PANAJI: The newly constructed premises of the Public Grievances Office in Panaji was inaugurated today by Chief Minister Dr Pramod Sawant, who also launched the department’s official website and mobile application designed to enhance citizen access to government services and grievance redressal.
Spread across 300 square metres, the new office will serve as a central hub for addressing public complaints and ensuring timely resolution through a more transparent and technology-driven process.
Speaking at the launch, Sawant emphasized the government’s focus on building a transparent, efficient, and citizen-centric administration. “The mission of this website is to continuously provide an accessible platform to the people. We are working to ensure transparency and accountability in governance,” he said.
He explained that the website and mobile app are intended to make it easier for citizens to access information and benefit from various government schemes. “The app is the base for information so that maximum government information reaches all people, whether it’s ‘Mhaje Ghar’ or other initiatives. We want the maximum number of people to benefit from these digital platforms,” Sawant said.
The Chief Minister added that the initiative complements the existing CM Helpline 1905, which allows citizens to register complaints in Konkani, Marathi, or English. “Through the helpline, grievances are followed up on within two days. In 90% of cases, our department calls back to confirm that the issue has been resolved. The remaining 10%, usually inter-departmental matters, are addressed within four to five days,” he said.
Highlighting the success of the Janata Darbar initiative, Sawant said, “Every week, people from Pernem to Canacona gather in Sanquelim, and many of their problems are resolved. But we want these issues addressed, even if they don’t come personally. That is why we have launched the Public Grievances website, app, and CM Helpline, so public service delivery happens on a larger and faster scale.”
He also noted that the department has incorporated Artificial Intelligence (AI) into 40 systems to improve monitoring and efficiency in grievance redressal. “We are using AI to ensure quicker response times and better service delivery across departments,” Sawant added.
