New Grievance Redressal system for Jammu and Kashmir

It will have dedicated call centers & the complaints and their status can be monitored

• Jammu and Kashmir has got its first-ever J&K Integrated Grievance Redressal
  System for the redressal of complaints
• This a unique integrated system that connects almost all the departments of
  the government and will provide a timely redressal of all issues raised
• The stated system is said to replace the current portal launched by the
  government in 2018

Salient features of the New Grievance Redressal system

• The system will have dedicated call centers and the complaints and their status
  can be monitored online
• The maximum time for compliant redressal has been set at 15 days
• An effective grievance redressal mechanism is the lifeblood of any good
  governance system and the aforesaid mechanism must be the top priority for
  any Government
• A common citizen wants a sympathetic, courteous, responsive, and helpful
  administrative setup who listens to their problems and tackle it
• The Integrated Grievance Redress and Monitoring System will be first launched
  on a pilot basis in selected districts of Jammu & Kashmir which are, Jammu,
  Srinagar, and Reasi
• In the remaining districts, it will be rolled out by 2 October. The stated system
  is said to replace the current portal launched by the government in 2018
• After the launch, it will be first-ever grievance redressal system which will be
  linked with central government portal called CPGRAMS
• The system is being launched on a pilot basis in three districts — Jammu,
  Srinagar, and Reasi — and will gradually be rolled out in the remaining districts
  by October 2
• It will make the existing mechanism more robust and efficient
• “There will be a minute by minute status update of the grievances on the
  portal
• If any laxity is found, we can talk to the concerned elders of the district
  and the concerned officers
• Action will follow if any delay or callousness is found while addressing
  people’s grievances
• District Collectors and Deputy Commissioners will be the primary nodes
  for receiving, disposing and monitoring grievances
• It will be available round the clock with applicant OTP authentication,
  acknowledgement to applicant at each stage, feedback by complainant, and
  grievance submission through call centre by making a phone call between 9:30
  a.m. to 5:30 p.m. on all days except Sunday

Centralized Public Grievance Redress and Monitoring System (CPGRAMS)

• It is one of the flagship initiatives for the reformation in governance started by
  the Indian central government through addressing the grievances of general
  public
• It was created in June 2007 by the Department of Administrative Reforms &
  Public Grievances
• Under the public grievance mechanism any citizen of India can raise their
  problems, grievance or pleas to the central government and state government
  Ministries and Departments
• Grievances can be submitted to all important portfolio ministers and
  departments
• The system has been designed in-house by the National Informatics Centre
  team
• It has a telephonic feedback feature also
• Prime Minister Narendra Modi is the supreme head of the public grievances
• Jitendra Singh is currently the Minister for Independent Charge for grievances
  public personnel and pension Department and Sumita Dasgupta is its deputy
  secretary

Low Effectiveness

• Despite the Prime Ministers efforts, the grievance redressal mechanism is said
  to be yet not effective since most grievances are either rejected, disposed or
  closed
• The bureaucrats are said to dispose pleas and grievances without resolving or
  addressing the issue
• Though government is taking effective measures to help people some of the
  bureaucrats in the system do not help in sound performance of these scheme

Pic courtesy : indiatoday.in