Jan SunWai Samadhan
During the course of public-government interface, or interaction, the citizen may feel wronged—whether real or supposed. This forms valid grounds of complaint. Also to promote participative Democracy, capturing demands and suggestions from citizens is important. In Uttar Pradesh initially initiatives to redress grievances were isolated initiatives at different levels like CM Office, District, Tehsils and State Government Departments, running on different platforms and had no interlinking. Some good work like PG portal was started at Central Government level, while Madhya Pradesh also took lead through its CM Helpline Call centre. Rajasthan, Orissa, etc have also started their own online systems for grievance redressal. But no notable work has been done in recent past. Also nowhere we found a comprehensive System which could bring all redressal services of the state onto a single platform and also which has complete e-flow from top level to lowest level with full transparency.
The state-of-the-art IGRS is low cost and low maintenance project and is designed, developed and maintained in-house by NIC. This portal is completely online and it allows electronic flow of references and ATRs from top to bottom. CM office, government departments, directorates, commissionaires, DM/SSP offices, Nagar Nigam, Development authorities, Universities, Divisions, District level officers, Tehsil, Block, Thana and other lower level offices have been integrated in the new system. Portal is a simple, user friendly, citizen centric application that enables citizens to file reference i.e. complaints/ Demands/ Suggestions online as well as from their mobile and get disposal from concerned department with ease and avoids any physical points. After successful registration each reference will be provided a unique Reference number and get automatically forwarded to the concerned officer for redressal. Concerned department officers use their credentials to upload ATR’s against grievance. Citizen can use reference number to track progress of grievances, send reminder & also for giving feedback after disposal. Monitoring officers can evaluate disposal using app.
This integration helped in strengthening of already existing grievance redressal forums and also provided new avenues (online route) to applicant for sending their applications.
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Visit Official website http://jansunwai.up.nic.in