Orientation on ORTPSA and Lokseba Adhikara Sahayata Kendra

The Odisha Right to Public Services (ORTPS) Act, 2012 is a landmark law that ensures citizens receive government services within a fixed timeframe, free from delays and corruption. By mandating accountability, transparency, and penalties for non-compliance, the Act empowers people, especially in rural areas, to claim their rights with dignity and strengthens trust in governance.

To strengthen this framework, a one-day orientation on the Lokseba Adhikara Sahayata Kendra and the ORTPS Act, 2012 was organized at CYSD’s DRTC Campus on 28th May 2025. The programme aimed to build the capacity of Common Service Centres (CSCs) and Village Level Entrepreneurs (VLEs) to deliver services in a manner that is prompt, transparent, and accountable.

The event brought together an inspiring panel of leaders and practitioners: Shri Jagadananda (Mentor, CYSD), Shri Madan Mohan Rout (State Coordinator, CSC), Shri Pinaki Mohanty (PC, CMGI), Shri Santanu Kumar Mohanty (Ex-Senior Programme Officer, CMGI), Ms. Sarita Kanungo (DPC, CMGI), Dr. Biswaranjan Jena (Program Co-ordinator, NSS Bureau, CHSE) and Shri Dinabandhu Tadvi (ISRA India) alongside grassroots managers from Boipariguda, Baranga, Thakurmunda and Saharapada.

The deliberations began with an emphasis on empathetic governance as the cornerstone of good governance by Shri Jagadananda. He highlighted that ORTPSA is more than a legal framework—it is a catalyst for transforming how citizens experience the state. By placing citizen well-being at the centre, the Act empowers CSCs and VLEs to serve as bridges between rural communities and their entitlements.

Mr. Santanu Ku. Mohanty underscored the irony of continued struggles for basic services even after 75 years of independence. Yet, hope lies in the expanding network of 3,500 Jana Seva Kendras and 216 public services already delivered through CSCs, offering marginalized citizens unprecedented access to their rights.

Ms. Sarita Kanungo demystified the Act for participants. With 434 services across 32 departments covered, ORTPSA provides citizens with safeguards like acknowledgment receipts and penal provisions against delays, ensuring fairness and accountability in service delivery.

Shri Dinababandhu Tadvi urged for a parallel strategy of citizen outreach—bridging gaps not only in accessing services but also in connecting people with schemes designed for them. Local language campaigns, village meetings, and use of simple media tools were suggested as effective ways to promote awareness. Lessons from initiatives like MSME and PMKVY demonstrated how grassroots training and door-to-door engagement can make governance both accessible and inclusive.

Mr. Pinaki Mohanty shared that the state government is committed to making public services truly accessible. By using WhatsApp, a platform familiar to all, it is ensuring that even those uncomfortable with complex digital portals can access essential services with ease. This simple step will help bridge the digital divide.

Following the deliberations, the workshop adopted a participatory approach, dividing the CSCs and VLEs into four block-based groups, each tasked with designing actionable plans to enhance service delivery. Teams translated their insights into localized strategies tailored to community needs.

Key highlights from each block:

• Thakurmunda Group: Emphasised on strengthening connections between CSCs and community networks through WhatsApp groups for information sharing and resident mobilization.
• Saharapada Group: Focussed on digital literacy to empower marginalized communities, linking digital skills with service applications and awareness of rights.
• Boipariguda Group: Emphasis given on panchayat-level dialogues and targeted training programs, supported by a dedicated communication group to sustain outreach.
• Baranga Group: Prioritized on digital-literacy workshops and multimedia awareness campaigns, along with enhanced financial support for VLEs to expand effective service delivery.

This participatory approach ensured that each block developed actionable, locally relevant plans, combining technology, community engagement, and capacity building to strengthen CSC operations and reach.

Way Forward

In the way forward session following key insights emerged from the discussions -

• Leverage user-friendly platforms like WhatsApp to simplify access to public services, particularly for citizens less comfortable with complex digital tools.
• Integrate digital literacy with awareness of citizen rights to improve service access and utilization.
• Orient CSC VLEs on the provisions of the Act and their roles in facilitating efficient service delivery.
• Strengthen CSC VLEs as grassroots problem-solvers to address challenges faced by rural citizens.
• Uphold timeliness, fairness, and citizen-centricity as guiding principles in public service delivery.
• Promote sustained efforts to empower citizens through the Right to Public Services Act.

The orientation concluded with a collective understanding: CSCs and VLEs are not just service points, but torchbearers of good governance. With strengthened capacity, they can turn ORTPSA’s promise into everyday reality—ensuring no citizen is left behind in accessing their rightful services.