Public Grievance Redressal System “Samadhan” Url:-http://ceobihar.nic.in/ CEO, Bihar

Previous system for Grievance redressal Complaints received off line by CEO/DEO/RO/ERO Helpline complaints recorded in excel No provision for online/mobile/SMS based complaint mechanism Traditional manual monitoring mechanism

Samadhan – Public grievance redressal system Samadhan conceptualized as a comprehensive system Multiple modes for receiving complaints Software provides for online processing of complaints Monitoring and alert mechanism built in Public can track and see ATR

SOURCES OF COMPLAINTS ECI – both email/PGRS – login level integration in process Helpline – CEO (1950) and DEO level (Toll free nos) SMS – on 56677 Online through CEO Bihar website Android based mobile app Complaints received by CEO/DEO/RO/ERO – email/fax/post/physically All complaints received offline entered into Samadhan SMS acknowledgement sent on receipt of complaint

NATURE OF COMPLAIN CONDUCT OF ELECTION MCC ROLL/EPIC ELECTION EXPENDITURE GOVERNMENT OFFICIAL OTHERS Election office Media advertisement Form-6 Distribution of liquor Election related Polling Station Poster/Hoarding Form-7 Distribution of Cash/Gift/Coupon Others Conduct of election Election rallies Form-8 Expenditure of candidate Misuse of govt. vehicle Form-8A Election expenditure of parties Collection of fire arms Epic not received General complaints Error in epic

Mobile app based complaints Samadhan mobile app available for download on CEO Bihar website User friendly app – provides for making all election related complaints including MCC/EEM Provision for uploading photo/video GIS location of the complainant automatically captured

Flying squads (FS) Provision for forwarding complaints to FS on android based device FS to visit concerned spot and take photo/video/submit text report through the device online This system proposed to be used in one most expenditure sensitive AC in each district Training in process and will be started from 22.9.15

Processing of complaints All complaints received from all sources integrated into Samadhan Provision for online forwarding of complaints and submission of ATR Once complaint lodged it automatically reflects in the concerned DEO/RO/Block login

Monitoring mechanism Once complaint disposed – SMS sent to complainant Complainant can track status and view ATR online MIS available for monitoring by ECI/CEO/DEO/RO Time limit fixed for disposal and system of alerts in place

Training and awareness State level and district level training given to all concerned Political parties given orientation at state and district level Awareness through Newspaper ads, radio ads, posters, website and press briefing

Screen shots of Samadhan- showing different features

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