Patna: In a landmark move to bridge the gap between government promises and their delivery, Bihar Chief Secretary Pratyaya Amrit, an IAS officer of 1991 batch from Bihar cadre, has issued a directive aimed at making government offices more accessible and responsive to common citizens. The directive, sent to all Additional Chief Secretaries, Principal Secretaries, senior police officials, District Magistrates (DMs), and Superintendents of Police (SPs), emphasises “ease of living” as a priority for public service.
Bridging the Gap Between Promises and Delivery
Chief Secretary Amrit highlighted that several instances came to his attention where citizens approached government offices with complaints, only to find officials unavailable, causing undue hardship. Recognising the widening gap between promises made and delayed delivery, the directive seeks to ensure that citizens’ grievances are addressed promptly and efficiently.
Mandatory Public Interaction on Mondays and Fridays
Under the new directive, officials at all levels – from panchayat offices to district headquarters and state-level departments – must be physically present on two fixed days every week, Monday and Friday, to interact with the public. Officers are required to –
- Hear grievances patiently
- Record complaints formally
- Ensure timely resolution
If an officer is absent due to unavoidable circumstances, an authorised substitute must be present to attend to citizens.
Ensuring Visitor Comfort and Proper Documentation
The directive also lays emphasis on basic amenities for visitors, including drinking water, seating, and clean toilets. Departments are required to maintain registers for complaints, conduct regular reviews, and enforce compliance among staff.
Monitoring and Accountability Across Departments
The Chief Secretary’s initiative aims to hold officers accountable for the responsiveness of their departments. Departmental heads must regularly monitor grievance disposal, while senior secretaries are tasked with reviewing not only the registration of complaints but also their timely resolution.
By reframing availability and responsiveness as administrative duties rather than personal virtues, the Bihar government hopes to address bureaucratic inertia and make citizen engagement a regular, institutionalised practice.
Challenges Ahead
While the directive is a step towards pro-people governance, its success will depend on effective implementation and strict enforcement. Bihar, historically challenged by bureaucratic delays, will need consistent oversight to ensure that these reforms translate into tangible improvements for its citizens.
