Condition of roads, education and lack of transparency in government affairs bother people across the state the most, the analysis of the complaints received under the government’s ‘Aaple Sarkar’ initiative shows.
The online portal -- www.maharashtra.gov.in/1180/Aaple-Sarkar -- was launched on January 26 to resolve citizens’ issues and encourage participatory governance. In the first 18 days of the launch of the portal, 147 complaints have been on school education and sports, in addition to the 132 complaints on higher and technical education. Issues faced while dealing with the rural and forest department were raised by 192 citizens, and 159 complaints have been about the functioning of the urban development department.
The complaints are directed to the departments concerned in the secretariat, who then respond and resolve the queries. Of the 2,379 complaints registered so far, the government has resolved 516 complaints, with 80% people expressing satisfaction with the process.
“Currently, the grievance redressal is restricted to the state secretariat, but we plan to include all civic bodies, commissionerates and local self-governments soon to make it truly participatory. The system will help the government to gauge the mood of the public,” said Kaustubh Dhavse, officer on special duty in chief minister’s office, who is driving the initiative.
The portal has been equipped to analyse the data and flag sensitive words such as corruption, rape and jobs for a clear picture on people’s concerns.
Not just citizens, some bureaucrats, too, are using the portal to lodge complaints on glitches and lack of co-operation from other departments.
In the next stage, the CMO plans to set up a facilitation centre to help complainants, who come to the Mantralaya from various parts of the state, to key in their complaints and upload documents or letters.
Hearing people’s voice
The online portal -- www.maharashtra.gov.in/1180/Aaple-Sarkar -- was launched on January 26 to resolve citizens’ issues and encourage participatory governance
2,379 Complaints registered in 18 days of the launch of Aaple Sarkar
516 Complaints have been resolved
80% people are satisfied with the resolution of the complaint.
Most complaints against:
Rural and forest department: 192
Urban development department: 159
School education and sports: 147
Road development: 139
Higher and technical education: 132
Young and restless
* A majority of the complaints are from youngsters from urban areas
* Some of the bureaucrats, too, have filed complaints on official glitches and lack of cooperation from other departments
* The portal is likely to be integrated with collectorates and commissionerates by the end of April