News : Janahita for Grievance Redressal to Become pan-TS Initiative
Hyderabad, India, Jan, 2018 -- One cannot miss the serpentine queues at the District Collectorates across the State every Monday, with citizens waiting for their turn to submit their grievances.
People travel long distances, wait in long queues, and run from pillar to post to submit their grievances. But these could be things of the past. If the State government’s plans are anything to go by, people can submit their grievances at the click of a button and ensure that it is resolved within the stipulated timeframe.
With the successful implementation of the pilot project, the State government has decided to extend its ‘Janahita’ – an integrated grievance redressal management system – to all districts in the State. Developed by the Information Technology, Electronics and Communication
2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAOFIND OUT MORE!
Department, the online system aims at expediting complaint resolution through continuous monitoring at a centralised cell. The portal will also provide information on various schemes for benefit of its users. Unlike ‘Prajavani’ programme conducted only on Mondays, complaints lodged through the Janahita portal will be monitored on all working days.
Launched in Suryapet district on a pilot basis in June, the Janahita programme is running successfully and has been extended to Kamareddy and Siddipet districts. Officials said complaints lodged during Prajavani programme lacked accountability unless the District Collector or top district officer pursued them on a regular basis. However, it was observed that around 70 per cent of the complaints were resolved within two-three weeks without much effort by the top officials.
According to the officials, complainants can submit their grievances through an SMS, e-mail, WhatsApp or approach the call centre over the phone after registering themselves. Upon lodging the complaint, the users will receive a Grievance Unique Number (GUN) which can be tracked till its resolution. The complaint will then be forwarded to the department concerned or the official concerned and will be monitored by higher authorities until it is disposed of.
"The system will ease filing of complaints and also make the officers accountable. It would also ensure transparency in administration by taking the government closer to people. Further, the new system will also save time and money for both the complainants and the officials," an official in the IT&C Department told Telangana Today. The grievances would reach the officials concerned immediately after it is submitted in ‘Janahitha’ website, which is currently being upgraded for the State-wide implementation of the project.
The District Revenue Officer will head the monitoring cell which will identify best-performing officers in complaint resolutions for a reward to encourage speedy redressal of grievances. At the same time, negative marks will be awarded to officials who neglect grievances.
Speaking to Telangana Today, Telangana State Technology Services Limited Managing Director GT Venkateshawar Rao said there was a positive feedback for the pilot project and necessary changes were being made to simplify the complaint registration and redressal system for citizens in this regard. Efforts were also being made to provide more services through the portal. "We are readying the full-fledged platform for implementation and would launch it after getting a nod from Chief Minister K Chandrashekhar Rao," he said.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Choose Your Response Method Carefully
ContactCenterWorld.com – is the website for the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint and supports 190,000 members from enterprises large and small with ideas, information and support tools including best practice awards, conferences and certification. Join today, FREE personal membership available at this link https://www.contactcenterworld.com/register.aspx and start networking and learning best practices. Contact Center World. (www.ContactCenterWorld.com), The Global Association for Contact Center & Customer Engagement Best Practices.
Published: Monday, January 29, 2018
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
ConSol Limited is a provider of Contact Centre services, Customer Management Solutions and Business Process Outsourcing (BPO) to the Information Communication Industry in West Africa. ConSol bridges t...
Noble Systems Corporation is a global provider of contact center, workforce engagement, and analytics technologies, offering premise, cloud, and hybrid platforms. Noble Systems has been providing inno...
Aspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud...