While inspecting the call center, the EGS Commissioner directly interacted with the complainants over the phone to gather firsthand feedback. She issued clear instructions to the officials, emphasizing that every complaint registered on the portal must be resolved in a high-quality and time-bound manner. Addressing problems on a priority basis, she noted, will further strengthen the public’s trust in the government system and public services.

Over 69,000 Complaints Successfully Resolved

During the review, Mrs. Satyani shared statistical insights regarding the Employment Guarantee Scheme department. She informed that a total of 71,964 complaints related to the department have been received on the Rajasthan Sampark Portal so far. Out of these, a massive 69,164 grievances have already been successfully resolved.

According to the official data, the department is taking an average of 14 days to resolve a complaint. Thanks to this swift action, the complainant satisfaction rate on the portal has been recorded at a positive 72.88 percent.

Complainants Share Their Ground Reality on Phone

Present at the call center, the Commissioner spoke via telephone to complainants from various districts to understand the ground reality. During the conversation, Pintu from Bhilwara, Mahipal from Banswara, and Sunita from Kota shared that they were facing difficulties in getting their job cards issued. However, within a few days of registering a complaint on 181, their issues were permanently resolved.

Similarly, Kanji Meena from Sawai Madhopur and Dharmaraj from Jhalawar expressed their satisfaction regarding the timely disposal of their grievances and appreciated this proactive initiative by the state government.

Conclusion

Following the directives of Chief Minister Mr. Bhajanlal Sharma, the administration’s proactiveness regarding public grievance redressal has significantly increased in the state. The Chief Minister has mandated that secretaries of all departments must visit the ‘Rajasthan Sampark Helpline 181’ control room on designated dates to communicate directly with the complainants. The EGS Commissioner’s inspection was a part of this very system, through which common citizens are availing swift benefits of government services by registering their complaints right from their homes.

In a major push toward digital governance and administrative accountability, the Rajasthan government is shifting its focus from merely closing complaints to resolving their underlying issues. On Tuesday, Dr. Ravi Kumar Surpur, Secretary (Planning, Statistics, and IT), conducted a surprise inspection of the ‘Rajasthan Sampark Helpline 181’ control room at the Government Secretariat. The primary objective was to streamline Jan Aadhaar services and ensure transparency across the state’s E-Mitra network.

Strategy for Permanent Resolution: ‘Root Cause Analysis’

During the inspection, Dr. Surpur directed officials to move beyond the superficial disposal of grievances. The department is now adopting a ‘Root Cause Analysis’ (RCA) methodology.

Dr. Surpur’s Vision: “Our goal is not just to close a file but to understand why a problem occurred in the first place. By identifying the root cause, we are implementing systemic reforms that prevent the same issue from recurring for other citizens. This will enhance service quality and strengthen public trust in the administration.”

New Guidelines for Jan Aadhaar and E-Mitra Centers

The Secretary expressed concern over the rejection of applications related to Jan Aadhaar—specifically for adding, removing, or correcting names. To resolve this, he issued the following directives:

1. Simplifying Name Changes: The process for changing children’s names must be simplified so that citizens do not face unnecessary hurdles.
2. WhatsApp Training for E-Mitras: All E-Mitra operators across the state will be provided with the correct procedural information for name changes via WhatsApp to ensure they guide citizens accurately.
3. Category Mapping: Officials were instructed to ensure precise category mapping for grievances related to death certificates and pensions so that files reach the correct department without delay.

On-the-Spot Solutions: Direct Dialogue with Citizens

Demonstrating the spirit of “Su-Sashan” (Good Governance), Dr. Surpur and IT Commissioner Mr. Himanshu Gupta interacted directly with complainants present at the control room:

• Support for the Specially Abled: Complainant Pankaj Bhatt sought help for his brother’s Aadhaar card and pension; officials ordered immediate action.
• Data Updates: In the case of Shyamlal, who needed to update mobile and Aadhaar details on a birth certificate, an immediate resolution was ensured.

Report Card: Planning Department Leads with 97% Disposal Rate

Recent data from the Sampark Portal highlights the effectiveness of these departments:

• Planning & Statistics Department: Out of 83,337 cases filed over the past year, 97% (81,075) have been successfully resolved, with an average resolution time of just 14 days.
• IT & Communication Department: This department achieved a 96% disposal rate for 15,105 complaints, taking an average of 16 days per case.

Conclusion

Following the directives of Chief Minister Bhajanlal Sharma, high-ranking secretaries are now personally monitoring the 181 Helpline. This “Doorstep Governance” model is positioning Rajasthan as a leader in digital service delivery, ensuring that citizens can resolve their issues from the comfort of their homes.

Disclaimer: This report is based on official inspection notes and data released by the Department of Information Technology and Communication, Government of Rajasthan. For the latest status on your grievances, please visit the official portal (sampark.rajasthan.gov.in).