Satisfactory, timely disposal of grievances cornerstone of efficient admn: Chief Secy
Jammu and Kashmir Chief Secretary Atal Dulloo on Thursday reviewed the functioning of the public grievance redressal system under the JK Samadhan 2.0 portal, with a focus on the pace, quality and effectiveness of responses by the government departments and district administrations.
The meeting was attended by the Secretary, Public Grievances Department, along with Administrative Secretaries of various departments while Deputy Commissioners from across the union Territory participated virtually.
The Chief Secretary emphasised that the success of any grievance redressal mechanism lies not in mere registration of complaints but in their satisfactory and time-bound resolution. He underlined that timely redressal of citizens’ issues is key towards reinforcing public faith in the governance system and ensuring their continued engagement with administrative platforms.
Dulloo said mere acknowledgement of grievances does not inspire confidence among the people. It is only when their concerns are addressed promptly and effectively will people feel encouraged to bring issues to the attention of the administration.
He described public grievances as a valuable diagnostic tool for assessing the health of governance at the grassroots level. An in-depth analysis of grievances, he said, can serve as a map highlighting recurring challenges within departments or particular geographic areas. He urged the departments and district officials to utilize the platform not just for grievance resolution but as a means to strengthen the institutional responsiveness and improve public service delivery on ground.
The Chief Secretary laid special emphasis on the quality of disposal, calling for grievance redressal that leads to the utmost satisfaction of the aggrieved citizen. He directed that no grievance should remain unresolved beyond 30 days. He also instructed all the departments and Deputy Commissioners to conduct regular reviews of grievance status, ensuring that no case remain pending unnecessarily and that responsibility is fixed in cases of unwarranted delay.
Meanwhile, the Chief Secretary also participated in a live demonstration of the JK Samadhan 2.0 portal. During the session, he appreciated the improvements made in the portal and recommended further technological advancements to be taken up in collaboration with BISAG-N to enable more data-driven and insightful handling of grievances.
He suggested integrating features like heat maps based on grievance types and locations, which would allow departments to visually analyse concentration of specific issues and areas of concern. Moreover, he proposed the use of Artificial Intelligence (AI) and other advanced tools to analyse grievances, classify them intelligently, and ensure efficient, targeted and high-quality redressal of each of them.
Dullo lauded the significant strides made by the department and emphasised the need for focused efforts in districts with lower coverage to ensure equitable access to grievance redressal mechanisms. He appreciated the data-driven approach and urged for intensified IEC (Information, Education & Communication) campaigns to further boost public participation.
Secretary, Public Grievances, Aijaz Asad said mere 12,932 citizen registrations were there on this portal as on January 4, 2025 which increased upto 3,49,826 registrations till February 5, 2025. He added that a staggering 9,46,001 new registrations were made during the past two months only. Registrations had been steadily growing since July 2024, which saw only 1,429 registrations by then, he concluded.
It was further disclosed that as of April 30, 2025, the portal recorded 53,342 grievances from citizens, reflecting active utilisation of the platform to voice public issues. Out of the total, 39,971 grievances (75%) had been successfully resolved and 13,371 grievances are currently under active review of the departments for quality resolution.
