Bhubaneswar: With an aim to bring transparency in the governance system, the BJP Government is going to launch Ama Sasana, a key transformative initiative to bring in professionalism and behavioral change in public offices through a direct random feedback capturing system from citizens.
Under this initiative, a platform will be established to capture feedback from citizens through multiple channels to enhance citizen engagement, improve service quality, and foster transparency and accountability, officials said.
The Odisha Computer Application Centre (OCAC) under the Department of Electronics & Information Technology (DeitY) will implement the project very soon, officials said.
The Government has planned to popularize this initiative and its benefits across the State with help of district administrations. Whenever a citizen visits any government office, his/her details will be registered through any application implemented by the respective department or offline at ground level, they said.
This data will be directly pushed to the Ama Sasana application for creation of a repository of beneficiaries. Randomly selected numbers will be picked up and calls will be made to take feedback from the respective citizen.
Besides, citizens will be encouraged to give their feedback directly through web portal, social media, chatbot, email, phone call etc. A CRM and reporting console will be implemented for managing the citizen data and capturing feedback, the officials said.
Currently, there is gap in centralized system to capture feedback consistently across various Government departments and public service initiatives. Citizens are often required to provide feedback via disparate, disconnected channels, leading to missed insights and fragmented data.
Similarly, the Government regularly implements new policies and programs, but there is a lack of a structured, systematic approach to measure the success and impact of these initiatives. Without clear data on public sentiment and service delivery outcomes, it is challenging for OCAC to gauge the effectiveness of these policies or make informed adjustments.
While digital platforms and mobile apps are increasingly accessible, citizens are often disengaged due to the lack of user-friendly and easily accessible tools for providing feedback. There is also limited support for reaching rural populations or underserved communities where access to technology may be limited.
So, this initiative would help the Government to get feedback from the grassroots level through the Ama Sasana platform.
To collect feedback from citizens, a call center will be set up where the citizens can register complaints or provide feedback by calling the dedicated call center.
Feedback can also be submitted through the official website, social media platforms, chatbot, or via email. All inputs from these channels are directly collected in the same centralized database.
Besides, Government departments, the Chief Minister’s Office (CMO), and various ministries proactively call citizens to gather randomized feedback. This approach ensures continuous engagement and inclusivity in feedback collection.