An einitiative of Government of Rajasthan Integrated Grievance

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

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

CRUCIAL FOR GOOD GOVERNANCE Citizens do have grievances of all kinds Personal Policy Basic issues or Public issues level or Administrative level Needs or Larger 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

Previous Scenario 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

FLAWS IN PREVIOUS SYSTEM PUBLIC GRIEVANCES ARE NOT HANDLED SYSTEMATICALLY Not Properly Registered: No mandatory forum for registration & Paperbased 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

OLD SYSTEM DISPOSED GRIEVANCES CATEGORY WISE S No District 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 Ajmer Alwar Banswara Baran Barmer Bharatpur Bhilwara Bikaner Bundi Chittorgarh Churu Dausa Dholpur Dungarpur Hanumangarh Jaipur 17 Jaisalmer Rejected False Case Filed Not Possible % of Relief % of Interim Relief Total Relief Interim Relief 994 1095 585 832 1000 12392 478 1207 863 1551 1093 1511 8884 82 756 179 297 335 551 212 164 1706 169 814 462 959 298 751 1115 31 385 13 430 632 0 344 191 3471 32 196 83 295 412 350 3 100 3 4 39 27 30 15 2259 19 23 23 47 2 6 599 2 0 7 48 31 1 79 200 463 35 15 38 26 81 186 336 11 93 4 118 18 3 49 374 1558 149 56 40 338 376 99 5851 26 15 141 97 40 3 118 56 2935 74 167 104 98 41 57 633 9 163 11 29. 88 30. 59 94. 19 25. 48 16. 40 13. 77 35. 36 67. 44 53. 53 61. 83 27. 26 49. 70 12. 55 37. 80 50. 93 7. 26 43. 26 57. 72 0. 00 41. 35 19. 10 28. 01 6. 69 10. 94 22. 71 5. 35 26. 99 27. 27 3. 94 3. 66 13. 23 1. 68 590 198 219 26 14 60 73 33. 56 37. 12 Complaints are not disposed Properly % of Filed 11. 87 1. 64 0. 51 5. 89 37. 40 12. 57 31. 17 4. 64 4. 63 21. 79 34. 40 6. 55 65. 86 31. 71 1. 98 78. 77 10. 17

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

Methodology of Rajasthan sampark Formal Hearing in Public Meetings Formal Entry of on Portal Alternative and Transparent Mode for Citizen. Acknowledgement to complainant Formal Hearing 3 Tier Public Hearing System 4 Augmented with Tours/Inspections Ways Formal Disposal with due Report Formal Entry Formal Monitoring by Cross Verification Formal Disposal A grievance will be considered addressed, only when Resolved properly or Rejected, since policy/rules or not permissible Formal Monitoring Verification & Cross Verification Review during Meetings & Visits in

Grievance Redressal Portal

Integration of different platforms making it common to all Sugam Portal RGDPS Portal Rajasthan Sampark District Sampark Portal/CCC CMIS Portal

Sampark Samadhan Grievance Redressal Process Citizens Interface By Portal Classification of Grievances of Personal Nature Redressal Process Delivery to Citizen Allocation • Communication Disposal By RS Centre Grievances of Public Nature • Feedback Verification e-Mail By Mobile App By Helpline Grievances of Service Matters of Government Employees Hearing

Integrating Different Modes, Different Forums Web Portal: www. sampark. rajasthan. gov. i n Rajasthan Sampark Kendras at District and Block Level: Citizen Public Representatives Officials Social Activists Ways to Reach Toll Free Call Center 1800 -180 -6127 Mobile application for Smart Phones

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

Dashboard for Grievance Registration and Disposal 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

Scheduler for all types of Visits Notification of Scheduled Programme Meeting Reports of Visits

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

Consolidated Report User Name Report Customised Report User Log-in Report

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

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

RAJASTHAN SAMPARK KENDRA • District Level • Block Level • Gram Panchayat Level

RAJASTHAN SAMPARK KENDRA 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 Note: - Person will get Token/ Receipt as he submits application to ensure First Come First Out

Public Hearing

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

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

State Level Visits v Bharatpur- 9 -18 Feb, 14 v Bikaner- 19 -30 Jun, 14 v Udaipur- 16 -25 Aug, 14 v Sawai Madhopur- 30 Sep-2 Oct, 14 v Barmer- 23 -25 Oct, 15 v Nagaur- 28 -30 Oct, 15 v Jhalawar- 22 -24 Dec, 14

(Till Nov, 16) Grievances Number % Total Received- 10. 33 Lac About 30, 000 Cases/Month Total Disposed- 9. 33 Lac 90% Relief Provided- 4. 32 Lac 46% Rejected- 5. 00 Lac 54% Total Pending- 1 Lac 10% Total Verified- 7. 00 Lac 75% 2/3 Cases- Personal Nature Grievances, 1/3 Public Nature Grievances

IMPACT & BENEFITS Citizen Administration Government Citizen’s Satisfaction Greater Trust on administration and government Administration Responsibility Ensured Access to all guaranteed Better Monitoring of Other Departments Inputs from allow Fair Decisions: Citizens, Executives and Elected Members Total Transparency Focus on Systemic Changes Policy Level Reforms

• 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.

Since All Public Grievance Redressal systems have same type of action mechanism, hence can be replicable anywhere, even in Private Sector. Only thing to change is its masters of Departments and Offices. Regarding Scalability, It is already having data of more than 10 Lac Parsons along with Lacs of PDF Documents, Hence its Scalability is already Tested.

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