Good governance and people’s participation are most crucial for overall development of the state. ICT offers many advantages in terms of efficiency and effectiveness of public affairs delivery mechanism. Effective use of IT & communication tools can transform the way citizens communicate with government.
Realising unprecedented power, technology has to offer, the Punjab government has launched a dedicated Web portal and mobile application ‘1905’ for citizens to register their grievances online. This dedcaited grinvance redressal system also has a dedicated corner for senior citizens to lodge their grievance.
This path breaking initiative offers a single window platform for the people to lodge grievances against departments of the state government. Today, Punjab government is providing public grievances to all the concerned departments and government agencies using ICT in urban as well as rural Punjab.
State of Punjab has been a pioneer in the field of e-governance and is progressing rapidly in its quest for creating a knowledgeable and informed world by harnessing ICT. Common citizens appreciate this form of governance as it is more convenient, resource saving and transparent. “1905.Punjab.gov.in” replaces the manual system with complete automation of processing of grievances.
As a process, when the complaint is filed through web portal or mobile app, the online tool registers the complaint. Once registered, every complainant receives an SMS/ email after the registration of grievance and complainants can also track the status while the process of complaint is on.
If a complainant does not receive any resolution to the complaint after speaking on helpline numbers within the time frame communicated by the employees at the helpline, or if the response is not as per her/his expectations then the complainant can reach Grievance Redressal Officers at the Sub-Divisional Level or at the District level.
In addition, complainants can directly reach the nodal officers in the respective offices and their contact details are provided in the helpline. Further, contact details of Public Grievance Officer (PGO) posted at all respective deputy commissioners in the state of Punjab are also given.
If not satisfied with resolution, the complainant can escalate the complaint further to the directorate of public Grievance registering their complaint at centralized web portal at http://publicgrievancepb.gov.in/.
It is only after obtaining the satisfaction of the citizen that the status of the complaint is posted as “closed” on the tool.
Transparency, instant availability of grievance & action taken/direction given on grievance, effective monitoring are the key benefits of this initiative. It is online, paperless and time saving mechanism to handle grievances in Punjab. The user-friendly new portal helps people getting their grievances redressed quickly and satisfactorily.