Srinagar: The Jammu and Kashmir government has established the ‘Chief Minister’s Public Services and Outreach Office’ under the Chief Minister’s Secretariat. The measure has been taken ensure timely public service delivery and grievance redressal.
As per the notice issued by the General Administration Department, the office will comprise two central-level wings: the Grievance Redressal Wing (Raabita) and the Public Outreach & Evaluation-cum-Feedback Wing.
The Grievance Redressal Wing will focus on prompt grievance resolution, service delivery and oversight of regional and district offices. The Public Outreach & Evaluation-cum-Feedback Wing will engage citizens through outreach programs, monitor governance and service delivery, evaluate government initiatives and suggest improvements.
“To achieve its objectives, the office will utilize an integrated online grievance portal for registration, tracking and resolution of grievances, with escalation to higher authorities for prompt resolution. The Information Technology Department will incorporate a window for handling online grievances of Raabita on the existing Samadhan Portal within 15 days.” Additionally, the office will actively collect feedback and suggestions from citizens through online and offline platforms. A hybrid communication approach will be adopted, leveraging both online platforms (portals, social media, helpline) and offline methods (public interaction, district-level meetings) to ensure accessible governance.
The staff and operational modalities for the office will be finalized by the Chief Minister’s Secretariat. [KNT]
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