JAMMU, May 1: Chief Secretary, Atal Dulloo, today reviewed the functioning of the public grievance redressal system under the JK Samadhan 2.0 portal 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.
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. 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.
Highlighting the functioning of this Department, Secretary, Public Grievances, Aijaz Asad said that a massive surge in registrations under JK Samadhan has been viewed during the previous few months from January onwards.
He revealed that the same had reached a significant milestone of 13,08,759 citizen registrations on the portal till date. It is worth mentioning here that JK Samadhan stands as a beacon of the Government’s resolve to bring administration closer to the people. With over 13 lakh citizens already registered and active tracking of grievances, the initiative has set a benchmark in digital, accountable and transparent governance across all the districts of the UT.
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