Role of District Collectorate in Public Grievance Redressal in India: A Case Study of Sangareddy District in Telangana State

Abstract

In Public Administration, Grievance Redressal Mechanisms (GRMs) are essential for guaranteeing accountability, openness, and effective service delivery. Lack of awareness about the Grievance Redressal Process and delays in complaint processing are causing difficulties for the citizens.To promote Good Governance, the Indian Government introduced the Centralised Public Grievance Redressal Mechanism(CPGRAMS) to submit grievances through online channels while accessing live reports about complaint progress and prompt feedback.
The growth of digital governance in India has driven numerous states to use technological systems for grievance resolution and improve administrative performance levels. In order to ensure Citizen Centric Governance, the Telangana Government has implemented Prajavani- Grievance Redressal System.
At the district level, the District Collectorate handles a variety of public complaints and acts as the hub for the government. In this context, the Study was undertaken to assess the impact of Grievance Redressal Mechanism in District Collectorate of Sangareddy. The study explores the effectiveness of GRMs in the speedy disposal of complaints and provides insights into potential areas for improvement. The sample size for the study is 120. Data was analysed with help of statistical tools and techniques like averages and percentages. A five-point Likert scale was used to analyse the satisfaction levels of respondents. The study found that effective use of technology has streamlined the registration and tracking process, but there is a delay in resolving complex grievances due to inter-departmental coordination issues.
It is suggested to upgrade existing digital platforms to enhance user-friendliness and reduce downtime, introduce mobile apps for grievance submission and status tracking,establish a nodal officer system to streamline communication between departments. By implementing the recommended measures, the collectorate can set a benchmark for effective governance and citizen-centric administration.