🗣️ अभिप्राय कक्ष - Citizen Voices, Better Governance

Abhipray Kaksha (Feedback Center) –

Yavatmal’s Feedback Revolution under Right To Service act

By: District Collector Office, Yavatmal

🔍 Introduction

In a bid to transform public service delivery and make governance truly citizen-centric, the Collector Office, Yavatmal launched the Abhipray Kaksha (Feedback Center) under the Maharashtra Right to Public Services Act.

This isn’t just another complaint box. It's a real-time, tech-driven feedback system that connects citizens directly with the district administration—turning grievances into actionable improvements.

💡 Why Abhipray Kaksha?

Good governance hinges on transparency, accountability, and responsiveness. Abhipray Kaksha fulfills all three through:

·         - Citizen feedback collection

·         - Monitoring service timelines

·         - Preventing unauthorized charges

·         - Improving personnel accountability

Launched on 4th November 2024, this low-cost yet powerful system is designed to be scalable and replicable across Maharashtra.

📞 How It Works

The RTS Feedback Center uses multi-channel outreach and smart tech:

1. Direct Calling Campaigns
Trainees from the Chief Minister Apprenticeship Program actively reach out to citizens.

2. QR Code Feedback
Boards with QR codes are placed at government touchpoints, letting citizens submit grievances on the go.

3. Digital Dashboards & Data
Excel-based monitoring, soon to be replaced by dedicated RTS Software, allows real-time tracking and actionable insights.

⚙️ Grievance Redressal in Action

Every feedback is logged, segregated by taluka, and sent to the concerned Tehsil and SDO offices. Responses and compliance reports are reviewed at the Collector level, ensuring timely action.

In January 2025, over 1,677 complaints were received—resulting in direct administrative action including the closure of non-compliant Setu Kendras in multiple locations.

📊 Impact at a Glance

👥 Empowering Youth, Building Capacity

More than just service feedback, the initiative has become a training ground for youth:

·         - Call center training

·         - Data handling (Excel, Google Sheets)

·         - Public communication

This initiative offers a dual benefit—better services for citizens and better employment opportunities for local youth.

🔁 Scalable & Sustainable

The project is designed to go beyond pilot stage:

·         - Transitioning from Excel to full RTS Feedback Software

·         - Building a dedicated operational team

·         - Enabling integration with other departments

·         - Offering a replicable model for other districts

✨ Conclusion

Abhipray Kaksha isn’t just an initiative—it’s a movement toward a smarter, more inclusive government. Through active citizen engagement and real-time monitoring, Yavatmal has set a new benchmark for responsive administration.

✅ Transparent
✅ Efficient
✅ Citizen-centric

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