Integrated Grievance Redressal System (IGRS)
GOVERNMENTOF UTTAR PRADESH Lok Shikayat Vibhag & National Informatics Centre (NIC) , CM Office ,U P Govt. Limitations And Drawbacks Of Current System
Initiatives on Grievance redressal are isolated initiatives and running in different platforms have no interlinking. At state level CM Office have their own grievance system at CM Office(Janta Darbaar) while in Districts, District Magistrate Office have Jan Sunvai. Similarly Tehsil Diwas being organized in the Districts to resolve the grievancesattehsillevel . Departments interacting to citizens have their own mechanisms to deal with grievances such as office of the Principal Secretaries, HoDs,Call Centres(Jan Suvidha Kendra), Helplineetc. Limitations And Drawbacks Of Current System
Grievance redressal process is non-transparent and citizens have no clue of the resolution provided to them. Redressal process is Black Box for citizen. Almost impossible forconcerned officers to track and monitor the redressal because of large number of grievances received throughdifferentchannels/web portal/platforms. Indifferent attitude of some of public servants on citizen grievances also causes problem. Poor response on grievance sometime leads to improper practices. Person based grievance redressal system - Acceptance of / action on grievance is at discretion of receiving officer. Need of IGRS An Integrated and centralized computerization system is felt necessary for effective grievance Management, Redressal and Monitoring. A step has been taken to provide an integrated monitoring tool and tracking system for transparent status update on redressal of all type of grievances received through all sort of grievance receiving mechanismslike CM Office(Janta Darshan), DM Office(Jan Sunwai), TehsilDivas,GoI ,CSC/Lokvani Kendra etc. on a single common platform. Vision & mission of IGRS
To create an environment in Uttar Pradesh where a citizen canfreely and conveniently file a grievance and receive responseto his satisfaction both in terms of quality and time. Vision To develop a benchmark integrated system for grievanceredressal in Uttar Pradesh to achieve the goal of goodgovernance using latest technology involving allstakeholders. Mission IGRS- An Overview IGRS(Integrated Grievances Redressal System) is an integrated application system based on web technology which brings all Grievances Redressal mechanism to one platform enables instant and easy communication between the concerned Departments/Officers of the state and citizens resulting in the speedy redressal of their grievances from anywhere and anytime (24 x 7) basis and also provides submission of grievances by the aggrieved citizens . IGRS- An Overview Although system does not limited to complaints rose only at Chief Minister Office, but the supervision will be made under the CM office by forming a Monitoring committee under the chairmanship of Secretary/Special Secretary, CM looking after Lok Shikayatcell. Project Overview Objective of the Integrated Grievance Redressal System Increase the trust of citizen on Government by providing quality resolution of grievance with in the defined timeframe Reduce the cost (Direct cost and Time, Travel& Opportunity costs) of filling grievance Citizen perspective Reduction in effort and time required for management and redressal of grievance at all levels of UP Government Enhance the focus of public servants on resolution of grievance by offering rewards and recognition Provide input in policy making for reduction in region or domain specific grievance Public servant perspective Implementation Strategy(1/2)
IGRS A web based system will be implemented for facilitating following type of grievance receiving mechanisms in phased manner:- First Phase : References received at CM Office through all channels including Janta Darshan. References received at DM Office includingJan Sunwai. Tehsil Divas references. References received through PMO,President Office etc (Integration with pgportal.nic.in portal). Web based online grievances. References received through Lokvani/CSC centers(Integration with e-district portal). Implementation Strategy(2/2)
Second Phase : Departments owned grievance redressed system would be integrated with IGRS system. Social Media will be linked through the IGRS for compliant making and status update. Samadhan Divas(Thana Divas) Call Centre/IVRS Geographical Scope Of Project
Entire state would be facilitated by this system. Majorly these locations would be covered - Officesof Principal Secretaries/ Secretaries Offices of Head of Departments/Ayog/Parishad/Nigam etc. Commissioner offices IG/DIG Offices DM Offices SSP/ SP Offices Development Authorities Municipal Corporations All departments district /Tehsil /block /Thana level offices with ICT facility Key Stakeholders for the Projects
Citizens- Actual beneficiary of the system Departmental offices at state head office, Commissionaires, District, Tehsil and so on Officers dealing with public grievances CM Office owner and initiator of the project Department of IT&E, Uttar Pradesh for issuance of necessary guidelines, training support. National Informatics Centre (NIC) for development and evaluation of web based software DeitY, GoI for hosting support, expansion Secretariat Administrative Department (SAD) for state funding Grievance Input Mechanism
State Level Hon. CM Janta Darshan Letter from all sources (Hon PM, Central Govt., Commissions, Ministers, MP, MLA, etc.) In person handing over Grievance to Hon CM & related staff Print and electronic media Online (IGRS Portal) Fax/Post/ Call Centre (Status and Feedback only) District Level Jan Milan (DM) Jan Milan (SSP/SP) All grievances received through letters, fax Tehsil Level Tehsil Divas CSC/ Lokvani Existing Chief Minister Grievance Redressal System
Grievances Received at CM Secretariat Scan & upload on upcmo portal and can be viewed Manual Dispatch Principal Sec./HoDs Head of Govt. Deptt./institutions Commissioner Municipal Corporations Grievance related to Commissioner/IG/DIG DM/SPP VCs Development Authorities P Existing District level Grievance Redressal System
Grievances received at DM Office/Jansunwai Scan & upload by some districts on portal and can be viewed Manual Dispatch District level officers Tehsil level officers Block Level Officers Thana level officers Note-The above represents logical structure of existing grievance redressal systems and should not be read as organizations hierarchal structure Existing Tehsil level Grievance Redressal System
Grievances received at Tehsil Divas Scan & upload on tehsil divas portal and can be viewed Manual Dispatch District level officers Tehsil level officers Block Level Officers Thana level officers Note-The above represents logical structure of existing grievance redressal systems and should not be read as organizations hierarchal structure Existing District level Grievance Redressal System
Grievances received at CSC/lokvani Kendra Scan & upload on portal and can be downloaded/viewed District level officers Tehsil level officers Block Level Officers Thana level officers Note-The above represents logical structure of existing grievance redressal systems and should not be read as organizations hierarchal structure Existing Chief Minister Grievance Redressal System
PGPORTAL(PMO,DAPRG,President etc) and Other Portals Grievances Received at CM Secretariat/CS Office Manual Dispatch For Record Keeping only Principal Sec./HoDs Head of Govt. Deptt./institutions Commissioner Municipal Corporations Grievance related to Commissioner/IG/DIG DM/SPP VCs Development Authorities P Existing System- Online lodging of Grievance
No option is available with current Grievance Redressal systems for Online lodging of Grievances/Reminder by citizens in Uttar Pradesh. Authentication mechanism for limiting the frivolous or system generated grievances
IGRS channels Authentication mechanism Janta Darshan Ink signature/ thumb impression Call Center Complaint number CSC Photograph of complainant IGRS portal Complaint number/Mobile number Letter id Social networking site Profile of complainant on these sites Print & electronic media Not required Tehsil diwas Fax Source number Service Delivery Channels Processing of Grievance
Integrated Grievance Redressal System - Single view of grievance received from all channels Service Delivery Channels Processing of Grievance Scanning/Entry Dashboard & MIS Janta Darshan Scanning/Entry Letter Status and Feedback Single Storage Call Center Data entry Media IGRS Application Data processing NIC Data Centre Data processing Social Net. Data processing IGRS Portal Data processing CSC Life cycle of Grievance (Status)
Resolved After filling Action Taken Report by concern officer Defaulted Crossed the deadline set up by superior Pending Pending at the end of officer for filling Action taken Report Nothing done Interim report filed Marked Marked to officer with instruction and time line Unmarked Filed but not allotted to any officer Change Management People Process Technology
Awareness and communication Training Reward & punishment Self assessment Process Regular monitoring by Hon CM and CMOffice Feedback from complainant on disposal Rating of officer based on quality and efficiency of redressal Technology User friendly interface TechnicalSupport from NIC Service Delivery Mechanism
Source Type of channel Processing of data Action on grievance Marking of grievance Routing of grievance Submission of redressal Publishing redressal Taking feedback Detailed Grievance Process (1/2)
Citizen CM office Scanning and Data Entry At IGRS portal All grievance will be stored in centralized IGRS system . Grievance will be routed on the basis of officer to whom it has been marked or to DM on the basis on the name of Districts Pr. Secy./ DGP / HoD May be marked to further lowerlevelofficer wherever ICT Infrastructure Is available Commissions/ Other Govt. Institutions Commissioner DM/SSP office DIG Media/Social media DM Tehsil/Samadhan Diwas SSP/ SP Groups VC Dev. Authorities Data extraction Online/CSC (Lokvani) MP / MLA Commissioner Munic. Corp. Sources Type of Channel Processing of data Routing Grievance Marking of Grievance 1 2 3 4 5 Detailed Grievance Process(2/2) Submission of redressal
Officer who have marked grievance redressal will approve disposal on his satisfaction. The approval will not be required if marking officer has not asked for Complainant will be given option to rate the redressal of grievance on scale of 1 to 5. Respective officer will take action on grievance. Grievance cell /Sr. Officers will monitor the redressalof grievances using IGRS portal. Redressal of grievance will be available on IGRS portal. Complainant can access redressal from any of the channels. Action on Grievance Submission of redressal Publishing redressal Taking feedback 6 7 8 9 Features And Highlights of the System(1/4)
Provide a common interface between the Citizens and the Government. All grievances will be handled at single platform using uniform Forms for all channels using single user name/password. Online forwarding of Grievances to multiple sub-ordinate offices/Departments. Uploading of action taken/disposal reports concerning each grievanceby the concerned Department. Online lodging of grievances, reminder, view status and action taken reports. Lodging of manual grievances with facility of uploading scanned Grievance related document(s) is also made available. This scanned document can be seen at all levels wherever the grievance will be forwarded. Features and Highlights of the System(2/4)
Online receipt of grievances by departments/ Division/ Districts/ Tehsiland SMS alert enablingtheGovernment Departmentsto take corrective action. Redressal and Monitoring process by Department(s)/District(s)/ Organisation(s) to facilitate Nodal Officer looking after grievances. IGRS provides dashboard for monitoringtothe Nodal Officer. Forwarding of Reminders/Clarifications for the older grievances crossing SLA timelines. Web based tracking of application by the applicant and action taken by the Government authorities from any geographical location. Features and Highlights of the System(3/4)
Query based reports will help in generating analytical reports as per the requirement of the concerned Department/District for effective monitoring and analysis of pending grievances and resolution provided. This system will have flexibility to expand at multiple levels as per the requirement of the concerned Department, District /Tehsil administration for desired depth and accurate redressal of grievances. System generated reminders will enable the senior authorities to comply on grievances received with minimum effort and strict action against non-compliances by the concerned officials. Support for UNICODE compliant languages. Enhance the performance of the departments. Features and Highlights of the System(4/4)
As a citizen if anyone wanted to share any suggestion, higher authorities will able to keep a count of the number of suggestions received in a particular department and response of the concerned department against those suggestions. This will streamline the entire process of interactive governance. Categorization of grievances for each department Searching and tagging of duplicate references received through all channels Escalationof grievances on default in service level The suggestions or demand (wish list) received through this portal coming directly from citizens/public representatives will helpful to the Chief Minister/Ministers/MP/MLA/Grampradhan etc. andPrincipal Secretary / Commissioner/DMs/ District level Officers to formulate the plan and fund allocation for different schemes. Citizen/User able to send reminder through web portal. Service levels will be depend on criticality of grievance and receiving mode
Sources of Grievance Service Level CM Janta Darshan program Priority Low - 45 days, Priority High -15 days, Priority Apex - 3 days or as defined by Hon CM. It is mandatory to have signature of Duty Officer on Apex Grievances. GoI / Commissions / MP/ MLA/ higher authorities As directed in communication/ 30 days (default) Media As directed by concerned officer / 7 days (default) CSCs (IGRS portal) 15 Days Jan Milan (DM/ SSP) Priority Normal -15 days, Priority High as defined by DM/ SSP Resources required - Human Resources
IGRS Cell to function under CM Office Secretary/Special Secretary looking after lok shikayat as Nodal Officer One Sr. PCS/Joint Secretarylevel officer head of the cell 1 Sr. Programmer for maintenance of officer under supervision of NIC Cell for technological issues Four section officers, four SAs, four ASAs and 6 contractual data entry Operator The main responsibilities of IGRS Cell are- To provide monitoring/analytical reports to Senior Officer on daily/Weekly basis To monitor all key performance Indicators(KPIs) on daily basis Technical team will be responsible for maintenanceof the IGRS application/database, development of new modules as per the requirement of officers/departments/users. Forwarding of references received through GoI,, media, social mediaetc. Correspondence with all stakeholders Toorganize review meeting by Sr. level Officers etc Similarly, complaint cell need to be established at DMs/ SSPs/Department level. Key Benefits Increased citizen morale and satisfaction
Single Web portal for the grievances receivedthrough all channels Efficient and effective monitoring of grievances. De-duplication of complaints by tagging up duplicate references Improved efficiency of Government departments Convenient online lodging and monitoring of grievances Facility to view status and details of nodal officers handling grievances Speedy redressal of grievances System generated correspondence letters and SMS Alert Feedback of complainant regarding disposal of grievances Continuous betterment of redressal process through integrated Database Minimize corruption Challenges Overloading of staff (critical shortage of field level staff) Mindset lack of seriousness in handling grievance Technical skills/ lack of e-literacy at both citizen and Government level Monitoring quality of disposal Meeting the expectations of citizens Technological challenges, if any Future Roadmap IGRS is planned to expand their capacity as soon as it start getting utilizedby different-2 departments. Following are the features to be incorporated in the IGRS- Departments owned grievance redressal system would be integrated with IGRS system. Social Media will be linked through the IGRS for compliant making and status update. This system will also facilitate a verified wish list coming directly from the citizen to reconcile it at various level of planning for capturing demand from every entity of democracy. IGRS will facilitate this feature through Demand and Suggestion mapped in the IGRS to get the demands of development and plan it in a better way. Future Roadmap Resolutions having wider time span to complete which may marked resolved could also be tracked and monitored through this system. Analytical report based on the MIS generated from the IGRS data will also be facilitated through this system IVRS based complaint registration and status update Call Centre will be integrated with the system IGRS HOME PAGE IGRS LOGIN PAGE / User-Id/Password IGRS , /SSP Login-Id, IGRS cell Login-Id/Password (DM OPEARTOR) DATA ENTRY OPERTOR Dashboard Data Entry User Dashboard ( )
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