IGRS (Sanjog Helpline)

Transcription

1 IGRS (Sanjog Helpline) THE PROBLEM Efficiency and transparency is the hallmark of effective public administration. As all the modern day governments are conceptualizing and implementing citizen driven and citizen centric schemes, it is highly essential that they must get the feedback of the scheme beneficiaries so as to ensure effective government-citizen participation in the overall growth of the nation. However, the real picture was not as rosy as thought of. Citizen s interaction with Government is often cumbersome and tardy. A genuine complainant had no knowledge on whom to address and how to address. Such situations gave rise to touts, who registered villager s problems for money. This apprehension of wasting time & money prevented a villager from venting his grievances. To him, the overall administrative system was autocratic and opaque. To make the grievance Redressal system more citizen friendly and to eliminate the touts The Sanjog Helpline initiative was introduced. THE CUSTOMER OCAC: Odisha Computer Application Centre, the Designated Technical Directorate of Information Technology Department, Government of Odisha, has evolved through years as a center of excellence in Training, IT solutions and e-governance. It has contributed significantly to the steady growth of IT in the state. THE PROCESS Project Inception Under this phase CSM notified the OCAC authority regarding the team nominated for this project and seek conformation about name and contact details of Nodal Officer from CLIENT who would be the point of contact for CSM. Project Plan The project plan was prepared by the CSM Project Manager (and was reviewed by CSM Program Manager and OCAC) to form the basis of the actual project work plan. This formed the baseline against the project being tracked and controlled.

2 Methodologies and Deliverables Once the project was initiated, requirements gathering and analysis was the first phase in software development life cycle and a process of reviewing business's processes to determine the business needs and functional requirements that a system must meet. Requirements Analysis During this stage, OCAC s requirement was ascertained with the software requirements specifications Design In this stage the Detailed Design for the project was made. The conceptual and logical models developed in the High Level Design stage were translated into Physical Data Models and detailed design of each architectural component was taken up. Development This stage involved development of the software, which includes development of user interfaces, business components, database creation and unit testing. The migration of existing data to the new system was also undertaken. Testing In this stage all the components, scripts and Database were tested in complete flow together, different tools were used to create to do testing like stress testing etc. User Acceptance Testing In this Stage, the deliverables as per Contract/Project Charter was validated against the implemented solution. Then a user acceptance testing was conducted after data migration using the migration engine. OCAC provided system test scripts and data for the acceptance testing. User Training We are interested in providing a solution that is proactive and able to meet the total solution needs of our clients; hence apart from the initial implementation training, we organized regular training to meet some exigency needs THE SOLUTION

3 Citizens register grievances through the toll free number, fax, and through the Helpline portal from anywhere. The ICT tool of the Helpline ensures that the grievance of complaint is sent to the right officer in real time. It is developed on a web enabled multi-lingual platform which will receive complaints through its 9AM to 5PM call center. This call center is responsible for entering the details of the complaint and the grievance in the web portal of the Sub-Collector Helpline at After registration, by a call center Executive (CCE), the citizens get a unique ticket number which helps them to track the status of their grievance anytime again with the help of the toll free number or the web portal. The question however remains that how are the citizens benefited. The grievance registered at the Helpline, automatically gets forwarded to the concerned ATA. The concerned ATA takes appropriate action & closes the Ticket. Once the grievance is disposed a SMS is sent to the concerned intimating the grievance is resolved. If the ATA is not able to resolve the complaint after checking its authenticity, within a stipulated time period, the complaint along with its details is forwarded to the higher officer of the hierarchy. This mechanism of tracking the ATA by the system ensures faster intimation and disposal of the grievances. The check and balance system of escalation ensures that the ATA is keen in resolving the issue within the specified time period. Therefore, the citizen can rest assured of his/her grievance getting resolved by the right person at the right time. Once a grievance is closed or sorted, the web portal automatically updates its status. Therefore right from registering a grievance, a citizen, an ATA and any other officer in the hierarchy can have the complete picture of the complaint and the entire mode of operations involved, along with the delays incurred while resolving the grievance. This model is working with strictly adhering to the standards fixed by the Authority. Also it maintains a uniform standard across the activities & processes. Being a simple application, it is very simple to use the system with minimal training & an active managed service unit helps increase the usability of the system. IMPLEMENTATION OF THE SOLUTION

4 Conceptualization & Study Extensive study was done to understand the needs & process of Sub Collector Office, Cuttack. Design of Integrated Grievance Redressal System The beneficiary was facilitated to register the grievances through 5 different communication channels namely the web portal, fax, letter, SMS and toll free number. Having multi-channel communication ensures that the message is registered at the Helpline positively. Creation of Masters (Schemes & Complaints) The objective was to create Master details for the Schemes, Sub Schemes, Complaints, Escalation matrix & functionality details as well as the configuration of format, FAQ, Users & Designation for the System. Mapping of Schemes & Complaints Once the Masters were created, the entire sub Schemes were mapped to multiple complaint types. Mapping of Escalation Procedure A specific escalation level was defined for each complaint type and receiving authority along with next level of authority was defined. It directly mapped the complaint to the concerned receiving authority. Then if action was not taken within the stipulated time frame, it gets escalated to the next level authority. Implementation Support Once the Application with all the Mapping & configuration was done, it went for Testing & User Acceptance Test. After UAT with necessary changes if any, the system was implemented. User Manual & System Manual was made available for ready reference. Training One week training session was conducted to train the concerned users of the system on how to use, functionality, issue handling & security etc.

5 RESULTS Political: The usual rush of grievance seekers in the premises of the politically elected representatives has reduced tremendously as the citizens have been enlightened about the effectiveness of IGRS. Economical: The citizen does not have to pay the transport fare to reach the grievance Redressal Centre physically nor does he have pay any telephone charges if s/he wanted to make a call. Social: The state of the art performance monitoring system that is built-in IGRS helps the senior officers to measure and track the efficiency of their junior officers by monitoring the effective resolution of the registered grievances. Technical: The technology is based on MVC (Model View Controller) architecture using a rule engine based pattern which isolates the business logic from the user interface, in such a scenario the user interface and the business logic can be independently configured & managed by the user. Legal: As it is know that the Govt. works with a Top to Bottom approach, where all instructions moving on an ink signed letter, this toll free grievance registration process came as a boon. AWARDS Manthan Award 2009 for Sanjog Helpline ( in the e-governance category for providing G2C information services using cross media application. The award was given by Hon ble Union Minister of State for Communications & IT, Government of India. Web Ratna Award from Ministry of IT & NIC for Sanjog Helpline (Integrated Grievance Redressal System) for excellence in the field of PUBLIC PARTICIPATION INITIATIVE for its innovative & successful implementation of Sanjog Helpline (