Delhi Launches CM Jan Sunwai Portal

Delhi Chief Minister Rekha Gupta has launched the ‘CM Jan Sunwai Portal’ and a mobile application to enable citizens to submit complaints online. The initiative aims to strengthen grievance redressal through a technology-driven framework. Alongside the portal, the government introduced upgraded e-District services and a revamped admission system for students belonging to Economically Weaker Sections (EWS), Disadvantaged Groups (DG), and Children with Special Needs (CWSN).

The measures were unveiled as part of the Information and Technology Department’s digital governance push.

Integrated Grievance Redressal Platform

The CM Jan Sunwai Portal has been designed as a unified platform for complaints related to any government department. According to the Chief Minister, earlier systems lacked effective monitoring and often saw complaints being transferred without clear accountability.

The new system maps complaints, jurisdictions and departmental officers in advance. Citizens can register grievances through four channels: the online portal, mobile app, call centre (1902), or offline submission at the Chief Minister’s Office.

Three-Tier Accountability Mechanism

A structured three-tier grievance redressal mechanism has been introduced. Complaints will be handled by a Grievance Redressal Officer, followed by an Appellate Authority and a Final Appellate Authority if required.

Each complaint will receive a unique reference ID. Updates will be shared via SMS at every stage. Citizens can send reminders or link previous complaints. Negative feedback on resolution will trigger automatic escalation to higher authorities. The system operates on a feedback-driven monitoring model to ensure field-level accountability. Physical Jan Sunwai sessions will continue alongside the digital platform.

Reforms in EWS Admission and e-District Services

The government has also replaced outdated software used for EWS, DG and CWSN school admissions with a secure, cloud-based system. Aadhaar-based identity verification and digital verification of birth certificates are now mandatory. Income certificates will be verified through an integrated online system to prevent duplication and fraud.

Important Facts for Exams

• CM Jan Sunwai Portal provides multi-channel grievance registration in Delhi.
• It follows a three-tier redressal mechanism with unique complaint IDs.
• Aadhaar-based verification has been made mandatory for EWS admissions.
• Over 7,000 Common Service Centres operate across Delhi.

Expansion of Digital Governance Infrastructure

The e-District services have been integrated with more than 7,000 Common Service Centre (CSC) outlets across Delhi. Seventy-five services, including income, caste, residence, birth and death certificates, and social welfare benefits, are now linked to the portal. Additionally, the ‘CM Pragati’ platform has created a comprehensive digital record of government land and buildings, marking a step towards improved asset management and transparency.