Govt holding workshops to improve public grievance mechanism

Secretary in the Ministry of Personnel and Public Grievances Ramesh Chandra Misra said the four workshops - on August 30 and 31 - will facilitate preparation of 'Sarvottam Compliance Citizens Charters and Grievance Redress Mechanism for Central ministries and departments.

"We are trying to modernise governance through better and enhanced results oriented public delivery system to citizens. The exercise will also be carried forward to various departments of all state governments," he said.

The two-day conference will be inaugurated by Minister of State for Personnel and Public Grievances Prithviraj Chavan.

The workshops will facilitate participants in achieving the 'sarvottam' compliance success indicators. The 'Sarvottam' framework has three modules -- citizen charter, public grievance mechanism and service delivery capability. Each of the modules are further divided into three criteria and elements each.

"The framework helps government departments towards improving their public service delivery," Misra said.

Through the web-based system, the department last year had received near one lakh complaints, majority of whom were related to state governments.

"We forward the complaints related to any particular state to the concerned state government for necessary action," he said.

Misra said among the Central government Ministries and departments majority complaints related to Income Tax refunds, delay in PAN cards delivery, poor service by mobile phone operators and railways.