In a significant move to enhance transparency, accountability, and the quality of public grievance disposal, Jhansi District Magistrate Gaurang Rathi on Tuesday inaugurated five newly established ‘Jan Samvad Desks’ at the Collectorate premises. The initiative aims to streamline the process of addressing citizen complaints and ensure that every grievance is handled efficiently.
Direct Feedback Mechanism
Rathi emphasized that complainants would now receive direct feedback regarding the action taken on their applications through the ‘Jan Samvad Desk’ mechanism. This step is expected to bridge the gap between the administration and the public, fostering trust and satisfaction.
Functioning of the Desks
Explaining the operational framework, the District Magistrate stated that all complaints received during ‘Janta Darshan’ would first be scrutinized by employees stationed at the ‘Jan Samvad Desks’. The staff would determine whether the complainant was appearing for the first time or had previously approached the administration regarding the same matter. In cases where citizens return for a second or third time with the same grievance, the desk staff would place the previous action report before the officer in charge of the public hearing. Further action would then be taken as per the directions issued.
Online Upload and Forwarding
Rathi informed that after being marked by the designated officer, all complaints received during the public hearing would be uploaded on the IGRS portal. They would then be forwarded to the concerned departments for timely disposal. This digital integration ensures that grievances are tracked and resolved within stipulated timelines.
Feedback and Quality Re-examination
The District Magistrate further elaborated that employees posted at the Jan Samvad Desks would contact complainants to gather feedback and understand their level of satisfaction. Unsatisfactory feedback would be sent again to the concerned disposal officer through WhatsApp for quality re-examination and proper resolution. This two-way communication loop is designed to ensure that no grievance is left unresolved or poorly addressed.
The inauguration of these desks marks a progressive step in citizen-centric governance in Jhansi, setting a benchmark for other districts to follow.
