Complaint Registration

Urban Local Body in Karnataka were receiving  public complaints in hard copy form or through telephone calls. It was difficult for the public to register the complaints. It was equally difficult for the ULBs to track the complaints and hence timely redressal of the complaints was difficult. The Government of Karnataka, as part of its reforms process, introduced the Public Grievance Redressal System in the ULBs of Karnataka.
 
Objectives

.To enable citizens to easily register and track their complaints/ suggestions with the ULB 
. To enable the ULBs to track the complaints through its lifecycle so as to ensure timely redressal of the complaints.
. To provide multiple access channels - Internet, Phone, Email and Paper Form. For registration of complaints.
. To show trends and pattern on the type and location of problems across the city through pie-charts and GIS reports.
. To Computerized the Grievance and redressal systems.

Approach

. Establish PGR cells in the ULBs
. Involved NGOs in maintaining the PGR cell 24/7.
. Introduced productivity tools in the form of auto-assignment, complaint-forwarding etc., to improve complaint redressal rates.
. Citizen-friendly reports with GIS.
. Developed Training module  and Trained ULB staff.
 
Expected outputs

. Faster & systematic redressal of complaints
. Escalation of complaints to higher authorities
. State level monitoring of complaints  redressal

 

Click here to go to Complaint Registration Application

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Last Updated   : 23/07/2014       Release History
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