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Sitting on public grievances will invite Arvind Kejriwal ire

Sitting on public grievances will invite Arvind Kejriwal ire
The new system would monitor the performance of every officer in the government and it is to be done through a software which would ‘block’ the movements of a file regarding public grievance if it’s not disposed off within the mandated period.

The software would automatically ‘block’ the file if the concerned officer fails to act on it before the time pre-decided by the Chief Minister’s Office (CMO). The officer will have to send a written request to the CMO to get it ‘unblocked’ giving an explanation for delay. Furthermore, CMO will cross-check the solved cases by calling the applicants. CMO can ‘reopen’ the case if applicant is ‘not satisfied’.

“These features, blocked and reopen, are being introduced to ensure timely movement of files and ensure that the work is done to the satisfaction of applicants,” said a senior officer of CMO. The software is on a trial and would be introduced very soon, he added.

The grievance system will be completely online and digital in which applicants can not only submit their grievances online but also be able to upload the concerned documents.

If the applicant submits it to CMO then PGMS of CMO will scan the documents and make it a digital file that would be forwarded to the Grievance Redressal Officer (GRO) of the concerned department with pre-fixed time for completion of the task. As soon as the application is submitted online, the applicant will get an SMS on his mobile number mentioning the case number and stipulated time to solve the grievance. The CMO can also mark the case as ‘Urgent’ and ‘Regular’.

“We are presently giving three days time for urgent cases while one month for regular cases,” said the officer explaining the trial. The cases related to urgent health, water shortage, street vendors, molestation, rape, extortion threats, ransom calls etc are being treated as urgent. “The CMO could see the status of the file, real time movement, as it all will be online. If the concerned officer does not act on pre-fixed time it will show ‘overdue’ and would be blocked automatically. The officer can be contacted from CMO as his entire detail would be online,” he added.

The entire system of monitoring will be headed by an IAS officer of Additional Secretary level assisted by four deputy secretaries with the team of total 16 senior officers in CMO coordinating with 218 various government agencies and departments in the city including MCDs, NDMC, Delhi Police and DDA.

The officer at each level will have to give his remark on the concerned application before forwarding to the next level for action. So, far CMO has received 5,300 cases out of which 1,500 have been solved while 3,800 cases are pending at various levels. CMO officers informed the Delhi Police is the most problematic however they are co-ordinating with DCP Vigilance Sindu Pillai. On request of the CMO a sub-inspector level officer of the vigilance department was appointed in CMO control room to coordinate with police stations particularly to solve the cases of non-registering of FIRs. After trial the PGMS will be integrated with ACB of Delhi government, to be re-launched soon with the updated version.
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