Punjab Newsline, Chandigarh-
The Haryana Government has launched an initiative called “Samadhan Prakoshth” that aims to streamline grievance redressal process and ensure timely resolution of public concerns. The Government has issued Standard Operating Procedure (SOP) to be followed by district administrations for reporting these grievances and their current status.
The order issued by Chief Secretary, Sh TVSN Prasad mandates Deputy Commissioners to follow specific guidelines when reporting complaints to the Chief Secretary's office. These procedures emphasize:
Daily Reporting: Districts must submit detailed reports of citizen complaints to the Chief Secretary's office via email at cs.coordination@hry.nic.in by 3:00 PM daily. The report must include information on grievances received during daily morning meetings as well as those received through other channels. Each complaint should be documented with the complainant’s PPP ID, the concerned department, and a description of the grievance, including whether it pertains to policy gaps, implementation issues, or other matters.
Identifying Policy Gaps: Complaints unresolved due to policy shortcomings must be clearly flagged to highlight necessary amendments. The reporting format requires detailed documentation of such policy gaps to facilitate understanding and action.
Addressing Implementation Issues: Delays caused by implementation issues require specific reasons and evidence to be documented, with an expectation of prompt solutions. The report should include a thorough explanation of the implementation blockage, along with any relevant evidence.
Complaint Categorization: Accurate categorization of complaints based on subject matter helps facilitate appropriate handling and resolution. Each complaint must be categorized properly to ensure it is addressed by the correct department.
Documentation: Complaints raised during daily meetings of the District Administration must be documented using a prescribed format and entered into the system immediately. This ensures that all grievances are tracked from the moment they are received.
Record Keeping: Meticulous records of all complaints received, actions taken, and resolutions achieved are mandatory. This comprehensive record-keeping is essential for transparency and accountability.
Designated Officer: A designated officer will compile and verify the daily reports, ensuring adherence to instructions and timely submission. This officer is responsible for ensuring that all reports are accurate and submitted on time, in compliance with the established guidelines.
These measures will improve the accountability and responsiveness of the administration in addressing public grievances. This, in turn, aims to enhance citizen satisfaction and trust in the government's functioning.
