Citizen centric administration James Joseph Former Deputy Collector Alappuzha Your Land matter consultant 9447464502

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PEOPLE FRIENDLY ADMINISTRATION.

• repeater

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Business Process.

• Industrial age.
• Information age.
• Social Age.
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What is your contribution.

• Experience.?
• Hardwork..?
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1. RESPONSIVENESS.

• It is about analysing and addressing the needs
  of the society..
• Interests of the society- -----Mediation----Rules/
  acts.
• Also there should be an extramile approach.
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2. Equity. Vs Equality

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3. PARTICIPATION.

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4. Efficiency. Best use of resources.

• modes of communication-visit to courts- higher
  offices- conferences-
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4. Efficiency Blocks.

• 1. No updated knowledge.
• 2. No enhanced skills.
• 3. Negative attitude.
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4. Areas of inefficiency.

• Work distribution.
• File flow.
• Hearing.
• Visits.
• Conferences.
• Events.
• Service delivery.
• Documentation.
• Maintenance of data.
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5. Accountability.

• Become answerable to the People.
• Become answerable to the to the Govt.
• Accepting responsibilities is part of
  accountability.
• Role of revenue officer as a leader and judge
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6.Transparency.

• Informed decisions.
• Informed implementation.
• Be cautious in processing a file because you are
  making a public document.
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7.Effectiveness.

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8.Reasoned decisions. Rule of law Predictability
of services

• Good Governance requires a fair predictable,
  stable legal frame work enforces impartially.
• Logical informed decisions.
• Speaking orders
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REPEATER.
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Service quality for GOOD GOVERNANCE.

• R-esponsiveness.
• E-quity
• P-articipation.
• E-fficiency.
• A-ccountability.
• T-ransparency.
• E-ffectiveness.
• R-easoned decisions.
• This will ensure reduced cost/time/complexity and
  better citizen experience.
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IMAGINATION.

• Imagine.
• Innovate
• Inspire
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IMAGINATION.

• Imagine.
• Innovate
• Inspire
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INNOVATION.

• Imagine.
• Innovate
• Inspire
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INNOVATION.

• Imagine.
• Innovate
• Inspire
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INNOVATION.

• Imagine.
• Innovate
• Inspire
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INNOVATION.

• Imagine.
• Innovate
• Inspire
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INNOVATION.

• Imagine.
• Innovate
• Inspire
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INSPIRATION.

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INSPIRATION.
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INNOVATION.

• Imagine.
• Innovate
• Inspire
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Hard work SMART WORK..

• gtgtgtgtgtSPEED WORK.
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Work SMART till your signature become your
autograph..

• Receipt of application at the cutting edge level.
• Process the application.Task Vs
  Process.preliminary verificalion/analysis/synthesi
  s.
• Smart note- Begin with the end in mind.
• Preparing smart drafts.
• Smart enquiry.
• Selecting Right mode of communication.email/sms/so
  cial media/Smart delegation
• Avoiding reminders. Applying interpersonal
  skills
• Ensuring time bounded service delivery.
• The extra mile approach.
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NOTE FILE PROCESSING

• Define the problem specifically.
• Suggest (Measurable/achievable)solutions.
• Select the best (Responsive and speedy) solution.
• Implementation of the solutions.
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SMART DRAFTING.

• Should have a good structure.
• Dont hide content of the references.
• Give all possible communication links.
• Use tabular form wherever necessary.
• 5. Should possess 7C
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Qualities of an employee - 1

1. Accountability.
2. Passion.
3. Responsibility.
4. Culturally Fit.
5. Positive.
6. Empathy.
7. Ambitious.
8. Confident.
9. Humble.
10. Reliable.

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Qualities of an employee-2

• 11. Self motivated.
• 12. Team player.
• 14. Hard working.
• 15. Proactive.
• 15. Marketable.
• 16. Detail oriented.
• 17. Autonomous.
• 18. Honest.
• 19. Active listener.
• 20. Leadership.

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Qualities of an employee-3

• 21. Punctual.
• 22. Welcome challenges.
• 23. Adaptable.
• 24. Taking initiative.
• 25. Energetic.
• 26. Welcome challenges.
• 27. Optimistic.
• 28. Ethics and values.
• 29. Updating.
• 30. Time management.

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Qualities of an employee-5

• 31. Priority.
• 32. Respect..
• 33. I-I-I.
• 34. Tech- savvy.
• 35. Goal setting.
• 36. Problem solver.
• 37. Interpersonal skills.
• 38. Intra personal skills.
• 39. Able to vary role.
• 40. Integrity. .

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Qualities of an employee-5

• 41. Responsive.
• 42. Action oriented
• 43. Intelligent .
• 44. 8D people.
• 45. Multitasking.
• 46. Sincere.
• 47. Extra mile.
• 48. No excuse people.
• 49. loyalty.

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Bring the change and LEAD

• Conferences..Efficiency-effectiveness- rule of
  law.
• File workshops..
• Strong Interpersonal relationship.
• Receipts for applications.
• Smart file processing./drafting
• Providing un interrupted services.
• Grow bigger than your excuses.
• SALE-
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Bring the change and LEAD

• 8. Right mode of communication.
• 9. Being task oriented rather than process
  oriented.
• 10. Receiving application at the cutting edge
  level offices.
• 11. Accepting responsibility.
• 12. Enabling citizen as the custodian of
  documents.
• 13. Technology.
• 14. SALE.
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Bring the change and LEAD

• 15. Delegation.
• 16. Value for money.
• 17. Multi tasking.
• 18. Assuring Value for money.
• 19. Fixing priorities.
• 20. Using Proforma/Partially printed forms.
• 21. Drafting in tabular forms.
• 22. Avoiding arguments.
• 23. Reaction Vs Rsponse.
• 24. Avoid repetition.
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Bring the change and LEAD

• 25. Use stick notes.
• 26. Go extra mile.
• 27. Keep your sock file in the clouds.
• 28. Keep updated data.
• 29. Pattayam GPS.
• 30. Pattayam/tax receipt/sketch.
• 31. Sub dividion sketch/order/receipt.
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TIME MANAGEMENT

• Success Effective utilization of TIME

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Introduction
What does bad time management do to you?
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Introduction

• Ineffective time management leads to last
  minute rushes, meetings which are chaotic and
  unnecessarily long, crises and panics. It leads
  to stress.
• Very few of us could claim we dont waste any
  of our time. And yet we rarely give enough time
  to the activities which could lead us to waste
  less of it.
• The skills we need to manage time are the same
  skills we need to manage ourselves the
  abilities to plan, delegate, organise, direct and
  control.
• By setting goals, eliminating time wasters and
  controlling our activities, we can have more
  time to spend on the activities which are
  important.

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Time wasters
One of the most important skills for successful
time management is that of dealing with
time-wasters.
Where has all the time gone???
Can you list some of the ones that you feel
impact you most and why?
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How to deal with Time-wasters
Meetings

• These can be the biggest waste of time due
  to poor meeting control, lack of clear outcomes
  and planning
• agree objectives the agenda
• fix time slots stick to them
• If someone isnt there or prepared - move on
  (they will learn to be prepared next time
• Lateness to meeting is just bad manners. By
  doing this you exhibit
• the meeting isnt important
• you dont mind wasting your colleagues time
• only genuinely dealing with a Customer should
  take priority
• Review your meetings
• at regular meetings ask the attendees if they
  have got value from the meeting, could it have
  been done better
• if you are an attendee - be honest

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TIME MANAGEMENT

1. Identify Time wasters.
2. Set daily goals with time.
3. Set priorities. 1/9995/25
4. Observe your day and reschedule.
5. Learn the art of delegation.
6. Do Multi tasking.
7. Dont multi task

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Activity quadrants
Urgent
Not Urgent
I
II

• Crisis
• Unscheduled client mtg
• Pressing problems
• Deadline-driven projects

• Preparation
• Prevention
• Planning
• Relationship building
• Empowerment

Effective Worker
Important
Reactive Worker
III
IV

• Interruptions,
• Some meetings
• Popularity actions
• Peer pressure

• Trivial activities
• Some phone calls
• Time wasters
• Escape activities
• Irrelevant mail
• Excessive TV

Not Important
Casual Worker
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Personal Effectiveness time management
Time management Matrix Exercise

• Instructions
• Categorize the activities into the four quadrants
  of the time management Matrix.
• What are the activities out of these that you do
  on a continual basis that fall in Quadrants 1,
  III, and IV and which ones fall in Quadrant II?
• Reflect on how you can increase your focus on the
  latter activities, and at the same time, focus on
  moving the activities that fall in Quadrants 1,
  III, and IV to Quadrant II.

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Each quadrant explained

• Effective People
• Stay out of Quadrants III IV because they are
  not important
• They shrink Quadrant I down to size by spending
  more time in Quadrant II
• People become in-efficient, when they focus only
  on I III and not on II
• People become non-performers, when they focus on
  III IV
• Working on Quadrant II is the heart of personal
  time management.
• Being high impact activities, when done regularly
  would make a tremendous difference in our lives
• Initially, the time for quadrant II activity must
  come from Quadrants III IV.

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Quadrant 1

• Being in Quadrant 1 brings
• Stress
• Burnout
• Crises management
• Firefighting
• Focus on the immediate

• Being in Quadrant 3 brings
• Short term focus
• Crises management
• Low value on goals
• Feeling of victimization / lack of control
• Shallow relationships

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Quadrants 3 4

• Cycling between Quadrants 3 4 brings
• Total irresponsibility
• High dependency on others for basics
• Short career path in the organization

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Quadrant 2

• Being in Quadrant 2 brings
• Vision
• Perspective
• Balance
• Discipline
• Control

The Seven Habits of Highly Effective People
Covey,1989
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Conquer procrastination

• Procrastination Putting off doing the things
  that you should be doing at this point!
• Solution
• List all tasks that you are currently putting off
  
• Remove two from the list by doing them now!
• Plan and set a schedule for dealing with the rest
  
• Reward when tasks are completed
• Punish when tasks are not completed on schedule

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Dealing with Indecision or Delay

• When faced with a task - decide to deal with it
  according to one of the following actions
• Do it
• Delegate it
• Dump it
• Deadline it
• Dissect it

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TIME MANAGEMENT

1. Urgent- Important.Do It.
2. Not Urgent- Important..Shedule
3. Urgent- Not important..delegate
4. Not Urgent not important delete.

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Be assertive about your time..

• Your colleagues will react positively if you
  explain you are working to a tight deadline
• Remember its not what you say, its the way you
  say it
• Learning to say NO can be difficult, most of
  the stressed people you see cant say it.
• Dont automatically accommodate those of us that
  ask for 5 mins, offer a slot in your diary.
• Ask yourself, am I the right person to be dealing
  with this, if not redirect them to someone else.
• As a Team Manager, you may need to do something
  that needs peace and quiet. Be realistic, if you
  sit at your desk, you wont get it done. Arrange
  for another Team Manager to team sit.

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Manage your manager

• Have you ever been given a vague instruction to
  do something by your manager?
• If you dont clarify what they want you to do,
  you may waste a lot of time not doing what they
  want, then having to redo it.
• In extreme cases present alternatives, I can get
  this done, but which of these others takes a
  lower priority
• Clarify - agree - prioritise

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Planning your time
Plan your day

• What have you in your diary, have you done the
  preparation work yet?
• Make a list of things to do.
• Is it urgent, critical? Is it important, does it
  give significant benefit to your team? It is
  easy to become focused on what is urgent, rather
  than what is important.
• Is there a specific time deadline?
• Put on your task list things that you can only
  realistically achieve that day. If you have 6
  hours of meetings, dont be overoptimistic about
  fitting in much else.
• List calls to make or e-mails separately.
• Leave space for things to be added. However bear
  in mind..
• urgent/important/deadline.

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STRESS MANAGEMENT
Plan your day

• Plan your day's work.  On entering your
  workplace, first plan out your work and then work
  out your plan, on a priority basis.  Important
  task should be finished in the morning and later
  in the afternoon routine kind of work could be
  attended to

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STRESS MANAGEMENT
Learn to say No.

• Learn to say NO at times.  When you are
  overburdened with more number of tasks to be
  performed, inform your higher-ups, your inability
  to accept the additional work because of other
  pressing problems.  If you accept just like that
  without saying anything, it is likely that you
  will have to cut a sorry figure when the work is
  not finished when they are expected

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STRESS MANAGEMENT
Learn to say No.

• Learn to say NO at times.  When you are
  overburdened with more number of tasks to be
  performed, inform your higher-ups, your inability
  to accept the additional work because of other
  pressing problems.  If you accept just like that
  without saying anything, it is likely that you
  will have to cut a sorry figure when the work is
  not finished when they are expected

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STRESS MANAGEMENT
Take small breaks.

• Take small break in between.  Take at least 5
  minutes of break after having worked for an hour
  or so at a stretch.  Just go out and see the
  nature, or watch plants and flowers in the
  garden, or drink some water and get back to your
  seat once again.  In addition, take few deep
  breaths 3 to 4 times a day which relieves your
  stress immediately.

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STRESS MANAGEMENT
Dont be workaholic..

•  Dont be a workaholic.  Give importance to your
  health by taking time to eat food, to go out for
  a walk and to sleep, etc., at appropriate
  timing.  Take some break in the office after
  having done work at a stretch for a long time. 
  Dont neglect your health which is more important
  than anything else. Unless your health is good,
  you cannot function effectively..

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STRESS MANAGEMENT
Dont be workaholic..

•  Dont be a workaholic.  Give importance to your
  health by taking time to eat food, to go out for
  a walk and to sleep, etc., at appropriate
  timing.  Take some break in the office after
  having done work at a stretch for a long time. 
  Dont neglect your health which is more important
  than anything else. Unless your health is good,
  you cannot function effectively..

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STRESS MANAGEMENT
Art of Delegation

• Delegate some portion of your work to others
  when you are supposed to perform many activities
  at a time.Delegation is the best method through
  which work can be shared with subordinates to
  perform.   The work so delegated should be
  supervised periodically.

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STRESS MANAGEMENT
Art of Delegation

• Delegate some portion of your work to others
  when you are supposed to perform many activities
  at a time.Delegation is the best method through
  which work can be shared with subordinates to
  perform.   The work so delegated should be
  supervised periodically.

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STRESS MANAGEMENT
Break the work into smaller ones.

• If you have a big task to be performed in the
  workplace don't get tensed.  Instead, break it
  into smaller ones and accomplish the task stage
  by stage..

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STRESS MANAGEMENT
Procrastination is the thief of Joy.

• Procrastination should be avoided.  Try to finish
  the task as and when it is required. 
  Postponement of work leads to lot of stress one
  day when the entire pending work is to be
  finished.
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STRESS MANAGEMENT
Procrastination is the thief of Joy.

• Procrastination should be avoided.  Try to finish
  the task as and when it is required. 
  Postponement of work leads to lot of stress one
  day when the entire pending work is to be
  finished.
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STRESS MANAGEMENT
Keep things organised.

• Keep things in an organised way.  Keep things
  at appropriate places instead of throwing papers
  and files haphazardly.  If you dont get what you
  what at a particular point of time, you will get
  stress.Keep your desk clean and neat before
  you leave office every day.  Dont flood your
  table with papers and files..

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STRESS MANAGEMENT
Keep things organised.

• Keep things in an organised way.  Keep things
  at appropriate places instead of throwing papers
  and files haphazardly.  If you dont get what you
  what at a particular point of time, you will get
  stress.Keep your desk clean and neat before
  you leave office every day.  Dont flood your
  table with papers and files.
• Finish all your days work before you go home in
  the evening, otherwise, when you come to office
  next day, you will get tensed by seeing
  unfinished work on the table..

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STRESS MANAGEMENT
Stay away from negativity.

• Dont under-estimate your caliber by thinking
  negatively, like I may not be able to finish
  this work, or I dont think it is possible for
  me to complete the task, etc.  Always, think
  positively, have faith in your ability and get
  courage and confidence to complete the task. 
  This positive way of thinking will go a long way
  in accomplishing the task quickly and
  efficiently..

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STRESS MANAGEMENT
Stay away from negativity.

• Dont under-estimate your caliber by thinking
  negatively, like I may not be able to finish
  this work, or I dont think it is possible for
  me to complete the task, etc.  Always, think
  positively, have faith in your ability and get
  courage and confidence to complete the task. 
  This positive way of thinking will go a long way
  in accomplishing the task quickly and
  efficiently..

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STRESS MANAGEMENT
Avoid over expectation.

• Dont expect anything from higher ups unless it
  is due for you for a long time.  First you
  deserve and then desire.  Dont expect anything
  for all the works that you have attended.  This
  habit will not only spoil your peace of mind but
  also create stress in the mind..

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STRESS MANAGEMENT
Avoid over expectation.

• Dont expect anything from higher ups unless it
  is due for you for a long time.  First you
  deserve and then desire.  Dont expect anything
  for all the works that you have attended.  This
  habit will not only spoil your peace of mind but
  also create stress in the mind..

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STRESS MANAGEMENT
Relax.

•  Take a break periodically.  Take break from
  work and go on holiday for sight-seeing or
  trekking, etc., just to rejuvenate your mind and
  body..

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STRESS MANAGEMENT
Relax.

•  Take a break periodically.  Take break from
  work and go on holiday for sight-seeing or
  trekking, etc., just to rejuvenate your mind and
  body.
• Listen to music if you are a music lover or
  enjoy good and meaningful songs in the radio or
  television just to divert your attention.  This
  diversion is important to bring down the stress
  when you are doing the same type of work
  continuously.Develop some good hobbies like
  reading interesting and valuable books,
  biographies of great people, achievements of
  eminent personalities, etc.  This habit will go a
  long way in boosting your morale to a great
  extent and to accept the challenges of the
  day..

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STRESS MANAGEMENT
Relax.

•  Take a break periodically.  Take break from
  work and go on holiday for sight-seeing or
  trekking, etc., just to rejuvenate your mind and
  body.
• Listen to music if you are a music lover or
  enjoy good and meaningful songs in the radio or
  television just to divert your attention.  This
  diversion is important to bring down the stress
  when you are doing the same type of work
  continuously.Develop some good hobbies like
  reading interesting and valuable books,
  biographies of great people, achievements of
  eminent personalities, etc.  This habit will go a
  long way in boosting your morale to a great
  extent and to accept the challenges of the
  day..

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STRESS MANAGEMENT
Social service.

• Do some kind of social service, which gives you
  more joy and happiness.  Remember that you will
  get more joy when you help others who are in
  need.  Help your colleagues in the office in
  whatever way it is possible for you.  Take some
  time off during evenings and visit some social
  service organisations which are doing good work
  for the society.  If you spare some time to help
  others, your stress level will soon come down.

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STRESS MANAGEMENT
Social service.

• Do some kind of social service, which gives you
  more joy and happiness.  Remember that you will
  get more joy when you help others who are in
  need.  Help your colleagues in the office in
  whatever way it is possible for you.  Take some
  time off during evenings and visit some social
  service organisations which are doing good work
  for the society.  If you spare some time to help
  others, your stress level will soon come down.

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STRESS MANAGEMENT
Dont Worry..

• As a last word, Dont worry about your problems
  every problem will have a solution. Find out the
  suitable solution and lead a life happily.
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Thank you.

• James Joseph Adhikaram.
• Kottayam
• Mob 9447464502