the Citizen Support Portal, he will, for the benefit of the House, obtain from the Citizen Support Unit, inf…
(No. B/774) Mr L. Caserne (Third Member for Port-Louis North & Montagne Longue) asked the Prime Minister, Minister of Defence, Home Affairs and External Communications, Minister of Finance, Minister for Rodrigues and Outer Islands whether, in regard to the Citizen Support Portal, he will, for the benefit of the House, obtain from the Citizen Support Unit, information as to – (a) the manner in which complaints lodged through same are followed-up and monitored, and (b) if consideration will be given for the inclusion of State-Owned Companies offering services to the citizens thereon and, if so, when and, if not, why not.
Madam Speaker, the Citizen Support Portal (CSP) which was launched in April 2017, is a digital platform that allows citizens to register their complaints, queries, and suggestions related to government services. Each registered complaint is allocated a ticket number. At the backend of the portal, the CSP connects 583 Ministries, Departments,
29 Local Authorities, Parastatal Bodies and some State-Owned Companies for the purpose of resolving the complaints and channelling the suggestions and queries. Madam Speaker, in regard to part (a) of the question, when a citizen registers a ticket through the website or a mobile app, it is automatically channelled to the CAB nearest to his residence. The Citizen Support Officer (CSO) posted there, reviews the case and, where possible, addresses the problem. If the issue requires support from any Ministry or Department or Parastatal Body, then the CSO transfers the ticket directly on the system to the Desk Officer or the Focal Point designated by the organisation concerned. It is the responsibility of the organisation to resolve the ticket within different timeframes set by them and to inform the complainant accordingly. The Focal Point analyses and monitors all the tickets which have been created within the Organisation and its subsidiary Departments and Parastatal Bodies. The CSU also conducts an overall monitoring of tickets registered on a regular basis to identify recurring and systemic issues and provide Ministries with evidence-based insights for performance monitoring, policy, and service improvement. Madam Speaker, in regard to part (b) of the question, I am informed that as at 24 July 2025, 14 State-Owned Enterprises under the aegis of various Ministries have been included into the CSU software ecosystem and data analytics dashboard. Other State-Owned Enterprises, Statutory Bodies, and Parastatal Organisations are bring encouraged to register on the Portal. It will be in the public interest that all such bodies be taken on board of the CSU Portal.
Thank you. Yes, the hon. Second Member for Rodrigues, Mr François! CHAGOS ARCHIPELAGO – UK GOVERNMENT & MAURITUS AGREEMENT – CITIZENSHIP RIGHTS OF CHAGOSSIANS