Change Management,SeMT,DST,Gujarat.09/14/2011

Concept Note forCitizen Grievance Redressal-

Government of Gujarat

Concept Note for Citizen Grievance Redressal - Government of Gujarat

Table of ContentsProject Name:........................................................................................................................................3

Problem Definition:...............................................................................................................................3

Envisage Solution:.................................................................................................................................3

Project Objective:..................................................................................................................................3

Project Scope:........................................................................................................................................4

Project Concept:....................................................................................................................................4

Key Benefits of The Project:.................................................................................................................6

Project Key Components:......................................................................................................................6

Project Name:

Citizen Grievance Redressal- Government of Gujarat

Problem Definition:

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Concept Note for Citizen Grievance Redressal - Government of Gujarat

In day to day life, there are multiple occasions when citizens have to interact with the government bodies (government departments). Citizens seek various government services for which they may or may not have to pay (ex. Passport, Licenses, Utility payment etc). Sometimes citizens do not get expected results for the requested services (i.e. in time processing of application, application rejection, bribe etc.) or they may not be communicated properly by government bodies. Such situations create grievance among citizens. If such grievances are not addressed in time with right approach & justice, citizen may loose faith in Government & at worse in democracy where as a proper grievance redressal can surely increase citizens’ satisfaction towards government. Although various government departments are providing options for grievance redressal for the services offered however the effectiveness & control are matters of question.Therefore a project should be undertaken which will provide a centralize solution for all kind of grievances of the citizen on one common plateform.

Envisage Solution:

To achieve this objective, a state grievance portal should be created along with a 18*5 helpline no. so that all kind of grievances are raised and addressed according to define SLAs. Government may provide this service to the citizens on chargeable basis in order to sustain the initiative

Project Objective:

This project is envisaged to provide a common platform to deal with all kind of grievances of Citizens of Gujarat.

Project Scope: The present scope of this project will be limited for Gujarat state. However as per the lessons learned from the project, it may be considered for implementation in other states of India.

Project Concept:

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Concept Note for Citizen Grievance Redressal - Government of Gujarat

A portal should be developed by an implementing agency (IA) just for addressing citizens’ grievances. It should be consider as separate state MMP. All the departments of Gujarat Government will require to provide list of the direct/indirect citizen centric services. The IA will create the grievance redressal forms according. All such forms will be hosted on state grievance portal

The framework of such portal will be very much similar with the state service portal. i.e. it should have front end, service delivery gateway & back-end integrated. Like state service portal, Citizen should be able to access this portal through internet, intranet (SWAN), CSCs. However unlike state portal, this MMP should have an addition piece which is 18*5 helpline number. Since telecom networks have great presence across India, a dedicated 18*5 call centre should set up for facilitating those people who are on the other side of digital bridge i.e. those who are not blessed with computer literacy or do not have access of internet. The call centre team will log a grievance as per the information given by the citizen. For the grievance logged in any fashion. i.e. by call, through CSCs, internet/intranet, citizen will get a unique ref. no. & logged ticket will be diverted to respective department through SSDG. Implementing Agency will allocate dedicated resource/team to each government department covered under this MMP. This team/resource will work closely with department & ensure that the grievances are addressed properly & citizen gets response accordingly on their grievance raised through SMS.

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Concept Note for Citizen Grievance Redressal - Government of Gujarat

High Level Process work flow:

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Concept Note for Citizen Grievance Redressal - Government of Gujarat

Key Benefits of The Project:

a. Increased citizen moraleb. Increased citizen satisfactionc. Minimize corruptiond. Improved efficiency of government departmente. More responsible citizens

Project Key Components:

a. A state grievance web portal duly integrated with back end (For ICT literate citizens who can raise their grievance on their own)

b. A centralized call centre (For those citizens who wants to raise the grievance through telephone or mobile)

c. An Implementing Agency (IA) which will create the web portald. An O&M Agency which will operate the call centre on day to day basis

& also deploy its resources in each of the government department.e. A 3rd Party auditor agency to ensure performance of IA as well as O&M

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