From now on, when you avail online public services, if anything goes wrong or if the service isn’t satisfactory, you can let the G2C office know about it and get things working. This can be done through eKaaSel, an online grievance redressal system of the G2C office.
Launched earlier today, the system will entertain any complaint and grievance expressed in regards to poor or inefficient public services.
Over 130 public services can be accessed online today, but poor network and system breakdowns often make the services slow or inaccessible. The G2C office says its online grievance redressal system will serve as a one-stop platform to receive, assess and resolve all complaints or feedback on public services.
At the launch, the Prime Minister said the system is critical in strengthening public service delivery. “There might be instances where people would have found it inconvenient to access online services, or not getting the services in time, and not getting the desired services,” Prime Minister said.
“In such circumstances, there is no where they can go to file complaints. So, that is why there is this need for eKaaSel. With this system in place, people need not come in person to file their complaints. It will all come to my office. ”
eKaaSel can be accessed from the Citizen Portal-www.citizenservices.gov.bt. The system will require an applicant to verify their feedback along with their mobile phone number. The receipt of the grievance will be notified through a SMS notification.The users can also track their applications and check records of actions performed on their grievances.
The application will be directed to the Cabinet Secretariat who will assess the application before forwarding it to the concerned ministry or department for further action.
The system is intended to enhance transparency and accountability in public service delivery.
