Introduction:
In a significant ruling, the Orissa High Court has mandated the Bhubaneswar Municipal Corporation (BMC) to implement a ‘Citizen’s Charter’ aimed at improving service delivery to citizens. This directive follows a petition filed seeking a death certificate, highlighting systemic delays in BMC’s responsiveness. The court’s intervention underscores the need for administrative accountability and citizen-centric governance.
Arguments of Both Sides:
Represented by Advocate Bijaya Kumar Nayak, the petitioner, Sakhilata Sahoo, lamented the BMC’s failure to issue a death certificate promptly after her husband’s demise due to COVID-19. She emphasized her economic hardship, reliant on the certificate for accessing crucial benefits. The petitioner argued that such delays not only cause distress but also infringe upon her statutory rights, necessitating urgent judicial intervention.
The BMC, represented by Advocate Kali Prasad Nanda, acknowledged the delay in providing essential documents but assured the court of timely issuance within three working days. They cited logistical challenges and procedural bottlenecks for the delay, pledging swift resolution under court scrutiny. The BMC underscored its commitment to enhancing service efficiency through proposed measures, including a Citizen’s Charter and improved grievance redressal mechanisms.
Court’s Judgment:
Delivered by Single Bench Justice Sanjeeb Kumar Panigrahi, the court criticized the BMC for causing undue hardship to citizens through delayed services. Justice Panigrahi advocated for the introduction of a comprehensive Citizen’s Charter by the BMC, emphasizing clear service timelines, grievance redressal systems, and compensation for delays. The court mandated the BMC to consult stakeholders and prepare the charter by August 13, 2024, promoting a culture of courtesy and efficiency within the municipal body.
The judgment directs the BMC to institutionalize Information and Facilitation Counters and deploy user-friendly software for public grievances. It underscores the charter’s role in bridging digital divides and ensuring equitable service accessibility. Moreover, the BMC is tasked with simplifying service-related information in Odia for broader public comprehension.