Grievance Redressal Management System Presentation

1. Grievance Redress Mechanism
Software Solution
Panchayat & Rural Development Department
Government of West Bengal
Stakeholder Consultation
13 Feb 2014 `

2. Objective
• Bridging the gap between Citizen & Government
• Effective monitoring of grievances
• Improved complain redress mechanism
• Empowering Citizen

3. Process Overview
Call Receive
Assign
Call Review
Monitoring & Reports
Resolve / Return
Action Taken

4. Grievance Registration through
Call Website Letter

5. Functionalities
• Call Registration
• Status Info
Call
Operator
• Assign to Block Level
• Return to State Level
• Enter Letters
• Status Update
• Monitoring of District,
Block & GP
District
• Assign to GP
• Return to District Level
• Enter Letters
• Status Update
• Monitoring of Block &
GP Level
Block
• Status Update
• Return to Block Level
State
• Monitoring of GP Level
GP
• Enter Letters
• Moderate Web
complaints
• Overall Monitoring
• Reports
• Analysis
State

6. GRM Application Portal

7. Call Registration
• New Call Registration
• In addition to existing
Grievance
• Status Info
• Advance Search
• Quick Filter
• Personal Tracker
• Log Book Details

8. Grievance registration through website

9. Registration of complaint Letters

10. District Monitoring Screen
• Overall Grievance Status
in one screen
• Scheme wise Status
Analyzer
• Details Log Book Report
• Status Update
• Return to State level
• Assign to Block Level
• Individual Tracker
(District/Block /GP)
• Grievance Reported
Comparison
• Monitoring of BDO, PD,
Officers & Others

11. Block Monitoring Screen
• Overall Grievance Status
in one screen
• Scheme wise Status
Analyzer
• Details Log Book Report
• Status Update
• Return to District level
• Assign to GP Level
• Individual Tracker (Block
/GP)
• Grievance Reported
Comparison
• Block wise Analysis

12. GP Monitoring Screen
• Overall Grievance Status
in one screen
• Scheme wise Status
Analyzer
• Details Log Book Report
• Status Update
• Return to Block level
• Grievance Reported
Comparison

13. State Monitoring Dashboard
• Overall Grievance
Status in one screen
• Scheme wise Status
Analyzer
• Details Log Book
Report
• Individual Tracker
(District/Block /GP)
• Grievance Reported
Comparison
• Scheme wise Analysis
• Monitoring of BDO,
PD, Officers & Others

14. Next Steps
• Plans to Operationalise Software
• Toll Free Helpline
• Training and Awareness
• Adequate Publicity
• State level Monitoring System

15. Thank you