Strategic impact study of online grievance redressal management system of bur...Subhendu Maji
The document provides details about the implementation process of an online grievance redressal management system by the Burdwan Municipality in India. It discusses the organizational background, existing technological systems, implementation steps including requirement analysis, budgeting, process re-engineering, software development, testing and training. It also analyzes the strategic impact of the new system in terms of operational, structural, social and other factors. Overall, the document outlines the full project implementation lifecycle and evaluates the outcomes of introducing an online system to replace the previous manual grievance redressal process.
1) ICTs like e-governance projects have the potential to significantly reduce corruption by curtailing petty corruption, bringing more transparency, and increasing citizen participation and monitoring.
2) India has launched a major e-governance initiative through 26 mission mode projects and 100,000 Common Service Centers to deliver integrated services to citizens efficiently and transparently.
3) Successful e-governance projects in India like Bhoomi and computerization of DAVP have shown early signs of reducing petty corruption. Increased transparency and citizen empowerment through ICTs can help make India less corrupt over time.
Citizens tool kit for ward budget tracking indian cstRaja Seevan
For any state urban / rural municipality Accounts Departments - GPMS-REMS Revenue monitoring System for Collection of Taxes and Revenues, Tolls and Taxes etc. the same can be replicated across any state State or entire country
The Situation of E-Governance in Bangladesh, State Policy and ActionUday Kumar Shil
This document provides an overview of e-governance in Bangladesh, including definitions of key terms, objectives, challenges, the current situation, and state policies. It discusses the types of e-governance (G2E, G2C, G2G, G2B) and how e-governance can promote transparency, reduce corruption and bureaucracy. While e-governance provides benefits like increased convenience, establishing the necessary infrastructure is costly and cybersecurity presents ongoing challenges.
The document discusses two Mission Mode Projects under India's National e-Governance Plan (NeGP) - the Central MMP for Passport, Immigration and Visa, and the State MMP for Gram Panchayats (local governments).
For the Central MMP, the objectives are to enhance travel experiences for Indians going abroad by reducing immigration clearance times and improving security checks. Responsible departments include the Ministry of Tourism and Ministry of Home Affairs. Online application submission and tracking is available.
For the State MMP, the goal is to overcome challenges in rural areas by implementing e-governance modules within Gram Panchayats to issue licenses, certificates and disseminate information. Some states have implemented Panchayat
The document provides a table of contents for a study on E-governance in Bangladesh. It includes chapters on the executive summary, introduction, methodology, limitations, scope, objectives, literature review, analysis, findings, recommendations, and references. The methodology section indicates the study used secondary data sources. Limitations discussed lack of internet connectivity, separate government networks, security issues, lack of a central database, problems in the financial sector, limited computer use, financial constraints, low public awareness of government portals, and lack of training. The scope discusses potential advantages like simplified processes, reduced costs, improved services, transparency and accountability, and greater citizen participation.
Disclosure of information about government actions and spending puts government and public officials under the constant watch of the public, allowing them to track what resources are spent, who contracts are awarded to and so on.
When designing proactive disclosure systems or voluntary disclosure has five principles governments should follow. Information needs to be: available, findable, comprehensible, low cost or free, up-to-date and relevant.
Strategic impact study of online grievance redressal management system of bur...Subhendu Maji
The document provides details about the implementation process of an online grievance redressal management system by the Burdwan Municipality in India. It discusses the organizational background, existing technological systems, implementation steps including requirement analysis, budgeting, process re-engineering, software development, testing and training. It also analyzes the strategic impact of the new system in terms of operational, structural, social and other factors. Overall, the document outlines the full project implementation lifecycle and evaluates the outcomes of introducing an online system to replace the previous manual grievance redressal process.
1) ICTs like e-governance projects have the potential to significantly reduce corruption by curtailing petty corruption, bringing more transparency, and increasing citizen participation and monitoring.
2) India has launched a major e-governance initiative through 26 mission mode projects and 100,000 Common Service Centers to deliver integrated services to citizens efficiently and transparently.
3) Successful e-governance projects in India like Bhoomi and computerization of DAVP have shown early signs of reducing petty corruption. Increased transparency and citizen empowerment through ICTs can help make India less corrupt over time.
Citizens tool kit for ward budget tracking indian cstRaja Seevan
For any state urban / rural municipality Accounts Departments - GPMS-REMS Revenue monitoring System for Collection of Taxes and Revenues, Tolls and Taxes etc. the same can be replicated across any state State or entire country
The Situation of E-Governance in Bangladesh, State Policy and ActionUday Kumar Shil
This document provides an overview of e-governance in Bangladesh, including definitions of key terms, objectives, challenges, the current situation, and state policies. It discusses the types of e-governance (G2E, G2C, G2G, G2B) and how e-governance can promote transparency, reduce corruption and bureaucracy. While e-governance provides benefits like increased convenience, establishing the necessary infrastructure is costly and cybersecurity presents ongoing challenges.
The document discusses two Mission Mode Projects under India's National e-Governance Plan (NeGP) - the Central MMP for Passport, Immigration and Visa, and the State MMP for Gram Panchayats (local governments).
For the Central MMP, the objectives are to enhance travel experiences for Indians going abroad by reducing immigration clearance times and improving security checks. Responsible departments include the Ministry of Tourism and Ministry of Home Affairs. Online application submission and tracking is available.
For the State MMP, the goal is to overcome challenges in rural areas by implementing e-governance modules within Gram Panchayats to issue licenses, certificates and disseminate information. Some states have implemented Panchayat
The document provides a table of contents for a study on E-governance in Bangladesh. It includes chapters on the executive summary, introduction, methodology, limitations, scope, objectives, literature review, analysis, findings, recommendations, and references. The methodology section indicates the study used secondary data sources. Limitations discussed lack of internet connectivity, separate government networks, security issues, lack of a central database, problems in the financial sector, limited computer use, financial constraints, low public awareness of government portals, and lack of training. The scope discusses potential advantages like simplified processes, reduced costs, improved services, transparency and accountability, and greater citizen participation.
Disclosure of information about government actions and spending puts government and public officials under the constant watch of the public, allowing them to track what resources are spent, who contracts are awarded to and so on.
When designing proactive disclosure systems or voluntary disclosure has five principles governments should follow. Information needs to be: available, findable, comprehensible, low cost or free, up-to-date and relevant.
The document outlines the processes and procedures that social audit teams must follow when conducting social audits of government programs. It discusses forming social audit teams, training auditors, collecting data, field visits, analyzing data, holding social audit gram sabhas, and identifying gaps, defalcations, fixing responsibilities, and recommending actions. The social audit teams are directed to examine registration of job cards, demand for work, work allocation, worksite facilities, payment mechanisms, output versus expenditures, and supervision, record keeping and monitoring.
Why GPMS?
GPMS is a Cloud Computing solution that is set to become an integral part of modern life in this Information age. GPMS is the foundation on which Knowledge is pooled, to imbibe Professionalism, and improve Efficiencies so that Excellence becomes the norm. GPMS facilitates better health, Good Governance and Commerce to thrive. With improved Communication and Collaboration, Entertainment and societal Interactions flourish, to improve the quality of life.
Cloud Computing is a growing public resource that leverages responsible sharing and access rights to deliver a robust decision support system in time all the time, in any situation. GPMS is built on robust principles of Open source, and Transparency, Empowerment and Stakeholder involvement, Accountability and Mutual cooperation.
While Individual Privacy and Security are underlying themes on which GPMS is built, responsible sharing between stakeholders on the same platform is facilitated by the creator of any on line content. Public funded data however remains in the Public domain in the true spirit of Right to Information and public Interest.
Users of the GPMS Cloud Computing environment have the ability to shape policies and decisions in their areas of interest in a truly democratic decision making process. Increasing participation and building trusted relationship is the key to maximising the benefits that an individual user, a Project Team, or an enterprise can derive from using GPMS. www.vigeyegpms.in/bbmp
Vibrant Gujarat Summit on e-Governance in IndiaVibrant Gujarat
Make all Government services accessible to the common man in his locality, through common service delivery outlets, and ensure efficiency, transparency, and reliability of such services at affordable costs to realize the basic needs of the common man.
The document summarizes a presentation about empowering citizens through greater transparency and accountability in governance in India. It discusses three key parts: 1) the Bhagidari partnership model that trained citizen groups to monitor government services and hold officials accountable; 2) improvements brought by right to information laws that gave citizens access to government documents; 3) using geospatial mapping and census data to measure inequities and disparities across regions to improve accountability. The combination of these measures helped citizens better engage with governance and demand improvements in public services.
The document summarizes India's National e-Governance Plan (NeGP) which aims to make government services accessible to citizens through common service centers. Key points include:
- NeGP aims to deliver services efficiently and transparently through centralized initiatives and decentralized implementation across states and departments.
- It involves developing core infrastructure like State Wide Area Networks, State Data Centers and over 100,000 Common Service Centers.
- 27 Mission Mode Projects are being implemented in areas like land records, transport and municipalities to computerize services.
- Capacity building efforts include training over 2 million government officials on e-governance.
The document outlines Bangladesh's National Integrity Strategy (NIS) to promote good governance and prevent corruption. The NIS aims to increase independence, accountability, efficiency, transparency and effectiveness of state and non-state institutions over time. It discusses definitions of integrity, honesty and corruption. Challenges to implementing the NIS include enhancing efficiency while ensuring accountability and building citizen-friendly law enforcement. Natore Collectorate's 2020-21 NIS action plan focuses on skill development, transparency, and preventing corruption. The strategy recommends capacity building, reducing judicial backlogs, and establishing educational institutions to promote morality.
- An e-government strategy aims to apply information technology to improve government efficiency, transparency, and service delivery. It should include components like conceptual framework, business case, implementation process, and measurement of results.
- The strategy guides technology investments and ensures they achieve economic development goals. It also establishes policies, infrastructure, and institutional frameworks.
- India's National e-Governance Plan aims to provide improved government services through online delivery at local service centers over 8 years at a cost of $4 billion. It involves central and state governments delivering integrated services to citizens and businesses.
Understanding eGovernance The long and short of it..Dr. Heera Lal IAS
This document provides an overview of eGovernance in India. It begins with introducing the eGovernance project lifecycle (eGLC) which consists of 6 phases: 1) developing an eGovernance strategy, 2) assessing the current state, 3) defining the future state, 4) determining implementation approaches and sourcing, 5) developing and implementing IT systems, and 6) operating and sustaining the project. It then discusses key Indian eGovernance initiatives including Aadhaar, Digi Locker, and mGovernance. The document concludes by outlining the vision and goals of Digital India to create digital infrastructure as a utility for citizens, provide governance services on demand, and empower citizens digitally.
PUBLIC SECTOR &SOCIAL MOBLIZATION- nudrat muftiNUDRAT MUFTI
28 March to 2 April 2011-Training Course on “Social Mobilization and Rural Development” Organised by AHK National Centre for Rural Development & MA, Islamabad
The document discusses India's Common Service Centre (CSC) initiative, which aims to bridge the digital divide between urban and rural India through internet-connected kiosks in villages. The CSC scheme aims to empower rural communities by providing access to e-governance services, education, healthcare, agriculture resources, and other services. It outlines the technological, organizational, and service frameworks that support over 100,000 CSCs across India. The CSCs offer a wide range of government, private, and social services to rural citizens to catalyze social change and economic opportunities in rural areas.
A citizen engagement MOOC 002 project proposing to make village government accountable by establishing and operating a mobile telephony based platform.
The document discusses India's National e-Governance Plan (NeGP), which aims to make government services more accessible to citizens through the use of information technology. Key aspects of NeGP include developing digital infrastructure, implementing mission mode projects across various government departments to computerize services, and creating centers to provide public access to e-services. The plan is overseen by the Ministry of Electronics and Information Technology and aims to improve transparency, efficiency and accessibility of governance.
This presentation contains definition, objectives, typology and models of e-governance. Besides it also depicted the present e-governance scenario in Bangladesh of different sectors such as private, banking and public sectors.
This document discusses good governance, challenges in India, and the vision and mission of the National eGovernance Plan (NeGP) in India. It outlines four tenets of good governance: collaboration, transparency, participation, and accountability. It then lists some key challenges for governance in India due to its large population, rural population, diversity, and federal democratic system. The vision of NeGP is to make all government services accessible to citizens locally with efficiency, transparency, reliability, and affordable costs. The document then lists some of the government organizations and "Mission Mode Projects" involved in e-governance initiatives in areas like banking, agriculture, land records, and more. It provides examples of the income tax e-filing system
This document discusses how ICT can be used to fight corruption in government. It provides examples of e-government systems and initiatives that several countries have implemented to increase transparency and reduce opportunities for corruption. These include putting rural property records online in India, restructuring the tax system in Pakistan to reduce direct citizen-official contact, and establishing e-procurement systems to prevent price fixing and allow public accountability. The document also outlines some of the challenges of implementing e-government systems, such as overcoming social, political, and infrastructure constraints. Overall, the document advocates for the use of ICT tools like e-government, e-procurement, and e-payment to enhance transparency, accountability, and anti-corruption goals in the public
Award App - NACo 2010 - Business Rules & ToolsPam Davis
The Business Rules & Online Tools Workshop was a collaborative effort between Richland County, SC and state agencies to provide regulatory information to hundreds of local businesses. The workshop included presentations from 21 government agencies and organizations, as well as informational booths. It was well attended with over 200 participants from across South Carolina and other states. The workshop was considered very successful based on its goals of educating businesses on regulations and making the information permanently accessible online. The enduring value of posting all presentations online helped businesses statewide.
Newly Proposed UN Article 12B: Income from Automated Digital ServicesDVSResearchFoundatio
Key Takeaways:
- Tax challenges due to Digitalisation and Actions initiated by OECD
- Scope of Article 12B
- Right of Taxation
- Specific Provisions for Non-applicability and Excess Payment
- Comparison with India's Tax Provisions and OECD's Action - Plan I
- Way Forward
The document discusses initial notes for restructuring the HMP program. It identifies challenges with the current village-level organization structure, including legal compliance issues, financial sustainability, and ensuring long-term continuity of projects. Possible solutions are proposed, such as establishing less stringent legal structures at the village level like mutual benefit trusts. These could be federated into a higher-level structure to help with monitoring, funding, and service provision. The new structures aim to balance legal recognition with reduced compliance costs while promoting long-term community ownership and sustainability of projects.
A study on grievance management system conducted at abc pvt ltdProjects Kart
The document provides an overview of the grievance management system at ABC Private Limited in Hassan. It discusses the objectives of studying the current grievance system, which include improving procedures and ensuring employee satisfaction. The scope is limited to ABC's Hassan employees. Primary and secondary data collection methods are outlined. The problems with the research study are limited sample size and potential lack of full disclosure from respondents.
The document discusses issues that arose at Watson Public Ltd related to quality, packing, labeling, and on-time delivery of materials. The HR manager determined the issues were related to recently hired employees, not system problems. Specifically, the company hired new employees for higher positions without considering internal candidates and paid the new employees higher packages than existing employees in the same roles. This dissatisfied the current employees and likely led to the issues as a form of slowdown strike without formally striking. The HR manager's view that a lack of employee recognition and equality, rather than just equality, caused the problems.
This document provides an overview of grievance mechanisms and procedures. It defines key terms like dissatisfaction, complaints, and grievances. It discusses the features, forms, and reasons for grievances. The effects of grievances on production, employees, and managers are outlined. The document also examines the benefits of grievance handling procedures and the objectives of addressing grievances. The grievance redressal process is broken down into three stages, with details provided about how each stage is handled.
The document outlines the processes and procedures that social audit teams must follow when conducting social audits of government programs. It discusses forming social audit teams, training auditors, collecting data, field visits, analyzing data, holding social audit gram sabhas, and identifying gaps, defalcations, fixing responsibilities, and recommending actions. The social audit teams are directed to examine registration of job cards, demand for work, work allocation, worksite facilities, payment mechanisms, output versus expenditures, and supervision, record keeping and monitoring.
Why GPMS?
GPMS is a Cloud Computing solution that is set to become an integral part of modern life in this Information age. GPMS is the foundation on which Knowledge is pooled, to imbibe Professionalism, and improve Efficiencies so that Excellence becomes the norm. GPMS facilitates better health, Good Governance and Commerce to thrive. With improved Communication and Collaboration, Entertainment and societal Interactions flourish, to improve the quality of life.
Cloud Computing is a growing public resource that leverages responsible sharing and access rights to deliver a robust decision support system in time all the time, in any situation. GPMS is built on robust principles of Open source, and Transparency, Empowerment and Stakeholder involvement, Accountability and Mutual cooperation.
While Individual Privacy and Security are underlying themes on which GPMS is built, responsible sharing between stakeholders on the same platform is facilitated by the creator of any on line content. Public funded data however remains in the Public domain in the true spirit of Right to Information and public Interest.
Users of the GPMS Cloud Computing environment have the ability to shape policies and decisions in their areas of interest in a truly democratic decision making process. Increasing participation and building trusted relationship is the key to maximising the benefits that an individual user, a Project Team, or an enterprise can derive from using GPMS. www.vigeyegpms.in/bbmp
Vibrant Gujarat Summit on e-Governance in IndiaVibrant Gujarat
Make all Government services accessible to the common man in his locality, through common service delivery outlets, and ensure efficiency, transparency, and reliability of such services at affordable costs to realize the basic needs of the common man.
The document summarizes a presentation about empowering citizens through greater transparency and accountability in governance in India. It discusses three key parts: 1) the Bhagidari partnership model that trained citizen groups to monitor government services and hold officials accountable; 2) improvements brought by right to information laws that gave citizens access to government documents; 3) using geospatial mapping and census data to measure inequities and disparities across regions to improve accountability. The combination of these measures helped citizens better engage with governance and demand improvements in public services.
The document summarizes India's National e-Governance Plan (NeGP) which aims to make government services accessible to citizens through common service centers. Key points include:
- NeGP aims to deliver services efficiently and transparently through centralized initiatives and decentralized implementation across states and departments.
- It involves developing core infrastructure like State Wide Area Networks, State Data Centers and over 100,000 Common Service Centers.
- 27 Mission Mode Projects are being implemented in areas like land records, transport and municipalities to computerize services.
- Capacity building efforts include training over 2 million government officials on e-governance.
The document outlines Bangladesh's National Integrity Strategy (NIS) to promote good governance and prevent corruption. The NIS aims to increase independence, accountability, efficiency, transparency and effectiveness of state and non-state institutions over time. It discusses definitions of integrity, honesty and corruption. Challenges to implementing the NIS include enhancing efficiency while ensuring accountability and building citizen-friendly law enforcement. Natore Collectorate's 2020-21 NIS action plan focuses on skill development, transparency, and preventing corruption. The strategy recommends capacity building, reducing judicial backlogs, and establishing educational institutions to promote morality.
- An e-government strategy aims to apply information technology to improve government efficiency, transparency, and service delivery. It should include components like conceptual framework, business case, implementation process, and measurement of results.
- The strategy guides technology investments and ensures they achieve economic development goals. It also establishes policies, infrastructure, and institutional frameworks.
- India's National e-Governance Plan aims to provide improved government services through online delivery at local service centers over 8 years at a cost of $4 billion. It involves central and state governments delivering integrated services to citizens and businesses.
Understanding eGovernance The long and short of it..Dr. Heera Lal IAS
This document provides an overview of eGovernance in India. It begins with introducing the eGovernance project lifecycle (eGLC) which consists of 6 phases: 1) developing an eGovernance strategy, 2) assessing the current state, 3) defining the future state, 4) determining implementation approaches and sourcing, 5) developing and implementing IT systems, and 6) operating and sustaining the project. It then discusses key Indian eGovernance initiatives including Aadhaar, Digi Locker, and mGovernance. The document concludes by outlining the vision and goals of Digital India to create digital infrastructure as a utility for citizens, provide governance services on demand, and empower citizens digitally.
PUBLIC SECTOR &SOCIAL MOBLIZATION- nudrat muftiNUDRAT MUFTI
28 March to 2 April 2011-Training Course on “Social Mobilization and Rural Development” Organised by AHK National Centre for Rural Development & MA, Islamabad
The document discusses India's Common Service Centre (CSC) initiative, which aims to bridge the digital divide between urban and rural India through internet-connected kiosks in villages. The CSC scheme aims to empower rural communities by providing access to e-governance services, education, healthcare, agriculture resources, and other services. It outlines the technological, organizational, and service frameworks that support over 100,000 CSCs across India. The CSCs offer a wide range of government, private, and social services to rural citizens to catalyze social change and economic opportunities in rural areas.
A citizen engagement MOOC 002 project proposing to make village government accountable by establishing and operating a mobile telephony based platform.
The document discusses India's National e-Governance Plan (NeGP), which aims to make government services more accessible to citizens through the use of information technology. Key aspects of NeGP include developing digital infrastructure, implementing mission mode projects across various government departments to computerize services, and creating centers to provide public access to e-services. The plan is overseen by the Ministry of Electronics and Information Technology and aims to improve transparency, efficiency and accessibility of governance.
This presentation contains definition, objectives, typology and models of e-governance. Besides it also depicted the present e-governance scenario in Bangladesh of different sectors such as private, banking and public sectors.
This document discusses good governance, challenges in India, and the vision and mission of the National eGovernance Plan (NeGP) in India. It outlines four tenets of good governance: collaboration, transparency, participation, and accountability. It then lists some key challenges for governance in India due to its large population, rural population, diversity, and federal democratic system. The vision of NeGP is to make all government services accessible to citizens locally with efficiency, transparency, reliability, and affordable costs. The document then lists some of the government organizations and "Mission Mode Projects" involved in e-governance initiatives in areas like banking, agriculture, land records, and more. It provides examples of the income tax e-filing system
This document discusses how ICT can be used to fight corruption in government. It provides examples of e-government systems and initiatives that several countries have implemented to increase transparency and reduce opportunities for corruption. These include putting rural property records online in India, restructuring the tax system in Pakistan to reduce direct citizen-official contact, and establishing e-procurement systems to prevent price fixing and allow public accountability. The document also outlines some of the challenges of implementing e-government systems, such as overcoming social, political, and infrastructure constraints. Overall, the document advocates for the use of ICT tools like e-government, e-procurement, and e-payment to enhance transparency, accountability, and anti-corruption goals in the public
Award App - NACo 2010 - Business Rules & ToolsPam Davis
The Business Rules & Online Tools Workshop was a collaborative effort between Richland County, SC and state agencies to provide regulatory information to hundreds of local businesses. The workshop included presentations from 21 government agencies and organizations, as well as informational booths. It was well attended with over 200 participants from across South Carolina and other states. The workshop was considered very successful based on its goals of educating businesses on regulations and making the information permanently accessible online. The enduring value of posting all presentations online helped businesses statewide.
Newly Proposed UN Article 12B: Income from Automated Digital ServicesDVSResearchFoundatio
Key Takeaways:
- Tax challenges due to Digitalisation and Actions initiated by OECD
- Scope of Article 12B
- Right of Taxation
- Specific Provisions for Non-applicability and Excess Payment
- Comparison with India's Tax Provisions and OECD's Action - Plan I
- Way Forward
The document discusses initial notes for restructuring the HMP program. It identifies challenges with the current village-level organization structure, including legal compliance issues, financial sustainability, and ensuring long-term continuity of projects. Possible solutions are proposed, such as establishing less stringent legal structures at the village level like mutual benefit trusts. These could be federated into a higher-level structure to help with monitoring, funding, and service provision. The new structures aim to balance legal recognition with reduced compliance costs while promoting long-term community ownership and sustainability of projects.
A study on grievance management system conducted at abc pvt ltdProjects Kart
The document provides an overview of the grievance management system at ABC Private Limited in Hassan. It discusses the objectives of studying the current grievance system, which include improving procedures and ensuring employee satisfaction. The scope is limited to ABC's Hassan employees. Primary and secondary data collection methods are outlined. The problems with the research study are limited sample size and potential lack of full disclosure from respondents.
The document discusses issues that arose at Watson Public Ltd related to quality, packing, labeling, and on-time delivery of materials. The HR manager determined the issues were related to recently hired employees, not system problems. Specifically, the company hired new employees for higher positions without considering internal candidates and paid the new employees higher packages than existing employees in the same roles. This dissatisfied the current employees and likely led to the issues as a form of slowdown strike without formally striking. The HR manager's view that a lack of employee recognition and equality, rather than just equality, caused the problems.
This document provides an overview of grievance mechanisms and procedures. It defines key terms like dissatisfaction, complaints, and grievances. It discusses the features, forms, and reasons for grievances. The effects of grievances on production, employees, and managers are outlined. The document also examines the benefits of grievance handling procedures and the objectives of addressing grievances. The grievance redressal process is broken down into three stages, with details provided about how each stage is handled.
Maruti Suzuki Labour Unrest at Manesar PlantShubham Mongia
Maruti Suzuki workers went on strike in July 2012 at the Manesar plant, demanding a five-fold salary increase and improved benefits. Approximately 2000 workers participated in the illegal strike, costing the company Rs. 6 billion. The strike was caused by differences in salary, harsh working conditions, an emphasis on contract workers, and lack of communication between workers and management. In response, Maruti Suzuki fired 500 workers, imposed a lockout without pay, and moved to de-recognize the workers union. Better industrial relations may have prevented the conflict through improved policies, worker treatment, and grievance procedures.
UML (Unified Modeling Language) is used for object-oriented modeling and consists of 14 diagram types used to model the structure, behavior, and business processes of an application. The most commonly used diagram is the class diagram, which shows classes, attributes, operations, and relationships between classes. Other diagram types include component diagrams, deployment diagrams, object diagrams, package diagrams, use case diagrams, activity diagrams, state machine diagrams, sequence diagrams, and communication diagrams. An example of modeling an online shopping system is provided using user case diagrams, domain models, activity diagrams, and component diagrams.
- The document discusses a loss-loss situation that occurred between Maruti Suzuki and its workers union at the Manesar plant in India. Operations were stopped for a month due to differences in salaries, working conditions, and demands for a new union. This led to estimated losses of over 1.5 billion rupees for the company and unemployment for many workers. It identifies a lack of communication between HR and unions as a key problem. Suggested solutions include proper coordination, non-discriminatory salary policies, understanding workers' problems, and following labor laws in a humanitarian way.
1) The document provides an overview of the Banking Ombudsman Scheme in India, including the grounds for complaints, case studies, and grievance redressal process.
2) Under the scheme, the Reserve Bank of India appoints Banking Ombudsmen to investigate complaints against deficient banking services and facilitate dispute resolution.
3) Complaints can be made regarding issues like non-payment or delay of cheques/remittances, failure to meet service commitments, and non-compliance with RBI guidelines. Most complaints in recent years related to failure to meet commitments and cards/loans.
Club Mediterranean, a large hotel company, was facing high turnover rates of around 50% among its GOs (congenial hosts). Issues included cultural and language differences between European and North American GOs, lack of training for new GOs, insufficient entertainment and feedback. The organizational structure consisted of a Chief of Village at each resort and Chiefs of Service who managed GOs within different functions. Suggestions to address turnover included providing proper training, year-round recruitment, more recreation, changed rotation policies, positive feedback, and stability to build group cohesiveness.
Redressal mechanism as per consumer protection actNandita Sadani
The document outlines India's Consumer Protection Act and the three-tier quasi-judicial mechanism it establishes for consumer dispute redressal at the national, state, and district levels. It describes the pecuniary jurisdiction and composition of the District, State, and National Consumer Disputes Redressal Commissions. The National Commission handles claims over Rs. 1 crore, State Commissions handle claims between Rs. 20 lakhs and Rs. 1 crore, and District Forums handle claims under Rs. 20 lakhs. Appeals can be made within 30 days to higher commissions, and all commissions aim to dispose of appeals within 90 days.
It was case study presentation prepared by my Friend
Ms. Padmini (IBA College).
The case study is about Maruti Suzuki strike. It was related to Employee Relation Subject...
Once You download the PPT then you can see the magic in slides fully creative slides by her..You can use this slides in any of the presentations by editing them..
Employee Motivation, HRM, Case study "starbucks"Fahad_FKS
This document discusses employee motivation and provides an overview of relevant theories. It outlines factors that encourage motivation, including management actions, communication, respect, and benefits. Theories covered include Maslow's hierarchy of needs, McClelland's acquired needs theory, and Herzberg's two-factor theory. The importance of motivation for performance, retention, and productivity is also discussed. Recommendations for motivating employees include recognition, feedback, involvement in decision-making, and celebrating successes.
This document summarizes a study on the grievance handling procedure at HCL Technologies in Noida, India. It provides details about HCL, including its vision, mission, services offered, and acquisitions. Regarding grievances, it defines what a grievance is, common causes of grievances, and describes HCL's step ladder grievance handling procedure. The findings are that employees are satisfied with the procedure but interpersonal relations need improvement. Common grievance causes include wages, leave, overtime, promotions, and lack of role clarity. Suggestions include clarifying job descriptions and expectations, using informal counseling, and improving conflict management.
The document discusses the Unified Modeling Language (UML) which is a general-purpose modeling language used to visualize, specify, construct, and document software systems. UML uses graphical notation to represent the design of software projects including concepts like use case diagrams, class diagrams, sequence diagrams, and more. It provides a standard way to visualize a system from different perspectives including structural and behavioral views.
The HR manager should not terminate the employee solely due to her pregnancy or poor performance during probation. Before termination, performance issues must be documented through warnings, memos, and an extended probation period. The employee's health and well-being should be prioritized over work. New guidelines are needed to protect women employees and ensure fair treatment.
The document discusses a task force assembled to address the problem of excess skilled bottling staff at Company XYZ between October and February each year. The task force proposes several alternatives to ensure the skilled employees are utilized year-round, including recycling bottles during the off season to reduce material costs, shifting employees to the company's hard drinks bottling process which has higher demand seasonally, outsourcing the skilled employees to other companies during the off season, and implementing a variable pay structure to incentivize employees to work during the off season. The task force will present these alternatives to management for consideration as future strategies.
The document outlines the grievance process, including:
1) The purpose is to allow employees and management to resolve workplace problems through open communication.
2) Steps include an oral grievance, written grievance, appeal to Employee Relations, and possible arbitration.
3) Management should investigate complaints thoroughly, treat employees fairly, and respond to grievances in a timely manner to prevent issues from escalating.
Case study of nestle training and developmentSachin Kharecha
Nestle is a global organization with operations in almost every country. They emphasize developing human capacity through training programs at all levels. Nestle's culture promotes lifelong learning and individual development. They offer extensive on-the-job, local, and international training programs. The goal is to provide opportunities for every employee to reach their full potential and develop skills for a changing world. This benefits both the individual employees and Nestle as a company.
The document discusses grievances and grievance handling procedures. It defines a grievance as a formal dispute between an employee and management regarding employment conditions. Grievances must fall under categories like compensation, working conditions, discipline, etc. The document outlines the W's of grievance handling, guidance for writing grievances, common reasons for grievances like economic factors and supervision, sources of grievances, effects on production and employees, dos and don'ts, benefits, identification techniques, common grievance redressal structures, and typical multi-step grievance procedures used in unionized organizations.
Unilever introduced two new flexible working strategies: annualized hours and 24-hour working. Annualized hours allows employees to bank extra hours worked to take time off later. 24-hour working implements rotating shifts to allow factories to operate 24 hours a day. Both strategies aimed to increase productivity and efficiency but reduced employees' freedom and work-life balance. Unilever also simplified its HR strategy with its "Working Smart" approach to better engage employees and adapt to changes in the industry.
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Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality
1. STRATEGIC IMPACT STUDY OF ONLINE GRIEVANCE REDRESSAL MANAGEMENT
SYSTEM OF BURDWAN MUNICIPALITY
DEPT. OF COMPUTING & INFORMATION SYSTEMS
SCHOOL OF COMPUTING AND MATHEMATICAL SCIENCES
Author: Subhendu Maji
STRATEGIC IT - COMP1679
2. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 2
Introduction
Strategic impact study of online grievance redressal management system of Burdwan Municipality.
• The organisation implemented an online grievance redressal system for the citizens replacing the
existing paper based manual system which was on vogue for more than a century.
• There were some genuine efficiency and integrity issues, inefficiency, mismanagement and
corrupt practices.
• As a result the citizens are not always happy they had grievances.
• The organisation is headed by the political representatives they never wanted their voter citizens
to be unhappy.
• The organisation wanted to improve citizen experiences to allow them to fill online grievances
which riches all the concerned hierarchy automatically and acknowledge them of the resolution
by email and SMS.
• The online grievance redressal management system is an online web interface for citizens where
citizens or users could inform organisation their grievances on any service delivery issue.
3. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 3
Organisational Background of the Firm
o Burdwan Municipality is an urban local body (ULB) government
organisation in Burdwan town.
o Burdwan Municipality was established in the year 1865, and the
town is very old and historic.
o This is the main civic body responsible to manage and improve
the lifestyle of the town.
o Principal town and civil station of the district; it was also a district
capital of British India.
4. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 4
Organisational Background of the Firm
Organisational Hierarchy
o It is the third tier or the bottom most tier of
the Indian three tier government system.
o The organisation collects tax, toll and rents
and also receives project based funding
from state, national government and
international bodies like DFID.
5. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 5
Organisational Background of the Firm
Organisational Structure
6. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 6
Organisational Background of the Firm
Organisational Constraints
Self-government faces problem to adopt modern
technology.
• The key reason is weak financial condition
• Less skilled human resource
• Organisations are governed by laws made a century
ago, which are incapable to meet present needs
• Laws conflicting and preventive
7. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 7
Organisational Background of the Firm
Turning Point
o India has seen fast e-governance growth in the last couple of years.
o All most all the national and state government departments and services ware computerised
through national e-governance plan.
o The plan encouraged the local governments to take self-initiative to implement computerised
service management and delivery.
o Organisations at the grassroots level was incapable to manage technology implementation and
without adequate funding.
This organisation took measures to
adopt new technology in various
fields; like, healthcare, automated
solid waste processing, modern
printing, construction and planning
etc.
8. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 8
Technological System Background
The Beginning
The organisation was not aware of information technology
systems.
Individual and departmental initiative
Developed some software tools in-house to be installed on
individual systems to computerise the work process
Later all the systems were connected through a mess network
Even then system used to work independently
Network used to share files and to share the internet
At that time there were challenges like
• Lack of computer literacy at the end user level
• Inadequate infrastructure
9. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 9
Technological System Background
Transition
Gradually the organisation started to implement
information technology projects.
E-governance projects were implemented in various
departments.
This approach eventually helped the organisation
leveraging the power of IT.
Initiative taken to implement e-governance with the help
of DFID
The organisation got first manpower for information
technology
10. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 10
Technological System Background
Now
All the departments and the different offices of the organisation spread across the city are connected
through optic fibre centralised managed and secured network.
The present infrastructure includes State-of-the-art data centre, hi-tech admin space, team meeting
rooms etc. The main office hosts a mini data centre with several secured server infrastructure with
almost 100% uptime and efficient performance.
All the employees are trend to use the computer and the required software and all of them use those
to perform their official work.
The organisation has got software to manage various departmental workflows which are
interconnected to other departmental processes. The software is capable of exchanging information
with various departments as well as other related external organisations.
11. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 11
Technological System Background
Now (Contd..)
All the citizen services interfaces are computerised.
Processes uses the benefit of digital convergence, like
• Tax collection through GPRS connected handheld devices
• GPS, GIS and 3D map based field inspection by civil
engineers
• Instant holographic birth certificate delivery
Now it is one of the high tech government organisations in the
country
The latest addition to the system was citizen service website of
the organisation.
The website is a modern contentment management system based
modular and scalable web publishing platform to meet all the
start-of-the-art modern day web need.
The website contains all the citizen services information provided
by the organisation and the delivery process of the same.
12. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 12
Implementation Process
Implementation
The organisation initiated the planning and implementation of an
online grievance redressal management system. The major activities
are as follows-
• Project Management
• Requirement Analysis
• Rollout Planning
• Budget / Funding
• Legal Compliance
• Process Re-engineering
• Software Development
• Hardware and Software Implementation
• Testing
• User Training
• Promotion
13. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 13
Implementation Process
Initiation
Authority
Approval
End of Project
No Project
Management
Team Allocation
Yes Requirement
Analysis
Requirement
Analysis
Planning /
Activity Listing
Budgeting
Authority
Approval
No Yes Process
Re-engineering
Authority
Approval
No Yes Tender
Notification &
Award Contract
Development of
Software
Module
Software &
Hardware
Implementation
Approval
Testing
No Yes
User Training Service Launch Promotion Review report
Project Implementation Flowchart
14. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 14
Implementation Process
The Service
• Necessary changes to the web server ware made and network configuration was done
following the best industry practices and standards.
• The customised software or rather the component of the site was attached to the main site.
• The changes were made in colour scheme to make the look and feel the same as in the
main site.
• The component ware enabled to use the same user authentication system on the site.
Online Grievance Redressal System Interface (Alfa Version)
15. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 15
Strategic Impact
The Fact
29
34 11
48
79
146 151
166 156 151
164 169
174
186
112
197
242
186
144 140 137
128
117
144
122
29
34
11
160
276
388
337
310
296 288 292
286
318
308
0
50
100
150
200
250
300
350
400
450
October November December January February March April May June July August September October November
2012 2012 2012 2013 2013 2013 2013 2013 2013 2013 2013 2013 2013 2013
Number of application Paper Based System
Web Based System
Total Application
16. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 16
Strategic Impact
SWOT Analysis
S
TRENGTHS
W
EAKNESSES
O
PPORTUNITIES
T
HREATS
• Expanded Reach
• Available 24 X 7 X 365
• Direct Authority Intervention
• Better communication with
stake holders
• Usage of Information
Convergence
• Shorter Resolution time
• Better system awareness
• Fear of Non Anonymous use
• User need to be computer
savvy
• No paper evidence of
grievance submission
• Third party service
dependence for Notification
sending.
• Making the system
anonymous to protect
privacy
• Easy collaboration with
other organisation
• Better citizen Engagement
• Better compliance with law
and standards.
• Efficient use of citizen
charter.
• User may not like to use
non anonymous system
• Privacy may be
compromised
• Over usage of system
may halt the system
• Political Campaign against
the system
Internal
Factors
External
factor
Positive Negative
17. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 17
Strategic Impact
Workflow Re-engineering: Old Redressal ProcessGrievance
submission by
Citizen(s)
Accepted by
Redressal
Officer
Process
End
No Information
sought from
Dept. 1
Yes Information
sought from
Dept. 3
Information
sought from
Dept. 4
Redressal officer
Consolidate, revie
w and Analyse
information
Resolution Information to
Applicant
Information
sought from
Dept. 2
Redressal officer
Recommends
action on Issue
Authority
approves
action
No Yes
Action taken by
Executive Officer
Departmental
action
No Yes
18. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 18
Strategic Impact
Workflow Re-engineering: New Redressal ProcessGrievance
submission by
Citizen(s)
Accepted by
Redressal
Officer
Process
End
No
Information
from Dept. 1
Yes Redressal officer
Consolidate, revie
w and Analyse
information
Anonymous
application
Redressal officer
Recommends
action on Issue
Authority
approves and
sought reply
from Dept.
No Yes
Action taken by
Executive Officer
Authority
approves
action
No Yes
Information
from Dept. 1
Information
from Dept. 1
Information
from Dept. 1
Show Cause to
Dept.
Yes
Authority
approves
punishment
action
No
No Yes
Resolution Information to
Applicant
19. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 19
PESTEL Analysis
Impact Type Description
P Political
The politician wanted their voter citizens to be happy, that is why this initiative was taken.
Consensus between political parties worked for better implementation.
All the political parties wanted to promote this as their achievement.
Political parties promoted this to their advantage which directly promoted the system itself.
E Economic
The new system increased the efficiency of the employees, which generated extra manpower hour.
The new e system reduced use of paper, ink and electricity.
The system has enhanced the image of the organisation; it indirectly increased the organisational
brand value.
More users used the website in order to use the new system, and the same system has an online tax
payment facility, so it helped to gain more revenue.
S Social
The new system helped to reduce corruption within the organisation which helps in social change.
The system enabled the citizens to defend their right to the services offered by the municipality.
T Technological
Another feather in the wings of e-governance initiative.
Citizens used this and all the other services more.
The system is available 24 x 7 x 365.
E Environmental
The e processing of the documents significantly reduced paperwork; which resulted in huge paper
saving.
The new system also reduced printing and photocopying, saving electricity & ink.
L Legal
Updated the law, which enabled shorter resolution time.
The new law provided a fair scope of explanation to the applicant and accused.
Provision of an anonymous application made amending the old law.
20. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 20
Assessment of the Implementation (PIR)
9%
31%
27%
18%
8%
7%
Excelent
Very Good
Good
OK
Bad
Very Bad
21. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 21
Assessment of the Implementation (PIR)
463
612
506
745
801
993
914
889
938
1020
973
0
200
400
600
800
1000
1200
January February March April May June July August September October November
Increase in e services use
New User
22. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 22
Proposition for the Future IS Strategy and Conclusion
Some of the suggested strategies for involving more users in online applications are –
Starting a reward program to attract users.
Addressing the anonymity issue, educate the users.
Create self-explanatory animation or video on how to use the system.
Coupling the service with other online services which users use the most.
Prominently advertise in online portal.
Promise that the online application will be processed faster, do so.
It is also very important to overcome the weaknesses and threats of the project and
encash the opportunities as discussed earlier. A regular review of the performance of the
system, monitoring of compliance need to be performed for sustainability of the project.
23. Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 23