The Government of Jammu and Kashmir has announced the creation of the Chief Minister’s Public Services and Outreach Office under the Chief Minister’s Secretariat. This initiative aims to enhance public service delivery and address grievances effectively, fostering greater citizen engagement.
Structure and Wings
The office will operate with two wings at the central level, each led by an officer of the rank of Special Secretary or Additional Secretary to the Government:
Grievance Redressal Wing (Raabita):
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- Ensures prompt grievance resolution and improved service delivery.
- Supervises grievance management at regional and district levels.
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Public Outreach & Evaluation-cum-Feedback Wing:
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- Engages with citizens through outreach programs across administrative levels and evaluates governance.
- Collects feedback on government initiatives and service delivery for continuous improvement.
Key Functions
The office will focus on:
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- Establishing an integrated online grievance portal for registration, tracking, and resolution of complaints. The IT Department will modify the existing Samadhan Portal to include this function within 15 days.
- Gathering feedback and suggestions from citizens via online and offline channels for better governance.
- Implementing a hybrid communication approach, combining online platforms (portals, social media, helplines) with offline methods (public meetings, district-level interactions) to ensure accessibility and responsiveness.
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Further staff-related matters and operational details will be finalized by the Chief Minister’s Secretariat.
This initiative marks a significant step toward ensuring accountable and citizen-focused governance in Jammu and Kashmir.
