ਸੇਵਾ ਕੇਂਦਰਾਂ ਵਿੱਚ ਪੈਂਡਿੰਗ ਪਈਆਂ ਅਰਜ਼ੀਆਂ ਦੇ ਨਿਪਟਾਰੇ ਕਰਨ ਵਿੱਚ ਗੁਰੂ ਨਗਰੀ ਅੰਮ੍ਰਿਤਸਰ ਪੂਰੇ ਪੰਜਾਬ ਵਿੱਚ ਪਹਿਲੇ ਨੰਬਰ ਤੇ

ETVBHARAT

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00:00topped the pendency, the files, all the documents.

00:03How do you see it? How is the work going on?

00:06Actually, our district has the second highest number of applications

00:13from the service centers in the whole state.

00:16And for this reason, we have a shortage of officers here.

00:22But despite that, I am very happy that the teamwork

00:25and the rigorous review that is being done,

00:29and the delivery of the most important citizen services,

00:33has been performed very well by Mr. Amrit.

00:37And we are ensuring that we remain in this position.

00:41Because the important services of the citizens,

00:49their first point of contact is at the service centers.

00:55And the point is that if a citizen reaches the service center,

00:59then the seamless and transparent and timely service delivery

01:04is provided to them.

01:07So, we will definitely do that.

01:09When I came here, and after that there were elections,

01:14our position was very weak in the state,

01:18but now we have pulled up to the first position.

01:22We are trying to maintain this.

01:25Our employees who are working day and night

01:29to ensure that the citizens get the services on time,

01:35we recognize them as Employees of the Month every month.

01:39And we assure everyone that the resolution of any grievance

01:46or the delivery of citizen services,

01:49we will not close it so that the timelines can be met,

01:54but rather we are delivering those services.

01:57And in all the cases, we have had many cases of citizens

02:03when we started our work,

02:05that there was a timely redressal,

02:08then the query used to come again and again that

02:10the send-back cases should not be delayed.

02:12So, we also ensure that if someone is sending back for no reason,

02:17then we call the Dealing Hand every evening

02:21and if there is a genuine query, we resolve it.

02:25Otherwise, we also respond if there is any unnecessary harassment.

02:34So, thankfully, and the good thing is that

02:37our team has worked a lot.

02:42In fact, we are amongst the lowest districts,

02:45among the top 10 districts,

02:47we are among the lowest,

02:49and the cases of send-back are also very few.

02:54So, mostly our citizen services are towards delivery

02:59rather than rejection or send-back.

03:01So, we will ensure that we maintain this thing.

03:05And I would like to thank all the employees and the whole team,

03:10our DETC, especially Prince,

03:13they have done a great job on this.

03:16And we will continue to monitor this.

03:19And there are meetings at my level,

03:21but every day, the team of governance reform,

03:25DETC, they are reviewing this every day.

03:29If we talk about 1.5-2 years ago,

03:31the pendency rate was very high.

03:33How did you get along with the department?

03:36As of now, we have a WhatsApp group,

03:40we can see all the pendencies of the citizens.

03:43And in fact, the Punjab government has also made a system

03:47that if there is a file movement,

03:50the citizen also knows where my file has reached,

03:52he also knows the SMS.

03:54So, when the Punjab government has such an easy system,

03:58we ensure that our dealing hands do not get unnecessary papers

04:02or unnecessary queries.

04:04We examine every query.

04:06We don't ask anything useless.

04:08We didn't even ask the citizen

04:10that we are asking for information again and again.

04:13We have completely eliminated the problem of red tape.

04:17And in our WhatsApp group,

04:20we also see every day

04:22who has the highest pendency.

04:25We also call them.

04:27And the head of the department,

04:29every Wednesday,

04:31who has the highest pendency,

04:33consistently,

04:34every Wednesday,

04:35at 7 in the evening,

04:36we review at my level

04:38who has the highest pendency.

04:40The daily review is done at the level of AC grievances,

04:44the CM field officer,

04:46he reviews it daily,

04:47our Gursimranjit Kaur,

04:49the PCS officer,

04:50he reviews it daily,

04:51along with DTC prints.

04:53And wherever there is a problem,

04:55because many times it happens that

04:57the service is related to many departments.

05:00From Patwari sahib's login,

05:04he has taken the CM from our civil surgeon

05:08to the SDM's account.

05:11We don't just get it done from Patwari sahib's login.

05:16We see the entire transaction.

05:18Until the entire service is not delivered,

05:21we monitor it.

05:22In that, we count the pendency.

05:24We don't congratulate anyone

05:26that one person sent a chip from his card to another.

05:29That is not clearance of pendency.

05:31Pendency clearance is when the citizen is not satisfied

05:34that the service has been delivered on time.

05:37In some places, there is a complaint

05:39that it happens everywhere,

05:42like SDM or Patwari.

05:46In some places,

05:47the HR level officials who deal with the ID,

05:49they pend some files.

05:51Have they issued any instructions

05:53that people should take action?

05:55In fact, the ratio of parked files has also reduced a lot.

05:58That is what I am feeling.

06:00Our team has done a very good job.

06:02Because we have done the whole review.

06:05Our sendbacks are not that high.

06:07Our parked files have also been reduced.

06:09The first strategy that we used

06:14was that the pendency has gone from my account.

06:18Actually, because we look at the whole system.

06:21Now, the number of officers,

06:24the CM,

06:26the councillor,

06:28they have also been added to this software.

06:32They have also been mapped.

06:34With this, the Punjab government

06:37has integrated IT in all of us.

06:41This means that any citizen can see at any time

06:44which person has a pending pendency.

06:47This much transparency has come into the system.

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