New Delhi, December 28, 2024: In a significant stride towards enhancing citizen-centric governance, the Auto Appeal System implemented by the Right to Services Commission of Haryana has emerged as a model for efficient service delivery. The system ensures transparency, accountability, and timely resolution of citizen grievances.
On December 27, 2024, a high-level delegation led by V. Srinivas, Secretary, Department of Administrative Reforms and Public Grievances (DARPG), Government of India, visited the Right to Services Commission in Haryana. The delegation toured key facilities, including the Haryana Shehri Vikas Pradhikaran, Haryana Discoms, and the Antyodaya Saral Call Centre, which is closely monitored by the Commission.
During the visit, the delegation observed seamless service delivery mechanisms and participated in live citizen interactions via video conferencing. The session highlighted the Commission’s focus on real-time grievance resolution through collaboration with senior officials and end-to-end digitization of processes.
Currently, 422 notified services are being delivered in a time-bound manner across Haryana. Each government office prominently displays timelines for service delivery, reinforcing transparency and accountability. The integration of call centers, Antyodaya Saral Portal, and field offices into a unified digital ecosystem has been a game-changer.
The introduction of the Auto Appeal Process has been a key innovation, ensuring that service requests are automatically escalated in case of delays, driving prompt action and resolution. This robust mechanism has significantly reduced delays and improved citizen satisfaction.
Secretary V. Srinivas praised the Chief Commissioner of the Right to Services Commission, Haryana, for successfully implementing the Auto Appeal System. He emphasized that this initiative sets a new benchmark for responsive and efficient public service delivery across India.
The DARPG delegation also met with the Chief Minister of Haryana to discuss key governance initiatives, including Special Campaign 4.0, e-Office, CPGRAMS, and other transformative projects aimed at improving administrative efficiency.
The Auto Appeal System stands as a shining example of innovation in governance, offering valuable lessons for other states seeking to streamline service delivery and prioritize citizen welfare.
