Page 67 - Shelter - April 2023

CASE STUDIES

grievance via BSKs, phone, dashboard facilitating on descriptions and concerned
SMS, or email to address their ease of monitoring and resolving authorities.
issues. review. Accordingly, grievance
categories were defined and
• To ensure user • OTP-based two-factor mapped to the department/
convenience, authentications for district, and relevant sub-
multiple channels of accessing the portal offices created under each
communication are in provide convenience and Head of the Department
place with several closer security to users. (HoD). A senior official had
access points to make been earmarked as Nodal
comprehensiveness of • Role-based functionality Officer coordinating with
reach of faceless services, and data access for the Cell and Sub-Offices. To
better management in
including Online redressing grievances. standardize the Management
services, Pull/Push SMS, Information System (MIS)
Email, and a dedicated • Testimonials on various Reports, 11 closure reasons
Helpdesk. facets of grievance were defined, and the HoD
redressal are uploaded as
• It is portable across the good practices and easily must mandatorily select one
browsers and it provides accessible for replication to redress a grievance along
a system-generated in different governance with remarks.
unique registration domains. To ensure active participation
number for each of the HoDs, weekly auto-
grievance. Grievance • Mandatory feedback generated MIS was triggered
tracking facility by before disposing to them, with colour coding
complainant name/ of grievance and and appropriate flagging. The
mobile no./ lodged date classification of pendency tacker module was
etc. is another feature of disposed grievance introduced to provide a gist of
the portal. for undertaking all pending grievances for less
GPR and providing
• Seamless data implementation level than seven days, 7-15 days,
transmission among suggestions. 15-30 days, and more than 30
the administrative units days. To evaluate the quality
(Depts. / Offices/ Sub- Making public service of grievance resolution,
Offices). delivery more inclusive and outbound calls were made
transparent, this e-governance to complainants to obtain
• Automatic triggering initiative has been working feedback. Gaps in service
of SMS to stakeholders, with the motto, “No one left delivery were identified and
including status updates. out, No one left unheard.” mitigated with the help of

• Seamless integration of BEGINNINGS periodical grievance disposal
a wide array of modern indexes and routine quality
ICT technologies - the The initial study primarily verification of grievances
Web, SMS Gateway for involved collecting data on disposed by authorities.
Auto Notifications, Data grievances from various silos Based upon set parameters
Analytics & AI-driven and defining the problem on grievance redressal,
trend analysis. statement. Grievances related administrative review
to different services and meetings are conducted with
• Dynamic color-coded schemes were classified based the heads of the departments

April, 2023, Volume 24. No.1 - SHELTER 65