spandana application - user login manual

User Guide for Officer Login

Spandana Application

Document Version:1.0

Spandana Officer’s Manual

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Copyright © 2020 Real Time Governance Society. All rights reserved.

Contents 1. Introduction ........................................................................................................................................... 2

2. Grievance Redressal Process & Workflow ............................................................................................. 3

2.1. Grievance Redressal Process ............................................................................................................ 3

2.2. Grievance Redressal Workflow ........................................................................................................ 3

3. Login to Spandana Portal ....................................................................................................................... 4

4. Navigate to ‘My Dashboard’ ................................................................................................................... 5

5. Grievance Registration ........................................................................................................................... 6

6. Document Upload ................................................................................................................................... 9

7. Search ..................................................................................................................................................... 9

8. Grievance Inbox ................................................................................................................................... 10

9. Grievance Information ......................................................................................................................... 11

10. Grievance Acknowledgement by the Officer ........................................................................................ 12

11. Grievance Redressal (Registered Grievance) ...................................................................................... 14

12. Grievance Re-open ............................................................................................................................... 15

13. Grievance Redressal (Reopened Grievance)........................................................................................ 17

14. Reports ................................................................................................................................................. 20


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1. Introduction

Spandana is a public grievance redressal platform, an initiative of Government of Andhra Pradesh, for the citizens of Andhra Pradesh. The grievances can be registered from various sources viz. GSWS, 1902 Call Centre, Mobile App, Web Application, Collectorate grievance day (Spandana Monday). Once grievance has been registered, Your SPANDANA Request Number (YSR#) will be generated and citizens can track the status of their grievance with the help of the YSR#. The grievance will be addressed by the competent authority within the defined time. If the citizen is not happy with the redressal of a grievance, citizen can Re-Open the grievance by calling 1902 or by visiting Grama/Ward Sachivalayam or using Spandana portal (https://www.spandana.ap.gov.in/) or using Spandana mobile app. Grievances are categorized into:

• Critical, High, Medium and Low priority

• Individual & Community

• Rural & Urban Possible avenues and KPI’s (Key performance indicators) have been defined for measuring and monitoring the redressal quality on regular basis:

• % of positively redressed grievances and the grievances reopened

• Pending grievances beyond SLA

• Feedback from citizens through different channels

• Performance measurement of Departments, HoD’s and Districts

• Quarterly audit by reputed organizations on the functioning of the entire Spandana system (E.g. IIM, ISB, TISS…etc)

• Field Verification of Redressed Grievances by District Collectors, JC’s, HOD’s etc. Spandana portal is intended for registering the grievances only. There is no provision to register the Service Requests in Spandana, all service requests must be registered through Grama/Ward Sachivalayam only.


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2. Grievance Redressal Process & Workflow

2.1. Grievance Redressal Process

➢ Grievance can be registered from multiple sources and a unique “YSR#”

(Your Spandana Request Number) will be generated for each grievance

➢ Grievance will be assigned to the respective redressal officer

➢ Redressal officer performs the necessary enquiry, action and redresses the

grievance

➢ Citizen can 'reopen' the grievance if not satisfied with the resolution and the

same will be assigned to the higher authorities to redress the grievance

2.2. Grievance Redressal Workflow


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3. Login to Spandana Portal

3.1. Open an internet browser (Microsoft Edge, Google Chrome, Mozilla

Firefox).

3.2. Enter the following URL

https://www.spandana.ap.gov.in/

3.3. Once the above portal is opened, from the right-hand top side,

3.3.1. click on Login

3.3.2. The login screen will be displayed as shown below

3.4. Select “Officer Login”

3.4.1. Enter the Username,

Password and Captcha value

3.4.2. Click on “Login”


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4. Navigate to ‘My Dashboard’

4.1. ‘My Worklist’ and ‘My Dashboard’ will be displayed

4.2. Profile can be updated, and password can be changed

4.3. In ‘My Worklist’, sources of grievances are displayed along with the

respective grievance count the officer has to act on

4.4. When we click on Grievance Count, “Grievance Inbox” will list the grievances with the details like Officer Name, Department, HoD, Sub Subject, Status of grievance, etc. will be displayed

4.5. In “My Dashboard”, grievance count with different states is displayed

4.5.1. Received: Total grievances received so far from Citizens 4.5.2. In Progress: Total grievances pending/ In-progress 4.5.3. Redressed: Total grievances redressed so far 4.5.4. Reopened: Total grievances reopened so far


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5. Grievance Registration

5.1. Click on “Grievance Registration” 5.2. Enter Applicant Aadhaar number and Click on “Get Applicant” Details

5.3. Mobile Number:

5.3.1. Select “Yes” if “Mobile number” has to be updated 5.3.2. Select “No” if desired to retain the displayed mobile number

5.4. Personal Information: 5.4.1. Verify the information provided 5.4.2. Can update any information displayed

5.5. Individual / Community: 5.5.1. Select “Individual”, if the grievance to be raised belongs to an

individual (e.g.: Rice Card, House Site, Pattadar Pass Book, etc.,) 5.5.2. Select “Community”, if the grievance to be raised belongs to the

community (e.g.: Roads, Drains, Natural calamities, etc.,)

5.6. Provide Grievance Address: 5.6.1. Address details like District; Mandal; Grama Secretariat / Ward

Secretariat have to be selected Note: Please ensure that right grievance address is mentioned, otherwise the grievance maybe rejected due to incorrect grievance address specified here.

5.7. Grievance Information:


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5.7.1. On typing a few letters about grievance information, the related sub-subjects will be displayed for reference.

5.7.2. Select an appropriate sub-subject (grievance issue)

Note: Please note that, same subject/sub-subject may exist in different or multiple HoDs/Departments, hence please ensure that right HoD/Department is selected, otherwise grievance may be assigned to the wrong officer

5.7.3. The following details will automatically be selected on selecting the sub-subject from the search box. 5.7.3.1. Department; HoD; Subject; Sub Subject.

Note: If you are sure about the Department/HoD/Subject/Sub-Subject, you could directly fill the details without using the option “Search Sub Subject

”

5.7.4. Select the source type as “SPANDANA-MONDAY/OTHER DAYS” 5.7.5. Priority will also be shown (priority will be based on the sub-subject

selected) 5.7.6. GRA (Grievance Redressal Authority) will automatically be selected

based on the Grievance Address filled

5.8. Remarks: 5.8.1. Can provide other information relevant to the grievance to be

brought to the notice of Grievance Redressal Authority.


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5.9. Submit: 5.9.1. After filling he grievance registration form, click on “Submit”

Note: Please fill all the mandatory fields before clicking on “Submit” button.

5.10. Confirm the Grievance Details:

5.10.1. A confirmation screen will be displayed with basic details of grievance.

5.10.2. Click on “Confirm”

5.11. Grievance Receipt:

5.11.1. On Confirmation, the receipt for grievance will be generated as shown below

5.11.2. Click on “Print Receipt” for having a printed copy of the

grievance receipt.

5.12. SMS Alert: 5.12.1. On successful registration of grievance, an SMS alert with

grievance details will be sent to the Citizen


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6. Document Upload

6.1. Click on “Document Upload” tab in menu bar, to upload the supported documents for a required grievance

6.2. Enter Your Spandana Request (YSR#) and click on “Get Details”

6.3. Uploading Document:

6.3.1. Grievance details will be shown based on YSR#

6.3.2. Select “Choose File” and select the document. 6.3.3. Document type are - “.pdf”, “.jpg”, “.jpeg” 6.3.4. After selecting the document, click on “Upload” 6.3.5. The document will be successfully uploaded.

7. Search 7.1. We find two options in “Search” tab


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7.1.1. One to search for a grievance (“Grievance Search”) by using the

• Search by YSR# • Search by Mobile No • Search by Aadhaar No

7.1.2. One to download the receipt for a grievance (“Grievance Receipt”) by

entering the YSR#

8. Grievance Inbox


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8.1. We can find the “Grievance Inbox” (Pending grievances to act on) in “My Worklist” by clicking on the pending grievance count

8.2. The “Grievance Inbox” displays the list of grievances

8.3. Click on the grievance number (YSR#) to navigate to the “Grievance

Action” page, where

• Officer can view the full details of a grievance as mentioned in the

Section 9 “Grievance Information”

• Officer can acknowledge the grievance as mentioned in the Section 10

“Grievance Acknowledgement by the Officer”

• Officer can perform the redressal actions in case the grievance is

acknowledged (Accepted) by the officer, as mentioned in the Section

11 “Grievance Redressal”

9. Grievance Information 9.1. Here we can find the details of the Applicant and Grievance

9.1.1. Grievance Snapshot view 9.1.1.1. YSR # (Your Spandana Request Number)


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9.1.1.2. Grievance registration date, Application Type, Source and Priority

9.1.2. Action History

9.1.2.1. Grievance action history can be seen here

9.1.3. Applicant Details

9.1.3.1. Applicant basic details, address and Mobile Number can be seen here

9.1.4. Grievance Details

9.1.4.1. We can view Grievance details, Department, Subject and Sub-Subject

10. Grievance Acknowledgement by the Officer 10.1. After reviewing the grievance, officer has to either acknowledge the

grievance by accepting it or seek Spandana Team’s help in case


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grievance is registered with the wrong Department/HoD/Subject/Sub-

Subject.

10.1.1. If the Grievance is registered with the right

Department/HoD/Subject/Sub-Subject as per Citizen’s complaint

• Select “Yes” and click on “Accept the Grievance” to acknowledge and proceed with the grievance redressal actions

10.1.2. If the Grievance is not registered with the right Department/HoD/

Subject/Sub-Subject

• Select “No” and enter officer’s remarks and click on “Send to Spandana Team” to seek Spandana Team’s help in assigning it to the right department

Note: Please note that, after the review by Spandana Team, if it is found that the grievance is registered correctly, the grievance will be sent back to the officer by Spandana Team


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11. Grievance Redressal (Registered Grievance) 11.1. After the confirmation given by the officer in the above screen (10.1),

we can find the “Record Action & Endorsement” page, where the

officer can now redress the grievance

11.1.1. Select Redressed from the dropdown list.

11.1.2. Upload the Enquiry Report document (Mandatory) Note: 1. Total size of all Upload Documents should not exceed 1MB.

2. All Upload Documents should be in PDF Format Only.

11.1.3. If eOffice file created, enter eOffice Computer number (or) file number (Optional)

11.1.4. Upload the Redressal support document (Action taken report by the officer) (Mandatory)

Note: 1. Total size of all Upload Documents should not exceed 1MB. 2. All Upload Documents should be in PDF Format Only.

11.1.5. Type the detailed redressal details in “Remarks” section (Mandatory)

11.1.6. Select one of the drop downs

• “Is the grievance redressed as per citizen request?”


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✓ Yes OR

✓ No OR

✓ Yes, (Involves Government Decision)

11.1.7. click on “Submit Action”

11.1.8. Alert message will be displayed

• If the citizen is not happy, he/she can reopen the grievance and escalate it to the concerned department’s higher officials

• Click on “Yes”

• Confirmation Message will be displayed

12. Grievance Re-open 12.1. After a grievance is redressed by the Officer, the grievance status will be

changed from “Registered” to “Redressed”


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12.2. If the citizen is not satisfied with the redressal of the Officer, the

grievance can be reopened 12.3. Grievance(s) reopened will be assigned (escalated) to the higher

authorities of the concerned department 12.4. “Reopen” button can be used to reopen the grievance

12.5. The confirmation alert will be displayed.

12.6. Click on “Reopen”

12.7. Confirmation message “Grievance Reopened Successfully” will be displayed after a grievance is reopened

12.8. Status of the grievance now will be changed to “Reopened”


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13. Grievance Redressal (Reopened Grievance) 13.1. Officer can find the reopened Grievances in My Dashboard under “Reopened”

category

13.2. By clicking on the Reopened grievance count, “Grievance Inbox” will be

displayed

13.3. Click on the grievance number (YSR#) to navigate to the “Grievance

Action” page, where

• Officer can view the full details of a grievance as mentioned in the

Section-9 “Grievance Information”

o We can see in the action history, the officer who redressed the grievance and source where the citizen has reopened the grievance from, as shown below


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• Officer can perform the redressal actions for the reopened grievance,

as mentioned in the Section 13.4

13.4. We can find the “Record Action & Endorsement” section, where the officer will get options to redress the grievance

13.4.1. Select Redressed from the dropdown list.

13.4.2. Upload the Enquiry Report document (Mandatory) Note: 1. Total size of all Upload Documents should not exceed 1MB.

2. All Upload Documents should be in PDF Format Only.

13.4.3. If eOffice file created, enter eOffice Computer number (or) file number (Optional)


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13.4.4. Upload the Redressal support document (Action taken report by the officer) (Mandatory)

Note: 1. Total size of all Upload Documents should not exceed 1MB. 2. All Upload Documents should be in PDF Format Only.

13.4.5. Type the detailed redressal details in “Remarks” section (Mandatory)

13.4.6. Select one of the drop-down options for “Do you accept the last redressal officer's action?”

• Yes OR

• No, Decision changed

13.4.7. Click on “Submit Action”

13.4.8. Alert message will be displayed

• If the citizen is not happy, he/she can reopen the grievance and escalate it to the concerned department’s higher officials

13.4.9. When clicked on “Yes”, confirmation Message will be

displayed.


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14. Reports 14.1. We can find District-wise/HoD-wise reports under “Reports” tab in the menu bar

as per Officer’s designation

14.1.1. We can see a summary of grievances as per Jurisdiction and HoD, as mentioned below

• Received • In Progress

(Total-Within SLA/Beyond SLA) • Redressed

(Total-Within SLA/Beyond SLA) • Reopen

14.1.2. To view the reports under officer’s Department (HoD), can use different filters/Tabs

as mentioned below

• District • Department/HOD • Subject • Sub-Subject • Source • Mandal/ULB • GSWS • Officer