ACS Abhay Kumar Reviews Grievances, Directs Prompt and Quality Resolution
September 9
To further strengthen the dynamic, transparent and citizen-centric Rajasthan Sampark Helpline, the e-Jan Sunwai process has been introduced. On Wednesday, Additional Chief Secretary, Water Resources Department, Shri Abhay Kumar visited the Rajasthan Sampark Helpline (181) at the Government Secretariat to launch the initiative. He interacted with complainants through video calls, heard their grievances and directed the concerned officials to take necessary action for their prompt resolution.
Through the e-Jan Sunwai process, Shri Abhay Kumar heard and understood the grievances of complainants Bhagchand Yadav and Mukesh Prajapat. He also interacted with departmental officials through video calls and ensured that the issues were addressed on the spot.
ACS Shri Abhay Kumar said that video hearings enable complainants to explain their problems more effectively. They also help ascertain immediately whether the concerned officer has properly understood the grievance. He expressed hope that the initiative would lead to significant improvement in grievance redressal as well as complainant satisfaction.
Shri Kumar also held a meeting with departmental officials and reviewed the average time taken for disposal of cases, pending cases, categories recording low satisfaction levels and complaints related to the Water Resources Department. He directed officials to ensure the prompt and quality resolution of every grievance.
The Rajasthan Sampark Portal is also being made Artificial Intelligence (AI)-enabled to enhance its functionality and facilitate effective data analysis. Appreciating the initiative, the Additional Chief Secretary said that AI-based technology would make the grievance redressal process more effective, efficient and convenient for citizens.
He said that the use of AI would facilitate real-time monitoring and analysis of grievances, as well as prioritisation of cases for timely action. This would help improve the overall efficiency and responsiveness of the grievance redressal mechanism.
The Additional Chief Secretary directed officials to undertake necessary corrective measures for the effective disposal of cases received through the Sampark Portal and ensure meaningful communication with complainants. He also reviewed the current status and progress of various grievances related to the Water Resources Department and the Command Area Development and Water Utilization Department.
Officials from the Water Resources Department, Command Area Development and Water Utilization Department, and Rajasthan Sampark Helpline were present on the occasion.
