The document outlines Rajasthan's Integrated Grievance Redressal System. It discusses how previously grievances were not properly registered, monitored, or redressed. The new system integrates different forums and technological tools on a common portal for formal registration, hearing, disposal and monitoring of grievances. Key features include a grievance entry module, processing module, and dashboards. Public hearings are held at state, district and sub-district levels. The system aims to ensure citizens' legitimate expectations are met to reduce grievances and improve transparency and accountability.

1. An e-initiative
of
Government of Rajasthan
Integrated Grievance Redressal System

2. …and listening to that voice
is the key test of
Good Governance”
“People’s voice is the key
driver of a democracy…

3.  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

4.  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 another
With no solution
Not transparent:
Officials had no fear of
being exposed

5. S
No
District Total Relief
Interim
Relief
Rejected
False
Case
Filed
Not
Possible
% 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 12392 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 78.77
17 Jaisalmer 590 198 219 26 14 60 73 33.56 37.12 10.17
OLD SYSTEM
DISPOSED GRIEVANCES CATEGORY WISE
Complaints are not disposed Properly

6. Formal Entry
of on Portal
Formal Hearing
in Public
Meetings
Formal
Disposal with
due Report
Formal
Monitoring by
Cross
Verification
4
Ways
Methodology of Rajasthan Sampark
Citizen
Public
Representa
tives
Social
Activists
Officials

7. Common
Integrated
Portal
Specific
Facility
Centres
3
Major
Changes
JAN
SUNWAI
Mechanism

8. Grievance Redressal Portal

9. RGDPS PortalSugam Portal
District Sampark Portal/CCC CMIS Portal
Integration of different platforms making it common to all

10. Citizens Interface Forum Redressal
Citizen Interface
On
Portal
By
Public Hearing
Disposal
Mode of
Communication
&
Feedback
By Portal
By RS Centre
By Helpline
Verification
Cross-Verification
Hearing
Portal
By Mobile App
Communication
Feedback

11. Entry
Allocation
Disposal
Verification
Reopening
Redressal
Disposed
Relief
Rejected
Under Progress
Partial action
Abeyance
Personal Matters:
Cases related to applicant only, need specific attention
Public Matters:
Cases related to Common Citizen, need wider attention
Government Servants Own Matters:
Cases related to Government Servants, need office level attention
Applications are disposed in
following Categories
Transferred
Allocated
Reallocated
Merged
Reopened
Verified
Applications could be processed
in following Categories
Applications are Registered in following Categories
Process

12. Integrating Different Modes, Different Forums

13.  Grievance
Registration
 Samadhan
Meetings
 Campaign Visit
 Tour, Visit &
Inspection
 RAAS
 Online
Services
 News Cuttings
 Ideas &
Innovations
 Acts & Rules
 Useful
Weblinks

14. Main Features
Grievance Entry Module
 Citizen Mode
 Official Mode
Grievance Report Module
 Consolidated Report
 Customized Report
 Other Report
Processing Module
 Verification of Relief and Rejected cases
 De-duplication of cases
Dashboard for Grievance Registration and Disposal

15.  Scheduler for all types of Visits
 Notification of Scheduled Programme Meeting
 Reports of Visits

16. Main Features
 Report on Visits
 Display on Visit Routes
Dashboard for Sarkar Apke Dwar Campaign

17. Consolidated Report Customised Report
User Log-in ReportUser Name Report

18. Weblinks For Important Government Sites and Official mails
Ideas & Innovations RAAS
Online Services
Acts & Rules

20. Rajasthan
Sampark
Help with
FAQ
Mobile App
Widgets
based
Dashboard
Single Sign
On Facility
Individual
Dashboard
Complaint
on Phone
Verification
Tools
Circular
Repository

23. • District Level
• Block Level
• Gram Panchayat Level

24. 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

25. Public Hearing

26.  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

27. Officers/
Level
Monday Tuesday Wednesday Thursday Friday Saturday
Sunday
Sub District Level
SDM Office Field Visit Office Jan Sunwai Field Visit Holiday
BDO Office Field Visit Office Jan Sunwai Field Visit Holiday
Tehsildar Office Field Visit Office Jan Sunwai Field Visit Holiday
N.Tehsildar Office Field Visit Office Jan Sunwai Field Visit Holiday
Panchayat Level
Gram Sewak Village Visit Panchayat Village Visit Jan Sunwai Panchayat Holiday
Patwari Village Visit Panchayat Village Visit Jan Sunwai Panchayat Holiday
Agriculture
Supervisor
Village Visit Panchayat Village Visit Jan Sunwai Panchayat Holiday
• 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

28. State Level Visits
 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

30. (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/Month
Total 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%

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

32. • 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

33. Citizen Administration Government
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

34. • 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.

35. We're either part of the
solution
Or We're part of the
problem.