Page 74 - Shelter - April 2023

CASE STUDIES

Fig 7: Socio- economic impact to highest state authorities
over public service delivery
problems, doing away with
‘come tomorrow” syndrome
that may be present in some
corners of bureaucracy. The
project has been evolving since
its inception incorporating
necessary changes in key
systems.

REFERENCES

Action-oriented’ Listening:
People’s Voice and Policy
Choice: A Report, Pratichi
(India) Trust, p.4, Nov. 2021.

to 9,49,840 in the year2020.The in its comprehensiveness. Action-oriented’ Listening:
initiative has come up with It works on “Whole- People’s Voice and Policy
policy prescriptions helping of -the- Gov ernm ent” Choice: A Report, Pratichi
the government formulate approach under the highest (India) Trust, p.57, Nov. 2021.
micro-schemes, including administrative authority “Enabling Responsive
‘Duare Sarkar’ (Government (the Hon’ble Chief Minister). Governance through
at doorstep),‘Duare Grievance narratives, Grievance Resolution”-
Ration’ (Public Distribution inputs, and feedback are e-Governance Bringing
System at doorstep), constructively used for Citizens, Industry and
‘Paray Samadhan’ (supra- undertaking government
local problem resolution), process re-engineering (GPR) Government Closer,
‘Pathashree’ (undertaking of different flagship schemes Compendium of
road construction/ repairing of the State Government. e-Governance Initiatives.
simultaneously across the Quite a number of micro- Authors: 1. Dr. P.B. Salim,
State), Sneher Paras (Special schemes have been conceived IAS, Secretary, Monitoring
assistance for stranded to include persons who have & Coordination, 2. Shri
migrants during COVID 19 been excluded. Set service Amitjoti Bhattacharji, Deputy
lockdown) and many others level with an inbuilt alert SMS Secretary, Chief Minister’s
West
(Figure 7). facility, pendency checker, Office, Mainak Bengal, 3.
Shri.
Mukherjee,
SUMMING UP grievance status update Senior Technical Director/
to citizens, and feedback
An online portal to redress ensures transparency and Scientist-F, National
public grievances is nothing accountability at every Informatics Centre
new in the parlance of present- level of service delivery ACKNOWLEDGEMENT
day digital governance mechanism.
worldwide. But the Public We are indebted to the Pratichi
Grievance Monitoring Through “Bangla Sahayata (India) Trust for the title of the
Portal of the State is unique Kendras” people can connect present paper.

72 HUDCO-HSMI Publication