by the households in Mysore division

(Annexure 116).

Mode of contacting the government veterinary official for home visit

Ninety-one per cent of the households who availed door step service of the veterinary doctors

contacted them on the telephone for the house visit. Eight per cent of the households made personal

visits to the dispensary to seek door step service. Details are given in Annexure 117.

Place where generally treatment is sought for the livestock

More than half of the households (57 per cent) took their livestock to the government veterinary

dispensary for treatment and in 39 per cent of the households, the doctor visited home for treatment.

One per cent of the respondents preferred treatment for their livestock at private veterinary facilities.

Most of the households in Bangalore, Belgaum and Gulbarga divisions sought treatment from the

government veterinary dispensary whereas, more households in Mysore division sought the doctors’

visit to home for treatment (Annexure 118).

Service provided – Those who took treatment at the veterinary dispensary or visited the dispensary to

contact the doctor/compounder for home visit

Annexure 119 presents the details of service provided at the veterinary dispensary and the awareness

levels, which are as follows:

In their first visit to the veterinary dispensary, 32 per cent of the respondents who took

treatment at the dispensary, reported to have sought guidance for the procedure to receive

treatment. The percentage of people seeking guidance in Bangalore and Belgaum divisions was

more (40 per cent and 35 per cent) as compared to Gulbarga and Mysore divisions (21 per cent

and 18 per cent).

61

84 per cent reported that the doctor was available during their recent visit to the veterinary

dispensary.

The dispensary was clean as informed by 90 per cent of the respondents. In Bangalore division,

cleanliness attracted more response (98 per cent) as compared to other divisions.

87 per cent of the respondents conveyed that the medicines were dispensed free of cost.

One third of the households informed that they paid money for treatment of their animals at

the dispensary. In Bangalore division, a little more than half (51 per cent) of the respondents

and in Mysore, around 41 per cent reported making payment for treatment at the dispensary.

26 per cent of those who paid money for treatment got receipts. Among the four divisions,

eight per cent of the respondents from Gulbarga got receipts for the payment made while in

other divisions, the percentage of respondents receiving receipts for the amount paid was more;

i.e. 31 per cent in Mysore, 28 per cent in Bangalore and 27 per cent in Belgaum division.

Awareness

Thirty per cent of the respondents knew that the charge for artificial insemination is Rs. 5 and all other

treatments are to be given free in the Government Veterinary Dispensary. Awareness level in Mysore

division was observed to be 51 per cent, which is more than the rest of the divisions.

Figure 40 indicates the above services at the veterinary dispensary.

Source of guidance for the procedure to receive veterinary service

Among those who took treatment at the veterinary dispensary or visited the dispensary to contact the

staff for home visit, and sought guidance during their first visit to the dispensary, 55 per cent were

guided by the staff of the veterinary dispensary. Forty-five per cent sought guidance from others who

brought their animals for treatment at the dispensary. The study also indicates that the percentage of

respondents seeking guidance from the staff of the dispensary was 86 for Mysore division and 79 for

Belgaum division. Those seeking guidance from other visitors at the dispensary were 75 per cent from

Gulbarga division and 65 per cent from Bangalore division (Annexure 120).

Waiting period for doctor’s arrival during the recent visit

According to Annexure 121, among those who took treatment at the veterinary dispensary or visited the

dispensary to contact the doctor for home visit and reported that the doctor was not present during

their recent visit to the veterinary dispensary, 15 per cent had to wait for less than 15 minutes. 30 per

cent had to wait for 16 to 30 minutes; 33 per cent for half to one hour and 23 per cent for more than

one hour. The least waiting time of less than 15 minutes was indicated by 50 per cent of the people

from Bangalore division.

Waiting period to see the doctor after his /her arrival

Sixty-seven per cent of those who took their animals for treatment at the veterinary dispensary or

visited the dispensary to contact the doctor for home visit reported having waited for less than 15

minutes to see the doctor (Annexure 122). Twenty-two per cent had to wait between 16 to 30 minutes,

nine per cent of the respondents had to wait for 31 minutes to one hour and two per cent of the

respondents conveyed that the waiting period for them was more than one hour to see the doctor.

62

Nature of service received at the veterinary dispensary during recent visit

Nature of service received by 72 per cent of those who took their animals for treatment at the

veterinary dispensary was reported to be treatment for various ailments of their animals during their

recent visit. Fourteen per cent got their animals vaccinated and 11 per cent of the respondents

reported getting their animals artificially inseminated (Annexure 123).

Receipt of prescribe medicines at the veterinary dispensary during the recent visit

Overall, 52 per cent of the households conveyed that they got all medicines from the dispensary during

their recent visit (Annexure 124). Eighty-two per cent from Gulbarga division, the highest among the

divisions, reported to have received all the prescribed medicines from the veterinary dispensary.

Thirty-seven per cent of the livestock owners covered under the study across the state informed

receiving few medicines from the veterinary dispensary. Fifty-eight per cent from Bangalore division,

highest among other divisions, reported that they received few medicines.

Eleven per cent of the respondents did not receive any medicine from the dispensary during their recent

visit. Corresponding figure for Mysore division was 27 per cent, which is the highest among other

divisions.

Average amount paid for the entire period of treatment

Among those who made the payment for different services at the veterinary dispensary, it was found

that the average highest amount of Rs. 52.78 was paid for castration, followed by Rs. 48.32 for

treatment, Rs. 47.47 for medicines, Rs. 31.16 for vaccination and Rs. 10.04 for artificial insemination

(Annexure 125).

The average amount paid for treatment was the highest in Belgaum division (Rs. 85.00) whereas in

Bangalore division the highest was for medicines (Rs. 51.88) and it was the artificial insemination service

which attracted more money (Rs. 30.00) in Gulbarga division.

Service – Respondents availing service at the doorstep

Person who visited home for treatment of animals

As is evident from Annexure 126, in 91 per cent of the cases, veterinary doctor visited homes for

treating the animals and in eight per cent of the cases, veterinary compounder visited homes. In

Gulbarga, all respondents (100 per cent) utilized the services of a veterinary doctor. None of the

respondents from any of the divisions reported the utilization of mobile veterinary service.

Average time taken to visit home after being informed

Following Table 22 indicates that the average time taken by the doctor/compounder to visit a home for

treatment after being informed was 11.7 hours. In Belgaum division, it was 26.7 hours on average, the

highest among the divisions. In Bangalore division, the time taken to visit the home after being informed

was found to be 11 hours whereas in Gulbarga division, it was 8.7 hours and in Mysore division, it was 6

hours.

63

Table 22: Average time taken to visit home after being informed (Hours)

Bangalore Belgaum Gulbarga Mysore Total

Average hours 11 26.7 8.7 6 11.7

N 73 42 53 83 251

Awareness (Annexure 127)

32 per cent of the users of the doorstep veterinary service were aware that veterinary services

were to be available on all the days and all the time. More people (52 per cent) in Belgaum

division were aware of this as compared to others.

Among those who availed doorstep veterinary service, awareness that the

doctor/compounder/mobile unit should visit the home within two to three hours of being

informed was conveyed by 26 per cent of the respondents. The awareness of this was more (55

per cent) in Belgaum division compared to the rest of the divisions.

Among those who availed doorstep veterinary service, awareness that the charge for the house

visit was Rs. 60 was known to just eight per cent of the households.

Awareness that the charge for artificial insemination was Rs.5 was known to 22 per cent of the

people in general, who availed services at their doorsteps.

Medicines and charges

Seventy-four per cent of the respondents who availed doorstep service reported that the medicines

were given and a mere eight per cent of respondents reported getting receipt for the amount paid

(Annexure 128).

Nature of service received at home

Nature of service received at home was mainly the treatment for different ailments of the animals which

was reported by 63 per cent of the respondents. Vaccination was indicated by 26 per cent of the

respondents and eight per cent reported getting artificial insemination for their animals as the service

received at home (Annexure 129).

Across the divisions, treatment for the ailments was the most common service at home as reported by

83 per cent in Belgaum, 79 per cent in Bangalore, 76 per cent in Gulbarga and 30 per cent in Mysore

division. Vaccination was the most common service obtained at home in Mysore division, which was

reported by 63 per cent of the users.

Average amount paid for door-step service

The overall average amount paid for different services at the door step as shown in Annexure 130 was

found to be Rs. 82 towards the doctor’s fee (maximum among other services), Rs. 58.45 for medicines,

Rs. 55 to the compounder and Rs. 53 for artificial insemination.

The average amount paid to the doctor in Gulbarga division (Rs. 100.96) was more as compared to other

divisions. However, in Bangalore division, it was less than the overall average.

64

Problem incidence and resolution (Annexure 131)

Five per cent of the respondents faced problem in getting government veterinary services. Ten

per cent from Belgaum, seven per cent from Mysore, three per cent from Bangalore and two

per cent from Gulbarga division faced problems.

Among those who faced problems with government veterinary services, 15 per cent lodged

complaint to seek redressal.

For those who lodged complaint, neighbours and the officials at the dispensary were the main

sources of information to know whom to complain to.

Half of the respondents who faced problems lodged complaints with the doctors and a quarter

each with the veterinary department and the village head. Complaints were made only in

Bangalore and Mysore divisions.

Three-fourths of the respondents who lodged a complaint were completely dissatisfied with the

grievance redressal as they reported that their problems did not get solved.

Nature of problem faced

The nature of problem reported by those who faced them (Annexure 132) was that the doctors did not

turn up in the dispensary and those who turn up are late comers. Delay in doctors’ arrival was

expressed by all the respondents from Gulbarga division. Death of animals was reported by 20 per cent

in Bangalore and by 13 per cent of the respondents in Mysore division.

Other problems reported by one to two per cent of the respondents include difficulty in getting death

certificate, demand for money (bribe), improper treatment of animals and closure of the hospital most

of the time.

Speed money – From among those who availed service at the veterinary dispensary

Payment of extra money as bribe during the course of treatment

In all, 16 per cent of the persons covered under the survey said to have paid extra money and 84 per

cent did not (Annexure 133). Among the divisions, Gulbarga stands high with 97 per cent of the

respondents confirming that they did not make any extra payment during the course of treatment of

their animals in the veterinary dispensary. This is followed by Belgaum (84 per cent), Mysore (78 per

cent) and Bangalore (73 per cent).

Purpose for which extra money was paid

Eighty-nine per cent of the persons reported that they paid extra money to the doctor for treatment and

nine per cent reported having paid to the compounder for the medicines (Annexure 134). Two per cent

of the respondents (all from Belgaum division) paid for the service from the attendant. The response

from Gulbarga and Mysore divisions was 100 per cent for the amount paid to the doctor for treatment

with Bangalore and Belgaum at 86 per cent and 87 per cent respectively.

65

Average amount (Rs.) paid as bribe

As provided in Annexure 135, the average extra amount paid works out to Rs. 90.60. A maximum of Rs.

160 was paid in Gulbarga division and a minimum of Rs. 80 was reported from Bangalore division. The

corresponding figures for Belgaum and Mysore are Rs. 102 and Rs. 89 respectively.

Paid as bribe on demand / voluntarily

The extra amount was paid on demand according to 90 per cent of the respondents who made payment

and 10 per cent paid voluntarily (Annexure 136).


Bangalore Division

Table 23 and Figure 22 below explain the satisfactory level with the quality of service in Bangalore

division. It can be seen that complete satisfaction with overall quality of service in Bangalore division

was expressed by 69 per cent of the households; partial satisfaction by 11 per cent and dissatisfaction

was indicated by 17 per cent of the users of the government veterinary service.

While the behavior of the veterinary doctor captured complete satisfaction from 84 per cent of the

households, all other aspects of the service attracted complete satisfaction in the range of 62 per cent to

73 per cent of the households.

Twenty-one per cent of the households were dissatisfied with the medicines given at the dispensary and

11 per cent each with the time taken to attend and cleanliness of the dispensary.

Table 23: Satisfaction with quality of Veterinary Service in Bangalore Division (Percentage)

Indicators Extent of satisfaction

Neither satisfied nor dissatisfied

Dissatisfied


Time taken to attend to you 74 15 0 11

Behaviour of doctor 84 11 0 4

Behaviour of compounder 70 23 1 6

Behaviour of attender 63 31 2 4

Helpfulness of the staff 64 27 3 7

Medicines given at the dispensary

57 21 1 21

Cleanliness of veterinary Dispensary

72 15 1 11

Quality of service received at veterinary Dispensary

72 14 1 13


66

Figure 22: Satisfaction with quality of Veterinary Service in Bangalore Division (Percentage)

Belgaum division

Twenty-eight per cent of the households in Belgaum division conveyed their complete satisfaction with

the overall quality of veterinary service (Table 24 and Figure 23). Partial satisfaction was reported by 60

per cent of the respondents and seven per cent were dissatisfied with the overall quality of service.

As in Bangalore division, here too, behavior of the doctor attracted complete satisfaction by 37 per cent

of the households followed by medicines given at the dispensary by 33 per cent, time taken to attend by

31 per cent, quality of service at the dispensary by 27 per cent, cleanliness at the dispensary by 24 per

cent, behavior of the compounder by 16 per cent, helpfulness of staff by 17 per cent and behavior of the

attendant by 13 per cent of the households.

Dissatisfaction was expressed by 17 per cent of the respondents each for behavior of the attendant and

helpfulness of staff. Eleven per cent each reported dissatisfaction with the time taken to attend and with

the behavior of the compounder.

67

Table 24: Satisfaction with quality of Veterinary Service in Belgaum Division (Percentage)



Dissatisfied








33 43 17 7


24 49 18 9


27 34 33 6


Figure 23: Satisfaction with quality of Veterinary Service in Belgaum Division (Percentage)

68

Gulbarga division

Complete satisfaction with the overall quality of service in Gulbarga division was indicated by 87 per

cent of the households which is clear from Table 25 and Figure 24 presented below. Ten per cent

indicated partial satisfaction and three per cent were dissatisfied with the overall quality of veterinary

service.

Time taken to attend captured complete satisfaction by 92 per cent of the households followed by

quality of service at the dispensary (90 per cent), behaviour of the doctor (89 per cent), cleanliness at

the dispensary (82 per cent), helpfulness of the staff (80 per cent), behavior of the compounder and the

attender (79 per cent each), and medicines given at the dispensary (76 per cent).

Dissatisfaction with the behavior of the attendant was expressed by nine per cent of the users. Eight per

cent were dissatisfied with the behavior of the compounder and seven per cent with the cleanliness of

the veterinary dispensary.

Table 25: Satisfaction with quality of Veterinary Service in Gulbarga Division (Percentage)



Dissatisfied








76 14 5 5


82 7 3 7


90 7 1 3


69

Figure 22: Satisfaction with quality of Veterinary Service in Gulbarga Division (Percentage)

Mysore division

Table 26 and Figure 25 present that in Mysore division, 78 per cent of the respondents were completely

satisfied with the overall quality of service in the veterinary dispensary while 19 per cent indicated

partial satisfaction. Three per cent of the respondents were dissatisfied.

Behavior of the doctor and time taken to attend received complete satisfaction by 81 per cent and 79

per cent of the households respectively. Seventy-five per cent were completely satisfied with the

cleanliness of the dispensary. Complete satisfaction for the behavior of the compounder and for the

quality of service at the dispensary was expressed by 73 per cent and 70 per cent of the respondents

respectively. Sixty-four per cent and 60 per cent of the respondents indicated their complete satisfaction

for the behaviour of the attendant and medicines given at the veterinary dispensary.

Six per cent of the respondents reported dissatisfaction with the behaviour of the attendant. Five per

cent each were dissatisfied with the time taken to attend and quality of service received. Four per cent

were dissatisfied with the behavior of the doctor.

70

Table 26: Satisfaction with quality of Veterinary Service in Mysore Division (Percentage)



Dissatisfied








60 39 2 0


75 21 2 2


70 23 1 5


Figure 25: Satisfaction with quality of Veterinary Service in Mysore Division (Percentage)

71

Satisfaction with the quality of service – Karnataka

Complete satisfaction with the overall quality of service in the veterinary dispensary in all the divisions

put together was conveyed by 66 per cent of the households as evident from Table 27 and Figure 26

which are presented below. Twenty-five per cent of the households were partially satisfied and eight

per cent were dissatisfied with the overall quality of service.

Complete satisfaction was captured by 72 per cent of the households for the behaviour of the doctor

followed by time taken to attend (67 per cent), quality of service received at the dispensary (64 per

cent), and between 51 per cent and 62 per cent for other services.

Dissatisfaction with the medicines given at the dispensary was expressed by 11 per cent of the

respondents. Nine per cent each were dissatisfied with the behaviour of the attendant, helpfulness of

the staff and cleanliness of the dispensary.

Table- 27: Satisfaction with quality of Veterinary Service in All Divisions of Karnataka (Percentage)



Dissatisfied








54 29 7 11


62 23 6 9


64 19 9 8


72

Figure 26: Satisfaction with quality of Veterinary Service in All Divisions of Karnataka (Percentage)

Reasons for Dissatisfaction

Absence of a veterinary hospital close to the village

Non-availability and irregular doctors

Charging for treatment

Poor quality of treatment

Shortage and lack of medicines and far off dispensaries.

Suggestions for Improving the Quality of Service

Need to make all medicines available at the dispensary

Need to provide medicines free of cost

Doctors should visit animals at least once a week for check up

Appoint more veterinary doctors

Improve the quality of treatment, ensure availability of doctors always, keep the dispensary

open during working hours, and provide emergency treatment.

Comparison of service over last two years

It is seen from the Annexure 137 that 63 per cent of the households reported visiting the dispensary two

years ago. Across the divisions, more people (77 per cent) from Belgaum visited the dispensary two

years back.

Table 28 below indicates that 64 per cent of those who visited the veterinary dispensary two years back

conveyed that the services were better than before. Thirty-three per cent reported that the services

were the same as before. Two per cent observed a deterioration of service quality over the last two

years.

73

Gulbarga division recorded 86 per cent of people saying that the service quality was better than earlier.

In Belgaum division, while 36 per cent reported that the service was better than before, 61 per cent

reported that the services were the same as before. Four per cent of the households in Bangalore

division reported the services to be worse than before.







N 99 103 67 68 337

74

6. GOVERNMENT HIGH SCHOOL

High school or secondary education is from standards 8 to 10. The Department of Public Instruction is

the provider of this service in Karnataka. There are 4,132 secondary educational institutions in

Karnataka. Out of these, about 85 per cent are located in rural Karnataka. Free education is provided to

students in Government high schools. Other services include:

1. Free text books from Standard 1 to 10.

2. One set of uniform to all children from Standard 1 to 7. After Standard 7, uniforms are provided

only to girl students.

3. Bicycles to both girls and boys in Standard 8.

4. High school students belonging to SC/ST are given six notebooks and a compass box each year.

5. Mid-day meal scheme to incentivize attendance.

Quality control and monitoring is undertaken by Field Officers and Block Education Officers. The School

Development and Monitoring Committee (SDMC) is a body for grievance redressal and discussion. It

comprises nine elected members from the local community, five parents, an anganwadi/local medical

officer, a boy and a girl student each from the high school and a representative from the education

department.

A sample of 384 students studying in Government High Schools was covered under the study using

household interviews.

Demographic details

Class studied during 2009-10

The sample survey was represented by 35 per cent of the students each in Standards 9 and 10 and 30

per cent in Standard 8. Details are presented in Annexure 138.

Age in completed years of the student

Thirty-six per cent of the students interviewed were less than 15 years of age and 35 per cent were in

the age group of 15 to 16 years. While 24 per cent of the students were in the age group of 16 to 17

years, five per cent were aged above 17 years (Annexure 139).

Gender of the students

Fifty-three per cent of the students surveyed were males and 47 per cent were females as is evident

from Annexure 140.

75

Caste category

Annexure 141 indicates that a little less than half (47 per cent) of the students covered in the study

belonged to OBC category. One-third (33 per cent) belonged to SC/ST and the balance 20 per cent

belonged to general category.

Average size of households

The average size of the households covered under the study was found to be 5.6 (Annexure 142).

Possession of ration card

Majority of the students (70 per cent) reported that their households possessed BPL ration cards. While

21 per cent reported to have APL cards, six per cent stated that they owned AAY cards and three per

cent did not possess a ration card (Annexure 143).

Self-reported average annual income of the household

The study revealed that the average self-reported annual income of the households for 65 per cent of

the students was less than Rs. 12,000 (Annexure 144); 29 per cent reported between Rs. 12,001 and

20,000, whereas for four per cent of the households, the average annual income was in the range of Rs.

20,001 to 50,000. One per cent of the respondents each reported an annual income of Rs. 50,001 to one

lakh or more than Rs. one lakh.

Usage pattern

Average number of children per household attending school – Government or Private

The average number of children (both boys and girls) in a household attending Government High School

was 1.2 and 0.01 attended private schools which are apparent from Annexure 145.

Type of school the students attended

Almost all (98 per cent) the students were studying in the co-education mode (Annexure 146).

Medium of instruction

Medium of instruction was Kannada in 96 per cent of the schools where the students studied and in one

per cent, it was English. Mysore division reported 100 per cent Kannada medium (Annexure 147).

Access and Usage

Place of Residence of students during the last academic year

From Annexure 148, it can be deduced that during the last academic year, the place of residence for 95

per cent of the students attending Government High Schools was their homes while five per cent of the

students stayed in the Government Hostel.

Distance to the Government High School

The distance from the place of stay to the Government High School was found to be less than one

kilometer for 50 per cent of the students, one to three kilometers for 35 per cent of the students, 3-5

km for seven per cent and more than 5 km for eight per cent of the students (Annexure 149).

76

The shortest distance travelled was in Belgaum division where 66 per cent of the students reported

travelling less than one kilometer to the school. Fourteen per cent of the students, highest among other

divisions, travelled more than five kilometers in Gulbarga division to reach the school.

Nearness of the Government High School to the house/hostel

As given in Annexure 150, 87 per cent of the students reported that the Government High School they

were studying was the nearest one to their house/hostel.

Reasons for not going to the nearest school

Among the students who reported that the school they were attending was not the nearest Government

High School, major reasons for not going to the nearest school were found to be the poor quality of

education (38 per cent) and poor infrastructure facilities (30 per cent). Five per cent said that they did

not get admission and for another two per cent of the students, lack of extra curricular activities was the

reason (Annexure 151).

Usual mode of travel to the Government High School

It is observed from Annexure 152 that the mode of travel for 56 per cent of the students to reach the

school was the bicycle while 29 per cent walked. Other modes of travel included government bus (nine

per cent), private vehicles (four per cent) and auto (two per cent).

Time taken to reach the Government High School

The time taken to reach the government high school, as given in Annexure 153, is found to be less than

half an hour for 86 per cent of the students and 31-60 minutes for 13 per cent of the students. One per

cent of the students in Gulbarga division reported one to two hours to reach the government high

school.

Usage of Services provided at the Government High School (Annexure 154)

100 per cent of the respondents attended the government high school regularly. One per cent

of students each in Belgaum and Gulbarga divisions did not attend school regularly due to farm

work.

83 per cent paid fee to the school.

54 per cent of the students who paid the fee got receipts for the amount paid.

37 per cent of the students were getting scholarships.

77 per cent reported that the school conducted study tour during the last academic year.

59 per cent of the students participated in the study tour wherever it was conducted.

Average amount paid for various purposes (Rs.):

As indicated in Annexure 155, a maximum of Rs. 328.87 on an average was paid for study tours followed

by admission fee of Rs. 149.49, exam fee of Rs. 76.39, Rs. 56.26 towards sports events and Rs. 55.34

towards annual day celebrations.

Reasons for not participating in study tour last year

Family commitment was reported to be the main reason according to 65 per cent of the students who

did not take part in the study tour that was conducted last year by the Government High School

77

(Annexure 156). While 15 per cent could not afford to pay for the study tour, 16 per cent of the

students were not interested in participating in the study tour and five per cent gave other reasons like

no parental consent, etc.

Items given free at the government high school (Annexure 157)

92 per cent of the students reported that they received text books free of cost from the school.

All the students (100 per cent) stated that they received mid day meals.

89 per cent of the girl students reported that they received a free set of school uniform.

91 per cent of the respondents reported receiving a bicycle in Standard 8.

78 per cent of the SC/ST students said that they received free note books and a compass box

from the Government High School.

100 per cent of the students who received text books stated that they were given at the

beginning of every year.

99 per cent of girl students who received uniforms reported receiving one set every year.

99 per cent of SC/ST students who received note books and a compass box said that they were

issued in the beginning of every academic year.

Awareness on the items given free at the Government High School (Annexure 158)

The study indicated that 91 per cent of the students were aware that all the students should get

free text books every year.

88 per cent of the students were aware that all the girl students must get one set of free

uniform every year.

84 per cent reported to have known that all SC/ST students should get a set of note books and a

compass box every year.

98 per cent of the students were aware that all students in class 8 must receive a bicycle.

Regularity of teachers to the school

Teachers were always regular to the school as reported by 97 per cent of the students. Only three per

cent said that they were regular sometimes (Annexure 159).

Classes conducted regularly by the teachers

It can be observed from Annexure 160 that the teachers always conducted the classes regularly as

reported by 98 per cent of the students and two per cent said that the classes were conducted

sometimes, regularly.

Monthly tests conducted regularly

As per 86 per cent of the students interviewed (Annexure 161), the schools always conducted monthly

tests regularly. Fourteen per cent reported that the tests were conducted sometimes. Just one per cent

students from Belgaum division reported that the monthly tests were not at all conducted.

Home work given regularly

According to 90 per cent of the students, home work was always given regularly in the schools

(Annexure 162). Nine per cent said that home work was given sometimes. One per cent of the students

from Gulbarga division reported that the home work was not given at all.

78

Home work checked and corrected

Home work was always checked and corrected regularly as stated by 83 per cent of those interviewed

(Annexure 163). Seventeen per cent stated that home work was checked and corrected sometimes and

one per cent from Gulbarga division indicated that the home work was not checked or corrected

regularly.

Happy about quality of teaching in all subjects

Eighty-three per cent of the students were happy about the quality of teaching in all subjects (Annexure

164).

Ninety-eight per cent of students in Bangalore division reported being happy while 67 per cent in

Gulbarga division were happy about the quality of teaching.

Subjects for which teaching was not good

Among the students who were unhappy with the quality of teaching in different subjects, 46 per cent

said that they were not happy with the teaching in Mathematics, 40 per cent in English, 36 per cent in

Kannada, 12 per cent in social studies, 11 per cent in Hindi and six per cent in science. These are given in

detail in Annexure 165.

School conducts special classes

Fifty-six per cent of the students reported that special classes were conducted at the Government High

School (Annexure 166).

Subjects for which the school conducted special classes

The school conducted special classes for all subjects as reported by 41 per cent of the students

(Annexure 167). While 38 per cent of the students informed that the special classes were conducted for

Mathematics, 32 per cent of the students reported that the special classes were held for English

grammar and 23 per cent of the students reported that the special classes were conducted for science

subject.

Students taking private tuition

Only 11 per cent of the students reported taking private tuition as per Annexure 168.

Subjects in which the students took private tuition

Among the students who took private tuitions, English grammar and Mathematics were the subjects for

which most of the students (77 per cent and 71 per cent respectively) opted for private tuition

(Annexure 169). 43 per cent of the students took private tuition for science subject and 13 per cent for

all subjects.

Average fee paid for tuition per month

Those who took private tuition paid an average of Rs. 281 towards fee. The highest average amount of

Rs. 588 was paid in Gulbarga division (Annexure 170).

79

Parent Teachers’ Association (PTA)

According to the response received from 46 per cent of the students (Annexure 171), the Govt. High

School had a Parent Teachers’ Association. 19 per cent said that there was no Parent Teachers’

Association while 35 per cent of the students did not know whether the school had a Parent Teachers’

Association or not.

Frequency of PTA meetings held during the last academic year

As indicated in Annexure 172, 39 per cent of the students who said that there was a Parent Teachers’

Association in the school had informed that the PTA meeting was organized once a month. While 25 per

cent of the students reported that the PTA meetings were held quarterly, 18 per cent reported bi-

monthly meetings, 10 per cent reported half-yearly meetings, three per cent of the students reported

annual and one per cent reported that the PTA meetings were not held at all. Five per cent of the

students were not aware whether PTA meetings were held or not.

Aware of School Development and Monitoring Committee (SDMC)

As detailed in Annexure 173, 55 per cent of the students were aware of the School Development and

Monitoring Committee in their locality.

Frequency of SDMC meetings held during last academic year

Among those students who were aware of the SDMC in their locality, 43 per cent conveyed that the

SDMC meetings were held once a month (Annexure 174). Eighteen per cent said meetings were held

half half-yearly, 12 per cent said quarterly, 11 per cent said it was held bi-monthly, four per cent

reported annual meetings and one per cent of the respondents said meetings were not at all held.

Eleven per cent of the students however told that they did not know whether the SDMC meetings were

held or not.

Infrastructure and Facilities (Annexure 175)

School buildings were in good condition according to 93 per cent of the students interviewed.

97 per cent of the students reported that there were separate class rooms for each

standard/class.

57 per cent of the students reported availability of audio-visual facility in their schools.

Drinking water was available in the school according to 83 per cent of the students.

75 per cent indicated that toilet facilities were available in their schools.

Among the schools which had toilet facilities, 93 per cent of the students stated that there were

separate toilets for boys and girls in those schools and 73 per cent reported that water was

usually available in the toilets.

95 per cent reported having a play ground in their school compound.

59 per cent conveyed that their schools had the library facility. Among those who had libraries in

their schools, 73 per cent could access it.

Laboratory facilities were available in the schools as per 38 per cent of the students covered

under the study.

80

75 per cent informed that there was a notice board in their schools.

85 per cent of respondents reported that their schools conducted annual day last year.

Science, arts, music, sports and debate clubs were organized in the schools as informed by 27

per cent, 14 per cent, 27 per cent, 70 per cent and 45 per cent of the students, respectively.

67 per cent reported that the quiz and debate competitions were held in the school in the last

academic year.

Provision of benches and tables in the Government High School

According to 84 per cent of those interviewed, both tables and benches were provided to the students

in the schools (Annexure 176). 15 per cent of the respondents stated that they were provided only

benches and one per cent informed that the school did not provide either of them.

Assembly/Prayer conducted in the school

Ninety-nine per cent of the students stated that prayer was conducted every day in their schools. One

per cent reported that prayers were held once a week (Annexure 177).

Activities participated during the last academic year

As indicated in Annexure 178, twenty six per cent of the students reported to have participated in quiz

competitions. Nine per cent of the students participated in debates. 21 per cent participated in sports.

Participation in Science club activities and singing were reported by two per cent each. Other activities

(11 per cent) included arts club, rangoli, etc.

Problem and grievance redressal

From Annexure 179, following points emerged:

Only eight per cent of the respondents reported facing a problem at the Government High

School.

61 per cent of those who faced problems lodged a complaint.

83 per cent of the students who lodged complaint did so with the Head Master. Six per cent

each complained to a teacher, the PTA or the SDMC.

Among those who lodged a complaint, 76 per cent said that their problems were solved.

Among those whose problems were solved, 62 per cent said that they were completely satisfied

with the grievance redressal; 31 per cent were partially satisfied and eight per cent expressed

dissatisfaction.

Nature of problem faced

Problem with teachers (reported by 25 per cent)

No English teacher (25 per cent)

No Science teacher (18 per cent)

School building in bad condition (11 per cent)

81

No laboratory (11 per cent)

Water problem (10 per cent)

Other problems faced included shortage of staff, and poor library and PT facilities.

Most problems were faced in Belgaum division followed by Mysore division. However, problems were

not reported by students in Bangalore or Gulbarga divisions.

Corruption

It is evident from Annexure 180 that 10 per cent of the respondents reported paying extra money or

bribe at the Government High Schools during the last academic year. Twenty-six per cent of the students

in Belgaum division, seven per cent in Bangalore division and three per cent in Mysore division reported

to have paid extra money. No reports of corruption were received from Gulbarga division.

Extra money/bribe was paid by 36 per cent of the students at the time of admission, by 44 per cent in

order to obtain textbooks/notebooks/uniform/bicycle, and by 67 per cent for other purposes.

Average amount paid

Thirty-four students in all reported paying extra money and the average was Rs. 264.35 as indicated in

Annexure 181.

Money demanded / paid voluntarily

Seventy-nine per cent of those who paid extra money reported to have paid on demand and 21 per cent

paid it voluntarily (Annexure 182).

Citizen charter

Awareness

Annexure 183 indicates the following: Seven per cent of the students were aware of the Citizen Charter in Government High Schools.

Of those who knew about it, 71 per cent reported seeing it in the High School.

Among those who reported seeing the Citizen Charter, 82 per cent saw it on the notice board,

six per cent in the library and 12 per cent in other locations like staff room and office.

For 12 per cent of the respondents, the citizen charter was useful in getting information about the school. Six per cent each reported that it helped them to study well, in getting admission and to understand the structure of the school.


Bangalore Division

In Bangalore division, 87 per cent were completely satisfied and nine per cent were partially satisfied

with the overall quality as is given in Table 29 and Figure 27 below. Three per cent of the students were

dissatisfied with the overall quality of service in Government High Schools.

82

Complete satisfaction was expressed with the behavior of teachers (97 per cent), quality of teaching (96

per cent), quality of mid-day meal (95 per cent) and play ground (94 per cent). School building and text

books and the uniform attracted complete satisfaction from 88 per cent and 86 per cent of the students.

Only 33 per cent of the students were completely satisfied with the laboratory facilities and 52 per cent

with the library facilities in the Government High School.

Dissatisfaction by 40 per cent of the students was reported on laboratory facilities and by 30 per cent on

library facilities. Poor toilet facilities and drinking water were among others with which students were

dissatisfied.

Table 29: Satisfaction with quality of Government High Schools in Bangalore Division (Percentage)

Level of satisfaction Neither satisfied

nor dissatisfied

Dissatisfied


Text books, uniform 86 6 1 6

School building 88 7 0 4

Play ground 94 3 0 3

Toilet facilities 65 12 0 23

Drinking water facility 65 15 0 20

Library 52 17 1 30

Laboratory facilities 33 26 2 40

Quality of teaching 96 4 0 0

Behaviour of teachers 97 3 0 0

Extracurricular activities 68 18 0 14

Quality of mid day meal 95 4 0 1


83

Figure 27: Satisfaction with quality of Government High Schools in Bangalore Division (Percentage)

Belgaum Division

According to Table 30 and Figure 28 below, in Belgaum division, complete satisfaction with overall

quality of government high school was reported by 46 per cent of the students. Forty-five per cent were

partially satisfied and three per cent were dissatisfied with the overall quality.

Belgaum division seemed to score low on all parameters for complete satisfaction. Complete satisfaction

was indicated for behaviour of teachers by 58 per cent of the students, by 54 per cent for the quality of

teaching, by 53 per cent for the mid-day meal scheme and by 52 per cent for the school building. Only

nine per cent of the students reported complete satisfaction for the toilet facilities.

Dissatisfaction levels were higher in Belgaum compared to Bangalore division. Sixty per cent of the

students were dissatisfied with the available library facilities. Thirty-eight per cent were dissatisfied with

the toilet facilities and 29 per cent with the laboratory facilities. Twenty-two per cent each were

dissatisfied with the state of the school building and drinking water facilities.

84

Table 30: Satisfaction with quality of Government High Schools in Belgaum Division (Percentage)


nor dissatisfied

Dissatisfied







Library 13 26 2 60







Figure 28: Satisfaction with quality of Government High Schools in Belgaum Division (Percentage)

85

Gulbarga Division

In Gulbarga division, it was observed that complete satisfaction with the overall quality of service was

expressed by 97 per cent of the students while three per cent were partially satisfied.

With respect to various parameters, complete satisfaction was reported by 96 to 99 per cent of the

students for supply of textbooks, uniforms, behavior of teachers, quality of teaching, school building and

playground, and mid-day meals. 85 per cent were completely satisfied with the drinking water facilities,

84 per cent with the extra-curricular activities and 36 per cent of the students for the laboratory

facilities.

A majority of 61 per cent reported dissatisfaction with the laboratory facilities, 28 per cent with toilet

facilities and 20 per cent with library facilities. 14 per cent of the respondents were dissatisfied with the

drinking water facilities. The above details are given in the following Table 31 and Figure 29.

Table 31: Satisfaction with quality of Government High Schools in Gulbarga Division (Percentage)


nor dissatisfied

Dissatisfied







Library 70 8 2 20







86

Figure29: Satisfaction with quality of Government High Schools in Gulbarga Division (Percentage)

Mysore Division

In Mysore division, 76 per cent of the students were completely satisfied with the overall quality of

service provided to them by the Government High Schools. While 21 per cent were partially satisfied,

two per cent of the students were dissatisfied with the overall quality of service.

Ninety-seven per cent of the students were completely satisfied with the playground and 91 per cent

with the school building. Eighty-nine per cent were completely satisfied with the textbooks and uniform

supplies they received; whereas, 88 per cent were completely satisfied with the quality of teaching.

Behaviour of teachers and quality of mid-day meal attracted complete satisfaction by 85 per cent and 86

per cent of the respondents respectively. Partial satisfaction by 52 per cent was reported on the extra-

curricular activities.

Major dissatisfaction was reported by 48 per cent of the students with laboratory facilities. Twenty per

cent were dissatisfied with the library facilities and nine per cent with extra-curricular activities. Toilets

and drinking water were both equally dissatisfying for seven per cent of the students each.

The above results are given in detail in the following Table 32 and Figure 30.

87

Table 32: Satisfaction with quality of Government High Schools in Mysore Division (Percentage)


nor dissatisfied

Dissatisfied







Library 59 20 1 20







Figure 30: Satisfaction with quality of Government High Schools in Mysore Division (Percentage)

88

Satisfaction with quality of Government High Schools in Karnataka

Across the divisions, 76 per cent of the students expressed complete satisfaction with the overall quality

of service in the Government High Schools, and 20 per cent expressed partial satisfaction. Two per cent

were dissatisfied (Table 33 and Figure 31).

Complete satisfaction was experienced by 80 per cent of the students and above with regard to the

behavior of the teachers (84 per cent), quality of teaching (83 per cent), school building and quality of

mid day meal (81 per cent each) and in the supply of text books and uniform (80 per cent). Play ground,

drinking water facility and extracurricular activities in the high schools attracted complete satisfaction

from 79 per cent, 65 per cent and 58 per cent of the respondents respectively.

Dissatisfaction was expressed by 26 per cent each of the students for the library and laboratory facilities

in the government high schools. Twenty-one per cent expressed dissatisfaction over toilet facilities and

15 per cent on drinking water facilities in the schools.

Table 33: Satisfaction with quality of Government High Schools in all Divisions (Percentage)

Level of satisfaction Neither

satisfied nor

dissatisfied

Dissatisfied







Library 40 15 1 26







89

Figure31: Satisfaction with quality of Government High Schools in Karnataka (Percentage)


Lack of library facilities

Want of laboratory facilities

No toilet facilities

Poor condition of buildings

No water for drinking or in toilets

Inadequate teaching staff

Suggestions for improving the quality of service in the Govt. High Schools

Improve the condition of buildings

Create library and laboratory facilities

Provide toilet facilities with water

Provide water for drinking

Provide books on time and in sufficient quantity

Fill the vacant posts with good teaching experience, and improve sports facilities.

Comparison of service quality over the past two years

Exactly half of the respondents reported that a member of their household had attended the same

school two years back and the other half responded in negative.

90

Among the 50 per cent who reported that a household member had attended the same school two

years back, 81 per cent indicated that the quality of service was better at present. Nineteen per cent of

the respondents informed that the quality of service was the same as before (Table-34).

Table 34: Service quality since two years (Percentage)




N 29 68 44 50 191

91

7. PRIMARY HEALTH CENTRE

The Health and Family Welfare Services Department provides health care services to the people of the

State. At the primary level, primary health care is provided by a rural network comprising Sub-centers,

Primary Health Centers and Community Health Centers. All services are provided free of cost to patients.

There is no consultation fee either. In Karnataka there are 2,193 PHCs. PHCs at the rural level are

important for disseminating information, education and communication on family welfare and planning

programmes.

Responses from 486 users were sought through exit and tracer interviews on the quality of service in the

Primary Health Centers. The data is analyzed below:

Demographic profile


Age of the respondents interviewed varied from less than 15 to more than 60 years (Annexure 184). A

majority of 51 per cent was in the range of 16 to 30 years followed by 38 per cent between 31 to 60

years. While nine per cent of the people were above 60 years, 25 were under 15 years.

Gender of the respondents

The sample consisted of 56 per cent females and 44 per cent males (Annexure 185).

Caste category

Caste category of the sample was found to be 38 per cent SC/ST, 31 per cent OBC and 30 per cent

general as is presented in Annexure 186.

Occupation of the respondents

From Annexure 187, it is found that cultivators comprised 39 per cent of the sample, 27 per cent were

housewives and 20 per cent were labourers. While students accounted for six per cent, petty shop

owners and employees were two per cent each.


Education level of the respondents indicated that 36 per cent were illiterates. Eighteen per cent had completed higher primary and 16 per cent had completed secondary school. Twelve per cent had studied up to lower primary whereas seven per cent had completed PUC and seven per cent were literates without a formal schooling. Graduates constituted two per cent of the sample and one per cent diploma-holders (Annexure 188).

Type of ration card owned

Most of the respondents belonged to BPL category (84 per cent) followed by 11 per cent APL and two

per cent AAY card holders (Annexure 189). Three per cent of the respondents expressed that they did

not know the type of ration card they owned.

92

Self-reported annual income of the household

Seventy-six per cent of the sample size consisted of people with a self-reported annual income of less

than Rs. 12,000. Twenty-one per cent reported their annual income in the range of Rs. 12,001 to 20,000

and two per cent between Rs. 20,001 to 50,000 (Annexure 190).

Usage and Access

Distance to PHC from house

The information from the respondents was collected at the PHC through exit interviews. The distance

from the residence to the PHC was less than one kilometer for 55 per cent of the respondents, one to

three kilometers for 17 per cent, and three to five kilometers for 13 per cent and more than five

kilometers for 15 per cent of the respondents (Annexure 191).

More people (29 per cent) in Gulbarga Division reported that the distance was more than five kilometers

from their home to PHC.

Mode of transport to reach the PHC

It was found that half (50 per cent) of the respondents walked to reach the PHC from their homes

(Annexure 192). Nineteen per cent travelled by autos and 18 per cent travelled by government buses.

Private vehicles were the mode of transport for four per cent of the respondents and one per cent each

used bicycles and ambulance.

Time taken to reach the PHC

Time taken to reach the PHC as extracted from Annexure 193 was less than half an hour for 88 per cent

of the patients. It took 31 to 60 minutes for 11 per cent of the respondents and one to two hours for

one per cent of the patients.

Type of illness for which treatment was sought

The study has indicated that 21 per cent of the cases were treated for fever, 18 per cent were delivery

cases, eight per cent each were treated for stomach and headaches, six per cent for cough, five per cent

each for pain in the body and limbs, four per cent each for cold and diarrhea and three per cent for

vomiting (Annexure 194). Other illnesses constituted 33 per cent and included problems such as

weakness, blood pressure, poor eyesight, wounds, diabetes, etc. accounting for less than three per cent

each.

In-patient / out-patient treatment

In accordance with the sampling plan (one-third in-patients and two-thirds out-patients), out-patients

outnumbered the in-patients for treatment in the PHCs. The percentages are 69 and 31 in that order

(Annexure 195).

Service (during current visit) (Annexure 196)

Guidance for the treatment procedure in the PHC during the current visit was sought by 23 per

cent of the patients.

Doctor was available as reported by 84 per cent of the patients when they visited the PHC.

93

Doctors listened patiently to 98 per cent of the patients.

Doctors’ chamber was clean as reported by 98 per cent of the respondents.

In 88 per cent of the cases, doctors prescribed medicines.

All those who were prescribed medicines received them free of cost in the PHC.

Laboratory tests were prescribed for 16 per cent of the respondents.

79 per cent of the in-patients reported that they were given beds soon after their admission.

The ward was kept clean according to 83 per cent of the in-patients.

89 per cent of in-patients reported that the nurses attended to them whenever required.

6 per cent of the respondents indicated that they paid for treatment in the PHC.

Across divisions

91 per cent in Mysore division reported that the doctor was available at the PHC while the

corresponding figures for Bangalore, Belgaum and Gulbarga divisions are 78 per cent, 88 per

cent and 81 per cent respectively.

100 per cent of the respondents in Mysore division informed that the doctor listened to them

patiently and that the doctor’s chamber was clean.

In Bangalore division, 100 per cent of the in patients were given beds immediately after their

admission; while in Gulbarga division, only 45 per cent got the beds soon after the admission.

Wards were kept clean as reported by 92 per cent and 91 per cent of the patients in Bangalore

and Mysore divisions, while 72 per cent and 78 per cent reported cleanliness in Belgaum and

Gulbarga divisions.

100 per cent in-patients in Bangalore division said that the nurses attended to them; while in

Mysore it was 69 per cent, the lowest among the divisions.

11 per cent paid for treatment in the PHC in Bangalore, nine per cent in Belgaum and three per

cent in Mysore division. In Gulbarga division, nobody reported to have paid for treatment.

Source of guidance for the procedure to be followed in the first visit

Among the 23 per cent of people who sought guidance during the first visit, 57 per cent of them

reported that they sought guidance from the staff of the PHC for the procedure to be followed

(Annexure 197). Other patients guided 32 per cent of the respondents and 11 per cent of them

approached the attendants for guidance.

Waiting period for the doctor to arrive

For those who reported that the doctor was not available at the PHC during their visit, the waiting

period for the doctor to arrive varied from less than 15 minutes to more than one hour (Annexure 198).

It was less than 15 minutes for 30 per cent, 16 to 30 minutes for 31 per cent, half to one hour for nine

per cent and more than one hour for 30 per cent of the patients.

The waiting period was more in Bangalore division where 56 per cent of the respondents waited for

more than one hour for the doctor to arrive; whereas in Mysore division, the waiting period was less as

55 per cent said that the doctor arrived within 15 minutes. Following Figure- 32 describes the above:

94

Figure 32: Waiting period for the doctor to arrive (Percentage)

Procedure to see the doctor

As indicated by 79 per cent of the patients (Annexure 199), the procedure adopted by the PHCs to see

the doctor was first-come-first-served basis. According to 13 per cent of the respondents, there was no

procedure adopted to see the doctor in the PHCs and eight per cent reported that there was token

system in the PHCs.

More users in Mysore division (23 per cent) reported that there was no procedure followed in the PHCs.

Waiting period to see the doctor after his /her arrival

Seventy-six per cent of the patients informed that they had to wait for less than 15 minutes to see the

doctor after his arrival at the PHC. For 23 per cent, the waiting period was 16 to 30 minutes and for just

one per cent, it was between 31 minutes to one hour (Annexure 200).

Availability of doctor during the course of treatment

Three-fourths of the patients said that the doctors were always available in the PHC during the course of

treatment and one-fourth reported that the doctors were available sometimes during the course of

treatment (Annexure 201).

Received prescribed medicines at PHC

As per Annexure 202, 49 per cent of the patients who were prescribed medicines by the doctor at the

PHC reported to have received all the prescribed medicines from the PHC. Forty-three per cent said that

they received some of the medicines prescribed and eight per cent of the patients conveyed that they

did not receive any prescribed medicines at the PHC.

95

In Mysore division, 23 per cent of the in-patients, highest among the divisions, did not receive any of the

prescribed medicines.

Receipt of expired medicines from the PHC

Four per cent of the patients who received medicines at the PHC reported receiving expired medicines

(Annexure 203). Sixty-nine per cent reported that they did not receive any expired medicines from the

PHC. Twenty-seven per cent reported that they did not know whether they received any expired

medicine or not.

While in Gulbarga division, 10 per cent of the patients reported receiving expired medicines, in Belgaum

and Bangalore divisions, five per cent and one per cent respectively reported receiving expired

medicines from the PHCs.

Place where laboratory tests conducted

Seventy-four per cent of the patients for whom diagnostic tests were prescribed, reported that the

laboratory tests were conducted at the PHCs (Annexure 204). Twenty-six per cent of the patients

reported that the laboratory tests were conducted at the private laboratories.

In Gulbarga and Belgaum divisions, laboratory tests were conducted at the PHC as informed by 96 per

cent and 88 per cent of patients, respectively. However, in Mysore division, 63 per cent and in Bangalore

Division, 25 per cent of the respondents reported to have got the tests done in the PHCs. It was

observed that more people (75 per cent) in Bangalore division got the tests done privately.

Time taken by the PHC staff for admission process

The admission process took less than 15 minutes for 77 per cent of respondents, 16 to 30 minutes for 21

per cent of the patients and 31 to 60 minutes for one per cent of them (Annexure 205).

Awareness on the services to be provided by the PHC (Annexure 206)

86 per cent of the in-patients said that they were aware of the provision of free bed in the PHC.

85 per cent of the in-patients knew that the ward has to be cleaned regularly.

76 per cent of the in-patients informed that they knew about the availability of nurse on call at

all times.

80 per cent of the respondents were aware that consultation was free in the PHCs.

91 per cent of the respondents were aware that treatment was to be provided free in the PHCs.

89 per cent of the respondents were aware that the medicines were to be provided free in the

PHCs.

54 per cent of the respondents were aware that diagnostic tests were to be carried out free of

cost in the PHCs.

Average amount paid

Majority of the patients reported to have paid on an average Rs. 94.80 for treatment, Rs. 90 for

medicines and Rs. 89.80 for laboratory tests (Annexure 207).

There was no report of paying any fee for the services in the PHCs from Gulbarga division.

96

Cured after treatment

According to 39 per cent of the respondents, the treatment was successful and they were cured after

treatment in the PHCs (Annexure 208). Three per cent of the patients reported otherwise. Fifty-eight

per cent of the patients reported that they were still under treatment.

Grievance and problem redressal

Problems in general were faced at the PHCs by two per cent of the respondents. However, no

problems were reported in Gulbarga and Mysore divisions.

Problems faced by the patients in the PHCs were non-availability of medicines (reported by 37

per cent), doctors coming late to the PHC (27 per cent), and extracting money from the patients

(18 per cent), not issuing medicines (9 per cent) and absence of night duty doctors (9 per cent).

Of those who reported facing problems, 14 per cent lodged a complaint. Among the two

respondents who lodged a complaint, 50 per cent knew whom to contact and the other 50 per

cent said that they came to know through the PHC staff.

The two complaints were lodged with the PHC attendant and the local MLA.

Both complainants reported that the problem was not solved. Both were dissatisfied with the

grievance redressal.

Citizen charter

Eight per cent of the respondents were aware of the existence of the Citizen Charter. Highest

awareness was in Mysore division where 23 per cent knew about the Citizen Charter.

Among those who were aware of the Citizen Charter, 79 per cent had seen it.

97 per cent of the people who had seen the Citizen Charter reported seeing it on the notice

board of the PHC. Three per cent reported to have seen it in the newspaper.

For 15 per cent of the patients, the citizen charter was useful during admission and for 49 per

cent of them, it was helpful during treatment. Two per cent found it useful to lodge a

complaint. However, 14 per cent of the respondents reported that it was not useful.

Division wise details are presented in Annexure 209.


Bangalore division

Overall quality of service in the PHCs in Bangalore division was rated completely satisfactory by 93 per

cent of the respondents as is seen from the Table 35 and Figure 33 below. Five per cent were partially

satisfied and two per cent were dissatisfied.

Behaviour of doctors captured maximum complete satisfaction by 94 per cent of the patients.

Cleanliness of the PHC was at complete satisfaction level for 86 per cent of the users followed by

behavior of nurses to 76 per cent of the patients.

Dissatisfaction was conveyed by just two per cent of the users for the overall quality of services in the

PHCs. Twenty-five per cent of the users was dissatisfied with the laboratory services.

97

Table 35: Satisfaction with Quality of Service in Bangalore Division (Percentage)

Extent of satisfaction Neither satisfied

nor dissatisfied

Dissatisfied


Time taken to attend 65 34 0 1


Behaviour of attendants 54 43 0 3

Behaviour of nurse 76 21 1 2

Helpfulness of staff 48 48 1 2

Cleanliness of PHC 86 14 0 0

Cleanliness of linen 39 47 0 13

Laboratory services 20 43 12 25

Medical /surgical treatment 82 18 0 0


Figure 33: Satisfaction with Quality of PHC Service in Bangalore Division (Percentage)

Belgaum division

Twenty-five per cent of the patients were completely satisfied with the overall quality of service in the

PHCs in Belgaum division; 61 per cent were partially satisfied and 12 per cent were dissatisfied with the

overall quality of service at PHCs.

98

Complete satisfaction level was not more than 33 per cent for any of the indicators. Behaviour of

doctors and cleanliness gave complete satisfaction to 33 per cent of the respondents.

Dissatisfaction was expressed by 41 per cent for laboratory services.

Following Table 36 and Figure 34 explain the above factors:

Table 36: Satisfaction with Quality Of Service in Belgaum Division (Percentage)


nor dissatisfied

Dissatisfied












Figure 34: Satisfaction with quality of Service in PHCs in Belgaum Division (Percentage)

99

Gulbarga division

Overall quality of service in the PHCs of Gulbarga division was completely satisfactory for almost 95 per

cent of the users. Two per cent were partially satisfied while two per cent were dissatisfied with the

overall quality of service.

Ninety-three per cent each of the respondents conveyed complete satisfaction with time taken to

attend and cleanliness of the PHC. Ninety-two per cent were completely satisfied with the behavior of

the doctor; 91 per cent each with the behavior of nurses and the helpfulness of the staff; 88 per cent

reported complete satisfaction with the cleanliness of linen and attendant’s behavior and 79 per cent

reported complete satisfaction with laboratory services.

A mere two per cent of the respondents expressed dissatisfaction with the overall quality of service in

the PHCs in Gulbarga division.

The above findings are given in Table 37 and Figure 35 below:

Table 37: Satisfaction with Quality of Service in Gulbarga Division (Percentage)


nor dissatisfied

Dissatisfied












100

Figure 35: Satisfaction with Quality of Service in PHCs in Gulbarga Division (Percentage)

Mysore division

Eighty-two per cent reported complete satisfaction with the overall quality of service in PHCs in Mysore

division. Partial satisfaction was expressed by 18 per cent of the respondents.

Cleanliness of PHCs was a matter of complete satisfaction for 99 per cent of the respondents. Behavior

of doctors was reported as complete satisfaction by 94 per cent of the respondents and the time taken

to attend was completely satisfactory for 91 per cent of the patients.

Dissatisfaction was reported by 38 per cent of the respondents for laboratory services in the PHCs.

Table 38 and Figure 36 below represent the above findings:

101

Table 38: Satisfaction with Quality of Service in Mysore Division (Percentage)


nor dissatisfied

Dissatisfied












Figure 33: Satisfaction with Quality of Service in PHCs in Mysore Division (Percentage)

102

Overall Satisfaction with the quality of service in Karnataka

Across the divisions, 72 per cent of the users of services in PHCs conveyed complete satisfaction for the

overall quality of service. While 23 per cent reported partial satisfaction, four per cent of the patients

reported dissatisfaction with overall quality of service.

Seventy-seven per cent of the respondents expressed complete satisfaction with the behavior of the

doctors. 76 per cent were completely satisfied with the cleanliness of the PHC, 67 per cent with the time

taken by the PHC staff to attend to the patient and 66 per cent with the behavior of nurses.

Dissatisfaction was indicated by 25 per cent of the respondents on laboratory services and by 11 per

cent on cleanliness of linen.

The above findings are extracted from Table 39 and Figure 37.

Table 39: Satisfaction with Quality of Service in All Divisions of Karnataka (Percentage)

Extent of satisfaction Neither

satisfied nor

dissatisfied

Dissatisfied












103

Figure 37: Satisfaction with Quality of Service in PHCs in Karnataka (Percentage)


Poor quality of treatment

Doctors not arriving on time

Non-availability of medicines at the PHC

Doctors asking for money

Non-availability of doctors at night, shortage of doctors, lack of laboratory equipment and

charging high fee.

Suggestions for improving the quality of service in the PHC

Ensure availability of all medicines in the PHC

Filling of vacant posts of doctors as there was shortage of doctors

Improving quality of treatment

Hiring additional staff

Posting a lady doctor

Employing full-time and night-duty doctors, improving laboratory facilities, increasing the

number of beds, and providing clean drinking water.

Comparison of quality of service over two years

Visited PHC two years ago (Annexure 210)

Seventy-five per cent of the respondents across the divisions reported to have visited the PHC two years

back.

104

Comparison of quality of service over two years

Seventy-six per cent of the users who visited the PHC and availed the services two years ago reported

that there was improvement in the quality of service; 23 per cent reported that the services were the

same as before while one per cent stated that the quality of services was worse than before.

The data for Mysore division showed that only 54 per cent quoted an improvement and 45 per cent said

there was no change. However, in Bangalore division, 90 per cent of the respondents said that the

service quality was better than two years ago (Table 40).

Table 40: Comparison of quality of service over two years (Percentage)






N 106 92 66 93 357

105

8. DISTRICT HOSPITAL – IN-PATIENTS

Under the Health and Family Welfare Services Department, healthcare services are provided to the

people of the State. At the district level, District Hospitals provide preventive, promotive and curative

services with 12 specialties. 24-hr Emergency, Casualty, Blood Banks, AIDS screening, Radiology are

some services made available at the district hospitals. All services are provided free of cost to patients.

There is no consultation fee either.

A sample of 240 inpatients was interviewed from eight district hospitals to get feedback on the quality

of service in these hospitals. The summary of responses is as follows:

Demographic profile


While 44 per cent were found to be aged between 16 to 30 years, 46 per cent of the users were in the

age group of 31 to 60 years and 9 per cent were above 60 years (Annexure 211).

Gender of the respondent

The sample covered 59 per cent male and 41 per cent female respondents (Annexure 212).

Caste category of the respondents

Annexure 213 clearly indicates that 47 per cent of the respondents belonged to the OBC category, 37

per cent were SC/ST and 16 per cent belonged to general category.

Average family size

Average family size of the respondents was found to be 6.3 according to Annexure 214.

Occupation of the respondents

Cultivators (40 per cent), labourers (27 per cent) and house wives (22 per cent) comprised majority of

the respondents (Annexure 215).


Forty-two per cent of the respondents were illiterate. Of the others, 14 per cent had completed higher

primary; 13 per cent lower primary and 13 per cent secondary school. Nine per cent had studied up to

PUC level. Five per cent were literate without formal schooling and two per cent each were graduates

and post-graduates (Annexure 216).

Type of ration card owned/Economic status

Eighty-eight per cent of the respondents owned BPL cards and 10 per cent had APL cards. Two per cent

of the users owned AAY cards. Details are provided in Annexure 217.

Annual income of the households

The annual income of the households is given in Annexure 218. Responses from 72 per cent of the users

of the facilities in the district hospital revealed that their self-reported yearly income was below Rs.

106

12,000; 24 per cent reported an annual income of Rs. 12,001 to Rs.20, 000; three per cent said their

annual household income was between Rs. 20,001 and Rs. 50,000 and one per cent of the respondents

indicated above Rs. 1 lakh.

Usage pattern

Mode of transport to reach the district hospital

For most of the users (40 per cent), as provided in Annexure 219, government bus was the mode of

transport to reach the district hospital. Auto rickshaws were the mode of transport for 25 per cent of

the users. Private vehicles and ambulance services were used by 16 per cent each of the respondents

and two per cent used two wheelers to reach the district hospital.

Time taken to reach the district hospital

The time taken by 40 per cent of the users to reach the district hospital was less than 30 minutes

(Annexure 220); 31 per cent of them took half to one hour and 23 per cent took one to two hours. It

was more than two hours for six per cent of the users.

Eighty-two per cent of the users in Bangalore division reported that it took less than 30 minutes for

them to reach the district hospital. But, in Gulbarga division, 23 per cent took more than two hours to

reach the district hospital.

Reasons for choosing this particular hospital for treatment

A little less than three-fourths of the users (73 per cent) had indicated low cost of treatment as the main

reason to prefer district hospital for treatment. Better treatment was the reason for 12 per cent of the

patients and nine per cent of the cases were referred by doctors to the district hospitals (Annexure 221).

Type of illness for which treatment was sought in the district hospital

Sixteen per cent of the patients each reported that they sought treatment for accidents and delivery

cases in the district hospitals (Annexure 222). Other major illnesses reported included eye problem,

vomiting, stomach pain, headaches, fractures, etc., which did not account for more than five per cent

each.

For the same illness, whether treatment was taken at other health facility

It was reported by 31 per cent of the individuals (Annexure 223) that they took treatment from another

health facility for the same illness.

Where the treatment was taken

Forty-six per cent of the patients who took treatment for the same illness at another health facility also

took treatment from the district hospital and 27 per cent each preferred private clinics and private

hospitals (Annexure 224).

107

Services

Place of admission within the hospital

Sixty-six per cent of the patients reported to have got admitted in the in-patient ward and 34 per cent in

the emergency ward (Annexure 225).

Feed back on availability of medicines and facilities (Annexure 226)

Guidance for admission procedure was sought by 32 per cent of the patients.

89 per cent reported to have received a bed soon after admission.

97 per cent of the individuals who did not receive a bed immediately after admission, received beds

during hospitalization.

According to 88 per cent of the patients, doctors listened to them patiently.

Among those who received all or some of the prescribed medicines from the hospital, six per cent

said that they paid for the medicines at the District Hospital.

For 48 per cent of the patients, laboratory and diagnostic tests were prescribed.

Among those who were prescribed laboratory/diagnostic tests, 30 per cent of them informed that

the equipments for the tests prescribed were non functional.

Among those respondents who reported that the diagnostic equipment in the District Hospital was

not functioning, 58 per cent utilized the facilities at the private diagnostic centres.

69 per cent of the inpatients told that they were given food in the hospital during their stay.

94 per cent of those who were provided food informed that it was provided free of cost .

90 per cent of those who were provided food reported that they consumed the food.

58 per cent of the inpatients informed that they paid the hospital bills in the District Hospital.

76 per cent of them reported to have got the receipts for the payment made.

77 per cent of the inpatients reported that they were cured of their ailments after getting treatment

in the District Hospitals.

Awareness

91 per cent of the respondents reported that they were aware that free beds are to be provided in

the District Hospital for the inpatients.

Awareness on the ward to be kept clean in the District Hospital was expressed by 89 per cent of the

people interviewed.

78 per cent of the respondents knew that the bed sheets should be changed daily.

Provision for free food for the inpatients in the District Hospital was known to 83 per cent of the

individuals.

The facility that the nurse on call was known to 82 per cent of the respondents.

Source of guidance for the admission procedure (Annexure 227)

For 65 per cent of those who sought guidance at the time of admission, the source was the

enquiry/registration counter in the hospital. Other patients at the hospital were the source of guidance

for 26 per cent of the respondents. Three per cent each found the information from the notice board

108

and other visitors to the hospital. Other sources accounting for four per cent included hospital staff and

Asha workers.

Time taken for the admission process (Annexure 228)

Time taken for the admission process in the district hospital was less than 15 minutes as reported by 79

per cent of the inpatients; 17 per cent of the respondents said it took 16 to 30 minutes, while for three

per cent,, it was 31-60 minutes. Only one per cent said that it took more than one hour for the

admission procedure.

In Belgaum Division five per cent reported waiting for more than one hour.

Time taken by the hospital staff to attend in emergency/in patient ward after admission (Annexure

229)

Around 61 per cent of the patients reported that the hospital staff took less than 15 minutes to attend

to them in the emergency/inpatient ward after they got admitted and 34 per cent informed that the

staff took 16 to 30 minutes to attend to them. Four per cent reported that the hospital staff took half to

one hour to attend to them and one per cent said that it took over one hour.

In Bangalore division, more number (80 per cent) of respondents reported that they were attended to

within 15 minutes of their admission.

Duration of stay in the District Hospital for treatment (Annexure 230)

The duration of stay in the district hospital for treatment was found to be less than one week for 64 per

cent of the patients and one to two weeks for about 29 per cent of them. Only three per cent said that

they had to stay for three to four weeks and another three per cent reported that they stayed for more

than a month.

Doctors attending on patients (Annexure 231)

It was reported by 69 per cent of the respondents that the doctors attended at all times while 27 per

cent reported that the doctors attended sometimes. Four per cent of the respondents however

reported that the doctors did not attend to them at all during the course of treatment.

Across divisions, 42 per cent in Gulbarga division reported that the doctors were present at all times,

while 43 per cent said ‘sometimes’. Fifteen per cent of the respondents, highest among other divisions,

said that the doctors never attended to them.

Presence of Nurses whenever required (Annexure 232)

65 per cent of the inpatients reported that the nurses in the District Hospitals attended to them all the

times; whereas 33 per cent of the respondents reported that the nurses attended to them sometimes,

and 2 per cent said that they did not attend to them at all.

Received Prescribed Medicines (Annexure 233)

33 per cent of the inpatients across the divisions reported that they received all prescribed medicines at

the District Hospital. 58 per cent reported that they received some prescribed medicines and 10 per cent

reported receiving none of the prescribed medicines.

109

Cleanliness of In-Patient Ward (Annexure 234)

The inpatient ward was always kept clean as per the response received from 68 per cent of the

respondents. 22 per cent reported that the ward was kept clean sometimes. 10 per cent reported that

the inpatient ward was not at all clean in the District Hospitals.

Across divisions, the response for cleanliness of the inpatient ward always, ranged from 47 per cent to

86 per cent; highest in Mysore and lowest in Gulbarga.

Cleanliness of toilets (Annexure 235)

Thirty-seven per cent of the patients reported that the toilets in the district hospital were kept clean

always. 46 per cent of the individuals reported that the toilets were clean sometimes and 17 per cent

said that the toilets were not at all clean in the District Hospitals.

In Belgaum division, only 12 per cent said toilets were clean all the time. However, in Gulbarga division

38 per cent reported that the toilets were not at all clean.

Quality of drinking water (Annexure 236)

The quality of drinking water provided in the District Hospital was reported to be tasteless as informed

by 59 per cent of the inpatients and it was salty for 29 per cent of them. 11 per cent could not say

anything about the quality.

Reasons for not consuming food provided in the hospital (Annexure 237)

Among those who reported that they did not consume food at the District Hospital, 70 per cent gave the

reason that they made their own arrangements for food. Twenty-three per cent of the respondents

reported that the quality of food was poor and seven per cent said that food was not given on time.

Average amount paid for different services (Annexure 238)

Of the 58 per cent of the patients who paid hospital bill for the services, an average amount of Rs. 501

was paid for consultation, Rs. 306 towards ward charges, Rs. 249 for medicines, Rs. 150 towards

laboratory charges and Rs.25 for registration.


10 per cent of the patients faced problems in the District Hospital during their treatment.

Among those who faced problems, 59 per cent reported that the problem was poor treatment by

the doctor. 18 per cent said the nurses were not attending to them on time. 23 per cent reported

that they had to purchase medicines from outside.

13 per cent of those who reported facing a problem lodged a complaint. This was in Mysore division.

Those who lodged a complaint found out from friends/relatives or the doctor, the person with

whom a complaint was to be lodged. All complaints were lodged with nurses.

All the respondents who lodged complaints said that their problem was solved. However, no

complainant was fully satisfied with the grievance redressal.

110

Citizen charter

8 per cent of the respondents were aware of the Citizen Charter in the district hospital.

All those respondents who were aware of it had seen the Charter.

95 per cent of those who were aware reported having seen it on the notice board. Five per cent saw

it at the help desk.

For 34 per cent of the patients who were aware, the Citizen Charter was helpful during admission;

for 27 per cent, it was helpful during treatment and 40 per cent informed that it was not helpful.


Bangalore division

85 per cent of the users in Bangalore division expressed complete satisfaction with overall quality of

service in the inpatient ward of the district hospital and 10 per cent expressed partial satisfaction.

Dissatisfaction with overall quality of service was reported by five per cent of the respondents.

Behaviour of doctors received maximum complete satisfaction from 90 per cent of the patients and the

next in line was the medical/surgical treatment (84 per cent). 78 per cent were completely satisfied with

the behavior of nurses, 73 per cent with time taken to attend and 72 per cent with the registration

process.

Dissatisfaction was expressed by 28 per cent and 24 per cent respectively for cleanliness of linen and

quality of food. 18 per cent were dissatisfied with the cleanliness of toilets and 12 per cent with

laboratory facilities.

The above factors are presented in the following Table- 41 and Figure-38:

111

Table 41: Satisfaction with quality of service in Bangalore Division (Percentage)


nor dissatisfied

Dissatisfied


Registration process 72 27 2 0


Behaviour of doctors 90 8 2 0

Behaviour of nurses 78 12 7 3


Cleanliness of wards 55 30 8 7

Cleanliness of toilets 45 33 3 18

Quality of food 44 28 4 24

Cleanliness of linen (bed sheets, pillow covers etc. 43 27 2 28


Availability of medicines 62 30 3 5

Medical/surgical treatment received 84 15 0 2

Overall quality of in patient service 85 10 0 5

Figure 38: Satisfaction with quality of service in Bangalore Division (Percentage)

112

Belgaum division

From Table- 42 and Figure- 39 below, the following aspects are derived:

Overall quality of service in Belgaum division was completely satisfactory to 43 per cent of the users and

47 per cent were partially satisfied; whereas 10 per cent were dissatisfied.

Complete satisfaction was reported by 54 per cent on quality of food and by 52 per cent each on

availability of medicines, behavior of doctors and cleanliness of linen.

Fifty-five per cent of the respondents expressed dissatisfaction with the cleanliness of toilets in Belgaum

division. 28 per cent of the users were dissatisfied with the laboratory facilities, 15 per cent with the

helpfulness of staff, 12 per cent with the behavior of doctors and 10 per cent each with behavior of

nurses and cleanliness of wards.

Table 42: Satisfaction with quality of service in Belgaum Division (Percentage)


nor dissatisfied

Dissatisfied















113

Figure 39: Satisfaction with quality of service in Belgaum Division (Percentage)

Gulbarga division

Table- 43 and Figure- 40 which are given below indicate the following:

51 per cent of the respondents were completely satisfied with the overall quality of inpatient service in

the district hospital in Gulbarga division. Two per cent were partially satisfied but 42 per cent were

dissatisfied with overall quality of service.

Registration process captured complete satisfaction by 75 per cent, followed by availability of medicines

by 62 per cent of the users. Lowest complete satisfaction was received for the laboratory facilities by 30

per cent of the inpatients.

Dissatisfaction was expressed by 53 per cent of the respondents regarding laboratory facilities. 48 per

cent were dissatisfied with the behavior of doctors. Helpfulness of staff (43 per cent), cleanliness of

linen (42 per cent) and quality of food (40 per cent) were some other indicators rated for dissatisfaction.

114

Table 43: Satisfaction with quality of service in Gulbarga Division (Percentage)


nor dissatisfied

Dissatisfied















Figure 40: Satisfaction with quality of service in Gulbarga Division (Percentage)

115

Mysore division

Table- 44 and Figure- 41 below bring out the following findings:

Seventy-one per cent of the inpatients indicated their complete satisfaction with overall quality of

service in the district hospitals in Mysore division. 26 per cent expressed partial satisfaction and three

per cent expressed dissatisfaction.

Behaviour of the doctors gave complete satisfaction to maximum users (95 per cent) while quality of

food served in the district hospitals gave complete satisfaction to 27 per cent only.

Dissatisfaction was reported by 18 per cent for quality of food, by eight per cent for behavior of nurses,

by seven per cent for cleanliness of linen and by six per cent for laboratory services.

Table 44: Satisfaction with quality of service in Mysore Division (Percentage)


nor dissatisfied

Dissatisfied















116

Figure 41: Satisfaction with quality of service in Mysore Division (Percentage)

Satisfaction with the overall quality of inpatient service in the District Hospital in Karnataka

Complete satisfaction with the overall quality of inpatient service in the district hospitals was reported

by 64 per cent of the respondents while 22 per cent were partially satisfied. 13 per cent of respondents

were dissatisfied with overall quality of services across the divisions (Table- 45 and Figure- 42).

Behaviour of doctors (71 per cent), registration process (67 per cent), medical/surgical treatment (66

per cent), time taken to attend (64 per cent), cleanliness of wards (56 per cent), behaviour of nurses (55

per cent) and availability of medicines (53 per cent) were reported as completely satisfactory.

Twenty-eight per cent of the respondents reported dissatisfaction over the cleanliness of toilets, 25 per

cent on the laboratory facilities and 21 per cent each of the respondents over the cleanliness of the

linen and quality of food.

117

Table 45: Satisfaction with quality of service in Karnataka (Percentage)


nor dissatisfied

Dissatisfied















Figure 42: Satisfaction with quality of service in all revenue divisions in Karnataka (Percentage)

118


Poor quality of treatment by the doctors

Non-availability of medicines

Wards and toilets not kept clean

Improper care of patients

Failure of staff to attend to the patients immediately

Non-availability of doctor at all times, unsatisfactory behavior and treatment by doctors and

staff of the hospital.

Suggestions for improving the quality of in patient service at the district hospital

Make available all medicines in the hospital and provide them free of cost.

Keep the toilets and wards clean.

Improve the quality food.

Provide good drinking water.

Appoint more doctors to meet the shortage, improve the quality and behavior of nurses, no

discrimination in the quality of treatment for rich and poor, and charge less for the poor.

Service comparison over the past two years

Following Table- 46 indicates that 32 per cent of the respondents reported having taken treatment in

the district hospital two years back. Among these, 62 per cent expressed that the quality of service was

better than before and 35 per cent of them said that there was no change in the quality while three per

cent reported that it was worse than before.

Table 46: Service comparison over the past two years (Percentage)





N 21 12 9 32 74

119

9. DISTRICT HOSPITAL – OUT PATIENTS

The sample size for the out-patient treatment at eight district hospitals was 240 respondents.

Demographic details

Age of the respondents (Annexure 239)

Majority of the respondents were in the age group of 16-30 and 31-60 years with corresponding

percentages of 44 and 46 respectively. Nine per cent of the respondents were above 60 years.

Gender of the respondents (Annexure 240)

The sample consisted of 65 per cent male and 35 per cent female respondents.

Caste category (Annexure 241)

Majority of the respondents belonged to OBC (44 per cent) and SC/ST categories (31 per cent) while the

general category represented 25 per cent.

Occupation of the respondents (Annexure 242)

Thirty-seven per cent of the respondents interviewed were cultivators followed by 23 per cent labourers

and 16 per cent house wives. Students, employees, petty shop owners and retired persons were less

than 10 per cent each.

Education level of the respondents (Annexure 243)

Education level of the respondents indicated that 33 per cent were illiterates. The balance consisted of

one per cent post graduates, four per cent graduates, three per cent diploma holders, and 11 per cent

PUC, 15 per cent secondary, 17 per cent higher primary and 11 per cent lower primary. There were five

per cent literates who had no formal schooling.

Half of the respondents in Belgaum division were illiterates. Gulbarga and Bangalore recorded almost

the same percentage (35 per cent and 33 per cent respectively) while in Mysore division, 13 per cent of

the respondents were illiterates.

Having a ration card (Annexure 244)

All except eight per cent of the respondents were ration card holders.

Type of ration card owned (Annexure 245)

The survey brought out that 78 per cent of the respondents had ‘Below Poverty Line’ cards and 17 per

cent had ‘Above Poverty Line’ cards. Five per cent held ‘Anthyodaya Anna Yojane’ cards.

Annual income of the household (Annexure 246)

Responses on the self-reported income revealed that 62 per cent of the respondents visiting the

Government District Hospitals had an annual income of less than Rs. 12,000 and 28 per cent of them had

120

an income of Rs. 12,001 to Rs. 20,000. While seven per cent reported income in the range of Rs. 20,001

to Rs.50, 000, only three per cent of the respondents had the income of Rs. 50,001 to one lakh per year.

The percentage of respondents with annual income of less than Rs. 12,000 was more in Belgaum (79 per

cent) and Mysore (78 per cent) divisions. Those in the range of Rs. 12,001 to Rs. 20,000 per annum were

found to be more in Bangalore (41 per cent) and Gulbarga (38 per cent) divisions.

Access and Usage pattern

Distance to the district hospital from home (Annexure 247)

It was noted that the distance from home to the district hospital was less than 5 km for 27 per cent and

more than 20 km for 36 per cent of the respondents.

Across the divisions, more than half of the respondents in Mysore (55 per cent) and Belgaum (52 per

cent) divisions reported that the distance from their homes to the district hospitals was more than 20

km. The distance was less than 5 km as reported by 40 per cent of the out patients from Bangalore

division.

Mode of transport to reach district hospital (Annexure 248)

Mode of transport to reach the district hospital was government bus as reported by 65 per cent of the

respondents. Only 12 per cent of the respondents used auto while seven per cent covered the distance

by walk and five per cent used a two-wheeler.

Time taken to reach the district hospital (Annexure 249)

Almost half of the patients (49 per cent) took less than 30 minutes to reach the district hospital while it

took half to one hour for 29 per cent of the people and one to two hours for 18 per cent. Only three per

cent of the respondents reported more than two hours to reach the district hospital.

Reflecting on the distance travelled, more people (82 per cent) in Bangalore division took less than 30

minutes. In contrast, 10 per cent of the respondents in Belgaum division took more than two hours to

reach the district hospital.

Type of illness for which treatment was sought (Annexure 250)

Twenty per cent of the respondents took treatment for fever, eight per cent each for headache and

body pain and three per cent each for leg injury, eye problem and stomach pain. Other reported

illnesses included accidents, diabetes, blood pressure and 69 other causes whose percentages do not

exceed three per cent each.

Reasons for choosing a particular hospital for treatment (Annexure 251)

Low cost of treatment was considered to be the criteria for selecting the district hospital for treatment

in case of 72 per cent of the respondents followed by quality of treatment for 21 per cent of the people

who responded. The picture was almost similar in all the divisions.

121

For the same illness, taken treatment at other health facility (Annexure 252)

Sixty-six per cent of the people reported that they did not avail treatment from other health facility for

the same ailment while 34 per cent availed treatment at other health facility for the same illness.

Source of treatment (Annexure 253)

Among 34 per cent of those who took treatment from another facility, half of them availed treatment at

private hospitals while 24 per cent each preferred private clinics and PHC/CHCs.

PHCs were most accessed in Bangalore division since 70 per cent of the respondents had visited a PHC.

While more people from Belgaum division (81 per cent) sought treatment from private hospitals, more

from Gulbarga division (60 per cent) visited private clinics for treatment.

Service (Annexure 254)

It was noticed that 32 per cent of the respondents sought guidance for the OPD procedure

during their first visit. Persons seeking guidance in Belgaum division were relatively more.

More than 90 per cent of the people conveyed that the doctor was available and listened to

them patiently when they visited the hospital. The response was similar in all the divisions.

In 86 per cent of the cases, the doctor prescribed medicines and only for 19 per cent of the

patients, diagnostic tests were recommended.

92 per cent of the patients informed that there were enough seats for patients in the waiting

hall and 95 per cent reported that the hall was kept clean. The response from Bangalore

division for cleanliness of the hall was 100 per cent.

61 per cent of the people reported that drinking water was available in the hospital. The lowest

response (43 per cent) was from Mysore division and the highest (80 per cent) was from

Belgaum division.

62 per cent informed that they paid the bill in the district hospital and 88 per cent of them

received receipts for the payment made.

Awareness on free consultation, free treatment, free medicines and free diagnostic tests in the

district hospital was reported by 70 per cent, 80 per cent, 81 per cent and 62 per cent of the out

patients respectively.

Awareness on the free diagnostic tests conducted in the district hospitals is found to be low

among the people.

Source of guidance for OPD procedure (Annexure 255)

Among those who sought guidance during their first visit, the enquiry/registration counter was the

source of guidance for OPD procedure as indicated by 65 per cent of the patients. Notice board helped

five per cent of the patients. Other sources like family and friends accounted for 28 per cent.

122

The response for the guidance received from the enquiry/registration counter showed great variation

across divisions. While 92 per cent of the respondents in Belgaum division received guidance from it,

only 17 per cent received guidance in Mysore division.

Time taken for the registration process (Annexure 256)

Registration process took less than 15 minutes for 78 per cent of the patients, 16 to 30 minutes for 20

per cent and half to one hour for just one per cent of the patients. There was similarity among the

divisions as far as the time taken for registration process was concerned.

Presence of doctor at the time of visit to District Hospital (Annexure 257)

Ninety-one per cent of the respondents stated that the doctor was present when they visited the district

hospital. Nine per cent reported the absence of a doctor.

Time taken by the doctor to arrive (Annexure 258)

Among the respondents who reported the absence of the doctor during the visit, 50 per cent of them

reported that they had to wait for less than 15 minutes for the doctor to arrive; whereas 23 per cent of

the people reported waiting for 16 to 30 minutes. While 14 per cent of the respondents had to wait for

more than an hour, 13 per cent waited for 31 to 60 minutes for the doctor to arrive.

Among the divisions, the longest wait was reported by 40 per cent of respondents in Belgaum division

where the patients had to wait for more than one hour for the doctor’s arrival.

Waiting period after the arrival of doctor (Annexure 259)

After arrival of the doctor, 67 per cent of the patients waited for less than 15 minutes and 28 per cent

for less than half an hour for their turn. The waiting period for four per cent of the patients was less

than an hour while it was more than an hour for only one per cent of the patients.

Across the divisions, the waiting period was less than 15 minutes for more than 70 per cent of the

sample surveyed in Bangalore, Mysore and Gulbarga divisions and for 55 per cent in Belgaum division.

The waiting time was 16 to 30 minutes for relatively more people (45 per cent) in Belgaum division than

the other divisions.

Receipt of prescribed medicines from the hospital (Annexure 260)

Among the patients who received prescriptions for medicines, 63 per cent received all prescribed

medicines from the district hospitals. Twenty three per cent received some medicines, while 14 per cent

did not receive any prescribed medicines at all.

In Mysore division, majority of the patients (41 per cent) reported non-receipt of prescribed medicines

from the hospital. Thirty four per cent informed that they received all medicines while 25 per cent

reported receiving some medicines from the hospital. Gulbarga and Belgaum divisions recorded

maximum response for receiving all prescribed medicines from the hospital.

Received expired medicines from the district hospital (Annexure 261)

Among the patients who received medicines at the district hospital, 68 per cent reported that they did

not receive any expired medicine while, just two per cent reported otherwise. Twenty nine per cent did

123

not know whether the district hospital issued expired medicines or not. Only in Gulbarga division, 10 per

cent of the patients reported to have received the expired medicines. The percentage of users who

replied in negative was more than 90 per cent, the highest in Belgaum division.

Received medicines free of cost (Annexure 262)

Seventy-six per cent of the respondents who received medicines at the district hospital received all of

them free of cost while, 18 per cent have received some medicines free and the rest six per cent have

not received any medicine free of cost.

The highest response of getting some medicines free of cost was received from 40 per cent of the

patients in Bangalore division.

Condition of equipments in the diagnostic lab (Annexure 263)

Among the respondents who were prescribed diagnostic tests, it was noted that the equipments for the

tests prescribed were not functioning as reported by 20 per cent of the people. Seventy one per cent

informed that they were functional. Nine per cent did not know whether the equipment was functional

or not.

Among the divisions, equipment was not functioning according to 33 per cent of people in Mysore

division, 25 per cent from Gulbarga, 13 per cent from Bangalore and seven per cent from Belgaum

division. Figure 43 below describes the above:

Figure 43: Equipments for the tests prescribed not functional (Percentage)

124

Quality of drinking water (Annexure 264)

Among 61 per cent of the patients who said that water was available in the hospital, 50 per cent of them

indicated that the water had no taste and 35 per cent reported it to be salty. Mysore division recorded

the highest response for salty water by 73 per cent of the patients.

Average amount paid for treatment (Annexure 265)

Although all services are meant to be provided free of cost, the average amount paid for various services

is given in Table- 313. It is noted that extra amounts were paid for laboratory tests followed by

medicines, consultation and registration.

Cured after taking treatment at the district hospital (Annexure 266)

Overall, it was observed that most of the out patients (76 per cent) were still under treatment. Only five

per cent of the patients said that they were not cured after the treatment from the district hospital,

while the treatment was successful in 19 per cent of the cases. Patients under treatment were more

from Bangalore, Mysore (97 per cent each) and Gulbarga divisions (73 per cent) and less (37 per cent)

from Belgaum division.


Faced problem at the district hospital during treatment (Annexure 267)

Hardly seven per cent of the out patients reported facing problem in the district hospital during

treatment. Out of this, maximum was from Mysore division.

Nature of problem (Annexure 268)

Long waiting period for the doctor was a major problem expressed by 18 per cent of the patients.

Thirteen per cent each informed that the equipments were not functional and the treatment was not

good. For 12 per cent of the people in general, the staff was not cooperative.

Ten per cent of the respondents from Mysore division complained that the doctors did not treat them

properly, patients were not cared for, proper tests were not conducted and X ray facility was not

available. Besides, the staff did not cooperate according to 20 per cent of the patients.

Long waiting period for the doctor and defective equipments were the problems faced in Belgaum

division. The problem reported by all the respondents in Gulbarga division was only the long waiting

period for the doctor.

Lodged a complaint (Annexure 269)

Only six per cent of the respondents (all from Mysore division) who faced a problem lodged a complaint.

Among those who lodged a complaint, hospital staff was the only source to know the person

with whom a complaint could be lodged.

Satisfaction with grievance redressal was 100 per cent for those who lodged a complaint at the

district hospital.

125

Citizen charter

Awareness (Annexure 270)

Among the eight per cent of patients who were aware of the citizen charter, 75 per cent indicated that

they had seen the citizen charter.

Location of the citizen charter (Annexure 271)

85 per cent of the respondents reported to have seen the citizen charter on the notice board of the

district hospital whereas 15 per cent have seen in the news papers.

How did the citizen charter help the respondents (Annexure e- 272)

For 48 per cent of those who had seen the Citizen Charter, it was helpful during admission, for 15 per

cent to lodge a complaint and it was helpful for seven per cent of the patients during treatment.

However, for 30 per cent of the patients, it was not useful.


Bangalore division

Following information has been derived from the Table- 47 and Figure- 44 given below:

Complete satisfaction with overall quality of out-patient service rendered by district hospitals was

expressed by 98 per cent of the users in Bangalore division. Two per cent were partially satisfied and

another two per cent were dissatisfied. 97 per cent of the out patients expressed complete satisfaction

for the doctor’s behaviour and 94 per cent with medical/surgical treatment received. Complete

satisfaction on laboratory facilities was indicated by only 33 per cent of the users of the district hospital.

Dissatisfaction was specific to laboratory facilities only which was expressed by two per cent of the

respondents.

126

Table 47: Satisfaction with the quality of service in Bangalore Division (Percentage)


Dissatisfied



Availability of seats in the waiting hall

83 17 0 0





Cleanliness of OPD 88 12 0 0



Medical/surgical treatment received

94 6 0 0


Figure 44: Satisfaction with the quality of service in Bangalore Division (Percentage)

127

Belgaum division

In Belgaum division, overall satisfaction levels were lower than Bangalore with 23 per cent of the

respondents completely satisfied with the quality of service, 70 per cent partially satisfied and seven per

cent dissatisfied.

Complete satisfaction was reported by 37 per cent of the respondents for availability of medicines,

availability of seats in the waiting hall and behavior of doctor by 32 per cent each of the respondents.

Eighteen per cent of the respondents were dissatisfied with the helpfulness of staff, 17 per cent with the

registration process, 14 per cent with the laboratory facilities, 13 per cent each with the availability of

seats, time taken to attend, behavior of nurses and cleanliness of OPD.

Above information is derived from the following Table-48 and Figure- 45.

Table 48: Satisfaction with the quality of service in Belgaum Division (Percentage)


Dissatisfied




32 55 0 13









25 66 5 2


128

Figure 45: Satisfaction with the quality of service in Belgaum Division (Percentage)

Gulbarga division

Overall quality of service was found completely satisfactory by 86 per cent of the respondents; 10 per

cent were partially satisfied and three per cent were dissatisfied (Table- 49 and Figure- 46).

Complete satisfaction levels in Gulbarga division was almost similar for all the indicators as informed by

79 to 88 per cent of the out patients.

Dissatisfaction was reported on the laboratory facilities by more people (10 per cent) than on any other

parameter.

129

Table 49: Satisfaction with the quality of service in Gulbarga Division (Percentage)


Dissatisfied




82 13 0 5









83 12 2 2


Figure 46: Satisfaction with the quality of service in Gulbarga Division (Percentage)

130

Mysore division

Table- 50 and Figure- 47 below indicate the following:

In Mysore division, overall quality of service gave complete satisfaction to 49 per cent of the

respondents. While 29 per cent were partially satisfied, 19 per cent expressed dissatisfaction.

Complete satisfaction levels ranged from a low of 45 per cent for the laboratory facilities to a high of 80

per cent for the cleanliness of OPD. Behaviour of nurses and staff was found to be completely

satisfactory for 58 per cent and 59 per cent of the respondents respectively.

As for dissatisfaction, 35 per cent reported with the laboratory facilities, 27 per cent of the respondents

found the staff unhelpful, 25 per cent each were not satisfied with the availability of seats in the waiting

hall and with the medical/surgical treatments available. Availability of medicines was reported as not

satisfactory by 21 per cent of the respondents and behavior of nurses by 17 per cent.

Table 50: Satisfaction with the quality of service in Mysore Division (Percentage)


Dissatisfied




68 5 2 25









54 19 2 25


131

Figure 47: Satisfaction with the quality of service in Mysore Division (Percentage)

Satisfaction with the quality of service – All the divisions together

Across the divisions, 64 per cent of the people said that they were completely satisfied with the out-

patient services in the district hospital while 28 per cent were partially satisfied and seven per cent

dissatisfied.

Behaviour of doctors attracted complete satisfaction by 74 per cent of the respondents, followed by the

registration process (69 per cent), cleanliness of OPD (68 per cent), availability of seats in the waiting

hall (65 per cent), time taken to attend to the patients (65 per cent), availability of medicines (64 per

cent), behavior of nurses (60 per cent) and laboratory facilities (42 per cent).

Dissatisfaction on the helpfulness of staff and time taken to attend was expressed by 12 per cent each of

the respondents. This was followed by availability of seats in the waiting hall and laboratory facilities

reported by 11 per cent each.

Following Table- 51 and Figure- 48 represent the above findings:

132

Table 51: Satisfaction with the quality of service in Karnataka (Percentage)


Dissatisfied




65 23 0 11









62 28 2 7


Figure 48: Satisfaction with the quality of service in Karnataka (Percentage)

133


Staff behavior (42 per cent)

Treatment by the doctors (18 per cent)

Long waiting period (12 per cent)

Improper care of the patients (12 per cent)

Doctor’s negligence towards the patients (12 per cent).

Other reasons like non availability of medicines, laboratory staff demanding money and poor

toilet and water facilities.

Suggestions for improving the quality of out- patient service at the district hospital

Ensure availability of all types of medicines in the hospital

Appointment of qualified doctors

Provision of better service to patients

Ensure quality treatment.

Comparison with the service two years ago

Received out- patient treatment at the district hospital two years back (Annexure 273)

69 per cent of the patients reported that they had taken out patient treatment in the same district

hospital two years back.

Comparison of current out-patient service quality with that received two years back

According to the Table- 52 below, among those who reported that they had taken treatment from the

district hospital two years back, services in the out-patient department were reported to be better for

77 per cent of the patients. 21 per cent said that there was no change and only two per cent of the

respondents (from Belgaum division) informed that the services were worse than before.

Table 52: Comparison of out-patient service quality received now with that received two years back (Percentage)





N 50 37 40 37 164

134

10. NEMMADI KENDRA

Nemmadi Kendra project is an e-governance initiative to simplify the delivery of government services to

consumers and businesses. It is a service specifically provided in rural Karnataka. It was set up by the

Government of Karnataka (Revenue Department) in 2006 through the PPP model. The purpose of this

service is to provide direct access of government services to citizens. It enables over-the-counter

delivery of 38 documents, including computerized land records and certificates of birth, income, caste,

etc. There are 749 Nemmadi Kendras (Tele-centers) in Karnataka, one in every Hobli of the State. After

submitting a written request for the document/certificate and a flat fee of Rs.15, the service can be

accessed within a time frame of 10 days. There is no formal centre or authority for grievance redressal.

The sample size consisted of 384 respondents representing the four divisions of Karnataka. Their

feedback on the service provided by the Nemmadi Kendras was collected through a structured

questionnaire for the study by adopting tracer interviews. Analytical details of the data gathered are set

out below:

Demographic details of users

Age of the respondents (Annexure 274)

Majority of the respondents using the services of the Nemmadi Kendra were in the age group of 16-30

years, accounting for 56 per cent of the total users covered under the survey. 39 per cent of the users

were in the range of 31-60 years. There were hardly two per cent who were less than 15 years and

three per cent above 60 years.

Gender of the respondents (Annexure 275)

The sample represented 87 per cent male and 13 per cent female population.

Caste category (Annexure 276)

38 per cent of respondents belonged to OBC category, 36 per cent were SC/ST and 26 per cent belonged

to the general category.

Average family size (Annexure 277)

The average family size was found to be 5.5.

Occupation of the respondents (Annexure 278)

The largest users of the service in the study were found to be students, with 38 per cent of them visiting

the Nemmadi Kendra. Cultivators were a close second at 37 per cent, followed by 10 per cent labourers,

three per cent housewives and one per cent petty shop owners.

Education level of the respondents (Annexure 279)

Majority of the respondents have studied up to Pre-University level (31 per cent). While 19 per cent

have secondary level education, graduates accounted for 15 per cent. The sample included 14 per cent

135

illiterates. Those who had studied up to lower and higher primary school were eight per cent and seven

per cent respectively. Post graduates constituted one per cent.

Having a ration card (Annexure 280)

The survey revealed that 96 per cent of the respondents had the ration cards and only four per cent did

not have them.

Type of ration card owned (Annexure 281)

Among those who possessed the ration card, the percentage of BPL, APL and AAY card holders

respectively were 75 per cent, 21 per cent and four per cent.

Annual income of the households (Annexure 282)

Sixty-three per cent of those interviewed had an annual self-reported income of less than Rs. 12,000.

Twenty seven per cent reported an income between Rs. 12,001 to 20,000. Those in the bracket of Rs.

20,001 to 50,000 and Rs. 50,001 to one lakh were seven per cent and two per cent respectively. One

per cent had an income of more than one lakh rupees per year.

Access, Usage and Quality of service

Distance from house to Nemmadi Kendra (Annexure 283)

Across the State, for 25 per cent of the people, the distance from their house to the Nemmadi Kendra

was more than 10 km. 37 per cent reported a distance of less than 3 km and the distance was between

6 to 10 km for 22 per cent and 4 to 5 km for 16 per cent of the respondents.

In Belgaum division, more people (46 per cent) had to cover a distance of more than 10 km.

Mode of transport to reach Nemmadi Kendra (Annexure 284)

Government bus was the mode of transport for 36 per cent of the people to reach the Nemmadi

Kendra. This was followed by walking by 28 per cent of the people. 10 per cent each used cycle and

auto. Two-wheelers were used by seven per cent of the respondents and private vehicle by eight per

cent to reach the Nemmadi Kendra.

Time taken to reach Nemmadi Kendra (Annexure 285)

Sixty-seven per cent of the respondents took less than 30 minutes to reach the Nemmadi Kendra, 25 per

cent took half to one hour, seven per cent took one to two hours and one per cent took more than two

hours to reach the Nemmadi Kendra. Among all divisions, more people in Bangalore division (81 per

cent) took less than half an hour to reach the Nemmadi Kendra.

Source of information about Nemmadi Kendra (Annexure 286)

Fifty-six per cent of the respondents reported that they came to know about the Nemmadi Kendra

through their neighbours. Gram Panchayat was the next source for 28 per cent of the people. Seven

per cent came to know through news papers and three per cent from Registrar’s office.

136

The source of information in Bangalore division was newspapers (20 per cent) and Gram Panchayat (36

per cent). Neighbours were the main source of information in Belgaum (66 per cent) and Gulbarga (71

per cent) divisions.

Purpose for which Nemmadi Kendra was visited (Annexure 287)

Forty-six per cent of the respondents visited Nemmadi Kendras to obtain Income Certificates followed

by Caste Certificates by 41 per cent of the respondents, copies of land records by 28 per cent and other

certificates like residence, OBC, etc. by 11 per cent.

Services / Awareness (Annexure 288)

Working hours of the Nemmadi Kendra was known to 86 per cent of the respondents. This has

been reflected in all the four divisions.

Almost all the people (99 per cent) said that it was open during the working hours when they

visited the Kendra and that the Operator was also present. The response was high in all the

divisions.

81 per cent have reported that they knew the procedure to apply for a certificate, when they

visited the Nemmadi Kendra for the first time.

89 per cent of the respondents reported receiving receipts for the payment of application fee.

92 per cent knew that the Nemmadi Kendra is supposed to charge Rs. 15 for issuing a

document/certificate.

Only five per cent reported mistakes in the documents/certificates issued by the Nemmadi

Kendra.

36 per cent of the people who found errors approached the Registrar’s office to get the

documents/certificates corrected.

77 per cent of the users found that the Nemmadi Kendra has made it easy for them to get the

documents/certificates.

Waiting period to get the turn at Nemmadi Kendra (Annexure 289)

79 per cent of the respondents got their turn within 15 minutes at the Nemmadi Kendra. 16 per cent

waited for 16 to 30 minutes while only one percent had to wait for half to one hour. The waiting period

was more than one hour for four per cent of the users.

Across the divisions, 99 per cent from Bangalore division reported waiting for less than 15 minutes.

Source of guidance about procedure at Nemmadi Kendra (Annexure 290)

Guidance at Nemmadi Kendra was sought by 42 per cent of the people from the Operator, 35 per cent

from other person at the Kendra and from others by 22 per cent of the people.

In Mysore division, only 19 per cent reported getting help from the Operators. In Bangalore and

Belgaum divisions, Operators provided guidance the most – as indicated by 67 per cent and 69 per cent

of the respondents respectively.

137

Time taken to complete the work at Nemmadi Kendra after getting the turn (Annexure 291)

While 83 per cent of the respondents reported to have completed their work in the Nemmadi Kendra

within 15 minutes, 14 per cent of the respondents took 16 to30 minutes. One percent of the users

indicated that it took half to one hour and for two per cent, it took more than one hour to complete the

work at the Nemmadi Kendra.

Among the divisions, in Bangalore more people (98 per cent) reported completing their work within 15

minutes. Whereas in Belgaum division, six per cent of the respondents informed that it took more than

one hour for them to complete the work.

Fee paid for the service (per document) (Annexure 292)

The average amount paid by the respondents for the service provided by the Nemmadi Kendra was

Rs.16.08. This is slightly higher than the normal fee of Rs.15 fixed by the Revenue Department.

Time taken to receive the certificate/document (Annexure 293)

It was observed that most of the people got their documents from the Nemmadi Kendra within 10 days.

26 per cent of the people got them immediately, 59 per cent received within 10 days, 14 per cent

between 11 to 15 days and one per cent got it between 16 to 30 days.

Number of times Nemmadi Kendra was visited to obtain the certificate (after application) (Annexure

294)

Twenty seven per cent of the respondents informed that they visited the Kendra only once to receive

their documents/certificates. 70 per cent of the respondents said that they visited two to three times

while the balance three per cent visited four to five times to obtain the certificates.

Easiness experienced in obtaining service from Nemmadi Kendra compared to regular

agencies/departments (Annexure 295)

Thirty per cent of the users reported that the Nemmadi Kendra was helpful. 37 per cent said that the

Nemmadi Kendra made it easier for them to obtain documents/certificates. 16 per cent reported that

the staff at the Nemmadi Kendra was better. While nine per cent reported that the Nemmadi Kendra

provided quick service, four per cent of the users informed that the Nemmadi Kendra was good when

compared to earlier departments providing the same services.


7 per cent of the respondents reported facing problems at the Nemmadi Kendra. Across the

divisions, there were no reports of problem in Mysore and Bangalore divisions as indicated by 100

per cent and 99 per cent of the respondents respectively. 23 per cent of the people in Belgaum

division reported facing problems.

Among the respondents who reported facing problems, the major problem in the Nemmadi Kendra

was with the computer (32 per cent). 28 per cent of the respondents each reported power and

network problems. Internet problem was reported by seven per cent and the problem of delay in

getting the documents was expressed by eight per cent of the respondents.

12 per cent among those who faced a problem contacted someone for redressal.

138

All the respondents who faced with a problem contacted the Tahasildar for getting their problems

solved.

A third of those who contacted somebody had their problem solved.

A third of those respondents whose problem was solved were completely satisfied, a third was

partially satisfied and another one-third was dissatisfied with the grievance redressal.

Corruption

No corruption was reported in the Nemmadi Kendra by any of the users of the service. However,

one instance was reported in Bangalore division (Kolar taluk) where the person had to pay on

demand Rs.100 to receive his document.


Bangalore division

In Bangalore division, 100 per cent complete satisfaction was reported with overall quality of service

rendered at the Nemmadi Kendra.

Complete satisfaction was expressed by 100 per cent of the users for the accuracy of documents. Over

90 per cent of the users were completely satisfied with the behaviour of Operators (97 per cent),

helpfulness of the Operators (95 per cent) and ease of application process (93 per cent). 85 per cent

were completely satisfied with the proximity of the Kendras. Time taken to issue the document was

completely satisfactory for 76 per cent of the people.

Only one per cent reported dissatisfaction with regard to the ease of application process.

The above aspects are derived from the Table- 53 and Figure- 49 which are given below:

Table 53: Satisfaction with Quality of Service in Bangalore (Percentage)

Indicator Extent of satisfaction

Neither satisfied

nor dissatisfied

Dissatisfied


Distance to the Nemmadi Kendra 85 15 0 0

Ease of application process 93 6 0 1

Behaviour of the operator at the Kendra

97 3 0 0

Helpfulness of the operator 95 5 0 0

Time taken to issue the certificate/document

76 24 0 0

Accuracy of the documents 100 0 0 0


139

Figure 49: Satisfaction with Quality of Service in Bangalore (Percentage)

Belgaum division

In Belgaum division, complete satisfaction with overall quality of service was reported by 71 per cent of

the respondents. 24 per cent were partially satisfied and two per cent were dissatisfied with the overall

quality.

More people expressed complete satisfaction with regard to the behaviour (89 per cent) and helpfulness

of the Operators (84 per cent).

Dissatisfaction was expressed over all parameters except behaviour of the Operator. While 22 per cent

of the users were dissatisfied with the time taken to issue the documents, the distance to the Nemmadi

Kendra was not satisfactory for 19 per cent of the users. 11 per cent reported dissatisfaction with the

ease of application process.

140

The following Table- 54 and Figure- 50 explain the above:

Table 54: Satisfaction with Quality of Service in Belgaum (Percentage)


nor dissatisfied

Dissatisfied





89 7 4 0



24 49 5 22



Figure 50: Satisfaction with Quality of Service in Belgaum (Percentage)

Gulbarga division

In Gulbarga division, 100 per cent of the respondents were completely satisfied with overall quality of

service.

All were completely satisfied with the helpfulness of the Operator. 99 per cent each were completely

satisfied with the Operator’s behaviour and accuracy of documents. 97 per cent were fully satisfied with

the distance to the Nemmadi Kendra and 96 per cent with the ease of application process. 88 per cent

expressed complete satisfaction with the time taken to issue certificates/documents.

141

Three per cent said that they were dissatisfied with the time taken to issue documents.

Above factors are extracted from the Table- 55 and Figure- 51 which are set out below:

Table 55: Satisfaction with Quality of Service in Gulbarga (Percentage)


nor dissatisfied

Dissatisfied





99 1 0 0



88 7 1 3



Figure 51: Satisfaction with Quality of Service in Gulbarga (Percentage)

142

Mysore division Table- 56 and Figure- 52 which are given at the end of the following explanation indicate that

Complete satisfaction with overall quality of service in the Nemmadi Kendra was reported by 97 per cent

of the respondents. Three per cent were partially satisfied and no one expressed any dissatisfaction with

the overall quality of service.

Ninety-eight per cent reported complete satisfaction with behaviour of the Operator, 96 per cent with

helpfulness of the Operator and 97 per cent with the accuracy of documents. 95 per cent were

completely satisfied with the ease of application process, 93 per cent with the distance to the Nemmadi

Kendra and 91 per cent with the time taken to issue the documents.

Time taken to issue the certificate was a cause of dissatisfaction for just two per cent of the respondents

and one per cent each was dissatisfied with the accuracy of documents and distance to the Kendra.

Table 56: Satisfaction with Quality of Service in Mysore (Percentage)


Dissatisfied





98 2 0 0


Time taken to issue the certificate/documents

91 7 0 2



143

Figure 52: Satisfaction with Quality of Service in Mysore (Percentage)

Satisfaction with Quality of Service – Karnataka

In the state as a whole, it was found that 91 per cent of the respondents reported complete satisfaction

with the overall quality of service in the Nemmadi Kendra whereas, seven per cent were partially

satisfied and one per cent reported dissatisfaction.

Ninety-eight per cent reported complete satisfaction with the behaviour of the Operator, 93 per cent

with the helpfulness of the Operator and 89 per cent with the accuracy of documents. 84 per cent were

completely satisfied with the ease of application process, 79 per cent with the distance to the Nemmadi

Kendra and 68 per cent with the time taken to issue the documents.

Time taken to issue the certificate was a cause of dissatisfaction for seven per cent of the respondents.

Five per cent were dissatisfied with the distance to the Kendra and four per cent with the ease of

application process.

144

The above details are given in Table- 57 and Figure- 53.

Table 57: Satisfaction with Quality of Service across all Divisions (Percentage)


nor dissatisfied

Dissatisfied





98 2 0 0


Time taken to issue the certificate 68 23 2 7



Figure 53: Satisfaction with Quality of Service across all Divisions in Karnataka (Percentage)

145

Satisfaction with overall quality of service across divisions

It can be deduced from Table- 58 below that with the overall quality of services provided by the

Nemmadi Kendra, 100 per cent of the respondents in Bangalore and Gulbarga divisions were completely

satisfied. In Mysore division, 97 per cent were completely satisfied and three per cent were partially

satisfied. Whereas in Belgaum division, 71 per cent said that they were completely satisfied, 24 per cent

reported partial satisfaction and two per cent were dissatisfied with the services in the Nemmadi

Kendras.

Table 58: Satisfaction with Overall Quality of Service across Divisions (Percentage)


Neither satisfied

nor dissatisfied

Dissatisfied


Bangalore 100 0 0 0

Belgaum 71 24 3 2

Gulbarga 100 0 0 0

Mysore 97 3 0 0

The above Table is also presented in the form of a histogram in Figure- 54 which is as follows:

Figure 54: Satisfaction with Overall Quality of Service across Divisions (Percentage)

146


Frequent visits (2-3 times) to the Nemmadi Kendra

Too many documents required to be produced to obtain certificates

Insufficient number of Operators

Suggestions for Improving the Quality of Service

Nemmadi Kendra should have more operators

Uninterrupted power supply

Location of the Nemmadi Kendra should be nearer to the village

All documents should be available in the Kendra

Documents should be delivered within a day

Ensure availability of applications in the Kendra

Comparison with the service two years ago

Visited Nemmadi Kendra two years back

Fifty-six per cent of the respondents reported visiting the Nemmadi Kendra two years back as shown in

Annexure 296.

More people from Bangalore (70 per cent) and Mysore (60 per cent) divisions visited the Kendra two

years back in comparison to Belgaum (47 per cent) and Gulbarga (44 per cent).

Comparison of service quality with that of two years back

Of those who visited the Nemmadi Kendra two years back, present service quality was reported as

better by 82 per cent of the respondents. 16 per cent of the people conveyed that it was the same as

before and one percent found it to be worse than before.

Among the divisions, maximum people from Bangalore (96 per cent) and Belgaum (91 per cent)

reported that the quality of service was better in comparison to those two years ago. 43 per cent of

users in Gulbarga division and 25 per cent from Mysore division reported that the services were the

same as before. Just two per cent each from Belgaum and Gulbarga conveyed that the services were

worse than before in the Nemmadi Kendras.

The following Table- 59 represents the above:







N 67 46 42 57 212

147

Action taken by the Directorate of Electronic Delivery of Citizen Services: 1. Nemmadi Kendras have been located in hoblis and in places where there is great demand. In order

to get the facilities of Nemmadi Kendra to the place of living of rural people, Govt. of India has planned to establish Common Service Centres in each village, on the lines of Nemmadi Kendra. Because of this, citizens would not be required to travel more distance to avail the facilities of Nemmadi Kendra.

2. One operator is appointed compulsorily in each Nemmadi Kendra. Additional Operator will be

appointed by the agency where the footfalls exceed 7500 in a quarter.

3. All the Nemmadi Kendras are provided with UPS and batteries. Where there is more work pressure,

generators are also installed.

All Kendras are using internet connection provided by BSNL. In select Kendras where there is

excessive pressure of work, internet services of Reliance Company are also provided as an

alternative.

Although the problems in internet connection do not fall under the purview of e-administration, still,

the operators ensure that the work is completed by doing over time.

148

11. COMPARISON OF SATISFACTION LEVELS ACROSS SERVICES

Bangalore division

Among the services considered for the social audit, Nemmadi Kendras received complete satisfaction

from 100 per cent respondents in Bangalore division. This was followed by the out-patient services

offered in the district hospitals (98 per cent) and the services at the PHCs (93 per cent). Complete

satisfaction was comparatively low for the veterinary health care as conveyed by 73 per cent of the

respondents. Compared to other services, more dissatisfaction was also reported for the veterinary

health care services by 17 per cent of the users. These are presented in the following Figure- 55:

Figure 55: Overall Satisfaction with Public Service Delivery in Bangalore Division

149

Belgaum divisions

In Belgaum division, maximum respondents (71 per cent) expressed full satisfaction with the services in

the Nemmadi Kendras. For all other services, complete satisfaction was in the range of 23 per cent (for

the out-patient services in the district hospitals) and 46 per cent (with the services in the Govt. high

schools). More users were partially satisfied with all the services. Dissatisfaction was reported by 12

per cent of the users for the services in PHCs and by 10 per cent for the inpatient services in the district

hospitals; whereas, dissatisfaction was reported by less than 10 per cent of the users for the rest of the

services. Figure- 56 below represents these factors:

Figure 56: Overall Satisfaction with Public Service Delivery in Belgaum Division

150

Gulbarga division

All the respondents (100 per cent) in Gulbarga division were completely satisfied with the services

provided at the Nemmadi Kendras. Among others, the services at the Govt. High Schools, PHCs and

pension schemes gave complete satisfaction to 97 per cent, 95 per cent and 93 per cent of the

respondents respectively. The lowest complete satisfaction was with the inpatient services in the

district hospitals as reported by 51 per cent of the users. Inpatient services at the district hospitals had

also attracted the maximum dissatisfaction by 42 per cent of the patients.

The following Figure- 57 depicts the above findings:

Figure 57: Overall Satisfaction with Public Service Delivery in Gulbarga Division

151

Mysore division

Ninety-seven per cent of the respondents in Mysore division expressed complete satisfaction with the

services at Nemmadi Kendras. While 82 per cent were fully satisfied with the services at the PHCS, 78

per cent of the respondents expressed complete satisfaction with the Govt. high schools and 76 per cent

with the veterinary services. Complete satisfaction was low among other services in the division with

the pension schemes as reported by 34 per cent of the pensioners. More people (19 per cent) were

dissatisfied with the out-patient services in the district hospitals.

Above findings are presented in the Figure- 58 as follows:

Figure 58: Overall Satisfaction with Public Service Delivery in Mysore Division

152

Karnataka as a whole

The study revealed that most of the users (91 per cent) in the State were completely satisfied with the

services provided at the Nemmadi Kendras. The response for the rest of the services for complete

satisfaction was in the range of 59 per cent and 76 per cent, the lowest for the pension schemes and the

highest for the Govt. high schools. Compared to other services, more people (13 per cent) in the State

were dissatisfied with the inpatient services in the district hospitals. This was followed by veterinary

health care (8 per cent), out patient services in the district hospitals (7 per cent), PDS (7 per cent),

pension schemes (5 per cent), PHC (4 per cent), Govt. bus service (4 per cent), Govt. high schools (2 per

cent) and Nemmadi Kendras (1 per cent).

Figure- 59 below indicated the above factors:

Figure 59: Overall Satisfaction with Public Service Delivery in Karnataka

153

Figure 60: Completely satisfied and dissatisfied with public service delivery in Karnataka

Figure 61: Complete satisfaction by Services and Divisions

154

Figure 62: Complete Satisfaction by Services and Divisions

155

12. CONCLUSIONS

The access barriers in some services, quality dimensions, the gap between the declared norms of service and the reality on the ground, the low public awareness of their rights and entitlements, the prevalence of corruption in several services, and the wide variations in service dimensions between the four divisions are major issues that call for urgent attention at policy making levels. The service-specific scores presented in this report can act as benchmarks against which the performance of the seven services can be measured in future. Changes over time in terms of access, reliability, corruption, satisfaction, etc. when measured, will help policy makers assess whether the reforms and actions taken are producing the desired impact on the ground. This methodology can be the basis for launching a fast track monitoring system within the government.

156

ANNEXURES

Annexure 1: Age of the respondents (Percentage)

Age in years Bangalore Belgaum Gulbarga Mysore Karnataka

Less than 15 0 1 0 0 0

16 to 30 24 13 25 33 24

31 to 60 60 53 56 49 55

More than 60 16 33 19 17 21

N 240 240 240 240 960

Annexure 2: Gender of the respondents (Percentage)


Male 58 66 62 45 58

Female 42 34 38 55 42

N 240 240 240 240 960

Annexure 3: Occupation of the respondents (Percentage)


Cultivator 41 56 43 29 42

Labourer 31 22 30 35 30

Petty shop 5 1 2 2 2

Employee 2 3 1 2 2

Student 6 2 2 5 3

House wife 9 10 17 26 15

Retired 4 5 2 0 3

Others (Specify) 3 1 3 0 2

N 240 240 240 240 960

Annexure 4: Duration of stay in the village (Percentage)


Less than 5 years 1 6 3 1 2

More than 5 years 99 94 98 99 98

N 240 240 240 240 960

157

Annexure 5: Average family size


Adults – M 1.78 2.13 2.00 1.59 1.87

Adult – F 1.94 2.22 2.12 1.78 2.01

Children – M 1.00 1.01 1.39 0.71 1.03

Children – F 0.97 0.92 1.08 0.64 0.90

Family size 5.68 6.28 6.59 4.72 5.82

N 240 240 240 240 960

Annexure 6: Education level of the respondents (Percentage)


Illiterate 40 56 61 29 47

Literate (No formal schooling) 3 1 6 11 5

Lower primary 10 17 14 12 13

Higher primary 18 13 8 21 15

Secondary 20 8 6 17 13

PUC 5 4 4 6 5

Graduate 3 1 2 3 2

N 240 240 240 240 960

Annexure 7: Annual income of the households (Percentage)


<12,000 64 67 60 83 69

12001 to 20,000 32 25 25 10 23

20,001 to 50,000 3 6 13 4 6

50,001 to one lakh 1 1 1 3 1

N 240 240 240 240 960

Annexure 8: Owning a vehicle (Percentage)


Do not own a vehicle 56 49 67 67 60

Bullock cart 13 19 9 7 12

Cycle 31 36 24 23 28

Two wheeler 15 9 6 12 10

Car 2 1 0 1 1

Others 0 5 0 2 2

N 240 240 240 240 960

Multiple responses

158

Annexure 9: Members of the family attending High School (Percentage)


Yes 18 17 16 15 16

No 83 83 84 85 84

N 240 240 240 240 960

Annexure 10: Type of school attended (Percentage)


Government 93 83 89 71 85

Private 7 18 11 29 15

N 42 40 38 35 155

Annexure 11: Usual place of treatment in case of illness (Percentage)


Government hospital 35 31 68 4 35

CHC / PHC 59 28 5 82 44

Private 6 41 27 14 22

N 240 240 240 240 960

Annexure 12: Last travel by Government bus (Percentage)


1-7 days 27 54 21 55 39

8-14 days 35 19 28 15 24

15 days and above 39 27 49 30 36

N 240 240 240 240 960

Annexure 13: Type of bus travelled (Percentage)


Ordinary 89 96 96 80 90

Express 11 4 4 20 10

N 240 240 240 240 960

159

Annexure 14: Purpose of travel (Percentage)


School 3 1 0 3 1

Marketing 50 59 56 32 49

Work/Employment 7 8 6 8 7

Visiting friends and relatives

27 19 30 29 26

Medical treatment 13 10 5 25 13

Place of worship 0 1 0 1 1

Government office 1 1 0 1 1

Others (Specify) 2 1 1

N 240 240 240 240 960

Annexure 15: Distance to the bus stop from home (Percentage)


<1km 85 68 82 68 76

1-3 km 6 19 6 8 10

>3km 8 13 10 23 13

N 240 240 240 240 960

Annexure 16: Distance travelled (Percentage)


<10 km 25 28 17 31 25

11-20 km 35 37 39 36 37

21-40 km 34 31 29 18 28

>40 km 6 4 16 14 10

N 240 240 240 240 960

160

Annexure 17: Present Travel (Percentage)


Yes N Yes N Yes N Yes N Yes N

Knew the bus timings 67 240 59 240 48 240 83 240 64 960

Bus arrived at the scheduled time 94 160 82 136 85 116 75 200 83 612

Got a seat in the bus 91 240 79 240 73 240 82 240 81 960

Bus was over crowded 23 240 46 240 43 240 35 240 37 960

Observed passengers sitting in reserved seats

43 240 26 240 30 240 19 240 29 960

Conductor was courteous 94 240 95 240 95 240 93 240 94 960

Bus stopped at all designated stops 78 240 72 240 89 240 81 240 80 960

There was break down of the bus during last travel

1 240 1 240 0 240 1 240 1 960

Annexure 18: Waiting time for the bus at the bus stop (Percentage)


<15 min 100 32 29 36 40

16-30 min 0 64 71 46 50

31- one hr 0 4 0 14 8

1-2 hr 0 0 0 4 2

N 9 25 17 51 102

Annexure 19: Conductor issued the ticket (Percentage)


Yes 95 98 97 96 97

No 2 1 2 1 1

Pass holder 3 1 1 3 2

N 240 240 240 240 960

Annexure 20: Conductor issues a used ticket (Percentage)


Yes 10 3 3 1 4

No 74 97 94 97 91

DK / CS 16 0 3 2 5

N 227 228 237 231 923

161

Annexure 21: Conductor took money and did not issue ticket (Percentage)


Yes 100 0 25 33 50

No 0 100 75 67 50

N 5 2 4 3 14

Annexure 22: Kind of pass the respondent has (Percentage)


Student 13 0 0 33 17

Handicapped 88 100 100 67 83

N 8 2 2 6 18

Annexure 23: Action taken when there was a breakdown of the bus (Percentage)


Bus was repaired 33 0 0 67 34

Other bus was arranged 67 100 0 33 66

N 3 2 0 3 8

Annexure 24: Time taken for repair of the bus or to put in a different bus (Percentage)


<15 min 33 50 0 0 19

16-30 min 33 0 0 0 4

31-60 min 33 50 0 33 46

>1 hr 0 0 0 67 31

N 3 2 0 3 8

162

Annexure 25: Frequency of travel in government bus (Percentage)


Daily 5 2 2 3 3

4-5 times a week 11 7 13 3 8

2-3 times a week 9 23 5 12 12

Once a week 42 38 24 47 38

Rarely 34 30 55 36 39

N 240 240 240 240 960

Annexure 26: Usual travel (Percentage)



Knew the bus timings 71 240 70 240 55 240 78 240 68 960

There was bus shelter for passengers at bus stop

87 240 50 240 63 240 45 240 61 960

Private buses ply in the route 85 240 4 240 9 240 5 240 26 960

Travel by private buses also 85 203 40 10 52 23 23 13 77 249

Annexure 27: Source of information about bus timings (Percentage)


Regular traveler 82 71 65 68 72

Notice board at the bus stand 2 9 13 16 10

Others 16 20 22 16 18

N 171 162 134 187 654

Annexure 28: Usual waiting period for the bus to arrive (Percentage)


<15 min 89 50 51 64 63

16-30 min 8 44 39 31 30

31- one hr 3 6 10 5 6

N 240 240 240 240 960

163

Annexure 29: Usual destination of travel (Percentage)


Other villages 17 19 22 34 23

Hobli head quarters 8 17 13 28 17

Taluka head quarters 55 38 63 33 47

District head quarters 18 27 1 5 13

Outside the district 1 0 0 0 0

N 240 240 240 240 960

Annexure 30: Main purpose of travel by government bus (Percentage)


School 3 1 1 2 2

Marketing 77 70 76 76 75

Work/Employment 28 17 13 13 18

Visiting friends and relatives 81 52 63 33 57

Medical treatment 67 67 36 64 58

Place of worship 10 16 7 6 10

Government office 17 3 1 2 6


N 240 240 240 240 960

Multiple responses

Annexure 31: Usual place of boarding the government bus (Percentage)


Bus stop 94 94 91 66 86

Intermediate point 6 6 8 34 13

N 240 240 240 240 960

164

Annexure 32: Distance travelled usually one way (Percentage)


<10 km 23 27 17 45 28

11-20 km 36 35 35 43 37

21-40 km 36 32 35 8 27

>40 km 4 7 14 4 7

N 240 240 240 240 960

Annexure 33: Time taken usually to travel one way (Percentage)


<30 min 44 34 29 65 43

31 min-1 hr 44 49 54 29 44

>1 hr 12 16 17 6 13

N 240 240 240 240 960

Annexure 34: Punctuality of buses (Percentage)


Always 96 21 38 42 50

Sometimes 4 78 59 58 48

Never 0 1 3 1 1

N 160 136 116 200 612

Annexure 35: Buses stop generally at designated stop (Percentage)


Always 90 85 76 63 79

Sometimes 10 14 22 35 20

Never 0 1 2 1 1

N 240 240 240 240 960

165

Annexure 36: Buses usually over crowded (Percentage)


Always 21 17 19 5 16

Sometimes 76 78 68 89 78

Never 3 5 12 6 6

N 240 240 240 240 960

Annexure 37: Seats usually available in the bus (Percentage)


Always 43 16 32 20 28

Sometimes 56 82 63 79 70

Never 1 2 5 1 2

N 240 240 240 240 960

Annexure 38: Instances of bus starting before all passengers have boarded (Percentage)


Always 3 3 1 2 2

Sometimes 6 10 19 11 12

Never 90 87 80 88 86

N 240 240 240 240 960

Annexure 39: Passengers vacate seats meant for reserved categories (Percentage)


Always 27 3 10 17 14

Sometimes 55 82 36 63 59

Never 18 15 54 20 27

N 240 240 240 240 960

Annexure 40: Conductors are courteous (Percentage)


Always 83 85 75 90 83

Sometimes 15 13 22 10 15

Never 1 2 2 0 1

N 240 240 240 240 960

166

Annexure 41: Drivers are courteous (Percentage)


Always 84 89 75 98 86

Sometimes 15 10 24 2 13

Never 0 1 0 0 1

N 240 240 240 240 960

Annexure 42: Observed First Aid Box in the buses (Percentage)


All buses 41 5 10 20 19

Some buses 25 36 11 43 29

None of the buses 1 9 11 1 5

DK / CS 33 50 68 37 47

N 240 240 240 240 960

Annexure 43: Knew that the buses should have a First Aid Box (Percentage)


Yes 56 34 19 54 41

No 44 66 80 46 59

N 240 240 240 240 960

Annexure 44: Rating of current bus fares (Percentage)


Very high 72 30 23 61 46

High 18 66 52 32 42

Reasonable 10 5 25 7 12

N 240 240 240 240 960

167

Annexure 45: Conductor taking money and not issuing ticket (Percentage)


Many times 5 1 0 0 1

Occasionally 6 6 0 3 4

Never 89 93 99 97 95

N 240 240 240 240 960

Annexure 46: Conductor taking less money than the fare and not issuing ticket (Percentage)




Never 93 96 99 98 97

N 240 240 240 240 960

Annexure 47: Conductor taking money and issuing used ticket (Percentage)




Never 79 93 92 96 90

DK / CS 15 5 7 3 7

N 240 240 240 240 960

Annexure 48: Conductor not returning the change (Percentage)




Never 68 72 92 80 79

N 240 240 240 240 960

168

Annexure 49: Breakdown / Accident (Percentage)



There was a breakdown of the bus

4 240 4 240 4 240 5 240 4 960

Alternate arrangement was made during break down

25 8 50 14 40 10 45 11 42 43

Bus met with an accident 1 240 1 240 1 240 0 240 1 960

Annexure 50: Problem Incidence and Resolution (Percentage)



Faced problem with respect to bus service during last 3 months

2 240 3 240 0 240 6 240 3 960

Lodged a complaint 40 5 0 7 0 0 21 14 19 26

Problem solved 50 2 0 0 0 0 0 3 20 5

Annexure 51: Nature of the problem faced by respondents (Percentage)


Sometimes buses will come 20 14 0 57 38

Not clean 20 0 0 21 15

Need bus shelter 0 0 0 14 8

Others 132 261 3 331 61

N 5 7 0 14 26

Annexure 52: Type of ration card owned by the family (Percentage)


Temporary 25 13 22 4 15

Permanent 76 87 77 96 85

N 240 231 237 240 948

169

Annexure 53: Period since when holding the new / renewed ration card (Percentage)


<1 month 12 1 2 2 5

1-3 months 15 17 25 11 16

3-6 months 40 19 33 35 32

6-12 months 14 24 20 26 21

>1 year 18 39 19 25 25

N 240 231 237 240 948

Annexure 54: Source of getting the ration card (Percentage)


Food Inspector 6 10 2 4 6

Gram Panchayat 41 59 52 40 48

Ration shop 43 28 43 46 40

Others 9 3 2 10 7

N 240 231 237 240 948

Annexure 55: Number of days to get the ration card after submission of application (Percentage)


Within 7 days 5 5 6 17 8

8-15 days 5 2 6 3 4

16-30 days 12 19 22 16 17

31-45 days 32 32 12 30 27

>45 days 45 42 54 33 43

N 240 231 237 240 948

Annexure 56: Distance to ration shop from home (Percentage)


<1 km 83 85 65 67 76

1-2 km 14 8 18 18 14

2-3 km 3 6 5 6 5

>3 km 0 1 12 10 5

N 240 231 237 240 948

170

Annexure 57: Items bought from the ration shop


Rice 94 74 94 83 86

Wheat 94 74 94 83 86

Kerosene 100 97 100 99 99

Sugar 93 69 94 83 85

None 0 1 0 1 0.5

N 240 231 237 240 948

171

Annexure 58: Access, Usage, Quality and Awareness about PDS services (Percentage)



Details of all family members are included in the card

93 240 77 231 89 237 94 240 88 948

Have a LPG connection 10 240 5 231 3 237 12 240 8 948

AAY card holders are aware of the entitlement of 29 kg rice and 6 kg of wheat per month

71 16 25 15 50 28 33 21 44 80

BPL card holders are aware of the entitlement of 4 kg rice and one kg wheat per unit per month

65 202 37 153 25 187 33 173 41 715

Aware that the quota of kerosene and sugar varies every month depending on stock

10 240 6 228 8 237 24 237 12 942

Ration is given at one time 91 240 56 228 45 237 63 237 66 942

Aware that the ration shop should be open all days except on Tuesdays

34 240 7 228 3 237 20 237 17 942

Aware of the working hours of the ration shop 53 240 20 228 12 237 35 237 30 942

Items purchased from the ration shop are weighed / measured properly

48 240 70 228 72 237 32 237 49 942

Aware of the prices to be charged for the purchases made

45 240 42 228 16 237 37 237 35 942

Right price charged for the purchased items 79 108 36 95 47 38 84 88 63 329

AAY card holders are aware that the price to be charged is Rs. 3/kg of rice and Rs. 2/kg of wheat

38 16 13 15 18 28 10 21 19 80

BPL card holders are aware that the price to be charged is Rs. 3/kg of rice and Rs. 3/kg of wheat

48 202 34 153 13 187 25 173 30 715

Aware that the price to be charged is Rs. 13.50/kg of sugar and Rs.9.50-10.10/lt of kerosene

31 240 22 228 14 237 24 237 23 942

Aware that the prices of ration items have to be displayed in front of the shop

21 240 12 231 5 237 28 240 17 948

Aware that the stock position of the items have to be displayed in front of the shop

20 240 9 231 5 237 14 240 12 948

Aware that there has to be a board in front of the shop that displays the officer to be contacted in case of a complaint

8 240 3 231 2 237 9 240 6 948

Aware that there is a consumer helpline number for grievances

4 240 1 231 0 237 5 240 3 948

Consumer helpline No. displayed in front of the shop

3 240 0 231 0 237 3 240 2 948

Aware that the consumer helpline No. has to be displayed in front of the shop

3 240 2 231 0 237 5 240 3 948

Aware that there is a Vigilance committee for the ration shop

8 240 5 231 2 237 13 240 7 948

Aware that the names of vigilance committee members have to be displayed in front of the shop

5 240 3 231 1 237 8 240 5 948

172

Annexure 59: Awareness on the quantity of rice and wheat entitled to get from the ration shop (Percentage)


Rice Wheat Rice Wheat Rice Wheat Rice Wheat Rice Wheat

Aware of entitlement 70 76 62 84 89 92 52 73 67 81

Reported correct amount of entitlement (Among those who were aware of entitlement)

73 67 82 61 57 55 98 70 76 63

N 240 228 237 237 942

Annexure 60: Drawing regular quota of rice and wheat last month (Percentage)


Yes 91 72 89 78 83

No 6 20 10 6 10

Can’t Say 3 8 0 17 7

N 225 170 222 200 817

Annexure 61: Reasons for not drawing regular quota of rice and wheat last month (Percentage)


Regular quota not issued 33 97 19 90 61

Not issued on time 22 6 14 10 10

Poor Quality 11 3 0 0 3

Did not require regular quota 33 12 71 0 28

N 14 34 22 12 82

Annexure 62: Average quantity of rice and wheat purchased from the ration shop per month (In Kg)

Average (kg) Bangalore Belgaum Gulbarga Mysore Karnataka

Rice 15.94 15.74 16.46 15.71 15.98

Wheat 2.29 2.42 2.73 2.52 2.49

N 225 170 222 200 817

173

Annexure 63: Awareness on the entitlement of kerosene and sugar during last month (Percentage)



Kerosene 70 240 98 224 97 237 84 237 87 938

Sugar 66 223 70 159 85 225 70 199 73 806

Annexure 64: Source of information for the quota of kerosene and /or Sugar during last month (Percentage)


Board at ration shop 5 5 1 2 3

Ration shop owner 37 63 25 47 43

News paper 2 0 0 1 1

Vigilance committee member 0 0 0 7 2

Neighbours 54 32 71 43 42


N 168 220 232 202 822

Annexure 65: Drawing regular quota of Kerosene and Sugar last month (Percentage)



Kerosene 97 240 98 231 95 237 95 240 97 948

Sugar 97 223 99 159 94 225 95 199 97 806

Annexure 66: Reasons for not drawing regular quota last month (Percentage)


Regular quota not issued 50 75 33 100 62

Not issued on time 38 25 17 0 17

Poor quality 0 0 0 0 0

Did not require regular quota

13 0 50 0 21

N 8 4 18 12 42

174

Annexure 67: Average quantity of kerosene (lit) and sugar (kg) purchased from the ration shop last month


L/Kg N L/Kg N L/Kg N L/Kg N L/Kg N

Kerosene 2.88 240 3.01 231 3.03 237 2.92 240 2.96 948

Sugar 1.00 223 1.07 159 1.16 225 1.07 199 1.07 806

Annexure 68: Number of times in a month ration is drawn (Percentage)


1 time 94 98 51 51 75

2 times 4 1 49 49 24

>2 times 2 0 0 0 1

N 240 228 237 237 942

Annexure 69: Ration shop is open on all working days (Percentage)


Always 26 13 12 19 18

Some times 74 86 88 80 81

N 240 231 237 240 948

Annexure 70: Ration shop is open during working hours (Percentage)


Always 48 70 72 32 49

Sometimes 52 30 28 68 51

N 126 46 29 84 285

Annexure 71: Cash bill given for the purchase made (Percentage)


Always 39 25 12 30 28

Some times 11 9 8 17 11

Never 50 65 81 52 60

N 240 228 237 237 942

175

Annexure 72: Average Price paid for (Rs.)

Rice Bangalore Belgaum Gulbarga Mysore Karnataka

Average price 3.82 3.27 3.41 3.14 3.41

N 93 119 40 93 345

Wheat Bangalore Belgaum Gulbarga Mysore Karnataka

Average price 3.19 3.17 3.21 3.12 3.16

N 93 118 39 91 341

Kerosene Bangalore Belgaum Gulbarga Mysore Karnataka

Average price 10.32 11.13 10.57 10.01 10.58

N 104 175 51 125 455

Sugar Bangalore Belgaum Gulbarga Mysore Karnataka

Average price 14.72 15.18 14.44 14.84 14.89

N 95 115 40 91 341

Annexure 73: Prices of ration items displayed in front of the shop (Percentage)


Always 13 8 3 25 13

Some times 18 9 6 45 20

Never 67 81 91 29 66

N 240 228 237 237 942

Annexure 74: Stock position of the items displayed in front of the shop (Percentage)


Always 13 8 3 25 12

Some times 19 9 6 46 20

Never 68 83 91 30 68

N 240 228 237 237 942

Annexure 75: Board in front of the shop displaying the officer to be contacted for a complaint

(Percentage)


Yes 7 2 0 4 3

No 46 80 58 51 59

Do not know 46 17 41 44 37

N 240 228 237 237 942

176

Annexure 76: Problem and Grievance redress (Percentage)



Faced problem with the services provided at the ration shop

5 240 10 228 1 237 16 237 8 942


Problem solved 60 5 0 0 0 1 19 15 28 21

Annexure 77: Nature of problem faced by the respondents (Percentage)


Don't provide in correct time 23 4 0 5 8

They don't provide proper ration

23 46 0 28 32

Others 48 56 150 81 61

N 12 23 2 38 75

Multiple responses

Annexure 78: Source of information on whom to complain to who to complain to (Percentage)


I knew it 40 0 100 19 27

Notice board at ration shop 0 0 0 6 4

Other customers 0 0 0 19 13

Ration shop owner 0 0 0 19 13

Friends and relatives 0 0 0 31 22



N 5 0 1 15 21

Annexure 79: Person to whom complaint was made (Percentage)



Called help line 0 0 0 0 0

Village Accountant 20 0 0 6 26


Food Inspector 40 0 0 69 59


N 5 0 1 15 21

177

Annexure 80: Satisfaction level with grievance redressal (Percentage)


Completely 20 0 0 19 18

Partially 20 0 0 19 18


0 0 0 19 13

Dissatisfied 60 0 100 44 50

N 5 0 1 15 21

Annexure 81: Paid extra money as bribe to get ration card (Percentage)


Yes 4 6 1 32 11

No 96 93 99 67 88

N 240 231 237 240 948

Annexure 82: Purpose for which extra money was paid (Percentage)


Ration card 78 33 33 81 73

For form 11 8 0 0 2

For drawing ration 0 25 0 10 10

Others 11 34 67 9 15

N 10 13 3 76 102

Multiple Responses

Annexure 83: Average amount paid to get the work done (Rs.)


Average 56.11 62.38 55 37.2 42.78

N 10 13 3 76 102

Annexure 84: Citizen Charter (Percentage)



Aware of the Citizen Charter at ration Shop

4 240 1 231 0 237 3 240 2 948

Seen the Citizen Charter 20 10 33 3 0 1 43 7 28 21

178

Annexure 85: Number of pensioners in the selected households (Percentage)


One 97 100 98 92 96

Two 3 0 2 8 4

N 130 132 167 142 571

Annexure 86: Age distribution of pensioners (Percentage)


Less than 15 0 0 0 0 0

16 to 30 5 5 5 6 5

31 to 60 39 28 16 37 29

More than 60 57 67 78 57 65

N 130 132 167 142 571

Annexure 87: Gender of the pensioners (Percentage)


Male 42 32 58 23 38

Female 58 68 42 77 62

N 130 132 167 142 571

Annexure 88: No. of years since the pension is being received (Percentage)


< one year 36 37 24 8 26

1-3 years 24 38 46 54 40

>3 years 39 25 31 37 33

N 130 132 167 142 571

179

Annexure 89: Source of information about the eligibility of pension (Percentage)


Family members/Neighbours 47 63 68 17 56

Gram Panchayat member/President 13 27 30 50 24


Gram Panchayat Secretary 6 2 18 8 7

NGOs’/Local groups 4 6 3 0 4


I knew it 4 4 0 0 3

Others 8 2 11 16 8

N 47 49 40 12 148

Multiple Responses

Annexure 90: Source of application form for pension scheme (Percentage)


Taluk office 72 51 38 75 56

Gram Panchayat office 13 47 45 17 32

Local NGO 0 0 3 0 1

Others 14 2 14 8 11

N 47 49 40 12 148

Annexure 91: Time taken to collect necessary documents (Percentage)


Less than 15 days 83 87 56 67 76

16 to 30 days 11 9 18 25 13

1 to 3 months 2 0 0 8 1

More than 3 months 4 4 26 0 9

N 47 49 40 12 148

Annexure 92: Average amount spent to get required documents (Percentage)


Average amount 438.84 521.81 478.2 770.4 502.34

N 47 49 40 12 148

180

Annexure 93: Source of help in getting required documents (Percentage)


Family members/Neighbours 51 76 63 42 61





Others 12 4 20 8 13

N 47 49 40 12 148

Multiple responses

Annexure 94: Person who submitted the application form in the Taluk office (Percentage)


On my own 21 12 5 25 21

Family members 40 61 45 25 40






N 47 49 40 12 148

Annexure 95: No. of visits made to Taluk office to get the pension sanctioned (Percentage)


One 7 9 13 0 9

Two 34 41 13 9 29

Three 22 17 39 9 23

More than three 37 33 35 82 39

N 47 49 40 12 148

Annexure 96: Average days taken to get Sanction Letter after submitting the application form (Percentage)


Average number of days 71.67 86.33 137.41 118.92 93.78

N 47 49 40 12 148

181

Annexure 97: Visit to the sub treasury to follow up release of pension amount (Percentage)


Yes 17 8 5 8 10

No 83 92 95 92 89

N 47 49 40 12 148

Annexure 98: Average number of times the sub-treasury was visited (Percentage)


Average number of times 2 3.5 2.5 3 2.52

N 8 4 2 1 15

Annexure 99: Monthly pension received (Rupees)


Rs. Rs. Rs. Rs. Rs.

Indira Gandhi National old Age Pension

400 400 400 400 400

Sandhya Suraksha Yojane 400 400 400 400 400

Destitute widow Pension 398.9 394.4 400 400 398.5

Physically handicapped 498.9 457.1 433.3 650.0 495.4

National Family Benefit Scheme

400 0 0 0 400

Aam Admi Bhima Yojana 0 0 0 400 400

Janani Sishu Suraksha Yojane 0 0 1000 0 1000

N 130 132 167 142 571

Annexure 100: Mode of getting the pension (Percentage)


Bank 2 12 7 1 5

Money order 98 88 93 98 94

N 130 132 167 142 571

182

Annexure 101: Frequency of visit to the post office/bank to enquire about the receipt of pension (Percentage)


Always 26 45 14 6 21

Some times 25 44 10 71 36

Not at all 50 11 76 23 42

N 130 132 167 142 571

Annexure 102: Distance from house to post office/bank (Percentage)


Less than one km 28 41 37 1 27

2 to 3 km 55 49 58 92 64

4 to 5 km 17 10 4 7 9

More than 5 km 28 41 37 1 27

N 130 132 167 142 571

Annexure 103: Regularity in getting pension (Percentage)


Always 28 41 37 1 27

Some times 55 49 58 92 64

Not at all 17 10 4 7 9

N 130 132 167 142 571

Annexure 104: Pension last received (Percentage)


Up-to-date 14 1 1 0 3

One month back 45 12 14 20 22

Two months back 28 21 57 35 36

Three months back 8 35 26 38 28

Three to six months back 4 23 2 7 8

More than six months 1 8 0 0 2

N 94 78 104 141 417

183

Annexure 105: Awareness Levels for Receiving pension (Percentage)



Knew the date on which pension is to be received

5 130 3 132 2 167 2 142 3 571

Aware that pension is to be received on 7th every month

1 130 0 132 1 167 1 142 1 571

Annexure 106: Source of Receiving Life Certificate (Percentage)


Bank Manager 1 3 6 4 4

Post Master 56 23 65 44 50

Doctor 38 56 25 9 31

School Head Master 4 3 0 0 1


Not Applicable/Don’t Know

1 8 0 41 10

N 81 82 127 127 417

Annexure 107: Number of times the person was approached to obtain life certificate


Average 2.7 1.9 1.5 2.2 2.1

N 81 82 127 127 417

184

Annexure 108: Problem and Grievance Redressal Those Who Have Been Receiving Pension During The Last One Year (Percentage)



Faced problem in getting sanction letter for pension

3 48 6 41 0 45 45 14 7 148


Problem solved 0 0 0 0 0 0 50 1 50 1

Annexure 109: Problem and Grievance Redressal – All Pensioners (Percentage)



Faced problem in getting monthly pension during the last one year

3 130 8 132 1 167 12 142 6 571


Problem solved 100 1 0 0 0 0 0 2 33 3

Annexure 110: Corruption (Percentage)



Paid extra money during the last one year in connection with:-

i) Sanction letter 40 47 30 49 24 40 43 12 32 148

ii) Receiving monthly pension 24 130 30 132 9 167 62 142 31 571

iii) Life certificate 60 81 42 82 5 127 27 127 32 417

Annexure 111: Average amount paid (Rs.)


Rs. N Rs. N Rs. N Rs. N Rs. N

In connection with Sanction letter

297.22 19 735.71 14 811.11 9 600 5 542.93 47

In connection with receiving monthly pension

74.67 31 29.87 40 26.33 15 31.74 88 38.62 174

In connection with life certificate 140.26 49 132.62 34 208.89 6 73.33 34 140.26 123

185

Annexure 112: Money demanded / paid voluntarily (Percentage)


De

man

de

d

N

De

man

d

ed

N

De

man

d

ed

N

De

man

d

ed

N

De

man

d

ed

N

In connection with:

i) Sanction letter 56 19 100 14 89 9 100 5 79 47

ii) Receiving monthly pension 70 31 69 39 80 15 84 88 77 173

iii) Life certificate 79 49 85 34 78 6 17 34 79 123

Annexure 113: Receiving pension since two years (Percentage)


Yes 50 53 68 69 61

No 50 47 32 31 39

N 130 132 167 142 571

Annexure 114: Categories of livestock owned (Percentage)


Cows 68 47 51 89 64

Buffaloes 31 37 27 18 29

Bullocks and Bulls 27 46 59 30 38

Sheep and Goats 22 34 12 13 21

Poultry 5 7 3 3 5


N 162 134 118 121 535

Multiple responses

Annexure 115: Distance to veterinary dispensary from house (Percentage)


<1 km 50 34 31 16 35

2 to 3 km 29 12 19 34 24

4 to 5 km 11 15 19 14 14

>5 km 9 38 31 36 27

N 162 134 118 121 535

186

Annexure 116: Place where treatment was sought for the latest illness during the last 6 months

(Percentage)


Veterinary dispensary 54 69 56 32 53

Government veterinary doctor visited on call

42 31 42 63 44

Government veterinary compounder visited on call

3 1 1 6 3

N 162 134 118 121 535

Annexure 117: Mode of contacting the Government veterinary official for home visit (Percentage)

Bangalore Belgaum Gulbarga Mysore Total

Personal visit to the dispensary 1 15 21 1 8

Through telephone 99 80 77 99 91

Others 0 5 2 0 1

N 74 43 50 84 251

Annexure 118: Place where generally treatment is sought for the livestock (Percentage)


Government Veterinary dispensary 59 69 60 38 57

Government doctor visits home 36 28 35 59 39

Government compounder visits home 4 1 3 3 2

Private veterinary service 0 2 1 1 1

N 162 134 118 121 535

187

Annexure 119: Service at the veterinary dispensary (Percentage)



Those who took treatment at the Veterinary Dispensary or visited the Dispensary to contact official for home visit

Sought guidance for the procedure to receive services in the first visit to the Veterinary Dispensary

40 94 35 96 21 75 18 38 32 303

Doctor was available when visited the veterinary Dispensary during recent visit

90 94 73 96 88 75 90 38 84 303

Dispensary was clean 98 94 83 96 93 75 85 38 90 303

Those who took treatment at the Veterinary Dispensary

Medicines were given free (Asked those who were given All or Some prescribed medicines)

82 80 90 83 85 62 93 28 87 253

Paid fee to the veterinary Dispensary for treatment

51 87 27 92 17 66 41 38 34 283

Receipt given for the amount paid (Asked those who paid any fee to the dispensary)

28 44 27 24 8 12 31 15 26 95

Awareness on the services to be provided free except for a charge of Rs. 5/- for A.I.

27 87 34 92 12 66 51 38 30 283

Annexure 120: Source of guidance for procedure to receive veterinary service (Percentage)


Staff of veterinary dispensary 35 79 25 86 55

Others who come for treatment of their animals

65 21 75 14 45

N 36 36 17 7 96

188

Annexure 121: Waiting period for Doctor’s arrival during the recent visit (Percentage)


<15 minutes 50 9 0 0 15

16 to 30 minutes 13 30 43 50 30

31 minutes to One hour 13 35 43 50 33

>One hour 25 26 14 0 23

N 10 28 9 2 49

Annexure 122: Waiting period to see the doctor after his /her arrival (Percentage)


<15 minutes 90 38 81 62 67

16 to 30 minutes 9 37 16 24 22


>One hour 0 4 0 5 2

N 94 96 75 38 303

Annexure 123: Nature of service received at the veterinary dispensary during the recent visit (Percentage)


Vaccination 12 11 7 38 14

Artificial Insemination 10 11 4 30 11

Castration 1 0 3 3 1

Treatment for ailment 76 78 86 24 72


N 87 92 66 38 283

189

Annexure 124: Received prescribed medicines at the veterinary dispensary during the recent visit (Percentage)


All medicines 34 49 82 43 52

Few medicines 58 41 13 30 37

Not at all 9 10 6 27 11

N 87 92 66 38 283

Annexure 125: Average amount paid for the entire period of treatment (Rupees)

For: Bangalore Belgaum Gulbarga Mysore Karnataka

Treatment 27.5 85 61.25 49.17 48.32

Medicines 51.88 20 38.57 0 47.47

Artificial Insemination 8 13.57 30 6.67 10.04

Castration 80 0 0 7.5 52.78

Vaccination 38.33 7.5 30 10 31.16

N 44 24 12 15 95

Annexure 126: Person who visited home for treatment of animals (Percentage)


Veterinary doctor 90 98 100 88 91

Compounder 10 2 0 12 8

N 73 42 53 83 251

190

Annexure 127: Awareness of service standards to be provided (Percentages)



Aware that mobile veterinary service is available on all days and at all times

37 73 52 42 27 53 18 83 32 251

Aware that doctor/compounder/mobile unit should visit home within 2-3 hours of being informed

24 73 55 42 19 53 16 83 26 251

Aware that the charge for home visit is Rs. 60

6 73 17 42 4 53 9 83 8 251

Aware that the charge for artificial insemination is Rs.5

10 73 33 42 12 53 32 83 22 251

Annexure 128: Medicines and receipts for the amount paid (Percentages)



Medicines were given 74 73 86 42 75 53 66 83 74 251

Receipt given for the amount paid 11 73 17 42 4 53 4 83 8 251

Annexure 129: Nature of service received at home (Percentage)


Vaccination 4 5 14 63 26

Artificial Insemination 11 12 10 3 8

Castration 0 0 0 1 0

Treatment for ailment 79 83 76 30 63


N 73 42 53 83 251

191

Annexure 130: Average amount paid for door-step service (Rupees)


To doctor 72.87 85.89 100.96 82.22 81.84

To compounder 57.14 30 0 69.17 54.84

For artificial insemination 53.13 50 0 60 53.46

For medicines 63.5 40 40.83 66.25 58.45

N 73 42 53 83 251

Annexure 131: Problem and Grievance Redressal (Percentage)



Faced problem in getting veterinary services

3 162 10 134 2 118 7 121 5 535


Annexure 132: Nature of problem faced (Percentage)


Fever 0 8 0 13 7

Doctors don't come 20 31 0 13 22

Doctor come late 20 15 100 38 27

No hospital service 0 15 0 0 7

Death of animals 20 0 0 13 7

Doctor should come all the time 0 23 0 0 11

Others 40 8 0 52 24

N 5 13 2 8 28

Multiple responses

192

Annexure 133: Paid extra money as a bribe during the course of treatment (Percentage)


Yes 28 16 3 22 16

No 73 84 97 78 84

N 87 92 66 38 283

Annexure 134: Purpose for which extra money was paid (Percentage)


Treatment from doctor 86 87 100 100 89

Service from attender 0 7 0 0 2

Compounder for medicines 14 7 0 0 9


N 23 14 1 8 46

Annexure 135: Average amount paid (Rs.)


Amount paid 79.77 102.14 160 88.75 90.6

N 23 14 1 8 46

Annexure 136: Paid as bribe on demand / voluntarily (Percentage)


On demand 95 87 100 75 90

Voluntarily 5 13 0 25 10

N 23 14 1 8 46

Annexure 137: Visited veterinary dispensary two years back (Percentage)


Yes 61 77 57 56 63

No 39 23 43 44 37

N 162 134 118 121 535

193

Annexure 138: Class studied in during 2009-10 (Percentage)


Class 8 32 26 31 33 30

Class 9 36 34 34 35 35

Class 10 33 40 34 33 35

N 96 96 96 96 384

Annexure 139: Age of the student in completed years (Percentage)


Less than 15 36 20 30 57 36

15 to 16 40 33 36 32 35

16 to 17 21 40 27 11 24

Above 17 3 7 7 1 5

N 96 96 96 96 384

Annexure 140: Gender of the students (Percentage)


Male 41 61 68 44 53

Female 59 39 32 56 47

N 96 96 96 96 384

Annexure 141: Caste Category (Percentage)


SC/ST 46 22 15 43 33

OBC 29 65 68 32 47

General 23 14 18 24 20

N 96 96 96 96 384

194

Annexure 142: Average size of the Household


Adults – M 1.6 2.2 1.6 1.5 1.7

Adult – F 1.7 2.3 1.6 1.5 1.8

Children – M 1.0 0.7 1.6 1.0 1.1

Children F 1.2 0.5 1.1 1.2 1.0

Family size 5.6 5.8 5.9 5.2 5.6

N 96 96 96 96 384

Annexure 143: Possession of ration card (Percentage)


APL 31 35 9 4 21

BPL 59 56 77 92 70

AAY 8 3 8 4 6

No ration card 2 5 5 0 3

N 96 96 96 96 384

Annexure 144: Average Annual income of the household (Percentage)

Rupees Bangalore Belgaum Gulbarga Mysore Karnataka

Less than 12,000 62 71 43 85 65

12,001 to 20,000 29 29 47 11 29

20,001 to 50,000 8 0 8 1 4

50,001 to one lakh 1 0 1 1 1

More than one lakh 0 0 1 2 1

N 96 96 96 96 384

195

Annexure 145: Average number of children attending Government or Private High School


GHS PHS GHS PHS GHS PHS GHS PHS GHS PHS

Boys 0.47 0.01 0.74 0 0.82 0 0.51 0.01 0.64 0.01

Girls 0.75 0 0.46 0 0.38 0.01 0.66 0.02 0.56 0.01

Total 1.22 0.01 1.2 0 1.2 0.01 1.17 0.03 1.2 0.01

N 96 96 96 96 96 96 96 96 384 384

Annexure 146: Type of school the students attended (Percentage)


Boys School 0 0 2 0 0

Girls school 1 0 4 0 1

Co-education 98 99 94 100 98

N 96 96 96 96 384

Annexure 147: Medium of Instruction (Percentage)


English 3 1 1 0 1

Kannada 97 99 99 100 99

N 96 96 96 96 384

Annexure 148: Place of Residence of students during the last academic year (Percentage)


Government Hostel 1 2 6 13 5

Home 99 98 94 87 95

N 96 96 96 96 384

196

Annexure 149: Distance to the Govt. High School (Percentage)



1 to 3 km 34 28 27 48 35

3 to 5 km 8 1 7 11 7

More than 5 km 8 5 14 7 8

N 96 96 96 96 384

Annexure 150: Is this the nearest Government High school to the student’s house/hostel (Percentage)


Yes 88 72 93 98 87

No 12 28 7 2 13

N 96 96 96 96 384

Annexure 151: Reasons for not going to the nearest school (Percentage)


Did not get admission 18 0 0 0 5

Quality of education is poor 27 42 14 100 38

Infrastructure is not good 9 31 86 0 30

No extracurricular activities 0 4 0 0 2

Others 45 23 0 0 24

N 11 26 7 2 46

Annexure 152: Usual mode of travel to the Govt. High School (Percentage)


Walk 17 40 40 21 29

Bicycle 60 52 43 68 56

Auto 3 0 5 2 2

Private vehicle 11 3 0 0 4

Government bus 9 5 13 8 9

N 96 96 96 96 384

197

Annexure 153: Time taken to reach the Govt. High School ((Percentage)


Less than 30 min 93 82 83 86 86

31 to 60 min 7 18 16 14 13

1 to 2 hours 0 0 1 0 0

N 96 96 96 96 384

Annexure 154: Usage of facilities at Government High School (Percentage)



Regular attendance to the Govt. High School during the last academic year

100 96 99 96 99 96 100 96 100 384

Paid fees to the school 91 96 100 96 42 96 91 96 83 384

Received receipt for fees paid (Asked those who paid a fee)

67 87 72 96 33 40 36 87 54 310

Student received scholarship 54 96 22 96 20 96 49 96 37 384

School conducted study tour last year

82 96 86 96 60 96 76 96 77 384

Student participated in the study tour (Asked those whose schools conducted study tours last year)

53 78 51 80 90 58 57 72 59 288

Annexure 155: Average amount paid for the following (Rs.):


Admission 123.67 230.5 147.87 78.88 149.49

Exam fee 82.15 85.98 82.76 56.65 76.39

Excursion 227.17 458.19 75.5 300.5 328.87

Annual day 57.82 54.85 50.5 54.67 55.34

Sports events 62.26 50.5 50.5 50.5 56.26

N 87 96 40 87 310

198

Annexure 156: Reasons for not going on the study tour (Percentage)


Cannot afford 3 10 0 39 15

Family commitments 76 74 50 42 65

Not interested 14 13 50 16 16

Others 8 3 0 3 5

N 37 39 6 31 113

Annexure 157: Items given free by the Government High School

Bangalore

Belgaum

Gulbarga

Mysore

Karnataka


Text books 85 96 88 96 99 96 99 96 92 384

Mid day meal 100 96 99 96 100 96 100 96 100 384

Uniform (Asked girl students) 84 58 76 36 100 32 100 54 89 180

Bicycle 95 96 88 96 90 96 91 96 91 384

Note books and compass box (Asked SC/ST students)

74 48 53 22 90 11 100 45 78 126

Items given free at the beginning of each year

Text books (Asked students who received textbooks)

100 81 100 82 100 95 100 94 100 352

Uniform (Asked girl students who received uniform)

100 47 100 27 100 32 98 54 99 160

Note books and compass box (Asked SC/ST students who received notebooks and compass box)

97 34 100 11 100 10 100 44 99 99

199

Annexure 158: Awareness on the items provided free by the Government High School (Percentage)



Respondent is aware that all students must receive free text books every year

84

96 91 96 97 96 95 96 91 384

Respondent is aware that all girl students must receive one set of uniform every year

73 96 94 96 94 96 95 96 88 384

Respondent is aware that all SC/ST students must get a set of note books and a compass box every year

75 96 81 96 93 96 89 96 84 384

Respondent is aware that all students in standard 8 must receive a bicycle

98 96 96 96 98 96 99 96 98 384

Annexure 159: Regularity of teachers to the Government High School (Percentage)


Always 97 99 99 93 97

Some times 3 1 1 7 3

N 96 96 96 96 384

Annexure 160: Classes conducted regularly by the teachers in the Government High School (Percentage)


Always 98 97 100 99 98


N 96 96 96 96 384

200

Annexure 161: Monthly tests conducted regularly by the teachers in the Government High School (Percentage)


Always 96 94 68 81 86

Some times 4 5 32 19 14

Not at all 0 1 0 0 0

N 96 96 96 96 384

Annexure 162: Home work given regularly in the Government High School (Percentage)


Always 98 97 68 94 90



N 96 96 96 96 384

Annexure 163: Home work checked regularly in the Government High School (Percentage)


Always 98 86 67 77 83

Some times 2 14 32 23 17


N 96 96 96 96 384

Annexure 164: Happy about quality of teaching in all subjects at Government High Schools (Percentage)


Yes 98 86 67 77 83

No 2 14 32 23 17

N 96 96 96 96 384

201

Annexure 165: Subjects for which teaching was not good in the Government High School (Percentage)


English 17 50 100 50 40

Mathematics 50 38 100 50 46

Hindi 0 13 0 50 11

Social 0 25 0 0 12

Kannada 33 50 0 0 36

Science 0 0 0 50 6

N 6 14 2 4 26

Annexure 166: School conducts special classes (Percentage)


Yes 78 38 35 67 56

No 22 62 65 33 44

N 96 96 96 96 384

Annexure 167: Subjects for which the school conducted special classes (Percentage)



Science 9 43 59 14 23

English Grammar 36 54 47 6 32

Hindi 4 3 9 2 4

Social 7 29 9 0 9

Kannada 9 14 9 0 7

All Subjects 42 3 3 77 41

N 74 35 34 64 207

202

Annexure 168: Student takes private tuition (Percentage)


Yes 11 26 5 1 11

No 89 74 95 99 89

N 96 96 96 96 384

Annexure 169: Subjects in which the student took private tuition (Percentage)



Science 10 54 80 0 43

English Grammar 40 96 80 0 77

Hindi 0 0 0 0 0

Social 0 0 20 0 2

Kannada 0 4 0 0 3

All Subjects 40 0 0 100 13

N 10 24 5 1 40

Annexure 170: Average fee paid for tuition per month (Percentage)


Amount paid 45 326 588 50 281

N 10 24 5 1 40

Annexure 171: Parent Teachers’ Association (PTA) (Percentage)


Yes 48 15 47 76 46

No 14 28 19 16 19

Don’t know 38 57 34 8 35

N 96 96 96 96 384

203

Annexure 172: Frequency of PTA meetings held during the last academic year (Percentage)


Monthly 39 79 40 31 39

Bi monthly 13 14 44 8 18

Quarterly 26 7 13 33 25

Half yearly 11 0 2 15 10

Annually 4 0 0 4 3

Not held 2 0 0 0 1

Don’t Know/Can’t Say 4 0 0 8 5

N 46 14 45 72 177

Annexure 173: Student is aware of the SDMC in his locality (Percentage)


Yes 60 56 26 71 55

No 40 44 74 29 45

N 96 96 96 96 384

Annexure 174: Frequency of SDMC meetings held during last academic year (Percentage)


Monthly 31 82 48 22 43

Bi monthly 13 10 24 6 11

Quarterly 11 4 12 18 12

Half yearly 30 0 0 26 18

Annually 3 0 0 10 4

Not held 2 2 0 1 1

DK / CS 10 2 16 16 11

N 58 54 25 68 205

204

Annexure 175: Infrastructure and Facilities (Percentage)



School building in good condition 95 96 83 96 96 96 98 96 93 384

There are separate class rooms for each standard/class

99 96 94 96 98 96 97 96 97 384

Audio-video facility in the school 74 96 65 96 31 96 51 96 57 384

Drinking water available 82 96 71 96 89 96 94 96 83 384

Toilet facilities available 80 96 55 96 67 96 98 96 75 384

There are separate toilets for girls (Asked where toilet facilities were available)

92 76 94 51 95 64 92 93 93 284

Water is usually available in the toilets (Asked where toilet facilities were available)

84 76 37 51 94 64 71 93 73 284

School has a playground 98 96 86 96 95 96 100 96 95 384

School has a library 68 96 39 96 53 96 74 96 59 384

Access to library (Asked those whose school had a library)

61 69 25 25 85 86 95 47 73 227

School has a laboratory 52 96 43 96 13 96 38 96 38 384

School has a notice board 89 96 60 96 55 96 92 96 75 384

Annual Day conducted last academic year

95 96 89 96 89 96 68 96 85 384

School has the following clubs:

Science club 33 96 12 96 28 96 36 96 27 384

Arts club 23 96 2 96 23 96 7 96 14 384

Music club 38 96 30 96 27 96 13 96 27 384

Sports club 79 96 57 96 42 96 98 96 70 384

Debate club 57 96 53 96 36 96 31 96 45 384

Debates and quiz competitions were held last academic year

78 96 78 96 77 96 36 96 67 384

Annexure 176: Provision of benches and tables in the Govt. High School (Percentage)


Only benches 26 6 21 6 15

Benches and tables 72 94 79 94 84

None 2 0 0 0 1

N 96 96 96 96 384

205

Annexure 177: Assembly/Prayer conducted in the Govt. High School (Percentage)


Every day 100 99 100 99 99

Once a week 0 1 0 1 1

Once a month 0 0 0 0 0


N 96 96 96 96 384

Annexure 178: Activities participated by the students during the last academic year (Percentage)


Quiz 12 44 45 7 26

Debates 11 14 3 3 9

Sports 13 2 20 52 21

Science club 2 1 1 4 2

Songs 1 5 0 0 2

Others 2 6 3 28 11

N 96 96 96 96 384

Annexure 179: Problem and Grievance Redressal (Percentage)

Details Bangalore Belgaum Gulbarga Mysore Karnataka


Faced problem during last academic year

0 96 25 96 0 96 5 96 8 384


Problem solved 0 0 86 16 0 0 33 3 76 19

206

Annexure 180: Corruption (Percentage)



Paid extra money/bribe during last academic year

7 96 26 96 0 96 3 96 9 384

Paid extra money at the time of:

Admission

100 7 30 24 0 0 0 3 36 34

Obtaining Textbooks/Notebooks/Bicycle/Uniform

83 7 79 24 0 0 0 3 44 34

Other 60 7 82 24 0 0 100 3 67 34

Annexure 181: Average amount paid in rupees


Amount paid (Rs.) 714.29 145 0 56.67 264.35

N 7 24 0 3 34

Annexure 182: Money demanded / paid voluntarily (Percentage)


Demanded 43 88 0 100 79

Paid voluntarily 57 13 0 0 21

N 7 24 0 3 34

Annexure 183: Citizen Charter (Percentage)



Aware of the citizen charter at School

5 96 8 96 2 96 11 96 7 384

Seen the citizen charter 80 5 57 7 50 2 80 10 71 24

207



Less than 15 2 4 3 1 2

16 to 30 57 52 51 42 51

31 to 60 37 34 39 43 38

More than 60 5 10 7 14 9

N 122 122 122 120 486



Male 44 43 53 36 44

Female 56 57 47 64 56

N 122 122 122 120 486

Annexure 186: Caste Category of the respondent (Percentage)


SC / ST 53 39 30 28 38

OBC 32 37 52 8 31

General 15 24 19 63 30

N 122 122 122 120 486




Labourer 27 21 20 9 20


Employee 1 4 1 1 2

Student 4 7 10 5 6

House wife 25 20 27 36 27

Retired 0 0 0 1 0


N 122 122 122 120 486

208

Annexure 188: Education Level of the respondents (Percentage)






Secondary 22 13 6 22 16

PUC 7 6 6 11 7

Diploma 2 0 1 3 1

Graduate 1 3 2 3 2

Post Graduate 0 1 0 0 0

Others (Specify)

N 122 122 122 120 486

Annexure 189: Type of Ration Card owned (Percentage)


APL 8 11 4 18 11

BPL 85 83 89 81 84

AAY 2 3 3 0 2

Don’t know 4 2 4 1 3

N 122 122 122 120 486

Annexure 190: Self-Reported Annual Income of the Household (Percentage)


<12,000 75 82 59 83 76

12001 to 20,000 24 16 35 14 21

20,001 to 50,000 2 2 5 2 2

50,001 to one lakh 0 0 1 1 0

>1 lakh 0 1 0 0 0

N 122 122 122 120 486

209

Annexure 191: Distance from the Patient’s home to the PHC (Percentage)



1 to 3 km 17 8 18 27 17

3 to 5 km 19 7 9 17 13

More than 5 km 13 3 29 18 15

N 122 122 122 120 486

Annexure 192: Mode of transport to the PHC (Percentage)


Walk 39 75 48 37 50

Bicycle 1 1 1 0 1


Auto 24 7 29 19 19


Private bus 0 0 0 0 0


Ambulance 0 1 1 1 1

Others (specify) 0 0 0 0 0

N 122 122 122 120 486

Annexure 193: Time taken to reach the PHC (Percentage)


Less than 30 minutes 84 94 85 86 88

31 to 60 minutes 16 6 14 9 11

1 to 2 hours 0 0 1 5 1

More than 2 hours 0 0 0 0 0

N 122 122 122 120 486

210

Annexure 194: Type of illness for which treatment was sought (Percentage)

Illness Bangalore Belgaum Gulbarga Mysore Karnataka

Delivery 25 3 16 27 18

Fever 16 23 27 21 21

Stomach ache 11 4 7 8 8

Cough 9 6 7 3 6

Head ache 7 6 11 11 8

Cold 4 5 3 3 4

Hands and leg pain 4 6 7 6 5

Loose motion 3 3 3 4 4

Vomit 3 1 7 2 3

Body pain 2 10 5 4 5

Others 33 49 29 43 33

N 122 122 122 120 486

Annexure 195: In-patient / out-patient Treatment (Percentage)


In patient 31 32 33 27 31

Out patient 69 68 67 73 69

N 122 122 122 120 486

Annexure 196: Services utilized during Current Visit to PHC (Percentage)



Sought guidance for the procedure in the first visit

12 122 24 122 7 122 48 120 23 486

Doctor was available during the recent visit to PHC

78 122 88 122 81 122 91 120 84 486

Doctor listened to the patient patiently

99 122 98 122 93 122 100 120 98 486

Cleanliness of Doctor’s 98 122 98 122 95 122 100 120 98 486

211

chamber

Doctor prescribed medicine 93 122 82 122 83 122 93 120 88 486

Medicines given free of cost 89 110 96 98 97 98 74 87 88 393

Laboratory tests prescribed 15 122 18 122 21 122 9 120 16 486

Given bed after admission 100 38 92 39 45 40 69 32 79 149

Ward kept clean 92 38 72 39 78 40 91 32 83 149

Nurse attended when needed 100 38 95 39 85 40 69 32 89 149

Paid fee / charges to PHC for treatment

11 122 9 122 0 122 3 120 6 486

Annexure 197: Source of guidance for the procedure to be followed in the first visit (Percentage)


Staff of PHC 67 72 63 46 57

Attendant 27 10 25 5 11

Other patients 7 17 13 49 32

N 15 29 8 57 109

Annexure 198: Waiting period for the doctor to arrive (Percentage)


<15 minutes 22 20 35 55 30

16 to 30 minutes 11 47 48 36 31


>One hour 56 27 4 9 30

N 27 15 23 11 76

Annexure 199: Procedure to see the doctor (Percentage)


First come first served basis 95 83 91 47 79

Token system 0 2 0 31 8

No procedure 5 15 9 23 13

N 122 122 122 120 486

212

Annexure 200: Waiting period to see the doctor after his/her arrival (Percentage)


<15 minutes 83 67 75 79 76

16 to 30 minutes 16 32 25 20 23


>One hour 1 0 0 0 0

N 122 122 122 120 486

Annexure 201: Availability of doctor during the course of treatment (Percentage)


All times 77 75 74 73 75

Some times 22 24 26 27 25

Rarely 1 1 0 0 0

N 122 122 122 120 486

Annexure 202: Received prescribed medicines at PHC (Percentage)


All 46 56 83 21 49

Some 46 44 17 55 43

None 7 0 0 23 8

N 114 100 101 112 427

Annexure 203: Received expired medicines at PHC (Percentage)


Yes 1 5 10 0 4

No 61 85 55 78 69

Do not know 38 10 35 22 27

N 110 98 98 87 393

213

Annexure 204: Place where prescribed laboratory tests were conducted (Percentage)


PHC 25 88 96 63 74

Private 75 13 4 38 26

N 16 24 26 8 74

Annexure 205: Time taken by the PHC staff for admission process (Percentage)


<15 minutes 92 79 58 81 77

16 to 30 minutes 8 18 43 19 21


N 36 39 40 32 149

Annexure 206: Awareness on the services to be provided free of cost by the PHC (Percentage)



Free bed 95 38 67 39 95 40 91 32 86 149

Ward to be kept clean 95 38 67 39 93 40 88 32 85 149

Nurse on call at all times 92 38 62 39 60 40 88 32 76 149

Free Consultation 93 122 65 122 63 122 94 120 80 386

Free treatment 93 122 86 122 91 122 94 120 91 386

Free medicines 91 122 84 122 89 122 90 120 89 386

Free diagnostic tests 49 122 60 122 47 122 58 120 54 386

Annexure 207: Average amount paid at the PHC (Rupees)


Treatment 121.8 44.0 0.0 30.0 94.8

Medicines 131.7 37.5 0.0 30.0 89.8

Laboratory 90.0 0.0 0.0 0.0 90.0

Not specified 303.3 11.0 0.0 500.0 238.7

N 14 11 0 3 28

214

Annexure 208: Cured after treatment (Percentage)


Yes 33 58 33 29 39

No 1 7 4 0 3

Under treatment 66 34 63 71 58

N 122 122 122 120 486

Annexure 209: Awareness of the citizen charter at PHC (Percentage)



Aware of the citizen charter at PHC

1 122 8 122 0 122 23 120 8 486

Seen the citizen charter 100 1 100 10 0 0 96 27 79 38

Annexure 210: Visited PHC two years ago (Percentage)


Yes 87 75 54 78 75

No 13 25 46 23 25

N 122 122 122 120 486



Less than 15 0 2 2 0 1

16 to 30 57 37 53 29 44

31 to 60 37 43 40 64 46

More than 60 7 18 5 7 9

N 60 60 60 60 240

215



Male 65 70 50 47 59

Female 35 30 50 53 41

N 60 60 60 60 240

Annexure 213: Caste category of the respondents (Percentage)


SC / ST 34 29 44 41 37

OBC 57 58 54 20 47

General 9 13 2 39 16

N 60 60 60 60 240

Annexure 214: Average family size


Adults – M 2.2 2.4 2.1 2.0 2.2

Adult – F 2.1 2.1 2.1 1.8 2.0

Children – M 1.1 0.9 1.3 1.0 1.1

Children F 1.2 0.7 0.9 1.1 1.0

Family size 6.6 6.1 6.4 5.9 6.3

N 60 60 60 60 240




Labourer 27 23 35 24 27


Employee 0 5 2 8 4

Student 2 2 2 0 1

House wife 12 20 20 37 22

Retired 0 2 0 2 1


N 60 60 60 60 240

216

Annexure 216: Education Level of the respondents (Percentage)



Literate without formal schooling

3 2 7 8 5



Secondary 17 7 7 20 13

PUC 12 11 3 8 9

Diploma 0 0 0 2 0

Graduate 0 2 2 3 2



N 60 60 60 60 240

Annexure 217: Type of ration card owned/Economic status (Percentage)


APL 15 2 13 10 10

BPL 85 92 85 88 88

AAY 0 7 2 0 2


N 60 60 60 60 240

Annexure 218: Annual income of the household (Percentage)


<12,000 60 88 68 69 72

12001 to 20,000 35 12 17 31 24

20,001 to 50,000 5 0 10 0 3

50,001 to one lakh 0 0 2 0 0

>1 lakh 0 0 3 0 1

N 60 60 60 60 240

217

Annexure 219: Mode of transport to reach the District Hospital (Percentage)

Mode of transport Bangalore Belgaum Gulbarga Mysore Karnataka

Walk 0 0 0 0 0

Bicycle 0 0 0 0 0


Auto 32 10 18 41 25




Ambulance 0 32 7 25 16

Others (specify) 0 0 0 0 0

N 60 60 60 60 240

Annexure 220: Time taken to reach the District Hospital (Percentage)

Time taken Bangalore Belgaum Gulbarga Mysore Karnataka

Less than 30 min 82 10 42 24 40

31 to 60 min 13 40 17 53 31

1 to 2 hours 5 47 18 22 23


N 60 60 60 60 240

Annexure 221: Reasons for choosing this particular hospital for treatment (Percentage)


Low cost of treatment 93 72 67 58 73

Treatment is better 7 22 20 0 12

Recommended 0 7 0 3 3

Referred by doctor 0 0 0 36 9

Staff is known 0 0 0 3 1


N 60 60 60 60 240

218

Annexure 222: Type of illness for which treatment was sought in the District Hospital (Percentage)


Accident 2 15 43 10 16

Delivery 25 5 8 24 16

Operation 3 8 3 5 5

Fever 5 12 15 3 8

Others 65 60 31 58 55

N 60 60 60 60 240

Annexure 223: For the same illness, whether treatment was taken at other health facility (Percentage)


Yes 35 10 17 61 31

No 65 90 83 39 69

N 60 60 60 60 240

Annexure 224: For the same illness, at other health facility, where was the treatment taken (Percentage)


Private hospital 30 0 90 11 27

Private clinic 20 100 0 28 27

District Hospital/CHC 50 0 10 61 46

N 20 5 10 36 71

Annexure 225: Place of admission within the hospital (Percentage)


Emergency ward 5 33 43 61 34

In-patient ward 95 67 57 39 66

N 60 60 60 60 240

219

Annexure 226: Feedback on facilities and Service (Percentage)



Sought guidance for the admission procedure

48 60 13 60 50 60 17 60 32 240

Received a bed immediately after admission

97 60 88 60 85 60 83 60 89 240

Received a bed during the period of hospitalization (from among those who replied “No” to receiving a bed immediately)

100 2 100 7 89 9 100 10 97 28

Doctor listened patiently 100 60 87 60 58 60 98 60 88 240

Paid for medicines received at the hospital (Among those who received all or some prescribed medicines from the hospital)

12 58 8 53 6 51 6 54 6 216

Laboratory and diagnostic tests prescribed

48 60 63 60 40 60 39 60 48 240

Equipment for the tests prescribed not functional (Asked those who were prescribed tests)

31 29 53 38 8 24 9 23 30 114

Diagnostic test got done in a private diagnostic centre (Asked those who reported non-functional equipment)

22 9 70 20 50 2 100 2 58 33

Given food in the hospital during stay

70 60 82 60 88 60 37 60 69 240

Food was provided free of cost (Asked those who were provided food)

100 42 90 49 92 53 95 22 94 166

Consumed the food (Asked those who were provided food)

86 42 100 49 85 53 86 22 90 166

Paid hospital bill 53 60 30 60 52 60 100 60 58 240

Got receipt for the payment (Asked those who paid a bill)

28 32 78 18 87 31 100 59 76 140

Awareness on the following services to be provided:

Free bed 93 60 87 60 95 60 88 60 91 240

Ward to be kept clean 90 60 87 60 90 60 92 60 89 240

Sheets to be changed daily 82 60 82 60 55 60 90 60 78 240

Free food 93 60 85 60 55 60 93 60 83 240

Nurse on call at all times 85 60 87 60 53 60 97 60 82 240

Cured after taking treatment at the hospital

85 60 62 60 70 60 88 60 77 240

220

Annexure 227: Source of guidance for the admission procedure (Percentage)


Notice board 3 0 0 10 3

Enquiry/registration counter 59 14 97 20 65

Visitors to the hospital 3 0 3 0 3



N 29 7 31 10 77

Annexure 228: Time taken for the admission process (Percentage)


<15 minutes 87 78 80 69 79

16 to 30 minutes 13 12 17 25 17


>One hour 0 5 0 0 1

N 60 60 60 60 240

Annexure 229: Time Taken by the hospital staff to attend in emergency/in patient ward after admission (Percentage)


<15 minutes 80 47 48 64 61

16 to 30 minutes 18 43 45 34 34


>One hour 2 3 0 0 1

N 60 60 60 60 240

Annexure 230: Duration of stay in the District Hospital for treatment (Percentage)


< one week 68 77 65 46 64

1 to 2 weeks 30 17 28 42 29

3 to 4 weeks 2 2 3 7 3

>one month 0 5 3 5 3

N 60 60 60 60 240

221

Annexure 231: Availability of doctors for inpatient treatment (Percentage)


All times 78 73 42 75 69

Some times 22 23 43 25 27

Not at all 0 3 15 0 4

N 60 60 60 60 240

Annexure 232: Presence of nurses whenever required (Percentage)


All times 80 73 38 59 65

Some times 20 22 58 41 33


N 60 60 60 60 240

Annexure 233: Received Prescribed Medicines (Percentage)


Yes, all 25 40 50 15 33

Yes, some 72 48 35 76 58

None 3 12 15 8 10

N 60 60 60 60 240

Annexure 234: Cleanliness of inpatient ward (Percentage)


All times 65 70 47 86 68

Some times 28 25 18 14 22

Not at all 7 5 35 0 10

N 60 60 60 60 240

222

Annexure 235: Cleanliness of toilets (Percentage)


All times 48 12 35 51 37

Some times 35 70 27 49 46

Not at all 17 18 38 0 17

N 60 60 60 60 240

Annexure 236: Quality of drinking water (Percentage)


No taste 55 62 68 54 59

Salty 32 23 30 32 29

Others/Cant say 13 15 2 14 11

N 60 60 60 60 240

Annexure 237: Reasons for not consuming the food in the hospital (Percentage)


Poor quality 17 0 25 33 23

Not given on time 17 0 0 0 7

Made own arrangement 67 0 75 67 70

N 6 0 8 3 17

Annexure 238: Average amount paid for different services (Rupees)


Registration 44.3 13.2 11.3 24.3 25.4

Consultation 100.0 0.0 5000.0 0.0 501.6

Medicines 238.1 500.0 0.0 0.0 249.4

Laboratory charges 177.8 75.0 133.3 112.2 150.5

Ward charges 266.7 150.0 0.0 315.9 305.8

N 32 18 31 59 140

223



Less than 15 0 2 3 0 1

16 to 30 47 38 48 42 44

31 to 60 47 43 43 52 46

More than 60 7 17 5 7 9

N 60 60 60 60 240



Male 78 62 67 53 65

Female 22 38 33 47 35

N 60 60 60 60 240

Annexure 241: Caste category (Percentage)


SC/ST 27 36 23 37 31

OBC 60 29 47 42 44

General 13 36 30 22 25

N 60 60 60 60 240




Labourer 23 13 37 20 23


Employee 8 7 7 5 7

Student 12 2 12 12 9

House wife 8 17 12 27 16

Retired 2 2 3 0 2


N 60 60 60 60 240

224




Literate (No formal schooling)

0 0 5 15 5



Secondary 25 12 8 13 15

PUC 17 5 8 13 11

Diploma 2 2 3 5 3

Graduate 5 0 10 3 4


Others (Specify)

0 0 0 0 0

N 60 60 60 60 240

Annexure 244: Respondents having a ration card (Percentage)


Yes 98 85 90 93 92

No 2 15 10 7 8

N 60 60 60 60 240

Annexure 245: Type of ration card owned (Percentage)


APL 14 20 26 11 17

BPL 85 78 63 82 78

AAY 2 2 11 5 5


N 59 51 54 56 220

225

Annexure 246: Annual income of the household (Percentage)


<Rs. 12,000 49 79 42 78 62

Rs.12,001 to Rs.20,000 41 18 38 13 28

Rs.20,001 to Rs.50,000 10 4 12 3 7

Rs.50,001 to Rs.1 lakh 0 0 8 5 3

N 59 57 60 60 236

Annexure 247: Distance to the district hospital from home (Percentage)


< 5 km 40 27 27 13 27

6 to 10 km 18 8 28 10 16

11 to 20 km 25 13 27 22 21

> 20 km 17 52 18 55 36

N 60 60 60 60 240

Annexure 248: Mode of transport to reach district hospital (Percentage)

Mode of transport Bangalore Belgaum Gulbarga Mysore Karnataka

Walk 5 13 8 2 7

Bicycle 3 0 0 0 1


Auto 15 0 27 10 12




Ambulance 2 0 0 0 0


N 60 60 60 60 240

Annexure 249: Time taken to reach the district hospital (Percentage)


Less than 30 mins 82 35 48 33 49

31-60 mins 12 35 42 27 29

1-2 hours 5 20 10 37 18


N 60 60 60 60 240

226

Annexure 250: Type of illness for which treatment was sought (Percentage)


Fever 27 15 27 12 20

Headache 17 0 5 10 8

Leg injury 10 0 0 0 3

Eye problem 7 0 2 5 3

Body pain 7 5 18 3 8

Stomach pain 7 3 5 3 5

Chest pain 5 2 2 5 3

Others 48 71 64 80 52

N 60 60 60 60 240

Annexure 251: Reasons for choosing a particular hospital for treatment (Percentage)


Low cost of treatment 68 85 77 58 72

Treatment is better 25 15 22 23 21

Recommended 2 0 0 5 2

Referred by doctor 0 0 2 10 3

Staff is known 0 0 0 2 0


N 60 60 60 60 240

(Multiple response)

Annexure 252: For the same illness, taken treatment at other health facility (Percentage)


Yes 17 52 25 42 34

No 83 48 75 58 66

N 60 60 60 60 240

Annexure 253: Source of treatment (Percentage)


Private hospital 10 81 27 40 50

Private clinic 20 13 60 24 24

PHC / CHC 70 6 13 32 24


N 10 31 15 25 81

227

Annexure 254: Services at the OPD (Percentage)



Sought guidance for the OPD procedure in the first visit

32 60 40 60 35 60 20 60 32 240

Doctor available at the consultancy room

95 60 92 60 85 60 90 60 91 240

Doctor listened patiently 98 60 92 60 97 60 88 60 94 240

Doctor prescribed medicines 80 60 82 60 90 60 93 60 86 240

Laboratory and diagnostic test prescribed

13 60 23 60 7 60 30 60 19 240

Enough seats for patients in the waiting hall

98 60 95 60 98 60 75 60 92 240

Waiting hall kept clean 100 60 85 60 97 60 97 60 95 240

Drinking water available 72 60 80 60 42 60 43 60 61 240

Paid bill to the hospital 58 60 43 60 67 60 82 60 62 240

Got receipt for the payment 94 35 85 26 75 40 94 49 88 150

Awareness that the following services to be provided free of cost: Consultation

73 60 53 60 80 60 77 60 70 240

Treatment 88 60 63 60 92 60 80 60 80 240

Medicines 93 60 63 60 93 60 75 60 81 240

Diagnostic tests 53 60 58 60 75 60 63 60 62 240

Annexure 255: Source of guidance for OPD procedure (Percentage)


Notice board 5 0 14 0 5

Enquiry/registration counter 74 92 48 17 65

Visitors to the hospital 5 0 0 0 1



N 19 24 21 12 76

(Multiple response)

228

Annexure 256: Time taken for the registration process (Percentage)


<15 minutes 88 70 83 72 78

16 to 30 minutes 12 28 17 23 20


>One hour 0 2 0 0 0

N 60 60 60 60 240

Annexure 257: Was the doctor present at the hospital (Percentage)


Yes 95 92 85 90 91

No 5 8 15 10 9

N 60 60 60 60 240

Annexure 258: Time taken by the doctor to arrive (Percentage)


<15 minutes 67 20 78 33 50

16 to 30 minutes 33 20 11 33 23


>One hour 0 40 0 17 14

N 3 5 9 6 23

Annexure 259: Waiting period after the arrival of doctor (Percentage)


<15 minutes 73 55 70 72 67

16 to 30 minutes 20 45 25 22 28


>One hour 0 0 0 3 1

N 60 60 60 60 240

229

Annexure 260: Received prescribed medicines from the hospital (Percentage)


Yes, all 58 82 85 34 63

Yes, some 35 18 11 25 23

No 6 0 4 41 14

N 48 49 54 56 207

Annexure 261: Received expired medicines from the district hospital (Percentage)


Yes 0 0 10 0 2

No 64 94 48 61 68

Don’t know 36 6 42 39 29

N 45 49 52 33 179

Annexure 262: Received medicines free of cost (Percentage)


Yes, all 60 82 87 76 76

Yes, some 40 7 4 21 18

No 0 10 10 3 6

N 45 49 52 33 179

Annexure 263: Equipments for the tests prescribed not functional (Percentage)


Yes 13 7 25 33 20

No 88 64 75 67 71

Don’t know 0 29 0 0 9

N 8 14 4 18 44

Annexure 264: Quality of drinking water (Percentage)


No taste 63 50 64 15 50

Salty 28 23 36 73 35

Did not drink/Don’t know 9 27 11 15

N 43 48 25 26 142

230

Annexure 265: Average amount paid for treatment (Rupees)


Registration 10.0 2.4 7.8 8.3 7.6

Consultation 0.0 0.0 25.0 0.0 25.0

Medicines 25.0 0.0 52.5 0.0 45.4

Laboratory diagnosis 0.0 45.0 50.0 75.0 55.9

Others (Specify) 50.0 0.0 66.0 0.0 62.5

N 35 26 40 49 150

Annexure 266: Cured after taking treatment at the district hospital (Percentage)


Yes 0 53 23 2 19

No 3 10 3 2 5

Under treatment 97 37 73 97 76

N 60 60 60 60 240

Annexure 267: Faced problem at the district hospital during treatment (Percentage)


Yes 0 8 2 17 7

No 100 92 98 83 93

N 60 60 60 60 240

Annexure 268: Nature of problem (Percentage)


Waiting for the doctor long time 0 40 100 0 18

Not properly working 0 40 0 0 13

Doctor does not give proper treatment

0 20 0 10 13

They don’t care for the patients 0 0 0 10 6

No proper test is done 0 0 0 10 6

Need x ray 0 0 0 10 6

Staff is not cooperative 0 0 0 20 12

Others 0 0 0 40 24

N 0 5 1 10 16

Multiple responses

231

Annexure 269: Lodged a complaint (Percentage)


Yes 0 0 0 10 6

No 0 100 100 90 94

N 0 5 1 10 16

Annexure 270: Awareness about Citizen Charter (Percentage)



Aware of the citizen charter at the district hospital

8 60 7 60 8 60 8 60 8 240

Seen the citizen charter From among those who were aware of it)

100 5 100 4 60 5 40 5 75 19

Annexure 271: Location of the citizen charter (Percentage)


Notice board 100 50 100 100 85

Help desk 0 0 0 0 0


N 5 4 3 2 14

(Multiple response)

Annexure 272: How did the citizen charter help (Percentage)


Yes, during admission 60 25 100 0 48

Yes, during treatment 0 0 0 50 7

To lodge a complaint 0 50 0 0 15

Did not help 40 25 0 50 30

N 5 4 3 2 14

(Multiple response)

232

Annexure 273: Comparison of out-patient service quality received now with that received two years back (Percentage)





N 50 37 40 37 164

Annexure 274: Age of the Respondents (Percentage)

e in years Bangalore Belgaum Gulbarga Mysore Karnataka

Less than 15 0 1 2 5 2

16 to 30 57 63 62 43 56

31 to 60 43 32 34 47 39

More than 60 0 4 2 4 3

N 96 96 96 96 384



Male 81 85 95 91 87

Female 19 15 5 9 13

N 96 96 96 96 384

Annexure 276: Caste Category of the Respondents (Percentage)


SC / ST 53 39 22 29 36

OBC 30 35 52 35 38

General 17 26 26 36 26

N 96 96 96 96 384

233

Annexure 277: Average Size of the family


Adults – M 1.8 2.4 2.0 1.7 2.0

Adult – F 1.7 1.9 1.8 1.7 1.8

Children – M 1.3 0.7 1.2 0.7 1.0

Children F 1.0 0.5 0.9 0.7 0.8

Family size 5.8 5.5 5.9 4.8 5.5

N 96 96 96 96 384




Labourer 6 12 17 7 10


Employee 5 5 12 4 6

Student 42 47 22 37 38

House wife 1 7 1 1 3


N 96 96 96 96 384







Secondary 14 19 16 26 19

PUC 34 36 28 23 31

Diploma 3 2 3 3 3

Graduate 13 20 12 16 15



N 96 96 96 96 384

234

Annexure 280: Percentage of Respondents in Possession of a Ration Card


Yes 98 95 93 98 96

No 2 5 7 2 4

N 96 96 96 96 384

Annexure 281: Category of Ration Card possessed (Percentage)


APL 22 29 17 16 21

BPL 74 64 80 83 75

AAY 4 7 3 1 4

N 93 92 88 93 366

Annexure 282: Annual Income of Household (Percentage)


<12,000 62 68 36 81 63

12001 to 20,000 36 23 35 15 27

20,001 to 50,000 1 9 18 1 7

50,001 to one lakh 0 0 8 2 2

>1 lakh 1 0 3 1 1

N 96 96 96 96 384

Annexure 283: Distance from Residence to the nearest Nemmadi Kendra (Percentage)


<3 km 43 31 52 25 37

4 to 5 km 23 14 4 19 16

6 to 10 km 19 8 25 37 22

>10 km 15 46 19 19 25

N 96 96 96 96 384

235

Annexure 284: Mode of transport to reach Nemmadi Kendra (Percentage)


Walk 27 28 40 20 28

Bicycle 13 5 13 11 10


Auto 3 15 11 12 10



N 96 96 96 96 384

Annexure 285: Time taken to reach Nemmadi Kendra (Percentage)

Time taken Bangalore Belgaum Gulbarga Mysore Karnataka

Less than 30 mins 81 61 71 57 67

31 to 60 mins 19 18 28 36 25

1 to 2 hours 0 20 0 7 7


N 96 96 96 96 384

Annexure 286: Source of Knowledge about the Nemmadi Kendra (Percentage)



Registrar’s office 2 1 0 9 3


Neighbours 34 66 71 50 56

Others 8 5 7 5 6

N 96 96 96 96 384

236

Annexure 287: Purpose for which Nemmadi Kendra was visited (Percentage)


Copy of Land Records 39 6 55 10 28

Income Certificates 35 57 27 63 46

Caste Certificate 33 61 21 48 41

Other Certificates 23 9 1 9 11

N 96 96 96 96 384

Multiple Responses

Annexure 288: Awareness Levels (Percentage)



Know the working hours of the Nemmadi Kendra

89 96 91 96 87 96 75 96 86 384

Nemmadi Kendra was open during working hours during the visit

99 96 99 96 100 96 100 96 99 384

Operator was present during the visit

100 96 100 96 100 96 97 96 99 384

During the first visit, knew the procedure for applying for certificates

84 96 87 96 88 96 67 96 81 384

Received a receipt for the payment made

80 96 95 96 85 96 95 96 89 384

Awareness on Nemmadi Kendra charging Rs. 15/- per document

95 96 94 96 85 96 94 96 92 384

Found mistakes in the certificate received

7 96 2 96 2 96 6 96 4 384

Approached Registrar’s office to get correct certificate

14 7 100 2 0 2 50 6 35 17

Nemmadi Kendra made it easy to get the certificates

81 96 62 96 75 96 92 96 77 384

237

Annexure 289: Waiting period to get the turn at Nemmadi Kendra (Percentage)


<15 minutes 99 69 62 82 79

16 to 30 minutes 1 16 36 15 16

31 minutes to 60 minutes 0 3 0 2 1

>One hour 0 11 2 1 4

N 96 96 96 96 384

Annexure 290: Source of Guidance at Nemmadi Kendra (Percentage)


Operator of Nemmadi Kendra 67 69 36 19 42

Other person at Nemmadi Kendra 20 8 27 58 35


N 15 13 11 31 70

Annexure 291: Time taken to complete the work at Nemmadi Kendra after getting the turn (Percentage)


<15 minutes 98 72 64 92 83

16 to 30 minutes 1 20 33 8 14

31 minutes to 60 minutes 0 1 2 0 1

>One hour 0 6 1 0 2

N 96 96 96 96 384

Annexure 292: Average fee paid per transaction (in Rupees)


Average amount per transaction 15.68 18.00 15.78 14.84 16.08

N 96 96 96 96 384

238

Annexure 293: Time taken to receive Document/Certificate from the Nemmadi Kendra (Percentage)


Immediately 42 6 51 8 26

Within 10 days 44 72 39 78 59

11 to 15 days 12 22 11 9 14

16 days to one month 2 0 0 3 1

> one month 0 0 0 1 0

N 96 96 96 96 384

Annexure 294: Number of visits made to the Nemmadi Kendra to obtain Document/Certificate (Percentage)


1 time 43 5 51 9 27

2 to 3 times 54 93 45 86 70

4 to 5 times 3 2 3 4 3

>5 times 0 0 1 0 0

N 96 96 96 96 384

Annexure 295: Ease of experience in obtaining service from Nemmadi Kendra compared to regular agencies/departments (Percentage)

Responses Bangalore Belgaum Gulbarga Mysore Karnataka

Helpful 20 12 27 56 30

Easier to get documents/certificates 39 20 34 49 37

Better staff 32 12 0 17 16

Quicker service 4 3 29 0 9

Compared to earlier departments visited, Nemmadi Kendra is good

0 18 0 2 4

Others 13 34 11 14 16

N 96 67 94 96 353

Multiple responses

Annexure 296: Percentage that visited the Nemmadi Kendra Two years back


Yes 71 47 44 60 56

No 29 53 56 40 44

N 96 96 96 96 384

239

CASE STUDIES

240

Sl. No. TABLE OF CONTENTS PAGE NO.

1 Introduction to Case Studies – Aim, Identification, Methodology 240

2 Publict Bus Transport 243

Case 1 - Bus Service in Arasanahal: Community Initiative for Better Access and Service

243

Case 2 - Private Transport Preferred over Public Bus Transport in Yambathnala, Bijapur

247

Case 3 - Access and Accessibility Issues in Shivajinagar, Mundargi 249

3 Public Distribution System 251

Case 1 - Complete Satisfaction Despite Numerous Problems in Gadikeswara, Chincholi

254

Case 2 - Problems with the Public Distribution System in Yambathnala, Bijapur

257

Case 3 - Public Distribution System in Ramanahalli, Sindgi 259

4 Pension Services 261

Case 1 - Pension Schemes in Madri, Jevargi 262

Case 2 - Discrepency in Pension Remittance: Boovanahalli, Belur 265

Case 3 - Pension Services in Yambathnala, Basavana Bagewadi 268

5 Government Veterinary Healthcare Services 270

Case 1 - Veterinary Health Care Service in Dhotikol, Chincholi 271

Case 2 - Veterinary Health Care Centre in Donur Serving Yambatnala 273

Case 3 - Veterinary Healthcare in Shivajinagar, Gadag 275

6 Government High Schools 277

Case 1 - Best Practice High School in Nichapura, Harapanahalli 278

Case 2 - Working of a Government-Aided High School in Lakkalakatti, Ron 281

Case 3 - Infrastructural Inadequacies in Otihala Government High School, Sindgi

284

7 District Hospital and PHC Services 288

Case 1 - District Hospital, Bijapur 289

Case 2 - Optimum Resource Utilization at Gownipalli PHC, Srinivaspur 293

Case 3 - Typical Problems of a Rural PHC as Seen In Dambal, Mundargi 298

8 Nemmadi Kendras 302

Case 1 - Operator Initiative in Smooth Process Flow, Harapanahalli 304

Case 2 - Nemmadi Kendra in Devara Hippargi, Sindagi 308

Case 3 - Technological and Non-Technological Barriers to Access in Rural Karnataka, Dambal

310

Annexure 313

241

INTRODUCTION

Public Affairs Centre (PAC), Bangalore, at the instance of the Government of Karnataka, carried out a

study on “Social Audit of Public Service Delivery in the state of Karnataka”. The Department of Planning,

Programme Monitoring and Statistics, Government of Karnataka had suggested the following services

for social audit:

1. Public bus transport



4. Pension Schemes



7. Nemmadi Kendras (documentation and issue of Certificates)

Case studies of critical factors of the above services were undertaken after completion of the survey.

Three case studies per service were conducted. The aim of the case study was to obtain a

comprehensive picture of the public service delivery including its positive and negative aspects. The

study covered the opinions and comments of all stakeholders in providing the service to the people.

Identification of Case Study:

Data collected from the field on the public services was tabulated and analyzed to identify the weakest

and strongest areas using ‘Complete Satisfaction’ levels reported by the respondents in the survey. Two

cases representing the least complete satisfaction and one case representing the highest complete

satisfaction were selected.

The household data was analyzed at the Taluk level and two weakest and one strongest Talukas were

identified for the services covered under household survey. The weakest and strongest villages in those

Taluks were finalized for the case study. The data collected through exit and tracer interviews were

analyzed at the institutional level to identify two weakest and one strongest institutions.

242

The locations and institutions selected for conducting case studies are as follows:

Service Location (Village) Taluk District

Government Bus Transport Arasanahal Harapanahalli Davangere

Yambatnal Basavana-Bagewadi Bijapur

Shivajinagar Mundargi Gadag

Public Distribution System Gadikeshwari Chincholi Gulbarga


Ramanahalli Sindgi Bijapur

Pension Schemes Madri Jevargi Gulbarga

Boovanhalli Belur Hassan


Government Veterinary Service Dhotikal Chincholi Gulbarga


Shivajinagar Mundargi Gadag

Government High School Nichapura Harapanahalli Davangere

Lakkalakatti Ron Gadag

Otihala Sindgi Bijapur

Primary Health Centre Gownipalli Srinivaspur Kolar

Dambal Mundargi Gadag

District Hospital Bijapur Bijapur Bijapur

Nemmadi Kendra Harapanahalli Harapanahalli Davangere

Devara-Hippargi Sindgi Bijapur

Dambal Mundargi Gadag

243

Methodology:

Identification of case studies was done using the survey data. One case study for each service was

conducted at a place where the respondents indicated the highest complete satisfaction and the other

two at the places where the respondents had reported the least complete satisfaction. The Final Case

Plan is attached as an Annexure.

To begin with, users of the services were interviewed to identify problem areas in the service delivery.

Subsequently, an account of the process flow from various administrative levels to the end user was

obtained. Using this process flow, additional information was gathered by interviewing various

stakeholders to identify the level at which problems were caused, the reasons for their occurrence and

the difficulties faced. Opinions of the service providers were also sought. Besides, information on

physical structures, history of service provision, statistics and reports were obtained wherever possible.

Multimedia supplements in the form of photographs are also included in the report.

244

PUBLIC BUS TRANSPORT

The public bus transport in Karnataka is managed by the Karnataka State Road Transport Corporation

(KSRTC). As on 2009, it operated 6,463 schedules using 7,011 vehicles, transporting an average of

24,57,000 passengers daily. Its services reach 92 % of villages in Karnataka. Apart from service standards

for general public transport, there are schemes that include reservations for women and the physically

handicapped, free passes for the blind and freedom fighters, and concessions for students and senior

citizens.

CASE 1 - BUS SERVICE IN ARASANAHAL: COMMUNITY INITIATIVE TO BETTER ACCESS AND SERVICE

Arasanahal village is located sixteen kilometers from the Taluk Headquarter of Harapanahalli in

Davanagere district. From the town of Telgi on the State Highway, one reaches Arasanahal by turning off

the Highway at the eighth km mark from Telgi town and travelling another six kilometers inside. The

village has a population of around 2300.

Infrastructure: Location and Structure of the Bus Stop

Until 2005, Arasanahal had no shelter at the bus stop for the passengers. During 2005-06, Minister Sri

Karunakara Reddy laid foundation for constructing a concrete bus shelter/stop with a roof. This was

erected following numerous requests from the then village head. The bus shelter is maintained by the

villagers. Today, the shelter remains in good condition; the walls and ceiling are stable, and adequate

seating is provided by a cement bench that runs all along the inside of the shelter.

The bus stop is conveniently located a few meters away from the centre of the village, towards Telgi.

This makes it convenient as a centre for the other four surrounding hamlets that comprise the revenue

village, Arasanahal. The villagers who gathered to give their inputs were unanimous in expressing that

the bus shelter and its location have been very useful where nothing existed earlier and people used to

wait under trees to catch a bus.

A view of the bus stop at Arasanahal

245

Bus Service: Routes, Frequency, Regularity, Punctuality

The connecting road to Arasanahal village is an average road. During the monsoons, the roads become

non-motorable. Potholes and low-lying areas get filled with rainwater and often vehicles wait for hours

on the road for the water to recede and to resume the journey. This problem of access to other towns

and villages has been resolved by the villagers themselves. They, on their own initiative, contribute

money to purchase tractor loads of mud to fill the potholes and ease the traffic flow.

Routes

Arasanahal is connected by Government bus to the two major towns viz., Harapanahalli (Taluk HQ) and

Davangere (District HQ). The village is the last but one stop on the Olalu-Harapanahalli route. One bus

runs to Harapanahalli and two to Davangere. The destination for the bus from Harapanahalli is Olalu,

while the other two have their last stop at Kunchuru, just a kilometer and half away. Retired KSRTC

conductor and a resident of Arasanahal, B.N.Thigrani feels that the routes need to be well planned to

provide a good coverage. Albeit, he is quick to add that the routes are not the problem but the

frequency of buses on these routes.

One positive aspect that happened was the introduction of a college bus some four years ago. Running

six days a week to Davangere, this bus was introduced on the insistence of the students of the village.

Complaints and representations to the District Commissioner’s office paid off. Not strictly for students,

but all the villagers find this bus particularly useful.

Frequency

The first bus that passes through the village to Harpanahalli is at 7:00 a.m. The next bus is at 10:00 a.m.

to Davangere. The afternoon sees no government bus traffic at all, with the next bus to Davangere at

5:30 p.m. and the last bus from Harapanahalli at 8:00 p.m. on its way to the last stop of Olalu.

The college bus leaves the village at 8:00 a.m. to Davangere and returns to the village with students at

4:30 p.m.

Regularity and Punctuality

Although the buses ply every day, punctuality is more of an issue than regularity. The morning bus to

Harapanahalli that makes the overnight stop at Olalu is always regular and very punctual according to B.

Shantappa, Gram Panchayat member. However, the second bus that is supposed to go to Davangere at

10:00 a.m. is almost always an hour late. He also opines that the state of the roads is partly responsible

for lack of punctuality in the bus service. During monsoon, Shanthappa says that the people are not

certain whether the bus would turn up or not! However, he does point out that the college bus is always

on time and students and villagers are pleased with this.

246

Usage – Government versus Private Buses

Despite satisfaction of the people with the government bus service, a visit to Arasanahal revealed that

private vehicles (mini-vans) also run on the same routes as the government buses. The vans and the

government buses co-ordinate their departure time to ensure that the vehicles run with adequate

passengers in each trip. They also ensure that the two do not depart together. Together, they have

managed to create a workable and successful system.

The fares reflect the usage patterns of government and private buses. Looking at the table below, it is

clear that the similarity of fares accounts for the popularity of both modes of transport as reported by

the inhabitants of the village. Preference is based on convenience of timing and not on fare, says

Kotrappa, a frequent traveler.

Government Bus Private Bus

To Harapanahalli Rs. 12 Rs. 14

To Davangere Rs. 35 Rs. 35

Initiative of the Gram Panchayat and Village Inhabitants

When Laxmappa was elected as Gram Panchayat Vice-President, he was eager to set out an agenda for

improving access to various facilities. High on his list was improved access of the inhabitants to the

surrounding major towns. Realising that the key to all-round development lies in an efficient transport

system, he set out to sensitize the villagers.

The first move made was on behalf of the student community. Gram Panchayat members helped in

presenting their case directly to the District Commissioner. The success of that initiative encouraged the

people of the village to make more such representations.

Since then, Gram Panchayat funds were no longer awaited for interminably. Local funds are used and

contractors employed to carry out public works and the bills are passed on to the authorities.

Commercial shops, a water tank and other amenities have been created by the initiative of the locals.

And although payment of the bills is delayed for months, the access to facilities is improved and facilities

are set up much faster than they would be otherwise.

This approach is being partly followed in respect of public transport. Local transport owners were urged

to deploy their vehicles to transport people at the fares charged by the government buses. During the

afternoons when government buses are not available, people need not walk six kilometers to the State

highway to catch a bus. This is not the only effort being made to bring transport to the people. B.N.

Thigarani, the ex-serviceman with KSRTC has helped the Gram Panchayat members to fill various forms

at the Regional Transport Office in Davangere, requesting for more routes and more buses on the

routes.

247

Service Aspects

With regard to the quality of the existing government bus services, all villagers are unanimous in

expressing their satisfaction. Buses plying on the routes were found to be clean as informed by the

passengers. They also confirmed that the tickets are issued to all passengers against correct fares.

Concessional tickets are issued to students, senior citizens and the physically disabled. The fares are

considered reasonable, and a few irate passengers even exclaimed that they didn’t mind paying more if

there could be an increase in the number of buses.

The behavior and helpfulness of both conductor and driver was irreproachable. They even hear the

passengers concerns and direct them to the higher authorities for redressal.

The less frequency of buses results in the over crowding of buses always. Consequently, passengers

usually scramble to get a seat irrespective whether they are reserved or not.

When there is a breakdown of the bus, villagers usually help the driver and the conductor if it is a minor

repair. In case of major break downs, passengers have to alight and board private vehicles, incurring

additional costs to complete the journey.

Conclusion: Action of the Community toward Improvement

In response to the dissatisfaction faced by the community regarding government bus service, the local

community of Arasanahal village is no longer a mute spectator to the situation. They have taken the

support of the elected representatives of gram panchyat in resolving their problems. This has been done

through cohesive planning and initiative.

Improvement to the bus service has been done in a three-pronged manner.

(i) Accessing government funds for building and maintaining shelter and few roads

(ii) Increasing pressure on and representations to the higher authorities

(iii) Utilizing private transport facilities to fill the deficit of government service.

These systematic moves bear proof in the village head’s successful representation for construction of

the bus shelter and the students’ representation for a special College Bus, besides the latest news that a

bus depot will be set up at Harapanahalli Town. Regional Transport Officer, L. Mariyappa hopes that the

depot will work effectively to increase services to the surrounding area, in terms of frequency and

extended timings. In this case, we see an exemplary instance of community initiative in making the best

of government facilities and provisions.

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CASE 2 – PRIVATE TRANSPORT PREFERRED OVER PUBLIC BUS TRANSPORT IN YAMBATHNALA, BIJAPUR

Location and Access

Yambathnala is a backward village in Basavana Bagewadi taluk, Bijapur district. The means of transport

for the villagers is the government bus and private tempos.

The village is not on the main road. One has to take a deviation from the main road passing from

Bijapur to Sindagi before Devara Hipparagi. There is a sign board on the main road with directions to

Yambathnala. The distance from the main road to Yambathnala is 11 km. A metal road connects the

village with the main road. Within the village, there are no proper roads. Economic backwardness of

the village can be easily felt once it is approached.

Access to the bus stop is not difficult as Yambathnala is a small village. However, during rainy season, it

poses a problem as there is no proper approach road. In the absence of any drainage facility, one has to

wade through the rain water to approach the bus stop.

Bus Shelter

There is no bus stand as such, in Yambathnala. However, there is a make shift bus stop at the entrance

of the village. There is no shelter at the bus stop. Neither is a board to indicate the timings of the bus

service at the bus stop.

KSRTC operates four services a day at 9.00 am, 10 am, 3 pm and 8 pm. The villagers mostly are aware of

the bus timings. This has been conveyed by Saranamma and Shivappa who are from Yambathnala.

Service Aspects

Condition of the buses that pass through Yambathnala is not good. Seats are not maintained properly.

Within the bus, there is no cleanliness. Villagers say that the buses are not regular and most of the time,

they are not punctual. There is dissatisfaction among people about the frequency of service as there are

only four trips in a day. People therefore relay on private transport. Hence, buses are not always full.

Although few seats are reserved for ladies and the handicapped in the public transport, nobody bothers

about it. Passengers occupy any vacant seat. They are not sensitive to the rules and regulations of the

service.

The users have conveyed that the conductor usually issues the ticket against payment of the cost of the

ticket. There is no report of the conductor not issuing the ticket. Further, there is no report of break

down of the bus.

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Conclusion: Usage of Transport Facilities tending toward Private Transport

Mr. Annappa, a native of Yambathnala says that people in the village mostly prefer private transport

facility because of some of the negative aspects of the public bus transport service highlighted above.

Tempo service is always available within the village at affordable cost and most of the emergency needs

are met by this.

There are no private buses operating in the village. Only tempo services are operational. Villagers are

fully satisfied with the tempo service. Lack of good buses, less frequency, high cost of the ticket and non

reliability of the service are some of the major reasons for the villagers not using the public bus

transport in Yambathnala.

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CASE 3 – ACCESS AND ACCESSIBILITY ISSUES IN SHIVAJINAGAR, MUNDARGI, GADAG DISTRICT

Location of Shivajinagar Village

Shivajinagar is the new name given to the tribal hamlet which originally was called Sintankere Tanda.

Today’s Shivajinagar comprises six hamlets located at 14 km to the south-west of the District

Headquarter, Gadag. To reach the village, one has to pass through the flat agricultural landscape into a

hilly region that displays an abundance of cash crops being cultivated in the fields.

Access and Connectivity

The village Shivajinagar is accessible from Padampur, a town about 5 km away from Gadag. Padampur is

a bustling town for the inhabitants of Shivajinagar. All their marketing and purchasing activities are

carried out in this town or in Gadag. The road from Padampur was found to be non motorable for over

half the distance. Villagers report that this road worsens during the monsoon, when the road gets filled

with knee deep water because of uneven land. Despite bad condition of the road, it still is a major

artery for accessing Shivajinagar.

It is also accessible from another route that passes round the hill range and stops at Shivajinagar

enroute to Padampur. In good condition and motorable all the way, this road is a great relief from the

muddy and bumpy roads of the shorter route. However, this adds 40 km to the distance and

consequently, people are reluctant to utilize this.

A third road also exists. Built under the Pradhan Mantri Rozgar Yojana, the route is short which directly

links the village to Gadag. Laying of road was completed a year ago, within the time frame mentioned in

the tender notification. Even a divider was made in the last few months. But in this one year, that road

has not been opened for the public. Gram Panchayat member, Mr. Sahakar says that the road is

awaiting a permission for use by the ministry. Although not believable, that is the explanation the

villagers have given.

Accessibility

There is no bus stand in Shivajinagar village. Passengers wait under a banyan tree beside the main road

for the bus. The banyan tree has a concrete ledge that is used as seating by the waiting passengers.

Daily seven buses pass through Shivajinagar en route to Gadag. The earliest bus arrives at 8 a.m. and the

last bus departs at 7 p.m. to Gadag. There is also a night bus called the “Vasathi Bus”.

The requirement of bus service to Mundargi, Taluk Headquarter, is of immediate necessity to prevent

private transport from monopolizing the route. Today, people rely on private rickshaws to take them to

any town other than Padampur and further on to Gadag, leaving a big gap where government buses are

needed the most.

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Government Bus Service

The fare charged by a government bus from Shivajinagar to Gadag is Rs. 13. Taking the longer route

would cost the passenger about Rs. 32 while on the yet to open road, the fare may be less than the

longer route. The fare is considered reasonably priced by the people, although they cannot but lament

on the inconvenience of bad roads and poor connectivity.

The government buses that run on this route are all ordinary buses. No express bus stops here.

Regularity of the bus is not an issue here as the buses arrive on time within five minutes of difference.

Once inside the bus, the user experience is not unpleasant as Savithribai says. Buses are not too clean,

but she says, she has seen the worse. She always gets a seat in the bus which is usually not crowded.

The bahaviour of the driver and the conductor has never been an issue according to many of the

passengers gathered under the tree. The correct fare is taken, change returned promptly, and a ticket is

always issued.

Conclusion

With the current state of affairs, accessibility to major towns is an issue. With roads being in as bad

condition as described and seen (during monsoon, in many places, village folk travelling by government

bus wait for rain water to recede and then resume their journey), the infrastructural setup is what is

failing. Regional Transport Officer, Gadag, Mr. Shivakumar is emphatic in his statement that the problem

of accessibility is a complex one requiring all stakeholders to discuss alternatives and improvements. He

says that the new schemes like PM’s Gram Sadak Yojana when implemented could ease the situation.

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PUBLIC DISTRIBUTION SYSTEM (RATION SHOPS)

There is no single system that has been followed continuously in the State for issue of ration cards. Any

system lasts for a few days during which they see a large demand for cards and large number of

applications. Till now, 4.5 crore persons have been catalogued with biometrics for ration card issue on

household basis. According to the Central Government, the Gram Sabhas are to be involved in the initial

identification of eligible families for PDS in rural areas.

Categories of Ration Cards:

1. Antyodaya Anna Yojana (derived from BPL category) – The state government to identify one

crore ‘poorest of the poor’ families. Cards issued are temporary and computerized.

2. BPL or ‘Akshaya’ (GOI has identified 33% of families in Karnataka as Below Poverty Line whose

annual income is less than Rs.12, 000).

3. APL (Above Poverty Line, earning more than Rs. 12,000 per annum)

Issue of Ration Card

The verification process is carried out by the Village Accountant and Gram Panchayat Head. At the taluk

level, the system moves through the taluk/tahsildar’s office. Further, two Food Inspectors are present in

each taluk. This verification time and processing period, from application till issue of the ration card

usually takes anywhere from 30 to 45 days.

Services related to ration cards

1. New Issue – Within 30 days of submitting all documents and verification

2. Addition or removal of a name from the card – Same day. If verification is needed, upto 30 days

3. Change of address within the same FPS locality – Same day

4. Change of FPS and address – Same day

5. Surrender Certificate – Same day

Flow of Foodgrain Supply

FCI (District Level) →Taluka (Wholesale level) → Fair Price Shop (Retail Level)

Allotment of Grain, Sugar and Kerosene

The quantity of supplies to any fair price shop in rural areas is determined and allocated by the Zilla

Panchayat CEO at the district level, and the Tahsildar/Taluk Panchayat at the taluk level. Quantities per

card holder and prices are as follows:

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Category Rice Wheat Sugar Kerosene

Qty Rate Qty Rate Qty Rate Qty Rate

AAY 29 kg Rs.3 6 kg Rs.2 1 kg Rs.13.50

3 litres Rs.9.30

-10.10 BPL 4 kg/person

(max.20kg) Rs.3

1 kg/person

(max.3kg) Rs.3 1 kg Rs.13.50

Delivery Process

At the wholesale level, the food grain and sugar distribution/delivery system comprises 164 wholesale

godowns maintained by Karnataka Food and Civil Supplies Corporation and 102 wholesale godowns

maintained by co-operatives. For kerosene, there are six held by Karnataka Food and Civil Supplies

Corporation, seven held by co-operative institutions and 334 by individuals.

At the retail level, there are 20,301 fair price shops. The delivery system operates through three players.

One is the Food and Civil Supplies Department that controls around 200 fair price shops. Second is the

co-operatives that control around 8901 fair price shops. Third and the largest is fair price shops run by

private individuals that account for around 11,289 shops. For retail kerosene, Food and Civil Supplies

Department controls 74 outlets, co-operatives run 4,245 shops and individuals have 21,031 shops.

Display of Information

At the state level, the citizen charter and other information is published and distributed to all players.

The charter is made available and accessible at all levels in the system. Changes in allotment are

published regularly in newspapers and notified in Gram Panchayats. The Central Government makes

grants to the State Government for printing and distributing consumer literature. The district

administration is in charge of these activities along with local elected representatives. District Consumer

Information Centres have been set up in each district and are run by Zilla Panchayats. At the wholesale

level, the private wholesaler is required to indicate the trucks used for PDS by painting them yellow. At

the fair price shop, the following information is to be displayed. All materials for display are provided by

the department.

1. Name of the shop, shopkeeper and license No.

2. Timings of shop

3. Stock levels at shop (allotment for the month separately for BPL and APL)

4. Prices of goods

5. Holiday (Tuesday)

6. Entitlement of essentials per card holder

7. Sample food grains in plastic sacks

8. Helpline number

9. Vigilance Committee members and their addresses

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10. Copy of Citizen Charter (regularly updated with latest issue)

11. Displaying hikes and changes in allotment

12. Person to contact in case of any problem and his/her telephone number

Monitoring

Monitoring of the system at the unit level of fair price shops is to be carried out by the Vigilance

Committee members at the retail level. This is a statutory requirement. Members of this committee are

selected from among the consumer group and must comprise seven persons. The committee should

meet once every two months at least. There exists a Food Security Committee at every Gram Panchayat

comprising one SC, one ST and one woman member. This is headed by the Chairman of the Social Justice

Committee and they are collectively in charge of monitoring stocks and accounts of FPS along with the

food inspector. They are also to hold public meeting on the 1st and 3rd Saturday of every month to hear

and solve grievances.

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CASE 1 – COMPLETE SATISFACTION DESPITE NUMEROUS PROBLEMS IN GADIKESWARA, CHINCHOLI

TALUK, GULBARGA DISTRICT

Location, Access and Usage

Gadikeshwara is an interior village located some 70 km away from Gulbarga in Chincholi Taluk. The

village has about 550 houses. Each house has 3-4 families. In all, around 950 card holders exist in the

village. Out of this, about 600 are possessing BPL cards. Among the rest, most of them are AAY card

holders. It was informed that the APL cards are not being issued now.

There are two ration shops in Gadikeshwara. While one shop caters to the needs of 600 ration card

holders, the other one is used by 350 card holders. One shop is located on the outskirts of the village

and the other one within the village. Both the shops can be accessed with ease. There is good approach

road.

Process of getting a ration card

The Nemmadi Kendra located at Sulepet which is about 5 km from Gadikeshwara, facilitates the issue of

ration cards on receiving the applications. Recently, it was told that 300 temporary BPL cards were

issued by the Nemmadi Kendra. Card holders say that the Nemmadi Kendra charges Rs. 200 per card.

They have to make two to three trips to get the card. Cards are issued within a week. People feel that

there was no difficulty in getting the temporary cards.

Service Aspects

Every month ration items are received by 8th or 9th at the shops. The distribution starts from 10th and

closes by 15th of the month. During this period, the ration shops remain open from 7.30 am to 1.00 pm

and again from 3.00 to 6.00 pm.

Availability of stock: The process of indenting for the items is that the owner, depending on the number

of cards and the eligibility of ration items, arranges for a demand draft and hands it over to the Food

Inspector at Chincholi on every 1st or 2nd of the month. The items are delivered by 8th or 9th of the

month and distributed to the card holders between 10th and 15th of the month. The salesman at the

ration shop informs that the items are issued till all the card holders get their quota.

Receiving Ration Items: Items are delivered as per the eligibility of the card holders at one time itself.

Card holders are satisfied with the quality and quantity of the ration items they receive. Card holders

inform that there is accuracy in weights and measures of the ration items.

Prices charged: Rice, as informed by a card holder is charged at Rs.3.00/kg; wheat at Rs. 3.00/kg and

sugar at Rs. 15.00/kg. This is confirmed by the ration shop owner. While the prices charged for rice and

wheat are in order, price for sugar should be Rs. 13.50/kg against which, Rs.15.00 is charged. Card

holders are unaware of this. In fact, they just pay whatever is demanded by the sales person at the

ration shop and collect the items he issues.

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Receipts: Receipts are never issued. The owner of the ration shop says that there is no practice of

issuing the receipts and that it goes on faith. Besides, the card holders also do not insist for a receipt.

Those who were contacted include the BPL card holders viz. Dastagir, Sharanappa, Dhule Pasha,

Masthan Sab, Hanumantha, Mahadevi and Siddamma. The AAY card holders were, Venkaiah,

Hanumaiah, Barkamma and Kyathamma. All of them confirmed that receipts are not issued for the

purchases made from the ration shop.

Ration Shop Owner: The owners stay in Gulbarga. They have appointed a salesman to run the shop.

Everything is taken care by the sales person.

Ration shop with the salesman at Gadikeshwara

Display of Information: There is no display board indicating the stock position or price. The only board

that exists is the name board (Fair Price Shop) in Kannada in front of the shop.

User Feedback

They are happy with the service because on receipt of the items, an announcement is made by beating

of a drum in the village. Card holders are aware that the items would be distributed between 10th and

15th of each month. The card holders then collect their items within a span of five days. It was indicated

by the BPL card holders that they get 4 kg of rice per person with a maximum of 20 kg per card, 3 kg of

wheat and 1 kg of sugar per month. Kerosene is issued separately. The service has been reliable as

indicated by some of the card holders.

No one in the village talked about corruption in the ration shops. There is no report on hoarding or black

marketing from the villagers.

Food Inspector takes care of the supply of items every month as per the indent and the corresponding

payment. Neither the sales person nor the card holders are aware of the vigilance committee. It was

reported that the Food Inspector visits the ration shops every month.

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Conclusion

By and large, the feeling of the people in the village is good because they get the ration cards from the

Nemmadi Kendra without any hassle besides, getting the rations regularly every month during a

particular period and there is no corruption.

However, most of the card holders are not aware of the price per unit. They do not insist on the

receipts for the purchases made. They are ignorant about the presence of a Vigilance Committee and

that the shop should display the names of the committee in front of the shop so as to enable the card

holders to contact them in case of a problem. In addition, the card holders are not aware that the stock

position and the price list of the items have to be displayed by the shop owner in front of the shop.

Ration shop is not open on all working days. Timings are not displayed. Despite all this, villagers are still

satisfied with the services in the ration shops in Gadikeshwara.

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CASE 2 – PROBLEMS WITH THE PUBLIC DISTRIBUTION SYSTEM IN YAMBATHNALA, BIJAPUR


Yambathnala is a backward village in Basavana Bagewadi taluk, Bijapur district. There are about 400

houses in the village with a population of around 2000.

The ration shop is located in a corner of the village, in a godown. Access to ration shop is not difficult

although there is no proper approach road. There is no sign board or the name plate at the shop. For

an outsider, it is very difficult to find the ration shop unless guidance is sought from someone in the

village. There is nothing near the shop to indicate that it is the ration shop because most of the time, it

is closed. The only time it is open is when the stock of ration items arrive. That means, virtually, the

shop opens for three to four days in a month which was confirmed by the villagers viz. Shivappa,

Byadarappa, Ningappa, Mallappa Siddappa and Shanthavva.

Location of the ration shop in a godown in Yambathnala

Service Aspects

Timings and Display: Timings are not displayed at the ration shop. There is no citizen charter, no board

indicating the names of the vigilance committee members and the help line number.

Availability of stock: This is not known because, as soon as the items arrive, within a matter of three to

four days, they are distributed to the card holders. The shop is opened from morning till evening during

this brief period.

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Ration Shop Owner: The owner of the ration shop is a local business man. He has hired a small room in

a big godown to operate the ration shop. As mentioned above, he opens the shop only for three to four

days in a month when the ration items are received. This is mostly around 25th of every month.

Announcement of the arrival of the ration items is made in the village through beating of a drum. The

villagers are aware that the ration shop would be open for three or four days hence, and within that

period, the card holders purchase their entitled items.

Awareness of Entitlement: Some of the card holders are aware of the items they are supposed to get

from the ration shop. Shanthavva informs that each card holder is supposed to get 4 kg of rice per

person with a maximum of 20 kg, 1 kg of wheat, 1 kg of sugar and 3 lt of kerosene per card. However,

she is not aware of the price per unit which is the case with others as well in the village.

Prices: As far as Shanthavva is concerned, she receives 20 kg of rice, 2 kg of wheat and 1 kg of sugar per

month on her BPL card and pays Rs. 250/- every month as demanded by the shop owner. In addition,

she is asked to pay separately another Rs. 50/- for 3 lt of kerosene. This indicates that the illiteracy of

the villagers, their helplessness and the ignorance are utilised by the shop owner to his advantage.

Quality and Quantity: Nobody ever checked whether the quantity they receive is correct or not. They

are also not sure of the price charged per unit. Some of the card holders informed that they just pay a

total amount as demanded by the shop owner and collects whatever ration items that he issues. It was

told that no one ever questioned the price and the eligibility of items. Receipt for the amount paid for

the ration items is not at all issued.

Corruption

Another revealing aspect by the villagers is that the shop owner issues ration to non card holders also at

a premium rate leading to black marketing. It is also told that extra ration items are issued to the needy

card holders on paying extra amount over and above the normal price.

There is no report of food inspector visiting the ration shop any time. Villagers are not aware that there

is a vigilance committee and a help line for the customers to contact in case of a problem.

Conclusion

The ration shop in Yambathnala is open just for three or four days in a month when the stock arrives. It

is difficult to locate the ration shop in the village. Stock position, rate per unit, citizen charter, names of

the vigilance committee members, help line, etc. are not displayed. It appears that the card holders are

at the mercy of the shop owner to receive whatever ration items and quantity he gives as and when he

opens the shop and at the rate dictated by him. There is black marketing and corruption.

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CASE 3 - PUBLIC DISTRIBUTION SYSTEM IN RAMANAHALLI, SINDGI, Bijapur district


Ramanahalli is a remote village in Sindagi taluk in Bijapur district. The distance from Bijapur to

Ramanahalli is around 70 km. There is no proper road to the village. The approach road that exists is

very bad in condition. Normally, the motorists refuse/avoid driving to Ramanahalli. The village is not

connected by any public bus transport.

The ration shop is located deep inside the village within the house of the owner. In the absence of a

proper approach road, access to the shop is difficult.

Ration Cards

Most of the people have got their ration cards through an agent in the village or through a revenue

official by paying an extra amount. The impression of ration card holders is not good as they have to

spend money and wait for months to get a ration card.

Service Aspects

Timings: The ration shop does not have any timing because when the ration items are received, within a

week’s time they are issued to the card holders. During this period, the shop remains open from

morning till evening to facilitate collection of ration items. Card holders say that the arrival of the ration

items is announced by beating of a drum in the village. Usually the items are received by 25th each

month and they are distributed till the end of the month. Rest of the days, the shop is closed. The

supply of items is reliable as they receive the rations every month without fail.

Availability of stock: Shop keeper Mr. Kalyan Kumar says that he did not feel the necessity of displaying

the availability of stock as the card holders draw their quota as soon as it is received at the shop.

Further, he says that nobody has demanded for that till date.

Delivery of ration items: Between 25th and 30th of every month, the ration items are disbursed to the

card holders.

Quality and quantity of ration: The card holders have never thought of measuring the quality and the

quantity of ration. They just accept what is given at the shop. Card holders are not aware of weights and

measures. They never questioned or doubted about the correctness of the weights and measures.

Prices: Card holders pay whatever the shop owner demands.

User Impressions: Syed, Mahadevappa, Chennabasappa Chevur and Gurushath, BPL card holders have

the following to convey: “The card holders have no voice. They depend on the ration shop owner and

coolly accept whatever he delivers and pays whatever he demands. They are afraid that if they question

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about the quality, quantity or any such thing, they would be deprived of their monthly ration. Further,

they are not aware of the person to contact in case of such problems.”

Display board: There is no display board except the name of the ration shop.

Ration shop owner: Most of the time, Mr. Basanna, the owner, is away from the village. He owns a

grocery shop next to his house. His son looks after the grocery shop. Ration shop is attached to the

house where the shop is located.

Salesman standing in front of the ration shop at Ramanahalli

Corruption

Receipts are never issued for the purchases made in the ration shop. Card holders are not sure of the

accuracy of the measurements and the price charged per unit. They are also not sure whether they

have received their actual eligible quota and paid accordingly. Ration items are available to non card

holders at a premium rate. Card holders too can get more rations by paying more than the normal

price.

Conclusion

No one seems to be concerned with the system. Food Inspector or any other concerned officials seldom

visit the village as reported by Gurushanth, a BPL card holder. Awareness is lacking among the people

about their rights, entitlement of ration items and such other things. This perhaps is preventing them

from questioning the ration shop owner about the misdeeds. No one knows about the Vigilance

Committee. Even the ration shop owner says he is not aware of it. And there is no report of the Food

Inspector’s visit to the ration shop. Apathy is prevalent.

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PENSION SERVICES

The Directorate of Social Security and Pensions (SSP), Revenue Department, Government of Karnataka,

has been implementing 11 schemes for the unorganized sector workers in Karnataka. These schemes

relate to pensions for the aged, widows and disabled. They are non-contribution schemes and can be

availed by any of the eligible by obtaining a Sanction Letter from the Government.

Categories of Pensioners

(1) Old Age Pensioners (OAP)

(2) Destitute Widow Pensioners (DWP)

(3) Physically Handicapped or Disabled Pensioners (PHP)

(4) Sandhya Suraksha Yojane (SSY)

Application for Pension

Applications for sanction of pensions are submitted to the Tehsildar. The Revenue Inspector (RI) with

the help of the Village Accountant scrutinizes the applications, including the physical verification of the

applicants in accordance with the eligibility criteria. Based on the report of the RI, the Shirastadar sends

in the papers to the Tehsildar for sanction. Upon sanction of pension, the order copy is sent to the

applicant and the Sub-treasury Officer (STO). The STO gets the data entered into the computer, and

releases the pension amount. A sanction letter is sent to the beneficiary.

Delivery Mechanism

The sanction order is sent to the respective treasury for payment of pension to the beneficiaries

monthly. This can be through banks for people who hold bank accounts or through Money Order for

those who do not. The latter is most common. The Treasury prints money orders. Cheques are sent to

the post offices along with the money orders. Post offices disburse the pension as per the address

printed on the money order. The money reaches the beneficiaries at the door step. Thus, it provides

pension benefits at the door step of the pensioner every month on a prescribed date. This delivery is to

take place by 7th of every month.

Eligibility is renewed every year by obtaining a Life Certificate from a Government official. A new system

of smart cards is being discussed to avoid fraudulent collection.

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CASE 1 - PENSION SCHEMES IN MADRI, JEVARGI, GULBARGA DISTRICT

Location and Access

Madri is on the way to Jevargi from Gulbarga. It is located 5 km off the main road before Jevargi with a

proper approach road. There are about 200 pensioners in Madri. Most of them are the beneficiaries

under Indira Gandhi Old Age Pension scheme, Destitute Widow scheme and the Handicapped.

Post office is located within the village and can be accessed easily. All the pensioners in the village

receive the pension amount from the post office. Banks are located in Jevargi which is 10 km away from

Madri village. Since the post office in the village meets with their requirements, banks are of little use to

the pensioners in Madri.

Eligibility criteria

The locals learn about the criteria to be eligible for different pension schemes through the village head,

neighbours and some of the officials who visit the village.

Application process

The village head organizes a meeting of all the eligible persons for pension once a while and distributes

the prescribed application to them and helps them in filling it. He collects the filled in applications

together with the relevant supporting documents and arranges for pension using his influence with the

concerned department. The process would require around three months for getting the pass book.

From each applicant, it is reliably learnt that the village head collects Rs. 2000 to Rs. 3000 as his service

charge. Without this service charge, no application is entertained.

Regularity in disbursing the pension amount

According to the pensioners in the village, the amount is disbursed once in two months most of the time

and once a month some times.

Adivaiah Chennabasavaswamy Hiremath is around 65 years. He has been getting the old age pension

since December 2008. His son arranged for the pension through the village head. He has been receiving

Rs. 400 less Rs. 10 deducted by the postman. Since he gets the amount once in two months, Rs.20 is

deducted @ Rs. 10 per month.

Mallesh informed that the last time he got the pension was two months back. He is 80 years and the

postman disburses the amount at the residence after deducting Rs. 20 for two months. He has been

receiving pension for the last 9 years. Mallesh says that he spent Rs. 100 to get his pension sanctioned.

Ninganna is another pensioner who receives Rs. 400 per month under the old age scheme. The village

head helped him in getting pension at a cost which he did not disclose.

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Siddappa Pujari is old and blind. He gets his pension at home from the postman once in two months

after deducting Rs. 20. He has been receiving pension for the last seven years.

Anil Kumar Laxman Singh is 20 years old and is handicapped because of polio. He gets Rs. 1000 as

pension. Postman delivers at home once in two months after deducting Rs. 20. Anil is a pensioner for

the last six years.

Saraswathibai is a latest addition to the pensioners’ list in the village. She is 62 years and has received

the first pension of Rs. 400 (less Rs.10) last month. She says that she paid Rs. 2000 to the village head to

arrange for her pension.

Others who were contacted are Jamimia (Handicapped), Mohsin (Handicapped) and Chandbi.

Mohsin, although handicapped, is getting only Rs. 400 per month as pension. When asked, he said that

he was not aware that he was supposed to get Rs. 1000. The village head, it appears, has promised him

to look into the matter and arrange for Rs. 1000 per month.

All the above pensioners were unison in telling that they had to pay to the village head an amount

ranging from Rs. 2000 to Rs. 3000 for arranging the pension and to the postman @ Rs. 10 per month per

person for no reason. They also say that the amount is disbursed once in two months mostly and once a

month rarely. The pensioners say that there were instances where the amount was disbursed even

after a lapse of three months.

Documenting the response from a pensioner at Madri village

Response of the staff in the post office to deliver pension amount

The post office in Madri village is manned by a single person. According to the information received

from the villagers, he opens the post office for one hour in the morning and one hour in the evening. In

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between, he keeps himself busy in running his grocery shop in a neighbouring village. His name is

Guranna.

Guranna says that as soon as the pension amount is received at the post office, the same is

communicated to the eligible pensioners through those who visit the post office and also through a

word of mouth. If a person is incapable of reaching the post office, the postman delivers the pension

amount at his house. Although he says that the amount is delivered every month, the response from

the pensioners is contrary to what the person in the post office says.

Life certificate

None of the above pensioners was aware of it. Subsequently, it was given to understand that the

person in the post office used to take care of this service for the eligible pensioners.

Bribe/Corruption

Village head arranges for the pension at a cost of Rs. 2000 to 3000 per person. Postman cuts Rs.10 per

person per month. People are at the mercy of the village head. Treasury and the Tahsildar are non

responsive and evading. The person at the post office feels that he is right in collecting Rs. 10 per

person per month as his service charges. People are mute spectators.

There are still some persons in Madri village who are eligible for pension under the Old Age Pension

scheme. Since they have no means to pay the extra amount demanded by the village head, their

requests have fallen on deaf ears. One old woman said that she had managed to arrange Rs 500 with

great difficulty to pay to the village head which was rejected on the face.

Conclusion

People in general, are happy with what they are getting. They apprehend that if someone comes out

openly with the facts, he would be denied with whatever he is getting now. There is exploitation at

every possible level. There is lack of unity among the pensioners. Question is who is to bell the cat?

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CASE 2 - DISCREPENCY IN PENSION REMITTANCE: BOOVANAHALLI, BELUR, HASAN DISTRICT

Pension Services in Boovanahalli Village

The village of Boovanahalli lies 8 kilometres from the town of Belur in Hassan District. Turning towards

west from Belur, the village lies on the foothills of the Malnad region of Karnataka. The houses are

scattered which is typical to Malnad region. Houses are constructed in the centre of compounded plots

of land that are also the farms providing a livelihood for the people. This presents a unique dimension to

public service delivery, in that, the distance between houses in a single village is considerable. The

grouping of 4 or 5 villages as one Revenue Village effectively spreads the population of one village over

an area of 3-4 kilometres.

With over 25 people receiving pensions from the government under various schemes in this village, the

problems faced by them begin from application to receiving the amount.

Eligibility Criteria and Application Process

Muddamma is 60 years old and applied for Old Age Pension (OAP) a year ago. Spending around Rs. 1500,

she struggled all through the year, but has not received the sanction letter yet. Even the Gram

Panchayat Secretary could not help her, despite getting a promised amount to put forth her application.

During the last one year, Muddamma had been to the Taluk Office more than 20 times. Each time, she

was sent away without giving any information and asked to return after some time.

Deputy Tahsildar, Mrs. Mubeen Taj, explains that if all the necessary and correct documents are

submitted, the process of approving an application takes a mere 8-10 days. Only if there is any error

found in the documentation, will there be a delay.

Following table shows the number of applications for pensions sanctioned by the Revenue Office in

Belur during September 2010:

Applications Sandhya Suraksha Yojana Destitute Widow Pension Physically Handicapped

Balance 238 102 18

Received 80 43 10

Sanctioned 54 36 9

Rejected 33

Regularity in Disbursing Pension Amount

Nanjegouda, aged 63 years, is receiving Old Age Pension since last two years. He submitted his

application with all the required documents at the Nemmadi Kendra at Belur. The process of verification

and sanction of pension took 3-4 months. The amount he is supposed to get is Rs. 400 per month.

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However, he is forced to give the Postman Rs. 50 for each payment, which the postman deducts and

then hands over Rs. 350 in cash. All recipients in Boovanahalli village are given their pensions in cash

form. The medium of interface for this service is the postman who delivers their pension. Nanjegowda

does not have a bank account and he sighs that he has no option but to accept whatever money he can

get in his hand. Not only this, the irregularity of receiving the pension amount bothers him. The last time

he received his pension was four months ago. The standard reason cited by the Postman is that “…the

money has not come.”

When Nanjegowda approached the Post Master in Tolalu (nearest Post Office) and the government

office in Tagare, he was told to direct his queries to the Taluk Office in Belur. At the Taluk Office, he

found out that queries would be entertained only after 3 p.m. each day to enable official work to be

completed during the day. So after the wait of a few hours, he finally met a revenue officer only to be

told that the release of pension amount was the responsibility of the Accounts section in the sub-

treasury and not theirs. Accounts Officer Mr. M.S. Lakshminarayan concurs that the sanctioning

authority is the Tahsildar and the disbursing authority, the Treasury. Helpful and very eager to clarify the

matter, Mr. Lakshminarayan explains that the amounts are delayed because of two factors:

i) Staff Shortage – Although there are five posts currently, this falls extremely short of the

required staff strength in the Sub-Treasury. With one person on maternity leave and the

other retiring in a month, the remaining three (Gazetted Sub-Treasury Officer, Accounts

Officer and Case Worker) are unable to get funds out in time. Although the government

designating one case worker to be appointed for every 5000 pensioners, this Sub-Treasury

has one case worker for all 18,000 pensioners. Even the volumes are unmanageable. There

were 12,000 pensioners two years back, and today there are 18,000. The number of

pensioners under the SSY was 500 in the same period and today it is 4,500. Staff

productivity is also a concern, states Mr. Lakshminarayan. The current delay of one month is

due to the fact that staff members have become complacent (a person found guilty of

misappropriation was not dismissed and no action was taken) and do not work hard enough

to complete the work on hand.

ii) Cheque Clearance –Normally, the process of clearing the cheques from Sub-Treasury to

pensioner takes 15 days in total. Cheques are sent out from the Sub-Treasury to Post

Masters of the Taluk Post Office. The first delay occurs in the clearing of this cheque by the

State Banks. From here the money goes to the sub-post offices at the village level, from

where the postmen carry cash to disburse to the pensioners. The next delay occurs at this

level because a postman cannot carry an amount exceeding a few thousands each day.

Life Certificate

Mallesha, a pensioner receiving the amount under the Physically Handicapped Pension Scheme, used to

receive Rs. 400 a month for 5 years, but not regularly. Once in 2-3 months the postman would arrive to

give him all his dues. He applied for the Sanction Letter by submitting the application form with a

doctor’s certificate identifying his disability, and a photograph. Within three months, he received the

sanction letter and so had his pension too. For the last six months, he has been receiving a sum of Rs.

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1000 every month. And this amount comes to him each month without fail. Usually obtained around the

15th of the month, Mallesha is very firm in stating that he does not pay any bribe and gets the entire

amount. Mallesha is satisfied with the pension scheme and the benefits to him. He does not need to

approach a government authority to issue him a Life Certificate every year. The Post Master doe this

automatically when the time for submitting them comes. This is a common feature in the rural setup.

Familiarity with each other at a personal level, and postmen interacting with pensioners every month,

enables the Post Master himself to issue their Life Certificates.

Mr. Nataraj, the Tahsildar at Belur tells about the weekly “Sandarshana” that is held in the area. These

Sandarshanas are an opportunity for the people to meet and represent their cases or problems through

a formal channel. Here their misgivings can be aired, and resolution sought.

Conclusion

With the above information, it is clear that the bottlenecks in the smooth sanction and disbursement of

pensions occur at multiple levels. These bottlenecks require a step up toward capacity-building at the

administrative level to handle the increasing numbers. Creating a simpler application process and widely

publicizing the criteria will enable applicants to better understand and adhere to the process.

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CASE 3 - PENSION SERVICES IN YAMBATHNALA, BASAVANA BAGEWADI, BIJAPUR DISTRICT


Yambathnala is a village located some 35 km from Bijapur. There are about 400 houses in the village.

From the Post Office it was learnt that more than 100 people are receiving pension. Most of them are

the beneficiaries under Indira Gandhi National Old Age Pension and Destitute Widow schemes. Few are

getting pension under Sandhya Suraksha Yojane and the Handicapped Scheme.

User Experience with Application Process

Lakkappa is a pensioner under Indira Gandhi Old Age Pension scheme. He is aged around 70 years and is

very poor. He has been receiving pension for the last one year. He says that he came to know about his

eligibility for pension through TV announcements. His friends told him that there is an agent in the

village who would take his fee and help the needy in arranging for the pension. Mr. Lakkappa

approached the agent and made a deal with him for Rs. 1000/- to arrange for the pension. For the next

11 months, there was no news whatsoever on the subject. At the end of a year, one fine morning, Mr.

Lakkappa received a pleasant communication from the agent that his case for pension was considered

favourbly and the sanction letter was issued. His joy knew no bounds. But then, he had to wait for

another two months to receive the pension amount.

There are a dozen persons like Lakkappa who approached the agent to get the pension sanctioned. But,

all are not as lucky as Lakkappa. It was informed by the villagers that the gullible agent by name Mr.

Hanumantharaya had collected Rs. 1000 each from six prospective pensioners with the promise that he

would organize pension for them. The innocent and ignorant villagers believed him. But, soon, they

realized that they were taken for a ride by Hanumantharaya when they came to know that he left the

village unnoticed. There is no trace of him till now.

Thipparaya and Gowravva came out with the fact that they had spent separately Rs. 1500 each to get

the pension sanctioned. On the whole, most of the pensioners had to shell out some amount (minimum

Rs. 1000) in the form of bribe to get the pension sanctioned. All the six pensioners who were visited in

the village have reported the same.

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A group of pensioners ready to respond at Yambathnala

Service Aspects in Receiving Pension

All the pensioners in the village receive pension amount through the post office. The post office is

within the village and is accessible without difficulty. Frequency of receiving pension is once in two

months. Sometimes, it may be more than two months.

Whenever the post office receives the amount, the Postman informs someone in the village about it. By

word of mouth, it spreads to the entire village. Contrary to the usual procedure of the Postman visiting

the pensioners at their houses, the pensioners are made to visit the house of the Postman to receive the

amount. The Postman retains Rs. 20 per person and distributes the balance Rs. 380 to the pensioner.

Sometimes, the Postman never informs about the receipt of pension even after two months. In such

events, the pensioners receive the amount only after four months.

A major factor that explains this outcome is the extremely low awareness of the citizens about their

entitlements and conditions and norms of service delivery. When people are ignorant or ill informed,

they tend to be grateful for whatever they can get.

Conclusion

There are many eligible persons in the village who are looking forward to someone to help them in

getting their pensions sanctioned. They say, they do not mind spending money provided they are sure

of getting it. This procedure, in their opinion, is simple because it avoids the hazard of running around

to get the required documents; multiple visits to taluk office, treasury and other concerned departments

and the harassments in the hands of officers. These are the people who are poor, illiterate, ignorant and

most exploited in the village. Situation may not be different in other villages as well. Is there a lasting

solution to this perpetual problem? Let us hope so.

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VETERINARY HEALTHCARE SERVICES

The Department of Animal Husbandry and Veterinary Services is the nodal agency providing veterinary

health care services for domestic animals and the poultry population of the State. Their service covers

protection from diseases, breeding activities and various special programmes.

Veterinary Heathcare

The network for veterinary healthcare in rural Karnataka is 3-tiered:

(a) At Taluk Level – Veterinary hospitals manned by qualified doctors + 1 doctor for extension + 1

doctor for mobile service + an assistant director

(b) At Hobli Level – Veterinary dispensaries with similar staff and paramedical staff

(c) At Base Level – primary veterinary centers with paramedical veterinary staff

A Southern Regional Diagnostic lab is operational in Bangalore.

4110 veterinary institutions are present in Karnataka. With regard to healthcare, 369 of these are

veterinary hospitals, 1941 are veterinary dispensaries, 1181 are primary veterinary centers and 174

mobile veterinary clinics.

Services provided

1. Healthcare services to farm animals free of cost.

2. Mobile veterinary services that are attached to the Taluk veterinary hospitals.

3. The facility of door delivery – which is made available when requested by the individual farmer

(the doctor charges Rs.60 per visit).

4. Diagnostic facilities (some veterinary hospitals have polyclinics attached).

5. Breeding facilities (artificial insemination at Rs.5 per service each time).

6. Preventive facilities (vaccines provided free of cost by government through KVU).

7. Disease investigation facilities.

8. Display, Awareness, Publicity – through livestock shows, exhibitions, health camps, fertility

camps, calf rallies, demonstration shows, information sharing during and through training

programmes, national toll free helpline for farmers (1551), colour graphical information at

veterinary centres, brochures and pamphlets.

Grievance Redressal Mechanism

People can approach centers, door service officers and mobile service officers. Alternatively, Jana

Spandana, Gram Sandarshana and Raita Samparka Kendra are held regularly where feedback can be

given and grievances aired. Review meetings are held regularly at all levels where progress is monitored

against aims and where inspections are carried out.

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CASE 1 - VETERINARY HEALTH CARE SERVICE IN DHOTIKOL, CHINCHOLI, GULBARGA DISTRICT


Dhotikol is a remote village in Chincholi taluk, Gulbarga district. It is located at 20 km. away from

Chincholi. There is no proper road to the village. Most transporters are reluctant to drive their vehicles

to Dotikol as they have to literally drive the vehicle on stones and rocks.

The veterinary hospital is located in Kanakapura Grama Panchayat which is 10 km away from Dotikol.

Access is very difficult as the approach roads are very bad in condition.

On an average, the hospital receives 20 cases in a day. This includes cases of fever, diarrhea,

metabolism, sprain and fertility problems. Around 5 artificial inseminations are done per day. Farmers

are fully dependent on the government veterinary services since they are happy with the services

provided there.

Livestock owners are not aware of the facility of the mobile veterinary service since they never saw it in

their village. But, some of the farmers who are far off and those who cannot take their animals to the

hospital avail the services of the doctor at their door step through phone call. The doctor charges from

Rs. 400 to Rs. 500 per visit depending on the nature of ailment. Receipts are not issued for the amount

received. There is no proper explanation from the doctor for this. Farmers also do not ask for a receipt.

They are satisfied with the doctor’s visit and with his treatment of the animal. He charges for A.I also

but the amount is always more than Rs. 5 at the farmer’s door step.

Infrastructure

Compound wall and gate: The hospital does not have a compound wall but has a gate at the entrance.

Hospital building: The building is in order. There is a separate room for the doctor and a room for

compounding the medicines where, medicines, some equipments and the liquid nitrogen container are

stored. Medicines are properly arranged. Proper level of liquid nitrogen is maintained with semen

straws of Jersey, Khilar, crossbred, Surti and Murrah bulls.

A.I. crate: A.I. crate is fixed at the back of the building. It is in good condition and is being used regularly.

Veterinary equipments: Necessary equipments like the castrator, A.I. kit and others are in place.

Cleanliness of the hospital: Cleanliness is maintained in the hospital building and the surroundings.

Doctor’s room and the compounding room are clean. Hospital waste is disposed off in a pit dug a little

away behind the hospital. There is no health hazard.

Staff

Doctor is available during the working hours of the hospital. One livestock inspector is posted to assist

the veterinarian. In addition there is an attendant. In case of emergency, the centre seeks the help of

the senior staff from the taluk veterinary hospital.

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Quality of treatment

The livestock owners who were present at the hospital informed that they are fully satisfied with the

quality of treatment of their animals in the veterinary hospital. They also appreciated the behavior of

the doctor and the staff in the hospital. Medicines are issued from the hospital free of cost and Rs. 5 is

charged per A.I. In case the local doctor finds it difficult to treat a particular complicated case, he

immediately requests the help of the senior doctor at the taluk level and ensures that the animal is

treated. This way, the hospital staff has gained the confidence of the livestock owners. In turn, the

livestock owners are happy that their animals are treated and therefore express gratitude to the staff in

general and the doctor in particular.

Necessary medicines are always stored in the hospital. There is a system of regular replenishment of

drugs, liquid nitrogen and straws every month. As per the doctor, the hospital has not so far faced any

shortage problem with medicines or semen straws. The stock register maintained at the hospital along

with the treatment register is evidence to this. There is no report from the villagers on the usage of

expired medicines at the hospital.

No one in the village has availed the benefit from the subsidy schemes. Most of the people in the village

are unaware of the subsidy schemes.

Users Response to the Service

Users are highly satisfied with the service they receive from the local veterinary hospital. Some of those

who expressed full satisfaction are Mallikarjuna, Prakash, Naga Reddy, Jagannath, Khamruddin,

Hanumantha Reddy, Umesh and Sainath. As indicated earlier, doctor’s behavior is good, staff is

cooperative, and medicines are available free. They also need not wait for long as the doctor is always

available at the hospital during the working hours.

The users have informed that the hospital organizes infertility camps once in six months where cattle

and buffaloes are screened for infertility problems and medicines disbursed for the deserving animals.

The hospital also carries out vaccinations for foot and mouth, rabies, anthrax etc. as and when

necessary.

Corruption

There is no report on the corruption in the veterinary hospital. Medicines are dispensed free of cost.

Doctor or the staff does not ask for extra money for any treatment. But, in case of house visits, the

doctor charges depending on the type of illness. Farmers have no complaint against this. Local

politicians or the village head do not interfere with the working of the hospital.

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Conclusion

Farmers are happy with the services provided at the veterinary hospital in Kanakpura. Hospital is kept

clean. Hospital and the staff are easily accessible. Doctor is always available during working hours. He

provides effective treatment to the sick animals without any charge. Emergency and complicated cases

are attended immediately with the support of senior doctors. Doctor and his staff are cooperative and

are sensitive to the needs of the farmers who bring their animals to the hospital for treatment.

CASE 2 - VETERINARY HEALTH CARE CENTRE IN DONUR SERVING YAMBATNALA, BIJAPUR DISTRICT

Location and Access

Donur is a small village situated 2 km away from Yambathnala. The veterinary centre is located in the

outskirts of the village. The government primary and secondary schools and the veterinary centre are

located in the same compound. As it is situated adjacent to the main road, the veterinary centre can be

easily accessed. There is no mobile veterinary service and the villagers are not aware of it.

Infrastructure

The centre is not bound by any compound wall. There is no separate gate to the veterinary centre. The

building is in good condition. There is one small room for the Veterinary Inspector and another small

compounding room where a liquid nitrogen container and the medicines are stocked. An A. I. crate is

fixed on the back side of the building which is completely rusted. The centre has hardly any veterinary

equipment. The rooms are clean. It looks deserted.

Front view of the veterinary dispensary at Donur

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Technical

There is no provision for a Veterinary Doctor in the centre. It is manned by a Senior Veterinary Inspector

who had taken charge just a month ago. One Veterinary Assistant’s post is vacant. In case of

emergency, services of the veterinary doctor at Sindagi are sought.

It is reported by the Senior Veterinary Inspector that the centre receives a mere 3 to 4 cases per day.

Most of these cases are related to diarrhea, fever, respiratory and digestive problems. Medicines are

received from Sindagi as and when required. Since the number of cases is low, the stock of medicines is

also on the lower side.

Number of A.I. carried out at the centre is very low. It is 8 to 10 in a month. Rs. 5 is charged per A.I.

The centre maintains a liquid nitrogen container. Liquid nitrogen is replenished from Sindagi at regular

monthly intervals along with straws. Semen straws of Jersey, Khilari and Surthi breeds are stored.

Fertility camps, it was told, are conducted once a month in the village.

User Response

Response from the users is not welcoming. Shivanna, a livestock owner and his other friends feel that

the centre should have a qualified veterinary doctor. This is one reason why the number of cases is

abysmally low. There is limitation on the part of a veterinary inspector to handle emergency and other

complicated cases. Every time, he can’t be depending on the doctor from outside. More often, the

doctor may not visit on time leading to casualty of cases handled. Such factors have discouraged the

livestock owners from availing treatment at the centre in the village. Most of them call a doctor for

door step service. This way, the users reported that they have to spend more for treatment of their

animals. The livestock owners therefore strongly feel that Donur needs a qualified veterinarian for the

veterinary centre and the centre be equipped with necessary veterinary equipments and medicines.

The Senior Veterinary Inspector also makes house visits for treating minor ailments. He charges not less

than Rs. 100 per visit according to Siddaiah Hiremath, who owns a cow.

The centre is presently located in a low lying area. As such, during rainy season, the veterinary centre

gets inundated with water and the centre becomes non functional till the situation becomes normal.

Against this background, there is already a move to shift the centre to a safer place, a little away from

the village.

Conclusion

Since the veterinary centre in Donur village is likely to be relocated to a new place, it would be

appropriate to consider positioning a qualified veterinarian besides equipping the centre with required

equipments and medicines together with a diagnostic laboratory. The centre, otherwise, would remain

under utilized and would become unviable.

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CASE 3 – VETERINARY HEALTHCARE IN SHIVAJINAGAR, GADAG DISTRICT

Location and Access

Shivajinagar is the new name given to the tribal hamlets originally called Sintankere Tanda. Today’s

Shivajinagar lies in Mundargi Taluk, and comprises six hamlets located 14 kilometres to the south-west

of the district headquarter, Gadag. With a population of around 1,895 according to the Census 2001, this

small settlement of tribal folk is accessible from Padampur on the Gadag route. This route is the arterial

road for all movements.

The village has a government veterinary healthcare facility. It lies to the north-west, fifteen minutes

walk into the interior of the village. The veterinary facility was started here in the year 1997. Before that,

there was no government facility for animal healthcare. The veterinary centre is in a derelict state. Even

a mobile veterinary unit does not provide service in this area.

Usage

The village folk inform us that the veterinary centre is open only once a week. Every Friday, the

veterinary doctor arrives from Gadag. He keeps the facility open for a mere 2-3 hours. Therefore, usage

of the veterinary services of the government is poor, and very rarely do people approach or depend on

the centre.

Infrastructure: Inadequate and in disuse

On approaching the veterinary healthcare centre in Shivajinagar, the first thing noticed is that the entire

facility comprises only a single room. No other shelter is available for medicine storage, office area,

waiting area, etc. The room appears old and crumbling from the outside. A board outside proclaims

that it is indeed the government veterinary health centre. The timings of the centre are painted as 9:00

a.m. to 5:00 p.m. all days of the week except Sunday. However, numerous villagers gathered

emphatically state that the only day it is open is Friday, and only for a few hours. The only other

information displayed is the telephone number of the veterinary doctor, painted on the wooden door.

Outside the centre is the harnessing equipment for cattle, and a water trough. No other equipment or

structure for the treatment of farm animals can be found. No compound wall exists, no gate, and no

other building.

A peep into the room reveals a dark room with a storage shelf for medicines, a desk and chair for the

doctor, and some scattered equipment. All the furniture and equipment bear an old and dysfunctional

look. Sitalakshmamma, a housewife rearing poultry in her backyard, informs that for every ailment, the

doctor tells them that the equipment is old and/or not working, and nothing can be done by him.

A new larger facility is on the cards, and contracts for construction are near completion. This facility

would be located at the other end of the village. However, no specifics about the opening and beginning

of the facilities are available, even to the villagers who await some improvement in the services.

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Service Aspects: Apathetic and Absent

The village of Shivajinagar is classified as a tribal area and has special developmental needs owing to its

backward state. The backwardness of the village accounts for the large dependence of the people on

livestock and animal husbandry for their livelihoods. In this scenario, the poor veterinary facilities being

given by the government puts these people in a quandary.

The absence of a regular doctor is a big negative. In addition to his absence, there is no para-veterinary

staff available either. The people are forced to rely on private veterinary clinics to get treatment for

their animals. In terms of service quality, the treatment received at the government facility is so

negligible that the village people found it difficult to comment.

Medicines are not available at the government veterinary centre in Shivajinagar, as reported by at least

four persons who own livestock. Even if they do get to consult the doctor, he does not provide them

with any of the required medicines. They have to take the prescription to Gadag and buy the necessary

medicines.

Conclusion

The government veterinary healthcare facility at Shivajinagar village in Mundargi Taluk is seen to be one

of great apathy and neglect. The consequence of the shortcomings and deficiencies of this centre is that

the livestock owners of the village are forced to use private veterinary facilities. This is out of

compulsion and a preference for good quality treatment. They are willing to pay a price at private

facilities for these services. The hope is that the opening of the new facility may turn around the dire

lack of public service delivery in the future.

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GOVERNMENT HIGH SCHOOL

Introduction

The government aided and un-aided high schools of the state (from VIII to X Standard) come under the

purview of the Director, Secondary Education. The aim of the department was to have one high school

within every 5 km radius. This has been revised to one high school in every 3 km radius. Secondary

educational institutions in Karnataka number 4,132 in total (2008 statistics). Out of these, about 85% are

located in rural Karnataka i.e. 3,512. During the year 2004-2005, the number of High Schools was as

follows:

Government Aided Unaided Total

High Schools 2,892 2,582 3,882 9,356

Services Provided

1. Students are provided free education in government high schools.

2. Free text books are provided from 1st-10th standard.

3. One set of uniform is provided to all children from 1st-7th standard. After 7th std, uniforms are given

only to girl students.

4. Bicycles are provided to all students, girls and boys, in the 8th standard.

5. High school students belonging to SC/ST are given 6 notebooks and a compass box each year.

6. Mid-day meal scheme is present to improve attendance.

Quality Control and Improvement

Field Officers reporting to Block Education Officers (BEO) supervise and monitor all aided and

government high schools in Karnataka.

To improve the quality of teaching, training to teachers is provided at two stages – during induction and

while in service. At the high school level, quality is checked by the headmaster who not only supervises

classes and teachers, but also handles 12 sessions a week himself. He reports to the BEO or SDMC.

New Initiatives undertaken by the department

1. Computer facilities are being provided in all high schools. Currently 50-60% of high schools have ICT

facilities and by next year that number is expected to be 100%.

2. Infrastructure facilities like building, water, toilets for girls, are being addressed. 60% of

infrastructure in rural high schools is in place and in three years it is to be complete.

3. Under the Right to Education Act, compulsory education is to be provided free of cost till 10th

Standard. Earlier it was from the age of 6 to 14. This programme is being implemented with the key

words “Enroll, Access, Attendance, Quality”.

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CASE 1 – BEST PRACTICE HIGH SCHOOL IN NICHAPURA, HARAPANAHALLI, DAVANAGERE DISTRICT


The high school in Nichapura Village is located 14 km away from the Taluk Headquarters of

Harapanahalli, in Davangere District. The case aims to study the positive aspects of a high school that is

providing complete satisfaction to the students. The high school is part of a composite junior college,

which is also government-aided.

Access to the high school in Nichapura is via a tar road and the school is located within the village.

There are 169 students in the high school. Forty-five students are in VIII standard (30 boys and 15 girls);

sixty students in IX standard (46 boys and 14 girls) and sixty four students in X standard (54 boys and 10

girls).

Superior Infrastructure

The high school at Nichapura is situated on a 3-acre campus with a 2-acre field that is used as a

playground. The campus has no compound wall or gate. Five rooms comprise the high school, with three

classrooms, one staff room and one room for the Head Master. All these rooms are temporary

structures with asbestos sheets roof. Classrooms were observed to have benches and tables for

students. Shashi, a IX standard student tells us that the class strength is higher than capacity. As such,

they have to adjust with the available benches and tables.

A government-aided hostel for students is also located on the premises. Two toilets, one each for boys

and girls are available. They are maintained well and cleaned every day. No laboratory facility exists in

the high school. However, one room is being used to store all books obtained. This is utilized as a library.

Among the other high schools visited, the one at Nichapura thus far, had the superior buildings and

infrastructure. It is the only one with separate toilets for boys and girls and a library room.

Outstanding Teaching Quality and Dedication of the Staff

The Head Master, Basavarajappa, informs that all sanctioned teaching posts have been filled in the high

school. Six members form the teaching staff and there is one non-teaching staff member. The teaching

staff, he says, has gathered acclaim over the years for their dedication and effort. Students are

completely satisfied with the quality of teaching and behavior of teachers, two parameters used to

evaluate teaching. Monthly tests and mid-term exams are conducted regularly. In fact, extra classes

were conducted during Dussera vacations for X standard students, where they are helped to solve five

question papers in preparation for the SSLC examination. Radio classes are held regularly between 2:30

to 3:00 p.m. for all classes.

Proof of the success of teachers is Mr. Shambulinga, the mathematics teacher. He was responsible for

obtaining 100% results in mathematics in the SSLC examination of 2009-10. Among the 182 aided

schools in the district, the students of Nichapura stood first (highest mean marks obtained) in

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mathematics. Three out of six medals at the district level were bagged by the students of Mr.

Shambulinga. The Head Master is unequivocal in his appreciation, “He stands as a role model not only

for students, but also his peers, and for all teachers in the block too.” We can thus observe that high

teaching standards originate from motivated and dedicated teaching staff.

An Active Extra-curricular Environment

Last year, a variety of extra-curricular activities were conducted. The first was an expedition to a nearby

forest area for an entire day. “Pratibha Karanji” was held at the Taluk level where cultural and academic

events were conducted. During the Annual Day, a sports meet was organized. In the month of February,

a personality development workshop was conducted, where guests from outside the Taluk were invited

to deliver lectures.

During June/July, a 15-day review and feedback session was held for the students of Std. X. With the

purpose of “reinforcement of learning”, 50 students from around the Taluk were invited to participate.

Four students and one teacher from the high school in Nichapura represented. The review and feedback

sought information and suggestions to improve teaching quality, teaching methods, etc.

Monitoring and Development

Among those who participated in the activities of the high school in Nichapura was the Block Education

Officer, Veeranna Jatti. He takes active part in the activities of all schools in his Block. In the past year

and a half, he has visited Nichapura high school five times. His participation extended to three full days

spent with the students and two interactions during inspection. Mr. Jatti is enthusiastic about the leaps

made by the school in the area of academics, and feels that such performance can be replicated in other

educational institutions with a bit of initiative and support from the government.

The Director, Department of Public Instruction too made one visit to the school and left with vivid

memories of a cultural programme. He was very impressed with the results and activities of the high

school.

All supplies are obtained from the DDPI as regularly as it is available. Charges are levied for textbooks in

the 9th and 10th standards. Uniforms are privately made, but bicycles are given under the government

scheme to boys and girls (not hostel residents). Payments are made online and via demand drafts

through the DDPI to the Textbook Society. These charges have the approval of the government.

As do fees. An amount of Rs. 165 is charged as government fee for admissions to Std. VIII and Std. IX. An

examination fee of Rs. 100 is charged to Std. X students and reimbursed to girl students. Lakkappa,

parent of two boys in the 8th and 10th standards says, “We have no objection to paying this money

because our children are happy with the education they are getting. I made the right choice for their

future by getting them admitted here.”

In pursuit of further development of the high school, a computer laboratory is being planned in cohesion

with government funding. Ten computer systems have been sanctioned at a cost of Rs. 85,000 to the

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high school, with a payment schedule over five years in annual installments of Rs. 17,000 each. The

remaining amount for setting up the laboratory is to be covered by the State and Central Governments.

Conclusion

The practices and systems of the high school in Nichapura make a success story in the Taluk. The

academic performance has put the school on the map. With support and encouragement from the

dedicated staff, the future of these students looks bright. The level of involvement of the staff in the

overall development of the student is laudable. Testimony to this is the extent of extra-curricular

activities and staff initiatives to promote growth and development. The interest of the BEO and his

efforts too can be noticed. This school is an example to others of how capacity can be optimally utilized

for good performance, while facing all the same constraints that other high schools have.

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CASE 2 - WORKING OF A GOVERNMENT-AIDED HIGH SCHOOL IN LAKKALAKATTI, RON, GADAG

DISTRICT

Location and Access

Located half a kilometer away from the village of Lakkalakatti, the local S.K.R. Committee runs the

government-aided high school that serves the village of Lakkalakatti. The road from the village is good

and most students walk to the high school easily. The high school is located in Ron Taluk that has been

identified as “most backward” along with Mundargi and Shiratti Taluks in Gadag District. This entitles it

to special funds from the RMHS and IRDF, apart from ZIlla Panchayat Funds.

Physical Infrastructure

Government high school at Lakkalakatti village

The school stands amidst a 3-acre plot of land but is not compounded. The plot is not owned by the

Committee, but is leased out to them. An adjoining plot contains a dried-up water body, which has not

been filled, posing a danger to the safety of students.

The physical structure was rebuilt in 1992 after demolition of the old building. Yet, the high school in

Lakkalakatti is still not a permanent structure. The roof is still an asbestos covering, making it a

temporary structure despite 18 years of functioning. The building consists of four classrooms (one for

each standard and a common classroom), and one staff room. Only the staff room is equipped with a

desk and chairs while the remaining classrooms have only black boards. No benches and/or tables are

provided to the students. There is no designated Head Master’s room.

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No toilet, laboratory, computer centre or library is available on the campus. The attached land is used as

a playground.

In terms of facilities, water is not available for drinking or any other purpose. The authorities bring water

from the village to meet their needs. Power is a major problem as no electricity line runs through the

school.

Staff and teaching quality

The post of Head Master has been vacant since 1992. As the high school is a government-aided one, no

advertisement can be put out to fill the post. The vacancy must be filled by the Committee by promoting

one of the teachers, in consultation with the Block Education Officer.

There is seven teaching staff for different subjects. Despite following the state government’s education

format, zero percent complete satisfaction was reported by the students attending this school on the

quality of teaching and the behaviour of teachers. Sumathi, an 8th standard student guesses that the

lack of a Head Master makes the teachers come and go as they please. She goes on to say

apprehensively that the teachers are irregular in taking classes. Even the teaching methods are not

satisfactory to the students. With no practical classes and no audio-visual teaching material, the quality

of teaching is bound to dip.

Supply of Materials, Fund Allocation and Utilization

Being an aided school, the high school at Lakkalakatti receives funding from three sources:

First, Zilla Panchayat funds released annually are utilized for basic necessities of running the

school.

Second, under the RMHS Fund, an amount of Rs. 25,000 is given to old buildings for

maintenance. This has been implemented in government schools and will soon reach other

schools. These funds have been allocated to 28 selected high schools for up gradation within

this year.

Third, under the IRDF Fund, a NABARD Scheme for most backward taluks (decided by the

Nanjundappa Report), funds are provided for the construction of rooms. The other use is for

implementation of a special development programme. The amount towards this has already

been released and the action plan is awaiting approval from the Zilla Panchayat.

Supply of materials is done by the government. An annual amount for food grains and other food

articles is released for the mid-day meal scheme. This is calculated on a per head basis of students and

supplied to the school. The responsibility of preparing the meal lies with the school authorities.

Text books are released by the state government and have to be purchased by the respective school

authorities. However, the problem of shortage persists here too. Bicycles are given for 8th standard

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students by the government. As are notebooks, compass boxes for SC/ST students. Uniforms are not

given by the government.

Conclusion

Despite being a private school, and aided by the government through various funds and programmes,

the low satisfaction of students with the high school is seen. Block Education Officer, Sharanappa

Gudlanur says that infrastructure is the main problem. Since it is a matter left to the management of the

private committee, there is not much that can be done. Last year, this school was among the ones that

were suggested for de-recognition due to lack of basic facilities.

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CASE 3 - INFRASTRUCTURAL INADEQUACIES IN OTIHALA GOVERNMENT HIGH SCHOOL, SINDGI,

BIJAPUR DISTRICT


Located in Sindgi Taluk of Bijapur District, Otihala is a village that is around 8 kilometers from the town

of Sindgi, and around 40 kilometers from the city of Bijapur. The Government High School (School Code:

29081211306) in Otihala is run by the Department of Education since 2001. It is a co-education school,

and is classified as a rural school.

Access to the village is via a partially muddy, partially tarred road. Off the State highway, its accessibility

from the major towns is not good. However, access to the Government High School once inside the

village, is good. The Government High School is situated on the main road of the village. Its location

opposite a prominent religious charitable institution makes it well known to all. Accessibility of the

Government High School is spread to the four neighbouring villages. Roads to and from these villages to

the school are motorable. Its coverage currently spans a 3-kilometre radius (earlier within a 5-kilometre

radius).

With a total strength of 176 students, the Government High School at Otihala comprises 53 students in

VIII standard, 68 in IX standard and 55 students in X standard. Over the years, admission of girl students

is on the rise says Mr. Mahantesh, the science teacher. An admission fee of Rs. 185 is charged to all

students, barring girls, SC/ST and OBC categories. An exam fee of Rs. 295 is also charged, but reimbursed

to girls and SC/ST students.

Govt. High School at Othala village

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Infrastructural Inadequacies

The Government High School is located in a 2-acre plot of land with roads bordering three sides. The

fourth side is enclosed by wild bushes. There is no compound wall or gate. The problem that arises with

this is the frequent use of local people to graze their cattle and dump their garbage.

Most of the vacant space is used as a playground for students. One end of the plot houses a water tank

and a toilet complex with two toilet cubicles. However, the water tank is empty and therefore, water

facilities are not available in the toilet. The opposite end of the space houses the school buildings.

The building consists of four rooms in a single line, with steps leading down from the courtyard to the

playground. Of these four rooms, two rooms are newly constructed with the Zilla Panchayat sanctioned

Rural Infrastructure Development Fund (RIDF). Although they were completed in October this year, they

have not been handed over to the school authorities as yet. In effect, since 2001, the Government High

School is operating out of two rooms.

Mr. S.S. Talwar, Head Master of the Government High School in Otihala describes this gross inadequacy

of buildings. “It has forced the teachers to conduct classes in the playground, under the trees in

summer. During monsoon, the classes are shifted to the religious institution nearby. They themselves

offered rooms to the teachers to conduct classes, after seeing the students huddled in the courtyard

during rains.”

Inside one classroom that is being used, there are no benches or tables. No table or chair has been

provided for the teacher either.

The second room that is being utilized serves multiple purposes. It has been partitioned to act as the

staff room, principal’s office and computer laboratory. This room has seating arrangement for the

teachers and Head Master, as well as all computer equipment acquired in the academic year 2008-09.

With eight computer systems and UPS backup, this facility has proved to be immensely useful and

interesting to the students. Students from all three standards, 8th to 10th, work on the systems once a

week and have even learnt the use of the internet.

No laboratory or library is available, due to the constraint of a limited built-up area. Despite the fact that

ample empty space is available within the school compound, there is a major shortage of funds for

construction. Mr. Chatriki, the science teacher elucidates the problem of not having laboratory facilities

for students who need to see the practical application of their studies.

Drinking water is available all year round from a hand-pump situated within the school plot.

In addition to the classrooms, a detached one-room structure has been constructed in the south-west

corner. This houses the kitchen for the mid-day meal preparation. This room was built from special

funds allotted under the mid-day meal scheme.

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Availability of teachers and teaching quality

The teaching staff at the Government High School in Otihala comprises the Head Master, six teaching

staff, two non-teaching staff and one clerk. Due to the fact that the Government High School is a rural

one, seasonal shortages of staff do arise when teachers who own lands leave for a few months for

cultivation or harvesting. However, the staff at the Government High School manages to rotate their

schedules to accommodate these shortages, ensuring that students do not suffer. All posts sanctioned

for this school are filled.

Teaching quality is average according to the few students who were asked about their satisfaction with

the teaching. They all agreed that they need more teachers because they noticed that a few teachers

were often forced to take many subjects for all the students. The school In Othala has an OHP and a

radio. Compact Discs are bought by teachers when they happen to come across interesting educational

videos. The annual contingency fund of Rs. 5,000 is utilized to purchase classroom supplies, office

supplies, and other educational materials when possible.

Teachers are regular in PTA meetings, SDMC meetings, BEO inspections and bi-annual reports to DDPI.

This is despite being crippled by seasonal shortages in teaching staff.

DDPI Supplies

Textbooks are obtained from the Block Education Officer regularly. However, the common problem of

delays persists. Not all the textbooks are received before the start of the academic year. Even the

quantity falls short at times. For example, in October, during the time of this study, the 9th standard

science textbooks had not yet arrived, well into half the academic year. Students often share and

manage their studies, and teachers do their best to make class notes comprehensive enough to make up

for the shortage.

Notebooks and compass boxes for SC/ST students are usually provided on time and in sufficient

quantity. However, the quality of these is not considered the best. Sangram, a student in 10th standard

says that even though he gets free compass box every year, he finds them to be of such bad quality that

he buys the same stationery from outside and doesn’t use the items supplied by the government.

Bicycles are given to both boys and girls in the 8th standard. However, they are usually distributed at the

end of the year. For the academic year 2009-10, they were received in the month of January. This year,

they are yet to receive.

Uniforms are provided to girls and are provided in adequate quantity, and usually in the beginning of the

academic year itself. No major shortage is experienced in this regard.

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Conclusion

Reclassification of Sindgi Taluk as a backward taluk in the district of Bijapur has opened the doors to

increased funding from the Department and the entre under various schemes. The major problem of

gross infrastructural shortage can be addressed with adequate funds to build and maintain necessary

structures. Construction of a compound wall, gate, laboratory, library, separate computer room, and

additional rooms for other needs will go a long way in improving the satisfaction level of students

attending the Government High School in Othala. Developmental work such as construction of a toilet

too will add to the infrastructural capacity of the Government High School. An up gradation of physical

infrastructure is vital for the improvement in overall quality of service provision and service delivery.

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DISTRICT HOSPITAL AND PRIMARY HEALTH CENTRE

Rural Health Service

District Hospitals provide preventive, promotive and curative services. Each District Hospital has 12

specialties catering to patients coming directly or referred from small peripheral rural centers and

mofusil hospitals. 24-hr Emergency, Casualty, Blood Banks, AIDS screening, Radiology, are some of the

services made available at District Hospitals. They have specialised services like ophthalmology, ENT,

paediatrics, orthopaedic, skin and STD, palnology, bacteriology, radiology, dental etc. and have been

provided with facilities such as `X'-ray unit, screening and laboratory, blood bank etc. The district

hospitals serve as referral hospitals to the peripheral institutions.

Types of Services provided through District Hospitals

1. Curative Services

2. Nutritional Services

3. Laboratory Services

4. Rural Health component of Minimum Needs Programme

5. National Rural Health mission (NRHM)

6. National Leprosy Eradication Programme

7. National Tuberculosis Control Programme

8. National Programme for Control of Blindness

9. National Vector Borne Control Programme (NVBDCP)

10. National Guinea Worm Education programme

11. Prevention and Control of Communicable Diseases

12. Health Education, Training and School Health Services

13. National Iodine Deficiency Disorder Control Programme

14. Karnataka Health Systems Development and Reforms Project

Charges for Services

All services are provided free of cost to patients including consultation.

District Hospitals and PHCs in Rural Karnataka (as on March 2010)

District Hospital Primary Health Centres

State Total 18 2193

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CASE 1 - DISTRICT HOSPITAL, BIJAPUR

Location and Access

The hospital is located on the outskirts of Bijapur city. As one enters the hospital, it could be easily felt

that there is no one to guide a patient. There is no help desk in the hospital. The reception/registration

counter is manned by a person who was struggling to cope up with the patients. The citizen charter was

displayed besides the registration counter. Infrastructure seems good and the hospital is neat and

clean. Necessary laboratory equipments are available. DC is the Chairman of the district hospital.

User Experience

As we entered the hospital, we saw a person who looked much worried. It was very clear from his face

that he was searching for something. We approached him and enquired about the purpose of his visit

to the district hospital. His name is Pir Mahammad. He and his mother Ms. Lalima are from Nalathod

village in Muddebehal taluk and had travelled 120 km for treatment of Lalima in the district hospital.

They are very poor and have no resources. Even to get a square meal per day is difficult for them.

Lalima is suffering from back pain for quite some time. Pir Muhahammad paid Rs. 2/- at the registration

counter and was guided to Block No. 5 by the person at the registration counter. Lalima was to be

subjected to ICTC test. Concerned doctor told the patient that the kit for the test was not available in

the hospital. They were asked to come again after 8 days. Their pleading for treatment fell on deaf

ears. By now, they had spent around Rs. 400 on transport and food hoping that Lalima would get proper

treatment at the district hospital. But all their hopes vanished once they were turned down for want of

testing kit.

Subsequently, they met another doctor and narrated their history. After hearing their case, the doctor,

instead of providing treatment, asked them to meet him at his clinic at 1.00 pm. One can easily make

out the intention of the doctor. In spite of repeated requests, the doctor neither prescribed any

medicine nor guided the patient properly. He insisted on their visit to his clinic. Further, they were not

aware as to whom to complain.

Pir Mahammad and Lalima were naturally dissatisfied for the non responsiveness at the hospital.

Doctors, they observed, were not available in their seats always. One doctor said that he would be back

in five minutes but took not less than 30 minutes to return to the seat. Their worry was that they have

to spend another Rs. 400 or more to come again to the hospital and were not sure of treatment even if

they visited for the second time. Still, the mother and the son were pinning hopes on the district

hospital as they estimated that they have to spend around Rs. 3000 if Lalima had to get treatment

outside.

Gangappa Shivappa is an in patient from Chikkatti village in Athani taluk. He got admitted for severe

headache and has been in the hospital for the last four days. He was directed by the Govt. hospital at

Athani. He says he had spent Rs. 400/- for blood grouping in the hospital and Rs. 5000/- for various tests

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outside as prescribed by the hospital. This is despite the hospital having all the equipments and

facilities.

According to him, the in-patient ward is not clean. Bed sheets were not changed ever since he got

admitted. Receipts were not issued for the payment of Rs. 85 made for the lab tests.

Staff

While discussing with the District Surgeon, it was learnt that the hospital has 400 beds for the in

patients. But the occupancy rate is 50%. Reason for low occupancy, as informed by the District Surgeon

is that, there are three medical colleges besides, two Ayurvedic and one Unani college. So, the patients

get distributed among the hospitals attached to these colleges.

The district surgeon has the discretion to decide whether to charge the patients a fee for treatment or

not.

Out of the 14 doctors posted against a sanctioned strength of 33, only 9 are working. There is no

physician in the district hospital. The hospital is engaging some qualified doctors on contract to meet

the emergencies.

Information display at the district hospital in Bijapur

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Conclusion

The District Hospital, in spite of having laboratory facilities, directs the patients to get the tests done

outside. Doctors suggest to the patients to visit their clinics for treatment instead of treating in the

hospital. As there is no help desk, patients are not aware whom to contact in case of a problem and are

made to run from pillar to post. Human element is lacking in the hospital.

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PRIMARY HEALTH CENTRES

What are Primary Health Centres

Under the Health and Family Welfare Services Department, Primary Health Centres are the first point of

contact for the village population with regard to healthcare. In Karnataka, Primary Health Centres are

established for every 30,000 population in plain areas and for every 20,000 in hilly/tribal areas. A

Medical Officer, Block Extension Educator, one female Health Assistant, a compounder, a driver and

laboratory technician look after a PHC. They are equipped with a jeep for out-of-centre visits and

necessary facilities to carry out small surgeries.

Activities of a Typical PHC

The PHCs are established and maintained by the State Governments under the Minimum Needs

Programme (MNP) and Basic Minimum Services Programme (BMS). PHCs are established for every

30,000 population in plain areas and for every 20,000 in hilly or tribal areas. It is manned by a Medical

Officer who is supported by 14 para-medical and other staff, and has 6 beds. It acts as a referral unit for

5-8 Sub Centers.

The activities of Primary Health Centres involve curative, preventive, primitive and Family Welfare

Services. Karnataka state has an extensive network of 2,193 Primary Health Centres.

Health Infrastructure

1) Rural Health Programme: The state is following the National pattern of three-tier health

infrastructure in rendering Primary Health Centres (1 per 30,000 population), Primary Health

Units (1 per 15-20,000 population), Community Health Centres (1 per 1 lakh of population or

one out of four PHCs) and Sub-Centres (1 per 5,000 population).

2) Maternal and Child Health Services: Under numerous programmes, children and expecting

mothers are immunized and provided dietary supplements.

3) Schools Health Programme: Medical examinations are conducted for children in all the primary

and higher primary schools in the rural areas. Immunization against DT and TT, treatment of

ailments, health education to teachers and students etc. are included.

The National Rural Health Mission (NRHM)

NRHM seeks to reduce the Maternal Mortality Ratio (MMR) in the country from 407 to 100 per 1,00,000

live births and Infant Mortality Ratio (IMR) from 60 to 30 per 1,000 live births within the seven-year

period of the Mission. With this aim, 200 Primary Health Centres (PHCs) in Karnataka are to be upgraded

into 24x7 health centres. Funds flow will be increased to PHCs delivering more than 25 babies a month.

For the staff, NRHM hopes to double the monthly incentives being given to doctors and nurses in “more

remote” and “most remote” area PHCs. Information, Education and Communication is actively carried

out from the District Health Officer to the Block Health Education Officer.

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CASE 2 - OPTIMUM RESOURCE UTILIZATION AT GOWNIPALLI, SRINIVASPUR, KOLAR DISTRICT

Located 18 km from the Taluk Headquarter of Srinivaspur, the 24-hour Primary Health Centre in

Gownipalli is an example of good practices in a PHC. With 100% of respondents completely satisfied

with the overall quality of health services provided, the PHC at Gownipalli was selected in order to

identify why there were higher levels of satisfaction among users of the service,

With an overview of the infrastructure, facilities, services, processes available and good practices, the

reasons for high satisfaction with this PHC are highlighted.

Access, Usage and Service

Out-Patient treatment is the predominant service provided at the Gownipalli PHC, with 300-400 patients

visiting the Centre each day, on average. The Centre is equipped with all necessary equipments,

including a new ECG machine. Maternity treatment is availed on average by 15 women each month, and

all come through the Asha workers to the PHC. They are kept under observation for one night at the

Centre. On discharge, post-natal care is handled by Anganwadi and Asha workers.

Introduced 1.5 years back, the “108” emergency service has become an important lifeline in the area.

The speed and in-ambulance emergency equipment have proved to be immensely useful to the

villagers. The four members running the ambulance are housed in quarters within the PHC compound,

thus making the service a veritable success. With a margin of 10% of people calling them for non-

emergencies, 90% usually find it very helpful.

ICTC testing facilities are provided to people, free of cost, like all other services at the PHC. With a total

of 1,181 persons having been tested since January 2010, the laboratory has proved very effective. In

addition to this, camps are conducted in all surrounding villages of Srinivaspur Taluk rotationally, where

150-200 people get tested. Apart from camps, nurses visit surrounding villages too where vaccination is

done every week.

All patients spoken to at the Centre did not have any complaints. No case of corruption was reported

and all respondents expressed satisfaction with the above services. A few patients and visitors

accompanying them commended the service in comparison with their previous experiences. Take the

case of Chanappa, who frantically rushed his daughter to the PHC with high fever after a quack had

administered a quick-relief drug. Within 5 days, she was better, and Chanappa attributes this to “…the

kind staff who assured him that all medication and treatment was available to her…and that they would

do everything to ensure that she got better and got back to school.”

Infrastructure and Facilities

The PHC in Gownipalli is situated on a fully compounded area close to the centre of the village. Built

around 65 years ago, the PHC operated as a PHU till last year. The building houses a medicine

dispensary, doctors consulting room, a nursing room, medicine storage, an 8 bed ward and a 400 sq. ft.

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waiting room. A new addition to the Centre is a maternity wing built in 2002-03 where an ICTC testing

centre, labour ward, counselling chamber, medicine storage and 600 sq. ft. waiting room are located.

Within the compound is adequate space for the “108” ambulance to park, and housing for the “108”

staff.

Some observations made on a visit to the PHC revealed the following positive aspects:

Posters and information manuals filled most walls in the waiting room, doctor’s chamber, ward,

counseling room, maternity waiting hall and ICTC testing room.

The weekly schedule of staff visits to the surrounding villages for vaccinations and ANC was also

displayed and was up-to-date.

The provision of a bench for patients in the waiting hall was found to be inadequate; with an

average inflow of 300-400 people, the outer verandah and porch acted as temporary waiting

areas for patients and visitors.

The nursing room provided a sharp contrast between the old and the new. A large and old table

and steel-framed bed was juxtaposed with modern sanitary equipment and new water purifier.

This made the case for a centre making the best use of bringing a modern facility to the

dated/available resources.

The 8-bedded patient ward was spacious, clean and airy, and fitted with two attached toilets.

Recently re-modeled with funds made available through the National Rural Health Mission

(NRHM), these beds were said to be rarely used for In-patient treatment, but utilized for shorter

stays of a few hours when necessary.

The medicine storage room with two refrigeration units was well-stocked. The usual problem of

inadequate electricity to run the cold units was not faced here as KEB hours were sufficient, and

a UPS supplemented further needs.

Just at the entrance was the dispensary where common medicines are stored and prescribed

medicines issued to patients. This showed that the operations and flow of patients were

streamlined to make the best use of the available space within the building.

Close to 150 persons are screened each month at the PHC by the ICTC laboratory run by

Counselor Jayashankar and Technician Vinay.

Part of the infrastructure is the newly constructed maternity wing. It was constructed seven years ago.

However, it has been used for providing treatment only in the last one year when equipment and

facilities were provided under the National Rural Health Mission (supporting the PHC since 3 years).

Under this, a delivery table, UPS, emergency medicines, an oxygen cylinder, ECG machine and baby

warmer have been purchased for the maternity wing.

An immaculately maintained labour ward in the new building holds a bed, baby warmer and separate

toilet. It is well-equipped and treats nearly 15 cases every month. The labour ward also doubles up as a

maternity ward where mother and baby are kept overnight.

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Water facilities are available at all times thanks to the overhead tank and UPS. Patients verified that

clean drinking water is available to them at all times. For treatment, water is purified using the latest

model of water purifiers obtained with NRHM funds.

Electricity supply is scheduled and available for 2-3 hours during the day and for a maximum of 3 hours

in the night. This posed a problem to the smooth running of the PHC until a UPS was purchased.

Staff Behaviour and Helpfulness

The doctor at the PHC in Gownipalli is R. Mohammed Shariff, who has been at this centre for over 5

years. Helpful and patient, the doctor attributes the satisfaction of patients to the joint effort and

friendliness of all the staff, and the optimal utilization of available funding. Working beyond the required

working hours of 9 to 1 pm and 1.45 to 4.30 pm, he is found at the PHC from 9 am till 8 pm. Talking

about his efforts to build a rapport with patients, Dr. Shariff confesses that patients are satisfied only

when help is available to them with trust and compassion. A group of patients waiting outside speaks of

how they share a close relationship with the doctor and are happy with the treatment at the PHC. Aging

Marulu Siddaiah says, “The doctor is very good to us, he even goes out of his way to ensure our

problems are solved.”

Three staff nurses and two Group-D nurses comprise the nursing staff. One nurse is available all through

the night. This staff, although adequate for current inflow, will prove inadequate in the coming months

when the PHC moves to a new 30-bed Community Health Centre at the other end of Gownipalli village.

In addition to the ICTC counselor and technician, the staff seems fully capable of handling the patients.

However, Dr. Shariff is eager for a lady doctor to be appointed, which will reduce his presence in the

maternity ward and allow him the time he requires for OPD treatment.

Fourteen Anganwadi and Asha workers associated with this PHC take complete care of maternity

patients. Working closely with the doctor, they bring expectant mothers for regular checks ups, take

care of post-natal nutrition and disburse entitlements from MMRM schemes, etc. With ample field

experience, they have proved a life line for maternity patients in the area. Amaravathi, an Asha Worker

says,“(she)...can approach the staff at any time for any assistance. They are regular in payments,

guidance, information and support to mother, child, and Asha workers”.

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Patients at the PHC in Gownipalli

Service Delivery: Resource Utilization and Fund Flow

Funds from the Health and Family Welfare Department reach PHCs through the District Health Office

and Taluk Health Office under the NRHM and Janani Suraksha Yojana (JSY) schemes. Rupa, a staff nurse,

says that thus far, funds reaching the PHC have been used very optimally to build up a substantial base

of necessities. Since they prioritize the necessities with each fund flow, they have found the resources

adequate.

Equipment and medicine supplies have been smooth and regular from the District Health Office in Kolar.

With regard to quantity of medicines, Dr. Shariff is of the opinion that although adequate in quantity, all

medicines received were not always effective. Sometimes, other medicines were also prescribed when

the doctor felt that the medicines available were not effective enough. Requests for specific and

necessary medicines are always met by the District Office, he says, when they send a request.

Operational flows too are well managed with definite rules set down and practiced by the staff. Detailed

record-keeping, constant communication and process flows for patients (patients follow a systematized

procedure from arrival till finally collecting medicines at the dispensary) have been laid out. These

operational aspects too add to the efficiency of the PHC.

Sitalaxmi, an Asha worker associated with the PHC says that the service delivery process is easier and

smoother here than anywhere else, in her experience. She attributes some of this to the personal

initiative of the doctor and staff who work together cohesively, and maintain cordial and regular

communications with the Taluk and District Health Offices.

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Good Practices

The details of the infrastructural set-up, staff effort, service provision, and delivery process highlight the

effective and satisfactory functioning of the PHC at Gownipalli. However, there are aspects that stand

apart, when compared to the functioning of other PHCs in Karnataka.

Good practices incorporated into the everyday functioning of the Centre include treating patients with a

friendly and concerned attitude. This model of good practice is carried out by all members of the staff,

at each level of service provision. The doctor and nurses exhibit genuine interest in the worries of

patients, go on to calm them down with a good word and some details regarding their treatment.

Dr.Shariff believes that explaining the nature, cause, recovery process and time clearly is of great help in

ensuring that patients continue on the course of treatment till the end and are left satisfied with their

experience.

The prioritized utilization of funds has ensured a fully equipped Centre. The follow up on the release of

funds and allocation is taken up by the doctor with all persistence and commitment.

The “108” ambulance service has proved very useful to villagers in the surrounding areas. It has not only

made it more convenient for patients to approach the PHC and avail treatment, but has also given them

a sense of reassurance. The Taluk Health Officer, also named Mohammed Shariff, reiterates that the

ambulance service has time and again proved beneficial and very successful in the area, even while it

has not kicked off as well in other parts of the State. The 108 service has greatly improved access to the

PHC.

The rotational field visits and regular camps conducted for ICTC testing have taken the services to the

people and broadened the reach of healthcare professionals in Srinivaspur Taluk. They have also worked

to spread awareness of the PHC to far flung areas, thereby increasing the number of people turning to

Government healthcare facilities.

For maternity patients, the “Taayi Card” and its acceptance in PHCs across the State has been an

outstanding positive. These cards enable expectant mothers to access healthcare facilities at any PHC

when necessary. With the card, ANC, state-funded nutrition benefits and allowances too can be

obtained. The scheme has been very well received in the area, and has promoted the access and usage

of the PHC.

As District Health Officer Dr.Ramesh says, “Best practices are created at the lowest rung of operations,

and their success emulated across units; that is the case in our District”.

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CASE 3 - TYPICAL PROBLEMS OF A RURAL PHC AS SEEN IN DAMBAL, MUNDARGI, GADAG DISTRICT

Location and Access

The 24x7 Primary Health Centre (PHC) at Dambal Village is located 20 km away from the Taluk

Headquarter of Mundargi. The village is situated on the well-laid main road between the District

Headquarter Gadag and Mundargi Town. The PHC is located at the southern end of the village on a

spacious 2 acre plot. The roads leading to the PHC are motorable. Being the Centre for four sub-centres,

the PHC is situated centrally amid the surrounding villages.

The four sub-centres under this PHC, catering to a population of 5000 each, are classified under Section

A and Section B sub-centres. However, two of these sub-centres are currently facing severe staff

shortages and are practically vacant. These sub-centres are supposed to be staffed with 1 ANM, 2

supervisors, 2 male junior health assistants and 3 female junior health assistants. However, majority of

these posts are vacant. The consequence of the staff vacancies is the additional burden on the PHC at

Dambal.

Usage

A usual footfall of 40-50 patients per day is a common sight at the PHC. Working between 9.00 to 1.00

p.m. and 2.00 to 5.00 p.m., the doctor, Dr. Subhas Daigond quickly adds that he is around much longer.

Sometimes, he even works on Sundays and holidays. The poor capabilities of the Sub-centres may be the

reason for the large number of cases at this PHC.

Each day, 3-4 cases are that of In-Patients. There are six beds in the general ward; two for male patients,

two for female patients, and two for pediatric cases. In fact, Dr. Daigond has requested the Health Office

for separate rooms to be made available for each of these three categories, with an attached toilet.

Facilities available for in-patients include drinking water and toilets. However, no food is provided for

them at the PHC. Although the ward was observed to be clean and with functional equipments, nurse

Mehmooda revealed that the bed linen is cleaned only once a month.

The maternity wing handles around 15-20 deliveries a month. Although the Taayi Bhagya Scheme

(expecting mothers can access maternity treatment and post-natal care in any PHC in the State) is not

implemented here, the Asha workers participate to bring these women to the PHC. Dr. Daigond is

emphatic to state that maternity healthcare has improved drastically with their efforts of motivation,

care and awareness. The importance of Asha workers has been reinforced at each PHC visited under this

study.

Under the general health programme, Sneha clinics for adolescents aged between 11 and 19 years are

conducted every week.

Camps and weekly visits to surrounding villages are non-existent in Dambal. Dental, eye and other

camps are not conducted regularly, and may or may not be conducted even once a year. The health

check ups in the schools is conducted once a year, when ideally it should be held every three months in

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the anganwadis under the Suvarna Arogya Scheme. The reason cited for this is that only one doctor is

available in the PHC, and he can not handle both simultaneously. However, the example of the highly

successful PHC in Gownipalli, Kolar, with only one doctor, stands testimony that even one man can make

the centre a success.

Infrastructure and Facilities: Need for Increased Funding and Better Allocation

Built under the Government of India pattern, the PHC building is 40-45 years old. The adjacent doctor’s

quarters was built around the same time. The doctor’s quarter is inhabitable and the doctor lives in the

town of Mundargi, travelling to and fro every day. A compound wall and gate surround the plot, and are

of recent origin. A large garden area lies in front of the PHC, and ample space all around, acting as

parking lot for a private NGO’ s ambulance and the decrepit Government jeep provided to the doctor for

local trips and camps.

The PHC has a small waiting hall of less than 100 square feet. The crowd always spill out onto the porch

and garden area says Shantamma ruefully. Shanthamma has brought her aged father to get treated for

his arthritis. Last week, the doctor gave her a prescription for pills to buy from the local drug store. Even

after a week, there has been no improvement. “What is the use of spending money on costly medicines

that I can’t get here, if his pain hasn’t reduced?” she exclaims. The low quality of medicines available at

the PHC has a negative impact on the perception of treatment quality. Patients are unable to see the

effectiveness of the medicines.

The patients are ushered to the doctor’s chamber or the dressing room if the nurse is able to take care

of the ailment. Both rooms open out onto the central courtyard. The PHC is designed around this central

courtyard, with all rooms facing this open space. Apart from these two rooms are the examination

room, a cold storage unit with deep freezer and ILR, an immunization room where ANCs are conducted,

a laboratory (with a Designated Microscopic Centre, Ophthalmic testing, TB testing and Dot), clerical

office, a meeting hall, computer room and a 6-bed in-patient ward with one toilet that can not be used.

Although furnished with all necessary equipments, the building itself was found to be in very poor

condition. Major repair work was needed, with the roof and walls crumbling in many places. Extensive

wooden and electrical repairs are also needed.

While NRHM funds covered only minor repairs (electrical, wooden and painting) and purchase of

equipment (hi-tech and maternity), funds to cover these major structural repairs was difficult to get says

Dr. Daigond. Rs. 1 lakh is received annually under NRHM programme in addition to a sub-centre fund of

Rs.10,000. But this amount is nowhere near that is required to carry out all necessary repairs. Dr.

Daigond reveals that the KSHDP sanctioned an amount of Rs. 20 lakhs to convert this PHC into a “model”

PHC and another Rs. 20 lakhs toward refurbishing the living quarters. However, both these monies have

not been released as yet.

The maternity section lies towards the farthest end of the courtyard and is partitioned recently from the

main area. This wing comprises a labour room, mini operation theatre, sterilization room, and a

separate labour bed in a vacant space outside. The maternity wing’s up gradation was possible purely

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due to NRHM funds that provided for all new equipments and supplies. The addition of an attached

toilet and recovery room is on the cards with the next tranche of NRHM funds.

The courtyard-style building takes care of the need for lighting. Natural light is no problem, but a 24 x 7

PHC requires more. Electricity is available for 12 hours a day. This takes care of the cold storage

equipment and most power needs during the day. But the night duty nurse, soft-spoken Najimunnissa,

repeatedly makes the case for a UPS. Many a time she has received a maternity case in the middle of the

night, with no electricity to even usher the patient in. Let alone concerns for her own safety.

Water is available at all times, and round the year from the abundant ground water system. However,

there is no clean drinking water available for the patients.

Staff and Service Aspects

One doctor is posted in the PHC at Dambal, and the vacant post of LMO and MOH have not been filled

for the past 9 years. Being a 24 x 7 PHC, the necessity of another doctor is keenly felt. With a staff that

includes 3 staff nurses, senior Health Inspector, Lady Health Visitor, Lab technician, Pharmacist,

Refractionist, ANM, and 2 junior health assistants, the PHC faces no para medical staff shortage.

However, it was observed that a few persons hang around the PHC with the doctor, with no official

positions, but acting in an authoritative way with patients and visitors.

Satisfaction with quality of service at the PHC in Dambal was reported to be extremely low as per the

data collected through the survey. Complete satisfaction was found to be zero. This aspect of poor

service delivery is reiterated in the poor opinion that a few patients had expressed on an earlier visit to

the PHC in the month of July, and the current visit. In conversation with Dr. Solapur, Taluk Heath Officer

at Mundargi, , a similar opinion of the poor service quality was obtained. Pallaiah, a patient, is vocal

about the ‘rough’ behavior and conduct of the doctor. He explains that the entire experience at the PHC

is troublesome owing to the high-handed nature of a few staff members and attenders.

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A view of the drug store at the PHC in Dambal

Arogya Kalyana Raksha Samiti

Each PHC has a committee of 8 to 9 members that comprise the Arogya Kalyana Raksha Samiti. This

committee has been constituted with the Gram Panchayat President as the head, to develop access to

healthcare and represent patient needs in the community. This Samiti is supposed to meet once a

month in the meeting room of the PHC at Dambal. The role of this committee was envisioned to discuss

the health status of the community and in a small way, contribute to the working of the PHC by advising

the Centre. However, the effectiveness of this committee here seems to be poor, as meetings are not

held regularly.

Conclusion

As the case of a typical rural PHC, the PHC at Dambal requires a major overhaul that would lead to

better service quality and better service delivery. Taluk Health Officer, Dr. Solapur is quick to point out

the following core issues at the PHC:

Poor fund allocation and utilization has created a glaring deficiency in the PHC. With sub-optimal

prioritization of funds, the full capability to better the facility has not been achieved. Since the

department counts on the doctor’s representations, the role of the doctor as head of the PHC needs to

be taken up more enthusiastically and seriously. His capacity to take the PHC toward better service

provision remains to be seen.

Crumbling infrastructure and inhabitable living quarters is a definite impediment to the proper

functioning of the PHC. Major renovation is an immediate necessity with the ceiling and flooring falling

away in many places. Peripheral facilities like food for patients need to be developed too.

The accessibility of the PHC for non-locals remains an issue since the population from the sub-centres

depends completely on this PHC. Transport from the outlying areas of coverage is a concern. Even the

“108” ambulance needs a minimum half to an hour to reach the PHC, as it is not parked/located in the

PHC itself. Neither is the doctor able to meet emergencies as he lives outside the village in the Taluk

Headquarter, his quarters being inhabitable and the official jeep under repair for the past two years.

Finally, the low quality of medicines available at the PHC is perceived by patients as poor treatment.

With a common complaint across the state that the medicines are often sub-standard and ineffective,

this is a serious issue that needs to be tackled at the Departmental level.

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NEMMADI KENDRA

The Concept of Nemmadi Kendra

Nemmadi Kendras were established as rural e-governance centres, owned and operated through a PPP (Public-Private Partnership) model between the Government of Karnataka and a consortium of three private sector companies viz. Comat Technologies, 3i Infotech and n-Logue. The operational sphere extends to 800 kiosks or tele centers that operate at the sub-district and village levels. G2C (Government to Consumer) and B2C (Business to Consumer) services are offered through the kiosks. The “single window” concept of information access and delivery has reduced the time delays seen in regular processes.

Functionally, Nemmadi Kendras are a scale-up of ‘Bhoomi’ services to include 38 different services that were hitherto obtained from the Revenue officials at Taluk Office. The main service offered is the issue of copies of land records. However, other services that are available include issue of caste, income, residence and age; issue of birth, death, no-tenancy, widow, living, agri-family, agri-labour, agriculturist, small and marginal farmer, re-marriage, landless and surviving family member certificates; birth and death registrations, pensions and ration card; and various bill payments. Technological Base

The Nemmadi Kendras operate on a strong digital, technological base. The aim is to reduce manual operations as far as possible to speed up the delivery process.

As part of the Build-Operate-Transfer model, the consortium of three companies builds, deploys and maintains the telecenters for a period of 5 years. The consortium is responsible for a range of activities like software development, hardware procurement, systems integration, kiosk deployment and operations.

All kiosks are equipped with two computer systems that have backup power, a printer, a camera and an uninterrupted power supply (UPS). Some even have thin-client terminals to provide additional access. VSAT is the current preferred technological solution. But, as a back up to VSAT, wired and cellular modems too are employable for data connectivity. Comat’s Global Services Infrastructure (GSI) is the common software service platform for delivery of various services.

Operation of the computers is by one or two telecenter operators who have undergone a week’s training at Mysore after successfully going through a rigorous application and selection procedure.

Performance So Far

The overall numbers obtained from the Government of Karnataka show the growing success of the Nemmadi Kendras. Since its inception in October 2006, Nemmadi Kendras have completed a total of 261.76 lakh RTC and RDS transactions, with revenues of Rs. 37.68 crore.

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Issue of RTC and RDS certificates through Nemmadi Telecenters (Oct.2006 to Feb. 2010)

Year RTC RDS

No. of Transactions (Lakhs Nos.)

Amount Rs / Crores

No. of Transactions (Lakhs Nos.)

Amount Rs / Crores

2006-07 (From Oct.06) 4.37 0.63 1.07 0.14

2007-08 42.93 6.43 14.59 1.96

2008-09 53.68 8.05 27.05 3.74

2009-10 (Upto Feb.10) 52.94 7.94 65.13 8.77

Total 153.93 23.06 107.83 14.62

New Schemes and Initiatives

Using the infrastructural facilities and organizational set-up of the Nemmadi Kendra’s, the Government of Karnataka has introduced a number of schemes in addition to the multi-service proposition.

A tie-up with TATA AIG has introduced a personal insurance scheme for the rural population. Ration card holders can pay an amount of Rs.105 and get insurance cover of upto Rs.1 lakh.

A new initiative that has gathered much steam is the Computer Course. The purchase of a mobile SIM card from BSNL at the Kendra gives youngsters an opportunity to register for Computer Training Classes. At a fee of Rs.500, many young girls especially have enrolled themselves. They attend classes twice a week at the Kendra between 4 and 6 pm and learn the basics of computer usage. The course is of 20-hour duration. At the end of the course, students are issued a certificate. This unique initiative called “Unnati” is supported by Comat Technology. It has truly taken IT to rural Karnataka.

In the pipeline is software up gradation that aims to increase transparency and justice in the system. The current Windows 98 system will remain untouched. But to supplement the flow of transactions, Version 2.2 will be introduced in order to process applications following the “First in-First out” system, cutting out any opportunity for corruption or discrepancy in receiving documents out of turn. The accountability will be effectively reducing any personal digressions on the part of Tahsildars in approving and verifying the applications.

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CASE 1 - OPERATOR INITIATIVE IN SMOOTH PROCESS FLOW AT HARAPANAHALLI, DAVANGERE

DISTRICT

Nemmadi Kendra at Harapanahalli Town

The Nemmadi Kendra at Harapanahalli Town is situated 48 km from the District Headquarter of

Davangere. It operates as the Telecenter for 28 surrounding villages.

Access and Usage

Open from 9.00 a.m. to 6.00 p.m. everyday with half hour lunch break, except Sunday, the Nemmadi

Kendra receives an average of 100 people a day. During the peak seasons, this number increases to 200-

300 daily. The location of the Kendra in the heart of the town makes it convenient to access not only for

those within the town limits, but also for people from other villages who often have to travel to

Harapanahalli on work. They find it convenient to club their visit to access this service as well. In terms

of numbers, since the beginning of the year, 2,352 documents and certificates have been issued by this

Kendra.

Twenty one documents are provided here. These include the following: Caste Certificate, Income

Certificate, Residence Certificate, SC/ST Certificate, OBC Certificate, Handicapped Certificate, Widow

Certificate, Cash Income Certificate, Not Belonging to Upper Caste Certificate, Bona fide Certificate, Land

Holding Certificate, No Land Certificate, Agriculture as Occupation Certificate, Small Farmer Certificate,

Government Employee Certificate, Re-marriage Certificate, Loan Repayment Capacity Certificate,

‘Anukampa’ Certificate, SSY Eligibility Certificate, Rashtriya Bhadrathe Certificate and RTC document.

The fee charged for each of these documents is Rs.15. However, a joint Income and Caste Certificate

costs Rs.30 and an Old Age or SSY Eligibility Certificate costs Rs.5. None of the people interviewed

reported that the Operator was charging higher than the prescribed fee.

Infrastructure and Technology: Support Structures to Effective Functioning

Housed in a single room beside the E-stamping office, the Nemmadi Kendra premises at Harapanahalli

depicts similarity with those around the state. Only a single piece of paper stuck on the wall outside

announced its presence. The reason for this is that the request for a new board is pending with the

authorities in Davangere. The Operator, a young and courteous Mr. Umesh, sits in front behind a high

ledge and on the other side, customers queue up for their turn. The Operator’s desk consists of a

computer system, printer and telephone. A UPS and battery backup are parked beside the system.

Behind the Operator lies the storage area where paper, ledgers, and other office supplies are stored.

Although each Nemmadi Telecenter is equipped with two computer systems, it was observed that this

Kendra had only one.

Power supply was not found to be an issue here. The frequent load-sheddings have comedown recently.

However, even during summer, knowledge of the specific hours of power cuts enabled Mr. Umesh to

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manage his time optimally. Using the UPS, six hours of uninterrupted power supply can be obtained and

it is creditable to learn from him that he has never used it for many hours at one stretch.

Supply of office stationery too is not a problem. The Block Office, as Mr. Umesh informs us happily, is

prompt and regular in supplying stamps, holograms, paper, printer ink, and even application forms. Any

shortage is resolved with its prompt delivery in a day or two. More often than not, the monthly

meetings become the point of exchange for the office supplies. Mr. Umesh, regular in attending every

monthly meeting, is able to bring back the supplies with him.

Technological infrastructure comprises of one computer system with requisite software by COMAT. Last

month, Version 2.2, a new software to prevent out-of-turn processing of applications, was installed. In

its one month of operation, the software has proved beneficial and fair, following the dictum ‘First in-

First out’. Jogappa, a mason, is happy to note that his work gets done in a fair manner. He says, “I

cannot afford to run around to the Taluk Office. And I am no longer upset that people who were

submitting their applications after me were obtaining them much before I did”. Any problem with the

software is attended to within a day of reporting it on telephone. If the programme itself is not

functional, the technical executive arrives the same day. Hardware support and up gradation are

received from Bangalore, and the service was found to be reasonably prompt.

Smooth Process Flow and Service Delivery

A person coming in to apply for a document or certificate is required to fill out an application form,

available at the Nemmadi Kendra. Once the form is filled and all required supporting documents are

attached, the application is submitted with a fee of usually Rs. 15. The Operator checks all the

information, and even sometimes helps some fill out their forms. If the supporting documents are found

satisfactory, the Operator accepts the application and fee. He immediately enters the information into

his computer system, along with a digital thumb print of the person. Now, Mr. Umesh explains that one

copy of the form goes to the Taluk Office after the Village Accountant’s verification. The verified forms

are approved and digitally signed by the Revenue Inspector. The soft copy of the document arrives at

the Operator’s system, ready to print, authenticate with a hologram, and deliver.

This process flow usually takes a maximum of 10 days. However, the time taken for delivery of

documents to the applicant is 6 to 7 days in this Telecenter. Delays of more than 10 days are very rare

and usually occur only when the number of applications in one day exceeds 300. This situation occurs

when the “Calls” for government employment take place.

Mr. Umesh is clear that the process flow from Telecenter to Village Accountant never takes more than 2

days as he makes a trip to the Village Accountant every evening to drop off that day’s applications.

Although the collection schedule is prescribed to the Village Accountant (he must collect applications

from the Kendra every day), Mr. Umesh is eager to ensure that applications are processed as they come

to avoid backlogs, and that is why he undertakes the delivery of applications himself. He goes on to state

that during the last month, for the first time, a delay of more than ten days took place since the

Tahsildar was out of office. Sharadha, a young mother, agrees that the timely delivery of documents is a

reality. She is glad that she needn’t leave her baby at home to make multiple trips to the Kendra.

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Operator Initiative toward Operational Efficiency and User Satisfaction

Unlike other Kendras, the one at Harapanahalli has just one Operator who looks after each and every

aspect of the Kendra’s functioning. Having worked at the Back Office for over a year, Mr. Umesh is very

familiar and comfortable in executing the functions of the Telecenter. His keen understanding of the

process and process flow enables his work as Operator. He presents a good example of the Operator

being present on all days and during all working hours of the Nemmadi Kendra. Data collected during

the survey supports this statement as no reports of closure or absence was reported.

The initiative of Mr. Umesh in ensuring the smooth functioning of the Kendra is evident in many other

aspects. During the lunch hour, he visits the bank to deposit the amount collected as fees. This is the

only time he can make, given the crowds during working hours, and the bank’s short working hours that

prevent him from making the deposit after the Kendra’s working hours. Supplies are ordered, and

picked up by him on a regular basis, and he never waits for supplies to be completely depleted before

putting in a request.

With respect to the process flow, Mr. Umesh goes out of his way to ensure service delivery in time. In

addition to personally delivering the applications to the Village Accountant everyday, he also carries

along the register for the Village Accountant to sign the receipt of applications. This daily delivery of

applications is the first step towards system efficiency that ultimately ensures timely service delivery.

It was also his initiative that saw the successful conduct of computer classes during the month of

January. With all students completing the course successfully, they proved a huge success. However, the

single computer system acts as a barrier to conduct further classes.

At the personal level, it was observed that the Operator was friendly and helpful to customers. He was

patient in explaining the requirements and the processes. He is clear in understanding and is responsive

to different people. In case of inaccuracy of certificates or documents, Mr. Umesh guided them properly.

The Village Accountant vouches for his affable nature and good rapport with the people. He laughs to

say that the proof is in the fact that no applicant approaches him with any issue, and is happy voicing

their concerns to, and receiving assurance from the Operator.

Monthly meetings are the time Mr. Umesh gets to discuss with the Revenue Inspector and Village

Accountant, the complaints and problems that he faces and represent the problems of the people. It’s

also the time when he is informed of the latest schemes for the telecenters. He never misses them!

Conclusion

Technologically sound and successful on delivery, the Nemmadi Kendra at Harapanahalli is a great

example of operational efficiency. The process flow that remains a problem in numerous centres across

the State is not an issue here. All steps in the flow are carried out in an orderly manner, and delays if

any, are within reasonable parameters. At each level of the process flow, one finds timely and

determined action by the respective authority.

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This timely and continuous process flow has become a possibility, thanks to the Operator’s initiative.

Ensuring the execution of all operations is not the only responsibility. His co-ordination of tasks and

persons at all levels enables the delivery of Nemmadi Kendra services to a large population which has

led to the highest level of user satisfaction in the State. This increases the scope, depth and reach of the

Nemmadi Kendra concept itself.

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CASE 2 - NEMMADI KENDRA IN DEVARA HIPPARGI, SINDAGI, GULBARGA DISTRICT


There are three Nemmadi Kendras in Sindagi Taluk. The Nemmadi Kendra at Devara Hipparagi is located

in a corner of an old and dilapidated building. There is no sign board anywhere in the vicinity to guide to

its location. One has to struggle hard to locate the Kendra. Even the name board at the office is not

visible from outside. The room where the office is situated is too small to accommodate anybody else

other than the operator.

The Kendra caters to some 48 villages in the surrounding areas. It is operated by Mr. Srimath Akkalkod,

a young graduate in waiting. On an average, the Kendra is visited by some 40 customers a day. It goes

up to 70 during peak season, i.e. during school admissions, issue of ration cards and RTCs etc.

Infrastructure

There are two computers with internet connection and a printer in the Kendra. It is supported by power

back up for six hours. The Operator is an employee of COMAT Technologies, Bangalore which is out

sourced to run the Nemmadi Kendras in the State.

Process Flow

Most of the applications received are mainly for issue of income and caste certificates besides Pahni.

Pahni is issued immediately once relevant land information is provided. Income and other certificates

would take 12 days for delivery. The process is as follows:

At the end of the day, i.e. at 5 pm, all the applications that are received during the day are sent to the

Revenue Inspector who verifies them and then forwards to the case worker at the Taluk Office for

further processing. After 12 days, the certificates are delivered online to the Nemmadi Kendra. Charges

are Rs. 15/- per certificate.

User Experience

Rajkumar Kanti, from Aski village which is located 45 km away from the Nemmdi Kendra was waiting for

the income and caste certificates to apply for a job. He had submitted his application a day before and

surprisingly, he had turned up at the Nemmadi Kendra the very next day for the certificates. While

talking to him, he told that he wanted the certificates immediately for applying to a job and therefore

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had approached the Revenue Inspector the same evening to help him out to get the certificates soon.

Obviously, the Revenue Inspector agreed to help Mr. Rajkumar Kanti for a price. He assured him that

the certificates would be delivered online the very next day and that Mr. Kanti could collect them from

the Kendra. But, to the utter disappointment of Mr. Katti, the operator at the Nemmadi Kendra

informed him that the certificates were yet to be received.

The above user’s experience indicates that there is corruption in the system although Nemmadi Kendra

is out of this rut. Rajkumar says that one can get things done with the help of R.I. and the case worker at

the Taluk Office, of course, at a cost.

For the user, the advantages include:

(i) Procedure to obtain a certificate at the Nemmadi Kendra is simple.

(ii) Validity of the certificates issued at the Kendra is for five years whereas it is only two years in

case of those issued at the Taluk Office.

(iii) There is time saving.

The problems include:

(i) Internet goes out of order at least once in a month.

(ii) There are server and back up problems too. These factors affect 10% of the applications.

(iii) Sometimes, there are problems in Taluk Office as well.

These problems are reported to the help desk in the M.S. building, Bangalore for immediate attention.

Normally it takes two days for rectification.

Conclusion

Uninterrupted power supply remains the main issue. Streamlining the operations at the Revenue

Inspector’s level and the Taluk Office too will go a long way in stepping up the service provision.

Coordinating and regularizing the frequency of collection of documents by Revenue Inspectors from the

Kendra needs to be prioritized. The verification process will automatically be ordered when the first in -

first out technology is in place. Back office capacity scale-up is another technological factor that needs to

be increased to take the successes of the Nemmadi Kendras to a larger population. Above all, a system

has to be devised to avoid corruption at different levels.

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CASE 3 - TECHNOLOGICAL and NON-TECHNOLOGICAL BARRIERS TO ACCESS IN RURAL KARNATAKA

Nemmadi Kendra at Dambal Village, Gadag district

The Nemmadi Kendra at Dambal, caters to 28 villages in the surrounding areas. All but two of these 28 villages, says D.R.Bendre the Dambal Kendra’s enthusiastic operator, are very active in accessing services from the Kendra. Supported by the Back Office at Mundargi, Dambal village sees a daily footfall of 30-40 during the peak seasons. Peak seasons are during school admissions, ration card issue and during July-August for RTCs. At Dambal, since the beginning of the year, 1,322 certificates have been issued by the Nemmadi Kendra. Last year a total of 5,328 certificates were issued.

The back office operations for the entire Taluk are supported by seven back offices that cater to the needs of 13 Kendras. This number, however, is grossly inadequate to meet the demand for access says Mr.Bendre. The locals mostly apply for one among the eight following certificates: Caste Certificate, Income Certificate, Residence Certificate, Sandhya Suraksha, Widow’s Pension, IGNOAP and physically handicapped certificate. Land records including mutation and old RTCs are relatively scarce. But the Kendra has given the villagers at Dambal an access point that they agree unanimously to be far easier, simpler and faster than the multitude of visits to Government offices.

User Experience

15-year old Kamala has been waiting in the queue since 9 am. It has been 40 minutes since she joined the line and the queue has already doubled. She recognizes most of the people in the queue. They all go to the Sarkari Proudha Shaale in Dambal together. She hopes she’ll get her turn before lunch break when the operator goes home for a quick bite. It hadn’t taken this long last year.

Kamala has come to the Nemmadi Kendra at Dambal, a village about 20 km away from the Taluk HQ of Mundargi, to apply for a Caste and Income Certificate. Since the Nemmadi Kendra opened in the village two years ago, every May-June sees a huge crowd of students lining up to apply for these verifying documents. As a part of the Government of Karnataka’s e-governance initiative, the wide range of services have become a great help to young girls like Kamala and many others in the village community. Now they can apply for their documents without having to take leave for a day from school or work to go to the Taluk Office in Mundargi.

Process and Delivery

Kamala, when she reached the counter pays Rs.15 to the operator. She knows it’s the same rate for every certificate. It’s what she paid last year and it’s the same that all her friends have been paying. As she submits her age, caste, annual family income and other details at the centre, the operator enters it into the system at the same time. Then, Kamala sits for her picture to be taken by the webcam. She giggles as the camera goes off and it’s done!

Now Mr.Bendre explains that one copy of the form is saved on the computer at Dambal, and a copy is sent to the Taluk Office at Mundargi. After the verification process, the forms are approved and a digital signature of the Revenue Inspector is inserted. Then a soft copy of the document is sent to the Kendra from where Kamala and her friends can pick them up in just three days time.

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Process and Delivery: Technological Factors Affecting Delivery

Mr.Bendre knows that the power will go off at 1.00 pm and that his computer system would shut down. The existence of a second system does him no good in this situation. This is because the electricity was turned off all of last night, preventing the battery back-up of the computers to fully charge and enables him to work on battery-run systems. This, he says, is a common scenario and the biggest cause of worry for the operators. Technology, with the usability and access it provides,is dependant on continuous and uninterrupted power supply.

Mr.Bendre is very vocal as he outlines an example of a typical day. “The power supply in Dambal, in fact all of Mundargi, is pathetic. On most days the power cut begins in the evening at 6 or 7 pm and only resumes at 2 pm the next day. How can we run a centre with so much of work within the 4 or 5 hours that we get the power? Even with battery back up of an additional 2 hours, I am never able to finish all my work.” Usually, he turns away at least 10-15 applicants towards the end of the day as the UPS too runs out of power way before its full potential of 4 hours. As studied by us, this is also the most widely reported problem by all Kendra operators across the state.

The shortage of power not only affects current work, but the limited supply is also inadequate for the computers to run beyond a few hours. This affects the efficiency of the Kendra, forcing it to operate at lower than its potential. In turn, access to the services of the Kendra becomes a window opportunity as the limitations of time create the biggest barrier for the consumer to even obtain the service. Many of Kamala’s friends have often gone to the Kendra only to return empty-handed due to the system shut down.

Mr.Bendre says his numerous complaints to the authorities have gone unnoticed. Initially he took the matter to the Revenue Inspector at Mundargi, but when nothing was being done, he went directly to the Karnataka Electricity Board. Empty promises followed as none of the officers could give any proper explanation for the long cuts. Remorsefully, he relates his recent experience. An electricity pole had fallen down at Dambal’s bus stop and halted the Kendra’s operations. When he contacted the Hubli Divisional Officer to fix the pillar, he faced a very unique situation. The usual promises of ‘it will be done’ weren’t made. Neither was Mr.Bendre asked to run from pillar to post in the usual bureaucratic way of things. Instead, he was given the phone number of the KEB line-man for the area and told to contact him directly, inform him of the problem, take him to the pillar and ensure it is fixed!

With regard to Comat’s technological support, there are no complaints. A Helpdesk number is reachable at all times during the day and any system breakdown can be reported immediately over the telephone. The complaint is registered at the Helpdesk and a complaint number given to the Operator immediately. With the complaint number, the technician is directly informed and is usually there to solve the problem on the same day.

Process and Delivery: Non-Technological Factors Affecting Delivery

Kamala’s friend Shankar says he has come to inquire about the status of his documents. He had applied for an Income and Caste Certificates 10 days ago but still hasn’t received either. This is the fourth time he has come to the Kendra. Shankar can’t understand the delay. He says he submitted all the correct documents and paid the fee of Rs.15. What Shankar doesn’t understand is the picture behind the scene.

The Revenue Inspector is supposed to pick up all the supporting documents every day in order to process them. But, more often than not, this pick-up is done only once in 3 to 4 days and that too, by the Village Accountant’s assistant. The back office work in an ideal situation should take no more than two

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days, in which case, the certificates can be issued to applicants within five working days. But the current situation is such that the back office process takes around 5 to 6 days, and the applicants get their documents in 10 days or more.

The scenario gets worse some times. Mr.Bendre states that currently, there is a backlog of one month! Last time the documents collected was about 15 days back that to after constant reminders, visits and calls made by the operator to the Taluk Office. This has badly impacted the students by way of late submission of certificates to schools and many job applicants missing deadlines as they didn’t have the necessary documents. This is another unfortunate result of the procrastination of officials. Even changing officers at the Taluk Office due to transfers add to the woes of the service users.

User Satisfaction with the Service

Sharanappa, who came to know of the Kendra during the ration card issue drive, agrees whole-heartedly. The vibrant publicity during that time spread the word about the Kendra’s services through the entire region. “I would have struggled to do the same if I had to go to the Tehsil Office” he says. Naveen, a recent college graduate is listening and pipes up. “I got my Income Certificate in four days without having to travel or miss work. Just the time it took to take a photo,” he smiles.

There is no doubt the approach to rural service provision has been a great success in most areas, receiving encouraging numbers and feedback. The replicability of the technology and the system to reach more remote areas and a larger number of people is what is to be aimed for.

Conclusion

Although ideologically robust and ordered, the technology (system/service) slips on the operational and delivery aspects. The technological envisioning, albeit taken off in a strong way so far, still suffers the glitches that characterize the software which is yet to be accepted in the traditional corridors of work.

Uninterrupted power remains the main issue. Smt. Kumudavalli, Assistant Director, Bangalore One, recognizes this problem as the core of the service delivery mechanism. Electronic technology requires a steady supply of power to just be in operation. A recent deliberation, she reveals, is the option of providing diesel-run generator sets to run the computers during power cuts.

A streamlining of operations at the Revenue Office too will go a long way in stepping up the service provision. Co-ordinating and regularizing the frequency of collection of documents by Revenue Inspectors from the Kendra should be prioritized. The verification process will automatically be ordered when the First in-First out technology is in place. Back office capacity scale-up is another technological factor that needs attention to take the successes of the Nemmadi Kendras to a larger population.

Technology alone cannot transform the workings of the Government. But the Nemmadi Initiative shows how it can be a powerful tool in the transformation.

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ANNEXURE – CASE PLAN

Division District Taluk BUS PDS PENSION VET SCHOOL PHC DH NK

Bangalore

Davangere HarapanahalliArasanahal(S1)

Harapanahalli Nichapura (S1)

Harapanahalli Harapanahalli(S1)

Kolar Srinivaspur Gownipalli(S1)

Belgaum

Gadag Mundargi Shivajinagar(D2)

Mundargi Shivajinagar(D2)

Mundargi Dambal(D1)

Mundargi Dambal(D2)

Gadag Ron Lakkalakatti(D1)

Bijapur B-B Yambatnal(D1)

B-B Yambatnal(D1)

B-B Yambatnal(D2)

B-B Yambatnal(D1)

Bijapur Sindgi Ramanahalli(D2)

Sindgi Bijapur(D2)

Sindgi Devara-Hippargi(D1)

Sindgi Chatanahalli/Otihala (D2)

Gulbarga

Gulbarga Chincholi Gadikeshwari(S1)

Chincholi Dhotikal(S1)

Gulbarga Jevargi Madri(S1)

Mysore

Hassan Belur Boovanahalli(D1)

S1-Positive (Highest Complete Satisfaction)

D1 & D2 - Negative (Lowest two Complete Satisfaction)

PHC+DH(IP)+DH(OP)=3 cases together

SOCIAL AUDIT OF PUBLIC SERVICE DELIVERY IN KARNATAKA · Govt. of Karnataka for conducting this...

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