Public Grievance Monitoring System revived at secretariat

Following Lt Governor Najeeb Jung's instructions for speedy and proper redressal of citizen's complaints, Delhi government today announced setting up of an upgraded Public Grievance Monitoring System (PGMS) at the secretariat.
Apprising Jung about the system, a press statement issued by the government said a helpdesk has been set up at the Secretariat reception to have a direct interface with the public.
The helpdesk had become almost defunct since the fall of AAP government on February 14.
"A new PGMS has been established for redressal of complaints received from the public during public hearing session, by post and at the office of the Delhi Secretariat. A facility has also been provided to the citizens to register their grievances online," the statement said.

The system is working on paperless mode through PGMS portal through which brief details of the grievances are entered in the system, the grievances are scanned and then forwarded to the departments concerned for taking appropriate action in a time-bound manner, it added.
Around 200 departments have been connected through PGMS portal for timely disposal of the registered grievances. The concerned departments are required to upload their response/reply to the grievances within the stipulated time.

Jung had recently held a review meeting of the various helplines run by Delhi government and directed the officials to chalk out a proper plan for redressal of public grievances.

Jung had also given a direction for a proper review of complaints before registering them for better management of grievance redressal.
The Arvind Kejriwal-led government had set up a public grievance redressal system on January 13 which was directly monitored by Chief Minister's office, while AAP volunteers along with government officials redressed public complaints.
Following the launch of the helpdesk on January 13, hundreds of people had approached it with their complaints. In the past one month, around 10,000 complaints were received.
While hundreds of grievances were addressed by AAP government, many remain pending.