RAJASTHAN SAMPARKAn e-initiative

of Government of Rajasthan

Integrated Grievance Redressal System

GRIEVANCE REDRESSAL

…and listening to that voice

is the key test of Good

Governance”

“People’s voice is the key driver of a

democracy…

Citizens do have grievances of all kinds-

Personal issues or Public issues Policy level or Administrative level Basic Needs or Larger Expectations

Expectations from the Government, not duly met, become Grievances

Therefore

Legitimate expectations should ideally be met duly

It should not be allowed to get converted into a Grievance

If it does, effort should be made to redress at the local level,

If it is not possible at the local level , it must automatically get escalated to the next higher level

GRIEVANCE REDRESSALCRUCIAL FOR GOOD GOVERNANCE

Forums & Platforms- Not Synthesized Public hearing at office, Field Visit, campaign, Jan Sunvai Meetings of Vigilance and other committees

Technological Tools & portals- Not Common Sugam, CMIS, RGDPS, Helpline (Local, Departmental & State level CCC)

Acts & Rules- Not properly Followed Rajasthan Guaranteed Delivery of Public Services Act, 2011 The Rajasthan Right to Hearing Act, 2012 Right to Information Act, 2005

Previous Scenario

Not Properly Registered:

No mandatory forum for registration &

Paper-based process is cumbersome

Not Properly Monitored:

No mandatory forum for redressal

Not Properly Redressed:

People may move from one office to

anotherWith no solution

Not transparent: Officials had no fear of

being exposed

S No District Total Relie

fInterim Relief

Rejected

False Case Filed

Not Possibl

e

% of Relief

% of Interim Relief

% of Filed

1 Ajmer 994 297 430 4 48 118 97 29.88 43.26 11.87

2 Alwar 1095 335 632 39 31 18 40 30.59 57.72 1.64

3 Banswara 585 551 0 27 1 3 3 94.19 0.00 0.51

4 Baran 832 212 344 30 79 49 118 25.48 41.35 5.89

5 Barmer 1000 164 191 15 200 374 56 16.40 19.10 37.40

6 Bharatpur 1239

2 1706 3471 2259 463 1558 2935 13.77 28.01 12.57

7 Bhilwara 478 169 32 19 35 149 74 35.36 6.69 31.17

8 Bikaner 1207 814 132 23 15 56 167 67.44 10.94 4.64

9 Bundi 863 462 196 23 38 40 104 53.53 22.71 4.63

10 Chittorgarh 1551 959 83 47 26 338 98 61.83 5.35 21.79

11 Churu 1093 298 295 2 81 376 41 27.26 26.99 34.40

12 Dausa 1511 751 412 6 186 99 57 49.70 27.27 6.55

13 Dholpur 8884 1115 350 599 336 5851 633 12.55 3.94 65.86

14 Dungarpur 82 31 3 2 11 26 9 37.80 3.66 31.71

15 Hanumangarh 756 385 100 0 93 15 163 50.93 13.23 1.98

16 Jaipur 179 13 3 7 4 141 11 7.26 1.68 78.7717 Jaisalmer 590 198 219 26 14 60 73 33.56 37.12 10.17

OLD SYSTEMDISPOSED GRIEVANCES CATEGORY WISE

Complaints are not disposed Properly

Formal Entry of on

Portal

Formal Hearing in

Public Meetings

Formal Disposal with due Report

Formal Monitoring by Cross

Verification

4Ways

Methodology of Rajasthan Sampark

Citizen Public Represent

atives

Social Activist

sOfficials

Common Integrate

dPortal

Specific Facility Centres

3Major

Changes

JAN SUNWAI

Mechanism

RAJASTHAN SAMPARK Grievance Redressal Portal

RGDPS PortalSugam Portal

District Sampark Portal/CCC CMIS Portal

Rajasthan Sampark

Integration of different platforms making it common to all

Citizens

Interface Forum Redressal

Citizen Interface

OnPortal

ByPublic

Hearing

Disposal

Mode of Communicati

on &Feedback

By Portal

By RS Centre

By Helpline

Verification

Cross-Verification

Hearing

Portal

By Mobile App

Communication

Feedback

Entry

Allocation

Disposal

Verification

Reopening

Redressal

DisposedRelief

RejectedUnder ProgressPartial

actionAbeyance

Personal Matters: Cases related to applicant only, need specific

attentionPublic Matters: Cases related to Common Citizen, need wider

attentionGovernment Servants Own Matters:Cases related to Government Servants, need office

level attention

PROCESS & PROCESSING

Applications are disposed in following

CategoriesTransferredAllocatedReallocatedMergedReopenedVerified

Applications could be processed in following

Categories

Applications are Registered in following Categories

Process

ACCESSIBILITYIntegrating Different Modes, Different Forums

MAIN MODULES Grievance

Registration Samadhan

Meetings Campaign

Visit Tour, Visit &

Inspection RAAS Online

Services News

Cuttings Ideas &

Innovations Acts & Rules Useful

Weblinks

RAJASTHAN SAMPARK

Main FeaturesGrievance Entry Module Citizen Mode Official ModeGrievance Report Module Consolidated Report Customized Report Other ReportProcessing Module Verification of Relief and Rejected cases De-duplication of cases

Dashboard for Grievance Registration and Disposal

TOUR, VISIT & INSPECTIONS

Scheduler for all types of Visits Notification of Scheduled Programme Meeting Reports of Visits

RAJASTHAN SAMPARK

Main Features Report on Visits Display on Visit Routes

Dashboard for Sarkar Apke Dwar Campaign

DIFFERENT REPORTS

Consolidated Report Customised Report

User Log-in ReportUser Name Report

OTHER MODULES

Weblinks For Important Government Sites and Official mails

Ideas & Innovations RAAS

Online ServicesActs & Rules

Rajasthan

SamparkHelp

with FAQ

Mobile App

Widgets based

Dashboard

Single Sign On Facility

Individual

Dashboard

Complaint on Phone

Verification Tools

Circular Reposito

ry

ADDITIONAL FEATURES

MOBILE APP FOR INSPECTION

MOBILE APP

Click icon to add picture

• District Level • Block Level• Gram Panchayat Level

FACILITY CENTERS

RAJASTHAN SAMPARK KENDRA

FACILITY CENTERS RAJASTHAN SAMPARK KENDRA

Note:- Person will get Token/ Receipt as he submits application to ensure First Come First Out

Public Window with waiting room

Photo-copy, Scanning, net/webcam facility

e-mitra/CSC facility

Manual Formats for Applications of different departments

VC with & meeting room facility

A designated officer

JAN SUNWAIPublic Hearing

DIFFERENT LEVELS OF JUNSUNWAI State Level Jun Sunwai

Hon'ble CM's Jan Sunwai Minister Level Jan Sunwai

District Level Jun Sunwai By Minister in Charge & OIC Secretaries By Distict Collectors & DLOs

Sub-District Level Jun Sunwai By SDMs & BLOs- Block Level By Adopter- Cluster Level

Officers/Level

Monday Tuesday Wednesday

Thursday Friday SaturdaySunday

Sub District LevelSDM Office Field Visit Office Jan Sunwai Field Visit HolidayBDO Office Field Visit Office Jan Sunwai Field Visit HolidayTehsildar Office Field Visit Office Jan Sunwai Field Visit HolidayN.Tehsildar Office Field Visit Office Jan Sunwai Field Visit Holiday

Panchayat LevelGram Sewak

Village Visit Panchayat

Village Visit

Jan Sunwai Panchayat

Holiday

Patwari Village Visit Panchayat

Village Visit

Jan Sunwai Panchayat

Holiday

AgricultureSupervisor

Village Visit Panchayat

Village Visit

Jan Sunwai Panchayat

Holiday

FORMAT FOR FIELD VISIT CALENDAR

• Collector and other DLOs will visit Panchayats as above by prioritizing remote Panchayats

• SLOs will also visit as per norms to be prescribed by ADs

SARKAR AAPKE DWAR

State Level Visits

APKI SARKAR, AAPKE DWAR

Bharatpur- 9-18 Feb, 14

Bikaner- 19-30 Jun, 14

Udaipur- 16-25 Aug, 14

Sawai Madhopur- 30 Sep-2 Oct, 14

Barmer- 23-25 Oct, 15

Nagaur- 28-30 Oct, 15

Jhalawar- 22-24 Dec, 14

EVALUATION & ANALYSIS

IMPACTS(Till Nov, 16)

2/3 Cases- Personal Nature Grievances, 1/3 Public Nature Grievances

Grievances Number %Total Received- 10.50 Lac About 30, 000

Cases/MonthTotal Disposed- 9.50 Lac 90%

Relief Provided- 4.50 Lac 46%

Rejected- 5.00 Lac 54%

Total Pending- 1 Lac 10%

Total Verified- 7.00 Lac 75%

Department wise GrievancesDepartment Grievances %

RD&PR 146315 19Collectorate 88460 12Revenue 86611 11Energy 58133 08PHED 54703 07Local Self Government 53055 07Home/Police 40489 05Public Works 34638 05Secondary Education 20132 03Medical & Health 19703 03Water Resources 16541 02UDH 15564 02Elementary Education 15357 02Food & Civil Supplies 12128 02Sub Total 661829 87Others 100000 13Grand Total 761000 100

IMPACTS & BENEFITS

• Grameen Gaurav Path• MJSA

• Auto Registration of few Cases in Police

• e-Office system being evolved

• 40,000 e-Mitra Kiosks• 300 Citizen Services

• E-PDS• Annapurna Bhandar

• Nyay Apke Dwar• Discom Apke Dwar• DDU Panchayat Jan Kalyan Shivir

IMPACT & BENEFITSCitizen Administrati

onGovernment

Citizen’s Satisfaction

Greater Trust on

administration and government

Administrative Responsibility

Ensured

Access to all guaranteed

Better Monitoring

of Other Departments

Wider Inputs allow Fair Decisions: Citizens, Executives and

Elected Members

Total Transparency

Focus on Systemic Changes

Policy Level Reforms

KEY LEARNINGS• Proper Registration/ Moderation/ Allocation & Disposal of

Grievances

• Cross-Verification is necessary for satisfying Results

• Self Cross-Verification Mechanism be initiated

• Process Re-engineering in Citizen Services is the final

Solution 

• Making Maximum Citizen Services Online should be

emphasized

• Cases Could be Rejected, but it should have Sufficient Grounds

• Complainant must have Right to hearing before Public

Servant

• An Open Public Hearing helps a lot

• Data of Grievance should be Analyzed to control grievances.

• Grievances registration at lower Office level should be

encouraged.

THANKS

We're either part of the solution Or We're part of

the problem.