Srinagar, Mar 10: In a testament to the Jammu and Kashmir government’s commitment to good governance and public service delivery, a staggering 3,73,390 online complaints have been received over the last five years, of which an impressive 97 percent have been addressed by the concerned authorities.
This remarkable feat of grievance redressal has been made possible through the government’s proactive adoption of digital technologies, which have streamlined the process of receiving, tracking, and resolving public complaints.
Jammu and Kashmir Integrated Grievance Redress and Monitoring System (JKIGRAMS) portal was launched a few years ago and has been developed as an e-governance initiative to provide a 24×7 platform to the citizens for redressal of their grievances.
According to official figures available with Morning Kashmir, at least 3,73,390 grievances have been received since 2018 of which 3,62,426 have been disposed of, indicating 97 percent of grievances have been addressed.
The grievances filed by the citizens electronically on the portal or offline are scanned and processed on the JKIGRAMS portal and sent to the concerned departments for redressal at their end.
The JKIGRAMS, which was upgraded in August 2020 as a grievance redressal portal, has quite a wide area of work or connectivity.
It connects 260+ departments at the Secretariat and HoD levels, 20 districts and 2000+ subordinate offices at the district level. Besides, the JKIGRAMS is also integrated with the CPGRAMS, which is a Centralized Public Grievance Redress and Monitoring System.
The JKIGRAMS also has two call centres one in Jammu and the other in Kashmir. Any person interested in filing a grievance with the Government may call the said centres or in the alternative visit the call centres to file a grievance.
Lieutenant Governor Manoj Sinha recently said that he has sought details of complaints received via the JKIGRAMS portal and the action taken report on public outreach programs from the relevant administrative officials.
Sources said monitoring dashboards have been provided to the administrative secretaries to monitor the disposal of the grievances under their administrative control.
“The government will take action against those officials who are found not having addressed the genuine grievance of the people,” a senior official said.
The official said the government has taken several steps to ensure transparency in financial management and also in the implementation of projects.
