Bihar Chief Secretary Pratyaya Amrit directs government offices to improve citizen services, ensuring “Ease of Living” through timely grievance redressal.

Patna: In a landmark move to enhance public service, Bihar Chief Secretary Pratyaya Amrit, a 1991-batch IAS officer of the Bihar cadre, has issued a directive to make government offices more accessible and citizen-friendly. The order, sent to all Additional Chief Secretaries, Principal Secretaries, senior police officers, District Magistrates (DMs), and Superintendents of Police (SPs), prioritises “ease of living” for citizens.

Bridging the Gap Between Promises and Delivery

Chief Secretary Amrit noted instances where citizens visiting government offices faced difficulties due to unavailable officials, leading to delays and frustration. The directive seeks to reduce the gap between government promises and actual delivery by ensuring prompt and efficient grievance redressal.

Mandatory Public Interaction on Mondays and Fridays

Officials at all levels—from panchayat offices to district and state departments—must now be physically present twice a week, on Mondays and Fridays, to meet the public. Responsibilities include:

• Listening to grievances patiently

• Formally recording complaints

• Ensuring timely resolution

In case of unavoidable absence, an authorised substitute must be present to assist citizens.

Visitor Comfort and Proper Documentation

The directive also stresses the provision of basic amenities such as drinking water, seating arrangements, and clean toilets for visitors. Departments are required to maintain complaint registers, conduct regular reviews, and ensure staff compliance.

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Monitoring and Accountability

The initiative makes officers accountable for their departments’ responsiveness. Department heads must regularly monitor grievance disposal, while senior secretaries are tasked with reviewing both registration and timely resolution of complaints. By institutionalising availability and responsiveness, the Bihar government aims to reduce bureaucratic inertia and make citizen engagement a routine administrative responsibility rather than a voluntary act.

Challenges Ahead

While the directive is a positive step towards pro-people governance, its success will depend on strict enforcement and effective implementation. Given Bihar’s historical challenges with bureaucratic delays, consistent oversight will be crucial to ensure that these reforms translate into tangible benefits for citizens.