EKaaSel sys­tem to stream­line the griev­ance re­dres­sal

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eKaaSel- On­line Griev­ance Re­dres­sal Sys­tem was launched on 27 De­cem­ber. The eKaaSel sys­temis de­vel­oped with the pri­mary ob­jec­tives to stream­line the griev­ance re­dres­sal as­pect of ser­vice de­liv­ery through an on­line chan­nel of com­mu­ni­ca­tion, en­cour­age more cit­i­zen en­gage­ment and par­tic­i­pa­tion in Pub­lic Ser­vice De­liv­ery ini­tia­tive to­wards pub­lic ser­vice cit­i­zen-cen­tric, to strengthen the ac­count­abil­ity mech­a­nism in pub­lic agen­cies.

The press re­lease from the Pub­lic Griev­ance Ser­vices and Re­dres­sal Di­vi­sion states that with the gov­ern­ment in­creas­ingly ac­cel­er­at­ing re­forms on pub­lic ser­vice de­liv­ery ini­tia­tive, the griev­ance re­dres­sal com­po­nent has be­come a crit­i­cal as­pect, es­pe­cially in con­text of strength­en­ing cit­i­zen en­gage­ment in the pub­lic sphere.

To­wards this, the on­line griev­ance re­dres­sal sys­tem, eKaaSel has been de­vel­oped to serve as a one-stop plat­form for re­ceiv­ing, as­sess­ing, and re­solv­ing mul­ti­far­i­ous feed­back or griev­ance on pub­lic ser­vices. It uni­fies the en­tire stake­holder from the Gov­ern­ment side, start­ing from the Of­fice of the Prime Min­is­ter and Cab­i­net Sec­re­tariat to the Heads of the in­di­vid­ual de­part­ments of­fer­ing the ser­vice, with the cit­i­zen avail­ing the ser­vice, un­der a com­mon plat­form.

Ly­onch­hen Dasho Tsh­er­ing Tob­gay said that one of the core re­spon­si­bil­i­ties of the gov­ern­ment is to pro­vide ser­vice to the pub­lic, wherein re­dress­ing griev­ance is a crit­i­cal mea­sure of how ef­fec­tively the ser­vices are pro­vided to the cit­i­zen.

Of­fi­ci­at­ing Chief of the Pub­lic Griev­ance Ser­vices and Re­dres­sal Di­vi­sion (PGSRD), Lungten Zangmo said that the launch of eKaaSel sys­tem, the on­line drievance re­dres­sal mech­a­nism de­mands sig­nif­i­cant mile­stone of pub­lic ser­vice de­liv­ery ini­tia­tive. “We all agree that ser­vice de­liv­ery is in­com- plete with­out griev­ance re­dres­sal com­po­nent.”

To reach sys­tem to this level it has gone lot of re­for­ma­tive ac­tion to make it ac­ces­si­ble, sim­ple and user friendly for the ap­pli­cant and cit­i­zen in gen­eral.

Cur­rently there are 135 on­line ser­vices sys­tem work­ing in the coun­try. It captures the ten min­istries with agency users mapped to the Sec­re­taries and Heads of Depart­ment.

Prime Min­ster dur­ing the launched said that if the peo­ple have any is­sue re­gard­ing the gov­ern­ment ser­vices or if they have any com­plaints, they can di­rectly com­plain us­ing the on­line ap­pli­ca­tion. A per­son can im­me­di­ately or di­rectly file com­plaints with the in­di­vid­ual de­tails with­out vis­it­ing him per­son­ally. With that he is go­ing to for­ward the is­sue to ten min­istries with the given pe­riod and dis­cuss over it.

eKaaSel can be ac­cessed from the cit­i­zen por­tal (www.cit­i­zenser­vices.gov. bt) and is an open sys­tem. An ap­pli­cant is re­quired to sub­mit ver­i­fi­ca­tion de­tails, along with a valid mo­bile num­ber to en­able re­ceipt of SMS no­ti­fi­ca­tion upon suc­cess­ful sub­mis­sion of the griev­ance. Us­ing the ap­pli­cant ID, the ap­pli­cant can track the sta­tus of the sub­mis­sion. To as­sist the users in avail­ing the fa­cil­ity, a com­pre­hen­sive user guide is de­vel­oped and avail­able from the por­tal.

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