Connecting government and people

In a democratic society such as India, people have hopes, purposes, aspirations, ambitions, desires, requirements, passions, problems, needs and so on, which is natural. In addition to these, there are several avenues in the form of schemes and programs created by state and Central governments through which the citizens are benefited. Against this background, people once in five years elect a party, which in their view, will fulfill their needs. The contesting parties also make promises in the form of election manifestos keeping in view the people's welfare at large. Voters consider them, electing a particular party to power. The government elected by them initiates and implements the promises it made in the manifesto. When it is done, people appreciate and laud their efforts. The same party, again and again, is elected to power in the process unless they fail, following which the same people wait for five years to search for an alternative.

In the recent past, some like-minded political and official personalities in a small conglomeration met and thoroughly discussed these and related issues to have an understanding of democratic functioning. Several who participated in that meet expressed the opinion that Chief Minister Kalvakuntla Chandrashekhar Rao, leader of TRS, who has been elected to power in the state with millions of aspirations, would continue to administer in the same fashion as was done during the first term by initiating and implementing various welfare and development schemes keeping in view the all-round well-being of people. However, there were different views expressed by participants, raising doubts about the optimum utilisation of schemes by eligible beneficiaries, despite taking every measure to ascertain that they reach everyone. They feel that no matter how well-envisioned a scheme it might be, there could be some technical and unintentional hitches that might come in the way during implementation. These are essential to be overcome.

The Telangana state government from time to time has come out with a number of schemes and programs benefiting millions of people belonging to almost all sections of the society. Thanks to media, the information on these schemes are reaching properly to the prospective beneficiary and, by and large, they are able to access these schemes. Still, there may be a gap in the outreach. However, many keep enquiring about the procedures and processes involved in availing the benefit of a couple of schemes.

For instance, the other day a maidservant enquired the process to avail benefit of the two-bedroom house. She requested an influencing person to help her in getting one allotted on her name. She was told to apply for the same and received a reply that no authority accepts the application. When this was enquired with the concerned authorities, it was found that the maidservant was right. It is only when the Collector calls for applications for a particular village in accordance with guidelines specified in a government Order that the applications would be accepted. How many really know about this? Even if they know, how will everyone be able to apply?

A similar request came from someone else for availing the benefit under Kalyana Lakshmi Scheme. Her doubt was that when should she apply and how to apply online amidst similar concerns. After applying, though in many cases the response from the government is quick and receiving the amount is very well before the marriage but in few cases, it takes a sufficiently long time due to technical or other reasons. Same may be the case probably with an overseas scholarship, fee reimbursement, Aasara pension, KCR Kits, regularisation of a Sadabainama agreement, a Deepam scheme, Rythu Bandhu or Rythu Bhima and so on. It could be even for obtaining various certificates such as birth, death, income, cast and so on. Almost everyone in society has some work or another with government time and again.

In Telangana, more than 20 million (2 Crores) people live in rural areas and the remaining 15 million (1.5 Crores) live in urban areas either in a town or in a city. According to the 2011 census, Telangana's literacy rate is 66.46 per cent. This indicates one-third of the people are illiterates and probably, even among literates, those who can understand the IT-linked procedures like online application would be less in numbers. In a way, they are computer illiterates. Despite various publicity modes to educate people on various schemes, many may not be able to know all the details involved in availing a benefit.

This is exactly where we may think of change agents or public relations consultants at field level in service of people who will take care of the requirements of prospective beneficiaries in all aspects right from creating awareness to availing the benefits of any scheme for which they are eligible. This is like an Agriculture Extension Officer for every 5000 acres to guide the farmer.

A change agent or public relations consultant is a person from inside or outside the government machinery who educates individuals about various aspects of a particular scheme, procedures involved in applying, persons whom they may have to meet about various documents required regarding the applications, etc. In a way, the change agent assists from end to end. The change agent plays a role of counsellor, guide, teacher or researcher, a mediator or as an advocate for the individual on behalf of the government. An effective change agent demonstrates extraordinary versatility with a broad skill set. Sometimes they perform a specialised role to meet the specific need of an individual with reference to a scheme. In due course, they would be mentors, facilitator and custodians of all the data of the individuals. Thus, a data bank of every individual citizen of the state could be developed.

With one change agent for every 2000 persons in rural areas and one for every 3000 persons in urban areas, the government may recruit (rural 10,000 and urban 5000 for a population of 2 Crores and 1.5 Crores respectively) 15,000 such change agents. At, say, Rs 30-35,000 per month, it may cost about 600 crores per annum on them which is a worthwhile expenditure.

These public relation consultants at field level handle the public image of government. The job will involve making the public aware of news relating to government, schemes in such a way as to create interest and make use of the benefits. If seen as a feasible and practicable mechanism, the government may possibly think of putting it into practice. This may also possibly eliminate corrupt practices, if any, in obtaining benefits from the schemes and programs of the government. And, this could be very well be replicated at the national level as well.

(The author is Chief PRO Telangana CM. The views expressed are strictly personal)