1. Grievances Redressal Management System
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AGRA NAGAR NIGAM, AGRA
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2. 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

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8. 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.

9. 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.

10. 7. Citizen Grievance Redressal Management System, Agra

11. 8. How It Works ? Citizen can Lodge their complains by two mediums
1. Online by visiting
2. Calling on toll free no

12. 9. Online Complaint Form

13. 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.

14. 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.

15. 12.1 Complaint Submission : Municipal Actions
•» All complaints are send to respective departments managed by System Admin.

16. 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.

17. 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.

18. 12.4 Complaint Submission : Municipal Actions
•» Departments can see the detailed view of each complaints.

19. 12.5 Complaint Submission : Municipal Actions
•» Departments can take the printout of each complain and send it to the concerned employee for Redressal.

20. 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.

21. 12.7 Complaint Submission : Municipal Actions
•» Once a particular complaint Disposed, its status is updated automatically as resolved.

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

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

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

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