EKaaSel system to streamline the grievance redressal
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.