Chouhan to officials: Grievance redressal must show on the ground, not just in files

Union Minister Shivraj Singh Chouhan directed officials to overhaul grievance redressal systems, ensuring intended beneficiaries receive relief, not just having complaints marked "disposed" on paper.

Union Minister Shivraj Singh Chouhan on Friday directed officials of the agriculture and rural development ministries to overhaul grievance redressal systems, warning that complaints being marked ''disposed'' on paper meant little if intended beneficiaries had not actually received relief.

Chairing a review meeting of both ministries -- a day after Prime Minister Narendra Modi issued governance directives at the Union Cabinet meeting -- Chouhan said dedicated teams of at least 10 officers each would be formed in both agriculture and rural development ministries to review complaints, public grievances, letters from citizens and issues raised across various portals on a daily basis.

''Governance must be visible in people's lives, not confined to files,'' he said, adding that farmers, the poor and rural citizens should not have to ''run from pillar to post'' to avail of benefits or seek redressal, an official statement said.

Chouhan said he had personally called beneficiaries to verify whether scheme benefits had reached them and found gaps between official records and ground realities in certain cases. He cautioned that such patterns required identification of complaint trends, region-wise data and scheme-specific bottlenecks, followed by systemic reforms.

The minister announced monthly reviews of grievance redressal, ordinarily on the first Monday of each month. The June review, however, will be held on the second Monday in view of the kharif season.

He also directed officials to identify within one week all procedural bottlenecks, complex rules and policy gaps obstructing implementation across schemes, including PM Awas Yojana, crop insurance, horticulture and road programmes.

Chouhan questioned the necessity of licensing requirements, suggesting registration-based systems could suffice in many cases.

On technology, Chouhan called for strengthening artificial intelligence, digital platforms, data sharing and inter-departmental coordination across agriculture, rural development, land resources and ICAR.

Officials informed the meeting that work was already underway to integrate multiple grievance databases into a unified assessment mechanism.

''Files originate at lower levels and often carry forward outdated mindsets that complicate decision-making,'' he said, stressing the need for better noting, drafting and decision support at grassroots administrative levels.

Chouhan asked all departments to compile lists of pending court cases, appoint nodal officers and strengthen legal representation, noting that governments often lose cases due to poor or delayed presentation of their position.

The minister directed every department to prepare Vision 2047 documents with annual, half-yearly, quarterly, weekly and daily action plans.

He also stressed the need to publicise reforms already implemented, calling for outreach through farmer organisations, sarpanches, elected representatives and social media, including short videos and graphics.

Stressing partnership with states, Chouhan said real implementation happened at the state level and zonal conferences and scheme-wise coordination must be strengthened.

He also called for accelerating solarisation of government buildings and curtailing foreign travel by officials unless genuinely essential.

The meeting was attended by senior officials of the agriculture, rural development, land resources ministries and ICAR.