Chief Secretary Atal Dulloo recently held a meeting to evaluate the effectiveness of the Department of Public Grievances (DoPG) in resolving citizen issues through the ‘JK Samadhan’ and CPGRAMS portals. The meeting included Administrative Secretaries, senior department officials, and Deputy Commissioners who joined virtually.
Enhancing Grievance Redressal
During the meeting, the Chief Secretary reviewed ongoing upgrades to the JK Samadhan portal, aiming for improved user-friendliness and efficiency. A detailed district-wise and department-wise performance audit was conducted to assess grievance disposal timelines and effectiveness.
Dulloo stressed the importance of public engagement, noting that with approximately 21 lakh households in Jammu and Kashmir, there’s significant potential to increase citizen registrations to nearly 20 lakh. He directed the DoPG to enhance the portal’s dashboard to provide more insightful and analytical data, including real-time grievance flow, response times at each administrative level, and citizen feedback on resolved issues.
Administrative Secretaries and Deputy Commissioners offered suggestions to improve the system’s impact and navigation. The Chief Secretary instructed the DoPG to incorporate these inputs into the next version of the portal before the subsequent review.
Niraj Kumar, Secretary of DoPG, reported that 13,73,252 citizens have registered on JK Samadhan, submitting 77,810 grievances, with 62,370 already resolved. For the CPGRAMS platform, 9,022 grievances were registered, with 5,628 resolved and 3,394 currently being processed.
Streamlining Public Services Guarantee Act Implementation
In a separate meeting, the Chief Secretary reviewed the implementation of the J&K Public Services Guarantee Act (PSGA). He called for the creation of a dedicated portal to monitor time-series data of service requests submitted under the Act. This portal, he emphasized, should offer detailed insights into application processing times by officers to identify habitual delays and ensure greater accountability.
The Chief Secretary directed the General Administration Department (GAD) to establish a dedicated cell for the planning, development, and monitoring of this new portal. He also mandated that the PSGA portal be seamlessly integrated with the existing Single Window System (SWS) within a strict two-month timeline.
M. Raju, Commissioner Secretary of GAD, provided an update on the current status of PSGA-covered services and proposed measures to strengthen its implementation. He highlighted the necessity of making service delivery outcome-driven and citizen-centric, aligning with the Act’s objectives.
