e-Abhijoga, the Centralized Public Grievance Redressal and Monitoring System

Description

Government of Orissa formulated priority areas to adopt major e-Governance initiative to bring transparency in Public Administration and Grievance redressal. e-Abhijoga is the outcome of this endeavor. NOMINATION FORM for 2011 2 The objective of e-Abhijoga is to provide an online grievance redress and monitoring mechanism. It has given a reformist face to the Government and facilitated empowerment to citizen. This endeavor of Government of Orissa has taken a collaborative effort with Department of Administrative Reforms, Government of India, National Informatics Centre, Administrative Reforms Department and Pension and Public Grievance Department, Government of Orissa. Honble Chief Minister hears the general public on all working Saturdays & receives grievance on all other days thru his Cell. These petitions relate to pension, irrigation, water supply, electrification, roads, atrocities and individual problems like sanction of funds from CMs Relief Fund etc. Petitions received thru post, person and online system are directly monitored in CM Office and forwarded to the appropriate authorities. These grievances are reflected automatically to the higher officers in the hierarchy and monitored regularly through online process. At the same time, it facilitates the aggrieved citizen to monitor the entire progress of grievance at the remote location from the CM Office..

What do we deliver?

Lodge Grievance This module facilitates free online registration of grievance in the e-Abhijoga portal. Departmental users are created by the nodal officer of the department and are assigned different roles. Lodge Reminder / Clarification This module facilitates the citizen to send reminder / clarification. View Action Status This unique module facilitates the citizen to monitor the 5 progress / status of the grievance Government officer and citizen and enhancing transparency. Master Management This module facilitates online creation ordinate offices in the hierarchy in the grievance redressal process in the portal. Administrative Module This module facilitates the CM Office and other sub-ordinate Offices to study the grievance , categorise, either to take action at their end or to forward to sub-ordinate office and after receiving the action taken report final disposal. Monitoring desk This module enables the CM office to monitor the entire grievances received. It also facilitates the grievance position (disposal and pending ) with sub-ordinate offices. Corresponden ce Letters This module facilitates to generate and issue acknowledgement letters and final reply letter to the aggrieved citizen. Report Module This module facilitates to generate different progress reports, query based reports, dept. wise / office wise reports, age wise pending report, grievance category wise and complaint category wise reports etc.

Whom we deliver?

1. Common citizen 2. Chief Minister Office. 3. State Government Departments 4. District Collector Offices. 5. Superintendent of Police Offices. 6. Block and Tehsil Offices.

How is the project unique?

With the vision to extend the grievance lodging facility at the remotest of locations and to reach the stakeholders who are geographically spread over the state of Orissa, this initiative is unique and quite different from similar projects. The application facilitates a common citizen to lodge the grievance directly to the Chief Minister who is at the highest level of Administration and his directive to the bottom level of Administration like BDO to redress the grievance with information to all the related offices in the hierarchy. At the same time, it facilitates the aggrieved citizen to monitor the entire progress of grievance at the remote location from the CM Office.

Roadmap

e-Abhijoga being a core e-Governance application of Government of Orissa, its successful implementation in Chief Minister Office has drawn national interest. Other state governments have shown keen interest to join this e- Governance movement. There is a move for replication of this innovation initiative in the domain of ICT having process enhancement, social concern as e-Abhijoga can easily be implemented and is available as a project as well as SAS (Software as Service) model. The strategic piloting and subsequent roll out has become successful in Government of Orissa with mass acceptance. Thus making Orissa Implementation as a Bench Mark Strategy and with minor customizations e- Abhijoga can easily be replicated in other states/Organizations with a strong National Impact..

Contact

National Informatics Centre
Dr R N Behera
Sachivalaya Marg, Unit-IV Bhubaneswar Orissa 751001
URL/Website – http://ori.nic.in