PMO Addresses Complaints to Fix Faulty Schemes
After Modi assumed office, the number of grievance mails sent to the PMO rose from 1.2 to 6 lakhs between 2014-15.
A six-time increase in grievance mails choking the response system of the PMO has urged Prime Minister Narendra to take immediate action.
The complaints came from almost all areas of service and governance.
When the PMO cleared all the redundant material and created a digital portal to register and process complaints with the help of a staff of 50, newer problems of policy and design glitches threatened to undermine the government’s efficiency.
To rectify the glitches, postal deliveries were reviewed and a mobile app with postal information was launched, the railways’refund system, income tax procedures were also given necessary changes, The Times of India reported.
Of 98 organisations in the central sector, 33 have a disposal rate of more than 90 percent....Officials feel the policy lessons are invaluable. The learning curve has led to improvements in EPFO, better facilities for Indian workers at missions, particularly in West Asia, swifter disposal of insurance and pension claims and more accountable distribution of BPL cooking gas connections.Times of India report
TOI quoted Anurag Jain who is the Joint Secretary of PMO as saying:
The motivation came from the top with the PM seeking improvements. This led to re-engineering of processes that boosted efficiency with the same staff strength. The PM’s ‘Pragati’ governance reviews helped and resulted in a superior rate of disposal. We are encouraging states to seamlessly integrate with our system.
Read the full story on Times of India.
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