Need to focus on providing more accessible, faster and transparent services to citizens: Maha Chief Secy

Mumbai, April 28 Maharashtra Chief Secretary Rajesh Agarwal said on Tuesday that there is a need to focus on delivering services to citizens in a more accessible, faster, and transparent manner.

He was speaking at a programme organised jointly by the General Administration Department (GAD) and the Maharashtra State Commission for Right to Public Service on the occasion of the Second Right to Service Day.

The Chief Secretary said that, taking inspiration from efficient systems like passport services, efforts are underway to enhance digital coordination among various government departments.

A system is being developed wherein, once results are declared, relevant information will automatically reach different departments and reports will be generated within a short time.

He emphasised improving G2G, G2C, and G2B services and highlighted the need to transition from traditional agent-based systems to digital and AI-based mechanisms.

He presented the concept of creating a profile for every citizen through DigiLocker and "Golden Data", so that required government schemes and services can be provided to them automatically.

The Chief Secretary also said that in the future, citizens will not need to use multiple apps (applications).

"AI-based agents will identify citizens' needs through their voice, complete the required processes, and deliver outcomes."

The state government is working with various companies in this regard, and the system is expected to be implemented in phases in the coming months.

Chief Commissioner of the Maharashtra State Right to Service Commission Manu Kumar Srivastava, in his presidential address, emphasised that innovative initiatives in governance must be encouraged and institutionalised.

He said that initiatives undertaken by various officers should not remain limited to individuals but must become part of the overall system, for which proper documentation is essential.

This will enable effective replication of such initiatives in other districts.

He added that successful initiatives in one district can be replicated across the state.

Efforts should be made in coordination with concerned departments to replicate such models.

Srivastava also appealed to officers to prepare detailed reports of their initiatives and submit them to the Commission or the concerned officials.

Concluding his address, he appealed to all officers to continue their excellent work consistently.

According to the government statement, Chhatrapati Sambhajinagar district secured the first position, where 91.41 per cent of services were delivered within the stipulated time under the leadership of former District Collector Dilip Swami and current Collector Vinay Goda.

Hingoli district secured the second position, where 90.60 per cent of services were delivered on time under the guidance of Collector Rahul Gupta.

Ahilyanagar district secured the third position, where 90.5 per cent of services were delivered on time under the leadership of Collector Pankaj Ashiya.

Beed district also delivered notable performance by providing 90.13 per cent of services within the stipulated time under Collector Vivek Johnson.

All these districts made significant contributions by implementing innovative initiatives to provide more accessible and faster services to citizens, and their work was specially recognised at the programme.

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