Byline – Pankaj Jain
New Delhi, Feb 21 (.) Seeking to streamline how citizens engage with the administration, the Delhi government on Saturday launched the CM Jan Sunwai Portal and mobile application, creating a single-window platform for lodging complaints across multiple civic and government bodies.
Inaugurating the initiative at the Delhi Secretariat, Chief Minister Rekha Gupta said the platform is designed to centralise grievance redressal and introduce structured monitoring to ensure time-bound action.
Gupta also inaugurated e-District services through the CSC Digital Seva Portal and a new online admission platform for EWS categories.
Describing the initiatives as citizen-centric reforms inspired by the ‘Digital India’, the Chief Minister said the objective is to enhance transparency, accessibility and accountability in government functioning while eliminating corruption.
Addressing officials and stakeholders, Gupta said technology is bridging the gap between the administration and the people.
“These portals and apps are not merely digital platforms, but a testament to our commitment to good governance and ‘Sabka Saath, Sabka Vikas’,” she said.
Gupta said the CM Jan Sunwai Portal will function as an integrated grievance redressal platform, enabling citizens to register complaints related to the Municipal Corporation of Delhi (MCD), Delhi Development Authority, Delhi Police and all departments of the Delhi Government on a single interface.
She noted that although complaint platforms existed earlier, there was no effective monitoring mechanism. Complaints were often transferred between departments without clarity on timelines or action taken.
The new system addresses this gap through a structured three-tier grievance redressal mechanism comprising the Grievance Redressal Officer (GRO), Appellate Authority (AA) and Final Appellate Authority (FAA).
Complaints can be registered through four modes – the online portal, mobile app, call centre (1902), and offline submission at the Chief Minister’s Office. Each complaint will receive a unique reference ID, with SMS updates at every stage. Citizens can send reminders, link to previous complaints, and provide feedback. In cases of negative feedback, complaints will be automatically escalated to higher authorities.
Gupta said the platform is 100 per cent feedback-driven, ensuring field-level accountability. Physical Jan Sunwai sessions will continue, but citizens can now register grievances digitally from anywhere.
To ensure transparency in school admissions under the Economically Weaker Section (EWS), Disadvantaged Group (DG) and Children With Special Needs (CWSN) categories, the government has introduced a secure, cloud-based digital system replacing outdated software.
Aadhaar-based identity verification, digital verification of birth certificates, and integrated online income certificate validation have been made mandatory to prevent duplication and fraud. Seat allocation will be conducted through an automated system, and parents will receive real-time updates on application status.
Gupta said the reforms aim to eliminate middlemen and ensure that eligible children receive their rightful access to free education in private schools in a fair and transparent manner. Reduced human intervention is expected to curb corruption and delays.
Delhi Education Minister Ashish Sood said the portal has been developed in collaboration with the National Informatics Centre to prevent duplication and irregularities.
He added that substantial public funds are allocated annually for EWS students’ fees, uniforms and other expenses, and it is the government’s responsibility to ensure the benefits reach genuine beneficiaries.
To bridge the digital divide, the government has integrated e-District services with the Common Service Centre (CSC) network.
More than 7,000 active CSC centres across Delhi will now deliver approximately 75 services locally, including issuance of income, caste and residence certificates, birth and death certificates and services related to social welfare, food and civil supplies, labour and education.
Each service will carry a nominal fee of Rs 30, a move the Chief Minister described as historic in curbing financial exploitation by private cyber cafés and ensuring affordable access to government services.
Gupta also announced the creation of a comprehensive digital record of all Delhi Government assets through an Asset Management Portal, enabling consolidated access to information on land, buildings, availability and encroachments.
Through the ‘CM Pragati’ portal, government projects are now being monitored in real time. Project status, approvals, pending files and reasons for delay are directly accessible at the Chief Minister’s level to accelerate execution and prevent cost escalation.
Delhi IT Minister Pankaj Kumar Singh said a Cyber Crisis Management Plan has been implemented to strengthen website and data security. Over 200 departments are operating through the e-Office system to promote paperless governance, and all government websites have been integrated onto a unified platform. A WhatsApp-based citizen service is also set to be launched soon.
Citizens can lodge complaints through the official CM Jan Sunwai Portal at or via the ‘CM Jansunwai’ mobile application available on the Google Play Store.
After clicking on ‘Register a Complaint’, users must verify their mobile number through OTP authentication, fill in grievance details including department and locality, and upload supporting documents if required.
Upon submission, a reference number is generated to track the complaint status, send reminders and provide feedback.
Officials said the system enables residents to file grievances from home, track progress online, and ensure timely redressal without visiting government offices.
. PKJ AKU