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00:00topped the pendency, the files, all the documents.
00:03How do you see it? How is the work going on?
00:06Actually, our district has the second highest number of applications
00:13from the service centers in the whole state.
00:16And for this reason, we have a shortage of officers here.
00:22But despite that, I am very happy that the teamwork
00:25and the rigorous review that is being done,
00:29and the delivery of the most important citizen services,
00:33has been performed very well by Mr. Amrit.
00:37And we are ensuring that we remain in this position.
00:41Because the important services of the citizens,
00:49their first point of contact is at the service centers.
00:55And the point is that if a citizen reaches the service center,
00:59then the seamless and transparent and timely service delivery
01:04is provided to them.
01:07So, we will definitely do that.
01:09When I came here, and after that there were elections,
01:14our position was very weak in the state,
01:18but now we have pulled up to the first position.
01:22We are trying to maintain this.
01:25Our employees who are working day and night
01:29to ensure that the citizens get the services on time,
01:35we recognize them as Employees of the Month every month.
01:39And we assure everyone that the resolution of any grievance
01:46or the delivery of citizen services,
01:49we will not close it so that the timelines can be met,
01:54but rather we are delivering those services.
01:57And in all the cases, we have had many cases of citizens
02:03when we started our work,
02:05that there was a timely redressal,
02:08then the query used to come again and again that
02:10the send-back cases should not be delayed.
02:12So, we also ensure that if someone is sending back for no reason,
02:17then we call the Dealing Hand every evening
02:21and if there is a genuine query, we resolve it.
02:25Otherwise, we also respond if there is any unnecessary harassment.
02:34So, thankfully, and the good thing is that
02:37our team has worked a lot.
02:42In fact, we are amongst the lowest districts,
02:45among the top 10 districts,
02:47we are among the lowest,
02:49and the cases of send-back are also very few.
02:54So, mostly our citizen services are towards delivery
02:59rather than rejection or send-back.
03:01So, we will ensure that we maintain this thing.
03:05And I would like to thank all the employees and the whole team,
03:10our DETC, especially Prince,
03:13they have done a great job on this.
03:16And we will continue to monitor this.
03:19And there are meetings at my level,
03:21but every day, the team of governance reform,
03:25DETC, they are reviewing this every day.
03:29If we talk about 1.5-2 years ago,
03:31the pendency rate was very high.
03:33How did you get along with the department?
03:36As of now, we have a WhatsApp group,
03:40we can see all the pendencies of the citizens.
03:43And in fact, the Punjab government has also made a system
03:47that if there is a file movement,
03:50the citizen also knows where my file has reached,
03:52he also knows the SMS.
03:54So, when the Punjab government has such an easy system,
03:58we ensure that our dealing hands do not get unnecessary papers
04:02or unnecessary queries.
04:04We examine every query.
04:06We don't ask anything useless.
04:08We didn't even ask the citizen
04:10that we are asking for information again and again.
04:13We have completely eliminated the problem of red tape.
04:17And in our WhatsApp group,
04:20we also see every day
04:22who has the highest pendency.
04:25We also call them.
04:27And the head of the department,
04:29every Wednesday,
04:31who has the highest pendency,
04:33consistently,
04:34every Wednesday,
04:35at 7 in the evening,
04:36we review at my level
04:38who has the highest pendency.
04:40The daily review is done at the level of AC grievances,
04:44the CM field officer,
04:46he reviews it daily,
04:47our Gursimranjit Kaur,
04:49the PCS officer,
04:50he reviews it daily,
04:51along with DTC prints.
04:53And wherever there is a problem,
04:55because many times it happens that
04:57the service is related to many departments.
05:00From Patwari sahib's login,
05:04he has taken the CM from our civil surgeon
05:08to the SDM's account.
05:11We don't just get it done from Patwari sahib's login.
05:16We see the entire transaction.
05:18Until the entire service is not delivered,
05:21we monitor it.
05:22In that, we count the pendency.
05:24We don't congratulate anyone
05:26that one person sent a chip from his card to another.
05:29That is not clearance of pendency.
05:31Pendency clearance is when the citizen is not satisfied
05:34that the service has been delivered on time.
05:37In some places, there is a complaint
05:39that it happens everywhere,
05:42like SDM or Patwari.
05:46In some places,
05:47the HR level officials who deal with the ID,
05:49they pend some files.
05:51Have they issued any instructions
05:53that people should take action?
05:55In fact, the ratio of parked files has also reduced a lot.
05:58That is what I am feeling.
06:00Our team has done a very good job.
06:02Because we have done the whole review.
06:05Our sendbacks are not that high.
06:07Our parked files have also been reduced.
06:09The first strategy that we used
06:14was that the pendency has gone from my account.
06:18Actually, because we look at the whole system.
06:21Now, the number of officers,
06:24the CM,
06:26the councillor,
06:28they have also been added to this software.
06:32They have also been mapped.
06:34With this, the Punjab government
06:37has integrated IT in all of us.
06:41This means that any citizen can see at any time
06:44which person has a pending pendency.
06:47This much transparency has come into the system.