Jammu and Kashmir Government has announced establishment of ‘Chief Minister’s Public Services and Outreach Office’ under the Chief Minister’s Secretariat to ensure effective grievance redressal and timely public service delivery through active citizen engagement.
The newly established office will have two central wings, each headed by a special secretary or additional secretary to the government.
Grievance Redressal Wing (RABITA): This wing will focus on redressal of public grievances, ensuring efficient service delivery and monitoring the functioning of Regional and District Grievance Offices.
Public Outreach and Evaluation-cum-Feedback Wing: This wing will promote citizen engagement through outreach programmes, monitor the Public Services Guarantee Act (PSGA), gather feedback on governance and recommend reforms in government initiatives.
To streamline operations, the office will use an integrated online grievance portal, building on the existing conciliation portal, with the information technology department tasked with implementing the necessary changes within 15 days. A hybrid communication approach will include online platforms like social media and helplines and offline methods including public interaction and district-level meetings.
In addition, the office will collect feedback and suggestions from citizens through online and offline platforms for continuous improvement in governance and service delivery. Further details regarding staffing and other operational modalities will be finalized by the Chief Minister’s Secretariat.