Jaipur: The Rajasthan government’s push toward strengthening administrative accountability and citizen-centric governance under Chief Minister Bhajanlal Sharma’s “Good Governance” initiative is beginning to show visible results, with several departments recording high grievance disposal rates through the Rajasthan Sampark Helpline (181).
As part of the state government’s monitoring drive, Tourism and Art & Culture Department Secretary Shuchi Tyagi conducted a surprise inspection of the Rajasthan Sampark Helpline Control Room located at the Government Secretariat in Jaipur on Friday. During the visit, she reviewed complaint resolution mechanisms, interacted directly with complainants, and issued strict directions to officials regarding timely and quality-based grievance disposal.
Secretary Personally Interacts With Citizens
In a significant gesture aimed at improving administrative sensitivity, Shuchi Tyagi personally handled calls during the inspection and directly spoke with six complainants regarding issues related to tourism and Devasthan services.
Among them were Jaipur residents Mahesh Agrawal and Puran Singh, who informed the secretary about technical difficulties they were facing while applying under the “Pandit Deendayal Upadhyay Senior Citizen Pilgrimage Scheme.”
Taking immediate note of the issue, Tyagi instructed Devasthan Department officials to personally contact both citizens as soon as the fresh application process begins and ensure they receive complete assistance during the registration process.
More Read
Officials present during the inspection said the move reflected the government’s effort to bring senior administrative officers closer to public grievances and ensure faster problem resolution.
Departments Record High Disposal Rates
A detailed review of pending and resolved complaints revealed that several departments have shown notable performance in grievance redressal.
According to the latest data available on the Rajasthan Sampark portal:
More Read
| Department | Total Registered Cases | Resolved Cases | Success Rate |
|---|---|---|---|
| Devasthan Department | 2250 | 2117 | 94% |
| Tourism Department | 299 | 287 | 96% |
| Rajasthan Tourism Development Corporation (RTDC) | 59 | 59 | 100% |
| Jawahar Kala Kendra | 38 | 38 | 100% |
| Amer Development Authority | 06 | 06 | 100% |
Officials said these figures indicate increasing administrative responsiveness and stronger monitoring mechanisms within departments linked to tourism, culture, and religious affairs.
“Complaint Disposal Must Be Meaningful”
During the review meeting, Shuchi Tyagi emphasized that the government’s objective is not merely to reduce complaint numbers on paper or formally close grievances on the portal.
She instructed officers that grievance resolution must be “qualitative, satisfactory, and result-oriented” so that complainants receive actual relief rather than procedural responses.
The secretary also directed officials to:
- Strengthen follow-up mechanisms for pending complaints,
- Ensure accountability at departmental levels,
- Improve communication with complainants,
- And prioritize citizen satisfaction in the grievance redressal process.
CM Bhajanlal Sharma’s Governance Model
The inspection forms part of a broader governance initiative introduced by Chief Minister Bhajanlal Sharma, under which departmental secretaries are required to periodically sit at the Rajasthan Sampark Helpline control room and directly monitor complaint handling.
The initiative aims to ensure that citizens do not have to repeatedly visit government offices for issue resolution and can instead receive timely assistance through centralized administrative monitoring.
More Read
Government officials believe the system is helping improve transparency, responsiveness, and public confidence in administrative functioning.
Observers note that if implemented effectively, the model could become an important tool for strengthening public service delivery and reducing bureaucratic delays in Rajasthan.
