Page 49 - Shelter - April 2025
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CASE STUDY


                   COVID-19      pandemic     governance, the system can be   house  damages,  requirement
                   and   provided    travel   scaled and adapted to urban,    of food and emergency
                   assistance to 2 million    rural,   and   disaster-prone   medicines.
                   migrants.                  areas in both developing and    4.2    Transparency      and
                                              developed nations.
              •    Healthcare          and    4.1 Crisis Management           Accountability:
                   Education:  Over  90,000                                   Attributes  like  grievance  id,
                   families received better   Disaster   Resilience:   This   name  of  the  complainant,
                   healthcare  facilities,  and   feature is particularly relevant   contact  number  of  the
                                              in  disaster-prone  regions,
                   50,000  students  secured   where rapid response and       complainant, grievance lodge
                                                                                             complainant’s
                                                                                      and
                                                                              date,
                   financial  aid  for  higher   effective resource distribution   address  are  used  to  identify
                   education       through    are  critical.  The  grievance   and  verify  grievances.  In  the
                   proactive intervention.    system can be replicated in     database table for grievance
                                                                              description,   the    system
                                                                              generated grievance id acts
                                                                              as the primary key which is
                                                                              further used to identify all
                                                                              the  details  of  a  grievance.
                                                                              The  grievance  monitoring
                                                                              platform also has a grievance
                                                                              tracking         mechanism,
                                                                              through   which    one   can
                                                                              track  a  grievance  using  a
                                                                              combination of the attributes.
                                                                              Further, system triggered SMS
                                                                              updates ensures transparency.
                                                                              The details like complainant
                                                                              name,  phone  number  and
              Figure 2: Grievances addressed by respective Departments as per grievances received
              (Reference Figure 1)                                            address  are  useful  for  the
                                                                              executing offices or field level
              4.    Replicability      and    areas frequently affected by    offices for verification of the
              Scalability                     natural   disasters.   During   grievances. The audit logs like
                                              COVID-19     pandemic,    the   time, duration etc. of users are
              The project has already         grievances  handled  through    also tracked into the user log
              been replicated by various      the portal helped the state     events.  This  audit  trails  are
              governments as well as          government to reach out to      used for identification  and
              other Departments handling      nearly 4 million people for     verification  of  user  activity,
              specific grievances such as     providing food and shelter      ensuring compliance with set
              “Paribesh    App    (https://   and another 2 million migrants   regulations,  troubleshooting
              shorturl.at/omdBz)”  which      with travel assistance proving   system issues, providing legal
              handles  grievances  related    it’s resilience in crisis. During   evidence  etc.  This  feature  is
              to  Environment  only.  By      Super Cyclone ‘Amphan’          easily transferable  to other
              leveraging        technology,   (on  May,    2020),  this  portal   regions that struggle with
              promoting         inclusivity,   handled  more  than  30,000    government  responsiveness,
              and    utilising  data-driven   grievances    pertaining   to   as   it   enhances    citizen



                                                              April, 2025, Volume 26. No.1 - SHELTER    47
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