ict based practices in psus- a k sharma, gujarat infrastructure development board
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SWAGAT
Chief Minister’s OfficeGovernment of Gujarat, India
State Wide Attention on Grievances through Application
of Technology
People with Grievances Attended Solved
Functional since April 2003 eindia.eletsonline.com
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Independent assessment: Winner of UN Public Service Award 2010
ISO 9001:2008 for administration and overall governance assessed SWAGAT and found the processes effective (2009).
Award of Excellence CSI Nihilent e-Governance for Chief Minister's Office Gujarat (2010-11).
National E-Governance Gold Award for outstanding performance in citizen-centric delivery (GoI 2011).University of Manchester, UK and Commonwealth Telecommunications Organization consider SWAGAT as an excellent model of e-transparency and e-accountability (2003).Dhirubhai Ambani Institute of Information & Communication Technology case Study of SWAGAT e-governance (2008).Governance Knowledge Centre (GKC) of DAR&PG under World Bank Project Capacity Building for Good Governance: online case study (2009).
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First and foremost, it denotes that citizens are welcome to the Forum named SWAGAT
In the local language SWAGAT means
Welcome
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…and listening to that voice is the key test of Good
Governance”
“People’s voice is the key driver of a
democracy…
Mr. Narendra Modi, Chief Minister of Gujarat, India
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SWAGAT – the conceptGrievance redressal is key to Good Governance: efficiency, transparency and speed in redressal is key to citizen satisfaction
o An expectation should ideally be met duly, it should not convert into a Grievance
o If it does, it should be redressed at the local levelo If it is not, the buck must stop at the highest levelo Accountability must be fixed at the appropriate level
Video conferencing Secretariat Level Senior Officer
Hon Chief Minister Case Information on screen
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Impact: 208,416 applicants; 91% cases resolved
Case resolution has reformed policy and reduced long-pending grievances
Policy Matters: where a limitation or gap in the policy requires attention
Long-Pending: where the case has remained unresolved after at least 6 months after initial application
First-Time: such cases are first referred to the concerned lower office for attention
• Total Transparency: all stakeholders are present in real-time with online record• Administration activated as Hon CM is directly reviewing cases • Inputs from all allow fair decisions: citizens, key Officers and elected members• Highest-level authority gain awareness of nature of problems at local levels• Awareness of practical issues of local administration
Launched: Apr 2003 Jan 2008 Feb 2011
State District Sub District
Gram1201
54038
104737
48440
1150
53612
100940
34236
Applications madeApplications Resolved
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Before SWAGAT Public grievances were not handled systematically
Paper-based process was cumbersome &
lengthy
Not transparent: Officials had no fear
of being exposed
Common person has no access to
higher levels
No system for monitoring or
follow-up
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Format for online applicationAll grievances & redressal information (State, District & Sub District) are fed into the same system, through an online portal
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Information viewed by
Hon. CM during State SWAGAT
Sessions
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Integrated from State to Sub District & VillageAnalysis of January 2011 SWAGAT cases
Impact across all sectors for all areas: at monthly State Sessions:Hon. CM reviews District and Sub District cases for:1. Quality of redressal2. Understanding the nature of problems at local level
Home
Revenue Department
Rural Development
Industries and Mines
0 5
Panchayat and Rural Development
Revenue Department
Urban Development
Home
Revenue Department
Rural Development
Urban Development
Water resources
0 500 1000 1500 2000
State: 13 cases
District: 557 cases
Sub District: 4116 cases
Cases attended at SWAGAT session, 27th January 2011
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SWAGAT: ICT Infrastructure - GSWAN
BSNL 8-2Mbps
District Centres (25) Sub District Centres (239)
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SWAGAT operates on Gujarat State Wide Area Network (GSWAN)• Connects all 26 Districts to State Data Centre with
8Mbps to 2 Mbps connectivity• Leased circuits provided by BSNL, Reliance and Tata Tele Services• Interconnects 8,496 District and Sub District Offices• 23,017 user-IDs created for Government Officers
• Video conferencing centres at:– 26 Department Offices– 26 District Offices– 239 Sub District Offices
• Platform:– Microsoft Dot Net 2.0 as front-end– SQL server 2005 as back-end– Unicode fonts for regional language
support (Gujarati)
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SWAGAT live multi-conferencing across Gujarat
State Wide Knowledge sharing as all 26 District and 239 Sub District Offices are present through live video-
conferencing at all Sessions
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Applicants are given a unique ID
through which applicants can
access their case details and status online - anywhere
TOTAL TRANSPARENCY
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SWAGAT IMPACT
• Quick relief and satisfaction to the common people when grievances attended at the highest level
• Severe action against delinquent officials• Policy changes that are far-reaching • Administrative process re-engineering• Direct feedback from the ground level regarding
practical issues of administration• Administration activated as Hon CM is directly
reviewing cases
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Lessons Learned• Focus on outcomes has driven the system to ensure
positive outcomes. • Chief Minister interacts personally so there is greater
attention to resolving cases successfully. • Systemised process ensures administration is organised
and prepared• Activates local level administration by the system
requiring local level grievance resolution before consideration to escalate to State level
• Analysis of policy issues through compilation, classification and analysis of data has brought to fore many policy issues which have been resolved
• State-wide Administration interaction as Officers of all Districts and Sub Districts view and participate in the SWAGAT sessions.
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Thank Youhttp://swagat.guj.nic.in/www.gujaratindia.com