Maharashtra Government Introduces Comprehensive Feedback System for Public Offices
The Maharashtra government has issued a directive requiring all its public offices to provide a standardized feedback form to visitors. This initiative aims to systematically collect ratings on government services on a scale of one to five, enhancing accountability and service quality across state departments.
Structure and Implementation of the Feedback Mechanism
The draft of the feedback form has already been distributed to government offices. It includes five specific categories for evaluation:
- Cleanliness and visitor facilities
- Satisfaction with the service provided
- Behavior and conduct of officers
- Overall experience at the government office
- Response to government schemes implemented through state departments
In addition to the forms, each office must install a locked feedback deposit box. This box will only be opened on the fifth working day of every month, ensuring a regular review cycle.
Monthly Review and Action Plan
The respective Head of Department (HoD) is authorized to open the feedback box and analyze the ratings in the presence of officers and the public. Following this review, the HoD must implement necessary changes to improve ratings in the subsequent month. A notification from the state General Administration Department (GAD) on February 4 outlines that feedback should be categorized into two types: suggestions that can be immediately acted upon and those requiring policy decisions or rule changes.
The HoD is instructed to promptly execute practical suggestions and forward policy-related recommendations to higher authorities, with a copy marked to the GAD secretary for government-level decisions.
Public and Official Perspectives on the New System
Dilip Desai, a Kolhapur-based activist, expressed cautious optimism about the system, highlighting existing challenges in government offices. "Common visitors often struggle to find relevant officials at their desks, and top officials rarely have time to meet them," he said. "Delays in file processing are common, and the Right to Services Act seems ineffective on the ground. While politicians and contractors receive prompt attention, ordinary citizens deserve timely service as well."
A senior revenue department official, speaking anonymously, noted that while complaint boxes already exist, the new system focuses on building trust. "This approach evaluates how visitors are treated, including seating facilities and waiting periods, without penalizing staff for negative feedback. It encourages self-evaluation and identifies areas for positive change," the official explained.
Expected Impact and Future Outlook
This feedback mechanism represents a significant step toward transparency and efficiency in Maharashtra's public administration. By involving citizens directly in the evaluation process, the government aims to foster a culture of continuous improvement and responsiveness. The monthly review cycles are designed to ensure that feedback leads to tangible actions, potentially transforming the visitor experience in government offices across the state.
