User Manual for eKaaSel

1. Introduction

This document is a step-by-step user guide for Bhutanese citizens to use the eKaaSel portal developed by the G2C Office under the Prime Minister's Office in pursuit of improving public service delivery. Using this portal, Bhutanese citizens can submit their grievances online relating to public service delivery.

The eKaasel is developed to ensure efficient, transparent and speedy redressal of complaints and grievance. The eKaaSel unifies all relevant stakeholders starting from the Prime Minister's Office to the individual department level, with the citizen under a common collaboration platform.

2. Features

The salient features of the eKaaSel are to:

  • Citizens can submit their feedback and grievances on both specific G2C service delivery as well as generic non-G2C service related matters.

  • Citizens can track their application and view the record of activities performed on their application

  • Citizen can receive an automated email/SMS notification on successful completion and on resolution of their application.

3. Registering on the eKaasel System

In order to put up any grievance, first one has to register on the citizen portal. To do so please visit the portal at: "www.citizenservices.gov.bt " and click on "register" link highlighted on the image below (top right section of the page).

Provide your Citizenship Identity Card number and click the "confirm" button. Your names will pop up.

Enter your mobile number and valid email address and click the "submit" button

4. Logging on eKaSeel System

After you receive the login credentials click the "login" link near the "register" link.

Once you login, you will see the eKaaSel (Voice of the Customer) Button, click on the button where it will open a page asking you whether the grievance/feedback is G2C Service related or non-G2C related. Select the appropriate option.

5. G2C related Complaints/Grievance

5.1. For G2C Related Complaints/Grievance

  • Select "G2C" for G2C Service related complaints

  • Provide a valid application number.

  • System will authenticate the application number and identify the target government agency.

5.2. Application form

The application submission form as shown below will be displayed. 

  • Select the type of application (Suggestion/Feedback/ Complaint/Remarks) and the grievance category

  • Enter a valid Citizenship Identify Card Number for the applicant

  • Provide valid contact details and Remarks and attach supporting documents if applicable and click on "submit"

Please note all the mandatory fields will have to be completed

5.3. Unique Application Number

Application will be submitted and system will generate a unique application number for further tracking.

Click the link "Check Grievance Status" at the "Link" bar and provide the application number and click on Submit button.

5.4. Application Tracking

System will display instantaneous status of the submitted grievance and also indicate the name of the agency where the application has been forwarded. You will also receive SMS notification with which you can log on the portal and track yourself or you can call Contact Center (Toll free # 1199) for assistance.

6. Non - G2C Related Complaints/Grievance

Select "non G2C" for non G2C Service related complaints

Provide a valid application number

System will authenticate the application number and identify the target government agency

6.1. Application form

The application submission form as shown below will be displayed.

  • Select the type of application (Suggestion/Feedback/ Complaint/Remarks) and the grievance category
  • Enter a valid Citizenship Identify Card Number for the applicant
  • Provide valid contact details and Remarks and attach supporting documents if applicable and click on ‘submit'
  • Please note all the mandatory (marked red *) fields will have to be completed

6.2. Unique Application Number

Application will be submitted and system will generate unique application number for further tracking.

Click the link "Check Grievance Status" at the "Link" bar and provide the application number and click on Submit button.

6.3. Application Tracking

System will display instantaneous status of the submitted grievance and also indicate the name of the agency where the application has been forwarded.

Select the complaint type as non-G2C service related.

The application submission form will be displayed where you can fill it up and submit it.

Once you submit any grievance or feedback through the system you will receive SMS with the application number with which you can track the status either through the portal or calling the G2C Contact Center (Toll free number - 1199).