SUGAM RPG (Single Point Grievance Redressal Portal) Organisation: Address : City: Jaipur Country: NATIONAL INFORMATICS CENTRE

8318, N.W. Block, Govt. Secretariat PIN: 302005 State: RAJASTHAN

INDIA sioraj@nic.in 2011

Telephone: 91-141-2227992 Email: Project Commencement Date: May 12

Project Completion Date: Still Operational Details of the Respondent Name: CHANDAN SEN, DIO & TD, NIC BUNDI Job Title: Technical Director Telephone: 91-747-2445543 Email: chandan.sen@nic.in Address: NIC DISTRICT CENTRE COLLECTORATE BUNDI RAJASTHAN PIN 323001

Single window system for grievance redressal and service delivery Sugam RPG was launched by Shri V. Naraynsami, Minister of State , PMO and Administrative Reforms & Public Grievances, GoI and Honble Chief Minister of Rajasthan Shri Ashok Gehlot in Jaipur on 12th May 2011. "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 departments. This is helping 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 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.SMS based communication to all stake holders upon submission of grievance and after grievance redressal has also been integrated into the system. Presently it is being used by more than 750 offices. One single multifaceted system catering to the needs of all departments. The ease of access and facilitation , practicality etc. Fool proof and tamper proof, data independence etc. Cost effectiveness , compatibility ,e-readiness etc.

Resistance of clerical staff Proper Training and Confidence build-up. Less cooperation by the officials and lack of faith in the project .

Little awareness about computerized work environment at supervisory & executive level.

With a strong political will the government has provided hardware and other resources for its thorough implementation. Training of officials, monitoring and timely updations. Its a web based application with SQL server (backend) and .net at the front end.

A stable system to provide an effective grievance redressal mechanism for the citizens of Rajasthan. More importantly the system is being utilized by various departments including District Collectors replacing the old system. The citizen is also convinced about the channel to put forward his grievance and he is updated about its status from time to time. People from Remote areas are logging there complaints and getting there grievance redressed. For the higher authorities the grievance received by various HODs and its redressal is simultaneously monitored.

Software design to deliver services according to administrative procedure All formats are legally vetted. Provision for confidentiality and authorized user interface.

Key learnings include the knowledge of the citizens need ,implementation hurdles, grievance redressal graph, focus areas, shortcomings, system development life cycle and associated variables and parameters.

6. Benefits please compare the pre-deployment and post-deployment scenario, and explain how the solution deployed has helped The multifaceted system has proven to be a boon for all. The SUGAM RPG system provides multiple channels for grievance lodging to the citizen. A complainant can lodge grievance related to any department, corporation, Urban Development Authorities, etc. through SUGAM-RPG web portal, telephone., letter, mail or by approaching any govt. office upto Tehsil level. The citizen is getting the facility in the way he wants, whenever he wants in his local dialect (hindi) with enclosures etc.. The responsiveness of the government towards the redressal of public

grievances is enhanced and the and effectively.

delivery of G2C services

done efficiently

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 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 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 to generate monitoring reports as per the requirement of departments/offices for effective monitoring for pending grievances.

The SUGAM RPG system provides multiple channels for grievance lodging to the citizen. A complainant can lodge grievance related to any department, corporation, Urban Development Authorities, etc. through SUGAM-RPG web portal, telephone, letter, mail or by approaching any govt. office upto Tehsil level. The SUGAM-Single Window Service delivery system has been implemented in all 33 district collectorates and 247 Tehsil offices of Rajasthan. The system facilitates timely delivery of various citizen services eg; Issuance of Bonafide Resident certificate, Caste Certificate etc. The system has resulted in huge savings of time and efforts by citizen in obtaining services from various govt. offices as all the services would be available under one roof. SUGAM is empowering the common man and also government officials to redress public grievances in an effective manner. It is helping the citizen to get better services in the state and also provide efficient mechanism for grievance redressal. Its different in the sense that its is using the state of the art technology custom made as per the requirements of the state and stops redundancy, time and cost savings besides many form of MIS can be generated from the data transactions facilitating the government functioning.