Public Grievance Redressal System Nagaraseva Mobile App An
Public Grievance Redressal System – Nagaraseva Mobile App An Innovative, citizen friendly mobile application for redressal of municipal grievances
PGR – Nagaraseva App Public Grievance and Redressal System (PGR) is a citizen facing application used for complaint and end to end Grievance Management tracking system. This application is part of Enterprise Resource Planning (ERP) software with total 24 modules developed for serving the citizen of Andhra Pradesh. It is a Channel for citizen involvement in governance by providing the opportunity to submit grievances. The Mobile App. covers the complete lifecycle of the grievance starting for grievance registration to redress and analysis. The system allows citizens to submit their grievances using mobile app (Nagara seva), using web and allots a unique Complaint Tracking number
Contd… The grievances are automatically forwarded to the concerned gross-route level field functionary based on configurable rules. The grievance data is collected in a structured format, which allows for sophisticated reporting and analysis of grievance data. PGR improves the efficiency of grievance redressal, enhances citizen satisfaction with the ULB’s service delivery. If the grievances are not redressed in the given interval (Service Level Agreement), the complaints are automatically escalated to the higher officials. The citizen can track his grievance online using the grievance redressal system. “Nagara seva” app can be downloaded from Google Play store.
A. P. Municipal Employee app Grievances forwarded to field functionary on their Mobile App Escalation to senior officials if complaint not redressed within SLA time. SLA based approach on each of the call resolution, provides better grievance management & ensures citizen satisfaction.
Citizen Grievance Life Cycle chart Call Loggi ng • Citizen using “Nagara seva” app logs call to register his complaint using his/her Android mobile application. • Selects Grievance and locality in the ward. Call routi ng • Application routes the call to the concerned staff for resolution instantly since each ward and locality is geo-fenced. Resol ution of call • Municipal staff resolves the call by taking appropriate actions. • Citizen notified by the system about action taken.
Contd… Call Escal ation • If the complaint is not resolved within specified time(SLA), complaint escalates to next level. (Staff -> SI/SS/MHO> Commissioner) User accep tance • Complaint resolution informed via application/SMS • Citizen accepts the resolution provided and provides the rating Call Reo peni ng • If citizen is unhappy about the resolution, he can reopen the complaint for proper resolution • Analysis of calls, staff wise, ULB wise, grievance wise can be done.
Channels for registering grievances Citizen Nagaraseva App CDMA/ULB Portal Call Center CSC Counter Employee App Service requests reach ULB functionary directly for quick redressal Escalations to senior officials on delays Evidence based method of complaint closure SLA adherence tracking as per citizen charter Dashboards for Sr. officials to track 7
Nagaraseva app has revolutionized public grievance redressal 1 Citizens raise a complaint easily using a mobile app Complaints are geofenced and categorized for routing to the appropriate officer Officer visits the site, resolves the issue and 2 uploads a photo Citizens verify completion and 3 provide their rating
Features of Nagara Seva App Grievance Redressal Seek Services Payment of Property Tax, Vacant Land Tax & Water Charges Track Status of applications Multi Channel Citizen Access Configurable SLAs Escalation Matrix Employee App Evidence Based Handling Auditable Integrated with Google Maps Dashboards & MIS Reports 9
Mandate All Ward Secretaries shall download the AP Municipal Employee App after generation of Employee id by the concerned ULB For DELIVERY OF BETTER SERVICES TO THE CITIZENS
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