Upload
subhendu-maji
View
215
Download
1
Tags:
Embed Size (px)
Citation preview
STRATEGIC IMPACT STUDY OF ONLINE GRIEVANCE
REDRESSAL MANAGEMENT SYSTEM OF BURDWAN MUNICIPALITY
Subhendu Maji
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 2
Contents Table of Figures ....................................................................................................................................... 3
1 Introduction .................................................................................................................................... 4
2 Organisational Background of the Firm .......................................................................................... 5
3 Technological System Background.................................................................................................. 7
4 Implementation Process ................................................................................................................. 9
4.1 Initiation ................................................................................................................................ 10
4.2 Project Management ............................................................................................................ 10
4.3 Requirement Analysis ........................................................................................................... 10
4.4 Rollout Planning .................................................................................................................... 11
4.5 Budget / Funding ................................................................................................................... 11
4.6 Process Re-engineering ......................................................................................................... 11
4.7 Legal Compliance .................................................................................................................. 11
4.8 Software Development ......................................................................................................... 12
4.9 Hardware and Software Implementation ............................................................................. 12
4.10 Testing ................................................................................................................................... 13
4.11 User Training ......................................................................................................................... 13
4.12 Promotion ............................................................................................................................. 13
5 Strategic Impact Analysis .............................................................................................................. 14
5.1 The Change Management ..................................................................................................... 14
5.2 Impact Assessment ............................................................................................................... 16
5.2.1 SWOT Analysis ............................................................................................................... 16
5.2.2 PESTEL Analysis ............................................................................................................. 17
5.3 Impact Analysis ..................................................................................................................... 18
5.3.1 Operational ................................................................................................................... 18
5.3.2 Structural ....................................................................................................................... 18
5.3.3 Social ............................................................................................................................. 19
5.3.4 Cultural .......................................................................................................................... 19
5.3.5 Legal .............................................................................................................................. 19
5.3.6 Ethical ............................................................................................................................ 19
5.3.7 Technological ................................................................................................................ 19
5.3.8 Political .......................................................................................................................... 19
6 Assessment of the Implementation (PIR) ..................................................................................... 20
7 Proposition for the Future IS Strategy and Conclusion ................................................................. 22
Reference .............................................................................................................................................. 23
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 3
Table of Figures Figure 1 Organisational structure of Burdwan Municipality ..................................................... 5
Figure 2 Administrative Structure of India (Rajkumar, 2009) .................................................... 6
Figure 3 1st IT Infrastructure ..................................................................................................... 7
Figure 4 Transitional IT Infrastructure ....................................................................................... 7
Figure 5 Recent IT Infrastructure ............................................................................................... 8
Figure 6 Website of Burdwan Municipality ............................................................................... 8
Figure 7 Project Implementation Flowchart .............................................................................. 9
Figure 8 Project Management Approach ................................................................................. 10
Figure 9 Spiral Model (Thompson & Bernie, 2008) ................................................................. 12
Figure 10 Online Grievance Redressal System Interface (IT Coordinator, 2013) .................... 12
Figure 11 Old Process old Grievance Redressal ....................................................................... 14
Figure 12 New Process of Grievance Redressal ....................................................................... 15
Figure 13 SWOT analysis .......................................................................................................... 16
Figure 14 Number of grievance redressal application graph .................................................. 18
Figure 15 Citizen Satisfaction Survey ....................................................................................... 21
Figure 16 Increase in e services use (2013) ............................................................................. 21
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 4
1 Introduction
This report is a strategic impact study of online grievance redressal management system
of Burdwan Municipality. The organisation implemented an online grievance redressal
system for the citizens replacing the existing paper based manual system which was in
vogue for more than a century.
There was a century old manual procedure for grievance management, where the
citizens used to write letter to the redressal manager and the redressal was supposed to
take the initiative to take up the issue with the concerned level of the organisation. But
in reality most of those were not addressed, because the redressal manager was on the
same level of the person against whom the complaint is. There were some genuine
efficiency and integrity issues.
As the organisation is headed by the political representatives they used to get grass root
level feedback about the unhappiness of the citizens. The politicians never wanted their
voter citizens to be unhappy. The organisation wanted to improve citizen experiences to
allow them to fill online grievances which riches all the concerned hierarchy
automatically and acknowledge them of the resolution by email and SMS.
The online grievance redressal management system is an online web interface for
citizens where citizens or users could inform organisation their grievances on any service
delivery issue. Being a local government the organisation is in a continuous process of
organisational development, it cannot be denied that still there were inefficiency,
mismanagement and corrupt practices. As a result the citizens are not always happy
they had grievances. This system implementation was initiated to address this issue.
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 5
2 Organisational Background of the Firm
Burdwan Municipality is an urban local body (ULB) government organisation in Burdwan
town. This is the main civic body responsible to manage and improve the lifestyle of the
town. Burdwan Municipality was established in the year 1865, and the town is very old
and historic. Burdwan is the principal town and civil station of the district; it was also a
district capital of British India. The present population of the municipal area stretched
over 26.30 sq. km is 347,016. It has thirty five wards and five development zones or
boroughs.
This organisation is a political organisation and representatives are elected through
public voting every five years. The organisation is headed by the Chairman of the
municipal council who is also an elected public representative and elected by all the
ward representatives. There are chairman-in-council members who are responsible
various individual departments. There is a parallel administrative system in place headed
by executive officer followed by the secretary. All the departments are headed by
department heads, and the sections by section heads.
Figure 1 Organisational structure of Burdwan Municipality
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 6
It is the third tier or the bottom most tier of the Indian three tier government system.
The organisation collects tax, toll and rents and also receives project based funding from
state, national government and international bodies like DFID. The organisation provides
all the civic services to the citizens of the town like area planning, community services,
sewerage & sanitation, roads, transport, water supply, social forestry, health care, death
& birth registration and hospitality & tourism etc.
Figure 2 Administrative Structure of India (Rajkumar, 2009)
As the organisation is a local self-government there are some constraints which prevent
it from using modern technology. The key reason is weak financial condition and less
skilled human resource. Also this organisation was governed by laws made a century
ago, which are incapable to meet present needs and sometimes conflicting and
preventive. Though within limitations this organisation took adequate measures to
adopt new technology in various fields; like, healthcare, automated solid waste
processing, modern printing, construction and planning etc.
India has seen e-governance growth in the last couple of years. All most all the national
and state government departments and services ware computerised through national e-
governance plan. The plan encouraged the local governments to take self-initiative to
implement computerised service management and delivery. Though the organisations at
the grassroots level was incapable to manage technology implementation and without
adequate funding.
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 7
3 Technological System Background
Being a local self-government the organisation was not much exposed to information
technology systems. Depending on some individual
and departmental initiative initially the organisation
developed some software tools in-house to be
installed on individual systems to computerise the
work process. Later all the systems were connected
through a mess network and though still then the
system used to work independently, network used to
share files and to use the internet. At that time there
were challenges like lack of computer literacy at the
end user level and inadequate infrastructure.
All though a few years back the Burdwan Municipality
took initiative to implement e-governance with the
help of DFID to improve transparency, provide quick
info, increase administrative efficiency and improved
public service delivery. That was the time when the
organisation got first manpower for information technology, before that only a handful
of employees knew how to use a computer.
Gradually the organisation started to implement
information technology projects. E-governance
projects were implemented in various departments.
This approach eventually helped the organisation
leveraging the power of IT.
Now all the departments and the different offices of
the organisation spread across the city are connected
through optic fibre centralised managed and secured
network. The present infrastructure includes State-
of-the-art data centre, hi-tech admin space, team
meeting rooms etc. The main office hosts a mini data
centre with several secured server infrastructure with
almost 100% uptime and efficient performance. All
the employees are trend to use the computer and the
required software and all of them use those to
perform their official work. The organisation has got software to manage various
departmental workflows which are interconnected to other departmental processes.
The software is capable of exchanging information with various departments as well as
other related external organisations. All the citizen services interfaces are computerised.
Figure 3 1st IT Infrastructure
Figure 4 Transitional IT Infrastructure
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 8
Some processes uses the benefit of digital convergence, like tax collection through GPRS
connected handheld devices, GPS, GIS and 3D map based field inspection by civil
engineers, instant holographic birth certificate delivery etc. Now it is one of the high
tech government organisations in the country.
The latest addition to the system was
citizen service website of the
organisation. The website is a modern
content management system based
modular and scalable web publishing
platform to meet all the state-of-the-art
modern day web need. The website
contains all the citizen services
information provided by the organisation
and the delivery process of the same. The
site also hosts interactive real-time info
services like death birth registration
query, GIS and satellite map etc. To
implement the feature of online citizen
charter the site also hosts an online
grievance redressal management system,
this implementation is to be studied and
analysed here.
Figure 5 Recent IT Infrastructure
Figure 6 Website of Burdwan Municipality
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 9
4 Implementation Process
The organisation initiated the planning and implementation of an online grievance
redressal management system. Initially responsibilities were given to IT Steering
Committee to formulate the implementation process. The committee came up with the
implementation flowchart after considering all the technological, organisational and
social facts.
Here is the flowchart of the solution implementation process for the new system -
Initiation
Authority
Approval
End of Project
No
Project Management
Team Allocation
Yes
Requirement Analysis
Requirement Analysis
Planning / Activity Listing
Budgeting Authority
Approval
No Yes
Process
Re-engineering
Authority
Approval
No Yes
Tender Notification &
Award Contract
Development of Software Module
Software & Hardware
Implementation
Approval Testing
No Yes
User Training Service Launch Promotion
Review report
Figure 7 Project Implementation Flowchart
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 10
4.1 Initiation
The first initiative was taken in an informal meeting between the Chairman and IT
Coordinator, and then there were several formal meetings to discuss the present system
inefficiency and ways to overcome that. Some changes were made to the existing
system to improve that, but it failed to perform. Later the IT department prepared a DPR
(Detailed Project Report) to overcome the problem using an online system. The DPR was
placed before the board-of-councillors for approval, and it was approved.
4.2 Project Management
To manage and oversee the whole project of an online grievance redressal system, a
committee was formed headed by the organisation head and convened by the IT
Coordinator, consisting
members of different
departments and
stakeholders. The
committee was given
autonomous power to
implement the project,
only budget and process
re-engineering required to
be passed by the board of
councillors. As per the
Secretary of the
organisation a management approach ware followed similar to Figure 8 Project
Management Approach.
4.3 Requirement Analysis
To finalise the requirement of the system several meetings and small group discussions
were taken place. A detailed technical specification of the grievance redressal system
ware prepared after considering all the internal and external inputs. The technical
specification looks like a ticket management system with issue posting, replying and
assignment features, though it is quite different from any conventional ticket
management system. It was also stated that the look and feel of the new grievance
redressal system interfaces will match the existing portal design to have similarity and
uniformity of design on all pages across the site.
The requirement specified some minor changes to the webserver of the organisation. It
also mentioned the system specification and network infrastructure requirements.
While accessing the requirements it was also found that the organisational law dealing
with grievance redressal is out-dated and need to be amended to suit the need of the
Figure 8 Project Management Approach
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 11
present system. Also there is a need of aliasing the departmental position names for an
appropriate structure to suite online grievance redressal system.
4.4 Rollout Planning
To plan the rollout several meetings were held in various stages, after thorough
discussion it was decided that the grievance redressal system to be custom built as a
part of the online services offered from the citizen service website.
The existing citizen service portal is a Joomla content management system based
platform built with PHP and MySQL. So it was decided to custom built the system as a
component of Joomla to be written in PHP and in the backend a database of MySQL to
be used. It was also decided that the IT department will outsource the development of
the component, and integration with the present website will be done in-house.
4.5 Budget / Funding
A detailed budget estimation ware prepared considering various costs involved in rolling
out the project. On completion of the budget report it was sent to the finance for
necessary approval. Then it was sent to the authority for final approval. Main expenses
head of the budget were development cost, training cost and promotion cost. The
amount of the budget is not disclosed and there were two revised budget for this
project.
4.6 Process Re-engineering
While making the requirement specification it was realised that the workflow of the old
system was having many loopholes which prevented it from being effective. The
organisation decided to re-engineer the process of redressal. A group supervised by the
executive officer ware formed to look into this matter. Various existing and amendable
laws were considered; also existing work and performance data were analysed to come
to a conclusion. The group recommends a new workflow to address the existing issues in
the system. It required a massive revamp in the workflow and some laws needed to be
amended. After several meetings and rectification the new workflow ware finalised and
adopted by the organisation.
4.7 Legal Compliance
The existing law was century old and had no provision for electronic services. Before
rolling out of the service the existing organisational law was amended and passed at the
board meeting with new features and provisions to facilitate the online grievance
redressal system. The new law was made stricter and more effective punishment for
negligence ware introduced.
It was also insured that the system complies with the national and state Privacy Act, IT
Act and Right to Information Act. An appropriate policy was defined to comply with
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 12
these laws and the required permissions were acquired. The terms & condition and
privacy policy of this service ware defined in accordance to the different applicable laws.
4.8 Software Development
Based on the requirement specification a tender ware invited and the contract were
awarded to an external software vendor. The
vendor started developing the system based
on the initial requirement specification.
Several mock-ups ware shown by them to
finalise the information architecture of the
system. A hybrid model was followed for the
development lifecycle. Initially SDLC waterfall
model ware followed, till completion of the
first phase of the development. The initial
software requirement specification was not
no complete and users were not able to
specify their need as they were not familiar
with the system, even the manual system. As a result the SDLC Spiral model ware
followed till the completion of the component development.
4.9 Hardware and Software Implementation
Necessary changes to the web server ware made and network configuration was done
following the best industry practices and standards. Though there were not many
changes to make but effective policy setting in the firewall was important for the
security and availability of the system.
Figure 10 Online Grievance Redressal System Interface (IT Coordinator, 2013)
The customised software or rather the component of the site was attached to the main
site. The component was not publicly available at that time. The changes were made in
colour scheme to make the look and feel the same as in the main site. The component
ware enabled to use the same user authentication system on the site.
Figure 9 Spiral Model (Thompson & Bernie, 2008)
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 13
4.10 Testing
A thorough sandbox testing was conducted by the IT department in the first phase of
testing. The department also conducted penetration testing to find vulnerabilities of the
system; the system passed the test efficiently.
In the second phase of testing various real life cases ware simulated and processed by
the system alongside the manual system with the help of few internal users of the
system who were involved in the development phase and had some idea about the
system. The system performed well as per the need of the user except some minor
changes to make.
4.11 User Training
Training of departmental users ware conducted on the redressal laws, manual system,
automated online system and the ethical issues. Training was organised for separate
levels of hierarchies separately to make them understand their responsibilities at their
level for an efficient monitoring and redressal system.
Hand on training was provided to the community helpers who provide hand hold
support to the citizens to use different system provided by the organisation.
4.12 Promotion
A strong socio-political campaign was done to make the citizens aware of the system
and the benefit of using it. It was a lucrative agenda for the political parties to reach
their voters; as a result the system got huge popularity. Some social organisations who
promote organisational transparency also helped to make people understand the
benefit of the system.
Officially the municipality took IEC (Information, Communication and Education)
initiative through the use of various ICT tools, handbills, hoardings and news publication
etc. A special web banner promotion campaign was also done to inform the existing
users of the site to use the new service.
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 14
5 Strategic Impact Analysis
Implementation of online grievance redressal system for Burdwan Municipality was a
complex and multi stakeholder based process. The implementation was somewhat
smooth but time taking. The implementation had to go through some change
management process which comes with a huge strategic impact on the whole
organisation.
5.1 The Change Management
Change management was a major part of this implementation. Whatever the success or
failure the project is, the major reason for that is the change management. The key
managed change in this project was redressal process re-engineering. The old process
and departmental data were analysed and found that the process is no more suitable.
Figure 11 Old Process old Grievance Redressal
The main problems with the old process (as in Figure 11) was –
Dependency on the non-authority position for acceptance.
The whole process is managed by a single person.
No follow-up and Feedback mechanism within organisation.
Anonymous application was not possible.
One sided resolution.
Was not easy to track application.
Resolution process was not time bound.
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 15
To overcome the above mentioned problems a new workflow was designed to address
the identified problems and accommodating the present day demands.
Figure 12 New Process of Grievance Redressal
The new process is enabled with-
Multi person and multi stage decision making.
Direct authority intervention.
Swift information exchange between departments.
Fair scope of explanation to applicant and accused.
Provision of anonymous application.
Easy application tracking and scalable process management.
Time bound resolution of the grievances.
Instant feedback of resolution to the applicant.
The above charts show that how important it was to reengineer the redressal process to
make it contemporary. Apart from changing the process some laws and acts had to be
amended by multiple authorities to make the process effective. The amended law
enabled the process to be time bound, friendly and rigorous when any negligence found.
The processes ware designed in such a way that it took only three weeks to migrate
from old process to the new system. The new system was accommodated to handle the
previous issues. The change management for the new process ware handled well and
efficiently.
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 16
5.2 Impact Assessment
To assess the impact of the implementation on the organisation and the various
stakeholders, SWOT and PESTEL analysis methods are used to view the implementation
from different angles and analyse them to ascertain how it had an impact on
stakeholders and organisations.
5.2.1 SWOT Analysis
Strengths, weaknesses, Opportunities and Threats are part of any technology project
implementation. The chart below shows the same.
Strengths
Expanded Reach
Available 24 X 7 X 365
Direct Authority Intervention
Better communication with stakeholders
Usage of Information Convergence
Shorter Resolution time
Better system awareness
Weaknesses
Fear of Non Anonymous use
User need to be computer savvy
No paper evidence of grievance submission
Third party service dependence for Notification sending.
Intern
al
Opportunities
Making the system anonymously to protect privacy
Easy collaboration with other organisation
Better citizen Engagement
Better compliance with law and standards.
Efficient use of citizen charter.
Threats
The user may not like to use non anonymous system
Privacy may be compromised
Over usage of the system may halt the system
Political Campaign against the system
External
Positive Negative
Figure 13 SWOT analysis
From the above table is visible that the implementation had more positive impact
expressed by Strengths and Opportunities rather than the negative impact through
Weaknesses and Threats. Though it is a fact that only strengths and weaknesses of the
implementation is the internal factor of the organisation and could be controlled. On
other hand Opportunities and Threats are external forces and stakeholder dependent,
though those are not controllable but manageable. It is also visible that the anonymous
use is a concern matter for the success of the project.
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 17
5.2.2 PESTEL Analysis
This implementation is better analysed using this framework. The implementation
process has major political, economic, social, technological and legal effect on the
organisation and the stakeholders.
Impact Type Description
P Political
The politician wanted their voter citizens to be happy, that is why this initiative was taken.
Consensus between political parties worked for better implementation.
All the political parties wanted to promote this as their achievement.
Political parties promoted this to their advantage which directly promoted the system itself.
E Economic
The new system increased the efficiency of the employees, which generated extra manpower hour.
The new e system reduced use of paper, ink and electricity.
The system has enhanced the image of the organisation; it indirectly increased the organisational brand value.
More users used the website in order to use the new system, and the same system has an online tax payment facility, so it helped to gain more revenue.
S Social
The new system helped to reduce corruption within the organisation which helps in social change.
The system enabled the citizens to defend their right to the services offered by the municipality.
T Technological Another feather in the wings of e-governance initiative.
Citizens used this and all the other services more.
The system is available 24 x 7 x 365.
E Environmental
The e processing of the documents significantly reduced paperwork; which resulted in huge paper saving.
The new system also reduced printing and photocopying, saving electricity & ink.
L Legal
Updated the law, which enabled shorter resolution time.
The new law provided a fair scope of explanation to the applicant and accused.
Provision of an anonymous application made amending the old law.
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 18
5.3 Impact Analysis
The project had a remarkable impact on the organisation as a whole; it benefited the
organisation and other stakeholders both directly and indirectly.
5.3.1 Operational
The new system changed the way the old system worked; there was a radical change in
the effectiveness of the process. Monthly total number of applications reached ten
times in volume. Though it is noticed that over the time the new manual application
system grew significantly and the online application volume decreased.
Figure 14 Number of grievance redressal application graph
5.3.2 Structural
There were major changes in the structural way of the delivery. As discussed earlier the
whole process was re-designed to facilitate the implementation, which resulted giving
huge benefit to the organisation.
It is also found that the reason behind the success of the manual process is the process
re-engineering; the new system is more relevant and contemporary irrespective of
delivery channels.
29
34 11
48
79
146 151
166 156 151164 169 174
186
112
197
242
186
144 140 137128
117
144122
29
34
11
160
276
388
337310 296 288 292
286318
308
0
50
100
150
200
250
300
350
400
450
Oct
ob
er
No
vem
ber
Dec
emb
er
Jan
uar
y
Feb
ruar
y
Mar
ch
Ap
ril
May
Jun
e
July
Au
gust
Sep
tem
ber
Oct
ob
er
No
vem
ber
2012 2012 2012 2013 2013 2013 2013 2013 2013 2013 2013 2013 2013 2013
Number of application Paper Based System
Web Based System
Total Application
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 19
5.3.3 Social
The system itself is a result of a change in the social system; the politician felt the need
of listening to the grievances of the citizens which never happened earlier. The new
system increased confidence and faith in the organisation.
The new system also helped to reduce corruption within the organisation which helps in
social change.
5.3.4 Cultural
The new system had a huge impact on bribe taking and giving. Employees felt the fear of
being caught and the citizens were more conscious of their rights. It changed the work
culture of the organisation effecting transparency, efficiency and compliance.
5.3.5 Legal
The new system enabled the organisation to amend the century old law as per the new
system which became more relevant. The process of amending other laws was
encouraged and changes were made, which is an indirect benefit of the implementation.
5.3.6 Ethical
The implementation forced the increase of moral and ethical value of the employees.
The organisation ware also able to deliver the services in an ethical manner. Overall the
new system boosted the ethical value within the organisation and stakeholders.
5.3.7 Technological
The new system ware able to engage citizens to the digital delivery platforms of the
organisation more than ever. The implementation also indirectly benefited other e-
governance module implementation in terms of training and collaboration within and
outside the organisation.
5.3.8 Political
The new system is a result of political awareness. Changes observed in the way the
politicians think regarding organisational governance and service delivery. This process
also enabled political parties to come under the same umbrella, which is a good sign for
a maturing democracy.
The political parties also got and gave benefit promoting the new system; it enhanced
credibility of the organisation and the political parties.
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 20
6 Assessment of the Implementation (PIR)
The organisation has not done any post implementation review yet. The process was
started a few months back but halted due to lack of manpower. Some meetings took
place to review the post implementation scenario. Some information received from
those meeting minutes and personal interview of the key functionaries like executive
officer, ex-chairman and the secretary of the organisation.
As per the feedback received, the scope of the post implementation review of the online
grievance redressal system implementation project is Service delivery performance,
Technical system performance, Legal compliance, Implementation & Project
completeness and Budget adherence.
Implementation & Project completeness: As per the organisational feedback the project
implementation is complete though the system bug fixing will continue throughout the
product Lifecycle. The project implementation was somewhat smooth and timely.
Service delivery performance: Overall service delivery performance is very satisfactory
and beyond expectation. The new system is capable of handling more application with
the existing infrastructure. The system delivers results in an effective and timely manner
as a result citizens are more encouraged and the number of applications is rising day by
day.
Technical system performance: The technical system performance is also very
satisfactory. The application processing backend is performing efficiently and the
hardware systems are running stable. Though the total number of applications is rising,
but the organisation is not so happy with the reducing number of online application.
There is a possibility of revamping the online citizen interface of the system.
Legal compliance: The new system is working efficiently in compliance with the law
though still there are some conflicting law which needs to be changed, but those are not
in the scope of this project.
Budget adherence: The project completed within the specified amount of the revised
budget. The initial budget had to revise twice to meet the projected demand.
As per the organisation the project is a success. The process witnessed multi fold growth
in the number of new grievance redressal application in the last few months.
29 34 11
160276
388 337 310 296 288 292 286 318 308
October November December January February March April May June July August September October November
2012 2012 2012 2013 2013 2013 2013 2013 2013 2013 2013 2013 2013 2013
Total Application
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 21
To assess the impact of the implementation the organisation conducted an online citizen
satisfaction survey regarding the online grievance redressal system, here are the results.
Figure 15 Citizen Satisfaction Survey
The organisation also claimed that due to successful implementation of the project
overall interest in the online services provided increased. As a result a stable increase in
new user SignUp for e services use has been noticed.
Figure 16 Increase in e services use (2013)
Overall the project was a success as per the organisational functionaries. Though it
should be mentioned that the main project of online grievance redressal was not very
successful as the number of online application is coming down steadily. The organisation
needs to take adequate measures to grow interest in the online system.
9%
31%
27%
18%
8%
7%
Excelent
Very Good
Good
OK
Bad
Very Bad
463
612506
745801
993914 889
9381020 973
0
200
400
600
800
1000
1200
Increase in e services use
New User
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 22
7 Proposition for the Future IS Strategy and Conclusion
Being the project a mix of success and not so successful (not failure), the project has
some scope of improvement. Some areas could be improved to attract more online
applications.
Though no change of policy required, hence the views of the Board on this issue need to
be sought and consultants or domain experts may be appointed to increase the quality
of service. The organisation needs to be innovative to promote the online service.
Some of the suggested strategies for involving more users in online applications are –
Starting a reward program to attract users.
Addressing the anonymity issue, educate the users.
Create self-explanatory animation or video on how to use the system.
Coupling the service with other online services which users use the most.
Prominently advertise in online portal.
Promise that the online application will be processed faster, do so.
It is also very important to overcome the weaknesses and threats of the project and
encash the opportunities as discussed earlier. A regular review of the performance of
the system, monitoring of compliance need to be performed for sustainability of the
project.
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 23
Reference
IT Coordinator, 2013. Burdwan Municipality - Online Grivance Redrasal. [Online]
Available at: http://burdwanmunicipality.gov.in/en/online-services/online-grievance-
redresal-system.html [Accessed 05 December 2013].
Rajkumar, V.P., 2009. Setup of India. [Online] Available at:
http://en.wikipedia.org/wiki/File:Setup_of_India.png [Accessed 2013 December 06].
Thompson & Bernie, 2008. Boehm’s Spiral Revisited. [Online] Available at:
http://leansoftwareengineering.com/2008/05/05/boehms-spiral-revisited/ [Accessed 22
November 2013].
Originally prepared for Strategic IT (COMP1679) course in partial fulfilment for the degree of Master of Science in
Management of Business Information Technology. Dept. of Computing & Information Systems, University of Greenwich
Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality Author: Subhendu Maji
P a g e | 24