Government of Jammu and Kashmir Lieutenant Governors Grievance

Government of Jammu and Kashmir Lieutenant Governor’s Grievance Cell

Awaaz-e-Awaam – An Overview : Jammu & Kashmir Grievance Redressal System “Awaaz-e- Awaam” is an integrated application system, based on web technology which aims at online submission of grievances by the aggrieved citizens from any location 24 x 7. • Initial Implementation – Sept 2009. • New Web Portal launched – Mar 2018. • Portal accessible at jkgrievance. in One Stop Platform • 250+ line user offices connected. • Developed and Maintained by CSC e. Governance Ltd under Ministry of Electronics & Information Technology (Meit. Y). e-governance initiative • Accountability • Transparency • Citizen Friendly Governance 2

Portal Features: Availability 24*7 Wednesday, January 12, 2022 OTP Authentication Acknowledgement at each stage Feedback by complainant 3

Administrative Structure: Hon’ble Lt. Governor’s Secretariat Principal Secretary (Grievances) Project Management Unit headed by Additional Secretary Complaint Handling Team Wednesday, January 12, 2022 4

Complaint Handling Team (CHT): • Monitoring of the all complaints. • Receiving of foot fall complaints scanning, uploading and lodging • Onward forwarding/ transmission of these complaints. and issuance of reminders to the respective departments for early • Receiving of phone calls. Handling Team closure and timely. Complaint redressal. (CHT) • Contacting all the designated Nodal officers of the departments as follow up action of the Wednesday, January 12, 2022 complaints. • Preparation of Theme/Gist of the complaints. • Keeping the data of pending, 5 disposed and in-process

Review of Grievances: • The grievances are regularly reviewed through weekly review meetings chaired by Principal Secretary (Grievances) or the Additional Secretary. • The grievances are reviewed on one to one basis with the Nodal officers. • Review Reports on pending grievances based on age of the grievance are regularly sent to HOD’s and Administrative Secretaries for timely disposal. • Weekly Grievance status report is forwarded to Hon’ble Lt. Governor’s Secretariat and Worthy Chief Secretary for review. Wednesday, January 12, 2022 6

Public Outreach by then Advisors to the Ex-Hon’ble Governor: On the directions the Ex-Hon’ble Governor all 5 Advisors were conducting weekly public outreach camps/public Durbars in both the capital cities i. e Srinagar and Jammu at JKLGGC office. Wednesday, January 12, 2022 7

The Process: Complainant e-mail Dak/Letters Footfall Social Media Database Complainant Complaint Handling Team Line Department/Office Wednesday, January 12, 2022 Review Meetings 8

Complaint Flow Process: Web Portal E-Mail Hard Copy Correspondences Walk-In Social Media Urgent Redirected to Web Portal Regular Call or Whatsapp Nodal Officer Reply Revert back to Complainant Register Grievance with Complaint Number Forwarded to concerned department by CHT Follow up through review meetings / calls / reminders to Nodal Officers Issue Resolved Wednesday, January 12, 2022 Issue Unresolved 9

Year wise Grievances : 25000 20000 21386 21361 14281 15000 10353 10000 4452 5474 5000 6581 1606 0 Year 2018 Year 2019 Disposal Percentage 2018: 90% Disposal Percentage 2019: 61% Total Grievances Disposed Grievances Rejected Grievances Under Process Wednesday, January 12, 2022 10

Rejection of Grievances: 1 2 3 Wednesday, January 12, 2022 • Missing Attachments • Unclear Grievances • Duplication/ Triplication of Grievances by the same complainant 11

Month wise Grievances Received: 5115 3459 6000 3870 3138 3071 2906 5000 2492 2262 4000 2132 1939 2100 2225 2001 1627 3000 1030 814 816 705 2000 508 424 1000 мар. 18 апр. 18 май. 18 июн. 18 июл. 18 авг. 18 сен. 18 окт. 18 ноя. 18 дек. 18 янв. 19 фев. 19 мар. 19 апр. 19 май. 19 июн. 19 июл. 19 авг. 19 сен. 19 окт. 19 0 Average Grievance received Per Month: 2100 Wednesday, January 12, 2022 12

Services to Grievance % : Youth Services Tourism 1% Forests 1% 2% FCS & CA Industries 1% Others 1% 5% Agriculture Social Welfare 2% 2% Employee Related 2% Revenue 15% Finance/Banking 3% Roads and Services 13% Law and Order 5% Health 5% Water/Irrigation 5% Education 13% Recruitment 7% Power 8% Wednesday, January 12, 2022 Civic Amenities 9% 13

Top Departments with maximum grievances: S. No Administrative Department % Share of grievances received 1 Revenue Department 13. 7% 2 Public Works (R&B) Department 9. 1% 3 General Administrative Department 8. 9% 4 School Education Department 8. 9% 5 Power Development Department 7. 6% 6 Housing and Urban Development Department 7. 0% 7 PHE and Irrigation and Flood Control Department 5. 4% 8 Department of Health and Medical Education 5. 2% 9 Home Department 4. 8% 10 Rural Development and Panchayati Raj Department 3. 9% Wednesday, January 12, 2022 14

Statistics Overall: On Portal 82211 Total Grievances Wednesday, January 12, 2022 42747 39464 Raj Bhavan/ Ex. Advisors/Other Media 15

Statistics on Portal: 42747 Total Grievances Wednesday, January 12, 2022 Disposal 75% Open 9928 Rejected 8339 16

Challenges and Way Forward: Existing Process • Integration of web portal with The Centralized Public Grievance Redress and Monitoring System (CPGRAMS). • Strengthening of Grievance Structure across departments for bringing down time of disposal. • Use of Information and Communication Technology (ICT) for: • Addition of New Features, Report Generations, Dashboard Notifications for use of Competent Authority. • Development of user friendly mobile application. • Quantifying quality of the disposal of grievances. • Broad Classification of the grievances. • Root cause Analysis of the grievances and generation of reports thereof. Wednesday, January 12, 2022 17

Challenges and Way Forward: Vision for Future Structural Intervention • Inbuilt inbound and outbound seamless connectivity in Public Grievance Redressal System. • Grievance redressal as a matter of legal right. Wednesday, January 12, 2022 18

Success Stories: (1) Complaint regarding damaged electric pole. (Before Redressal of Grievance ) (After Redressal )

(2)Grievance regarding Sanitation problem at Pulwama (Before) (Cleanliness drive carried by Muncipal Committe, Pulwama)

(3) Grievance regarding deadly potholes near Dental college, Srinagar. (Complaint) Wednesday, January 12, 2022 (Response from complainant) 21

(3) Grievance regarding ramp for specially-abled persons. Complaint Response from concerned Deptt. (Mini sectt Shopian) The iron grill has been removed by the concerned authorities and path made accessible for public. Wednesday, January 12, 2022 22

Thank you Wednesday, January 12, 2022 23