Khattar unveils digital platforms for public grievances in Rohtak

Union Minister Manohar Lal Khattar on Sunday launched two major digital initiatives in Rohtak — ‘Namaste Rohtak’, a WhatsApp-based grievance redressal chatbot, and ‘Prashasan Ki Pehal’, a QR-based citizen feedback system.

Both initiatives form part of ‘Rohtak Prashasan ki Pehal’, a comprehensive administrative reform programme aimed at ensuring faster, accountable and accessible public service delivery across rural and urban areas.

Interacting with the media, Khattar stressed that every administration has a duty to resolve public issues promptly and transparently.

“With these modern, digital and user-friendly platforms, citizens now have direct access to grievance redressal and feedback services from their mobile phones, reducing dependency on physical visits to government offices. Government services must be delivered in an easy, accessible manner. It is the responsibility of the administration to adopt new methods and technology to ensure timely redressal of public grievances,” said Khattar.

Deputy Commissioner Sachin Gupta made a detailed presentation on the functionality, public utility and expected impact of both platforms.

The ‘Namaste Rohtak’ facility allows citizens to lodge complaints via WhatsApp number 8008001798. By sending ‘Namaste Rohtak’ and completing a one-time registration with name, location and area details, users can select the relevant department. Complaints may be typed or accompanied by up to three images. The chatbot asks for the location, displays a summary for review and generates a unique ticket number for tracking. Minor issues are resolved within 48 hours, while major matters follow departmental timelines. The platform offers zero paperwork, no queues, 24×7 access, real-time updates and uniform availability across rural and urban regions.

Under the QR-based citizen feedback system, standees or posters placed at office entrances allow citizens to scan the code, open a digital feedback form and enter the office name, visit date, their name and mobile number. They can then rate their experience and add comments or suggestions. The process is described as quick, confidential and without the need for physical forms.

“The model has already been successfully implemented by Rohtak Police, leading to increased transparency, higher citizen engagement, faster corrective action and improved frontline service delivery. Encouraged by these outcomes, the system is now being expanded to all district offices. The initiative ensures a transparent, accessible, real-time feedback mechanism, identifies service gaps, strengthens accountability, reduces queues and supports evidence-based governance. Minor issues are resolved within 48 hours, while major deficiencies follow departmental timelines and monthly performance reviews,” the DC added.