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.
Steps Involved Service channels

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.

Via Telephone (Call centre), Web and Mobile

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)

SMS, Internet

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

SMS, Internet

4. Updation of action taken: The functionary updates the action taken using either of the modes i.e., Call Centre/internet

Call Centre, Internet

5. Knowing status: The citizen can know the status through any of the modes i.e., Internet,Telephone to the call centre

Internet, Call Centre