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CASE STUDY
mechanism, there has been ensure swift, equitable, refine policies and enhance
little that could boast of a and transparent grievance implementation strategies.
standardised approach to resolution.
handling of grievances, little The Monitoring of
service-level monitoring, Beyond redressal, “Sorasori Programme Implementation
and a dearth of technology Mukhyamantri” has played and Grievance Cell, under
and data-driven analysis to a crucial role in shaping the aegis of the Office of the
improve service delivery. As policy interventions and Hon’ble Chief Minister, West
a result, valuable grievance fostering an inclusive eco- Bengal serves as a central
data that could inform policy system. The initiative has hub, working in synergy with
changes has often been lost. gained recognition for flagship schemes like BSKs
its scalable grievance- and Duare Sarkar to bring
In order to address these handling framework, which government services closer to
challenges, the Grievance integrates seamlessly with the people. The governance
Redressal Project was existing administrative model has strengthened
launched in June 2019 to networks, facilitating real- public trust and encouraged
establish a responsive, time information flow. In people’s participation through
accountable, and transparent the process, the system, by continuous engagement with
public service delivery identifying lapses or delays, state officials.
system. The initiative sought has ensured swift corrective
to move beyond conventional action and improved service 2.Technological Framework
grievance disposal delivery. The system also
approaches by identifying extends door-to-door services, The system leverages
gaps in the implementation reaching citizens directly and several advanced ICT tools,
of welfare schemes and addressing their concerns in a including:
introducing significant policy timely manner. • GIS Mapping and
interventions. Building on Dynamic Dashboards
the success of this system, Within just eighteen months for real-time data
the West Bengal government of its launch, the SSM visualisation.
introduced the “Sorasori initiative has impacted over
Mukhyamantri” (SSM) 6.1 million people. Emergency • AI Integration for
initiative in June 2023 as an grievances are addressed automated grievance
extension of the grievance within 2-24 hours, individual classification, emergency
redressal mechanism. This benefit-related complaints are grievance identification,
initiative includes a Call resolved within seven days, and Action Taken Report
Centre Unit, a Data Processing and community issues such (ATR) verification.
Unit, and a Field Validation as road repairs or sanitation • API Integration with
Unit, allowing citizens to raise are tackled on a medium- other state government
concerns directly with the term basis. The system also portals such as Jai
highest authority in the state manages grievances requiring
via phone calls, social media, policy-level interventions. Bangla, BSK, and the
Social Security Portal for
emails, letters, and the Apon A unique feature of the seamless data sharing.
Bangla portal for overseas initiative is its integrated
residents. By leveraging on-site verification process, • Grievance Tracking
digital infrastructure and wherein field executives Mechanism with SMS
real-time data insights, gather real-time feedback updates and real-time
the government aims to from beneficiaries, helping tracking for transparency.
44 HUDCO-HSMI Publication
