AAP govt solved 90% complaints in a year through monitoring system

The result was achieved as the government set up a centralised Public Grievance Monitoring System (PGMS) for digital submission and online monitoring of public grievances pertaining to various government agencies in the city.

PGMS received a total of 92,729 complaints in the above period out of which 42,452 were related to various departments under the Delhi government, 16,376 were against MCDs and 13,179 were against departments of Central government like Delhi Police, DDA etc.

“The Delhi government departments resolved 90.32 per cent grievances while 9.68 per cent cases are pending. Only 2.05 per cent grievances related to the Delhi government are overdue,” said a senior officer of PGMS. “The overall rate of resolution was around 85 per cent,” he added.

Interestingly, MCDs, which are often referred to as inefficient and den of corruption, resolved 84.46 percent cases through this system keeping behind the Central government departments which resolved 70.70 per cent grievances. 

“Maximum 24.38 per cent cases of the Central government departments are overdue followed by around 9.8 per cent overdue in MCDs,” added the officer.

Among the Delhi government department’s complaints, 15,175 complaints were received against the Delhi Jal Board out of which around 96 per cent were resolved up to the satisfaction of complainants. The second largest number of complaints, 4,830 complaints, were related to ration cards out of which over 90 per cent was resolved. A total of 11,045 complaints were related to the Delhi Police and 2,134 were against DDA. 72 per cent and 64 per cent cases were solved respectively.

“DDA has a maximum of 31 per cent over due and 35 per cent pending cases,” informed the officer.

Delhi Chief Minister Arvind Kejriwal himself received complaints on three days on Wednesday, Thursday, and Friday in the Janata Samvad programme. Besides, complaints received through various sources including the CM Office, letters to CM, emails, online complaints and also those referred by ministers and MLAs are processed through PGMS.

“We convert the complaints into digital forms and forward it to the concerned department to solve it within seven days. After receiving the Action Taken Report (ATR) the call centre calls the complainant to get the feedback which is divided in three categories — satisfied, partially satisfied and not-satisfied. If the complainant is not satisfied, the file is reopened,” explained the officer.