(GIST OF YOJANA) e-Governance: Grievance Redress for a New India 2022 [FEB-2018]

(GIST OF YOJANA) e-Governance: Grievance Redress for a New India 2022 [FEB-2018]

(GIST OF YOJANA) e-Governance: Grievance Redress for a New India 2022 [FEB-2018]

(GIST OF YOJANA) e-Governance: Grievance Redress for a New India 2022


e-Governance: Grievance Redress for a New India 2022

Public redress of grievances as a cornerstone of ‘Minimum Government, Maximum
Governance’ is a key aspect of New India 2022. Closely related to this is the
growth of e-Governance through unique and cutting edge initiatives in India
especially in the last few years With advancements in Information and
Communication Technology (ICT), it has become possible to provide many public
services through online modes. In accordance with the estimates made by the
National e-Governance Division (NeGD) of the Department of Electronics and
Information Technology (DeitY), there are more than 3500 different e-services
being offered by various Central Ministries and State Governments.

Sevottam and CPGRAMS

The DARPG has developed a framework called ‘Sevottam’, which essentially
means Excellence in Public Service. Under this scheme, every Government
Department must have a Citizens Charter outlining the main services with service
standards and timelines,a Public Grievance Redress Mechanism, and a system with
assessment and improvement of public service delivery standards.

DARPG has put in place a Centralized Public Grievance Redress and Monitoring
System’ (CPGRAMS) since 2007. It is a flagship initiative by the Government of
India to address and monitor the resolution to redress public grievances in a
centralised, transparent, accountable and efficient manner. It is a standardized
web based solution and an integrated application to register and to redress the
grievances received online, by post and by hand.

Public Service Delivery Act

The Government of India had proposed the Right of Citizens for Time Bound
Delivery of Goods and Services and Redressal of their Grievances Bill, 2011 in
the Lok Sabha in December 2011. The Bill provided for right to time bound
delivery of goods and services to every citizen, mandatory publication of
citizen’s charter, grievance redressal mechanism for non-compliance of Citizen’s
Charter and penalty on defaulting officer and compensation up to the same amount
to the applicant. However, the Bill lapsed with the dissolution of the 15th Lok
Sabha. It is understood that a new law is being contemplated. Meanwhile, it is
expected to be launched in the form of a scheme and experiences from there would
be helpful in framing the revised Act.


As mobile phones are becoming increasingly important in e-governance, the
government has recently launched a Unified Mobile Application for New-age
Governance (UMANG) Developed by Ministry of Electroniés and Information
Technology and National e-Governance Division, UMANG provides a single platform
for all Indian Citizens to access pan India e-Gov services ranging from Central
to Local Government bodie and other citizen centric services These services cut
across Central and State Government Departments, local bodies and other utility
services from private organizations, It provides a unified approach where
citizens can install one application to avail multiple government services. It
can be accessed through smartphones tablets as well as desktops.

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MyGov.in is a unique and cutting edge participatory governance initiative
involving the common citizen at large, initiated by the Prime Minister in 2014.
The platform is now an integral component in dissemination of information and
seeking public opinion. It provides citizens a voice in the governance process
of the country and creates grounds for them to become stakeholders across the
board, including in implementation through actionable tasks. MyGov is estimated
to have in excess of 1.78 million users contributing and participating, while it
gets more than 10,000 posts per week for further progression toward becoming
actionable agenda.

Other Citizen Centric Services

The Andhra Pradesh online portal ‘aponline.com’ is one of the most
comprehensive State Government set ups for an e-interface between the Government
and citizens with an integrated grievance redress channel as part of its
real-time governance initiative. The channel is called
People First or ‘www.meekosam.ap.gov.in’ and a People First mobile app was
launched in September 2017. Also e-Pariharan has been
launched in Kerala to facilitate online lodging of complaints. Complaints can
also be received through SMS, WhatsApp, email, etc.

Future Outlook

Adoption of ICT has made significant strides at various levels in Government.
Starting from biometric attendance of Government employees, digitizing database
of beneficiaries across all schemes, seeding with Aadhaar numbers, using PoS
machines for beneficiary authentication and finally transferring the funds to
Aadhaar linked bank accounts have made marked improvements in the way the
services are delivered to the public Aadhaar-enabling benefits include removal
of leakages, duplicates, fakes, and ghosts from the list of beneficiaries. Under
the Direct Benefit Transfer scheme (dbtbharat.gov.in), subsidies have already
been initiated for LPG and food, and
a different beneficiary model has been rolled out for fertilizers in 2017. The
Pradhan Mantri Jan-Dhan Yojana scheme is also more effective with Aadhaar

Under e-Taal which is a web portal disseminating electronic transactions of
e-governance projects, over 30 billion transactions covering more than 3500
services have been undertaken in the calendar year 2017. The number of
transactions reported on e-Taal has crossed 82 million per day compared to
merely 6.5 million a day in 2013 Table This clearly indicates that e-services
are increasingly becoming the way of interface with the citizens. Looking at
adoption of technologies such as mobile phones, smart phones and applications
like WhatsApp, etc. even in the remotest parts of the country, there is no doubt
that a few years down the line there will be hardly any service left requiring
manual intervention. Therefore, the strategic plan leading into a New India 2022
would be to use e-Governance processes for public redress of grievances through
a number of cutting edge and innovative initiatives, and ensuring that they are
utilized to the greatest extent possible. This, together with enhancing
awareness, dissemination of information, and greater participation by the public
would help India to emerge amongst the frontrunners in public rights redress
systems through e-Governance modules amongst the comity of nations.

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