Page 48 - Shelter - April 2025

CASE STUDY

grievance lodged. They have 3.2 million pensions and about the action taken.
access to all call recording facilitated financial aid The Action Taken report
for reference. On an average for 22 million women is submitted to the Chief
40 tele-callers are mapped to under the Lakshmir Minister’s Office through
each quality-lead. Bhandar scheme. The the CMO Grievance
Grievance Redressal portal and hence, the
Sl Role No. of
No Description Personnel Cell has received over complainant is verified
1 Principal 1 4.6 million grievances through verification call
Manager and all these grievances and field validation unit
2 Senior 5 are addressed by the and then the grievance is
Manager state government redressed. The details of
3 Assistant 5 departments. The the grievances received
Manager standard procedure and redressed are shown
4 Data 40 for grievance redressal in figure 1 and 2.
Analyst includes lodging of
5 Operational 10 grievance, categorisation 3.2 Qualitative Impact
Analyst of the grievances as per • Inclusivity and Gender
6 Total 61 the grievance description Equality: 45% of
Manpower
allied as per the grievances were raised
3. Results and department concerned by women, and 67%
Achievements and then it is sent to originated from rural
respective department areas, reflecting the
3.1 Quantitative Outcomes for redressal from the platform’s accessibility

Since its inception, the Chief Minister’s office and broad reach.
project has processed over Grievance Redressal • Support for Vulnerable
4.6 million grievances, with Cell. Communities: The
a 75% resolution rate. Key The department takes system facilitated food
achievements include: necessary action and and shelter for 4 million
• Emergency Response: informs the complainant people during the
1,000 emergency
grievances resolved
within 2–24 hours.

• Policy Impact:
The system’s data-
driven insights
have contributed to
initiatives such as Duare
Sarkar (Government
at Doorstep), Paray
Samadhan (Community
Problem Resolution),
and Pathashree (Road
Construction/Repair).
Figure 1: Grievances lodged by the citizens of West Bengal (Distributed Department
• Social Security: Enabled Wise)

46 HUDCO-HSMI Publication