M.P. Govt. Citizen Facilitation Center
Description
Citizen Facilitation Centre is an innovative m-Governance project implemented by the department of IT, Government of Madhya Pradesh. The project paves the way for a common man to reach the departments of the state Government for one’s queries and concerns, with the help of telecommunication tools. On the other hand it also enables the departments to disseminate the information about various schemes and programs run for the benefit of the citizens. It bridges the digital divide between citizens and the government.
What we deliver
The “Citizen Facilitation Centre” aims at making the citizens of the state, aware of the schemes run by the government for the benefit of theirs. This center also aims at anonymous forwarding of grievances lodged by the grieved citizens against the departments of the state government. With the help of the “Citizen Facilitation Centre” the Government, under the supervision of the department of IT has set up a channel for every single citizen of the state to convey his thoughts/ pains/ regards/ complaints/ suggestions etc. to the respective departments.
Whom we deliver
The service of Tele samadhan is used by the citizens of Madhya Pradesh related to the grievances and information of 19 department of Govt. of Madhya Pradesh. The citizen can directly dial the toll free no 155343 from any telecom service providers of Madhya Pradesh
Why is the project unique?
The project paves the unique way for a common man to reach the departments of the state Government through toll free no 155343 which is easily accessible from any mobile service provider for one’s queries and concerns. It also enables the departments to disseminate the information about various schemes and programs run for the benefit of the citizens. It bridges the digital divide between citizens and the government. The citizen for this project is treated as a customer. Use of Business Process Outsourcing has become fairly standard for companies offering products and services. But in the field of governance the use of BPO Services for citizen grievance redressal is a unique experiment. Citizen grievance redressal, in its paper form, had many bottlenecks which included loss of papers during transit. Technology ensures that no such thing happens to the data. Even the illiterate citizens can participate in the experience of governance; hence literacy doesn’t become a bottleneck.
Roadmap
M-governance is a widely used term in development literature. Governance describes the process of decision-making and the process by which decisions are implemented. Hereby, public institutions conduct public affairs, manage public resources, and guarantee the realization of human rights. Good governance accomplishes the objectives of public welfare through administration and management in an efficient, ethical, effective and economical manner. M-governance defines an ideal which is difficult to achieve in its totality. However, to ensure sustainable human development, actions must be taken to work towards this ideal. Major donors and international financial institutions, like the IMF or World Bank, are increasingly basing their aid and loans on the condition that reforms ensuring good governance are undertaken. Information Technology and Communication is a vital tool in governance as it assists the government on one hand by giving effective, user friendly and dynamic means and ways to implement schemes and programs for the benefit of citizens, while on the other hand it provides citizens, fair, fast, friendly, facilitative and virtually free of cost medium for availing those benefits. That is the reason M-Governance has become very popular in public sector. Citizen Facilitation Centre is an innovative M-Governance project implemented by the department of IT, Government of Madhya Pradesh. The project paves the way for a common man to reach the departments of the state Government for one’s queries and concerns, with the help of telecommunication tools. On the other hand it also enables the departments to disseminate the information about various schemes and programs run for the benefit of the citizens. It bridges the digital divide between citizens and the government. Government of Madhya Pradesh (GoMP) intended to launch an official Citizen Facilitation telephone service for its citizen. With its initiative to start the “Citizen Facilitation center” the government took the first step towards the aim of creating a “Single Contact Number” (Help line) for any public services rendered by the State Government and its entities. Contact Centre is a vital IT tool, which is helping Govt. of Madhya Pradesh to improve Citizen Services. The Contact Centre handles incoming and/or outgoing telephone calls, from/to the citizen for services provided by Government of Madhya Pradesh. The “Citizen Facilitation center” helps the government achieve in toto, all the important aspects of M-governance viz. robust delivery system, Transparency, Communication, Grievance redressal and Sensitivity towards citizens. The facility has proven its worth by giving immensely satisfactory results in a short span of months. To create a CRM (Citizen Relationship Management) system and a strong database to support the analysis and successful eradication of issues and to create an SPV (Special Purpose Vehicle) for grievance redressal. This toll free number is accessible from all the telecom service providers in M.P.
Contact
Mr. Anurag Jain (IAS)
Department of IT, Govt of M.P.
Room no 533, 5th floor Mantralay, Vallabh Bhawan, Bhopal.
Bhopal, Madhya Pradesh, India
462004
URL/Website – http://www.Telesamadhan.mp.gov.in
