1. Chief Electoral Office, Uttar Pradesh
e-Samadhan
Chief Electoral Office, Uttar Pradesh
National Informatics Centre (NIC) ,State Unit Lucknow

2. Limitations And Drawbacks Of Current System
Initiatives on Grievance redressal are isolated initiatives and running in different platforms and have no interlinking.
At state level CEO Office has its own grievance monitoring system while in Districts/Division level Offices they do not have their own grievance redressal systems.
Departments interacting to citizens have their own mechanisms to deal with grievances such as Call Centres, Helpline etc.

3. Limitations And Drawbacks Of Current System
Grievance redressal process is non-transparent and citizens have no clue of the resolution provided to them. Redressal process is “Black Box” for citizen.
Almost impossible for concerned officers to track and monitor the redressal because of large number of grievances received through different channels/web portal/platforms.
Indifferent attitude of some of public servants on citizen grievances also causes problem.
Poor response on grievance sometime leads to improper practices.
Person based grievance redressal system - Acceptance of / action on grievance is at discretion of receiving officer.

4. Need of e-Samadhan
An Integrated and centralized computerization system is felt necessary for effective grievance Management, Redressal and Monitoring.
A step has been taken to provide an integrated monitoring tool and tracking system for transparent status update on redressal of all type of grievances received through all sort of grievance receiving mechanisms, on a single common platform.

5. Vision & mission of e-Samadhan“
To create an environment where a voter can freely and conveniently file his grievance and receive response to his satisfaction both in terms of quality and time.
Vision “ “
To develop a benchmark integrated system for grievance redressal to achieve the goal of good governance using latest technology involving all stakeholders. “
Mission

6. e-Samadhan- An Overview
e-Samadhan (Public Grievances Redressal System) is an integrated application system based on web technology which brings all Grievances Redressal mechanism to one platform enables instant and easy communication between the concerned Departments/Officers of the state and citizens resulting in the speedy redressal of their grievances from anywhere and anytime (24 x 7) basis and also provides submission of grievances by the aggrieved citizens .

7. e-Samadhan- An Overview
It is not restricted to only receiving complaints at CEO Office, but at the same time it provides complete interface at CEO level for monitoring and supervising the redressal of complaints. A grievance monitoring cell at CEO Office will be working for this purpose.

8. Project Overview
Objective of the Integrated Grievance Redressal System
Citizen perspective
Increase the trust of citizen on Election Commission by providing quality redressal of grievance with in the defined timeframe
Reduce the cost (Direct cost and Time, Travel & Opportunity costs) of filling grievance
Public servant perspective
Reduction in effort and time required for management and redressal of grievance at all levels of Offices.
Enhance the focus of public servants on resdressal of grievance by offering rewards and recognition
Provide input in policy making for reduction in region or domain specific grievance

9. Implementation Strategy
e-Samadhan – A web based system will be implemented for facilitating following type of grievance receiving mechanisms :- 
References received at CEO Office through all channels.
References received at DM Office including Jan Sunwai.
References received through ECI Office (Integration with PGRS Portal).
Web based online grievances.

10. Geographical Scope Of Project
Entire state would be facilitated by this system. Majorly these locations would be covered –
1. CEO Office
2. Commissioner offices
3. IG/DIG Offices
4. DM Offices
5. SSP/ SP Offices
6. RO/ARO
7. ADEO
8. All departments district /Tehsil /block /Thana level
offices with ICT facility

11. Key Stakeholders for the Projects
Citizens- Actual beneficiary of the system
Departmental offices at state head office,
Commissionaires, District, Tehsil and so on…
Officers dealing with public grievances
CEO Office owner and initiator of the project
National Informatics Centre (NIC) for development
and evaluation of web based software

12. Grievance Input Mechanism
State Level
References received at CEO Office
Letter from all other sources (ECI etc.)
Print and electronic media
Online (e-Samadhan Portal)
Fax/Post/
Call Centre (Status and Feedback only)
District Level DM
SSP/SP
All grievances received through letters, fax
Tehsil Level
SDM(ARO)
CSC/ Lokvani

13. Existing District level Grievance Redressal System
Grievances received at RO/ARO Office
Manual Dispatch
District level officers
Tehsil level officers
Block Level Officers
Thana level officers
Note-The above represents logical structure of existing grievance redressal systems and should not be read as organizations hierarchal structure

14. Existing CEO Grievance Redressal System
ECI
Grievances Received at CEO Office
Manual Dispatch
Sate level Officers at CEO office
Commissioner
Grievance related to IG/DIG
DM/SPP
ADEO

15. Existing System- Online lodging of Grievance
No option is available with current Grievance Redressal systems for Online lodging of Grievances/Reminder by citizens in Uttar Pradesh.

16. Authentication mechanism for limiting the frivolous or system generated grievances
e-Samadhan channels
Authentication mechanism
RO/ARO Office
Ink signature/ thumb impression
Call Center
Complaint number
CSC
Photograph of complainant
e-Samadhan portal
Complaint number/Mobile number
Letter id
Social networking site
Profile of complainant on these sites
Print & electronic media
Not required
Fax
Source number

17. Service Delivery Channels Processing of Grievance
Public Grievance Redressal System - Single view of grievance received from all channels
Service Delivery Channels
Processing of Grievance
Scanning/Entry
Dashboard & MIS
RO/ARO Office
Scanning/Entry
Letter
Status and Feedback
Single Storage
Call Center
Data entry
Media
e-Samadhan Application
Data processing
NIC
Data Centre
Data processing
Social Net.
Data processing
e-Samadhan Portal
Data processing
CSC

18. Life cycle of Grievance (Status)
Resolved
After filling Action Taken Report by concern officer
Defaulted
Crossed the deadline set up by superior
Pending
Pending at the end of officer for filling Action taken Report
Nothing done
Interim report filed
Marked
Marked to officer with instruction and time line
Unmarked
Filed but not allotted to any officer

19. Change Management Awareness and communication Training
People
Awareness and communication
Training
Reward & punishment
Self assessment
Process
Regular monitoring by CEO Office
Feedback from complainant on disposal
Rating of officer based on quality and efficiency of redressal
Technology
User friendly interface
Technical Support from NIC

20. Service Delivery Mechanism
Source
Type of channel
Processing of data
Action on grievance
Marking of grievance
Routing of grievance
Submission of redressal
Publishing redressal
Taking feedback

21. Detailed Grievance Process (1/2)
Citizen
CEOoffice
Scanning and Data
Entry
At e-Samadhan portal
All grievance will be stored in centralized e-Samadhan system . Grievance will be routed on the basis of officer to whom it has been marked or to DM on the basis on the name of Districts
State level Officers
May be marked to further lower level officer wherever ICT
Infrastructure
Is available
Commissions/ Other Govt. Institutions
Commissioner
Commissioner/IG/ DIG
DIG
Media/Social media DM
DM/SSP office
SSP/ SP
Groups
SDM/CO(Police)
Data extraction
Online/CSC
Political Parties
ADEO
Sources
Type of Channel
Processing of data
Routing Grievance
Marking of Grievance 1 2 3 4 5

22. Detailed Grievance Process(2/2) Submission of redressal
Officer who have marked grievance redressal will approve disposal on his satisfaction.
The approval will not be required if marking officer has not asked for
Complainant will be given option to rate the redressal of grievance on scale of 1 to 5.
Respective officer will take action on grievance.
Grievance cell /Sr. Officers will monitor the redressal of grievances using e-Samadhan portal.
Redressal of grievance will be available on e-Samadhan portal. Complainant can access redressal from any of the channels.
Action on Grievance
Submission of redressal
Publishing redressal
Taking feedback 6 7 8 9

23. Features And Highlights of the System(1/4)
Provides a common interface between the Citizens and the Government.
All grievances are handled at single platform using uniform Forms for all channels using single user name/password.
Online forwarding of Grievances to multiple sub-ordinate offices/Departments.
Uploading of action taken/disposal reports concerning each grievance by the concerned Department.
Online lodging of grievances, reminder, view status and action taken reports. Lodging of manual grievances with facility of uploading scanned Grievance related document(s) is also made available. This scanned document can be seen at all levels wherever the grievance will be forwarded.

24. Features and Highlights of the System(2/4)
Online receipt of grievances by CEO Office/ Division/ Districts/ Tehsil and SMS alert enabling the Officers to take corrective action.
Redressal and Monitoring process by Department(s)/District(s)/ Organisation(s) to facilitate Nodal Officer looking after grievances. e-Samadhan provides dashboard for monitoring to the Nodal Officer.
Forwarding of Reminders/Clarifications for the older grievances crossing SLA timelines.
Web based tracking of application by the applicant and action taken by the Government authorities from any geographical location.

25. Features and Highlights of the System(3/4)
Query based reports will help in generating analytical reports as per the requirement of the concerned State/District/Tehsil/Booth for effective monitoring and analysis of pending grievances and resolution provided.
This system will have flexibility to expand at multiple levels as per the requirement of the concerned Department, District /Tehsil administration for desired depth and accurate redressal of grievances.
System generated reminders will enable the senior authorities to comply on grievances received with minimum effort and strict action against non-compliances by the concerned officials.
Support for UNICODE compliant languages.
Enhance the performance of the departments.

26. Features and Highlights of the System(4/4)
As a citizen if anyone wanted to share any suggestion, higher authorities will be able to keep a count of the number of suggestions received in a particular department and response of the concerned department against those suggestions. This will streamline the entire process of interactive governance.
Categorization of grievances for each event
Searching and tagging of duplicate references received through all channels
Escalation of grievances on default in service level
The suggestions or demand (wish list) received through this portal coming directly from citizens/public representatives will helpful to the State/Division/District level Officers for better planning.
Citizen/User able to send reminder through web portal.

27. Service levels will be depend on criticality of grievance and receiving mode
Sources of Grievance
Service Level
CEO Office
Priority Low - 45 days,
Priority High -15 days,
Priority Apex - 3 days or as defined by CEO
ECI
As directed in communication/ 30 days (default)
Media
As directed by concerned officer / 7 days (default)
CSCs (e-Samadhan portal)
15 Days
DM/ SSP
Priority Normal -15 days,
Priority High – as defined by DM/ SSP

28. Resources required - Human Resources
e-Samadhan Cell to function under CEO Office
ACEO level looking after public grievance as Nodal Officer
One Sr. Officer as head of the cell
1 Sr. Programmer for maintenance of officer under supervision of NIC Cell for technological issues
Four section officers and 6 contractual data entry Operator
The main responsibilities of e-Samadhan Cell are-
To provide monitoring/analytical reports to Senior Officer on daily/Weekly basis
To monitor all key performance Indicators(KPIs) on daily basis
Technical team will be responsible for maintenance of the e-Samadhan application/database, development of new modules as per the requirement of officers/departments/users.
Forwarding of references received through ECI, , media, social media etc.
Correspondence with all stakeholders
To organize review meeting by Sr. level Officers etc
Similarly, complaint cell needs to be established at DMs/ SSPs level.

29. Key Benefits Increased citizen morale and satisfaction
Single Web portal for the grievances received through all channels
Efficient and effective monitoring of grievances.
Improved efficiency of Government departments
Convenient online lodging and monitoring of grievances
Facility to view status and details of nodal officers handling grievances
Speedy redressal of grievances
System generated correspondence letters and SMS Alert
Feedback of complainant regarding disposal of grievances
Continuous betterment of redressal process through integrated Database
Minimize corruption

30. Challenges
Overloading of staff (critical shortage of field level staff)
Mindset – lack of seriousness in handling grievance
Technical skills/ lack of e-literacy at both citizen and Government level
Monitoring quality of disposal
Meeting the expectations of citizens
Technological challenges, if any

31. Future Roadmap
e-Samadhan is planned to expand their capacity as soon as it start getting utilized by different-2 departments.
Following are the features to be incorporated in the e-Samadhan-
Department’s owned grievance redressal system would be integrated with e-Samadhan system.
Social Media may be linked through the e-Samadhan for complaint making and status update.
This system will also facilitate a verified wish list coming directly from the citizen to reconcile it at various level of planning for capturing demand from every entity of democracy. e-Samadhan will facilitate this feature through “Demand and Suggestion” mapped in the e-Samadhan to get the demands of development and plan it in a better way.

32. Future Roadmap
Resolutions having wider time span to complete which may marked resolved could also be tracked and monitored through this system.
Analytical report based on the MIS generated from the e-Samadhan data will also be facilitated through this system
IVRS based complaint registration and status update
Call Centre will be integrated with the system

33. e-Samadhan HOME PAGE

34. e-Samadhan– LOGIN PAGE

35. CITIZEN SEVICES

36. Online Registration (OTP Panel)-

37. Online Grievance Registration Form -1

38. Online Grievance Registration Form -2

39. Track Grievance Page -

40. Send Feedback Page-

41. Send Reminder Page-

42. e-Samadhan
CEO Office DASHBOARD

43. CEO Operator Office DASHBOARD
e-Samadhan
CEO Operator Office DASHBOARD

44. District Magistrate DASHBOARD
e-Samadhan
District Magistrate DASHBOARD

45. e-Samadhan
Report

46. Thank You