As a part of good governance practice than can be replicated across the country, Rajasthan Chief Secretary V Srinivas logged on to the hi-tech public grievance portal – Rajasthan Sampark – resolving public complaints on the spot.
Srinivas, who has made it mandatory for senior level secretaries to attend live complaints on Sampark portal – set an example by connecting with public through video call.
“This initiative has enabled higher satisfaction levels and led to reduction in timelines for grievance redressal and a significant increase public participation,” said Srinivas who piloted this initiative after taking over as Rajasthan Chief Secretary in November 2025.
The Next Gen Rajasthan Sampark uses advanced AI tools to handle big data, to identify category wise grievances.
“I heard citizen grievances by video calls today for several departments, and the experience was enriching. Further the citizens were confident to interact with the chief secretary and reposed higher trust in government's commitment for grievance redressal. A strong team of district level public service officials also participated in the interaction,” Srinivas wrote on LinkedIn.
Model for national replication
The real‑time video interactions allow senior administrators to assess both the substance of grievances and the efficiency of the redressal process. By shortening feedback loops and enabling direct accountability, the approach aims not only to resolve individual cases faster but also to surface recurring bottlenecks that need policy or administrative fixes.
Policy experts and governance practitioners say the Rajasthan model could be replicated nationally. Daily video engagements by senior officials can strengthen responsiveness in public-facing departments, improve citizens' trust in government processes and provide a scalable channel for monitoring time‑bound compliance.
Next‑gen public interface
Srinivas said efforts are underway to develop Rajasthan Sampark into a ‘Next‑Gen Public Interface' by leveraging technology to make dialogue between citizens and the administration more effective.
“This helps the administration understand the real difficulties people face and ensures prompt, high‑quality solutions,” he said.
Alok Mathur is a law graduate. Journalism is his first love which he now pursues in the latter half of his career. Controversies and crime are the right triggers for him.
