SUGAM RPG (Single Point Grievance Redressal Portal)

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Registration Name : eINDIA2011/AN/164
Project Category : eGov::Best Government to Citizens Initiative of the Year
Project Name : SUGAM RPG (Single Point Grievance Redressal Portal)

Details of Applicant
Name : Chandan Sen
Address : National Informatics Centre, District Unit Collectorate Campus Bundi Rajasthan
City : Bundi
State : Rajasthan
Country : INDIA
Zip Code : 323001

Details of Project/Implementing Agency
Name of Organisation : National Informatics Centre
Address : National Informatics Centre, District Unit,Collectorate Campus ,Bundi Rajasthan
City : Bundi
State : Rajasthan
Country : INDIA
Zip Code : 323001
Name of the head of Organisation : State Informatics Officer
Website : http://sugamrpg.raj.nic.in

Brief description of the programme/project/Initiative :
“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

Why was the project started :
To design a stable system to provide an effective grievance redressal mechanism for the citizens of Rajasthan.

Objective :
To Design a stable system to provide an effective grievance redressal mechanism for the citizens of Rajasthan.
Target group : Citizens of Rajastha State
Geographical reach : Rajasthan State
Date from which the project became operational : 12 May 2011
Is the Project still operational : YES

10 points that make the programme/project innovative?

  1. 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.
  2. Software design to deliver services according to administrative procedure
  3. All formats are legally vetted.
  4. Provision for confidentiality and authorized user interface.
  5. Key learnings include the knowledge of the citizen’s need ,implementation hurdles, grievance redressal graph, focus areas, shortcomings, system development life cycle and associated variables and parameters.
  6. 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 delivery of G2C services done efficiently and effectively.
  7. 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 HOD’s and its redressal is simultaneously monitored.
  8. 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.
  9. 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. It’s 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.
  10. single window system for grievance redressal and service delivery – Sugam – was launched by Shri V. Naraynsami, Minister of State , PMO and Administrative Reforms & Public Grievances, GoI and Hon’ble Chief Minister of Rajasthan Shri Ashok Gehlot in Jaipur on 12th May 2011.

List the 5 achievements of the programme/project?

  1. The citizen can directly lodge the complaint through SUGAM web portal.
  2. 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
  3. Local interface for lodging grievances which are received locally has been established at all departments / Offices.
  4. 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
  5. 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.

List the 5 key challenges faced while implementing the programme/project/initiative :

  1. 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.
  2. Resistance of clerical staff – Proper Training and Confidence build-up.
  3.  Less cooperation by the officials and lack of faith in the project .
  4.  Little awareness about computerized work environment at supervisory & executive level.

List the 5 points how can the programme serve as a model that can be replicated or adapted by others?

  1. 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 HOD’s and its redressal is simultaneously monitored.

List 5 points to elaborate on the scalability of the programme/project/initiative :

  1. 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.

SugamRPGeindiaG2C2011

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