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Jaankari call centre empowers citizens to claim information from government officials through the provision of telephone facilities. The citizens’ requests are formulated by call centre operators and sent to Public Information Officers (PIO) for response within 35 days. In absence of a response, a first appeal and if further delay, a second appeal can be filed by the applicant.
The programme has enabled citizens to file requests from the most remote and underdeveloped parts of the state. No physical movement is required by the applicant, thus saving time on travel and money. In addition, due to no direct communication, citizens are free from hostility from interactions with public officials. The transfer of applications to PIOs has been streamlined through the use of email. In sum, Jaankari has increased accessibility of information to citizens and hence, enhanced accountability of the government to the citizens.