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Online quick-fix for gripes

- Linked to aapka CM, grievance net widened

Ranchi, Oct. 13: Can’t get laggard babus to address or redress grievances, approach their big boss.

Coming soon is an integrated government website that will allow you to lodge your complaints with the chief minister and his top men.

IT and personnel secretary N.N. Sinha said the state administration was working overtime to streamline public grievance management. The system, which should have been in place by September, was a little behind schedule but was expected to be buzzing in a month, he added.

“Citizens will be able to log in and register their complaint, which will be directed to the appropriate authority for necessary action. It will have an in-built mechanism to monitor redress. The system will also be linked to the chief minister’s existing grievance redress forum, comprising a toll-free number and an email ID (info@aapkacm.com) that were floated on January 6 this year,” Sinha said.

The IT secretary explained that a complaint could be accessed and monitored by “officials of the highest rank in the department concerned” (read principal secretaries) and also the chief secretary.

The erstwhile aapka CM initiative was limited to grievances on the public distribution system, which is grappling with the canker of graft, and drinking water woes. Besides, complaints on paddy procurement — the Arjun Munda government had opened 564 centres across the state this year to buy the crop directly from farmers — were also registered.

The ambit of grievances is expected to be wider in the new website. Munda, known to be tech-savvy, can go through the complaints that will also get listed on his personal computer and then issue necessary directives.

“This will ensure quick and qualitative redressal of public grievances. With the help of the new site, the problems will be mitigated without people having to do the rounds of government corridors. They will be spared harassment,” said D.K. Tiwary, the chief minister’s principal secretary.

Explaining the functioning of the system, Tiwary said that the moment one logged in, a page would open in the name of complainant along with personal details like his/her phone number and address. “The nodal officer of the department concerned will alert his junior through a text message. Cases referred to an officer will be marked as pending till the grievances are redressed,” he added.

Speaking on efficiency of this online system, the principal secretary pointed out that the chief minister’s current grievance forum had received a large number of complaints on drinking water problem this summer. “Almost 80 per cent of them have been redressed,” he added.

An official manning the call centre seconded him. “The chief minister’s online grievance cell has registered 2,979 complaints since it was opened to public. Out of them, 2,497 have been redressed, a fact confirmed by complainants,” he said, adding that more than 25,000 calls had been received since January.