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

General Election 2018: DNT To Head New Government In Bhutan

This is Bhutan’s third general election. The primary round of elections was held in September, where four parties contested to make it to...

Oct 19, 2018 18:51

Surgery To Separate Bhutanese Conjoined Twins Postponed

One of the twins' health has declined, revealed late night tests just before surgery on Friday.

Oct 12, 2018 16:27

Features

Constructive Steps Taken To Mitigate Impact Of Glacial Lake Outburst Flood (GLOF) In Lunana, Bhutan

Lunana houses four major lakes-Thorthomi, Raphstreng, Luggye and Baytsho. So far, the Thorthomi and Raphstreng lakes are two of the 25...

Oct 20, 2018 08:58

Discover Drupthob Chagzampa – The Great Iron Bridge Builder Who Constructed At Least 60 Suspension Bridges In Bhutan And Tibet

Revered as Drupthob Chagzampa or the ‘Great Iron Bridge Builder’, he was an early and unequalled master of engineering skills.

Oct 14, 2018 16:33

Sports

Bhutan's 'Judo Girl' Fighting For Her Sport Back Home

By competing at the Youth Olympic Games Bueno Aires 2018, 16-year-old Yangchen Wangmo is blazing a trail for judo in the small archery-mad...

Oct 10, 2018 12:45

Two Para Athletes To Represent Bhutan At 3rd Asian Para Games (6-13 Oct) In Palembang, Indonesia

Organised by the Asian Paralympic Committee, the Asian Para Games will be held from 6 - 13 October in Jakarta - Palembang, Indonesia.

Oct 06, 2018 13:06

Business

Bhutan’s DHI Business Acceleration Programme Partners With the University of Texas’s IC2 Institute To Draw On Their Expertise

The press release states that DHI has hired the services of IC2 Institute under the University of Texas, USA as a partner for the programme.

Oct 16, 2018 17:08

Bank At Your Doorstep – Bank Of Bhutan Introduces ‘Banking On Wheels’

Bank of Bhutan (BoB) introduced ‘banking on wheels’ on 3 Oct 2018. It travels to various areas in Thimphu on a fixed weekly schedule.

Oct 09, 2018 17:36

Travel

A Run Unlike Any Other, Get Up Close With Charming Locals And The Magic Of Bhutan’s Highlands In The Laya Run

The third edition of the Laya Run will take place on October 23 from Panjothong to Laya.

Oct 18, 2018 17:14

Be Intrigued By The Kunzang Khorlo Graph Found On The Walls Of Monasteries In Bhutan

In Bhutan, the circular or full wheel style of artistic poetry is found on the walls of many temples and dzongs as one enters the premises.

Oct 13, 2018 18:01

Lifestyle

Condé Nast Traveller’s Readers’ Choice Award Voted COMO Uma Punakha In Bhutan As The 3rd Best Hotel In The World

The Condé Nast Traveller Readers’ Choice Award is the longest-running and most prestigious recognition of excellence in the travel industry.

Oct 19, 2018 18:59

ShaMa Foundation Reaches Rural Bhutan, Helps To Provide Potable Water To Remote Villages

The program aims to provide access to safe drinking water in remote and challenging geographies in Bhutan.

Oct 15, 2018 20:39

Subscribe to our newsletter

Never miss out on new happenings and news stories!