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IGRS (Integrated Grievance Redressal System)The Client
Departments of the State Government, Ministries at the GoI The Beneficiaries
The Background Information
In the process of bringing socio-economic development, the state government initiated various schemes for the purpose. Since these schemes were all citizen driven, it was required for citizens to be able to assess them so as to provide constructive feedback on their functioning. However, this prospective that the citizens must interact with the Government was often overlooked. Many e-govt. projects simply acted as cover-up technologies offering little advantage to citizens. Therefore a great divide exists in these Govt.’s initiatives. ICT could have helped Government to provide a common platform to reduce this disparity. Through ICT, various Govt. programs and their status can be assessed by the people and grievances can be looped in appropriate redressal forums. However past experience in implementation of grievance redressal system has not been a happy picture all through. Even today, a genuine complainer has no knowledge on whom to address. The fear of wasting time & money prevents him to vent his grievances. Such prevailing situations have given rise to power brokers, who collect money from the villagers to register their problems. Thus for nearly every project, the story is one of growing discontentment among the project affected persons. Benefits Realized by the Client
The Requirement
An IT intervention was required which would not only look at the grievance registration, but also ensure its successful delivery culminating in the work getting done. Requirement from this intervention was also to pin-point the responsible authorities and judge their performance from these grievances. All this through a toll free number (155335) operating through a 10*6 call center. The CSM Solution
Sanjog Helpline is a Sahaj-Saral-Safal way of grievance redressal. This statement also holds good for the Government making use of IGRS (Integrated Grievance Redressal System). The ICT tool of Sanjog Helpline ensures that the grievance of complainant is sent to the right office to the right officer in real time. It is developed on a web enabled multi-lingual platform which will receive complaints through its 9AM to 5PM Call Centre. This call center is responsible for entering the details of the complainant and the grievance in the web portal of Sanjog helpline at www.sanjoghelpline.in. This is the first foray into the online portal. Once a grievance is registered, the built in intelligent system ensures that it is forwarded to the appropriate person for its redressal. The system automatically tracks and pursues the status of grievance with this concerned person. The complainant through a ticket number can find out the status of his grievance through the portal anytime. Thus the web portal contains and maintains a database of all grievances registered specific to location, nature of complaint and concerned authority of redressal. However, this is not all. The system can automatically escalate the complaint, if not solved to the seniors in the hierarchy. This is done through a unique configuration module, wherein pre-formatted government letters which ink-signed signatures of the seniors are dispatched by the system to the concerned officer for the grievance. Records of these escalation combinations are also recorded. Once a grievance is closed or sorted, the web portal automatically updates the status. Therefore right from registering a grievance, a citizen or a project authority can have the complete picture of the complaint and the entire mode of operations involved, along with the delays incurred in between. |
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