Rajasthan Sampark and Grievance Redressal System

4.1 Rajasthan Sampark (Helpline 181)

Rajasthan Sampark is the state's integrated citizen grievance portal and call centre, launched in 2013 under the Right to Hearing Act framework.

Key features:

• Toll-free helpline 181: 24×7 call centre; available in Hindi and Rajasthani dialects; assisted complaint registration
• Online portal: sampark.rajasthan.gov.in — web and mobile complaint registration
• Jan Aadhaar integration: Complaints linked to Jan Aadhaar number for identity verification and follow-up
• Three-tier escalation: Complaint registered → Forward to designated officer → Appellate authority → Rajasthan Sampark HQ
• Disposal target: Resolution within 21 days (Right to Hearing Act provision)
• Scale: 2 crore+ complaints registered annually

Categories of complaints handled:

• Welfare scheme delivery failures (pension not received, ration not given, MGNREGS wages delayed)
• Property and revenue matters
• Law and order complaints (forwarded to police)
• Municipal/Panchayat service complaints
• Health and education service failures

4.2 Jan Soochna Portal and Proactive Disclosure

The Jan Soochna Portal (jansoochna.rajasthan.gov.in) — launched by CM Ashok Gehlot on 17 September 2019 — is Rajasthan's signature governance transparency innovation.

What it does:

• Proactively publishes government data on 100+ schemes without citizens filing RTI applications
• 45+ departments contribute real-time or monthly-updated data
• Beneficiary lists: Who is enrolled in which scheme, in which village
• Payment records: When MGNREGS wages were paid, to whom
• Mining lease information: Which company holds which mining lease in which village
• Government employee postings: Current posting of all government teachers, doctors
• Court case status linked to government departments

Why it's innovative:
The traditional RTI Act 2005 requires a citizen to file an application for specific information. Jan Soochna flips this — the government publishes proactively without being asked. This is called "Section 4 compliance" in RTI theory (proactive disclosure). Most governments do minimal compliance; Jan Soochna goes far beyond.

International recognition: Jan Soochna has been cited by the United Nations Development Programme (UNDP), Open Government Partnership (OGP), and several academic studies as a world-leading model for proactive government transparency.

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