Rajasthan CM Bhajanlal Sharma deploys 35 senior IAS officers at Call Center 181 to resolve public grievances directly, ensuring transparency and accountability.
In a historic move towards better governance, Rajasthan Chief Minister Bhajanlal Sharma has taken an unprecedented step to improve citizen engagement. Now, senior IAS officers who usually work behind closed doors in the Secretariat will directly attend calls from the public at the Rajasthan Contact Call Center 181.
35 Senior IAS Officers in the Field
To reform public grievance redressal, CM Bhajanlal Sharma has deployed 35 senior IAS officers across the state. Officers from Secretary to Additional Chief Secretary (ACS) rank have been assigned to the call center. They will not only receive incoming calls but also provide immediate instructions to resolve citizens’ issues.
‘10 Calls’ Duty Formula
Under the CM’s directive, Chief Secretary V. Srinivas issued official orders specifying the duty roster:
Duty Roster: Each officer has been assigned specific days for call center duty.
Mandatory Calls: Every officer must attend at least 10 calls per shift.
Monitoring: Officers will also personally monitor pending complaints on the portal and ensure timely resolution.
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Special Campaign from March 4 to May 28
This initiative will run as a special campaign from March 4, 2026, to May 28, 2026. During this period, officers will ensure that complaints pending on the contact portal for a long time are resolved without delay.
Notable officers like ACS Kuldeep Ranka, Sandeep Verma, Abhay Kumar, Shikhar Agarwal, and Aparna Arora are included in the duty roster, reinforcing the seriousness of this initiative.
CM’s Surprise Inspections Inspire Officers
In recent weeks, CM Bhajanlal Sharma conducted multiple surprise inspections at the 181 Call Center. On one occasion, he personally wore a headset and interacted with a complainant, assuring immediate resolution. The CM believes that direct citizen engagement by senior officers will encourage greater accountability and efficiency at lower administrative levels.
A New Era of ‘Public First’ Governance
The core objective behind this initiative is to implement the ‘Public First’ policy, ensuring that citizens feel heard and valued.
Accountability: District Collectors and Tehsildars now know that their files can be directly monitored by senior officers.
Transparency: Citizens will feel their voices reach the topmost levels of government, strengthening public trust in governance.
This step by the Rajasthan government marks a significant milestone in citizen-centric administration, setting an example for other states in India.
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