Jaipur, April 29: Rajasthan’s Chief Secretary V. Srinivas and Director General of Police Rajeev Sharma inspected the ‘Rajasthan 181 Helpline Center’ located in the government secretariat on Tuesday. The purpose of this inspection was to review the center’s operations and assess the quality of complaint resolution.
The visit aimed to strengthen good governance and reinforce the state’s zero-tolerance approach toward any lapses in public service delivery.
During the inspection, both officials examined the center’s operational systems, reviewed the progress of complaints, and evaluated the quality of complaint resolution by listening to a live case and analyzing it as a case study.
The Chief Secretary instructed officials to maintain transparency, accountability, and efficiency in their work to ensure better public service delivery. He described the ‘Rajasthan Contact Portal’ as “India’s best complaint resolution system,” stating that its seamless digital process from complaint registration to resolution serves as a model for other states.
The DGP observed the real-time resolution process of complaints and termed the experience as “eye-opening.” He noted that this system is a significant step toward strengthening public trust.
During the visit, he also interacted with a complainant from Jaipur Rural regarding a case where an FIR was allegedly not registered. Officials clarified that the complaint was recorded the same day, and the investigation is ongoing.
Sharma directed officials to ensure timely resolution of complaints through proper classification and mapping. He emphasized handling service-related issues with sensitivity and regularly monitoring pending cases.
According to official data, over the past year, 160,292 complaints related to the police department were registered on the contact portal. Of these, 152,444 complaints have been resolved, reflecting a resolution rate of approximately 95%, highlighting the effectiveness of this system.
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