Haryana is poised to become the first State to invite social media users to interact with Chief Minister Manohar lal Khattar for faster and real-time redress of grievances.
The Additional Principal Secretary to the Chief Minister, Rakesh Gupta, who chaired a meeting on "Social Media Grievance Redress Mechanism" at Panchkula on Tuesday, said Haryana would launch an integrated Social Media Grievances Tracker - Twitter and Facebook-for faster and real-time redressal of grievances pertaining to different departments on May 15.
Gupta, while addressing the nodal officers, said that the online grievance redress mechanism is being set up to identify, process and resolve all relevant short-term complaints being sent by citizens to the Chief Minister Office (CMO) or the Government through social media.
In addition, the suggestions received by CMO through e-mails could also be processed through the system to ensure proper follow-up by the departments concerned. The tracker would provide a platform to the citizens to easily interact with the Government, he said.
He said that several State Governments are using social media, but Haryana is the first one to use a technical platform to monitor all grievances received by the Chief Minister on his Twitter handle, Facebook and e-mail. This would help monitor and ensure quick redressal of grievances, said he.
At CM Secretariat, the tracker would be operational under overall supervision of State-level Nodal Officer whereas City Magistrates would be nodal officers at district level. All the Nodal Officers would have to create their own official ID in order to reach out the citizens with real-time solutions. The technical and operational assistance would be provided by the firm OneDirect, added Gupta.
later, a meeting of all City Magistrates was also held where they were directed to use official e-mail accounts generated by National Informatics Centre for responding to the grievances on social media. Suggestions of the City Magistrates were also sought for further improvement in the new system of online grievances redressal mechanism.