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| Quality, timely disposal of grievances cornerstone of efficient administration: CS | | |  Early Times Report
JAMMU, May 1: In a comprehensive review meeting chaired by the Chief Secretary, Atal Dulloo, the functioning of the public grievance redressal system under the JK Samadhan 2.0 portal was evaluated, with a focus on the pace, quality and effectiveness of responses by the government departments and district administrations.
The meeting was attended by the Secretary, Public Grievances Department, along with Administrative Secretaries of various departments while Deputy Commissioners from across the UT participated virtually.
The Chief Secretary emphasized that the success of any grievance redressal mechanism lies not in mere registration of complaints but in their satisfactory and time bound resolution. He underlined that timely redressal of citizens' issues is key towards reinforcing public faith in the governance system and ensuring their continued engagement with administrative platforms.
Dulloo made out that mere acknowledgement of grievances does not inspire confidence among the citizens. It is only when their concerns are addressed promptly and effectively will people feel encouraged to bring issues to the attention of the administration.
He described public grievances as a valuable diagnostic tool for assessing the health of governance at the grassroots level. An in-depth analysis of grievances, he said, can serve as a map highlighting recurring challenges within departments or particular geographic areas. He urged the departments and district officials to utilize the platform not just for grievance resolution but as a means to strengthen the institutional responsiveness and improve public service delivery on ground.
The Chief Secretary laid special emphasis on the quality of disposal, calling for grievance redressal that leads to the utmost satisfaction of the aggrieved citizen. He directed that no grievance should remain unresolved beyond 30 days. He also instructed all the departments and Deputy Commissioners to conduct regular reviews of grievance status, ensuring that no case remain pending unnecessarily and that responsibility is fixed in cases of unwarranted delay.
Stressing the need for broader citizen participation, Dulloo tasked the Grievances Department with increasing awareness about the 'JK Samadhan 2.0' portal. He advised that the portal be highlighted in all government outreach programs and public meetings. He called for periodic bulk SMS campaigns targeting the registered citizens to inform and remind them about the availability and utility of this grievance redressal platform.
Meanwhile, the Chief Secretary also participated in a live demonstration of the JK Samadhan 2.0 portal.
During the session, he appreciated the improvements made in the portal and recommended further technological advancements to be taken up in collaboration with BISAG-N to enable more data-driven and insightful handling of grievances.
He suggested integrating features like heat maps based on grievance types and locations, which would allow departments to visually analyse concentration of specific issues and areas of concern. Moreover, he proposed the use of Artificial Intelligence (AI) and other advanced tools to analyse grievances, classify them intelligently, and ensure efficient, targeted and high-quality redressal of each of them. |
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