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The
Online Grievance Redressal Tracking System (OGRTS) is a web based
application to support call center for chhattisgarh in
State of Chhttisgarh. It being developed &
implemented by Centre for Good Governance (CGG), Hyderabad
in the State of Andhra Pradesh for redressal of citizen
grievances. SMS (Short Messaging Services) technologies
are adopted for communication across functionaries and
citizens duly taking the citizen charter of Chhattisgarh State. This is only one of
its kinds of m-government initiatives under Mission Mode
projects of State Government.
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Steps Involved
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Service channels
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1.
Registering
a Grievance: Citizen register grievances using any
of the service channel. As far as internet is
concerned, a web based application with customized
home page is provided for all registered citizens.
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Via Telephone (Call centre), Web and Mobile
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2.
Automatic
forwarding to the functionary: The registered
complaints automatically forwarded to the respective
functionary on both the modes SMS and
internet application (based on privileges)
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SMS, Internet
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3.
Automatic
escalation as per citizen charter: Timelines are
defined as per citizen charter and stored in the
database. These timelines are tracked in the backend
and escalates as per the figure 2 using both the modes
i.e., SMS and internet
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SMS, Internet
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4.
Updation
of action taken: The functionary updates the action
taken using either of the modes i.e., Call Centre/internet
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Call Centre, Internet
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5. Knowing
status: The citizen can know the status through any
of the modes i.e., Internet,Telephone to the call centre
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Internet, Call Centre
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