Jammu and Kashmir, December 5, 2024 – The Government of Jammu and Kashmir has announced the establishment of the "Chief Minister's Public Services and Outreach Office" under the Chief Minister's Secretariat. This initiative aims to ensure efficient grievance redressal and prompt public service delivery through enhanced citizen engagement.
Key Features of the Office
The newly formed office will consist of two main wings at the central level, each to be headed by a Special Secretary or Additional Secretary to the Government:
1. Grievance Redressal Wing (Raabita):
This wing will focus on facilitating prompt grievance resolution and improving service delivery. It will also oversee the performance of regional and district grievance-handling offices.
2. Public Outreach & Evaluation-cum-Feedback Wing:
This division will engage citizens through outreach programs at all administrative levels. It will monitor the implementation of the Public Services Guarantee Act (PSGA), collect feedback on governance and service delivery, and evaluate government initiatives to recommend improvements.
Responsibilities of the Office
The office will be responsible for:
1. Integrated Grievance Portal:
An online grievance portal will be developed for registration, tracking, and resolving grievances. Unresolved issues will be escalated to higher authorities. This portal will integrate with the existing "Samadhan Portal" within 15 days.
2. Feedback Collection and Improvement:
Regular collection of feedback from citizens through online and offline platforms to identify areas of improvement in governance.
3. Hybrid Communication Approach:
The office will adopt both online (portals, social media, helplines) and offline methods (public interactions, district-level meetings) to ensure accessibility and responsiveness.
Implementation and Staffing
The Chief Minister's Secretariat will finalize the staff and other modalities for the office's functioning. The aim is to make governance more transparent, citizen-centric, and effective.
This step marks a significant milestone in the administration's efforts to enhance public service delivery and engage citizens actively in governance.
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