Grievance Redressal System- Rajasthan sampark

A Presentation on Grievance Redressal System of Rajasthan

1. Rajasthan Sampark An e-initiative of Government of Rajasthan Integrated Grievance Redressal System Grievance Redressal

2. …and listening to that voice is the key test of Good Governance” “People’s voice is the key driver of a democracy…

3. Citizens do have grievances of all kinds- Personal issues or Public issues Policy level or Administrative level Basic Needs or Larger Expectations Expectations from the Government , not duly met, become Grievances Therefore Legitimate expectations should ideally be met duly It should not be allowed to get converted into a Grievance If it does, effort should be made to redress at the local level, If it is not possible at the local level , it must automatically get escalated to the next higher level Grievance REDRESSAL CRUCIAL FOR GOOD Governance

4. Forums & Platforms- Not Synthesized Public hearing at office, Field Visit, campaign, Jan Sunvai Meetings of Vigilance and other committees Technological Tools & portals- Not Common Sugam , CMIS , RGDPS , Helpline (Local, Departmental & State level CCC) Acts & Rules- Not properly Followed Rajasthan Guaranteed Delivery of Public Services Act, 2011 The Rajasthan Right to Hearing Act, 2012 Right to Information Act, 2005 Previous Scenario

5. S No District Total Relief Interim Relief Rejected False Case Filed Not Possible % of Relief % of Interim Relief % of Filed 1 Ajmer 994 297 430 4 48 118 97 29.88 43.26 11.87 2 Alwar 1095 335 632 39 31 18 40 30.59 57.72 1.64 3 Banswara 585 551 27 1 3 3 94.19 0.00 0.51 4 Baran 832 212 344 30 79 49 118 25.48 41.35 5.89 5 Barmer 1000 164 191 15 200 374 56 16.40 19.10 37.40 6 Bharatpur 12392 1706 3471 2259 463 1558 2935 13.77 28.01 12.57 7 Bhilwara 478 169 32 19 35 149 74 35.36 6.69 31.17 8 Bikaner 1207 814 132 23 15 56 167 67.44 10.94 4.64 9 Bundi 863 462 196 23 38 40 104 53.53 22.71 4.63 10 C hittorgarh 1551 959 83 47 26 338 98 61.83 5.35 21.79 11 Churu 1093 298 295 2 81 376 41 27.26 26.99 34.40 12 Dausa 1511 751 412 6 186 99 57 49.70 27.27 6.55 13 Dholpur 8884 1115 350 599 336 5851 633 12.55 3.94 65.86 14 Dungarpur 82 31 3 2 11 26 9 37.80 3.66 31.71 15 Hanumangarh 756 385 100 93 15 163 50.93 13.23 1.98 16 Jaipur 179 13 3 7 4 141 11 7.26 1.68 78.77 17 Jaisalmer 590 198 219 26 14 60 73 33.56 37.12 10.17 Old System Disposed Grievances Category wise Complaints are not disposed Properly

6. Methodology of Rajasthan Sampark

7. Rajasthan Sampark Grievance Redressal Portal

8. RGDPS Portal Sugam Portal District Sampark Portal/CCC CMIS Portal Rajasthan Sampark Integration of different platforms making it common to all

9. Citizens Interface Forum Redressal Citizen Interface On Portal By Public Hearing Disposal Mode of Communication & Feedback By Portal By RS Centre By Helpline Verification Cross-Verification Hearing Portal By Mobile App Communication Feedback

10. Process & Processing Applications are disposed in following Categories Applications could be processed in following Categories Applications are Registered in following Categories Process

11. Accessibility Integrating Different Modes, Different Forums

12. Main Modules Grievance Registration Samadhan Meetings Campaign Visit Tour, Visit & Inspection RAAS Online Services News Cuttings Ideas & Innovations Acts & Rules Useful Weblinks

13. Rajasthan Sampark Main Features Grievance Entry Module Citizen Mode Official Mode Grievance Report Module Consolidated Report Customized Report Other Report Processing Module Verification of Relief and Rejected cases De-duplication of cases Dashboard for Grievance Registration and Disposal

14. Rajasthan Sampark Main Features General Notification of Samadhan Meeting Samadhan Meeting Case Selection Samadhan Meeting Report Module Dashboard for Samadhan Meetings

15. Tour, Visit & Inspections Scheduler for all types of Visits Notification of Scheduled Programme Meeting Reports of Visits

16. Rajasthan Sampark Main Features Report on Visits Display on Visit Routes Dashboard for Sarkar Apke Dwar Campaign

17. Different Reports Consolidated Report Customised Report User Log-in Report User Name Report

18. Other Modules Weblinks For Important Government Sites and Official mails Ideas & Innovations RAAS Online Services Acts & Rules

19. Additional Features

20. Mobile App for Inspection

21. Mobile App

22. Mobile App: Grievance Form

23. Mobile : MIS

24. District Level Block Level Gram Panchayat Level Facility Centers Rajasthan Sampark Kendra

25. Facility Centers Rajasthan Sampark Kendra Note:- Person will get Token/ Receipt as he submits application to ensure First Come First Out

26. Jan Sunwai Public Hearing

27. Different levels of Junsunwai State Level Jun Sunwai Hon'ble CM's Jan Sunwai Minister Level Jan Sunwai District Level Jun Sunwai By Minister in Charge & OIC Secretaries By Distict Collectors & DLOs Sub-District Level Jun Sunwai By SDMs & BLOs- Block Level By Adopter- Cluster Level

28. Officers/ Level Monday Tuesday Wednesday Thursday Friday Saturday Sunday Sub District Level SDM Office Field Visit Office Jan Sunwai Field Visit Holiday BDO Office Field Visit Office Jan Sunwai Field Visit Holiday Tehsildar Office Field Visit Office Jan Sunwai Field Visit Holiday N.Tehsildar Office Field Visit Office Jan Sunwai Field Visit Holiday Panchayat Level Gram Sewak Village Visit Panchayat Village Visit Jan Sunwai Panchayat Holiday Patwari Village Visit Panchayat Village Visit Jan Sunwai Panchayat Holiday Agriculture Supervisor Village Visit Panchayat Village Visit Jan Sunwai Panchayat Holiday Format for Field Visit Calendar Collector and other DLOs will visit Panchayats as above by prioritizing remote Panchayats SLOs will also visit as per norms to be prescribed by ADs

29. Process of Public hearing Sampark samadhaan meetings 4 levels to Cover the whole of State State Samadhaan - every 4 th Thursday of the month at the State Capital (Planned) District Samadhaan - every 2 nd Thursday held at 33 District Offices Block Samadhaan - every 1 st Thursday of the month at all Block Offices Gram Panchayat Samadhaan - On Friday in every Week ( By Rotation) Cases to be Excluded Usually At State Level

30. State level Samadhan session

31. Collector with All MLAs and All SDOs & DLOs IIIrd Thursday SDO with Local MLA and BLOs IVth Friday Panchayats Cluster-I Panchayats Cluster-III Tier-I Tier-II 4 Clusters in each MLA Constituency Gram Panchayats by Rotation Panchayats Cluster-IV Panchayats Cluster-II Sunwai With MLAs

32. Sarkar aapke dwar State Level Visits APKI Sarkar , aapke dwar Bharatpur- 9-18 Feb, 14 Bikaner- 19-30 Jun, 14 Udaipur- 16-25 Aug, 14 Sawai Madhopur- 30 Sep-2 Oct, 14 Barmer- 23-25 Oct, 15 Nagaur- 28-30 Oct, 15 Jhalawar- 22-24 Dec, 14

33. Evaluation & Analysis

34. Impacts (Till Nov, 16) 2/3 Cases- Personal Nature Grievances, 1/3 Public Nature Grievances Grievances Number % Total Received- 10.50 Lac About 30, 000 Cases/Month Total Disposed- 9.50 Lac 90% Relief Provided- 4.50 Lac 46% Rejected- 5.00 Lac 54% Total Pending- 1 Lac 10% Total Verified- 7.00 Lac 75%

35. Department wise Grievances Department Grievances % RD&PR 146315 19 C ollectorate 88460 12 Revenue 86611 11 Energy 58133 08 PHED 54703 07 Local Self Government 53055 07 Home/Police 40489 05 Public Works 34638 05 Secondary Education 20132 03 Medical & Health 19703 03 Water Resources 16541 02 UDH 15564 02 Elementary Education 15357 02 Food & Civil Supplies 12128 02 Sub Total 661829 87 Others 100000 13 Grand Total 761000 100