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GRIEVANCE REDRESSAL
Cases around the Globe
CASE 1: CUSTOMER SERVICE RESPONSE
PROGRAM
Location: Victoria, British Columbia, Canada
Description: In 2004, as part of an initiative to improve customer
service, the Engineering Department of the local Victoria city
corporation created the Customer Service Response Program to
find out how its projects were impacting neighbourhoods. 5
neighbourhoods were assessed through surveys and citizens were
asked to provide feedback on engineering department projects.
Citizens were asked about their awareness of project scope,
information and benefits of projects; interactions with ULB staff
and logistical issues regarding signage, access, parking, traffic and
cleanliness. Response rates ranged from 15 – 48%, and many
recommendations were implemented into future projects. For
instance one example is that of project team coordination which
ensures that there is a designated staff person to oversee the
project from start to finish
……Read More
Source: Civic Engagement at The City of Victoria
Image from the report on improving civic
engagement in Victoria
CASE 2: ‘SUVIDHA’ CAMP
Location: New Delhi Municipal Council (NDMC)
Description: 	The ’Suvidha’ Camp is a bi-monthly
meeting held on Saturdays at the Palika Kendra
aiming to provide information, facilitation and
grievances redressal for the benefit of its residents
and services users.
Officials of different departments in NDMC are
present with the citizens to resolve complaints
related to various services.


……Read More
Source: Team Involve
Poster of the ‘Suvidha’ camp at the NDMC
Palika Kendra

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Grievance Redressal

  • 2. CASE 1: CUSTOMER SERVICE RESPONSE PROGRAM Location: Victoria, British Columbia, Canada Description: In 2004, as part of an initiative to improve customer service, the Engineering Department of the local Victoria city corporation created the Customer Service Response Program to find out how its projects were impacting neighbourhoods. 5 neighbourhoods were assessed through surveys and citizens were asked to provide feedback on engineering department projects. Citizens were asked about their awareness of project scope, information and benefits of projects; interactions with ULB staff and logistical issues regarding signage, access, parking, traffic and cleanliness. Response rates ranged from 15 – 48%, and many recommendations were implemented into future projects. For instance one example is that of project team coordination which ensures that there is a designated staff person to oversee the project from start to finish ……Read More Source: Civic Engagement at The City of Victoria Image from the report on improving civic engagement in Victoria
  • 3. CASE 2: ‘SUVIDHA’ CAMP Location: New Delhi Municipal Council (NDMC) Description: The ’Suvidha’ Camp is a bi-monthly meeting held on Saturdays at the Palika Kendra aiming to provide information, facilitation and grievances redressal for the benefit of its residents and services users. Officials of different departments in NDMC are present with the citizens to resolve complaints related to various services. 
 ……Read More Source: Team Involve Poster of the ‘Suvidha’ camp at the NDMC Palika Kendra