याजस्थ

थानथसयकाय
Government of Rajasthan

SUGAM - RPG

(एकीकृतथशिकामतथननवायणथऩोर्ट र)
Single Point Grievance Redressal Portal

Operational Manual
कामटचारनथसंफध
ं ीथननदे शिका
(Version: 2.0)

National Informatics Centre Department of Removal of

The IT Support Professionals Public Grievances
Rajasthan State Unit Government of Rajasthan
 Contents
S. No. Contents Page No
1 प्रस्थतावनाथ 3
2 प्रणारीथकोथसंचाशरतथकयनेथकेथशरएथननदे िथ 4
2.1 अऩनीथशिकामतथदजटथकयें थथ 5
2.2 शिकामतथकीथस्स्थनतथदे खेंथ 6
2.3 ऩंजीकृतथशिकामतथकाथऩुनस्थ
भयट णथबेजें 6
2.4 शिकामतथसंखथमाथऩुन:थप्राप्थ
तथकयें 7
2.5 हहन्थ
दीथUtilityथडाउनरोडथकयें थ 7

2.6 शिकामतथकाथऩासवडटथफदरें 7
2.7 सम्थऩकटथकयें 7
2.8 ववबागोंथकीथभॉनीर्रयंगथडेस्थ
कथशरएथरॉगथइनथऑप्थ
िन 8
2.8.1.1 Master Entry : Office Master 9
2.8.1.2 Master Entry : Officer Master 9
2.8.1.3 Master Entry : Grievance Subject Type 10
2.8.2.1 Grievance : New 11
2.8.2.2 Grievance: New Grievances for other Departments 12
2.8.2.3 Grievance: Forward 13
2.8.2.4 Grievance : Reply 14
2.8.2.5 Grievance :Disposed 15
2.8.3.1 Reports : Receipt Register 16
2.8.3.2 Reports : Pending Grievances 17
2.8.3.3 Reports : Pending Grievances ( Officer wise) 17
2.8.3.4 Reports :Duration wise pendency 18
2.8.3.5 Reports : Disposal List 18
2.8.3.6 Reports : Disposed Grievances 19
2.8.3.7 Reports : Search Grievances 19
2.8.4.1 Utility : Change Passwordथ 20
2.8.5.1 Logout 20
1
1. प्रस्थ
तावना

थानथ सयकायथ काथ शसंगरथववन्थडोथ रोकथ शिकामतथ ननवायणथ ऩॉर्ट रथ ''सुगभ''थ याजस्थथानथ
याजस्थ
केथ नागरयकोंथ केथ शरएथ वेफथ आधारयतथ एकथ प्रबावीथ शिकामतथ ननवायणथ प्रणारीथ है । जनथ
अशबमोगथ ननयाकयणथ ववबाग,थ याजस्थ
थानथ सयकायथ इसथ ऩरयमोजनाथ केथ ननपथऩादनथ केथ शरएथ
नॉडरथववबागथहै ।थ
इसथसॉफ्र्वेमयथभेंथववशबन्थनथभा्थ
मभोंथ्ायाथनागरयकोंथकेथऩरयवादथदजटथकयामेंथजाथसकतेथह।।थ
 नागरयकथसुगभथवेफथऩॉर्ट रथकेथभा्थमभथसेथप्र्थमऺत:थऩरयवादथदजटथकयथसकतेथह।।थ

 नागरयकोंथ केथ ऩरयवादथ दजटथ कयनेथ केथ शरएथ एकथ सु ु्गभथ सेन्र्
थ यथ सिचवारमथ स्थ
तयथ ऩयथ
स्थ
थावऩतथयकमाथगमाथहै थ जहांथ ऩयथननम्थ
नशरिखतथववकलथ
ऩोंथभेंथ सेथ यकसीथबीथप्रकायथसेथ
ऩरयवादथदजटथकयामेथजाथसकतेथह।:थ
1. ई-भेरथकेथभा्थमभथसेथऩरयवाद
2. दयू बाषथकेथभा्थमभथसेथऩरयवाद
3. ऩत्रथकेथभा्थमभथसेथऩरयवाद
 ववबाग/कामाटरमथ स्थथानीमथ प ऩथ सेथ प्राप्थतथ अऩनेथ ववबागथ सेथ संफंिधतथ शिकामतोंथ कोथ
दजटथ कयथ सकेंगेथ औयथ उन्थहेंथ अंनतभथ ननवायणथ केथ शरएथ अधीनस्थ
थथ कामाटरमथ कोथ
ऑनराइनथअग्रथ
ेवषतथकयथसकेंगे।
 ववबाग/कामाटरमथस्थथानीमथप ऩथसेथ प्राप्थतथयकसीथअन्थमथववबागथसेथ संफंिधतथशिकामतोंथ
कोथबीथदजटथकयथसकेंगे।थ
इसथसॉफ्र्वेमयथ्ाया ऩरयवादथननवायणथकेथशरएथववबागथभेंथ एवंथ अधीनस्थ
थथववबागोंथभें थथ
अग्रेवषतथ यकमेथ जाथ सकतेथ ह।।थ इसथ सॉफ्र्वेमयथ भेंथ हहन्थ
दीथ औयथ अंग्रेजीथ दोनोंथ बाषाओंथ भें थ
ऩरयवादथदजटथकयामेथजाथसकतेथह।।थ

साफ्र्वेमयथ कीथ एकथ भह्थवऩूणथट ववशिपथ

र्ताथ महथ है थ यकथ महदथ ऩरयवादथ यकसीथ बीथ ववबागथ सेथ
दजटथयकमाथजाताथहै थतोथइसेथसंफंिधतथस्जराथस्जससेथऩरयवादथसंफंिधतथहै ,थकेथस्जराथकरक्थ
र्यथ
्ायाथबीथअवरोकनथयकमाथजाथसकताथहै ।थइसीथप्रकायथयकसीथबीथकरक्थ
र्यीथऩयथदजटथ यकसीथ
ऩरयवादथकाथसंफंिधतथववबागा्थ
मऺथ्ायाथअवरोकनथयकमाथजाथसकताथहै ।थमहथशिकामतोंथकेथ
प्रबावीथभॉनीर्रयंगथभेंथभददथकये गा।थ
इन्थ
र्यनेर्थ ब्राउजय भें http://sugamrpg.raj.nic.in काथ उऩमोगथ कयथ साफ्र्वेमय भेंथ प्रवेिथ
यकमाथजाथसकताथहै ।

2
नागरयकोंथ ्ायाथ इन्थर्यनेर्थ केथ भा्थमभथ सेथ या्थ
मथ सयकायथ केथ जनथ अशबमोगथ ननयाकयणथ
ववबागथ माथ संफंिधतथ ववबागथ केथ शरएथ ऑनराइनथ ऩरयवादथ दजटथ कयनेथ ऩयथ साफ्र्वेमयथ ्ायाथ
ननशभटतथऩंजीकृतथसंखम
थ ाथप्रदानथकीथजातीथहै थ स्जसकाथउऩमोगथनागरयकथ्ायाथशिकामतथकीथ
कायट वाईथकीथस्स्थनतथजाननेथ केथशरमेथ यकमाथजाताथहै ।थकॉरथसेन्थर्यथमाथसंफिधतथववबागथऩयथ
नागरयकथ्ायाथऩरयवादथदजटथ कयानेथ ऩयथसाफ्र्वेमयथ्ायाथननशभटतथअशबस्थ
वीकृनतथऩयचीथप्रदानथ
कीथजातीथहै ।थथ

महथ साफ्र्वेमयथ ववबागोंथ औयथ अधीनस्थ

थथ कामाटरमोंथ केथ भ्थ
मथ ऑनराइनथ ऩरयवादथ अग्रथ
ेवषतथ
कयनेथऔयथऑनराइनथननवायणथकोथसंबवथफनाताथहै ।थ

महथसाफ्र्वेमयथरस्म्फतथशिकामतोंथकी प्रबावीथभॉनीर्रयंगथकेथशरएथववबागों / कामाटरमोंथकीथ

आवश्थमकताथकेथअनुसायथभॉनीर्रयंगथरयऩोर्ट थफनाताथहै थ।थ
2. प्रणारीथकोथसंचाशरतथकयनेथवारेथननदे िथ

इन्थ
र्यनेर्थ ब्राउजयथ सेथ आवेदनथ ऩयथ ऩहुंचनेथ केथ क्रभथ भेंथ आऩकाथ इन्थ
र्यनेर्थ ब्राउजयथ खोरेथ
औयथ एड्रेसथ फायथ भेंथ http://sugamrpg.raj.nic.in र्ाईऩथ कयें थ औयथ एंर्यथ दफामे।थ
ननम्थ
नशरिखतथवेफथऩपृ थ:थखुरेगाथ:

3
 महथएप्थ
रीकेिनथकाथप्रथभथऩपृ थ:थहै ।थमहथऩपृ थ
:थननम्थ
नशरिखतथसवु वधामेंथप्रदानथकये गाथ।

 अऩनीथशिकामतथदजटथकयें थ
 अऩनीथशिकामतथकीथस्स्थनतथदे खेंथ
 ऩंजीकृतथशिकामतथकाथऩुनस्थभयट णथबेजें
 शिकामतथसंखथमाथऩुन:थप्राप्थतथकयें
 हहन्थ
दीथउऩमोिगताथ(Utility)थडाउनरोडथकयें थ
 शिकामतथकाथऩासवडटथफदरेंथ
 सम्थऩकटथकयें
 ववबागों/कामाटरमोंथकेथशरमेथरॉगथइनथऑप्थिन

2.1 अऩनीथशिकामतथदजटथकयें थथ
इसथ शरंकथ कोथ स्क्रकथ कयनेथ ऩयथ ऩरयवादथ ऩंजीकयणथ पॉभटथ खुरेगा,थ स्जसकेथ भा्थ
मभथ सेथ
नागरयकथसीधेथऩरयवादथदजटथकयथसकताथहै ।थ

सबीथब्थ
मबये थबयनेथकेथऩश्थचात ु्थनागरयकथSubmit फर्नथस्क्रकथकयथशिकामतथबेजथसकतेथह।।

4
2.2 शिकामतथकीथस्स्थनतथदे खेंथ
इसथशरंकथकोथस्क्रकथकयनेथ ऩयथनागरयकथअऩनीथशिकामतथकीथस्स्थनतथकीथजानकायीथप्राप्थतथ
कयथसकतेथह।।थ

2.3थऩंजीकृतथशिकामतथकाथऩुनस्थभयट णथबेजेंथ
इसथशरंकथकोथस्क्रकथकयनेथ ऩयथनागरयकथऩूवथट भेंथ ऩंजीकृतथशिकामतथकेथशरएथऩुन:स्थ
भयण-थ
बेजथसकतेथह।,थजोथयकथथएकथननथमतथअविधथ
थकेथफादथबेजाथजाथसकताथहै ।थ

5
2.4थशिकामतथसंखम
थ ाथऩन
ु :थप्राप्थ
तथकयें थ

इसथशरंकथकोथस्क्रकथकयनेथ ऩयथनागरयकथऩंजीकृतथशिकामतथकीथऩंजीकयणथमहदथबूरथचुकेथ
होंथतोथऩुन:थप्राप्थतथकयथसकतेथह।।थ

2.5 हहन्थ
दीथUtilityथडाउनरोडथकयें थ

इसथशरंकथकोथस्क्रकथकयनेथ ऩयथनागरयकथहहन्थदीथUtilityथकोथडाउनरोडथकयथसकतेथ ह।थ औयथ

अऩनेथ कम्थ
प्थमूर्यथऩयथस्थथावऩतथ(Install)थकयथसकतेथ ह।।थइसथUtilityथकोथस्थ
थावऩतथकयनेथ ऩयथ
नागरयकथहहन्थदीथभेंथबीथशिकामतथदजटथकयाथसकेंगें ।थथ
2.6 शिकामतथकाथऩासवडटथफदरें

इसथशरंकथकोथस्क्रकथकयनेथऩयथनागरयकथशिकामतथकेथऩासवडटथकोथफदरथसकतेथह।।थ
2.7 सम्थ
ऩकटथकयें थ
इसथशरंकथकोथस्क्रकथकयनेथ ऩयथनागरयकथसंफंिधतथअिधकायीथऔयथकॉरथसेन्र्
थ यथकेथसम्थऩकटथ
ब्थमबये थप्राप्थतथकयथसकताथहै ।थ

6
2.8थववबागोंथकीथभॉनीर्रयंगथडेस्थकथकेथशरएथरॉगथइनथऑप्थ
िन
भॉनीर्रयंगथ डेस्थकथ ऩयथ ऩहुंचनेथ केथ शरथ
ए,थ सभस्थतथ ववबागोंथ सेथ मूजयथ नेभथ औयथ ऩासवडटथ काथ
उऩमोगथ कयतेथ हुएथ रॉगथ इनथ कयनेथ कीथ अऩेऺाथ कीथ जातीथ है ।थ रॉगथ इनथ कयनेथ केथ शरएथ
आऩकाथमज
ू यथनेभथऔयथऩासवडटथ प्रववपथ
र्थकयें ।थसपरताऩूवक
ट थरॉगथइनथहोनेथ ऩयथआऩथनीचेथ
दशिटतथभॉनीर्रयंगथडेस्थकथस्थक्रीनथऩामेंगेथ:

भॉनीर्रयंगथडेस्थकथशिकामतोंथकाथवववयणथप्रस्थ
तुतथकयतीथहै ।
 कुरथप्राप्थतथशिकामतें
 कायट वाईथकेथशरएथरस्म्फतथशिकामतें थ
 शिकामतथस्जसकेथशरएथकायट वाईथकीथगईथहै
 शिकामतें थ स्जनकाथननवायणथयकमाथगमाथहै थ औयथस्जनकीथननऩर्ाये थ केथशरएथ अनुिंसाथ
कीथगमीथहै थ
 शिकामतें थस्जनकाथननऩर्ायाथयकमाथगमाथहै
 शिकामतें थजोथकेवरथसूचनाथकेथशरएथप्राप्थ
तथकीथजातीथह।
 शिकामतें थजोथउऩथकामाटरमोंथ्ायाथअन्थ
मथववबागथसेथप्राप्थतथकीथजातीथह।

भॉनीर्रयंगथडेस्थकथभेंथननम्थनशरिखतथMenu उऩरब्थधथह।थ:थ

2.8.1 Master Entry

2.8.2 Grievances
2.8.3 Reports
2.8.4 Utility थ
2.8.5 Logout

7
2.8.1.1 Master Entry : Office Master
सबीथप्रभख
ु थववबागोंथकोथप्रायस्म्बकथरॉगथइनथनाभथऔयथऩासवडटथ उऩरब्थधथकयवामेथ गमेथ
ह।।थ महदथववबागथअऩनेथ अधीनस्थथथववबागोंथ कोथशिकामतथ अग्रेवषतथ कयनाथचाहतेथ ह।थ तोथ
सवटप्रथभथ सॉपर्वेमयथ भेंथ अधीनस्थ
थथ ववबागथ कोथ जोडाथ जानाथ आवश्थमकथ ह।।थ अधीनस्थ
थथ
ववबागथकोथजोडनेथ केथशरएथइसथऑप्थ
िनथऩयथस्क्रकथकयें थ एवंथ चाहीथ गईथजानकायीथकाथ
ब्थमबयाथबयकयथथAdd फर्नथऩयथस्क्रकथकयें ।थ

2.8.1.2 Master Entry : Officer Master

महदथ ववबागथ आऩकेथ अधीनस्थ
थथ अिधकायीथ कोथ शिकामतथ अग्रेवषतथ कयनाथ चाहताथ है थ तोथ
सवटप्रथभथसॉपर्वेमयथभें थ अिधकायीथकोथथजोडाथथजानाथआवश्थमकथह।।थथअधीनस्थ
थथअिधकायीथ
कोथ सॉपर्वेमयथ भेंथ जोडनेथ केथ इसथ ऑप्थ
िनथ ऩयथ स्क्रकथ कयें थ एवंथ चाहीथ गईथ जानकायीथ काथ
ब्थमबयाथबयकयथथAdd फर्नथऩयथस्क्रकथकयें ।

8
2.8.1.3 Master Entry : Grievance Subject

फेहतयथ भॉनीर्रयंगथ औयथ ननवायणथ कयनेथ केथ शरएथ शिकामतोंथ कोथ ववशबन्थ
नथ ्ेिणमोंथ भें थ
वगीकृतथकयनाथहोगा।थउऩरब्थधथ्ेिणमोंथभें थ यकसीथबीथववबागथ्ायथनईथ्ेणीथजोडीथजाथ
सकतीथ है ।थ वगीकयणथ ननधाटरयतथ यकमेथ बफनाथ शिकामतथ दजटथ नहींथ कीथ जाथ सकेगी।थ
अधीनस्थ
थथकामाटरमोंथ्ायाथउनकेथभूरथववबागोंथ्ायाथननटथ
धारयथ
तथ्ेणीथकेथअनतथ
रयथ
क्थ
तथअन्थमथ
्ेणीथननटथधारयथतथकयनेथकीथआवश्थमकताथनहींथहै ।

भॉनीर्रयंगथडेस्थकथऩयथउऩरब्थधथMaster Entry Menu केथऑप्थ

िनथGrievance Subject काथ
चुनावथकयकेथआऩथनईथ्ेणीथजोडथसकतेथहै ।

9
2.8.2.1 Grievance : New
 ववबाग/कामाटरमथ भेंथ स्थथानीमथ स्थ
तयथ ऩयथ प्राप्थतथ शिकामतोंथ कोथ इसथ ऑप्थ
िनथ केथ
भा्थ
मभथ सेथ दजटथ यकमाथ जाथ सकताथ ह।थ तथाथ अस्न्तभथ ननवायणथ केथ शरएथ उनकेथ
अधीनस्थ
थथसंग:नोंथकोथऑनराइनथअग्रेवषतथयकमाथजाथसकताथह।।थ
 यकसीथइवेन्र्
थ थसेथ संफंिधतथ(जैसेथ जनसुनवाईथ)थशिकामतोंथकोथबीथदजटथ यकमाथजाथ
सकताथह।थ।थ
 यकसीथवगटथवविेषथसेथप्राप्थतथशिकामतोंथकोथबीथदजटथयकमाथजाथसकताथह।।थ
 ''Upload Document''थ शरंकथ ऩयथ स्क्रकथ कयनेथ सेथ शिकामतथ अथवाथ प्राप्थतथ
शिकामतथसेथजुडाथदस्थतावेजथबीथस्थ
केनथकयकेथअऩरोडथयकथमाथजाथसकताथहै ।थ

10
2.8.2.2 Grievance : Newथgrievances for Other Departments

 ववबाग/कामाटरमथभेंथस्थथानीमथस्थ
तयथऩयथप्राप्थतथअन्थ
मथववबाग/कामाटरमथसेथसंफंिधतथथ
शिकामतोंथकोथइसथऑप्थिनथकेथभा्थमभथसेथदजटथयकमाथजाथसकताथह।।थ
 ''Upload Document''थ शरंकथ ऩयथ स्क्रकथ कयनेथ सेथ शिकामतथ अथवाथ प्राप्थतथ
शिकामतथसेथजुडाथदस्थतावेजथस्थकेनथहोकयथअऩरोडथयकथमाथजाथसकताथहै ।थ

11
2.8.2.3 Grievance: Forward
इसथऑप्थ
िनथकेथभा्थमभथसेथशिथकामतें थअधीनस्थ
थथकामाटरमोथएवंथअिधकारयमोंथकोथअंनतभथ
ननवायणथ केथ शरएथ ऑनराइनथ अग्रेवषथ
तथ होथ सकेंगी।थ इसथ ऑप्थिनथ ऩयथ स्क्रकथ कयनेथ सेथ
इसथववबाग/कामाटरमथभें थ रस्म्फतथशिकामतें थ ताशरकाफ्थप ऩथभेंथ प्रदशिटतथहोतीथह।,थजैसाथ
यकथनीचेथहदखामाथगमाथहै थ:थ

यकसीथशिकामतथऩयथस्क्रकथकयनेथऩयथननथम्न
थ थस्थ
क्रीनथखुरग
े ीथ:थ

महथ स्थक्रीनथ तीनथ बागोंथ भेंथ ववबास्जतथ ह।।थ ऩहराथ बागथ शिकामतथ काथ ब्थमबयाथ फतामेगा,थ
दस
ू याथबागथशिकामतथऩयथकीथगमीथसभस्थतथकामटवाहहमोंथकोथदिाटएगाथऔयथअंनतभथबागथ
काथ उऩमोगथ ववशबन्थनथ अिधकारयमोंथ कोथ ननवायणथ हे तुथ शिकामतें थ पायवडटथ कयनेथ माथ
सूचनाथटथप्रनतथबेजनेथभें थयकमाथजामेगा।थ

12
2.8.2.4 Grievance : Reply
इसथऑप्थ
िनथ्ायाथयकथसीथबीथप्राप्थतथशिकामतथ काथजवाफ,थसंफंिधथ
तथ अिधथ
कायीथ कोथबेजाथ
जाथसकताथहै ।थइसथऑप्थिनथकेथभा्थ
मभथसेथ उनथअिधकारयमोंथकोथशिकामतथकाथजवाफथ
हदमाथजामेगाथस्जनकेथमहांथ सेथ शिकामतथप्राप्थतथहुईथथी।थइसथशरंकथऩयथस्क्रकथकयनेथ सेथ
इसथ ववबाग/कामाटरमथ भेंथ रस्म्फतथ शिकामतें थ ताशरकाफ्थ प ऩथ भेंथ दशिटतथ होंगी,थ जैसायकथ
नीचेथदिाटमाथगमाथहै थ:

यकसीथशिकामतथऩयथस्क्रकथकयनेथसेथननथ
म्थ
नथस्थक्रीनथखुरेगीथ:

महथ स्थक्रीनथ तीनथ बागोंथ भेथ ववबास्जतथ है ।थ ऩहराथ बागथ शिकामतथ काथ ब्थमबयाथ फतामेगा।थ
दस
ू ये थ बागथ काथ उऩमोगथ शिकामतोंथ काथ जवाफथ दे नेथ भेंथ औयथ ववशबन्थ
नथ अिधकारयमोंथ कोथ
इसथ जवाफथ कीथ सूचनाथटथ प्रनतथ प्रेवषतथ कयनेथ भेंथ यकमाथ जामेगाथ औयथ अस्न्तभथ बागथ
शिकामतोंथऩयथयकथगमीथसभस्थतथकायट वाइमोंथकीथजानकायीथदे गा।थ

13
2.8.2.5 Grievance :Disposed
इसथऑप्थ
िनथकेथभा्थमभथसेथशिकामतें थननस्थ
तारयतथकीथजाथसकेंगी।थइसथशरंकथऩयथस्क्रकथ
कयनेथ से,थ इसथ ववबाग/कामाटरमथ भेंथ ननस्थ
तायणथ केथ शरएथ रस्म्फतथ शिकामतें थ ताशरकाफ्थ
प ऩथभेंथप्रदशिटतथहोंगी,थजैसाथयकथनीचेथदिाटमाथगमाथहै थ:थ

यकसीथबीथशिकामतथऩयथस्क्रकथकयनेथसेथस्थ
क्रीनथननम्थ
नथप्रकायथखर
ु ेगीथ:

महथ स्थक्रीनथ तीनथ बागोंथ भेंथ ववबास्जतथ है ।थ ऩहराथ बागथ शिकामतथ काथ ववस्थ
ततृ थ ब्थमबयाथ
फतामेगा,थ दस
ू याथ बागथ शिकामतोथ ऩयथ कीथ गमीथ सभस्थ
तथ कायट वाईथ कीथ स्स्थनतथ दिाटमेगाथ
औयथअंनतभथबागथशिकामतोंथकाथननस्थ
तायणथकयनेथ केथशरमेथ है ।थशिकामतथस्जसथववबागथ
भेंथप्राप्थतथहोगीथवहींथऩयथननयस्थतथकीथजाथसकेगी।थ

14
2.8.3.1 Reports : Receipt Register

आऩकेथववबागथभेथ दजटथ शिकामतोथकीथसूचीथप्राप्थतथप्राप्थतथकयनेथ केथशरथमेथ इसथऑप्थ

िनथकाथ
प्रमोगथकये थ।थ

15
2.8.3.2 Reports : Pending Grievances
ननस्थ
तारयतथकीथजानेथ केथशरएथआऩकेथस्थ
तयथऩयथरंबफतथशिकामतोंथकीथसूचीथप्राप्थतथकयनेथ केथ
शरथ
मेथ इसथऑप्थ
िनथकाथप्रमोगथकये ।थ आऩकेथस्थ
तयथऩयथयकसीथनमीथशिकामतथकोथदजटथ कयतेथ
हीथ अथवाथ DRPG/CMO ववबागथ सेथ शिकामतथ पायवडटथ होतेथ ही,थ ऐसीथ शिकामतथ रंबफतथ
शिकामतोंथकीथसूचीथभेंथिाशभथरथहोथजाएगी।थथ

यकसीथ शिकामतथ ऩयथ स्क्रकथ कयनेथ सेथ उसथ शिकामतथ काथ ऩूयाथ वववयणथ हदखामीथ दे गा।थ

2.8.3.3 Reports : Pending Grievances ( Officer wise)

ननस्थ
तारयतथकीथजानेथ केथशरएथआऩकेथस्थ
तयथऩयथरंबफतथशिकामतोंथकीथसच
ू ीथअिधकारयमोंथकेथ
क्रभथभेंथप्राप्थतथकयनेथकेथशरथमेथइसथऑप्थ
िनथकाथप्रमोगथकये ।

16
2.8.3.4 Reports :Duration wise pendency

ववबागोथकेथस्थतयथऩयथ रंबफत शिकामतों की सूची सभमथकेथक्रभ भें प्राप्थतथकयने के शरमे इस

ऑप्थिनथ का प्रमोग कये ।

2.8.3.5 Reports : Disposal List

ननस्थ
तारयतथ यकमेथ जानेथ के शरएथ ररंबफत शिकामतों जोयकथ अधीनस्थथथ अिधकारयमोंथ ्ायाथ
ननस्थ
तारयतथयकमेथ जानेथ केथशरमेथ अनुभोहदतथयकथगमीथहै ,थथकीथ सूची प्राप्थ
तथकयने के शरमे
इस ऑप्थ
िनथ का प्रमोग कये ।

17
2.8.3.6 Reports : Disposed Grievances

आऩकेथस्थ
तयथऩयथननस्थतारयतथशिकामतोंथकीथसूचीथसूची प्राप्थतथकयने के शरमे इस ऑप्थ
िनथ का
प्रमोग कये ।

2.8.3.7. Reports : Search Grievances

ननम्थ
नांयकतथभेंथ सेथ कोईथबीथब्थमबयाथदे नेथ ऩयथऩूवथट भेंथ दजटथ कीथगईथशिकामतोंथकाथववववयणथ
ढूंढाथजाथसकताथहै ।थ

18
2.8.4.1 Utility : Change Passwordथ
महथअनि
ु ंसाथकीथजातीथहै थ यकथऩहरीथफायथरॉगथइनथकयतेथ सभमथहीथआऩथअऩनाथऩासवडटथ
फदरथरें।थचेन्थजथऩासवडटथ ऑप्थ
िनथकीथसहामताथसेथ आऩथस्थ
वमंथ काथऩासवडटथ फदरथसकतेथ ह।।थ
मेथस्थ
क्रीनथभॉनीर्रयंगथडेस्थकथकेथMenu भेंथदाहहनीथओयथउऩयथकोनेथभेंथ उऩरब्थ
धथहै ।थआऩथइसथ
ऑप्थ
िनथ केथ ्ायाथ अऩनेथ अधीनस्थथथ अिधकायीथ काथ ऩासवडटथ बीथ फदरथ सकतेथ ह।।थ वांनितथ
सच
ू नाथआऩकाथनमाथऩासवडटथहै थजोथआऩथचाहतेथहै थदे थसकतेथहै ।

2.8.5.1 Logout
इसथऑप्थ
िनथकाथप्रमोगथकयकेथआऩथइसथप्रणारीथसेथफाहयथननकरथसकतेथह।।थ

19
 SUGAM - RPG
Operational Manual

20
 Contents (English Manual)
S. No. Contents Page No
1 Introduction 23
2 System Operating instruction 24
2.1 Citizen Interface 25
2.2 Lodge Your Grievance 25
2.3 View the status of your Grievance 26
2.4 Send Reminder for Grievance Registered Earlier 26
2.5 Download Hindi Utility 27
2.6 Change Password for Grievance 27
2.7 Contact Us 27
2.8 Monitoring Desk for Departments 28
2.8.1.1 Master Entry : Office Master 29
2.8.1.2 Master Entry : Officer Master 30
2.8.1.3 Master Entry : Grievance Subject Type 30
2.8.2.1 Grievance : New 32
2.8.2.2 Grievance : New Grievances for other Departments 33
2.8.2.3 Grievance: Forward 34
2.8.2.4 Grievance : Reply 35
2.8.2.5 Grievance :Disposed 36
2.8.3.1 Reports : Receipt Register 37
2.8.3.2 Reports : Pending Grievances 38
2.8.3.3 Reports : Pending Grievances ( Officer wise) 39
2.8.3.4 Reports :Duration wise pendency 39
2.8.3.5 Reports : Disposal List 39
2.8.3.6 Reports : Disposed Grievances 40
2.8.3.7 Reports : Search Grievances 40
2.8.4.1 Utility : Change Passwordथ 41
2.8.5.1 Logout 41

21
1. Introduction
"SUGAM" the single point public Grievance Redressal portal of Government of
Rajasthan is a web based system, developed in order to provide an effective
grievance redressal mechanism for the citizens of Rajasthan. The Department of
Removal of Public Grievances, Government of Rajasthan is the nodal department
for execution of this project.

Linkages have been built in the software in such a manner that

 Grievance received at any level can be forwarded anywhere within the

department for redressal.
 Grievance belongs to any department/office can be lodge locally at any
department / office up to district level.
 The system has language interfaces both for Hindi and English.
 An important feature of this system is that if a complaint is lodged with any
of the department, can also be monitored by the District Collector of the
concerned district to which the complaint relates. Similarly any complaint
lodged with any of the collectorate, can be monitored by the concerned Head
of the department. This would help in effective monitoring of grievances.

The system has been developed to provide multiple channels for receiving
grievance from citizens.
 The citizen can directly lodge the complaint through SUGAM web portal.
 A SUGAM call centre has been established at Secretarial to facilitate
grievance lodging by the citizen through any of the following modes:
1. Complaints through e-mail
2. Complaints through telephone
3. Complaints through letter
 Local interface for lodging grievances which are received locally has been
established at all departments / Offices.
 Local interface for lodging grievances which are received locally but belongs
to any other department / Office has been established at all departments /
offices.

This system can be accessed by using the URL http://sugamrpg.raj.nic.in .

The System has been designed and developed with a view to achieve the uniform
and systematic approach towards monitoring of procedures by adopting a

22
comprehensive classification and standardization of grievances and redressal
across the government departments.
The system facilitates to generate unique registration number upon the online
submission of grievances from citizens through Internet. Also facilitates to generate
Acknowledgement slip upon the submission of grievances at SUGAM centre or at
concerned department.
The system facilitates online grievance forwarding within department and the
subordinate offices.
The system facilitates to generate monitoring reports as per the requirement of
departments/offices for effective monitoring for pending grievances.

2. System operating instructions

In order to access the application from an internet browser, open your internet
browser and type http://sugamrpg.raj.nic.in in the address bar and press
enter. The following web page will get open:

This is the general interface of the application. This page would lead you to the
following interfaces:
 Citizen Interface
 Monitoring Desk for Department
23
Citizen Interface
This interface comprises of seven different sections:
 Lodge Your Grievance
 View the Action status of Your Grievance
 Send Reminder for Grievance Registered Earlier
 Retrieve Grievance No
 Download Hindi Utility
 Change Password for Grievance
 Contact Us

Let’s have a quick overview of the different sections of this interface one by one.
2.1 Lodge Your Grievance

On clicking this link, Complaint Registration form will be appearing through which
citizen can directly lodge the complaint.

After filling all the details, Citizen can submit their grievance by clicking button ‘Submit’.

24
2.2 View the status of your Grievance
On clicking this link, citizen can check status of his Grievance by entering grievance
registration number as shown below:

2.3 Send Reminder for Grievance Registered Earlier

On clicking this link, citizen can send reminder for grievance registered earlier.

25
2.4 Retrieve Grievance No
On clicking this link and by entering required details, citizen can retrieve grievance
no for already registered grievance, if forgotten.

2.5 Download Hindi Utility

On clicking this link, citizen can download Hindi Utility & install at their PC. After
installing this utility, citizen will be able to enter grievance in Hindi also.
2.6 Change Password for Grievance

On clicking this link, citizen can change password of their grievance .

2.7 Contact Us

On clicking this link, citizen can get contact details of concern officer & Call centre.

26
2.8 Monitoring Desk for department

All users are required to login using a username and password. Enter your
username and password to login. On successful login you would be presented
with the monitoring desk screen as shown below:

Monitoring desk presents status of grievances. Options available on the desk are
as under:

 Total received Grievances

 Grievance pending for Action
 Grievance for which action has been taken
 Grievances which are redressed & recommended for disposal
 Grievances which are disposed
 Grievances which are received for information only
 Grievances which are received by sub offices from other department

Operational desk provides the following interfaces:

2.8.1 Master Entry
2.8.2 Grievances
2.8.3 Reports
2.8.4 Utilities
2.8.5 Logout
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2.8.1.1 Masters Entry : Office Master

All major departments have been provided with initial login name and
password. If department wants to forward grievances to subordinate office, the
office must first be added in the system. This hierarchical organizational
structure enables online transfer of grievance details and helps redressal of
grievance upto tehsil level. Unless department create their subordinate offices,
department will not be able to forward grievances to subordinate offices.

To create a subordinate office, click on this option and fill up all the required
details and click on Add button as shown below. On creation of office, two logins,
one for HOD and one for PG officer will automatically be created.

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2.8.1.2 Masters Entry : Officer Master

If you want to forward a grievance to your subordinate officer, the officer must
first be added in the application. To add a subordinate officer, click on this
option. Officers can be added up to tehsil level.

2.8.1.4 Masters Entry : Grievance Subject

Grievances are required to be categorized under certain categories for better
monitoring and redressal. Nodal agency have identified and entered certain
predefined categories for grievance monitoring. You may add your own
grievance categories. Without assigning a category the grievance could not be
lodged. Subordinate offices are not required to add a grievance category, if
category is already created by parent department.

You can add a category through this option provided on monitoring desk as
shown below:

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2.8.2.1 Grievance : New
Using this link provided on monitoring desk, new grievances can be lodged
 which are received locally at department / office
 which are relates to any event (eg CM visit)
 Grievance or any document attached with received grievances may be
scanned & uploaded by clicking on upload document link.

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2.8.2.2 Grievance : New Grievances for other Departments
Using this link provided on monitoring desk, new grievances can be lodged
 which are received locally at department / office but relates to any other
department / office .
 which are relates to any event (eg CM visit)
 Grievance or any document attached with received grievances may be
scanned & uploaded by clicking on upload document link.

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2.8.2.3 Grievance : Forward
Grievances may be forwarded through this link to their subordinate officers
online for redressal. On clicking this link, pending grievances with this
department / office are displayed in the tabular form as shown below:

By clicking on any grievance, screen will open as below:

This screen is divided into 3 parts. First part will display details of grievance,
second part will display status of actions taken on grievances and last part will
be used to forwarded grievances to multiple officers for redress or as copy to for
information.

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2.8.2.4 Grievance : Reply
Grievances may be replied through this link to officers from where grievance is
received. On clicking this link, pending grievances with this department / office
are displayed in the tabular form as shown below:

By clicking on any grievance, screen will open as below:

This screen is divided into 3 parts. First part will display details of grievance,
second part will be used to reply grievances and also send this reply as copy to
for information to multiple officers and last part will display status of action
taken on grievances.

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2.8.2.5 Grievance : Disposed
Grievances may be disposed through this link. On clicking this link, pending
grievances for disposal with this department / office are displayed in the tabular
form as shown below:

By clicking on any grievance, screen will open as below:

This screen is divided into 3 parts. First part will display details of grievance,
second part will display status of action taken on grievances and last part will be
used to disposed grievances.

Head of Department/ office for which grievance is addressed, will be owner of

that grievance and able to dispose that grievance.
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2.8.3.1 Reports : Grievance Receipt Register
A list of grievance received at your level will be displayed.

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2.8.3.2 Reports : Pending Grievances
A list of grievance pending for disposal at your level will be displayed. When a new
grievance is lodge or forward from any department / office, it will be included into
pending grievances.

Click on any grievance to view the details of grievance.

2.8.3.4 Reports : Pending Grievances (Officer Wise)

A list of grievance pending for disposal (officer wise) at your level will be
displayed. When a new grievance is lodge or forward from any department /
office, it will be included into pending grievances.

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2.8.3.5 Reports : Pending Grievances (Duration Wise)
A list of grievance pending for disposal (duration wise) at your level will be
displayed.

2.8.3.6 Reports : Disposal List

A list of grievance recommended for disposal and pending for disposal at your
level will be displayed.

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2.8.3.7 Reports : Disposed Grievances
A list of Grievances disposed off at your level would be displayed.

2.8.3.8 Reports : Search Grievances

Grievances may be search by entering any of the following details.

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2.8.4.1 Utilities : Change Password
It is recommended to change your password on first login. You can change your
login password with the help of change password screen. It is available in the upper
right hand corner on operational desk. The required information is your new
password which you want to have. You can change your subordinate officer’s
password also using this screen.

2.8.5.1 Logout
Using this option, you can quit from this system.

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 Web address : http://sugamrpg.raj.nic.in
Call centre : 91-141-2227549
E-mail : sugamrpg@nic.in

Address for postal / In person contact :

Sugam – RPG centre
Department of Removal of Public Grievances
(Old Reception Hall)
Main Gate, Secretariat, Jaipur – 302005

National Informatics Centre

Rajasthan State Centre
8318, N.W. Block, Secretariat, Jaipur – 302005

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