CS directs to cut down grievance disposal time and strengthen citizen responsiveness

JAMMU, DECEMBER 12: Chief Secretary, Atal Dulloo today chaired a detailed review meeting of the JK Samadhan public grievance redressal system, taking an extensive assessment of grievance disposal performance across departments, districts, and their allied offices.

 The review meeting attended by all the Administrative heads along with Secretary Grievances, Niraj Kumar and other concerned officers was based on the latest data updated till 11 December 2025.

The Chief Secretary took this occasion to note that JK Samadhan has emerged as the central platform for transparent citizen-services monitoring and emphasized the need to further streamline responsiveness, improve appeal mechanisms, and enhance integration with CPGRAMS for seamless grievance handling.

During the review, the Department of Public Grievances (DoPG) informed that the platform has received 1,02,110 grievances to date, of which 88,091 have been redressed, reflecting an overall disposal rate of 86.27. The redressal patterns were also analysed separately for Samadhan-origin grievances (87.59% disposal) and CPGRAMS-linked grievances (76.35% disposal).

The Chief Secretary appreciated the progress in district-level citizen registration under JK Samadhan, noting that several districts have achieved exemplary household coverage with Ganderbal leading with 115%,Shopian (105%), and Kishtwar (101%) leading the list. The overall registration coverage across the UT stands at 69% of target households, the Secretary apprised the meeting.

A comparative month-wise trend analysis showed consistent citizen engagement, with grievance inflow peaking at 7,087 cases in February 2025, and sustained levels in subsequent months.

The meeting reviewed department-wise grievance loads and disposal efficiency. Key departments such as Revenue, PWD (R&B), Rural Development, Power Development, Housing & Urban Development, Home, and Jal Shakti reported the highest grievance traffic and were directed to ensure faster disposal and improvement in public satisfaction ratings. Several departments displayed strong performance, maintaining disposal rates above 85%, while others were instructed to reduce pendency further.

Performance of other major organisations including J&K Bank, Universities, BSNL, EPFO, SMVDSB, and Central Government entities was also examined. The Chief Secretary stressed the need for all stakeholder agencies to adopt uniform standards of citizen responsiveness.

A separate assessment of average time taken for grievance disposal revealed notable inter-departmental variations. While departments such as Tribal Affairs, Labour & Employment, Food & Civil Supplies, and Social Welfare demonstrated swift disposal times, others with higher workloads were advised to reduce delays and streamline follow-up processes. District-level analysis also highlighted Budgam, Ganderbal, and Anantnag among the faster-performing districts in grievance resolution.

The Chief Secretary also reviewed the citizen feedback dashboard, which recorded feedback on 8,704 grievances. While many departments received favourable satisfaction ratings and high responsiveness scores, certain departments were advised to improve citizen communication, especially in cases where users reported not receiving follow-up calls or messages from officials.

The DoPG apprised that BISAG-N has deployed a new system build (Version 2.6.2 RM) today morning, aimed at addressing existing technical issues. Initial observations, however, indicate areas that still require improvement, including the appeal mechanism, MIS synchronisation, feedback modules, and CPGRAMS integration.

The Chief Secretary directed the DoPG to continuously engage with BISAG-N to ensure full stabilization of the platform and resolution of the highlighted issues.

Reiterating government’s commitment to accountable and citizen-centric governance, Chief Secretary Atal Dulloo stressed that timely, transparent, and empathetic grievance redressal is a core responsibility of every department.

He urged all Administrative Secretaries, Heads of Departments, and District Administrations to bring down pendency levels, improve departmental communication with complainants, and ensure that every grievance stands resolved up to the satisfaction of the complainants.