Govt nod to CM’s outreach office for prompt services
The Jammu and Kashmir Government has given its nod to establish ‘Chief Minister’s Public Services and Outreach Office’ under the Chief Minister’s Secretariat for ensuring grievance redressal and timely public service delivery through citizen engagement.
The office will initially comprise of two wings at the central level, each headed by an officer of the rank of Special Secretary/Additional Secretary to the government.
As per an order issued by the General Administration Department (GAD), there will be two wings of the office including Grievance Redressal Wing (Raabita) to facilitate prompt grievance resolution and service delivery, besides oversee the performance of regional and district offices in grievance handling.
Public Outreach and Evaluation-cum-Feedback Wing will engage with citizens through outreach programmes across all administrative levels, PSGA monitoring, feedback collection on governance and service delivery, besides evaluation of government initiatives and recommend improvements.
The office will involve an integrated online grievance portal for registration, tracking and resolution of grievances, besides escalating unresolved matters to higher authorities for prompt resolution. The Information Technology Department will incorporate a window for handling the online grievances of Raabita on the existing Samadhan Portal. The process in this regard will be completed in 15 days, as per the order.
The office will actively collect feedback/suggestions from the citizens through online/offline platforms, and improvement thereof. It will also adopt a hybrid communication approach, utilising both online platforms (portals, social media, helpline) and offline methods (public interaction, district level meetings) to ensure accessibility and responsive governance.
The staff and other modalities for the office will be finalised by the CM’s secretariat.
