SRINAGAR, Sept 30: Chief Secretary Atal Dulloo on Wednesday reviewed the public grievance redressal mechanism across Jammu and Kashmir, with officials reporting that over 1.36 lakh of the 1.60 lakh grievances received through JK Samadhan and CPGRAMS had been disposed of as of September 25.
The review focused on the quality and timeliness of grievance disposal, departmental and district-level performance, citizen feedback and measures to make the system more responsive and transparent.
Commissioner Secretary, Public Grievances, Saurabh Bhagat presented the performance assessment, which showed that 1,60,685 grievances had been received through the two platforms. Of these, 1,36,977 had been redressed or closed, recording an overall disposal rate of 85 percent, while 23,708 remained under process.
JK Samadhan accounted for 1,40,101 grievances, of which 1,24,534 had been disposed of, achieving an 89 percent disposal rate. CPGRAMS received 20,584 grievances, with 12,443 disposed of and 8,141 pending.
Dulloo stressed that the success of the grievance redressal system should be measured by the quality of resolution and satisfaction of complainants. He directed departments and district administrations to address delays and recurring grievances and use citizen feedback as a benchmark for performance.
Officials said 15,75,457 households had registered on JK Samadhan against a target of 22,49,631, achieving 70 percent coverage as of September 24.
The meeting was also informed about plans to upgrade JK Samadhan through artificial intelligence and predictive analytics in collaboration with BISAG-N. The Government is also working on integrating JK Samadhan 2.0 with WhatsApp to make grievance services more accessible.
The Department has initiated the process for an MoU to incorporate relevant features of Rajasthan’s grievance redressal model into J&K’s system.
The meeting was attended by senior administrative officers, divisional commissioners, deputy commissioners, departmental heads, NIC officials and a BISAG-N team.