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LABOUR OF LOVE
eGovernments Foundation A Window Into Nilekani’s Mind
Economic Times Bangalore (16 July 2009)
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Public participation of citizens is needed to increase effective governance by city officials, through feedback on various problems and issues in the city, such as broken pipe lines and pot holes. A process is needed by which citizens can air their grievances and be able to track the progress of its redressal in a structures and efficient manner.
The eGovernments Foundation has built the eGov PGR - Public Grievance and Redressal application through which citizens can register their complaints with the corporation, either through the internet, phone, or using a paper-form. The computer system assigns a Complaint Number, which they can use to track and monitor the progress on the complaints redressal. Complaints are also auto-routed to the appropriate redressal officer. If complaints are not redressed within the alloted time they autommatically get escalated to a higher level officer.
The Salient Features of eGov PGR:
Systematic method to register complaints and track the redressal.
- Complaints types structured to enable better problem analysis and assignment.
- Interfaces to Internet, Phone, and Walk-In with Paper-Form.
- The citizen is assigned a computer-generated Complaint-ID and can track the complaint.
- Reports - Rich reporting capability has been provided so that citizens can see the department wise complaint breakdown, ward wise breakdowns as well as GIS reports that show the distribution of complaints over the city.
- Advance features such auto-routing that enables complaints to be routed to the appropriate redressal officer and priortization, SMS alerts and auto escalation are built into the product.
If your city would benefit by eGov products, please contact us by sending an email to contact@governation.com