Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality

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

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.

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.

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.

Organisational Structure

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

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.

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

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

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.

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.

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

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

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)

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

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

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

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

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.

Assessment of the Implementation (PIR)
9%
31%
27%
18%
8%
7%
Excelent
Very Good
Good
OK
Bad
Very Bad

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

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.

Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality

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