ਸੇਵਾ ਕੇਂਦਰਾਂ ਵਿੱਚ ਪਈਆਂ ਪੈਂਡਿੰਗ ਅਰਜ਼ੀਆਂ ਨੂੰ ਨਿਪਟਾਉਣ ਵਿੱਚ ਗੁਰੂ ਨਗਰੀ ਅੰਮ੍ਰਿਤਸਰ ਪੂਰੇ ਪੰਜਾਬ ਵਿੱਚ ਮੋਹਰੀ ।
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00:00How do you see the work that is going on?
00:03Actually, our district has the second-highest number of applications from the service centers in the whole state.
00:13For this reason, we have a few officers here.
00:19But despite that, I am very happy with the teamwork and rigorous review that is going on.
00:26Amrit sir has performed very well in delivering the most important citizen services.
00:34We are ensuring that we remain in this position.
00:39Because the first point of contact of the citizens is with the service centers.
00:52And the point is that when a citizen reaches the service center,
00:57we get seamless, transparent and timely service delivery.
01:04So we will definitely do that.
01:07When I came here and after that the elections happened,
01:12our position was very weak in the state.
01:16But now we have pulled up to the first position.
01:20We are trying to maintain this.
01:22Our employees are working day and night to ensure that citizens get their services on time.
01:32We also recognize them as Employees of the Month every month.
01:37We also assure everyone that we will not close the resolution of any grievance or citizen's delivery of service.
01:49So that the timelines can be met.
01:51But rather we are delivering those services.
01:54And in many cases, when we started our work,
02:02there were many cases of timely redressals.
02:05And there was a query again and again that our send-back cases should not increase.
02:08We also ensure that.
02:11If someone is sending back for no reason,
02:14we call that dealing hand every evening.
02:19If there is a genuine query, we resolve it.
02:22Otherwise, we also answer them if there is any harassment.
02:31Thankfully, our team has done a lot of work.
02:39In fact, we are amongst the lowest districts.
02:42Among the top 10 districts, we are among the lowest.
02:46And the cases of send-back are also very less.
02:51So mostly our citizen services are towards delivery rather than rejection or send-back.
02:58So we will ensure that we maintain this.
03:03I would like to thank all the employees and the entire team.
03:07Our DETC, especially Prince, has done a great job.
03:12We will continue to monitor this.
03:16And there are meetings at my level.
03:18But every day, the team of Governance Reform, DETC, reviews this every day.
03:26The pendency rate was very high 1.5-2 years ago.
03:30How did you get in touch with the Waqf-e-Jadid department?
03:33We have a WhatsApp group now.
03:37We can see all the pendencies of the citizens.
03:40And in fact, the Punjab government has also made a system
03:45that if there is a file movement, the citizen also knows where the file has reached.
03:50He also knows the SMS.
03:51So when the Punjab government has such an easy system,
03:55we ensure that our dealing hands do not get unnecessary papers or queries.
04:02We examine every query.
04:04We do not ask the citizen for information unnecessarily.
04:10The problem of red tape has been completely eliminated.
04:14In our WhatsApp group, we check every day
04:19to see who has more pendencies.
04:22We also call them.
04:24The head of the department, who has more pendencies consistently,
04:31we review at my level every Wednesday evening at 7 pm.
04:37The daily review is done at the level of AC grievances.
04:41The CM field officer reviews our Gur Simran Jeet Kaur PCS officer daily.
04:48Along with DETC prints.
04:50If there is a problem,
04:52because many times the service is related to many departments.
04:57From the login of Patwari Saheb,
05:02the CM has also reached the SDM through our Civil Surgeon.
05:08We do not just get it done from the login of Patwari Saheb.
05:13We look at the entire transaction.
05:15When the entire service is not delivered,
05:18we monitor it.
05:19We count it as a pendency.
05:21We do not congratulate anyone
05:23that one person has sent another chip from his card.
05:26That is not clearance of pendency.
05:28Pendency clearance is when the citizen is not satisfied
05:32that the service has been delivered on time.
05:34In some places, there are complaints
05:36that it happens everywhere.
05:39Like SDM or Patwari.
05:43In some places, the HDL officials
05:45who deal with the ID,
05:46they do some pending files.
05:48They have also issued some instructions
05:50that people should take action.
05:52But the ratio of our parked files has also reduced a lot.
05:55That is what I am feeling
05:57that our team has done a very good job.
05:59Because we did the whole review.
06:02Our sendbacks have not increased much.
06:04Now our parked files have reduced.
06:07Earlier, when we used a strategy,
06:11we used to think that the pendency
06:13has gone out of our hands.
06:15Actually, because we look at the whole system.
06:18Now, the number of people,
06:21the head of the office,
06:23the councillor,
06:25they have also been connected
06:27through this software.
06:29They have also started mapping.
06:31So, what has happened with this?
06:33The Punjab government has integrated IT
06:35in all of us.
06:37This means that any citizen can see
06:39at any time
06:41that which person's pendency is pending.
06:43So much transparency has come into the system.
06:47Sir, what is your name?
06:49What do you do?
06:50How much data do you have?
06:51How many applications do you have?
06:53Sir, my name is Prince Singh.
06:55I am a District Technical Editor
06:57from the Government Reforms Department.
07:01Approximately 4,555 files
07:04were required last year.
07:06Out of that, approximately
07:08345 files are pending.
07:10The remaining 3.7% has been disposed.
07:12The remaining 345 files
07:14are also ours.
07:16We are also getting them done.
07:18Apart from this,
07:20we are following the DC properly.
07:22We are getting meetings done
07:24daily in the evening.
07:27The files that are pending,
07:29have you issued any instructions
07:31regarding that?
07:33Is there any problem in the system?
07:35We are monitoring
07:37the proper handover of DC sir.
07:39We are having daily meetings.
07:41The person who lives in our village
07:43or at some level,
07:45we get him to meet
07:47in the camp of DC sir
07:49in the evening.
07:51DC sir himself
07:53personally ensures
07:55that there is no problem
07:57at the citizen level
07:59or at the official level.
08:01Our daily meetings
08:03are going on in this regard.
08:05How many applications
08:07are pending?
08:09We have 345 pending files.
08:11We are continuing
08:13the process.
08:15We are having daily meetings.
08:17DC sir personally reviews
08:19it daily.
08:21We are finishing it as soon as possible.
08:23Sir, we have been talking
08:25about this for the past 1.5-2 years.
08:27The rate was very high.
08:29Now, it has come down.
08:31Is there any restriction?
08:33Yes.
08:35We are following the DC sir's
08:37instructions.
08:39We are following the meetings,
08:41calls and follow-ups.
08:43We are giving him
08:45a report on everything.
08:47We are working
08:49under him.
08:51What is your name?
08:53My name is Anuradha.
08:55I came here to get my work
08:57registered.
08:59It was a very good job.
09:01It was very systematic.
09:03I am very thankful.
09:05Did you face any difficulty?
09:07No.
09:09I found it very
09:11systematic.
09:13I was afraid
09:15that it would take a long time
09:17and the expenses would be high.
09:19I got the token very easily.
09:21Sir attended me very well.
09:23I got the photographs.
09:25Overall, it was a good experience.
09:27My work is in process.
09:29Hopefully, it will be done.