Kashmir Indepth

CS reviews RAS feedback on online services, takes note of public opinion
Appeals to the public to share feedback in large numbers and strengthen the participatory model of governance

SRINAGAR, JULY 19: The Chief Secretary, Dr. Arun Kumar Mehta, today chaired a meeting with the concerned Administrative Secretaries to review the implementation of the Rapid Assessment System (RAS) in Jammu and Kashmir and the nature of feedback being received.
It was informed that a total of 209 online services of 29 departments have been taken up for integration with the Rapid Assessment System (RAS) which provides for automated reach out to citizens seeking feedback on the quality of services availed by them.
It was informed that the ‘Domicile Certificate’ service of the Revenue Department has received the maximum feedback/ response with 73% of users rating the quality of service delivery as “Good”, 9% as average and 18% as bad. Moreover, 92% of applicants for ‘Marriage Certificate’ through the Revenue Department also voted their experience as “Good” while 8% of users voted as bad.
It was further revealed that the Power Development Department is processing the online bill payments through the android application of the Department; third-party payment applications; and the departmental website. These services are receiving appreciation from the public as is reflected from RAS approval readings of 92%, 86% and 92% respectively. The Department’s service for ‘Approval for diesel generator set installation’ received a 100% ‘Good’ rating.
With regard to the Labour & Employment Department, service seekers gave 100% approval ratings to the digital services for renewal of contractor certificate, new contractor registration, and registration under the Motor Transport Workers Act 1961.
Similarly, 82% of citizens who availed ‘Post-Metric Scholarship for Pahari speaking people’, 65% respondents for ‘IGNOAPS’ and 60% for ‘ISSS’ of Social Welfare Department rated the services as “Good”, whereas, 75% of the responses received for ‘Age Certificate’ 77% for ‘Fitness Certificate’, and 68% for ‘Physically Challenged Certificate’ services from the Health and Medical Education Department rated the services as “Satisfactory”. The services for issuance of Birth (93%), Death Certificates (73%); online building permission (73%) being provided by the H&UD Department and the Customized Livelihood Scheme of Mission Youth (83%) also received positive citizen feedback.
Moreover, services like Social Welfare Department’s Post Matric Scholarship for SC/OBC/EBC/DNT and Pension for victims of militancy; Fisheries Department’s Permission for Fishing; and Revenue Department’s Issuance of SC/ST Certificates revealed poor experience by the service seekers.
Reviewing the average and negative feedback on specific services, the Chief Secretary directed the departments to ascertain the cause of public dissatisfaction and immediately take remedial action, besides introducing innovative measures to enhance public approvals. He enjoined upon the concerned officers to undertake regular analysis of the quality of services being provided through RAS and take timely corrective interventions to raise public satisfaction with regard to their services.
It was observed that in response to the 6.00 lac reach-outs through RAS, 23,265 feedbacks were received back. Referring to the feedback as a pillar of support in participatory governance, Dr. Mehta appealed to the public to enthusiastically participate by sharing their feedback on the wide range of departmental services. “This will allow the Government to assess public expectations and identify areas requiring further improvements”, he added.

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