“Justice is not delivered by just pronouncing

order it is the implementation of the orders that matters”

The Uttar Pradesh Lokayukta:

“Efficient Redressal of Citizen Grievances”

Group No.5 “Point Pvt Ltd”

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INTRODUCTION

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‘LOKAYUKTA’• UP – Biggest state in India with largest

population in Northern part of the country.

• UP Lokayukta was establish under the “ UP LOKAYUKTA ACT, 1975”

• Purpose of investigating complaints against:– Government servants.– Employee of notified co-operative society.– Local authority.– Government corporation– Companies and societies.Tolani Institute of Management StudiesApr 17, 2023 5

COMPLAINT REDRESSAL PROCESS

GRIEVANCE AND ALLEGATION

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GRIEVANCE

PROCESSTolani Institute of Management StudiesApr 17, 2023

ALLEGATION

PROCESSTolani Institute of Management StudiesApr 17, 2023

Sr.No.

Type of complaint

2004 Time Deposit Mode of complaint

1. Grievance. 840 12 months

No deposit.

Post/ hand

2. Allegation. 130

970

5 years Rs.1000/- Post/hand

total

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System of ‘UP LOKAYUKTA’

• Mainly 4 sub-system:–Complaint Monitoring System.

(CMS)–Reminder Tracking System.(RTS)–File Tracking System.(FTS)–Relief Monitoring System.(RMS)

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Complaint Monitoring System

• It monitors all the details regarding complaint like date of complaint received, against whom complaint was made, complain is grievance or allegation, complain is accepted or rejected if rejected then reason for rejection etc.

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Reminder Tracking System

• It keeps record of time frame in which complaint send to complainee with solution.It sends reminders to the office and complainee.

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File Tracking System

• In this system all the files are neatly stacked in shelves so it will help in track of file as and when require.

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Relief Monitoring System

• File is closed only when complainants gain appropriate relief against complaint so this system keeps track of action taken against complainees.

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MISSION AND

OBJECTIVE OF

‘U.P. LOKAYUKTA’

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MISSION STATEMENT

“To ensure that the constitutional

state is maintained, public authorities respect citizens rights and

laws and that administrative problems are corrected.”

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OBJECTIVE

“To investigate and counter corruption and mal-administration in the functioning of the government

and the public office.”

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SITUATION OF THE CASE

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19

SITUATION

• Retirement of Justice SC Verma.

• Efficient working but little support from government by not providing suo moto powers.

• Action against corruption and mal – administration in the state.

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Cont…• Justice Verma further wanted to improve the

working of Lokayukta by promoting it in the newspaper and display boards.

• He has created a website www.lokayuktup.ac.in

• This led to manifold increase in the number of complaints received by the Lokayukta office.

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Cont…

• Because of growing complaints, a computerized CMS was designed to fit the requirements of the office.

• Employees did not have much knowledge about current technology because of which there was decrease in speed of solving complaints.

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Cont…

• Recently, the office has received budgetary support for training the staff members in IT. So, the efforts are on to fully automate and integrate the CMS, FTS, RMS, and RTS.

• As there was a shortage of manpower, he utilized the existing manpower by encouraging and retaining them.

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Cont…

• The growth in the scale of operation has been coupled with significant improvements in efficiency, effectiveness and responsiveness.

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SOLUTION

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1. Public awareness. 2. Media/press play significant role in covering

the cases of corruption and in mobilizing public opinion against such practices as also creates awareness for preventive measures.

3. Deterrent, effective and speedy punishment. 4. Re-organization of vigilance departments

and to be attached with LOKAYUKTA organization.

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5. Empowering public through transparency in administration.

6. Reducing political intervention in public administration.

7. Mechanization of offices- Computerization and Automating of procedures to provide citizen related information as also eliminate opportunities of corruption.

8. Mobilize public opinion and public

involvement and NGOs may play a vital role.

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9. Simplification of rules and Procedures.

10.Simplifying and classifying of administrative procedure in all matters in which citizens are directly involved.

11.The government should give Lokayukta suo moto power for speedy redressal.

12. The government should also permit to recruit full time employees.

13. High I.T. professionals should be recruited to handle I.T. work.

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14.Collaboration with private investigation agencies and to investigate the cases efficiently.

15. Recruitment of expert investigation officer to investigate the cases.

16. After retirement of Justice Verma, all these initiatives, stated above, should be continued.

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LESSONS LEARNT AS

AVERAGE MANAGER

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• Efficiency in terms of speedy redressal

• Effectiveness in terms of summoning the complainee offices

• Responsiveness in terms of time taken for judgment

• Leadership, directing and controlling the change.

• Change implementation from manual to I.T. system.

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SWOT

STRENGTHS

• Professionalism and commitment to work.

• IT system.

WEAKNESSES

• Employees are not Tech savy.

•They do not have SUO MOTO Power.

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SWOT

OPPORTUNITIES

• They are in India's biggest state.

•They can eliminate corruption & mal-administration.

THREATS:

• Senior government.

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• Democratic Leadership Style.• Managerial Grid. (9,9).• Path-goal theory.

MCCP Concepts used in the case

THANK YOU