The Diplomat Desk
Srinagar, (TDD): The Jammu and Kashmir government has announced the establishment of the ‘Chief Minister’s Public Services and Outreach Office’ under the Chief Minister’s Secretariat to ensure effective grievance redressal and timely public service delivery through active citizen engagement.
The initiative, sanctioned under Government Order aimed at enhancing governance efficiency and strengthening the connection between the administration and the public.
The newly established office will have two central wings, each headed by a Special Secretary or Additional Secretary to the government.
Grievance Redressal Wing (Raabita): This wing will focus on resolving public grievances, ensuring efficient service delivery, and monitoring the performance of regional and district grievance offices.
Public Outreach & Evaluation-cum-Feedback Wing: This wing will spearhead citizen engagement through outreach programs, monitor the Public Services Guarantee Act (PSGA), gather feedback on governance, and recommend improvements to government initiatives.
To streamline operations, the office will utilize an integrated online grievance portal, building on the existing Samadhan Portal, with the Information Technology Department tasked with implementing the required modifications within 15 days. The hybrid communication approach will include both online platforms, such as social media and helplines, and offline methods, including public interaction and district-level meetings.
Additionally, the office will collect feedback and suggestions from citizens through online and offline platforms to drive continuous improvement in governance and service delivery. Further details regarding staffing and other operational modalities will be finalized by the Chief Minister’s Secretariat.— (TDD)