New SOP to suggest 10-day deadline for addressing grievance
Nearly 80 percent of the pending grievances with the Chief Minister’s Grievance Cell were resolved in the fourth review meeting at the CM’s private office on Wednesday.
The grievances were pending with 18 government departments including Relief and Rehabilitation, Srinagar Development Authority, Divisional Commissioner’s office, district headquarters and Srinagar Municipal Corporation.
During the meeting, cases pending since 2013 were discussed and forwarded to the concerned departments.
Project Director, Grievance Cell, Saadut Hussain chaired the review meeting in which 18 nodal officers from different departments briefed about the status of the public grievances.
During the meeting, it was decided that for revamping the grievance cell, a new Standard Operating Procedure (SOP) would be framed according to which all the grievances would be resolved within 10 working days.
The critical complaints would be disposed off within 30 working days.
All the concerned nodal officers were apprised about the new SOP and in case the department fails to resolve it within a stipulated timeframe then the case will be forwarded to the higher rank officers.
“This central grievance system aims to conduct a review meeting with all departments on regular basis so that all the public grievances with this office shall be resolved,” Hussain said.
Ways to streamline the mechanism of public grievance redresses were discussed in the meeting.
Under the revamped grievance redress system, the government aims to provide tools of accountability and service delivery.
“All the grievances were resolved from Budgam, Pulwama and Shopian districts and SDA while 90 percent from Baramulla, 70 percent from Srinagar and 10 days time was given to DC Srinagar for the pending 30 percent grievances. Eighty percent of grievances in SMC were also disposed off and a 10-day time frame was set for resolving the remaining cases. Most of the cases were from SSRB.”
