Integrated Public Grievance Redressal System (iPGRS)
KARNATAKA
Others
Beneficiary Oriented Solution - State
Published By: SeMT
Janaspandana-iPGRS, is a one-stop multi-model, robust, data-driven & paperless IT platform to transform Karnataka?s Grievance Management System for registration, processing and redressal of the public grievances regarding the delivery of services and schemes of various Departments of Government of Karnataka. The Integrated Public Grievance Redressal System (iPGRS) of Karnataka is a centralized platform that allows citizens to register grievances and complaints with various government departments and agencies in the state. It aims to streamline the grievance redressal process, improve transparency, and enhance citizen satisfaction.
Project Details
Brief Background
o Filing-Citizen files grievances ? Online/offline o Routing &Tracking- Routed to the top-most officers & No tracking mechanism o Timelines- Absences of fixed Timelines o Redressal-Grievance redressal?responsibility with the HODs/Secretaries/DCs/SPs o Escalation-Absences of escalation matrix ? in case of default by department/ dissatisfaction To have uniformity in the redressal of grievances the citizens can register their grievances about 40 + Department schemes/ services delivered by the Government of Karnataka. The iPGRS has also been integrated with the PG portal of the Government of India (GoI)- CPGRAMS to receive and redress the grievances registered on CPGRAMS. The information on the redressal of such grievances will be sent to CPGRAMS through a web service. The citizens visiting CPGRAMS of GoI can select Karnataka State and file their grievances directly in the iPGRS portal.
Objective
o To provide a transparent and efficient mechanism for citizens to file and track grievances. o To streamline the grievance redressal process making it faster and more transparent. o To reduce the burden on government offices and improve service delivery. o To enhance citizen satisfaction and trust in the government. o To promote accountability and transparency in governance
Benefits
o Effortless Registration: Easily lodge grievances related to delays denials or issues in accessing any government scheme or service. o Convenient Channels: Register complaints through the web portal mobile app Helpline 1902 or Bapuji Seva Kendra. o Instant Confirmation: Receive an SMS confirmation upon successful registration of your grievance. o Efficient Routing: Grievances are swiftly directed to the respective Last Mile Functionary within the department. o Timely Resolution: Expect your grievances to be addressed within the stipulated timeframe. o Automated Escalation: In case of unresolved issues complaints are automatically escalated to the next level officer. o Citizen Feedback: Citizen?s valuable feedback is collected to gauge the satisfaction levels of grievance resolution.
Implementation Methodology
1. To access the iPGRS application: The URL of the iPGRS is https://ipgrs.karnataka.gov.in/ 2. To register as a new citizen: a) Click on New User Registration to create the login credentials for the first time b) Enter Mobile Number & OTP for validation 3. To register grievances in the iPGRS application by using various modes such as mobile app web portal 1902 BSK/JSK/CMO/CSO a) OTP-based login using a registered mobile number b) Citizen information will be auto-fetched after successful citizen registration c) Select the location of the occurrence of grievance ? Current (Registered Citizen Address) ? Other (Address of the Grievance) d) Registering a grievance using the Keyword Search option to select a particular grievance combination or selecting the appropriate o Department Name o Line Department Name o Service Name o Grievance o Grievance Category o Grievance Subcategory and o Upload documents if any for which the grievance has to be registered e) Once the grievance is registered an Automatic system-generated unique Grievance ID will appear on the screen and an SMS will be sent to the registered mobile number.Implementing Agency Details
Name of implement agency
Centre for Smart Governance, Karnataka
Name of Representative of Agency
Raghunath K S
Representative Agency Email
pgm1.csg@karnataka.gov.in
Representative Agency Phone / Mobile
9980162706
