Concept Note: Grievance Redressal MMP

1. Change
Management,
SeMT,
Concept Note for
DST,
Gujarat.
Citizen Grievance Redressal-
09/14/2011 Government of Gujarat

2. Concept Note for Citizen Grievance Redressal - Government of Gujarat
Table of Contents
Project 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
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3. Concept Note for Citizen Grievance Redressal - Government of Gujarat
Project Name:
Citizen Grievance Redressal- Government of Gujarat
Problem Definition:
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.
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4. Concept Note for Citizen Grievance Redressal - Government 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:
 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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5. Concept Note for Citizen Grievance Redressal - Government of Gujarat
High Level Process work flow:
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6. Concept Note for Citizen Grievance Redressal - Government of Gujarat
Key Benefits of The Project:
a. Increased citizen morale
b. Increased citizen satisfaction
c. Minimize corruption
d. Improved efficiency of government department
e. 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 portal
d. 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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