Image Source: Devdiscourse
In a groundbreaking move toward transparent and citizen-centric governance, the Delhi government has announced the launch of the 'Delhi Mitra' app—a unified digital platform for grievance redressal. Designed to deliver seamless service and strengthen public trust, the initiative empowers residents of the national capital to lodge complaints across government departments, civic bodies, agencies, and even the police—all from the convenience of their smartphones.
Key Highlights of the Delhi Mitra App Initiative
The Delhi Cabinet, led by Chief Minister Rekha Gupta, has greenlit the roll-out of the 'Delhi Mitra' app, an integrated system to receive, track, and resolve citizens' grievances efficiently.
Delhi Mitra acts as a single-window grievance redressal platform, bringing together issues related to the Delhi Government, Delhi Police, Delhi Development Authority, municipal corporations, New Delhi Municipal Council, and the Delhi Cantonment Board.
Residents can submit complaints not just via the mobile app (available for iOS and Android), but also through a web portal, WhatsApp, and a call center. Even handwritten complaints will be digitized and tracked within the system.
Every stage in the complaint process can be monitored in real time by citizens, ensuring transparency and accountability. Escalation mechanisms enable unsatisfied complainants to raise unresolved issues with higher officials.
The app is expected to go live within two months, with plans to fully merge the existing Public Grievance Monitoring System (PGMS) into this comprehensive new platform.
Public Hearings to Complement Digital Solutions
Alongside the digital push, the Delhi government has committed to holding regular public hearings, allowing citizens to present complaints and seek redressal in person before officials.
This dual approach combines modern technology with traditional community engagement, aiming to leave no resident unheard or denied justice.
Public hearings are set to be scheduled at local administrative zones, further improving accessibility and response time.
How the New System Will Work
Four access channels: web portal, mobile app, WhatsApp, and call center.
User-friendly interface to submit issues, upload supporting documents, and track real-time status updates.
Comprehensive coverage, accepting grievances on civic infrastructure, education, health services, water supply, sanitation, law enforcement, and more.
Digitally archived records ensure all cases are documented and traceable, improving follow-up and accountability.
Community and Administrative Impact
The initiative is born from direct public participation, with the concept for the app proposed by ordinary citizens via a letter to the Chief Minister.
By streamlining complaint resolution, the government aims to reduce bureaucratic delays, cut paperwork, and deliver real solutions rather than token responses.
Senior officials, including department heads, will oversee the progress and closure of complaints, ensuring systems are not just responsive but proactively monitored.
Vision Going Forward
Delhi Mitra is expected to serve as a model for other Indian cities, reflecting the capital’s ambitions to lead in digital public governance.
The move marks a significant step toward Prime Minister Modi’s Digital India vision and aligns Delhi’s public services with international urban standards.
Conclusion
With the launch of the Delhi Mitra app and the promise of regular public hearings, Delhi's government is ushering in a new era of inclusive, transparent, and accountable civic administration. By offering residents a direct channel to voice concerns and ensuring systemic follow-through, Delhi stands poised to transform grievance redressal into a cornerstone of good governance.
Sources: The Statesman, India TV News, New Indian Express
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