ANANTNAG, APRIL 10: Deputy Commissioner (DC) Anantnag, Dr. Bilal Mohiud Din Bhat, Friday directed officers to ensure time-bound and quality redressal of public grievances received through the JK Samadhan and CPGRAMS portals, adding that prompt response by concerned officials is essential to enhance public service delivery.
He also called for the speedy disposal of offline grievances pertaining to various departments to clear pendency in the district. The public must get the benefits of responsible and accountable governance which focuses on expeditious and quality grievance redressal, he remarked.
The DC, as per an official statement, issued these directions while chairing a comprehensive review meeting of all departments at Dak Bungalow, Khanabal. Principal GMC Anantnag, ADC, GM DIC, SE PWD, ACR, CPO, SDMs, ACD, Executive Engineer R&B, Jal Shakti, PDD and I&FC, all district and sectoral officers attended the meeting.
On the occasion, the DC took a detailed review of the JK Samadhan and CPGRAMS grievances of each department and enquired about the status of their resolution. He was informed that out of 5418 grievances received on JK Samadhan and 5908 on CPGRAMS, 4934 (91.07 percent) and 5350 (84.90 percent) respectively have been resolved so far. Further, a total of 03 and 19 grievances in different departments are pending resolution above 28 and 60 days respectively.
Taking note of the grievances pending above 28 & 60 days, the DC directed the concerned departments to immediately resolve the same adding it should be a norm that no grievance remains unresolved beyond 28 days.
Regarding status of citizen registration on JK Samadhan, Dr. Bilal directed the departments to make efforts to push the figures to 100 percent from current 89 percent, in near future.
Asking officers to personally monitor the grievance redressal process on JK Samadhan and CPGRAMS Portals, the DC directed them to make proper analysis of grievances received with special focus on their nature and place of origin. The mapping of data will shift the approach of redressal from mechanical to organic one, helping departments to take corrective measures at administrative and grass root levels ab initio and avoid recurrent public concerns, he noted.
He further directed that a uniform format be devised to help the officers to analyse the grievances received and submit details regularly. Committees shall be constituted to test check the quality of grievance redressal and performance of departments will be rated as per the actual public satisfaction, he said.
Stating that quality grievance redressal shall no way act as an impediment, the DC enjoined upon the officers to minimise any delays, ensuring grievances do not become chronic and turn into complaints.
At conclusion, the DC announced that the district is working to launch a Digital Arzi Management System enabling him to keep track of the offline grievances forwarded to the concerned departments.
Further, a provision for the citizens to directly register grievances has been provided in the system, featuring a WhatsApp Chatbot that will interact with applicants in real time. To make the process smooth and seamless, proper training of the officials will be held soon, the DC said.
