Soon, a portal to complain against Goa govt employees

Panaji: People in Goa can raise public grievances against any govt employee without any hassle as the state govt has decided to develop a web-based platform for citizens if services are delayed or denied.A grievance redressal mechanism will automatically route the grievance to the appropriate authority for resolution within specified timelines, ensuring accountability at every level. The portal was developed to implement the Goa Right of Citizens to Time-Bound Delivery of Public Services Act 2013, ensuring efficient service delivery, accountability and citizen satisfaction.The platform will incorporate modules for managing online and offline application tracking, hierarchical multilevel escalation up to ministry level and proactive reminder and notification services.A senior govt official said that the proposed system aims to digitise and streamline the delivery of public services under the provisions of the above Act. Through workflow automation, service requests will be electronically tracked from submission to completion, minimising manual intervention, and delays. Each department’s process will be mapped into the system, ensuring that applications move seamlessly between officials according to defined timelines and responsibilities. “The system will also feature real-time monitoring and dashboards for administrators and citizens. Govt officials can track pending and completed requests, identify bottlenecks and ensure timely service delivery, while citizens will be able to check the live status of their applications, promoting transparency and trust,” a senior govt officer said.To ensure smooth adoption and sustainability, the project includes comprehensive training programmes for govt staff to familiarise them with the system’s functionalities and processes, a senior govt officer said. Additionally, hosting and maintenance services will be provided to guarantee system reliability, data security and continuous performance optimisation.Referring to time-bound service delivery, a govt officer said that the Act mandates various public services to be delivered within stipulated time limits. For instance, services related to the Department of Education are to be provided within seven days.“Employees will be held accountable for delays in service delivery with outlined liabilities and penalties,” a govt officer said.