Page 49 - Shelter - April 2025
P. 49
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