Centre to launch 'Twitter Seva' to reach citizens
NEW DELHI: The Union home ministry will soon launch its own 'Twitter Seva' forum to capture citizens' grievances aired through various social media handles related to the ministries and have them addressed, where actionable, through its departments and divisions.
The initiative will be on the lines of the successful 'Twitter Seva' interface being run by the ministry of external affairs to address complaints and grievances raised by resident and non-resident Indians relating to passport/visa and other foreign policy issues.
On Thursday, Union home secretary Rajiv Mehrishi met Twitter Seva head for South Asia and South East Asia Raheel Khursheed to discuss the proposal to create a grievance redressal mechanism for the ministry with the 'Twitter Seva' software.
According to a home ministry official, the ministry will identify some keywords relating to public services rendered by its various departments as well as issues directly handled by the ministry. Each time a citizen tweets a grievance or complaint relating to the keyword, it will reflect on a central server within the home ministry. Where these grievances and complaints are found actionable, the department concerned will initiate process for their redressal and accordingly inform the complainant on Twitter.
An official said keywords will be carefully chosen and kept at a bare minimum initially to ensure that home ministry's 'Twitter Seva' is not flooded with random and irrelevant requests not related to issues directly under its domain.
The authorities concerned will be assigned to resolve problems and difficulties of people on a real-time basis, said a home ministry official.
The home ministry currently runs nearly 10 Twitter handles, including two belonging to Union home minister Rajnath Singh and one each belonging to Union ministers of state for home Kiren Rijiju and Hansraj Gangaram Ahir.
The initiative will be on the lines of the successful 'Twitter Seva' interface being run by the ministry of external affairs to address complaints and grievances raised by resident and non-resident Indians relating to passport/visa and other foreign policy issues.
On Thursday, Union home secretary Rajiv Mehrishi met Twitter Seva head for South Asia and South East Asia Raheel Khursheed to discuss the proposal to create a grievance redressal mechanism for the ministry with the 'Twitter Seva' software.
According to a home ministry official, the ministry will identify some keywords relating to public services rendered by its various departments as well as issues directly handled by the ministry. Each time a citizen tweets a grievance or complaint relating to the keyword, it will reflect on a central server within the home ministry. Where these grievances and complaints are found actionable, the department concerned will initiate process for their redressal and accordingly inform the complainant on Twitter.
An official said keywords will be carefully chosen and kept at a bare minimum initially to ensure that home ministry's 'Twitter Seva' is not flooded with random and irrelevant requests not related to issues directly under its domain.
The authorities concerned will be assigned to resolve problems and difficulties of people on a real-time basis, said a home ministry official.
The home ministry currently runs nearly 10 Twitter handles, including two belonging to Union home minister Rajnath Singh and one each belonging to Union ministers of state for home Kiren Rijiju and Hansraj Gangaram Ahir.
