CUTTACK: In a bid to make administration more citizen-centric and responsive, the office of the sub-collector, Cuttack, has launched a help desk to redress grievances of people, particularly from rural hinterland.
The open front-end counter has complemented the integrated grievance redressal system (IGRS) introduced by the sub-collectorate last year facilitating online registration of grievances.
The help desk with dedicated staff, including a computer assistant, will accept grievances of people and register them on the IGRS portal http://subcollectorctc.in. After the online registration, a ticket number will be allotted to the complainant for tracking the status of the grievance. “The objective of the IGRS was to make the public services delivery system effective and transparent by proper monitoring, tracking and expedient redressal of grievances of the citizens. With the online registration system, we observed that we were actually gathering only 20 per cent of grievances. Apart from being not computer-friendly, people in rural areas preferred to air their grievances physically,’’ Sub-Collector JP Das said.
Through the online registration system, so far 199 grievances have been registered of which more than 104 have already been disposed of. All the grievances received are being updated by the sub-collector every Saturday. Field officers like BDOs and tahasildars are using the portal for compliance. A major chunk of the grievances are on PDS irregularities, old- age pension and other allowances and, tahasil and land-related problems, Das said. The sub-collectorate, in fact, became a first in the State to have obtained ISO 9001-2008 certification by developing a quality management system for effective delivery of public services in a hassle-free and transparent manner. It has also included an e-despatch system.