Proposal for a Government Employee Feedback System in India

The need for a structured government employee feedback system in India is pressing, as citizens frequently experience mistreatment, neglect, and lack of prioritization in public offices. Below is a detailed outline of the proposed system, its operational framework, monitoring mechanisms, and solutions to potential challenges.

Sources Highlighting the Issue:

1. The Times of India, "Public Grievances Highlight Bureaucratic Apathy in Government Offices," Link
2. Hindustan Times, "Citizens Face Harassment in Government Departments," Link
3. The Indian Express, "Need for Accountability in Public Services," Link

System Operation

Feedback Submission Process

Upon visiting a government office, a citizen who experiences unprofessional behaviour from an employee may provide feedback via a designated QR code displayed outside the office. Scanning the QR code directs the citizen to a digital interface listing all active employees in the respective department or office. The citizen selects the employee in question and assigns a rating on a scale of 1 to 10 stars.

Consequences of Low Ratings

1. If an employee’s average rating falls below six stars, an automated system will initiate their transfer to another department in a different city, with no provision for human intervention to override this action.
2. Should the employee’s rating further decline below three stars at the new location, their employment will be terminated automatically, unless evidence suggests deliberate manipulation of ratings.

Monitoring and Appeals Process

1. A dedicated team based in a centralized office in Delhi will oversee the system. This team’s responsibilities include reviewing appeals, identifying irregular reporting patterns, and approving or denying requests based solely on evidence of rating manipulation. The team will operate under strict guidelines to maintain impartiality, showing leniency only in cases of clear rating manipulation.
2. In instances of unreported corruption within a department, a time-bound inquiry (limited to two weeks) will be conducted. If it is determined that employees were aware of but failed to report corrupt practices, all involved individuals will face a fine equivalent to 20 times the corruption amount and immediate suspension.

Challenges and Proposed Solutions

a. Challenge: Malicious Mass Reporting

There is a risk of individuals orchestrating false negative ratings against an employee for personal vendettas.

Solutions:

1.1 Feedback submissions will be restricted to within a 50-meter radius of the office premises to ensure proximity.

1.2 Each citizen may submit only one rating per employee per month to prevent repetitive abuse.

1.3 Submission of verifiable proof, such as a receipt, document, or a live photograph of the employee, will be mandatory where applicable to validate the interaction.

b. Challenge: Transfer Locations

Determining appropriate locations for employee transfers may pose logistical challenges.

1. Solution: Transfers will be executed based on available vacancies within state or central government jurisdictions, as tracked by the system’s software.

c. Challenge: Handling Agitated Citizens

Employees may face unfair ratings from citizens who are already upset upon entering the office.

1. Solution: The system is designed to assess performance over multiple interactions, mitigating the impact of isolated incidents. Employees are encouraged to maintain consistent professionalism and request positive feedback from satisfied citizens to balance their ratings.

d. Challenge: Manipulation of Ratings by Employees

Employees may attempt to artificially inflate their ratings by soliciting positive feedback from friends or family.

1. Solution: The system’s software will employ pattern recognition to detect anomalies in rating trends. If suspicious activity is identified, the Delhi-based monitoring team will initiate an inquiry. Confirmed manipulation will result in the employee’s suspension. Additionally, if the head of the department fails to report such misconduct prior to the inquiry, they will face penalties for negligence.

Where will it be applicable?

1. Government universities (non-teaching staff)
2. Government offices and departments
3. Police stations

Conclusion

The proposed government employee feedback system aims to enhance accountability and professionalism in public services across India. By leveraging technology, imposing strict consequences, and addressing potential misuse, the system seeks to create a transparent and fair mechanism for citizen feedback while safeguarding employees from unjust actions.

Do you think we missed something? Or want to be a part of this draft as we add more ideas and solutions? join this group to be a key part in drafting this system.