Public Grievance Redressal System

“Samadhan”Url:-http://ceobihar.nic.in/

CEO, Bihar

Previous system for Grievance redressalComplaints received off line by

CEO/DEO/RO/EROHelpline complaints recorded in

excelNo provision for online/mobile/SMS

based complaint mechanismTraditional manual monitoring

mechanism

Samadhan – Public grievance redressal systemSamadhan conceptualized as a

comprehensive systemMultiple modes for receiving

complaintsSoftware provides for online processing

of complaintsMonitoring and alert mechanism built inPublic can track and see ATR

SOURCES OF COMPLAINTS ECI – both email/PGRS – login level integration in

process Helpline – CEO (1950) and DEO level (Toll free nos) SMS – on 56677 Online through CEO Bihar website Android based mobile app Complaints received by CEO/DEO/RO/ERO –

email/fax/post/physically All complaints received offline entered into Samadhan SMS acknowledgement sent on receipt of complaint

NATURE OF COMPLAINCONDUCT

OF ELECTION

MCC ROLL/EPIC

ELECTION EXPENDITU

RE

GOVERNMENT

OFFICIAL

OTHERS

Election office

Media advertisem

ent

Form-6 Distribution of liquor

Election related

Polling Station

Poster/Hoarding

Form-7 Distribution of

Cash/Gift/Coupon

Others

Conduct of election

Election rallies

Form-8 Expenditure of candidate

Misuse of govt.

vehicle

Form-8A Election expenditure

of partiesCollection

of fire arms

Epic not received

General complaints

Error in epic

Mobile app based complaintsSamadhan mobile app available for

download on CEO Bihar website/ Google play store.

User friendly app – provides for making all election related complaints including MCC/EEM

Provision for uploading photo/videoGIS location of the complainant

automatically captured

Flying squads (FS) Provision for forwarding complaints to FS on android

based device FS to visit concerned spot and take photo/video/submit

text report through the device online This system proposed to be used in one most

expenditure sensitive AC in each district Extensive training given to each Distt Nodal officer/IT

officials and orientation provided to political functionaries.

Capacity building and awareness to Public through Local Newspaper advertisement and radio jingle.

Processing of complaints

All complaints received from all sources integrated into Samadhan

Provision for online forwarding of complaints and submission of ATR

Once complaint lodged it automatically reflects in the concerned DEO/RO/Block login

Monitoring mechanism Once complaint disposed – SMS sent to

complainant Complainant can track status and view

ATR online MIS available for monitoring by

ECI/CEO/DEO/RO Time limit fixed for disposal and system

of alerts in place Once time limit expires letter sent from

HQ to district for speedy redressal.

Training and awareness

State level and district level training given to all concerned

Political parties given orientation at state and district level

Awareness through Newspaper ads, radio ads, posters, website and press briefing

Screen shots of Samadhan- showing different features

Click on Samadhan

Click on Save record after filling

All Fields

Click here to browse and upload the soft copy of the

Document/Photo/Video

DETAILS OF DISTRICT WISE COMPLAINS

SLNO DistrictTOTAL

(COMPLAIN,SUGGESTION,INFOR

MATION)

Disposal   Pending

Beyond Time Within Time  Beyond

TimeWithin Time

1 PASCHIM CHAMPARAN 581 63 515 88.64 3 02 PURVI CHAMPARAN 552 78 474 85.87 0 03 SHEOHAR 33 13 20 60.61 0 04 SITAMARHI 326 95 221 67.79 10 05 MADHUBANI 496 156 331 66.73 8 16 SUPAUL 231 62 164 71.00 5 07 ARARIA 179 33 138 77.09 6 28 KISHANGANJ 59 23 34 57.63 2 09 PURNIA 419 69 350 83.53 0 010 KATIHAR 367 83 284 77.38 0 011 MADHEPURA 641 60 579 90.33 1 112 SAHARSA 557 44 513 92.10 0 013 DARBHANGA 648 157 491 75.77 0 014 MUZAFFARPUR 977 130 845 86.49 2 015 GOPALGANJ 374 72 302 80.75 0 016 SIWAN 539 48 491 91.09 0 017 SARAN 469 121 338 72.07 10 018 VAISHALI 456 68 387 84.87 1 019 SAMASTIPUR 571 160 411 71.98 0 020 BEGUSARAI 297 103 194 65.32 0 021 KHAGARIA 148 22 126 85.14 0 022 BHAGALPUR 283 67 215 75.97 0 123 BANKA 238 65 173 72.69 0 024 MUNGER 142 28 114 80.28 0 025 LAKHISARAI 142 33 107 75.35 2 026 SHEIKHPURA 53 21 32 60.38 0 027 NALANDA 741 53 687 92.71 1 028 PATNA 2501 214 2240 89.56 45 229 BHOJPUR 875 47 828 94.63 0 030 BUXAR 237 42 194 81.86 1 031 KAIMUR (BHABUA) 196 27 169 86.22 0 032 ROHTAS 308 62 246 79.87 0 033 ARWAL 187 10 177 94.65 0 034 JAHANABAD 306 42 261 85.29 3 035 AURANGABAD 298 48 250 83.89 0 036 GAYA 589 180 408 69.27 0 137 NAWADA 611 141 469 76.76 0 138 JAMUI 266 50 210 78.95 6 0  Total 16893 2790 13988   106 9

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