Attachments seeking documentary proof to be eliminated
Grievance redressal system to be reviewed, App to be developed
Sanjeev Pargal
JAMMU, Dec 13: The Jammu and Kashmir Government proposed to set up JK Portal which will act as one-stop-shop accessing all digital services by the citizens and businesses and develop citizen-friendly Digital Service Quality App to enable people to register their grievances relating to any department with ease and know their status from time to time.
“JK Portal will be designed, developed and established as a one-stop-shop for accessing all the digital services by the citizens and businesses,” an official document said.
The portal would be developed using open-sources components. The services would also be organized along with relevant life-cycle events within each stakeholder category. A single-sign-on (SSO) facility would be provided to the users, the document stated.
It said the portal would be designed to deliver services on a self-service mode or through the network of Citizen Service Centres. The architecture would support API-based integration for ease of onboarding of the digital services provided by the multiple departments.
“Very high levels of SLAs will be prescribed for the onboarding of services, uptime, response time, security and privacy. GIGW guidelines notified by the Government of India shall be followed in the design of portal and its services to ensure/enhance accessibility and usability,” it added.
It further said that Digital Service Standards (DSS) notified by the Government of India shall be adopted for assessing existing and new services to conform to highest level of maturity of the digital services.
As a part of Government Transformation Process, the Government proposed that attachments that seek documentary proof would be eliminated or their number minimized.
Automation online validation would be made the preferred choice to authenticate any information collected in the form in lieu of submission of attachments or scanned copies of physical papers.
“A similar approach of Elimination, Simplification, Integration and Automation would be adopted in respect of all related workflows and processes,” as per the document.
It said an inter-departmental committee would be formed for Government Process Re-engineering (GPR) and standardization of forms. The Panel will have mandate to accomplish the tasks assigned to it.
The number of levels of scrutiny would be reduced, through appropriate delegation of powers to the field level officials. Departments and Services would be prioritized depending upon the number of transactions and existing complexity of the processes to that entire exercise of GPR would progress to generate the maximum impact in the shortest possible time.
“A policy would be formulated whereby any certificates or other similar documents issued by one Department must not be sought by other Department if it is issued electronically and verifiable universally. The Digi Locker System of the Government of India will be implemented for all certificates. The Departments would become both issuer and requester related to certificated and their verification,” the document said, adding the citizens would be encouraged to use Digi Locker facility as a hassle-free way of storing their certificates.
The steps, the Government felt would ensure deriving the full benefits of next generation systems and would enhance citizen satisfaction. This would further lead to enhanced efficiency and effectiveness in the delivery of public services.
The Government proposed to constitute an inter-department committee to review existing systems for grievance redressal in major public-facing department and to make appropriate recommendations to improve their uniformity across departments, responsiveness, and compliance to timelines for effective redressal of grievances to the satisfaction of citizens.
“A citizen-friendly Digital Service Quality App will be launched to enable \citizens to register their grievances related to any department with ease and to know the status from time to time. This will be the single touchpoint for the citizens who want their grievances redressed. The App would also enable the departments to seek feedback on the quality of any digital service available by the citizens. This would enable the departments to continuously improve quality of their services,” the document revealed.
It said a UT-level digital dashboard will be established to monitor and review progress in disposal of grievances by the departments at multiple levels, like UT, district and sub district.
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