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NEW DELHI: Bharatiya Janata Party (BJP) J&K President and Member of Parliament (Rajya Sabha), Sat Sharma, submitted an unstarred question regarding the improvement of public service delivery in Jammu & Kashmir in the Rajya Sabha.
Through his question, Sat Sharma sought details from the Government regarding the measures taken to enhance the efficiency and effectiveness of public service delivery in the Union Territory of Jammu & Kashmir. He also asked about the number of grievances received and disposed of under various Central Government grievance redressal schemes during the last three years, along with steps taken to strengthen digital grievance redressal mechanisms including online platforms and time-bound disposal systems.
In its reply, the Ministry informed that the Department of Administrative Reforms and Public Grievances conducts the National e-Service Delivery Assessment (NeSDA) to evaluate public service portals of States and Union Territories, including Jammu & Kashmir, on parameters such as accessibility, ease of use, information security, and integrated service delivery to improve efficiency in governance.
The Government further stated that grievances related to Jammu & Kashmir received through the Centralized Public Grievance Redress and Monitoring System (CPGRAMS) during the last three years include 6,991 grievances received in 2023, 8,459 in 2024, and 7,936 in 2025, with a large number of cases being disposed of through the system.
To strengthen grievance redressal, the Government has introduced 10-step reforms in CPGRAMS, issued comprehensive guidelines in August 2024 reducing grievance disposal timelines from 30 days to 21 days, and mandated integration of grievance platforms, establishment of dedicated grievance cells, and appointment of nodal and appellate officers for effective monitoring.
The reply also highlighted that the Administrative Training Institute, Jammu & Kashmir has been provided grants under the Sevottam Scheme for capacity-building programmes for government officials to enhance administrative efficiency and citizen-centric governance.
Additionally, several initiatives such as the implementation of E-Office for digital file movement, monitoring dashboards, service analysis, and citizen feedback mechanisms have been adopted to improve transparency, accountability, and responsiveness in public administration.
Sat Sharma emphasized that under the leadership of Narendra Modi, the Government of India has placed unprecedented focus on strengthening public service delivery and ensuring transparent, accountable, and citizen-centric governance across the country, including Jammu & Kashmir. He said that initiatives such as digital grievance redressal systems, time-bound disposal mechanisms, e-office implementation, and continuous monitoring reflect the Modi Government’s commitment to making governance more responsive and accessible to every citizen. He added that these reforms are transforming administrative functioning and ensuring that people’s concerns are addressed efficiently and with greater accountability.
