eKaaSel to Address Grievances

Email

Lyonchhen Tshering Tobgay said that the online system is a platform for people to express their dissatisfaction, problems and to provide feedback related to public services offered in the country.

eKaaSel launched for people to express their grievances. (Source: http://www.kuenselonline.com)

 

To address the grievances of people accessing public services offered by the various ministries, an online system called eKaaSel was launched in Thimphu on 27 Dec 2017.

eKaaSel launched for people to express their grievances

Lyonchhen Tshering Tobgay said that the online system is a platform for people to express their dissatisfaction, problems and to provide feedback related to public services offered in the country.

He said that the Government to Citizen (G2C) services is one of the most important services available but at times, people were unable to avail of these services.

“When people had difficulty in availing of services or needed immediate service, or citizens who were not satisfied with the services, there was no platform to lodge their grievances and problems.”

The Officiating Chief of Public Grievance Services and Redressal Division (PGSRD), Lungten Zangmo said that people contacted the division through facebook, e-mail and would also visit the offices concerned when they had grievances and feedback to be made.

Some citizens are still not aware of the existence of eKaaSel

She said that the system went live from December 11 in 2017 but people were not aware of the system. Service delivery is incomplete without the redressal system and several reformative actions were taken to make the online system simple, effective and user-friendly, she said.

Currently, there are about 135 public services offered online, 120 Internet services and 15 mobile services.

An official from PSGRD said eKaaSel would provide a platform for transparency in the system, and that the service was open as it could be accessed from anywhere provided that the user has access to the Internet.

“The system has features that would enable grievances or feedbacks to be forwarded through email notification to the offices and includes reporting feature in the system.”

eKaaSel can be accessed from the citizen portal at www.citizenservices.gov.bt and to avail the service, a citizen is required to submit verification details. The citizen would have to provide a mobile number so as to be informed on the successful submission of the grievance.

A citizen can also track the status of the submission and a user guide both in English and Dzongkha was developed to assist users.

Procedures of the eKaaSel

Once a citizen lodges a grievance, it would be received and assessed by the PGSRD office after which it would be either notified to the citizen or to the head of the agency concerned. The grievance would then be further forwarded to the head of the department.

Lyonchhen Tshering Tobgay said that all complaints would reach the Prime Minister’s office and that a time period would be set within which the complaint related to a ministry would be resolved.

The status of the grievance would be updated through SMS notification to the citizen if the grievance were redressed, he said.

Press release from the division stated that the launch also aims to encourage citizens to participate in public service delivery initiatives towards making public services citizen-centric, and to strengthen accountability in public agencies.

It also stated that the division would create periodic reports on the system usage and applicability.

 

By Rinchen Zangmo (This article has been edited for the New Bhutan Times)

This article first appeared on Kuensel.

 

 


Related Posts

Thimphu Tech Park Expansion Begins

Thimphu TechPark begins work to expand its infrastructure with the ground breaking ceremony (Salang Tendrel) for a new...

Dec 22, 2017 14:51

Thimphu TechPark aims to attract foreign investment

The main mission of the company is to attract reputed IT/ITES companies from both within Bhutan and around the world to...

Oct 01, 2017 17:37

Techstars Startup Weekend Bhutan (Eco-Tourism): 54 Hours where...

The eventful weekend saw 130 keen people in attendance, of which 56 pitched ideas. This was the fifth time that such an...

Nov 29, 2017 08:46

43 Bhutanese Receive Australian Government Scholarships

The 43 Bhutanese awardees come from various sectors and were selected on the basis of their potential to help build...

Nov 25, 2017 10:03

Lunana to Enjoy Reliable Mobile Services

Bhutan Telecom’s (BT) general manager of marketing division, Penjore, said that the voice call and 2G services existing...

Dec 02, 2017 08:39

Policy will require all Govt. agencies to make services online

The lack of proper coordination for the implementations of ICT initiatives has resulted in duplication of efforts and...

Aug 17, 2017 10:28

Latest

News

11 Things To Know About Bhutan's New Prime Minister Dr Lotay Tshering

Dr Lotay is the president of the Druk Nyamrup Tshogpa (DNT) party that won 30 of the 47 seats in Bhutan’s third general election held on Oct...

Nov 13, 2018 10:20

Conference On ‘Improving Quality and Patient Safety in Health Care’ Held In Thimphu, Attended By International Delegates

“Their Majesties have, at all times, stressed on the importance of uplifting the lives of our people by improving and ensuring that public...

Nov 11, 2018 15:38

Features

Yak Farming In Haa, Bhutan Is Becoming A Vanishing Trade

Once an important source of livelihood for the people in Uesu Gewog, yak farming has seen its popularity wane over the years as younger...

Nov 12, 2018 16:19

Efforts Made To Preserve Bhutan’s Unique Tradition Of Zhey

Zheys are described as traditional Bhutanese folk songs. They are also sometimes referred to as classical dances.

Nov 06, 2018 15:13

Sports

Female Archer Dorji Dema Hopes To Inspire More Women To Take Up Archery In Bhutan

Dorji Dema, a mother of three is among the first women in Bhutan to play in an archery tournament.

Nov 05, 2018 08:11

Bhutanese Bagged Gold In Both Men And Women’s Category In The Scenic But Gruelling Laya Run

In a gruelling race where both locals and foreigners participated, Bhutanese won gold medals in both the men and women’s category.

Oct 24, 2018 18:01

Business

According To The World Bank, Bhutan Ranked 81st In Ease Of Doing Business Report 2019

The rankings were determined by sorting the aggregate scores on 10 parameters, each consisting of several indicators.

Nov 05, 2018 15:45

Bhutan’s First Entrepreneurship Festival Held In Thimphu To Foster The Spirit Of Innovation

A book entitled “Entrepreneur Stories” was also launched at the opening of the festival. The stories are expected to encourage young...

Oct 29, 2018 15:48

Travel

Discover The Wonders Of The Black-Necked Crane Festival – A Day Devoted To These Graceful Birds In Bhutan

This unique festival will leave a lasting impression on you. With more than a hundred villagers participating, see the fascinating masked...

Nov 09, 2018 21:39

The Theme Of Bhutan’s Jhomolhari Festival 2018 - Living In Harmony With The Ghost of High Mountains

The theme of this year’s festival 'Living in Harmony with the Ghost of High Mountains' is centred on the conservation of the elusive yet...

Nov 02, 2018 16:20

Lifestyle

17th Annual National Design and Art Competition Held In Thimphu To Showcase Bhutanese Art

The competition had three categories – gho, kira and embroidery before 2017. Since then, two new categories - traditional painting and...

Nov 13, 2018 17:24

Cultural Festival To Be Held In Thimphu To Celebrate Gross National Happiness Day On 11 November

According to the press release, the GNHCB’s President, HRH Princess Kesang Choden Wangchuck and other officials would also attend the...

Nov 08, 2018 08:39

Subscribe to our newsletter

Never miss out on new happenings and news stories!