'Focal point' in govt offices to address public grievances
Thursday, 13 September 2007
Doulot Akter Mala
The government has decided to have a 'focal point' in each of the ministries/ divisions and agencies under those to effectively address various public complaints and help enhance the level of service offered by the civil administration to the members of the public.
According to a circular issued by the Cabinet Division recently, the secretaries of different ministries or officials nominated by them will act as 'focal points'. The focal points will receive, examine and dispose of complaints in their respective offices.
The 'focal point' officials, besides receiving complaints, will make recommendations and take appropriate steps to inform superiors and other stakeholders on any related matters, said the circular.
All 'focal point' officials have to send their names, designations, phone or fax numbers and e-mail addresses to the Cabinet Division.
The responsibilities of the 'focal point' officials will be to settle complaints neutrally and in a transparent manner.
"The focal point officials will inform all concerned including officials and others seeking public services about the system of resolving complaints," the circular added.
Focal point can forward complaints, on priority basis, to the authorities concerned for taking proper steps.
Sources said the government took the decision to appoint 'focal points in government offices after observing that government officials are reluctant to address public grievances.
Indifference on the part of the government bodies to address public grievances has undermined the image of the public administration, they added.
"The cabinet division issued the directive as a part of the caretaker government's ongoing drive to curb corruption and ensure better service in government offices," sources said.
The government has decided to have a 'focal point' in each of the ministries/ divisions and agencies under those to effectively address various public complaints and help enhance the level of service offered by the civil administration to the members of the public.
According to a circular issued by the Cabinet Division recently, the secretaries of different ministries or officials nominated by them will act as 'focal points'. The focal points will receive, examine and dispose of complaints in their respective offices.
The 'focal point' officials, besides receiving complaints, will make recommendations and take appropriate steps to inform superiors and other stakeholders on any related matters, said the circular.
All 'focal point' officials have to send their names, designations, phone or fax numbers and e-mail addresses to the Cabinet Division.
The responsibilities of the 'focal point' officials will be to settle complaints neutrally and in a transparent manner.
"The focal point officials will inform all concerned including officials and others seeking public services about the system of resolving complaints," the circular added.
Focal point can forward complaints, on priority basis, to the authorities concerned for taking proper steps.
Sources said the government took the decision to appoint 'focal points in government offices after observing that government officials are reluctant to address public grievances.
Indifference on the part of the government bodies to address public grievances has undermined the image of the public administration, they added.
"The cabinet division issued the directive as a part of the caretaker government's ongoing drive to curb corruption and ensure better service in government offices," sources said.