Excelsior Correspondent
JAMMU, Dec 5: The Government today accorded sanction to the establishment of “Chief Minister’s Public Services and Outreach Office” under Chief Minister’s Secretariat for ensuring efficient grievance redressal and timely public service delivery through citizen engagement.
As per the order issued by the General Administration Department, the office shall initially comprise of two wings at the Central level, each headed by an officer of the rank of Special Secretary/Additional Secretary to the Government.
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The Grievance Redressal Wing (Raabita) to facilitate prompt grievance resolution and service delivery besides oversee the performance of regional and district offices in grievance handling. Moreover, Public Outreach and Evaluation-cum-Feedback Wing to engage with citizens through outreach programmes across all administrative levels, PSGA monitoring, feedback collection on governance and service delivery, besides evaluation of Government initiatives and recommend improvements.
The office shall involve an integrated online grievance portal for registration, tracking and resolution of grievances besides escalating unresolved matters to the higher authorities for prompt resolution. The Information Technology Department will incorporate a window for handling the online grievances of Raabita on the existing Samadhan Portal and the process in this regard will be completed within 15 days.
Further, the office will actively collect feedback/suggestions from the citizens through online/offline platforms and improvement thereof and adopt a hybrid communication approach utilizing both online platforms (portals, social media and helpline) and offline methods (public interaction, district level meetings) to ensure accessibility and responsive governance.
The staff and other modalities for the office will be finalized by the Chief Minister’s Secretariat.
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