In an unusual development, 35 senior IAS officers in Rajasthan have been asked to man the government’s helpline call center and take at least 10 calls every day to ensure timely disposal of public grievances. The aim of this move is to bring in accountability among bureaucrats and ensure speedy resolution of public grievances.
According to the orders issued by Chief Secretary V. Shrinivas (IAS:1989:RJ), these 35 IAS officers manning the call centre will be from the Secretary and Additional Chief Secretary (ACS) ranks. They have been asked to sit at the Rajasthan Sampark Helpline 181 call center in the Secretariat on their assigned days and take at least 10 calls daily, listening to citizens’ complaints and, as far as possible, ensuring on-the-spot resolution of their grievances.
Besides, these officials will also be reviewing the average disposal time of grievances, long-pending complaints, grievances with low satisfaction levels, and the categories of grievances received at the helpline. These officers have to submit their visit report to the Chief Secretary’s office as well.
This decision was taken after the state Chief Minister, Bhajan Lal Sharma, was seen regularly visiting the 181 call center, personally taking calls from citizens and listening to their grievances for some time. The CM has also been holding continuous public hearings at his residence, focusing on resolving the problems of common people.
The Rajasthan Sampark is an online grievance redress portal and helpline of the state government where citizens are supposed to register their complaints, following which they are given a unique number through SMS in order to enable them to track the status of their complaints.
Join Us on WhatsApp