Grievances Redressal Management System ubZ ljdkj & ubZ igy IN AGRA AGRA NAGAR NIGAM, AGRA ?kj cSBs turk dh leL;kvksa ds fujkdj.k dh O;oLFkk ekuuh; ea=h] uxj fodkl] m0iz0 ekuuh; eq[;ea=h] m0iz0

INDEX Sr. No. Subject Page No. 1 Project 3 2 Benefit of Project List of type of Compliants 4-5 4 Procedure for registering the compliant 6-7 5 Grievances Redressal : JNNURM guidelines 8 6 Citizen Grievance Redressal : Objective 9 7 Citizen Grievance Redressal Management System 10 How It Works ? 11 Online Complaint Form 12 Complaint Submission Output 13 Online Complaint Submission Output : SMS 14 Complaint Submission : Municipal Actions 15-21 Complaint Status : Citizen Review 22 Complaint Status : Status Report 23 15 Reports 24 16 News Paper Cutting 25-27

1- ;kstuk %& ?kj cSBs turk dh tu leL;kvksa ds fujkdj.k dh O;oLFkkA 2- ;kstuk ds ykHk %& 1- ukxfjdksa dks NksVh&eksVh leL;kvksa ds fy, b/kj&m/kj HkVduk ugha iMs+xkA 2- mudh leL;k dk fujkdj.k fcuk fdlh n¶rj tk, gks ldsxkA 3- uxj fuxe ds Vksy Qzh uEcj ij f'kdk;rdrkZ ?kj ls gh fu%'kqYd f'kdk;r ntZ djk ldsxkA 4- uxj fuxe vkus gsrq okgu esa isVªksy ij vFkok fdjk;s ij O;; ugha djuk gksxk rFkk lM+d ij ;krk;kr dk cks> de gksxkA 5- ukxfjdksa dk uxj fuxe ds Åij fo'okl c<+k gS rFkk blls uxj fuxe ,oa 'kklu dh Nfo vPNh gqbZ gSA 6- leL;k dk fujkdj.k igys dh vis{kk esa de le; esa gksrk gSA 7- f'kdk;rdrkZ ls fujkdj.kdrkZ vf/kdkjh@deZpkjh Qksu ij leL;k ds lEcU/k esa tkudkjh ysrk gSA blls f'kdk;rdrkZ dks laLrqf"V feyrh gSA

3- ;kstuk ds vUrxZr p;fur f'kdk;rksa dh lwph %& dza0 f'kdk;r dk uke fuokj.k dh vof/k 1 >kMw u yxkus @dwM+k u mBkus dh f'kdk;r 02 fnu 2 dwMk?kj ls dwM+k u mBk, tkus dh f'kdk;r 01 fnu 3 ukys esa jksd yxus ls ty fudklh u gks ikus dh f'kdk;r 4 fdlh O;fDr }kjk ukys@ukyh esa dwMk Mkyus dh f'kdk;r 5 fdlh O;fDr }kjk lkoZtfud LFky ij dwMk Mkyus dh f'kdk;r 6 fdlh O;fDr }kjk eyok Mkydj ukyh vo:¼ djus dh f'kdk;r 7 fdlh gkLihVy@uflZaxgkse ;k vU; laLFkk }kjk ck;ksesfMdy oSLV lM+d] ukyh] ukyk ;k dwMk?kj ij Mkyus dh f'kdk;r 8 ukykukyh cUn@ukyh lQkbZ u gksus dh f'kdk;r 9 e`r i'kqvksa ds 'ko dks gVokus ds laca/k esa f'kdk;r 10 tUe&e`R;q izek.k i= fuxZu djuk ,d lIrkg 11 [kk| vifeJ.k o lM+s&xys Qyksa o lfCt;ksa dks fcdzh ds laca/k esa f'kdk;r 03 fnu 12 ladzked jksxksa ds QSyus ds laca/k esa f'kdk;r rRdky

13 vkokjk ,oa NqVVk i'kqvksa ds laca/k esa f'kdk;r 03 fnu 14 lkoZtfud lM+dksa o iVfj;ksa ij eyok Mkyus dh f'kdk;r 15 jksM+ dfVax gsrq izkFkZuk i=ksa dk fuLrkj.k@vuqefr 16 igys ls yxh fQfVax ds u tyus dh f'kdk;r 02 fnu 17 lEifRr ds gLrkUrj.k Hkou&Lokeh dh e`R;q gks tkus vFkok lEifRr dk cVokjk gks tkus laca/kh f'kdk;r ,d ekg 18 diV iw.kZ vFkok ckyk&ckyk x;s uke ifjoZru@E;wVs'ku ds fo:¼ f'kdk;r ,d lIrkg 19 lEifRr dj fu/kkZj.k esa Hksts x;s uksfVl ij izkIr gksus okyh vkifRr;ksa dk fuLrkj.k 20 [kjkc gS.M iEiksa ls lacaf/kr f'kdk;r 21 vke jkLrs esa voS/k lhoj VSad cukus ds laca/k esa f'kdk;r rRdky 22 ikuh dk yhdst 01 fnu 23 ikuh u vkus dh f'kdk;r 24 ikuh xUnk vkus dh f'kdk;r 25 ty Hkjko dh f'kdk;r 26 gS.M iEi vkfn [kjkc gksus dh f'kdk;r 27 lhoj pksd@vksoj ¶yks gksus dh f'kdk;r 28 lhoj dk <Ddu [kqyk gksus dh f'kdk;r 29 lhoj fMi dh f'kdk;r 30 ykbZV [kjkc gksus dh f'kdk;r 31 =qfViw.kZ fcy ds la'kks/ku dh f'kdk;r 32 NwVs gq, edkuksa ds dj fu/kkZj.k dh f'kdk;r 33 fcy u izkIr gksus dh f'kdk;r 34 vfrdze.k djus dh f'kdk;r 35 izxfr'khy@py jgs fuekZ.k dk;ksZ dh xq.koRrk ls lacaf/kr f'kdk;r 36 LVªhV ykbV dk vku&vkQ Lohp [kjkc gksus dh f'kdk;r 37 LVªhV ykbV fnu esa tyrh jgus dh f'kdk;r

4- tuleL;k ntZ djus dh fof/k %& 1- f'kdk;r dks ntZ djus ds fy, Vksy Qzh ua0 ij rSukr vf/kdkjh }kjk f'kdk;rdrkZ ls mldk uke] irk] eksckby ua0 o mldh leL;k iwNh tkrh gSA 2- mDr leL;k ds fooj.k dks uxj fuxe dh osclkbV www.nagarnigamagra.com ij fu/kkZfjr izk:i vkWuykbu rSukr vf/kdkjh }kjk QhM dj fn;k tkrk gSA mDr pkjksa fooj.k QhM djrs gh 2 eSlst vkWVksesfVd izsf"kr gksrs gSa ,d eSlst f'kdk;rdrkZ ds ikl tkrk gS ftlesa f'kdk;r dk ua0] f'kdk;r fuokj.k djus okys vf/kdkjh dk uke o mldk eksckby ua0 vafdr gksrk gSA nwljk eSlst f'kdk;r fuokj.k djus okys vf/kdkjh ds eksckby ij tkrk gS ftlesa f'kdk;rdrkZ dk uke] eksckby ua0 o la{ksi esa f'kdk;r vafdr gksrh gSA 3- f'kdk;r fuokj.k vf/kdkjh dks eSlst izkIr gksrs gh f'kdk;rdrkZ ds eksckby ij okrkZ dj leL;k dh foLr`r tkudkjh izkIr dh tkrh gSA f'kdk;r fuokj.k vf/kdkjh fu/kkZfjr izk:i ftlds ikVZ ,] ch] lh esa ls ikVZ&, ij f'kdk;rdrkZ }kjk crk;s x;s pkjks fooj.k vafdr gksrs gSa rFkk ikVZ ch esa f'kdk;r fuokj.k vf/kdkjh f'kdk;r fuokj.k dh fVIi.kh vafdr djrs gSa rFkk ikVZ&lh uxj vk;qDr }kjk Lo;a f'kdk;rdrkZ ls nwjHkk"k ij okrkZ dj leL;k ds fuokj.k dh tkudkjh yh tkrh gSA f'kdk;rdrkZ }kjk f'kdk;r fuokj.k dh iqf"V djus ij f'kdk;r dks fuLrkfjr fd;k tkrk gSA

4- f'kdk;rksa ds fujkdj.k mijkUr 'kr izfr'kr lR;kiu f'kdk;rdrkZ ls fd;k tkrk gSA 5- f'kdk;r fuokj.k vf/kdkjh ls fjiksVZ izkIr gksus rFkk f'kdk;r ds fuokj.k dk lR;kiu fd;s tkus ds ckn iqu% dEI;wVj esa QhM dh tkrh gS ftlds mijkUr fuLrkj.k dk lans'k f'kdk;rdrkZ ds ikl mlds eksckby ij igqWp tkrk gSA 6- ftu O;fDr;kas ds ikl bUVjusV dh lqfo/kk gS og vkWuykbu f'kdk;r uxj fuxe dh osclkbV www.nagarnigamagra.com ij ntZ djk ldrk gSA 7- fdlh Hkh f'kdk;r ds fuokj.k dh fLFkfr dh tkudkjh ds fy, uxj fuxe dh osclkbV www.nagarnigamagra.com ij tkdj dEiysUV ds LVsVl dh tkudkjh dj ldrk gSA 8- ;g O;oLFkk uxj fuxe] vkxjk esa fnukad 22-06-2012 ls ykxw dj nh x;h gSA

5. Grievances Redressal : JNNURM guidelines The key objectives of the e-Governance initiative are to: •» Provide single window system for delivery of services and information to citizens. •» Provide integrated and simplified services to citizens on any time, anywhere basis. •» Decentralize service delivery and improve accessibility of information to citizens. •» Increase the efficiency and productivity of ULBs. •» Re-engineer processes for better service delivery. •» Integrate data and services of various departments. •» Enhance efficient inter-departmental coordination. •» Provide timely and reliable management information relating to municipal administration, for effective decision-making. •» Adopt a standards-based approach to enable integration with other related applications.

6. Citizen Grievance Redressal : Objective •» To provide a platform to lodge complaints related to various services they receive from Municipal Corporation. •» To give suggestions and feedbacks on various services rendered by Municipal Corporation. •» To bridge the communication gap between the Municipal Corporation and Citizens •» To provide a Transparent and Timely system for Grievances Redressal. •» To serve as a means to measure the efficiency and effectiveness of Municipal Corporation.

7. Citizen Grievance Redressal Management System, Agra

8. How It Works ? Citizen can Lodge their complains by two mediums 1. Online by visiting http://www.nagarnigamagra.com/grievances 2. Calling on toll free no. 18001803015

9. Online Complaint Form

10. Complaint Submission Output Once All the details are submitted by the citizens, The system generates a UNIQUE No. for future references of the complaint status. It helps the citizen and corporation to track the status of the complaint. System also informs the citizen about the designated officer / employee responsible for the redressal of his complaint. System also informs the No. of days in which the complaint will be resolved.

11. Online Complaint Submission Output : SMS System also generates a Text Messages and sends it to the Citizen’s Mobile No. mentioned while registering the complain with all the relevant details.

12.1 Complaint Submission : Municipal Actions •» All complaints are send to respective departments managed by System Admin.

12.2 Complaint Submission : Municipal Actions •» Every Department has its own User ID & Password to Log in and Review / Access the details of the complaints.

12.3 Complaint Submission : Municipal Actions •» Once Logged in, Each department can see complaints of their department only. All Complaints are listed on the console.

12.4 Complaint Submission : Municipal Actions •» Departments can see the detailed view of each complaints.

12.5 Complaint Submission : Municipal Actions •» Departments can take the printout of each complain and send it to the concerned employee for Redressal.

12.6 Complaint Submission : Municipal Actions •» Once a particular complaint is resolved, the departmental officer updates it status on the printed sheet and that is submitted to the Operator for Updating.

12.7 Complaint Submission : Municipal Actions •» Once a particular complaint Disposed, its status is updated automatically as resolved.

13. Complaint Status : Citizen Review •» Citizen can also review the status of the complaint lodged by him using the unique complaint no.

14. Complaint Status : Status Report •» Citizen can also review the status of the complaint lodged by him using the unique complaint no.

15. Reports •» System Generates All type of reports for monitoring and operation.

nSfud lekpkj i=ksa dh dfVax

fnukad 15&08&2012 dks nSfud v[kckj vafdpu Hkkjr esa lekpkj

fnukad 19&08&2012 dks nSfud v[kckj nSfud tkxj.k esa lekpkj