Citizen Grievance Redress System (GRS) Project

 Why Grievance Redress System?

In order to improve and make  public service more citizens centric Government intends to design and develop and install an ICT based single window grievance redress system under each Ministry in the country as essential prerequisite of good governance for receipt, resolution of grievances in a time bound manner, and monitoring of public complaints. Key objectives of this assignment this project is:

• Strengthening the initiative of accountable, transparent, responsive and service-focused governance
• Broaden the scope and excellence of pro-people service delivery
• Strengthening internal system of preventing corruption and other irregularities
• Speedy, time-bound and easy system of grievance redress as a platform to elevate public service to a satisfactory level

How to Implement?

     

     •   Developing  IT application for Grievance Redress system

     •  Focus on outcome – link all activities to performance management system, Citizen                    Charter and Service Excellence model

     •  Leverage experience from best practices from other countries-providing appropriate                legal foundation

     •  Ensure proper institutional structure for project implementation form Government’s side

     •  Massive public awareness on Grievance redress mechanism in public service delivery soas to engage more citizens

     •  Capacity building of officials

     •  Multiple delivery channels for registering grievance – online, mobile, IVRS, social                    media (FB/#register your Grievance on twitter), call center and citizen facilitation                    counters at the lowest level of government

What are the Benefits?

    

   •    Government: Improved image of good governance, improvement in public service                delivery, increased productivity of employees, reaching at door step of citizens to them            engaged in improvement in service delivery, Increased transparency and accountability    

 • Citizens:Easier accessibility to register grievance through multiple channels,  anywhere anytime service delivery mechanism, appropriate legal foundation to ensure  right to  redress grievance in public service delivery, a platform for citizens to get    engaged in good governance process making improvement in social accountable 

What will be performance measures?

     •     Number of grievances register per day
•     % increase in number of grievances
•     % Number of grievances not taken up
•     % number of grievances are high/medium/low severity
•     Number of grievances redresses within defined timeline
•     Number of investigations carried out by an officer
•     No. of grievances pending for  redress
•     Number of resolved grievances redresses communicated within defined timeline
•     Number of resolved grievances where feedback is received
•     Number of awareness campaign in a Year

What will be the Outcome of Project?

    •     ICT enabled GRS platform implemented

    •     Single window Interface for Grievance Redress implemented

    •     Streamlined Business Processes are in force

    •     Establishment of citizen service counters

    •     Increased reach to larger section of the citizens and society

    •     Establishment of legal foundation for redressing grievances in public service delivery

    •     Established institutional framework for grievance redress

    •     Increased citizen engagement in good governance process