Vijayawada: The govt has found that citizen satisfaction levels in grievance redressal has come down to 35 percent in Nov from a high of 64 percent in July. GAD secretary S Suresh Kumar, in his presentation at the recent collectors’ conference, said district collectors need to look into grievance redressal carefully to improve public rating. He said citizen satisfaction levels came down to 55 percent in Aug and further dipped to 49 percent in Sep.
Though it recovered to reach 50 percent in Oct, it again dropped to an all-time low of 35 percent in Nov. He said a staggering 65 percent people were not satisfied with the grievance redressal being handled by the district collectors. “We conducted a survey through IVRS and other methods to gauge public satisfaction levels with regard to resolution of public complaints. The satisfaction levels were found to have come down to just 35 percent in Nov,” said Suresh Kumar.
Intervening in the discussion, chief minister N Chandrababu Naidu said there is clear mismatch in the total number of complaints addressed by the district collectors and public satisfaction levels, and wanted the officials to look into the issue seriously. “Though complaints resolved by the collectors are very high, the satisfaction levels are low. It’s a big mismatch. It means the quality of our grievance redressal system needs to improve a lot. Dissatisfaction among the public will lead to mistrust,” he said, while adding that Prime Minister Narendra Modi also pointed out this issue at a recent meeting.
He directed collectors to personally speak to at least 10 percent of the complainants directly and find a way to resolve them. He wanted them to attend all the petitions submitted by public representatives. “This is political governance. There should be no compromise on attending petitions submitted by MLAs and MPs,” Naidu said.
