Chandigarh, Apr 9 (PTI) Haryana Governor Ashim Kumar Ghosh on Thursday said that the state ranks among the leading performers in the country in delivering government services to citizens within a stipulated
time frame.
This, he said, is a matter of pride for all of us.
He was speaking at Lok Bhavan on the occasion of the release of the Haryana Right to Service Commission's Annual Report for 2024-25.
He also appreciated the 'Auto Appeal System' implemented by the government, under which, once the stipulated time period lapses, an application is automatically converted into an appeal and brought to the notice of higher authorities for resolution.
The governor congratulated the commission, the state government, and all officials associated with this initiative for their continued commitment to strengthening public service delivery.
Ghosh said that Prime Minister Narendra Modi has consistently emphasised that governance should not remain confined to procedures alone, but must be based on tangible outcomes.
He has clearly stated that merely moving a file forward cannot be considered completion of work unless the grievance reaches a logical conclusion, the governor said.
Governor Ghosh also underlined that grievance redressal is a key pillar of democracy, where every citizen should receive a timely and meaningful response, and where technology and good governance together become powerful tools for public service.
He said that effective governance is based on transparency, accountability, and time-bound delivery of services. The Haryana Right to Service framework brings these principles together in an organised manner.
Fixed timelines, accountability at every level, and the provision of automatic appeals in case of delays make service delivery a structured and rights-based process.
Ghosh said that Haryana has developed a robust and responsive system, which is being seen as a model for other states. In particular, the use of technology through the Auto Appeal System strengthens administrative monitoring and makes service delivery more consistent and measurable.
Chief Principal Secretary to Haryana Chief Minister, Rajesh Khullar, said that the true measure of the success of any administrative system lies in ensuring that citizens receive services within the stipulated time frame in a transparent and effective manner.
Khullar stated that citizen service is the core philosophy of good governance, which the Commission has further strengthened in Haryana.
Continuous monitoring by the commission, a robust accountability mechanism, and time-bound delivery of services have brought about a positive change in the work culture of departments, he said.
Speaking on this occasion, Chief Secretary Anurag Rastogi stated that around 10-15 years ago, if a citizen applied for a government service, they often had no way of knowing at which level their file was pending or when they would receive the service. In many cases, even finding out the status of an application was difficult.
However, after the implementation of the Right to Service (RTS) system in Haryana, this situation has completely changed. Today, citizens are not only receiving services within a fixed time frame, but they can also easily track the status of their applications at every stage through a simple portal and a transparent system, Rastogi said.
Rastogi said that this transformation did not happen automatically, but is the result of years of institutional effort, accountability, and strong administrative will. The Haryana Right to Service Commission has played a historic role in this direction, he said.
The disposal of lakhs of complaints and applications stands as proof that the Commission has become a strong and reliable medium of trust for common citizens, he said.
Chief Commissioner of the Haryana Right to Service Commission, T C Gupta, stated that over the past 12 years, the commission has established a strong and reliable system in the field of time-bound delivery of citizen services.
He informed that at the time of the commission's establishment in 2014, the appeal process was entirely manual, which caused unnecessary complications for common citizens.
To address this challenge, the commission developed an innovative system like the Auto Appeal System (AAS), which has now become an effective model of good governance.
He said that currently, 802 notified services of 56 departments and organizations in the state are linked to this system. So far, 27,43,481 appeals and revisions have been registered, out of which 26,98,634 cases have been resolved. An approximate disposal rate of 98.4 per cent reflects the commission's effective functioning, technology-driven administration, and commitment to citizen welfare, he said.
Under the Haryana Right to Service Act, all notified provisions have been effectively implemented mainly across three categories, services, benefits, and grievance redressal, he said. PTI SUN NB
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