CIC’s Appeal System Shows Why Govt’s ‘Digital Initiatives’ Fail

The Central Information Commission going digital looks like a façade than a step to simplify the process.

The Central Information Commission (CIC), which is the adjudicatory authority for appeals and complaints under the Right to Information (RTI) Act, launched its new web portal recently. A new online appeal and complaint system was also launched simultaneously with much pomp and show. The online system is supposed to simplify the process of filing appeals and complaints to the CIC.

But as the experience of this author shows, the less said the better about the new system. It is like new wine in old bottle. Nothing seems to have changed for the citizen.

Appeal and Complaint to the CIC

As per Section 18 and 19 of the RTI act, a citizen can file a complaint or an appeal with/to the CIC when he/she has either not received any information to the RTI request or is not satisfied with the response. The appeal or complaint has to be filed in accordance with the rules notified in 2012. In general, an appeal to the CIC should be accompanied by the following documents:

• A copy of the application submitted to the Central Public Information Officer.
• A copy of the reply received, if any, from the Central Public Information Officer.
• A copy of the appeal made to the First Appellate Authority.
• A copy of the order received, if any, from the First Appellate Authority.
• Copies of other documents relied upon by the appellant and referred to in his appeal.
• An index of the documents referred to in the appeal.

All these documents are relevant for a physical appeal. According to the CIC, to simplify this process, the CIC had introduced the online appeal and complaint process. It also has to be noted that an application under RTI to most Central government departments can be filed via the RTI online portal of the Government of India, which is being extensively used by citizens. In fact, the number of RTI applications filed through this portal has increased to 24 percent in 2015-16 from 11 percent in 2013-14. For applications filed using this portal, a physical copy of the application or an appeal do not exist.

'Online' – Only in the Name?

One of the fundamental flaws with the new system is that it is not connected to RTI online. It prompts the user to enter a RTI registration number. But when it is entered, it throws a message saying the number is not found. This author tried with at least 10 valid RTI application registration numbers from the RTI online portal and the result was the same for all of them.

For example, an application under RTI was filed online with the Central Electricity Authority in April 2017 with the registration number ‘CEATY/R/2017/50043’.

This registration number was not found on the online appeal application of the CIC. Same was the fate of at least 10 other registration numbers.

For an Online Application, Now Generate PDF Copies of All Documents

When the RTI application itself was filed online, there is nothing like a physical copy with the applicant. But still the online appeal application prompts the citizen to compulsorily upload the PDF documents of the application, response and the first appeal.

One wonders if this is what CIC meant by going digital.

This author took pain to convert his online application into PDF and uploaded all the required documents. The online appeal application also asks for an ID proof to ensure that no impersonation takes place.

After going through all that is explained above, this author was elated reading these instructions once again, that no hard copy is required after the online appeal is submitted. But that elation was short-lived.

'Why Didn't You Submit Signed Copies?'

But looks like some employees in the CIC were unaware of these instructions. A few days after such appeals were filed online, the author started receiving letters from the CIC.

The letter reads that there are deficiencies in the online application and certain documents were not enclosed and others were not duly signed. Please remember that the application does not allow a person to submit the appeal unless the relevant documents are uploaded. One wonders where did all the uploaded documents vanish.

Digital CIC a Façade?

The entire process was just frustrating. One wonders how could the CIC ignore and overlook such basic issues when the online application was launched. Going digital looks like a façade than a step to simplify the process.

And as an afterthought, the CIC realised a few months after the application was launched that a signed copy should not be insisted upon. It issued a circular in April 2017 to this effect.

The online appeal application of the CIC is a perfect example of why digital initiatives of governments fail. Looks like common sense is not so common after all.

(This article was published in an arrangement with Factly)

Tune in to Quint Live on Facebook & YouTube - Khabar, Sports, Bollywood – Strictly Live!