SAKALA -"No More Delays -We Deliver on Time" 

Name of Initiative and State
SAKALA -"No More Delays -We Deliver on Time" 


Initiative Champion
Department of Personnel & Administrative Reforms, Govt. of Karnataka 


Initiative in brief 

The Government of Karnataka has taken the initiative for the enactment and implementation of the "Karnataka Guarantee of Services Act, 2011," (now called the Karnataka Sakala Services Act). Sakala Act comprises of 375 services in its ambit, applicable to the entire State of Karnataka covering over 33 Departments and Sub- Departments. It has the highest number of services being rendered in the country. Over 3.19 crore citizens have availed the services with a near 98 per cent on time delivery, in a span of 15 months. 



  • Pro-active engagement of citizens 
  • Ownership by Government Employees: Extensive discussions and deliberations were held with government functionaries and their associations to convince them about the benefits of implementing this Act & improving their own "brand image" 
  • Performance Agreements: Bottom-up planning for choosing the services and preparing workflow charts to map the time taken by each government servant for processing various steps in providing the service ensured so that the administrative system is geared up to deliver much before the stipulated time 
  • Upgrading Capacity and Infrastructure: A detailed training plan was drawn with the help of Administrative Training Institute (ATI), Mysore to train 16,000 designated officials about the roles and responsibilities devolved by the Act as well as the rules and regulations prescribed under the new dispensation. This is envisaged as an ongoing process 
  • Transforming work-culture: E-Governance is a catalyst in the implementation. The provides a seamless interface between the citizen and the government officials to (i) Receive (ii) Process (iii) Deliver (iv) Monitor the services as per a pre-designed format. 
  • Management by Objectives: Effective monitoring is the key to successful implementation of this project. A dedicated mission team is formed to monitor and track the program progress. Besides, the alerts on pendency, defaults etc. are all automated, thus focussing on the areas of concern. 
  • Multi-pronged Communication Strategy: Over 1,620 street plays were enacted at peoples' door steps. Interaction with consumer forums, resident welfare associations, student community as well as women self-help groups and other NGO's were carried out to spread the awareness about the Act. 



  • Improvement in delivery time of services
  • Better beneficiary/ citizens' feedback
  • Improvement in measurable indicators


Knowledge Resources

Presentation on "Sakala- No more delays, we deliver on time" Initiative

© 2016 Replication of PM Awarded Initiatives
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