PANAJI
Aiming at providing an online platform to citizens for grievance redressal, State Government on Friday launched online Public Grievance Redressal System (PGRS). Presently, 58 departments are on-board the system and the State Government expects to receive nearly 50 per cent of the complaints online within the next two-three months. Currently, the Department receives about 20 grievances a month.
The system is a single window online portal for public to register grievances anytime towards any Government Department in the State. They need not visit the Department to file their grievances.
Speaking to media persons after launching the service, Chief Minister Manohar Parrikar said, "We have created this system for the convenience of the citizens. While registering the grievance, if the department is specified, the complaint will generally be forwarded to the concerned department automatically. In case the department is not known, the complaint will be directed to Director, Public Grievances, who will analyse and forward it to the right department. The system has a 15-day alert expected to respond to the grievance in 30 days. Once the complaint is received, a unique number is generated which allows the complainant in tracking the complaint."
However, if the grievance is not met within 30 days, Director, Public Grievance will be alerted about the number of complaints in the various departments who will follow it up. "After 15 more days, i.e. 45 days, grievance will be forwarded to the higher officer, the Secretary. We expect the grievances to be registered online slowly in the next 2-3 months, almost to the extent of 40-50 per cent", said Parrikar adding, "Substantial number of cases are residual where people do not get relief as they want."
"At this moment we have conducted dummy trials with 58 departments. But when you start something new, issues may crop up which are not foreseen. As things progress if there are glitches, we will correct them. We also intend to link it with call centre if possible, may be after six months of trial, so that if anyone has a query, it can be raised and be satisfied", he pointed out.
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