CG-SKY platform to also help with grievance redressal

The CG-SKY scheme will help develop department-wise platforms which can record grievances from citizens and get attention to act immediately in case of epidemic break outs, officials informed.

It is developing a better grievance addressable mechanism by allowing focussed department to provide a customised feedback to the Government, they informed.

The Government would get developed an application which will allow departmental authorities to capture basic parameters like Name, Age, Gender and Location to provide location/department specific information dissemination.

It is also envisioning an application system/platform which provides two-way communication between citizens and government and send customized messages to targetted citizens.

The lack of direct interaction between the government and citizens often leads to poorly planned schemes and projects that are not citizen-centric. Engaging with citizens can improve the delivery and quality of public services, enhance the management of public finances, and bring about greater transparency, accountability and social inclusion, resulting in tangible improvements in people’s lives, officials informed.

For enabling citizen centric governance, it is required to facilitate two-way communication with the citizen.

On one hand, Government should be able to disseminate necessary information regarding social welfare benefits and deliver structured training/knowledge content and make citizens more aware and informed about social and economic developmental issues and governmental processes.

Further, it is necessary to enable citizen engagement and active participation in governance. Citizen can support government with their valuable feedback, ground level insights for effective functioning of public administration.

Multiple Government departments have developed technology based solutions for grievance management, training, awareness generation, et al. For example, Chhattisgarh government has set up online system (web based portals) for grievance redressal namely Chhattisgarh Online Information for Citizen Empowerment (CHOiCE). But such applications and web portals work in silos and lack integration of the other services such as surveys, live feeds and there is no mobile application based solution.

The platform will allow citizens to reach out to government and other state departments to highlight their grievances.

In its continuous endeavour to improve the quality of services provided to the citizens of Chhattisgarh, the state has launched multiple projects to get feedback on the social welfare schemes of the Central Government and local administration including: Chhattisgarh Online information for Citizen Empowerment (CHOiCE) with an objective to improve communication between government administrators and citizens by building an interactive Web portal to disseminate information and submit grievances. For this, electronic citizen service centres have been established across Chhattisgarh State to deliver more than 131 e-governance services.

Jan Samvad is an outbound call centre project launched by government to have direct dialogue with citizens of the State.