Exercise begins to select agency having professionals
*First ever step to help in mitigating grievances of citizens
Mohinder Verma
JAMMU, Aug 22: In a first of its kind step aimed at mitigating the grievances of the people and to bring improvement in its services, the Revenue Department of the Union Territory of Jammu and Kashmir is going to establish 24*7 Call Centre with trained professionals to register complaints and suggestions and obtain the resolution status after forwarding the same to the concerned officers.
Official sources told EXCELSIOR that in order to further improve the overall effectiveness of the various services being offered to the citizens, the Revenue Department has set into motion an exercise for establishment of first ever 24*7 Call Centre managed by trained professionals by inviting tenders from the bonafide agencies having experience in similar nature of work in India of at least past seven calendar years.
The Call Centre will answer queries of the citizens regarding the services provided by the department and will also register complaints, grievances and suggestions and forward them to the concerned officers of the department for redressal, obtain the resolution status and accordingly will update the complainant.
The queries and complaints will be directed to the Call Centre professionals who would respond to the citizens through voice media. The Call Centre professionals will answer citizen queries related to services provided, procedures for securing services, grievances, complaints, suggestions, contact numbers of concerned officers and status of service requests etc.
“The Call Centre will also log grievances of citizens into the complaint registration software of the Revenue Department and transfer the information to the concerned officer. Moreover, the pending complaints will be escalated to higher level and if need arises the Revenue Department will also assign the function of monitoring online services to the Call Centre”, sources informed.
Making phone calls to citizens, organizations and agencies on various issues as necessary from time to time, providing information about calls received and actions taken to the designated officers of the Revenue Department on a daily basis and furnishing detailed monitoring reports grievance wise/department wise and office-wise and also the summary reports at the end of the month will also be the work of the Call Centre.
After awarding the contract to the successful vendor, the Revenue Department will organize appraisal sessions for the Call Centre professionals for familiarizing them with the Revenue services, application procedures for citizens contract particulars of important officers and processes for grievance handling etc.
A senior officer of the department said that Revenue Department is providing a range of services to the citizens of J&K which includes “Apni Zameen Apni Nigrani” and other online services. Recently, the department initiated various programmes to bring about holistic improvements in service delivery as convenient to the citizens, efficiency in revenue hierarchy and considerable progress has been achieved in this direction by streamlining of work procedures, improvement in work culture and greater transparency in interaction with stakeholders.
Stating that Revenue Department is committed to the cause of continuous improvement in services with its vision to be “efficient, effective, equitable, citizen-responsive, financially sustainable and transparent”, the officer said that Information Technology is a crucial enabler in the path of technological advancements.
“There is a need to have the necessary IT systems and infrastructure in place but at the same time we must ensure that the requisite processes, staffing and governance model should be in place to ensure that the full benefits are obtained”, he said, adding “the Revenue Department desires to further improve the overall effectiveness of various services that would enable it to carry on its vision and establishment of Call Centre is a step in this direction”.
He further said that vender will be selected for a period of two years and the contract will be extendable for a period of further one year.
“The Revenue Department forms the backbone of the civil administration through which it reaches the remotest corners of the UT. The land being the most important and the material possession of the citizens, proper maintenance of its records is of paramount public importance. The performance of the Revenue Department assumes significance as it secures social and economic welfare of the people”, he said.
It is pertinent to mention here that UT of Jammu and Kashmir comprises two Divisions, 20 Districts, 49 Sub-divisions, 207 Territorial Tehsils, 558 Niabats, 1662 Patwar Halqas and 6860 Villages.
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