Page 73 - Shelter - April 2023

CASE STUDIES

women (Figure 6). It has level gaps, vis-à-vis the grievances at the
also successfully handled MIS in the conventional grassroots; and
roughly eight thousand grievance redressal
grievances relating to system; h) The evaluation indicated
women’s welfare schemes of certain challenges like
the state government, such as d) 45% and 63% of over-dependence of
Kanyashree (scholarship and complaints come citizens on system and,
financial support for girls or respectively from women with rising expectations,
further studies) and Rupashree and adult members of people’s tendency to
(Financial aid against child the families. It endorses lodge grievances on
marriage), amongst others. the level of acceptance very simple or personal
and trust people have issues.
This project facilitated shown in the system.
hundreds of women in Women’s enthusiastic The project has helped
getting benefits under the participation in schemes women access public services
“Lakshmir Bhandar” Scheme such as the ‘Kanyashree, through the single-window
(monthly financial assistance ‘Rupashree’ and platform without taking the
for basic household needs). educational scholarships pain of visiting multiple field
Through Bangla Sahayata is aligned with the offices. Field survey and data
Kendra’s (BSKs), this project observation above; analysis revealed that women
ensured service delivery have voiced 45% of the total
at the grassroots at zero e) Massive public response grievances lodged. Moreover,
service charges. The outreach in micro schemes and 67% of service requests and
campaign, “Duare Sarkar,” outreach programmes grievances originated from
widened the scope of public formulated based on rural areas,33% grievances
service delivery to all at their policy prescriptions of from urban areas. Social
doorsteps for all government this Cell endorses the category-wise grievance
flagship welfare schemes credibility and efficacy of distribution shows a uniform
(SDG 10). this initiative; pattern, with 52% being
general caste, 20% from SC
IMPACT f) The study recommended & ST, and 28% from other
the Cell’s existing
Evaluation Study confirms framework of using Backward classes.
social and institutional impact grievance inputs for The project has successfully
of the initiative in following policy re-engineering established a concerted and
ways: and transformation of coordinated effort of 4505

a) Reducing bureaucratic governance to make public Institutions under a
inertia in service delivery; the project effective and single platform for delivering
sustainable in the long public service in a responsive,
b) Reducing need for run; accountable, and time-bound
multiple visits to public manner throughout the state.
offices by citizens; g) As an extension of
the Public Grievance During the first 6 months of
c) Benefit of large-scale Redressal System, its inception, the cell received
data analysis through Bangla Sahayata Kendras around 30,897 grievances.
ICT-enabled system to have been successfully With increased publicity and
pinpoint implementation bringing out to the fore awareness, the figure reached

April, 2023, Volume 24. No.1 - SHELTER 71