The Right to Services Commission of Haryana has introduced a pioneering “Auto Appeal System,” revolutionizing service delivery for citizens. The initiative was lauded by the Secretary of the Department of Administrative Reforms and Public Grievances (DARPG), V. Srinivas, during his visit to the state on December 27, 2024.
Key Highlights of the Visit
On the invitation of the Chief Commissioner of the Right to Services Commission, the DARPG delegation, led by Secretary V. Srinivas, visited several key establishments, including the Haryana Shehri Vikas Pradhikaran, Haryana Discoms, and the Antyodaya Saral call center. These visits showcased Haryana’s digitized and streamlined service delivery mechanisms.
The delegation also participated in a citizen interaction session conducted via video conferencing, observing the Commission’s focus on real-time grievance resolution in collaboration with senior officials.
Transformative Service Delivery in Haryana
The Right to Services Commission in Haryana has achieved significant milestones by ensuring that 422 notified services are delivered within stipulated timelines. Each office prominently displays these timelines for service delivery. Processes from the Antyodaya Saral portal to field offices are entirely digitized, ensuring transparency and efficiency.
The centerpiece of this transformation is the Auto Appeal System, which automatically escalates unresolved service delivery applications for prompt redressal. Rigorous monitoring of this system has greatly contributed to its success. Secretary V. Srinivas praised the initiative, emphasizing its role in ensuring timely resolution of applications and enhancing citizen satisfaction.
Collaborative Efforts
The DARPG delegation briefed the Chief Minister of Haryana on initiatives such as Special Campaign 4.0, e-Office, CPGRAMS, and other governance reforms. The delegation’s interaction with the Antyodaya Saral call center staff further emphasized the state’s commitment to providing efficient and citizen-friendly services.
This initiative demonstrates how technology and innovative processes can elevate governance standards, setting a new paradigm in service delivery for citizens.
