SRINAGAR: The Jammu and Kashmir government has announced the establishment of the ‘Chief Minister’s Public Services and Outreach Office’ within the Chief Minister’s Secretariat to ensure efficient grievance redressal and improved public service delivery through direct citizen engagement.
According to a government order issued on Thursday, the office will initially operate with two specialised wings at the central level, each led by an officer of the rank of Special Secretary/Additional Secretary.
The order reads that Grievance Redressal Wing (Raabita) will focus on the prompt resolution of grievances and will oversee the performance of regional and district offices in addressing public concerns while Public Outreach & Evaluation-cum-Feedback Wing will engage with citizens through outreach programs, monitor the Public Service Guarantee Act (PSGA), collect feedback on governance and service delivery, and recommend improvements based on evaluations of government initiatives.
“To enhance accessibility and responsiveness, the office will utilise an integrated online grievance portal linked to the existing Samadhan Portal, enabling citizens to register, track, and resolve grievances. The Information Technology Department has been directed to implement this integration within 15 days,” the order reads.
“Additionally, the office will adopt a hybrid communication approach, employing both online methods such as social media, helplines, and grievance portals, alongside offline methods including public interactions and district-level meetings. The Chief Minister’s Secretariat will finalise the staffing and other operational modalities of the new office. This initiative aims to improve governance and strengthen the bond between the administration and citizens by addressing grievances effectively and incorporating feedback into policymaking and service delivery,” the order added.
