The government has established the Chief Minister’s Public Services and Outreach Office under the CM’s Secretariat to enhance grievance redressal and public service delivery.
“Sanction is hereby accorded 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,” reads an order issued by Commissioner Secretary Sanjeey Verma.
It ordered that 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.
The order stated that Grievance Redressal Wing (Raabita) would facilitate prompt grievance resolution and service delivery, besides oversee the performance of regional and district offices in grievance handling.
The Public Outreach & Evaluation-aim-Feedback Wing would engage with citizens through outreach programmes across all administrative levels, PSGA monitoring, feedback collection on governance & service delivery, besides evaluation of government initiatives and recommend improvements.
The office shall involve an integrated online grievance portal for registration, tracking & resolution of grievances, besides escalating unresolved matters to higher authorities for prompt resolution. The Information Technology Department shall incorporate a window for handling the online grievances of Raabita on the existing Samadhan Portal. The process in this regard shall be completed in 15 days.
It would actively collect feedback/suggestions from the citizens through online/offline platforms, and improvement thereof.
“Adopt a hybrid communication approach, utilizing both online platforms (portals, social media, helpline) and offline methods (public interaction, district level meetings) to ensure accessibility & responsive governance,” added the order.
The staff and other modalities for the office shall be finalized by Chief Minister's Secretariat.