Srinagar, Mar 05, KDC: Department of Public Grievances, J&K (DoPG, J&K) looks after the Grievances Redressal work of the UT Government on the Jammu & Kashmir Integrated Grievance Redressal and Monitoring System (JKIGRAMS) Portal. 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.
J&K Integrated Grievance Redress and Monitoring System (JKIGRAMS):
The Union Territory of Jammu and Kashmir has in place an Integrated Grievance Redressal and Monitoring System JKIGRAMS. This e-governance initiative has been introduced in order to bridge the gap between citizens and the administration.
The JKIGRAMS, which has been upgraded in August-2020 now as a Grievance Redressal Portal has quite a wide area of work/ connectivity. It connects 260+ Departments at the Secretariat & HoD levels, 20 Districts and 2000+ subordinate offices at the District level. Besides, the JKIGRAMS is also integrated with the CPGRAMS which is Centralized Public Grievance Redress and Monitoring System.
The JKIGRAMS also has two Call Centers one at Jammu and other at Kashmir. Any person interested in filing a grievance with the Government may call the said Centers or in the alternative visit the Call Centers to file a grievance.
Citizen Feedback:
JKIGRAMS has a feature of citizen feedback. The Web Portal has been designed to enable the citizens to provide the response / feedback on disposal of their grievances by concerned Government Departments. This Citizen Feedback feature has prompted Department of Public Grievances to lay emphasis on quality of disposal of public grievances.
Quality Monitoring & Public Satisfaction Studies:
Several studies on Quality of Disposal of Grievances and the level of Public Satisfaction with regard to redressal of Grievances have been conducted to improve the Quality of disposal of grievances and gauge public satisfaction. The outcome of the said studies has been/ are being shared with concerned Departments for corrective measures, wherever required.
Status of Grievances and percentage of redressal:
The status of the grievances on the JKIGRAMS as of today (13-12-2023) and percentage of the disposal are as follows (Data 2018-2023):
| No. of Grievances Received | No. of Grievances Disposed | No. of Grievances Pending/ Open | Disposal %age |
|
3,73,390 |
3,62,426 |
10,964 |
97% |
Lieutenant Governor’s “Mulaqaat” Program:
One of the Administrative Initiatives of the UT Government of Jammu & Kashmir to bring people or the public at large closer to the Administration has been the starting of the Public Outreach Program called the LG’s Mulaqaat through DoPG, JK which is dedicated to the cause of expeditious disposal of the Grievances filed by the people.
- Started in October 2020, the LG’s Mulaqaat Program is a Face to Face Interaction of the Hon’ble Lieutenant Governor with complainants/ petitioners whose Grievances have been filed on the JK Grievance Portal called the JKIGRAMS (which stands for Jammu & Kashmir Integrated Grievances Redress and Monitoring System) but have not been redressed despite considerable time.
- The program is conducted through Video Conference and apart from the Hon’ble LG and the complainant, the concerned Department representative; all
- Administrative Secretaries, the HoDs and Deputy Commissioners of the UT of Jammu and Kashmir are present in the Video Conference.
- Since, the program started in October 2020, thirty (30) Mulaqaat Programs have been conducted where in 606 randomly selected complainants have been heard by the LG and necessary directions were issued by him for genuine redressal of their grievances. Accordingly, 529 grievances/ cases have been redressed/ closed so far while the rest are being redressed. Moreover, the inflow of Grievances on the JKIGRAMS Portal has gone up considerably after the LG’s Mulaqaat Program started in October 2020. Also, disposal has gone up substantially from 52% to 97% since the inception of Mulaqaat Program. (KDC)
