BHUBANESWAR: The state government is set to implement an auto-appeal system (AAS) under the Odisha Right to Public Service Act, 2012 for ensuring that people do not have to pursue officials manually when notified public services are delayed beyond the prescribed time limit.
The General Administration and Public Grievance department has issued a standard operating procedure (SOP) to all departments under which the system will automatically identify applications pending beyond the statutory deadline and escalate them to the appellate authority concerned without requiring a separate appeal from the applicant.
If the appeal is not disposed of within the prescribed period, the system will automatically trigger an auto-revision before the revisional authority.
The system will calculate the due date for every application based on the notified service-delivery timeline. Government holidays will not be taken into account while calculating the prescribed period. The acknowledgement number generated at the time of application will remain the unique identifier throughout the case life-cycle.
Once the application crosses the deadline without disposal, it will be marked “pending beyond timeline” and converted into an e-appeal, generating a unique case ID. Automated alerts will be sent to the applicant, designated officer and appellate authority through SMS, WhatsApp and email, wherever integrated.
The appellate authority will be able to examine the digital records, seeks explanation, schedule hearing and record proceedings electronically. Hearing notice will be issued at least seven days in advance. A reasoned order will have to be passed within the prescribed statutory period, sources said.
Once an application enters the auto-appeal stage, the designated officer will not be permitted to independently process or dispose of the original application until the appeal is decided. The relevant dashboard functionality will be disabled during the pendency of the appeal.
Failure by the appellate authority to dispose of and auto-appeal within the prescribed period will trigger and auto-revision. The revisional authority will examine the complete digital record, including system logs and may impose penalties on officials responsible for delays after providing them a reasonable opportunity of being heard.
The system will maintain a comprehensive digital record of applications, deadlines, officers involved, alerts, hearings, orders and compliance. It will also facilitate identification of frequent defaulters and integration with HRMS and treasury systems for recovery of penalties, wherever applicable.
The state government is planning to integrate the system with the central monitoring system (CMS) and the Ama Saathi unified WhatsApp Bot, which would enable real-time tracking and centralised monitoring.
