ict based practices in psus- a k sharma, gujarat infrastructure development board

eindia.eletsonline.com

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


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).


First and foremost, it denotes that citizens are welcome to the Forum named SWAGAT

In the local language SWAGAT means

Welcome



…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


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


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


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


Format for online applicationAll grievances & redressal information (State, District & Sub District) are fed into the same system, through an online portal


Information viewed by

Hon. CM during State SWAGAT

Sessions



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


SWAGAT: ICT Infrastructure - GSWAN

BSNL 8-2Mbps

District Centres (25) Sub District Centres (239)



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)


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


Applicants are given a unique ID

through which applicants can

access their case details and status online - anywhere

TOTAL TRANSPARENCY


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


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.


Thank Youhttp://swagat.guj.nic.in/www.gujaratindia.com

ict based practices in psus- a k sharma, gujarat infrastructure development board

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