||Black and White Digital News ||

||Parvinder Singh December 05,2024 ||

Jammu: In a significant administrative move aimed at fostering citizen-centric governance, the Jammu and Kashmir government has announced the establishment of the Chief Minister’s Public Services and Outreach Office (CMPSO)under the Chief Minister’s Secretariat. This initiative is designed to ensure effective grievance redressal and efficient delivery of public services through enhanced citizen engagement mechanisms. The announcement came through Government Order No. 2030-JK(GAD) of 2024, issued on December 5, 2024.

Dual-Wing Structure for Targeted Functions:

The newly established CMPSO will operate through two specialized wings, each led by officers of the rank of Special Secretary or Additional Secretary to the Government:

1.Grievance Redressal Wing (Raabita): This wing will focus on prompt resolution of public grievances and oversee the performance of district and regional offices in handling complaints. It aims to ensure seamless service delivery and act as a bridge between the administration and citizens.

2.Public Outreach & Evaluation-cum-Feedback Wing: This wing will prioritize direct citizen engagement through outreach programs across various administrative levels. It will monitor the implementation of the Public Services Guarantee Act (PSGA), collect feedback on governance and service delivery, evaluate government initiatives, and recommend improvements based on citizen input.

Key Operational Features

To streamline its functions, the CMPSO will integrate advanced technological and traditional communication tools:

-Integrated Online Grievance Portal: The office will utilize an upgraded version of the existing Samadhan Portal, managed by the Information Technology Department, for registering, tracking, and resolving grievances. This portal will also facilitate escalation of unresolved issues to higher authorities, ensuring swift action.

-Hybrid Communication Model: A combination of online platforms (such as portals, social media, and helplines) and offline methods (public interactions and district-level meetings) will be employed to make governance more accessible and responsive to citizens’ needs.

– Feedback Mechanisms: Both online and offline channels will be used to collect citizen feedback and suggestions, which will inform strategies for service improvement.

Timelines and Implementation

The government has set a 15-day deadline for the IT Department to integrate the grievance-handling system of Raabita into the Samadhan Portal. Other staffing and operational modalities will be finalized by the Chief Minister’s office in the coming weeks.

Strategic Impact:

The establishment of the CMPSO signifies a proactive approach by the Jammu and Kashmir government to bridge the gap between citizens and the administration. By prioritizing grievance redressal, public engagement, and feedback-based policy refinement, the initiative underscores the administration’s commitment to transparent, responsive, and citizen-friendly governance.

As the CMPSO begins its operations, it is expected to significantly enhance the efficacy of service delivery mechanisms, build public trust, and ensure that governance reaches the grassroots level in the union territory.