Keeping the COVID-19 situation and the public interest in view, Mohali administration has decided to adopt online model to redress the grievances of the citizens. This will be done to restrain the avoidable influx of public to government offices, said Mohali Deputy Commisioner Girish Dayalan while chairing the core group meeting of officers.
PGRS (Public Grievance Redressal System) is an integrated system for redressal of citizens grievances pertaining to all government departments. It is developed by DGR (Directorate of Governance Reforms), Punjab.
Convenient and Easily accessible
The online portal is very convenient. The aggrieved can easily file a grievance on it and receive an assured response to his complaint.
It is accessible to citizens via four modes – web, mobile, Sewa Kendra, and a call centre, said Harkirat Channe, Assistant Commissioner (Grievances).
Clear and standardized workflow of grievances
Citing drawbacks of the existing redressal system, Harkirat Channe said that there is no standardised workflow for redressal and no fixed timeline.
On the other hand, in PGRS, a timeline will be assigned to each officer in the workflow for resolution of the grievance and citizens have the option to give their feedback, she added.
The portal will provide a 24×7 platform to the public to communicate with the administration and people will be able to lodge complaints without physically visiting the department offices amid the pandemic outbreak, said Harkirat Channe.
She further added that the portal also provides for escalation of grievances to higher authorities.
Source: The Tribune
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