Jaipur. Department of Information Technology and Communications (DoIT) Commissioner Himanshu Gupta on Thursday inspected the Rajasthan Sampark Helpline-181 control room located at the Secretariat and reviewed the disposal of complaints related to departmental services. During the inspection, he directly communicated with the complainants and took information about their complaints and the status of their disposal. While giving instructions to the officers for quick, quality and timely disposal of complaints, he said that Rajasthan Sampark is an important medium of communication between the general public and the government and effective resolution of every complaint should be ensured. Himanshu Gupta gave instructions to analyze the root causes of the complaints, develop permanent solutions, dispose of the pending cases quickly and take necessary steps to improve service delivery. During this, he took information about the arrangements from the call executives working in 181 centers and also honored the good workers. During inspection, it was found that as per the data presented, out of total 16,571 complaints related to DoIT services, 16,158 complaints have been resolved. The complaint disposal rate has been 97.51 percent, while only 413 complaints are pending. The citizen satisfaction rate in the resolved complaints has been recorded at 82.66 percent. Expressing satisfaction over this performance, he directed the officers to make continuous efforts to further improve the level of citizen satisfaction.
It is noteworthy that as per the instructions of Chief Minister Bhajan Lal Sharma, with the aim of quick disposal of complaints related to the general public, secretaries of various departments are present at the Rajasthan Sampark Helpline-181 control room on scheduled dates and directly communicating with the complainants. Through this initiative, along with effective and timely resolution of complaints, citizens are also being informed about the progress of their complaints. Through the helpline, common people can register their complaint sitting at home and get information about its resolution.
Officials from Rajasthan Sampark, DOIT and related departments were present during the inspection.
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