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SOP-Auto Appeal under ORTPSA 2012 | General Administration & PG Department, Odisha

STANDARD OPERATING PROCEDURE (SOP) ON AUTO-APPEAL SYSTEM

General Administration & Public Grievance Department, Government of Odisha – No. GAD-AR-ORPJ-0002-2026/26168/AR Dated 17.08.2026

Notification No. GAD-AR-ORPJ-0002-2026/26168/AR

Issuing Authority GA & PG Department, Govt. of Odisha

Issued By Suresh Kumar Vashishth, IAS (Principal Secretary)

Applicable Act ORTPS Act, 2012

Workflow Steps

10 Steps

From application to auto-revision

Appeal Timeline

30 Days

For Appellate Authority disposal

Escalation Mechanism

Auto-Appeal / Auto-Revision

System-driven without citizen intervention

Key Provisions of the SOP on Auto-Appeal System

Background: The Auto-Appeal System is designed to automatically escalate an application to the Appellate Authority when the Designated Officer fails to dispose of the application within the prescribed time limit under the ORTPS Act, 2012. Similarly, if the appeal is not disposed of within 30 days, the system escalates it to the Revisional Authority.
Objectives: To ensure time-bound delivery of public services, automatically identify pending applications, trigger Auto-Appeal without citizen intervention, enable digital processing of appeals and revisions, and strengthen system-led accountability.
Scope: Applicable to all concerned Departments and notified public services covered under the ORTPS Act, 2012, which have been integrated with the Auto-Appeal System.
Service Timelines: Prescribed time limits for each notified service shall be configured and hardcoded in the system. The system shall automatically calculate the Due Date, excluding Government holidays.
Workflow - Step 1 to 3: Citizen submits application → Designated Officer processes → System monitors against Due Date.
Workflow - Step 4 to 6: Auto-Appeal triggered → e-Appeal registered → Notifications sent to Applicant, DO and Appellate Authority.
Workflow - Step 7 to 10: Auto-Revision triggered if appeal not disposed within 30 days → e-Revision registered → Notifications sent → Revision Authority examines records.
Action by Appellate Authority: Review case through dashboard, schedule hearings, record proceedings digitally, pass reasoned orders within prescribed period. During pendency of Auto-Appeal, Designated Officer's access to the application is disabled.
Action by Revisional Authority: Examine complete case record, provide reasonable opportunity of hearing, pass reasoned orders, impose penalties on erring officials if warranted.
Citizen-Initiated e-Appeal/e-Revision: System also provides for citizen-initiated appeals where application is rejected. These cases are distinctly identified in the dashboard.
Roles and Responsibilities: Defined for System Integrator Agencies, Concerned Departments, Designated Officer, Appellate Authority, Revisional Authority, and CMGI.
Penalty and Recovery: System facilitates recording of penalty orders and integration with HRMS and treasury systems for recovery. HRMS IDs of all officers shall be captured.
Digital Record Management: Every case maintained electronically with acknowledgement number, dates, application status, officer details, notifications, hearing records, orders, and compliance status.
Monitoring: Centralized dashboard with real-time visibility of pending applications, Auto-Appeals, Auto-Revisions, and disposal status.
Data Requirements: Mandatory fields include applicant mobile number, acknowledgement number, HRMS IDs of all officers, application date, Due Date, status, and action logs.
E-Appeal vs Auto-Appeal: E-Appeal is applicant-initiated when service is denied/rejected; Auto-Appeal is system-initiated when Designated Officer fails to act at all.
E-Revision vs Auto-Revision: E-Revision is applicant-initiated when aggrieved by Appellate Authority's order; Auto-Revision is system-initiated when Appellate Authority fails to dispose of the appeal within 30 days.

Important Points to Note

Auto-Appeal System: A technology-enabled mechanism that automatically escalates delayed service applications to the Appellate Authority without requiring any action from the citizen.
Auto-Revision: If the Appellate Authority fails to dispose of the appeal within 30 days, the system automatically escalates the case to the Revisional Authority.
Key Distinction: Auto-Appeal (system-initiated due to inaction) vs. E-Appeal (citizen-initiated when service is rejected/denied).
Disablement of DO Access: Once an Auto-Appeal is triggered, the Designated Officer's access to the application is disabled until the appeal is disposed of.
Digital Hearings: Hearings shall be conducted digitally with proceedings recorded in the system, including attendance of the Applicant and Designated Officer.
Timeline: Appellate Authority must dispose of Auto-Appeal within the prescribed statutory period; Revisional Authority must dispose of Auto-Revision within the prescribed period.
Penalty Mechanism: The system facilitates recording of penalty orders and integration with HRMS and treasury systems for recovery from erring officials.
HRMS Integration: HRMS IDs of Designated Officer, Appellate Authority, and Revisional Authority shall be captured and maintained in the system.
Communication Channels: All notifications shall be sent through SMS, WhatsApp, and e-mail to all concerned parties.
Monitoring Dashboard: A centralized dashboard provides real-time visibility of pending applications, Auto-Appeals, Auto-Revisions, and disposal status across Departments.
Future Integration: The Auto-Appeal System shall be integrated with the Central Monitoring System (CMS) for comprehensive oversight across Departments.

Workflow of the Auto-Appeal System – 10 Steps

Step 1 – Submission of Application: Citizen submits application through designated online service delivery portal. System generates unique Acknowledgement Number.
Step 2 – Processing by Designated Officer: Application made available to DO for processing and disposal within prescribed timeline.
Step 3 – Monitoring of Due Date: System continuously monitors each application against its calculated Due Date.
Step 4 – Auto-Appeal Trigger: If application remains pending after expiry of timeline, system marks as "Pending Beyond Timeline" and triggers Auto-Appeal.
Step 5 – Automatic Registration of e-Appeal: System automatically registers the case as e-Appeal and generates unique Appeal Case ID; routed to Appellate Authority's dashboard.
Step 6 – Automatic Notification: Notifications sent to Applicant, Designated Officer, and Appellate Authority via SMS, WhatsApp, and e-mail.
Step 7 – Auto-Revision Trigger: If Appellate Authority fails to dispose of Auto-Appeal within 30 days, system triggers Auto-Revision.
Step 8 – Automatic Registration of e-Revision: System registers the case as e-Revision with unique Revision Case ID; escalated to Revisional Authority's dashboard.
Step 9 – Automatic Notification of Auto-Revision: Notifications sent to Applicant, Designated Officer, Appellate Authority, and Revisional Authority.
Step 10 – Examination by Revisional Authority: Revisional Authority examines electronic records and system logs, provides reasonable opportunity of hearing, and passes appropriate orders.

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Frequently Asked Questions

What is the Auto-Appeal System under ORTPSA 2012?

The Auto-Appeal System is a technology-enabled mechanism that automatically escalates an application to the Appellate Authority when the Designated Officer fails to dispose of it within the prescribed time limit under the Odisha Right to Public Services Act, 2012. If the appeal is not disposed within 30 days, it is further escalated to the Revisional Authority.

When does an Auto-Appeal get triggered?

An Auto-Appeal is automatically triggered when the Designated Officer fails to dispose of an application and deliver the notified service within the prescribed time limit. The system identifies such applications as "Pending Beyond Timeline" and automatically escalates them to the Appellate Authority.

What is the difference between Auto-Appeal and E-Appeal?

Auto-Appeal is system-initiated and triggered when the Designated Officer fails to act at all within the prescribed timeframe (deemed deficiency). E-Appeal is applicant-initiated and filed when the Designated Officer actively denies or rejects the service within the prescribed timeframe, and the applicant chooses to contest that rejection.

What happens when the Appellate Authority fails to dispose of the Auto-Appeal within 30 days?

If the Appellate Authority fails to dispose of the Auto-Appeal within 30 days, the system automatically triggers an Auto-Revision. The case is electronically escalated to the Revisional Authority, and notifications are sent to all concerned parties.

What is the role of the Designated Officer during pendency of Auto-Appeal?

Once an application is escalated to the Appellate Authority through Auto-Appeal, the Designated Officer shall not take any further action to finalize, process, or dispose of the said application until the Auto-Appeal is finally disposed of. The system disables the Designated Officer's access to the application during this period.

What data is mandatory for the Auto-Appeal System to function?

Mandatory data includes: Applicant's mobile number, unique Acknowledgement Number, HRMS ID of Designated Officer, HRMS ID of Appellate Authority, HRMS ID of Revisional Authority, application submission date and time, Due Date, current status, and details of all actions and communications.

How are penalty orders processed under this system?

The system facilitates recording and processing of penalty orders and integrates with HRMS and treasury systems for recovery. The HRMS ID of the concerned officer is captured, and copies of penalty orders are digitally transmitted to the Drawing and Disbursing Officer (DDO) for recovery action.

What communication channels are used for notifications?

All system-generated communications are delivered through integrated digital channels including SMS, WhatsApp, and e-mail to the Applicant, Designated Officer, Appellate Authority, and Revisional Authority, as applicable.

What is the role of CMGI in the Auto-Appeal System?

CMGI (Centre for Modernizing Government Initiative) shall facilitate the development and integration of the Auto-Appeal and Auto-Revision modules with the Ama Saathi Unified WhatsApp Bot, enabling real-time alerts, case tracking, and end-to-end processing support for Appellate and Revisional Authorities.

Will the Auto-Appeal System be integrated with other systems in the future?

Yes. The Auto-Appeal System shall, in due course, be integrated with the Central Monitoring System (CMS) to enable comprehensive monitoring, analytics, and centralized oversight of service delivery, appeals, and revisions across all Departments.