Rajasthan chief secretary V Srinivas has made it loud and clear that redressal of public grievance is top on agenda of governance.
He directed officers to take every complaint related to the public seriously and resolve it quickly. For him resolution of public grievance is so important that he announced to celebrate Rajasthan Sampark Diwas once a month where a direct dialogue can be set up with public. Srinivas volunteered to interact with public on Rajasthan Sampark Diwas through E-Mitra and CSC level entrepreneur.
V Srinivas has been dealing with public grievances and administrative reforms for quite some time. For the last 7 years he was handling the department of administrative reforms and public grievance – first as additional secretary and then secretary of the department. He has the pulse of public pains and he knows how to bring about changes in administrative set up to reduce the pain areas.
While Rajasthan has seen his first initiative towards addressing public problems, administration is poised to see more reforms and modification in governance model suited for dealing we effectively with public.
How will the new set up work?
V Srinivas asked officers to prepare data of department-wise complaints every month and send it to secretaries of the concerned departments. Secretaries have been mandated to review at least 10 pending complaints daily and send report to the minister concerned.
Apart from that, Chief Secretary will chair review meeting of nodal officers appointed for grievance redressal in departments on regular basis to monitor the progress and ensure timely intervention.
AI intervention for grievance redressal
Srinivas directed officials to develop grievance helpline as the Next Gen Rajasthan link. He said that Rajasthan Sampark should be made the most effective and citizen-centric helpline in the country. People's grievances should also be dealt with quickly and effectively. He asked officials coordinate with IIT Jodhpur and MNIT to arm the portal with latest technology. Srinivas also directed to make chat bot active for live interaction with public.
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