eKaaSel to Address 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.

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

Bhutan’s Satellite Deployed From ISS Along With Limited Edition Stamps Launched To Laud Event

Live-streamed on YouTube, representatives from various countries and institutes gathered at the Japan Aerospace Exploration Agency (JAXA) in...

Aug 11, 2018 16:08

Daily Professional Fee Proposed For Tour Guides To Boost Tourism In Bhutan

Such an initiative is also thought to help boost the image of the profession in Bhutan and retain senior tour guides.

Aug 10, 2018 12:09

Features

In Commemoration Of World Elephant Day, Bhutan Records 678 Elephants, Up From 513 In 2011

There are 678 elephants in Bhutan, according to the second edition of the National Elephant Survey Report.

Aug 15, 2018 12:54

Discover Raju’s Passion For Making The Traditional Bhutanese Bow And Arrow

The class VI drop-out earns at least Nu 8,000 a month by making bows and arrows.

Aug 08, 2018 16:09

Sports

The Myriad Of Sporting Facilities Constructed In Bhutan To Promote Healthy Living

The government in its 11th FYP report stated that it undertook the development of various infrastructure and institutions to promote sports...

Jul 29, 2018 08:33

Adolescent Girls In Bhutan Learn About Health And Sanitation Through Weeklong District Cricket Championship

The national nutrition survey 2015 conducted by the Ministry of Health and UNICEF Bhutan found anaemia in adolescent girls to be a critical...

Jul 21, 2018 16:29

Business

Start-up Centre In Bhutan Held Session To Provide Advice On Doing Business For Entrepreneurs

Guidance was provided during the first session on starting a business held at the newly established start-up centre at Changzamtog, Thimphu.

Aug 14, 2018 12:06

SDF To Develop E-Commerce Platform And Support Start-Ups In The South Asian Region

The SDF has already achieved and disbursed US$ 47mn for 12 cross-border projects.

Jul 24, 2018 09:03

Travel

About 91 % Of International Visitors Intend To Revisit Bhutan And 85 % Want To Recommend Nation Of Happiness To Others

The majority (80.4 %) of the international visitors expressed that the culture and traditional charm attracted them to Bhutan.

Aug 13, 2018 12:11

DrukAir To Fly Between Bhutan And Singapore Via Guwahati Starting Sept 1

The new flight will connect Paro to Singapore via Guwahati.

Aug 09, 2018 10:37

Lifestyle

Bhutanese Film 'Honeygiver Among The Dogs' To Make Singapore Debut At Buddhist Film Festival

"Honeygiver Among The Dogs" will be the first film by a Bhutanese director to be screened at the annual Buddhist film festival in Singapore.

Aug 16, 2018 11:16

Gokab – The First Dance Studio To Be Registered In Bhutan For Dancing Enthusiasts

Gokab, a youth group comprising of mostly dance enthusiasts, has seen a healthy growth of membership numbers since its inception in 2015.

Aug 12, 2018 15:44

Subscribe to our newsletter

Never miss out on new happenings and news stories!