How Rohtak’s digital platforms will accelerate grievance redressal, improve feedback

People always complain that their grievances at government offices remain unaddressed for long due to slow and long procedures. In many cases, people wait for weeks or even months without finding a resolution. Keeping that in view, the Rohtak district administration has launched two major digital initiatives to reform the administration and improve service delivery. Union Minister Manohar Lal Khattar officially inaugurated both initiatives on Sunday, emphasising that the administrations must resolve public issues promptly and transparently. He expressed hope that these user-friendly, technology-driven services would significantly save citizens’ time and effort while delivering timely redressal.

What are the two digital platforms?

The two digital platforms are “Namaste Rohtak,” a WhatsApp based grievance redressal chatbot, and “Prashasan Ki Pehal,” a QR based citizen feedback system. Together, they allow residents to lodge complaints digitally and share their feedback on government services and user experience directly with the authorities. Deputy Commissioner Sachin Gupta said these platforms aimed at making governance more accountable and accessible to every citizen, whether in rural or urban areas.

What are the objectives of these initiatives?

The objective of ‘Namaste Rohtak’ is to enable citizens to lodge complaints easily via WhatsApp, ensuring quick and transparent redressal. ‘Prashasan Ki Pehal’ aimed at capturing real-time feedback from citizens so that the administration could identify service gaps, improve accountability and make governance more citizen friendly. These will also help in strengthening accountability and citizen confidence, reducing long queues and physical complaint visits and supporting evidence-based governance, claimed the district administrative authorities.

How would these platforms benefit Rohtak residents?

DC Sachin Gupta said these platforms would benefit Rohtak residents by making public service delivery more accessible and efficient: Complaints could be filed from their phones without paperwork or queues, feedback could be submitted confidentially, and both grievance and feedback systems allowed for real-time tracking and faster redressal, increasing overall transparency and trust in public services.

 How will ‘Namaste Rohtak’ platform work?

the citizens will begin by sending the message ‘Namaste Rohtak’ to the WhatsApp number 8008001798, then complete a one time registration by providing their name and area (urban or rural, block or ward). They select the department to which their complaint pertains and can either type their issue or upload up to three photos (such as of the problem or a written complaint). The chatbot then asks for the location/address, shows a summary for review, and on submission generates a unique ticket number so the complaint can be tracked. Minor issues will be resolved within 48 hours, while for major or technically complex complaints, the department concerned will inform the complainant of the expected timeline.

How will the QR based Citizen Feedback System work?

At every district level government office, QR code standees or posters will be placed. The citizens scan the QR code using their mobile phones, which opens a digital feedback form. They fill in details such as the name of the office they visited, the date, their name, and mobile number, then rate their experience on various parametres and optionally leave comments or suggestions. The feedback is submitted electronically and reviewed by the district administration. The QR mechanism has already been implemented successfully by the Rohtak police. Based on these positive outcomes, the model has now been expanded to all district-level offices, said Sachin Gupta.