To curtail footfall in govt offices, Mohali district to adopt online Public Grievance Redressal System

Tribune News Service
Mohali, July 31 

In a bid to curtail the footfall in government offices amid the Covid-19 pandemic, the Mohali district administration would be adopting an Online Public Grievance Redressal System.

Deputy Commissioner, Girish Dayalan, stated this while chairing the core group meeting of officers.

He said that it is in the best interest of the public, as well as public servants, that all avoidable influx of people to government offices be restrained. He said that Directorate of Governance Reforms (DGR), Punjab has developed a Public Grievance Redressal System (PGRS). It is an integrated system for grievance redressal pertaining to all government departments via a single technology interface. So, as far as possible, complaints would be entertained online through PGRS.

Sharing the details of PGRS, Harkirat Channe, Assistant Commissioner (Grievances), said that PGRS is accessible to citizens via four modes – web, mobile, Sewa Kendra and a call centre. Using an online portal of PGRS, an aggrieved citizen can conveniently file a grievance and receive an assured response to his complaint.

Channe said earlier every department had its own grievance redressal mechanism without a standardized workflow for redressal and no defined timeline for resolution and accountability. She said that in contrast, the PGRS has a clear, standardized workflow for grievance redressal. She added that it assigns timelines to each officer in the workflow for resolution of the grievance, enables citizens to submit their feedback on the resolution provided and allows for escalation of grievances to higher authorities.

Channe said that the PGRS portal will provide a 24×7 platform to the public to communicate with the administration and added that people will be able to lodge their complaints without having to go to different offices amid the pandemic.