Srinagar: Commissioner Secretary, Department of Public Grievances, Saurabh Bhagat on Thursday directed the migration of the J&K SAMADHAN grievance redressal platform to the MeghRaj Government Cloud and ordered the development of J&K SAMADHAN 3.0 as a next-generation citizen engagement and governance platform.
The directions were issued during a review meeting on the functioning of J&K SAMADHAN, where officials assessed grievance registration, disposal trends, departmental performance, citizen feedback mechanisms and the overall functioning of the Union Territory’s flagship grievance redressal system.
According to an official statement, Bhagat stressed the need to strengthen the grievance redressal mechanism to ensure timely, transparent and effective resolution of public complaints while enhancing citizen satisfaction.
The meeting was informed that the proposed migration to the MeghRaj Government Cloud would provide a secure, scalable and reliable hosting environment, improve system availability, strengthen disaster recovery capabilities and align the platform with the Government of India’s cloud adoption framework. Bhagat directed officials to complete the migration in a time-bound manner.
He also instructed the concerned departments to initiate work on J&K SAMADHAN 3.0, envisaged as a comprehensive citizen-government interaction platform integrating grievance redressal, citizen engagement, service delivery monitoring, governance analytics, Artificial Intelligence (AI), GIS-enabled monitoring and decision-support systems.
The proposed platform will leverage AI, Machine Learning, AI-powered voicebots and chatbots, multilingual interfaces, predictive analytics, governance dashboards and intelligent decision-support tools, the statement said.
It is also proposed to provide citizens with access through multiple channels, including web portals, mobile applications, toll-free helplines, WhatsApp, SMS, email and other digital interfaces.
Bhagat directed officials to study successful grievance redressal models adopted by other States and examine the feasibility of adapting them for Jammu and Kashmir to create a more efficient and citizen-centric governance framework.
He also asked the departments to explore engaging the Bhaskaracharya National Institute for Space Applications and Geo-informatics (BISAG-N) as the technology partner for J&K SAMADHAN 3.0 to provide technical support for platform integration, GIS-based monitoring, dashboard development and interoperability with departmental systems.
The Commissioner Secretary directed the Department of Public Grievances, Department of Information Technology and the State e-Mission Team (SeMT) to jointly prepare a detailed roadmap, technical architecture and implementation strategy for the rollout of the upgraded platform, the statement added.
