1. Public Grievance Redressal System “Samadhan”
Url:-
CEO, Bihar

2. 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

3. 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

4. SOURCES OF COMPLAINTS
ECI – both /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 – /fax/post/physically
All complaints received offline entered into Samadhan
SMS acknowledgement sent on receipt of complaint

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. Screen shots of Samadhan- showing different features

12. Click on Samadhan

13. Click on Save record after filling All Fields
Click here to browse and upload the soft copy of the Document/Photo/Video

27. News Paper Clip

28. Thanks