DARPG Delegation Studies Public Grievance Redressal in Bihar
On January 3, 2025, a senior-level delegation from the Department of Administrative Reforms and Public Grievances (DARPG), Government of India, visited Bihar. The delegation was led by Shri V. Srinivas, Secretary of DARPG and the Department of Pension and Pensioners Welfare. The primary aim of this visit was to study the implementation of the Bihar Right to Public Grievances Redressal Act (Bihar RPGP Act) and the Bihar Right to Public Services Act (Bihar RTS Act). The delegation included key officials such as Shri Puneet Yadav, Additional Secretary, Smt. Sarita Chauhan, Joint Secretary, Shri Suvashish Das, Director, and Shri Hari Kiran Bhatt, Deputy Secretary.
Engaging with Bihar’s Leadership
During their visit, the DARPG delegation met with the Honorable Deputy Chief Ministers of Bihar, Shri Samrat Chaudhary and Shri Vijay Kumar Sinha. The discussions focused on several critical areas, including the effective redressal of public grievances, the CPGRAMS portal, and initiatives aimed at institutionalizing cleanliness while reducing backlog. The delegation also explored the digital empowerment of pensioners and examined the best practices employed by the Government of Bihar under the Right to Public Grievances Act and the Right to Services Act.
The meetings provided valuable insights into the operational frameworks that Bihar has established for grievance redressal. The Deputy Chief Ministers shared their perspectives on the challenges and successes encountered in implementing these acts. This interaction highlighted the importance of collaboration between state and central governments in enhancing public service delivery.
In-Depth Official Meetings
The delegation held several official meetings with key figures in the Bihar government, including Shri Amrit Lal Meena, Chief Secretary of Bihar, and Shri B. Rajender, Additional Chief Secretary. They also met Dr. Pratima, Secretary to the Government and Additional Mission Director of the Bihar Prashasanik Sudhar Mission. These discussions centered on the implementation of the Right to Public Grievances Act and the Right to Services Act.
A significant focus of these meetings was the Grievance Appellate Officer Procedure and improved records management practices. The delegation was keen to understand how these systems functioned in practice. They visited the SAMADHAN and JIGYASA call centers, where they received a presentation on the impact of the Bihar RPGP Act and the Bihar RTS Act. This hands-on approach allowed the delegation to observe the processes in action and assess their effectiveness in real-time.
Observing Grievance Redressal in Action
The delegation’s visit included a tour of the State Public Grievance Receipt Centre and the Office of the District Grievance Redressal Officer in Patna. Here, they observed the grievance hearing process and the subsequent redressal of complaints. This experience provided them with a firsthand look at how grievances are managed and resolved at the district level.
The Bihar Right to Public Grievances Act, enacted in 2015, empowers Grievance Officers with quasi-judicial powers. These officers can summon Project Implementation Authorities and issue reasoned orders after conducting hearings. This structured approach to grievance redressal is considered an innovative national best practice. The delegation’s observations underscored the importance of such frameworks in ensuring accountability and transparency in public service delivery.–
Observer Voice is the one stop site for National, International news, Editor’s Choice, Art/culture contents, Quotes and much more. We also cover historical contents. Historical contents includes World History, Indian History, and what happened today. The website also covers Entertainment across the India and World.