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A panchayat in Kerala launches online survey to get people’s feedback on its services

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Following the footsteps of big corporate companies in measuring how satisfied customers are with their offerings and services, a panchayat in Kerala has launched an online survey to analyse whether people are happy with its services.

It’s a first of its kind initiative in the state by Kumbalangi Grama Panchayat to gauge its performance by directly taking inputs from the public. Panchayat President Leeja Thomas Babu said the aim of the survey is to analyse whether people are happy with the services of the panchayat and to identify the areas where the services need to be improved. “We want to make the panchayat as people-friendly as possible and deliver best services to the people easily and better. The inputs from the online survey received at the ward level will be reviewed separately,” Leeja Thomas said.

The survey mainly collects inputs on the overall performance of the panchayat office. The people are asked to fill in an online survey form to provide their valuable inputs. The main questions in the survey form are : What is your assessment of the front office at the Panchayat? Is the behaviour of front office staff satisfactory?

The survey has six such questions to evaluate the services of the office mainly attitude of the staff of the panchayat office, processing time of application forms and quality of grievance redressal system. It also seeks inputs from the people to improve the quality of services.

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