Administrative Accountability

in 21st Century
Making sure you walk the talk
 A Short Story
This is a story about people named
Everybody, Somebody, Anybody and
Nobody
There was an important job that needed to be done and
Everybody was sure that Somebody would do it.

Anybody could have done it, but Nobody did.

Somebody got angry about that, because it was

Everybody’s job.

Everybody thought Anybody could do it but Nobody

realized that Everybody would not do it.

It ended up that Everybody blamed Somebody when

Nobody did what Anybody could have done.
 Confused?
• When you don’t have well defined and
understood responsibilities
(accountabilities) performance suffers.
• You need to define what employees do
and then measure and reward their
actions.
 Accountability Defined
Every employee is responsible for making a
program successful.
They should clearly understand their
responsibilities.
They should be evaluated on how they
perform them.
The organisation should develop a system to
reward employees who demonstrate a
commitment to accountability.
Accountability breeds
responsibility
 What is Accountability?
Accountability means that individuals are
responsible for their actions and maybe
asked to justify them
Can be defined as the obligation of power-
holders to account for or take responsibility
for their actions
Government organisations, administrators
are accountable to citizens, users of public
services and the law
Pillars of Accountability
Importance of Being Accountable
Citizens are entitled to receive public services and have
rights to hold civil servants accountable.
The human cost of unaccountable governance is
manifolds higher (especially to WPEs) than the
economic cost.
A single person can make the difference if he/she holds
him/herself accountable.
An accountable civil servant can create favourable
environment to promote accountability.
The poor and disadvantaged tend to have less ability to
influence the quality of services,
Importance of Accountability
Better governance
Effective and Efficient public service
delivery
Engaging citizens
Ensuring rights of WPE
Empowering WPEs
 Government Officials/power holders
are responsible for

Their conduct - they must obey the law and not abuse
their powers.
Their performance - they must serve the public interest
in an efficient, effective and fair manner.
“All states have some form of mechanisms to
promote or ensure accountability of public actors
for effective PSD”
Approaches of Accountability
Individual: ethical, personal obligation
Collective: civil society, informal group,
community
Institutional: political, administrative, legal
Media - A part of Accountability?
Increases awareness in public about their rights
Alerts civil servants about their duties
Monitors civil service process
Creates campaigns about anti-corruption
Evaluates action based on prevailing laws
Plays vital role to make government and
service provider accountable
 Social accountability tools
Promote citizen's engagement
Build trust towards public service providers
Increase transparency & access to information
Build Standardization of public service delivery
Enhance accountability and citizen oversight
Accountability is a positive term

 Accountability is a positive term describing

commitments that – in the eyes of others –
have been kept.
 Webster’s Dictionary defines “accountability”
as “the quality or state of being accountable;
an obligation or willingness to accept
responsibility for one’s actions.”
 Accountability means preventing something
from going wrong.
 Accountability is about high
performance and not fear or stress
It’s about being willing to hold yourself to a
standard that improves the performance of
your organization and also having a
willingness to be held accountable by others.
How to Front-load Accountability
To front-load accountability in your organization,
you have to provide the specifics … and that
includes clear expectations. If your team can
reflect the essence of what you said to them
back to you, your expectations have been
clearly stated. If their reflection does not mirror
what you are trying to accomplish, you need to
start again.
Front-loading accountability begins with clear
expectations from both the sender and the
receiver. And, it is both parties’ responsibility
 The Benefits of Front-loading
Accountability
Remember when we asked you to think about how being
asked to be accountable made you feel? Quite often people
have feelings of stress, fear or being extremely
uncomfortable. The term “accountability” probably deserves
these negative connotations when it is used in a punitive way
… and in Western cultures, we tend to use accountability to
determine whom to punish when something has gone wrong.
These feelings of fear, stress and discomfort when we are
asked to be accountable are what we call “relationship
breakers.” So, when accountability comes at the backend of
the business process, we break that very thing that pulls us
through tough times and fuels good times: relationships
Conversely, when you front-load accountability,
relationships will be built, solidified and
strenthened.
When you front-load accountability:
✦ Performance increases
✦ Resources are better allocated – people
don’t have to guess
✦ Job satisfaction is increased
✦ Relationships are strengthened
✦ Results improve, ultimately increasing
revenues and profitability
As you practice accountability,
you are teaching being
accountable by “Walking the
Talk”.
 Being accountable implies
ACTION and COMMITMENT.
 Accountability in Relation to
Public Service Delivery

Accountability is the acknowledgment and

assumption of responsibility for actions,
decisions, policies and their
implementation encompassing the
obligation to report, explain and be
answerable for resulting consequences.
 Ethical Responsibilities for
Officers/Executives

Rule No. 1: You are responsible for your

own actions
Rule No. 2 : You are not “just following
orders”
Rule No. 3: You cannot blame others
(co-workers, clients) for your unethical
behavior
 3 Levels of Ethics

Follow Rules

Understand the rationale of rules

Demonstrate Mangalkarak Behaviour

True freedom begins and ends with
personal accountability.

You don't choose the day you enter the world

and you don't choose the day you leave. It's
what you do in between that makes all the
difference.
Factors within my Factors beyond
zone of Influence SITUATION my zone of
Influence
Factors within my Factors beyond
zone of Influence SITUATION my zone of
Influence

They Factors

VICTIM

• Powerless
• Angry
• Resentful
• Blaming
Factors within my Factors beyond
zone of Influence SITUATION my zone of
Influence

Zone of
Action

I Factors

ACCOUNTABLE

• In Control
• Powerful
• Joyful / Free to Act
• Results
Factors within my Factors beyond
zone of Influence SITUATION my zone of
Influence

Zone of
Action

I Factors They Factors

ACCOUNTABLE VICTIM

• In Control • Powerless
• Powerful • Angry
• Joyful / Free to Act • Resentful
• Results • Blaming
If It Is To Be, It Is Up To Me
 Ethical Responsibilities for
Officials/Executives

Rule No. 1: You are responsible for your

own actions
Rule No. 2 : You are not “just following
orders”
Rule No. 3: You cannot blame others
(co-workers, clients) for your unethical
behavior
 3 Levels of Ethics

Follow Rules

Understand the rationale of rules

Demonstrate Mangalkarak Behaviour

 Four aspects an Officer/Executives
should pay attention to

1. Knowledge of Law/Subject
2. Method of work
3. Attitude to Public/Stake Holders
4. Relations with Senior
officers/Superiors
Good Governance and Delivery
“It has been too much of Act, Act, Act. The time
is for Action. More than doles, we need delivery.
Good Governance is more than doles & includes
development and delivery
The rich can always buy the Government, but
good governance is necessary for the poor. It is the
poor who will suffer the most in the absence of good
governance. The country does not need a ruler, it
needs a servant”

-Narendra Modi
Prime Minister Narendra Modi
also said
 “India needs to change its laws,
 eliminate unnecessary procedures,
 speed up processes and
 adopt technology in a big way. “
4 Pillars of Citizen Centric
Administration
of service
to the Honesty,
citizen Integrity and
transparency

Ethos Ethics

Equity Efficiency
Speedy and
Treating all effective
citizens alike delivery of
with empathy service
 Characteristics of Good Governance

 Accountability
□ Key requirement of Good Governance
□ Applicable to government, civil society and private sector
□ Types : Political, legal, administrative and social
accountability
□ Components : Answerability, sanction, redress, and system
improvement
 Transparency
□ Free flow of information
□ Accessibility of information to those affected by decisions
taken in governance process
 Responsiveness
□ Citizen orientation, citizen friendliness
□ Timely delivery of services
□ Redress of citizen grievances
 Characteristics of Good Governance
 Effectiveness and efficiency
□ Optimum use of resources

□ Competency and performance of civil servants

□ Result orientation

 Rule of law
□ Fair legal framework

□ Impartial enforcement machinery

□ Independent judiciary

 Participation
□ Cornerstone of Good Governance

□ Opportunities for citizens to participate in decision making,

implementation and monitoring of government activities
□ Freedom of expression and association, organized civil society
Characteristics of Good Governance
 Equity and inclusiveness
□ All groups, particularly the most vulnerable, have
opportunities to improve or maintain their well being
□ Equal opportunities for participation in decision making
process
 Consensus Orientation
□ Mediation of different interests in society to reach a
broad consensus on
What is in the best interest of the whole community
How this can be achieved
 Good Governance Strategies - India
 Conference of Chief Secretaries and Chief Ministers – 1996, 1997
□ Deliberation on improving governance
□ Action plan for accountable and citizen friendly government
□ Formulation of initiatives
 Good Governance initiatives

□ Decentralization and People’s Participation

□ Citizen’s Charters
□ Sevottam
□ Results Framework Document
□ State of Civil Services Survey
□ Model Code of Governance – State of Governance Report
□ Redress of Citizen’s Grievances
□ E-Governance
□ Social Accountability - Right to Information, Social Audits,
Community Score Cards
 Model Code of Governance
 Model Code of Governance
□ Developed by GoI in collaboration with State Governments,

□ Governance issues identified in model code to guide state

governments
in participative and citizen-centric development
in benchmarking their performance on Governance
□ Provides the basis for assessing governance in Indian context

Governance Components

Financial
Accountabilit Improvin Technology Public
Managemen Incentivizi Anti
y and g and System Servic Rule of Law
t and ng Corruption
Transparency Service Improvement e
Budget Reforms
Delivery moral
Sanctity
e
 State of Governance Report
 Assessment (through scoring), of Indian States on pre-
determined dimensions of governance
 Output --- methodology for measuring and preparing a
Report on the State of Governance for States/sub
national units, by taking in account the indicators with
specific reference to poverty reduction
 Methodology tested in three states, to be rolled out in
other States and UTs
 So GR framework expected to enable temporal
comparison of Governance indicators for a given State
 • Service Standards
• Decentralization and Self-Government
Service Delivery
• Regulation and user-feedback
• Macro-Governance aspects
Development program for • Inclusive policy making
weaker sections and
backward Areas • Gender Sensitivity

• Use of ICT for citizen interface

Technology and system
Improvement • Redesign of Delivery system for efficiency
gains

Financial Management and • Financial Management

Budget sanctity • Budgetary Process

• Regulatory burden
Investment Climate
• Quality of industrial infrastructure

Public service morale and • Quality of civil service

anticorruption • Anti-corruption

Accountability and
• Transparency and citizen-access
Transparency
 Social Accountability
An approach towards building accountability that relies on civic
engagement, i.e., in which it is ordinary citizens and/or civil
society organizations who participate directly or indirectly in
exacting accountability

Community Scorecards - AP, People’s planning, Kerala

Maharashtra Policy/Budget
Citizen Report Cards, Formulation
Bangalore

Performance Civic Policy/Budget

Monitoring Engagement Analysis

Policy/Budget
Expenditure Budget Analysis/
Social Audits, Tracking Review, Gujarat,
Rajasthan People’s Bangalore
Estimate, AP
 Grievance Redressal
 Grievance redress mechanisms (GRMs) are institutions, instruments,
methods, and processes by which a resolution to a grievance is
sought and provided
 Integral to good governance – indicates responsiveness to citizens

 Grievance redress mechanisms

□ DAR&PG – nodal department for redress of grievances

□ Centralized grievance redress management system (CGRMS)

□ Ombudsman

 For local government grievances in Kerala

 For NREGS grievances

 Central and State Information Commissions for RTI

□ Departmental grievance redress systems

□ Online grievance systems at state, department, municipality and

district levels
 E Governance
Transformation of government to provide efficient,
convenient & transparent services to the citizens &
businesses through information & communication
technologies

Easy to access
single point
single point Increased
Increased efficiency
Higher penetration due to connectivity
efficiency due to
delivery of
delivery of public
public due to
due to automation
automation connectivity
services to citizens
citizens

Reduction
Reductioninincost
cost
Increased
Increased of
accountability ofdelivery
deliveryofof
accountability services
services

Higher availability
availability Reduced
Increased of public
of public domain
domain
transparency C orruption
Corruption
information
Good Governance initiatives – Andhra Pradesh
 Andhra Pradesh – pioneers in adoption of good
governance principles
 Four pronged strategy for Good Governance

Structural Citizen Centric Systemic Improving

Mechanisms Reform Initiatives Improvements Service Delivery

• Governance, • Citizens’ Charters • Public Finance • E-Governance &

Public • Redressal of Management IT Initiatives
Management & Public •Human •Process Re-
Administrative Grievances Resource engineering
Reforms Wing Management
• Civil Society •Online
•Strategy and Empowerment •Procurement grievance
Performance Initiatives and other redress
Innovation Units Reforms
• Right to
•Centre for Information Act
Good
• Anti-corruption
Governance
Good Governance –Implication for Indian civil servants

Need to
Administrativ update
Accountabilit e Reforms Public existing
Technologica Attitudina
y and – - skills
l l
Transparency Additional Partnership
Privat and
responsibilities Advancement changes acquire
e
s new
skills
 INNER TRANSFORMATION
FOR GOOD GOVERNANCE
At the opening of the 21 st Century, India is often described as a
living paradox. On the one hand, we have the distinction of
emerging as the world’s superpower in IT and Service. On the other
hand, we find vast populations reeling under the misery caused by
poor governance. If India has to fulfil her destiny, she will need to
transform herself quickly in many dimensions and at many levels:
social, cultural, educational, rural, infrastructure, etc.
Good Governance showing measurable impacts can play a vital role
in this process. To bring about the deeper changes required for India
to rise to her next level of evolution, we need to unfold a new
capacity for individual and collective leadership. Governance, based
on inspired leadership, will allow people across institutions and
social levels to sense, seize and actualize their highest potential.
 INNER TRANSFORMATION
FOR GOOD GOVERNANCE
The equation of India’s Transformation (IT) through Good
Governance can be summarized in the form given below:
India’s Transformation (IT) will be a function of three other
ITs:
 Information Technology;

 Inspired Training; and

 Inner Transformation.
 …contd.

The equation of India’s Transformation (IT) through Good

Governance can be summarized in the form given below:-
IT = IT + IT + IT
 Information Technology
 Inspired Training and
 Inner Transformation
 Key Indicators of Governance

Voice and accountability

Political stability and absence of violence
Government effectiveness
Rule of law
Control of corruption
Commitment to excellence
Responsiveness
 …contd.
Reliability and trustworthiness
Creative problem solving ability
Timeliness
Tolerance for pressure
Service recovery mind-set
The Fire Triangle
 The Fire Triangle

Three things must be present at the same time in order to

produce fire:
Enough oxygen to sustain combustion
Enough heat to raise the material to its ignition
temperature
Some sort of fuel or combustible material

60
Take a look at the following diagram, called the "Fire Triangle”

Fire
61
Oxygen, heat and fuel are frequently referred to as the
“fire triangle”.
The important thing to remember is: take any of these
three things away, and you will not have a fire.

62
There is a great similarity between fire and corruption. In
order to start a fire you need :
Combustible material
Oxygen
Spark
These three sides of a triangle, in case of corruption are
represented by Availability (Combustible material),
Opportunity (Oxygen) and Temptation (Spark).

63
Corruption Triangle

Corruption

Availability (Fuel)

64
 Availability

 Availability stands for projects funding, various choices

and decision making authority.
 These things will always be there because that is the job
of a person vested with the power.
 One after another, projects will stream in for decision - it
is like goldsmith having gold in his shop.

65
 Opportunity

 Opportunity is like weak systems and procedures, loose

time frames where manipulation is possible.
 It gives rise to tempted persons’ ability to bend the rules
to tweak the results.
 Pinpointing responsibility becomes difficult.
66
 Temptation

Temptation is like spark, which starts the fire. If a person is

having strong ethical upbringing then the presence of 2
points mentioned above will still not tweak the rules and he
will be fair in dealings. But you cannot solely depend upon
that. We can continue to educate them pros and cons of
67

deviating, support ethical behavior and severely act against

defaulters.
In order to reduce corruption four pronged attack is
constantly needed.
1. Improve the systems by reducing discretion
2. use of technology and introducing transparency
3. training and educating
4. walk the talk by higher ups.

68
As is evident from the above diagram, almost all the road
blocks to Good Governance and good leadership can be
dissolved if more and more government officials learn to
operate from the space of unbounded Creative Intelligence
which is our own Real Self.
KSA: The Three-way Process
to Complete Learning
 Importance of Values
+V

HIGH VALUES HIGH VALUES

LOW SKILL HIGH SKILL
(CAN IMPROVE) (THE BEST)

-S +S

LOW VALUE LOW VALUE

LOW SKILL HIGH SKILL
(DO NOT MATTER (THE WORST)
MUCH)

-V
 Commonly shared ‘Values and Standards’
required at work place

Trustworthiness - Honesty, integrity, reliability and loyalty

Responsibility - Accountability, pursuit of excellence, and self

Restraint

Fairness - Open and un-biased process, impartiality and equity

Respect - Civility, courtesy, decency, tolerance and

compassion

Rules of Conduct - Especially those regarding financial gains,

use of resources, transparency, accountability and fair process.
CAP Model
Creative:
Creativity is that mental activity which
produces new ideas, or new insights.

Accountable:
You play a part in every situation in your life.
What you are today is a result of your choices.
This is Accountability. It is taking charge. Not
blaming others, not blaming circumstances.

Positive:
Positive Thinking is thinking which expands
one’s own and the other person’s sense of
well-being, energy, joy, strength, satisfaction,
creativity and achievement of results.
 Improving the Six Quotients

According to psychologists, there are six types of Quotients.

Efforts should be made to incorporate these suitably in the
vision for the organization.
1) Intelligence Quotient (IQ)
2) Emotional Quotient (EQ)
3) Physical Quotient (PQ)
4) Spiritual Quotient (SQ)
5) Social Quotient (SQ)
6) Adversity Quotient (AQ)
 …contd.
1. Intelligence Quotient (IQ): this is the measure of your
comprehension ability", solve maths; memorize things and
recall subject matters.
2. Emotional Quotient (EQ): this is the measure of your
ability to maintain peace with others; keep to time; be
responsible; be honest; respect boundaries; be humble,
genuine and considerate.
3. Physical Quotient (PQ): Maintaining good health and
physique.
4. Spiritual Quotient (SQ): Moving inwards spiritually, be
compassionate, helpful, grateful to others.
 …contd.
5. Social Quotient (SQ):
This is the measure of your ability to build a network of friends
and maintain it over a long period of time.
People that have higher EQ and SQ tend to go farther in life
than those with high IQ but low EQ and SQ. Most schools
capitalize in improving IQ level while EQ and SQ are played
down.
A man of high IQ can end up being employed by a man of high
EQ and SQ even though he has an average IQ.
Your EQ represents your character; your SQ represents your
charisma. Give in to habits that will improve these three Qs but
more especially your EQ and SQ.
EQ and SQ make one manage better than the other.
Pls don't teach subordinates only to have higher IQ , but also to
have higher EQ and SQ.
 …contd.
6. The Adversity Quotient (AQ):
The measure of your ability to go through a rough patch in life
and come out without losing your mind.
AQ determines who will give up in face of troubles and may
abandon their families.
In the current context of Corona, many professionally successful
people are going thru bouts of Depression. Because they haven't
seen and thus are unprepared for Adversity.
To parents:
Expose children to other areas of life than academic. They
should adore manual work, sport and art .
Develop their EQ, SQ and AQ. They should become multifaceted
human beings able to do things independently of the parents.
Finally, do not prepare the road for the children. Prepare the
children for the road.
Thank you