Delhi Chief Minister Rekha Gupta Unveils Comprehensive Digital Governance Framework
In a significant move to modernize public service delivery, Delhi Chief Minister Rekha Gupta on Saturday launched a series of digital governance initiatives aimed at bridging the gap between citizens and the administration through technology. The announcements were made during a ceremony at the Delhi Secretariat, marking part of the first-anniversary celebrations of the BJP government in the state.
CM Jan Sunwai Portal: A Centralized Grievance Redressal System
The flagship initiative, the CM Jan Sunwai portal and mobile app, represents a centralized grievance redressal system designed to streamline complaint filing across multiple agencies. Citizens can now lodge complaints related to Delhi government departments, the Municipal Corporation of Delhi (MCD), the Delhi Development Authority (DDA), and Delhi Police through a single, unified interface.
This platform integrates jurisdictions, nodal officers, and complaint categories, generating a unique reference ID for each case to ensure traceability. Complaints can be submitted via four modes: the web portal, mobile app, a dedicated call center (1902), or physically at the Chief Minister's office.
Chief Minister Gupta emphasized that the initiative addresses a critical gap she identified upon assuming office. "We found that while multiple platforms allowed citizens to lodge complaints, there was no mechanism to track whether those complaints were being resolved," she stated. "We are not just creating a platform to listen; we are creating a mechanism to ensure time-bound solutions. Physical public hearings will continue alongside the digital system."
A robust three-tier monitoring mechanism has been established, comprising a grievance redressal officer, an appellate authority, and a final appellate authority. Complainants will receive SMS updates at every stage of their complaint's progress and can send reminders or provide feedback, enhancing accountability and transparency.
EWS Admissions Portal: Enhancing Transparency in Education
In the education sector, the government introduced a secure, cloud-based portal for admissions under the Economically Weaker Section (EWS), Disadvantaged Group (DG), and Children With Special Needs (CWSN) categories. This new platform replaces older software and incorporates advanced features to curb duplication and fraud.
Key functionalities include Aadhaar-based verification, digital validation of birth and income certificates, and automated seat allocation. Developed in collaboration with the National Informatics Centre (NIC), the portal aims to ensure that reimbursements to private schools for EWS admissions reach genuine beneficiaries.
Education Minister Ashish Sood highlighted the importance of this initiative, stating, "This involves public funds and we must ensure transparency and eliminate irregularities." The portal is expected to streamline the admission process, reduce paperwork, and prevent fraudulent claims, thereby safeguarding public resources.
Integration with Common Service Centres and Additional Digital Tools
To improve doorstep delivery of services, the government has integrated approximately 75 e-district services with over 7,000 Common Service Centres (CSCs) across Delhi under the Digital Seva network. Residents can now access essential services such as income, caste, and residence certificates, as well as birth and death certificates, at a nominal fee of Rs 30 per service.
"This integration will significantly cut down visits to government offices, making public services more accessible and convenient for citizens," explained an official.
Additionally, the Delhi government launched an asset management portal to digitally catalog all government properties and the CM Pragati portal for real-time monitoring of projects, approvals, and delays. IT Minister Pankaj Kumar Singh revealed that over 200 departments are now operating on the e-Office system, with plans to introduce a WhatsApp-based citizen service interface in the near future.
Aligning with Digital India and Vision for Viksit Delhi
Chief Minister Gupta reiterated that these measures are designed to strengthen transparency, accountability, and accessibility in public services, aligning with the Centre's Digital India programme. "These initiatives are steps towards building a 'Viksit Delhi' through technology-driven governance," she affirmed.
The launch event was attended by key dignitaries, including Education Minister Ashish Sood, IT Minister Pankaj Kumar Singh, and senior officials, underscoring the government's commitment to leveraging technology for improved governance. These digital initiatives mark a pivotal step in transforming Delhi into a more efficient, responsive, and citizen-centric administration.
