Visitors to Rate Govt Services as Maharashtra Rolls Out Feedback Forms Across Departments

Pune, 7th February 2026: In a move aimed at improving citizen experience in government offices, the Maharashtra government has directed all state-run departments to introduce a structured visitor feedback system. Every person visiting a public office will now be able to rate services on a scale of one to five.

According to officials, a standard feedback form has already been circulated to departments. Visitors will be asked to assess offices on five key aspects — cleanliness and visitor amenities, quality of service received, conduct of officials, overall experience, and the effectiveness of government schemes delivered through the department.

Each office has also been instructed to install a sealed feedback drop box. The box will remain locked throughout the month and will be opened only on the fifth working day of the following month.

The head of the department (HoD) will be responsible for opening the box and reviewing the responses in the presence of staff members and members of the public. Based on the analysis, the HoD must initiate corrective steps to improve the department’s performance in the next cycle.

A notification issued by the General Administration Department (GAD) on February 4 stated, “Feedback should be divided into two categories — suggestions that can be acted upon immediately and those that need policy-level decisions. Practical recommendations must be implemented without delay, while policy-related inputs should be forwarded to senior authorities with a copy marked to the GAD secretary for government-level action.”

Activist Dilip Desai from Kolhapur welcomed the idea but stressed the need for strict implementation. “People often go to government offices only to find that the concerned officer is not at their desk. Senior officials rarely make time to meet citizens, and files don’t move unless you have influence. The Right to Services Act exists on paper, but not in practice. Ordinary people deserve timely service, just like those with political or contractor connections,” he said.

A senior officer from the revenue department said the initiative is designed to rebuild public confidence. “This system focuses on how visitors are treated — from seating and waiting time to the attitude of staff. The idea is to ensure that people leave government offices feeling heard and respected,” the official said.