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 Public
participation of citizens is needed to increase effective governance by
cities officials, through feedback on various problems and issues in the city,
such as broken pipe lines and road pot holes. A process is needed by which
citizens can air their grievances and be able to track the progress of its
redressal in a structures and efficient manner.
 The eGovernments Foundation has built the
eGov PGR -
Public Grievance and Redressal application through which citizens can
register their complaints with the corporation, either through the internet,
phone, or using a paper-form. The computer system assigns a Complaint Number, which
they can use to track and monitor the progress on the complaints redressal.
Complaints are also auto-routed to the appropriate redressal officer. If
complaints are not redressed within the alloted time they autommatically get
escalated to a higher level officer.
The Salient Features of eGov
PGR:
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Systematic
method to register complaints and track the redressal.
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Complaints
types structured to enable better problem analysis and assignment.
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Interfaces to
Internet,
Phone, and Walk-In with
Paper-Form.
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The citizen
is assigned a computer-generated Complaint-ID and can track the complaint.
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Reports - Rich reporting capability has been provided so that citizens can see
the department wise complaint breakdown, ward wise breakdowns as well as GIS
reports that show the distribution of complaints over the city.
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Advance features such auto-rounting that enables complaints to be routed to
the appropriate redressal officer and priortization, SMS alerts and auto
escalation are built into the product.
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