STATE TIMES NEWS
NEW DELHI: Union Minister of State (Independent Charge) for Development of North Eastern Region (DoNER) and MoS PMO, Dr Jitendra Singh asked the State Governments to activate the grievance cell and try to emulate some of the recent practices adopted by the grievance cell in the Government of India under the Union Ministry of Personnel. He said he was particularly upset to note that while some of the State Governments are quite prompt and responsive about grievance disposal, there are also some State Governments where the grievance website is not visited by the concerned officials for weeks together.
Dr Jitendra Singh was addressing senior officers from different Ministries and Departments of Government of India, whom he felicitated and gave Certificates of award for outstanding performance in handling public grievances.
Pertinent to mention that the practice of giving such rewards was started by the ARPG/ DoPT two years ago and these are given for every quarter of the year, depending upon the performance in handling public grievances on PG Portal and CPGRAM.
At today’s function, the felicitation was done for the quarter from January to March 2018 and for the quarter from April to June 2018. The recipients of the award included NITI Aayog, Union Ministry of Textile, Union Ministry of Labour and Employment, Union Ministry of Defence and the Department of Science of Technology, Government of India.
Dr Jitendra Singh said, the number of grievances received in the last four years of the Modi government has increased more than eight times from about two lakh per year in 2013 to about 16 lakh per year in 2017. This, he said, was the result of prompt and time-bound response, which had encouraged the common masses to come forward and access the grievance portal in larger and larger numbers. The grievance disposal rate in the Department of Administrative Reforms and Public Grievances, union Ministry of Personnel is now monitored every week and it is currently, on an average, 95 per cent in a week and in certain weeks almost 100 per cent.
Not only this, Dr Jitendra Singh said, the Department of Public Grievances has also started a unique experiment of randomly calling complainants on telephone to assess the level of their satisfaction. He himself makes such random calls from time to time, he disclosed.
As an innovative initiative, Dr Jitendra Singh said, the inputs received in the form of complaints and grievances are also researched and developed as resource material to help in planning further administrative reforms. For this purpose, he said, published material in the form of manuals is being preserved for circulation.
However, Dr Jitendra Singh said, the public also needs to be educated, both through the mass awareness programmes as well as the social media, that timely grievance disposal does not necessarily mean fulfilling an individual’s aspirations which may sometimes be subjective.
Union Secretary, Administrative Reforms, K.V Eapen also spoke on the occasion.
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