हिंदी
Haryana’s CM Window adjudged as the best public grievances redressal model, various states studying the model
Majority of Services are delivered through use of technology, which need to be user friendly – Surina Rajan
Chandigarh, September 16 :- The administrative secretaries from different states of the country and director generals of administrative training institutes brainstormed on how to provide quality public services and develop a mechanism to further improve the grievance redressal system in the country. They were participating in a one-day national seminar on ‘Sevottam’ which was organized by the Department of Administrative Reforms and Public Grievances, Government of India at Haryana Institute of Public Administration ( HIPA) Gurugram.
In this seminar, Shri V Srinivas, Special Secretary, Department of Administrative Reforms and Public Grievances, Government of India, said that ‘Sevottam’ is a combination of two words ‘Seva and Uttam’ which means excellence in providing services. He said that the Sevottam model has been developed with an aim to improve the quality of public services delivery in the country. He said that after studying the grievance redressal system in different states of the country under the Sevottam model, it was found that ‘CM Window’ in Haryana has proved to be the best in redressal of public grievances. All 22 districts of Haryana state come in the top 100 districts of the country in grievance redressal, so efforts are being made by other states to understand the grievance redressal system of Haryana CM Window, as to how Haryana is able to redress the grievances of the people of so many districts efficiently. People also must be satisfied with this model. He said that along with improving the service delivery mechanism, it is necessary to develop a system to redress the grievances of the common man in a better manner. The Special Secretary said that after studying the training modules of various institutes working towards training and capacity building of service delivery officers and employees, it was found that HIPA Institute of Haryana Government is doing well in Sevottam.
He said that a large number of complaints are being received on the Public Grievances portal of the Central Government and it is obvious that the number of public grevances will increase in the times to come, which will be a challenge to handle. In such circumstances, we need to make the grievance redressal system more effective and enhance the capacity of the officers and employees involved in this task. Shri Srinivas said that in future we have to think of developing a system to handle and redress public grievances to the magnitude of one hundred lakh people annually at the central government level and five lakh annually at the district level and the people also remain satisfied with it.
Speaking as the keynote speaker on the occasion, Mrs. Surina Rajan, Director General, HIPA Gurugram said that service providers play an important role in providing better citizen centric services. She said that if we can provide better services to the people efficiently, then the number of public grievances will also be reduced. For this, it is necessary to develop robust grievance redressal mechanism along with providing quality service delivery. Mrs. Rajan also said that in today’s modern era, we are moving on the mechanism of providing service delivery with the help of technology. Now many services are being provided through online platforms or portals. In such a situation, it is also important to keep in mind the technology interface which should be properly designed, user friendly for the general public, operate 24 hours on all seven days of the week (24 X7), can be easily navigated. This technology platform should also be suitable for Sevottam compliant. Inappropriate technology can cause problems. She gave examples of operation of Passport platform and ‘Rail Madad’ besides Haryana’s Saral Portal and said that these portals are proving very effective in providing services and redressal of public grievances.
In the seminar, retired IAS Shiv Prasad Sharma gave a presentation about the training programs in HIPA and said that HIPA aims to train 900 officers and employees through 30 training programs in a year.
In the seminar, Shri Srinivas also discussed with the administrative secretaries from different states and director generals of training institutes about the best practices of public service delivery and grievance redressal system in their states. Amarnath, Secretary, Central Administrative Reforms Department, was also present on the occasion.
