Page 68 - Shelter - April 2023
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CASE STUDIES
to ensure quality in disposal (BSKs), Call Centres, e-Mail complainant. The grievances
of grievances. communications etc. Once are then classified, disposed
the particular grievance is and archived for further use.
MANAGING CHANGE deciphered and it is found that At every step of grievance
In development parlance, some information is missing, redressal, a status update is
any change is liable to be met then an outbound call is provided to the petitioner
with intransigence. In the made from the Cell to record through SMS.
initial stages of its roll out, relevant data. The grievance The archived grievances
stakeholders hesitated to use is forwarded to the concerned are used for data analytics.
the new system because of Head of Department/District Inputs from the analysis
initial apprehension about Magistrate as the case may are used to design further
the grievance redressal be. The HoDs, based on outreach initiatives like
mechanism. Various the nature and category of Duare Sarkar, wherein the
campaigns were undertaken grievances, forward them to services with the most gaps
to reach a more extensive the concerned sub-offices. in delivery mechanism, along
section of society. The project’s The sub-office contacts with flagship schemes of the
resilience during crises like the applicant, resolves the government, are taken up
COVID-19, and super cyclone grievance and submits the in a camp mode at citizens’
YAAS, the widely publicized Action Taken Report (ATR) to doorsteps (Figure 2).
success stories, newspaper the HoDs. The HoDs review
testimonials, extensive the ATRs; if the ATR meets TOWARDS SUSTAIN-
outreach campaigns, and the the internal parameters which ABLE HABITAT
continuous feedback helped show satisfactory resolution
win confidence of the people. of grievances, they forward Implementing a programme
The work to align 4505 it to the grievance cell. It is for sustainable habitat
administrative units under at this point that the team through grievance monitoring
different departments to the at the grievance cell makes involves following key steps.
mechanism of expeditious another outbound call to 1. Define the scope and
grievance redressal was in the complainant to assess objectives of the
itself a humongous task. the quality of the grievance programme: The goals
Gradually, acceptance of the and obtains feedback of the
grievance redressal reports Figure2: Process flow of Programme Implementation & Grievance Handling
highlighting key inputs,
policy prescriptions, and
the direct supervision of the
Hon’ble Chief Minister helped
to unfreeze the bureaucratic
inertia and bring traction
helped to set the ball roll.
WORK-FLOW
The e-governance system
enable scitizens to voice
their concerns through many
different avenues such as the
Bangla Sahayata Kendras
66 HUDCO-HSMI Publication
