June 2011
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public GrievancesMinistry of Personnel, Public Grievances and Pensions, Government of Indiahttp://indiagovernance.gov.in/
Researched and Documented by
OneWorld Foundation India
Jhansi Jan Suvidha Kendra
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Table of Contents Executive Summary ................................
Background ................................
Objective ................................................................
Key Stakeholders ................................
Lessons Learned ................................
References ................................
Appendix A Interview Questionnaire
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances
Pensions
Researched and documented by
OneWorld Foundation India
Transparency and Accountability
Jhansi Jan Suvidha Kendra
................................................................................................
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Interview Questionnaire ................................................................
Case Study Transparency and Accountability
Jhansi Jan Suvidha Kendra
June 2011
1
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..................................................... 4
....................................... 7
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Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Executive SummaryJhansi district situating on the south western part of Uttar Pradesh comprises of 5 tehsils, 8
blocks and 437 gram panchayats covering a vast area of 5024 sq. kilome
2.5 million.
The conventional public grievance mechanism is not sufficient and effective enough to ensure
prompt, hassle free and qualitative redressal of aggrieved citizens, especially in a populous
region like Uttar Pradesh. The s
such as the Tehsil Divas and the Thana Divas where officers assemble twice a month at the
tehsil and the police stations respectively for hearing public grievances. There is another
redressal scheme operating in the state called the Lokvani scheme that works as an internet
kiosk.
However these person-meet based and internet based schemes have not been the best models
in fulfilling the concerns of people from the lower economic background. . The c
often have to go through the tiring, expensive and exploitative process of running from pillar to
post just in order to meet the District Administrator, Superintendent of Police, Chief
Development Officers and other senior officers to make their
not a viable option for many.
The district administration of Jhansi considers it the prime ideal of public administration to
reach out to the citizens to address their grievances. With a vision to bring in a paradigmatic
shift in the system of public grievances redressal, the Jhansi administration developed the
Jhansi Jan Suvidha Kendra (JJSK) with technical consultation of the district unit of National
Informatics Centre (NIC). Any person from anywhere within the district
a toll free number to seek grievance for concerns related to wide range of government services
and administrative provisions.
Launched on 10 June 2009, this innovative approach utilises the simplest and widespread ICT
tool of the telephone to communicate directly to the concerned officers in JJSK for seeking
solutions to their complaints. Systematic and well maintained system of JJSK ensures
categorisation of complaints so that every complaint is noticed and treated with the necessar
sense of urgency. The provision of 100 percent cross verification of disposal status has come
across as another important feature enhancing its uniqueness that does not let the closure of the
case without appreciating feed back of the aggrieved person.
JJSK on an average registers 60 to 70 complaints per day. From June 2009 to June 2011, it has
redressed the grievances of 38, 000 families up to the satisfaction of the complainant. The centre
was awarded with prestigious NASSCOM Social Innovation Honours 2
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances
Pensions
Researched and documented by
OneWorld Foundation India
Transparency and Accountability
Jhansi Jan Suvidha Kendra
Summary Jhansi district situating on the south western part of Uttar Pradesh comprises of 5 tehsils, 8
blocks and 437 gram panchayats covering a vast area of 5024 sq. kilometer and a population of
The conventional public grievance mechanism is not sufficient and effective enough to ensure
prompt, hassle free and qualitative redressal of aggrieved citizens, especially in a populous
region like Uttar Pradesh. The state has few functional public grievance redressal mechanisms
such as the Tehsil Divas and the Thana Divas where officers assemble twice a month at the
tehsil and the police stations respectively for hearing public grievances. There is another
heme operating in the state called the Lokvani scheme that works as an internet
meet based and internet based schemes have not been the best models
in fulfilling the concerns of people from the lower economic background. . The c
often have to go through the tiring, expensive and exploitative process of running from pillar to
post just in order to meet the District Administrator, Superintendent of Police, Chief
Development Officers and other senior officers to make their grievances heard. E
The district administration of Jhansi considers it the prime ideal of public administration to
reach out to the citizens to address their grievances. With a vision to bring in a paradigmatic
hift in the system of public grievances redressal, the Jhansi administration developed the
Jhansi Jan Suvidha Kendra (JJSK) with technical consultation of the district unit of National
Informatics Centre (NIC). Any person from anywhere within the district
a toll free number to seek grievance for concerns related to wide range of government services
and administrative provisions.
Launched on 10 June 2009, this innovative approach utilises the simplest and widespread ICT
lephone to communicate directly to the concerned officers in JJSK for seeking
solutions to their complaints. Systematic and well maintained system of JJSK ensures
categorisation of complaints so that every complaint is noticed and treated with the necessar
sense of urgency. The provision of 100 percent cross verification of disposal status has come
across as another important feature enhancing its uniqueness that does not let the closure of the
case without appreciating feed back of the aggrieved person.
JSK on an average registers 60 to 70 complaints per day. From June 2009 to June 2011, it has
redressed the grievances of 38, 000 families up to the satisfaction of the complainant. The centre
was awarded with prestigious NASSCOM Social Innovation Honours 2
Case Study Transparency and Accountability
Jhansi Jan Suvidha Kendra
June 2011
2
Jhansi district situating on the south western part of Uttar Pradesh comprises of 5 tehsils, 8
ter and a population of
The conventional public grievance mechanism is not sufficient and effective enough to ensure
prompt, hassle free and qualitative redressal of aggrieved citizens, especially in a populous
tate has few functional public grievance redressal mechanisms
such as the Tehsil Divas and the Thana Divas where officers assemble twice a month at the
tehsil and the police stations respectively for hearing public grievances. There is another
heme operating in the state called the Lokvani scheme that works as an internet
meet based and internet based schemes have not been the best models
in fulfilling the concerns of people from the lower economic background. . The common men
often have to go through the tiring, expensive and exploitative process of running from pillar to
post just in order to meet the District Administrator, Superintendent of Police, Chief
grievances heard. E-kiosk is also
The district administration of Jhansi considers it the prime ideal of public administration to
reach out to the citizens to address their grievances. With a vision to bring in a paradigmatic
hift in the system of public grievances redressal, the Jhansi administration developed the
Jhansi Jan Suvidha Kendra (JJSK) with technical consultation of the district unit of National
Informatics Centre (NIC). Any person from anywhere within the district can call this centre on
a toll free number to seek grievance for concerns related to wide range of government services
Launched on 10 June 2009, this innovative approach utilises the simplest and widespread ICT
lephone to communicate directly to the concerned officers in JJSK for seeking
solutions to their complaints. Systematic and well maintained system of JJSK ensures
categorisation of complaints so that every complaint is noticed and treated with the necessary
sense of urgency. The provision of 100 percent cross verification of disposal status has come
across as another important feature enhancing its uniqueness that does not let the closure of the
JSK on an average registers 60 to 70 complaints per day. From June 2009 to June 2011, it has
redressed the grievances of 38, 000 families up to the satisfaction of the complainant. The centre
was awarded with prestigious NASSCOM Social Innovation Honours 2010 by NASSCOM
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Foundation under ICT led innovation in e
Computer Society of India for Excellence in e
The Election Commission of India has replicated the model to register complaints related to t
election process through mobile or landline phones from anywhere 24x7 in the states of Tamil
Nadu, Kerala, Pondicherry and West Bengal. The Election Commission is also planning to
extend the model to another 7 states of India. After elections these cent
redressing election related complaints to address wide range of administrative and public
service delivery related issues.
This has been successfully replicated in Power Corporation Ltd, Housing Board, and Board of
Revenue of Uttar Pradesh. Jhansi Development Authority, Mid Day Meal Directorate, Police
Department, North Central Railway (Jhansi Division), Bharat Heavy Electrical Ltd., Civil
Defence Department U.P., State Information Commission U.P., Local Bodies Directorate U.P.
have already set trials to replicate the JJSK model. The government of Uttar Pradesh has
recently ordered replicating the model in all the districts for improving delivery of public
services in drinking water, electricity, hygiene/ sanitation, food and civil suppl
social sector schemes.
Background The existing system of grievance redressal is not cost and labour effective. A common man has
to run from pillar to post in order to register a complaint or to communicate to an
administrative officer. Also at the
management level the number of
complaints is not proportionate to the
number of work force available for its
redressal. The existing grievance
redressal schemes such as Tehsil Divas,
Thana Divas, Lokvani are working well,
yet not to the satisfaction of the citizens.
These schemes are either person
based or internet based. In both instances
the citizens dont find these to be user
friendly and cost and time effective.
Before starting this project the district
administration of Jhansi conducted a
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances
Pensions
Researched and documented by
OneWorld Foundation India
Transparency and Accountability
Jhansi Jan Suvidha Kendra
Foundation under ICT led innovation in e-Governance category. JJSK is also awarded by the
Computer Society of India for Excellence in e-Governance.
The Election Commission of India has replicated the model to register complaints related to t
election process through mobile or landline phones from anywhere 24x7 in the states of Tamil
Nadu, Kerala, Pondicherry and West Bengal. The Election Commission is also planning to
extend the model to another 7 states of India. After elections these centres will move beyond
redressing election related complaints to address wide range of administrative and public
service delivery related issues.
This has been successfully replicated in Power Corporation Ltd, Housing Board, and Board of
desh. Jhansi Development Authority, Mid Day Meal Directorate, Police
Department, North Central Railway (Jhansi Division), Bharat Heavy Electrical Ltd., Civil
Defence Department U.P., State Information Commission U.P., Local Bodies Directorate U.P.
eady set trials to replicate the JJSK model. The government of Uttar Pradesh has
recently ordered replicating the model in all the districts for improving delivery of public
services in drinking water, electricity, hygiene/ sanitation, food and civil suppl
The existing system of grievance redressal is not cost and labour effective. A common man has
post in order to register a complaint or to communicate to an
administrative officer. Also at the
management level the number of
complaints is not proportionate to the
number of work force available for its
redressal. The existing grievance
es such as Tehsil Divas,
Thana Divas, Lokvani are working well,
yet not to the satisfaction of the citizens.
These schemes are either person-meet
based or internet based. In both instances
the citizens dont find these to be user
effective.
Before starting this project the district
administration of Jhansi conducted a
Figure 1: Jhansi district map
Source: www.mapofindia.com
Case Study Transparency and Accountability
Jhansi Jan Suvidha Kendra
June 2011
3
Governance category. JJSK is also awarded by the
The Election Commission of India has replicated the model to register complaints related to the
election process through mobile or landline phones from anywhere 24x7 in the states of Tamil
Nadu, Kerala, Pondicherry and West Bengal. The Election Commission is also planning to
res will move beyond
redressing election related complaints to address wide range of administrative and public
This has been successfully replicated in Power Corporation Ltd, Housing Board, and Board of
desh. Jhansi Development Authority, Mid Day Meal Directorate, Police
Department, North Central Railway (Jhansi Division), Bharat Heavy Electrical Ltd., Civil
Defence Department U.P., State Information Commission U.P., Local Bodies Directorate U.P.
eady set trials to replicate the JJSK model. The government of Uttar Pradesh has
recently ordered replicating the model in all the districts for improving delivery of public
services in drinking water, electricity, hygiene/ sanitation, food and civil supplies and all other
The existing system of grievance redressal is not cost and labour effective. A common man has
post in order to register a complaint or to communicate to an
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
study among 415 persons who had traveled from various locations to district administrative
offices to register their grievances and seek redressal for the same. The
person usually spends on an average rupees 422 just to get a complaint registered. The amount
spent basically in transportation, food and beverages, application typing and so on is not a
meagre one for a worker earning rupees 100
In order to address this time consuming, tiring, exploitative and costly process of
registration by citizens; and the tedious and ineffective process of monitoring and
disposing of grievance redressal by the administration, JJSK
This innovative and user friendly tool developed by the Jhansi district administration
deploys the most readily available, simple and cost effective ICT tool
landline/mobile phone for cutting age grievance redressal. Any person from any
can now call in the assigned toll free number in order to register complaint regarding
any issue pertaining to government services and public administration.
At the time of conception JJSK didnt have a separate fund of its own. All the resources
required were arranged at the local level. The infrastructural needs were met by
sharing resources like computers, printers, fax machine, photo copier and staff with
other departments. District level officers were assigned responsibility on 8 hours shift
basis to run the programme. JJSK thus registered itself as a society under the Society
Registration Act with all the district level officers. JJSK started using the resources with
another grievance redressal mechanism
Objective
JJSK is a telephone based e
e-governance through the use of easily available ICT tools. It seeks to provide round
the clock service throughout the year (24x7x365). The e
increase transparency and efficiency in grievance redressal procedures along with
providing services in a professional and citizen
Working Design JJSK is developed by the district administration of Jhansi, Uttar Pradesh with the
consultation of the District Unit of National Informatics Centre (NIC). It was launched on 10
June 2009 in the Jhansi district.
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances
Pensions
Researched and documented by
OneWorld Foundation India
Transparency and Accountability
Jhansi Jan Suvidha Kendra
study among 415 persons who had traveled from various locations to district administrative
offices to register their grievances and seek redressal for the same. The findings depicted that a
person usually spends on an average rupees 422 just to get a complaint registered. The amount
spent basically in transportation, food and beverages, application typing and so on is not a
meagre one for a worker earning rupees 100 as a daily wage.
In order to address this time consuming, tiring, exploitative and costly process of
registration by citizens; and the tedious and ineffective process of monitoring and
disposing of grievance redressal by the administration, JJSK was conceived.
This innovative and user friendly tool developed by the Jhansi district administration
deploys the most readily available, simple and cost effective ICT tool
landline/mobile phone for cutting age grievance redressal. Any person from any
can now call in the assigned toll free number in order to register complaint regarding
any issue pertaining to government services and public administration.
At the time of conception JJSK didnt have a separate fund of its own. All the resources
quired were arranged at the local level. The infrastructural needs were met by
sharing resources like computers, printers, fax machine, photo copier and staff with
other departments. District level officers were assigned responsibility on 8 hours shift
is to run the programme. JJSK thus registered itself as a society under the Society
Registration Act with all the district level officers. JJSK started using the resources with
another grievance redressal mechanism- Lokvani in the local level.
SK is a telephone based e-governance initiative that aims to strengthen the concept of
governance through the use of easily available ICT tools. It seeks to provide round
the clock service throughout the year (24x7x365). The e-governance tool is aimed to
increase transparency and efficiency in grievance redressal procedures along with
providing services in a professional and citizen-friendly environment.
JJSK is developed by the district administration of Jhansi, Uttar Pradesh with the
consultation of the District Unit of National Informatics Centre (NIC). It was launched on 10
June 2009 in the Jhansi district.
Case Study Transparency and Accountability
Jhansi Jan Suvidha Kendra
June 2011
4
study among 415 persons who had traveled from various locations to district administrative
findings depicted that a
person usually spends on an average rupees 422 just to get a complaint registered. The amount
spent basically in transportation, food and beverages, application typing and so on is not a
In order to address this time consuming, tiring, exploitative and costly process of complaint
registration by citizens; and the tedious and ineffective process of monitoring and
was conceived.
This innovative and user friendly tool developed by the Jhansi district administration
deploys the most readily available, simple and cost effective ICT tool- the
landline/mobile phone for cutting age grievance redressal. Any person from any where
can now call in the assigned toll free number in order to register complaint regarding
any issue pertaining to government services and public administration.
At the time of conception JJSK didnt have a separate fund of its own. All the resources
quired were arranged at the local level. The infrastructural needs were met by
sharing resources like computers, printers, fax machine, photo copier and staff with
other departments. District level officers were assigned responsibility on 8 hours shift
is to run the programme. JJSK thus registered itself as a society under the Society
Registration Act with all the district level officers. JJSK started using the resources with
governance initiative that aims to strengthen the concept of
governance through the use of easily available ICT tools. It seeks to provide round
governance tool is aimed to
increase transparency and efficiency in grievance redressal procedures along with
friendly environment.
JJSK is developed by the district administration of Jhansi, Uttar Pradesh with the technical
consultation of the District Unit of National Informatics Centre (NIC). It was launched on 10
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Any person, from any place and at any time can call on a toll
grievance in the centre where the details of the grievance are recorded automatically as an
audio file. The web enabler application allows online registration of the complaint.
The online software automatically generates a Unique Complaint Number (UCN) for each
complaint. The complaints are assigned to different categories depending upon the severity of
the complaint. Category A complaints are to be disposed within 24 hours, categories B are to be
disposed within 3 days and category C are within 7 days. Complaints related to natural
calamity, fire incidents, law and order situation, accidents etc are considered under category A.
Complaints related to public service delivery such as for electricity, water supply etc are
addressed under category B. Category C has the individual and dema
such as the demands for pension, house, employment and so on.
As soon as the complaint is saved in the database, one SMS is sent out to the aggrieved person
bearing details of his complaint number, category, officer to whom it is mar
date of disposal.
Simultaneously another SMS is also sent automatically to the concerned officer bearing all the
details of the complaint. He is also informed telephonically for immediate action.
Printout of the complaint with scanned signature of the District Magistrate is sent to the officer
through Fax/Post/Special messenger. The printout of the complaints is taken on coloured sheets
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances
Pensions
Researched and documented by
OneWorld Foundation India
Transparency and Accountability
Jhansi Jan Suvidha Kendra
Any person, from any place and at any time can call on a toll-free number and register his
re the details of the grievance are recorded automatically as an
audio file. The web enabler application allows online registration of the complaint.
The online software automatically generates a Unique Complaint Number (UCN) for each
ints are assigned to different categories depending upon the severity of
the complaint. Category A complaints are to be disposed within 24 hours, categories B are to be
disposed within 3 days and category C are within 7 days. Complaints related to natural
calamity, fire incidents, law and order situation, accidents etc are considered under category A.
Complaints related to public service delivery such as for electricity, water supply etc are
addressed under category B. Category C has the individual and demand oriented complaints
such as the demands for pension, house, employment and so on.
As soon as the complaint is saved in the database, one SMS is sent out to the aggrieved person
bearing details of his complaint number, category, officer to whom it is mar
Simultaneously another SMS is also sent automatically to the concerned officer bearing all the
details of the complaint. He is also informed telephonically for immediate action.
Printout of the complaint with scanned signature of the District Magistrate is sent to the officer
through Fax/Post/Special messenger. The printout of the complaints is taken on coloured sheets
Case Study Transparency and Accountability
Jhansi Jan Suvidha Kendra
June 2011
5
free number and register his
re the details of the grievance are recorded automatically as an
audio file. The web enabler application allows online registration of the complaint.
The online software automatically generates a Unique Complaint Number (UCN) for each
ints are assigned to different categories depending upon the severity of
the complaint. Category A complaints are to be disposed within 24 hours, categories B are to be
disposed within 3 days and category C are within 7 days. Complaints related to natural
calamity, fire incidents, law and order situation, accidents etc are considered under category A.
Complaints related to public service delivery such as for electricity, water supply etc are
nd oriented complaints
As soon as the complaint is saved in the database, one SMS is sent out to the aggrieved person
bearing details of his complaint number, category, officer to whom it is marked and the target
Simultaneously another SMS is also sent automatically to the concerned officer bearing all the
details of the complaint. He is also informed telephonically for immediate action.
Printout of the complaint with scanned signature of the District Magistrate is sent to the officer
through Fax/Post/Special messenger. The printout of the complaints is taken on coloured sheets
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
to emphasise on the nature of urgency. Green sheet is for A ca
category complaints and C category complaints are printed on pink sheets.
The concerned officer calls the aggrieved person to get further detail of the complaint.
Sometimes field visits are also carried out if the need arises.
In case a grievance is not addressed within the stipulated time period then the system
automatically sends out an SMS to the concerned officer informing the urgency of disposing the
default complaint as soon as possible. The aggrieved person gets one SMS
The disposal report is sent by the concerned officer detailing the measures taken and the steps
followed in redressing the grievance assigned to him. Cross verification of
each and every complaint is carried out positively. The
person to intimate him regarding the disposal details and also to take his feedback. In
case of dissatisfaction on the part of the aggrieved person, the officer is asked to look at
the complaint again.
The District Magistrate/Chairman of JJSK regularly calls the complainants to review the
qualitative and prompt disposal of complaints. Pending and default status of
complaints are monitored on a daily and weekly basis by the executive committee of
JJSK.
The technology used in JJSK is extremely cost effective and a very simple one to be
replicated in any other departments around the country. JJSK is equipped with three
computer systems, three laser printers, one voice logger system, SMS gateway, internet
connection, web server, th
custom made software to take care of the process. JJSK inducts the existing man power
in the district administration. Every day one district level officer, two clerks, two
computer operators and one
project in shifts of eight hours.
Methodology
The Governance Knowledge Centre (GKC) research team identified JJSK as a best
practice because the grievance redressal mechanism presents a new approac
administration by empowering common man with simple yet powerful ICT tool to
demand quick and efficient solution to their grievance.
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances
Pensions
Researched and documented by
OneWorld Foundation India
Transparency and Accountability
Jhansi Jan Suvidha Kendra
to emphasise on the nature of urgency. Green sheet is for A category complaints, blue for B
category complaints and C category complaints are printed on pink sheets.
The concerned officer calls the aggrieved person to get further detail of the complaint.
Sometimes field visits are also carried out if the need arises.
In case a grievance is not addressed within the stipulated time period then the system
automatically sends out an SMS to the concerned officer informing the urgency of disposing the
default complaint as soon as possible. The aggrieved person gets one SMS
The disposal report is sent by the concerned officer detailing the measures taken and the steps
followed in redressing the grievance assigned to him. Cross verification of
each and every complaint is carried out positively. The centre calls every aggrieved
person to intimate him regarding the disposal details and also to take his feedback. In
case of dissatisfaction on the part of the aggrieved person, the officer is asked to look at
Chairman of JJSK regularly calls the complainants to review the
qualitative and prompt disposal of complaints. Pending and default status of
complaints are monitored on a daily and weekly basis by the executive committee of
SK is extremely cost effective and a very simple one to be
replicated in any other departments around the country. JJSK is equipped with three
computer systems, three laser printers, one voice logger system, SMS gateway, internet
connection, web server, three telephone lines with caller ID, one fax
custom made software to take care of the process. JJSK inducts the existing man power
in the district administration. Every day one district level officer, two clerks, two
computer operators and one class-IV employee are assigned duties in JJSK to run the
project in shifts of eight hours.
The Governance Knowledge Centre (GKC) research team identified JJSK as a best
practice because the grievance redressal mechanism presents a new approac
administration by empowering common man with simple yet powerful ICT tool to
demand quick and efficient solution to their grievance.
Case Study Transparency and Accountability
Jhansi Jan Suvidha Kendra
June 2011
6
tegory complaints, blue for B
category complaints and C category complaints are printed on pink sheets.
The concerned officer calls the aggrieved person to get further detail of the complaint.
In case a grievance is not addressed within the stipulated time period then the system
automatically sends out an SMS to the concerned officer informing the urgency of disposing the
default complaint as soon as possible. The aggrieved person gets one SMS as well.
The disposal report is sent by the concerned officer detailing the measures taken and the steps
followed in redressing the grievance assigned to him. Cross verification of disposal details of
centre calls every aggrieved
person to intimate him regarding the disposal details and also to take his feedback. In
case of dissatisfaction on the part of the aggrieved person, the officer is asked to look at
Chairman of JJSK regularly calls the complainants to review the
qualitative and prompt disposal of complaints. Pending and default status of
complaints are monitored on a daily and weekly basis by the executive committee of
SK is extremely cost effective and a very simple one to be
replicated in any other departments around the country. JJSK is equipped with three
computer systems, three laser printers, one voice logger system, SMS gateway, internet
ree telephone lines with caller ID, one fax-machine and a
custom made software to take care of the process. JJSK inducts the existing man power
in the district administration. Every day one district level officer, two clerks, two
IV employee are assigned duties in JJSK to run the
The Governance Knowledge Centre (GKC) research team identified JJSK as a best
practice because the grievance redressal mechanism presents a new approach to public
administration by empowering common man with simple yet powerful ICT tool to
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
The team used both primary and secondary research methods for the preparation of
this best practice document.Conducting desk based secondary research, available
through online material and documents obtained from the administration, the team
gathered important information on the background, operations and achievements of
JJSK . In order to validate the s
interview method to carry out primary research. Responses were obtained from Mr. Raj
Shekhar, District Magistrate, Moradabad & Founder of JJSK, on many important
aspects of implementation of the programme. T
the desk research to prepare this document
Key Stakeholders There is one General Committee and one Executive Committee of administration that take care
of the functioning and monitoring of the JJSK.
The General Committee has all the district level officers (more than 198 officers) who are
responsible for running the system.
The Executive Committee consists of the district magistrate, the additional district magistrates,
the chief development officer and the chief treasury office that monitor the day to day activities
of the Kendra.
Lessons Learned Use of popular ICT tool for efficient governance
Tele phones, especially mobile phones are rapidly becoming an indispensable part of a human
identity and existence. The mobile phone technology and its usages are escalating at an
extraordinary pace across the globe, including in the rural areas of India as
revolutionised poor telecommunication services and has altered the way people communicate
to each other. The district administration of Jhansi in a smart move decided on this technology
that would mitigate not only the equipment cost, infrastr
will also allow common man to bridge the digital divide with just use of the simplest tool of
ICT.
The JJSK has also utilised the best possible features of phone sets such as the call services, SMS
services, caller identification services, mobile email and internet services, voice logger services,
call conference services etc.
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances
Pensions
Researched and documented by
OneWorld Foundation India
Transparency and Accountability
Jhansi Jan Suvidha Kendra
The team used both primary and secondary research methods for the preparation of
document.Conducting desk based secondary research, available
through online material and documents obtained from the administration, the team
gathered important information on the background, operations and achievements of
JJSK . In order to validate the secondary research findings, the team adopted the
interview method to carry out primary research. Responses were obtained from Mr. Raj
Shekhar, District Magistrate, Moradabad & Founder of JJSK, on many important
aspects of implementation of the programme. The insights obtained were utilised with
the desk research to prepare this document
There is one General Committee and one Executive Committee of administration that take care
of the functioning and monitoring of the JJSK.
has all the district level officers (more than 198 officers) who are
responsible for running the system.
consists of the district magistrate, the additional district magistrates,
the chief development officer and the chief treasury office that monitor the day to day activities
Use of popular ICT tool for efficient governance
le phones, especially mobile phones are rapidly becoming an indispensable part of a human
identity and existence. The mobile phone technology and its usages are escalating at an
extraordinary pace across the globe, including in the rural areas of India as
revolutionised poor telecommunication services and has altered the way people communicate
to each other. The district administration of Jhansi in a smart move decided on this technology
that would mitigate not only the equipment cost, infrastructural lack, logistical problem but
will also allow common man to bridge the digital divide with just use of the simplest tool of
The JJSK has also utilised the best possible features of phone sets such as the call services, SMS
ntification services, mobile email and internet services, voice logger services,
Case Study Transparency and Accountability
Jhansi Jan Suvidha Kendra
June 2011
7
The team used both primary and secondary research methods for the preparation of
document.Conducting desk based secondary research, available
through online material and documents obtained from the administration, the team
gathered important information on the background, operations and achievements of
econdary research findings, the team adopted the
interview method to carry out primary research. Responses were obtained from Mr. Raj
Shekhar, District Magistrate, Moradabad & Founder of JJSK, on many important
he insights obtained were utilised with
There is one General Committee and one Executive Committee of administration that take care
has all the district level officers (more than 198 officers) who are
consists of the district magistrate, the additional district magistrates,
the chief development officer and the chief treasury office that monitor the day to day activities
le phones, especially mobile phones are rapidly becoming an indispensable part of a human
identity and existence. The mobile phone technology and its usages are escalating at an
extraordinary pace across the globe, including in the rural areas of India as well. It has
revolutionised poor telecommunication services and has altered the way people communicate
to each other. The district administration of Jhansi in a smart move decided on this technology
uctural lack, logistical problem but
will also allow common man to bridge the digital divide with just use of the simplest tool of
The JJSK has also utilised the best possible features of phone sets such as the call services, SMS
ntification services, mobile email and internet services, voice logger services,
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Call service The aggrieved person calls the JJSK at a toll free number to register complaint. The
centre calls the person back to get further de
The centre communicates with the officers concerned via telephone calls.
SMS service
Caller identification service
gathering additional information concerning the caller and his surrounding. Caller ID helps
significantly in reducing the number of false cases as it becomes easier to track the culprit in
case of hoax calls.
Voice logger software It records each and ever
also saves conversation as an audio file with telephone, date, time and file name. It is useful for
ensuring positive response by the staff of JJSK and also in maintaining public records.
All the data depicting the details of the complaints and the departments responsible for
grievances are made available on the website of JJSK (
purposes, making the system accountable, responsible
Radical changes in the system of administration with re
capacity building
The JJSK has instigated major changes in grievance redressal system with complete re
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances
Pensions
Researched and documented by
OneWorld Foundation India
Transparency and Accountability
Jhansi Jan Suvidha Kendra
The aggrieved person calls the JJSK at a toll free number to register complaint. The
centre calls the person back to get further details and to disseminate the necessary information.
The centre communicates with the officers concerned via telephone calls.
Caller identification service this service allows proper verification of the caller and helps in
gathering additional information concerning the caller and his surrounding. Caller ID helps
significantly in reducing the number of false cases as it becomes easier to track the culprit in
It records each and every incoming and out going call automatically and
also saves conversation as an audio file with telephone, date, time and file name. It is useful for
ensuring positive response by the staff of JJSK and also in maintaining public records.
ng the details of the complaints and the departments responsible for
grievances are made available on the website of JJSK ( http://www.jjskjhansi.co
purposes, making the system accountable, responsible and transparent.
Radical changes in the system of administration with re-engineering of work culture and
The JJSK has instigated major changes in grievance redressal system with complete re
Case Study Transparency and Accountability
Jhansi Jan Suvidha Kendra
June 2011
8
The aggrieved person calls the JJSK at a toll free number to register complaint. The
tails and to disseminate the necessary information.
this service allows proper verification of the caller and helps in
gathering additional information concerning the caller and his surrounding. Caller ID helps
significantly in reducing the number of false cases as it becomes easier to track the culprit in
y incoming and out going call automatically and
also saves conversation as an audio file with telephone, date, time and file name. It is useful for
ensuring positive response by the staff of JJSK and also in maintaining public records.
ng the details of the complaints and the departments responsible for
http://www.jjskjhansi.com) for public
engineering of work culture and
The JJSK has instigated major changes in grievance redressal system with complete re-
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
engineering of service delivery at multiple le
administration standard to the level way ahead of conventional top
one. Now a common man fins answer to his query in a simple phone call. The service is made
available 24x7x365 where the ce
with the aggrieved person and the concerned officer from first step to the last step. Internet
generated automatic daily SMSs keep the stakeholders informed and updated about the status
summaries of all the registered grievances of their department and the district as a whole. 100
percent cross verification of disposal details and regular monitoring of disposal, pendency and
defaulted cases not only guarantee end users satisfaction and quality
the much needed change in the work culture of the government administration.
JJSK administrators lay special emphasis on the continuous process of educating and
sensitising the officers and staff responsible for bringing in atti
the complaints of the citizens.
JJSK emphasises immensely on the aspect of capacity building as a road to sustainable and
progressive development. New ideas, technologies, methods, mergers are constantly tried in
order to re-invest and rejuvenate the programme to be the best model of good governance.
Team building, collective responsibility taking and democratic decision making are major
pillars of JJSK that have been catalysing systematic and integrated service delivery to t
of the end users satisfaction.
The cost effective and locally administered model that ensures effortless replicability
As mentioned earlier in the background that at the time of conception the programme had
shortage of funding as it was solely a
and has no separate fund of its own. The Jhansi administration however didnt take much
longer to overcome this financial hurdle as it went ahead to share the resources with already
functioning grievance redressal system called Lokvani. Later on the administration utilised a
section of funds allocated under Mahatma Gandhi National Rural Employment Guarantee Act
(MGNREGA), National Rural Health Mission (NRHM) and Total Sanitation Campaign for
administrative expenditure incurred. Later the government of Uttar Pradesh announced that
the JJSK set up will be funded officially by the MGNREGA allocations.
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances
Pensions
Researched and documented by
OneWorld Foundation India
Transparency and Accountability
Jhansi Jan Suvidha Kendra
engineering of service delivery at multiple levels. Scientific grievance handling took the
administration standard to the level way ahead of conventional top-down and bureaucratic
one. Now a common man fins answer to his query in a simple phone call. The service is made
available 24x7x365 where the centre takes all necessary care to ensure constant communication
with the aggrieved person and the concerned officer from first step to the last step. Internet
generated automatic daily SMSs keep the stakeholders informed and updated about the status
es of all the registered grievances of their department and the district as a whole. 100
percent cross verification of disposal details and regular monitoring of disposal, pendency and
defaulted cases not only guarantee end users satisfaction and quality disposal but also bring in
the much needed change in the work culture of the government administration.
JJSK administrators lay special emphasis on the continuous process of educating and
sensitising the officers and staff responsible for bringing in attitudinal changes in addressing
the complaints of the citizens.
JJSK emphasises immensely on the aspect of capacity building as a road to sustainable and
progressive development. New ideas, technologies, methods, mergers are constantly tried in
invest and rejuvenate the programme to be the best model of good governance.
Team building, collective responsibility taking and democratic decision making are major
pillars of JJSK that have been catalysing systematic and integrated service delivery to t
The cost effective and locally administered model that ensures effortless replicability
As mentioned earlier in the background that at the time of conception the programme had
shortage of funding as it was solely a local initiative conceived by the district administration
and has no separate fund of its own. The Jhansi administration however didnt take much
longer to overcome this financial hurdle as it went ahead to share the resources with already
evance redressal system called Lokvani. Later on the administration utilised a
section of funds allocated under Mahatma Gandhi National Rural Employment Guarantee Act
(MGNREGA), National Rural Health Mission (NRHM) and Total Sanitation Campaign for
trative expenditure incurred. Later the government of Uttar Pradesh announced that
the JJSK set up will be funded officially by the MGNREGA allocations.
Case Study Transparency and Accountability
Jhansi Jan Suvidha Kendra
June 2011
9
vels. Scientific grievance handling took the
down and bureaucratic
one. Now a common man fins answer to his query in a simple phone call. The service is made
ntre takes all necessary care to ensure constant communication
with the aggrieved person and the concerned officer from first step to the last step. Internet
generated automatic daily SMSs keep the stakeholders informed and updated about the status
es of all the registered grievances of their department and the district as a whole. 100
percent cross verification of disposal details and regular monitoring of disposal, pendency and
disposal but also bring in
the much needed change in the work culture of the government administration.
JJSK administrators lay special emphasis on the continuous process of educating and
tudinal changes in addressing
JJSK emphasises immensely on the aspect of capacity building as a road to sustainable and
progressive development. New ideas, technologies, methods, mergers are constantly tried in
invest and rejuvenate the programme to be the best model of good governance.
Team building, collective responsibility taking and democratic decision making are major
pillars of JJSK that have been catalysing systematic and integrated service delivery to the best
The cost effective and locally administered model that ensures effortless replicability
As mentioned earlier in the background that at the time of conception the programme had
local initiative conceived by the district administration
and has no separate fund of its own. The Jhansi administration however didnt take much
longer to overcome this financial hurdle as it went ahead to share the resources with already
evance redressal system called Lokvani. Later on the administration utilised a
section of funds allocated under Mahatma Gandhi National Rural Employment Guarantee Act
(MGNREGA), National Rural Health Mission (NRHM) and Total Sanitation Campaign for
trative expenditure incurred. Later the government of Uttar Pradesh announced that
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
The JJSK thus provides a
cost of its establishment and the maintenance cost are very low and
can be arranged through various development schemes running in
the region. Since March 2010 complaints received in other system of
grievance re
being registered under JJSK and treated in the exactly same
procedure as in the call based JJSK forum.
The Election Commission of India has replicated the model to
register complaints related to the el
landline phones from anywhere 24x7 in the states of Tamil Nadu,
Kerala, Pondicherry and West Bengal that went to poll in the month
of April 2011. The Election Commission is also planning to extend
the model to another 7 sta
After the elections these centres will move beyond redressing
election related complaints to address wide range of administrative
and public service delivery related issues.
This has been successfully replicated
Corporation Ltd since last six month, in Uttar Pradesh Housing
Board that is running from last one year, in the Board of Revenue
since last six months again. Government bodies such as Jhansi
Development Authority, Mid Day Meal Direc
Department, Civil Defence Department, North Central Railway
(Jhansi Division), Bharat Heavy Electrical Ltd., Civil Defence
Department U.P., State Information Commission U.P., Local Bodies
Directorate U.P etc have already set trials to replic
The government of Uttar Pradesh has recently ordered replicating
the model in all other districts for improving delivery of public
services in drinking water, electricity, hygiene/ sanitation, food and
civil supplies, social sector sche
Tackling challenges to march ahead in the road to good
governance
Apart from the issues of funding and man power shortage, two
major challenges faced in implementing JJSK were in changing mind sets of the administrators
JJSK for effective
implementation of MGNREGA
in Jhansi
1. The simple procedure for
lodging complaint has helped the
poor job card holders in seeking
grievance redressal through a
simple phone call.
2. Officers promptly receive
categorised complaint details
ensuring that no complaint will
go unnoticed. Verification of
disposal reports by the staff and
occasionally by the D.M. ensures
quality in grievance redressal.
3. As every disposal report
contains the details of the staff
that personally has to meet the
aggrieved person to solve the
problem, it keeps the officer
liable to provide prompt and
satisfactory solution. Fear of
being watched has reduced
corruption among Pradhans,
Rozgar Sevaks, Panchayat
Secretaries.
4. This effective grievance
redressal mechanism has given a
voice to the common man,
reducing the influence of middle
man taking bribes to solve a
problem.
5. There is a huge improvement
in the performance of banks in
terms of opening of accounts,
clearing of cheques, making
payments etc as the JJSK has been
resolving most of the issues
related to these services under
MGNREGA.
6. It has ensured transparency
and accountability as the data of
JJSK is made available on the
internet for all and hard copies of
all the complaints and action
taken are also maintained
systematically
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances
Pensions
Researched and documented by
OneWorld Foundation India
Transparency and Accountability
Jhansi Jan Suvidha Kendra
The JJSK thus provides a viable model to be replicated as the initial
cost of its establishment and the maintenance cost are very low and
can be arranged through various development schemes running in
the region. Since March 2010 complaints received in other system of
grievance redressal such as the Tehsil Divas and Lokvani are also
being registered under JJSK and treated in the exactly same
procedure as in the call based JJSK forum.
The Election Commission of India has replicated the model to
register complaints related to the election process through mobile or
landline phones from anywhere 24x7 in the states of Tamil Nadu,
Kerala, Pondicherry and West Bengal that went to poll in the month
of April 2011. The Election Commission is also planning to extend
the model to another 7 states that will go to poll next year in 2012.
After the elections these centres will move beyond redressing
election related complaints to address wide range of administrative
and public service delivery related issues.
This has been successfully replicated in Uttar Pradesh Power
Corporation Ltd since last six month, in Uttar Pradesh Housing
Board that is running from last one year, in the Board of Revenue
since last six months again. Government bodies such as Jhansi
Development Authority, Mid Day Meal Direc
Department, Civil Defence Department, North Central Railway
(Jhansi Division), Bharat Heavy Electrical Ltd., Civil Defence
Department U.P., State Information Commission U.P., Local Bodies
Directorate U.P etc have already set trials to replic
The government of Uttar Pradesh has recently ordered replicating
the model in all other districts for improving delivery of public
services in drinking water, electricity, hygiene/ sanitation, food and
civil supplies, social sector schemes.
Tackling challenges to march ahead in the road to good
governance
Apart from the issues of funding and man power shortage, two
major challenges faced in implementing JJSK were in changing mind sets of the administrators
Case Study Transparency and Accountability
Jhansi Jan Suvidha Kendra
June 2011
10
viable model to be replicated as the initial
cost of its establishment and the maintenance cost are very low and
can be arranged through various development schemes running in
the region. Since March 2010 complaints received in other system of
dressal such as the Tehsil Divas and Lokvani are also
being registered under JJSK and treated in the exactly same
The Election Commission of India has replicated the model to
ection process through mobile or
landline phones from anywhere 24x7 in the states of Tamil Nadu,
Kerala, Pondicherry and West Bengal that went to poll in the month
of April 2011. The Election Commission is also planning to extend
tes that will go to poll next year in 2012.
After the elections these centres will move beyond redressing
election related complaints to address wide range of administrative
in Uttar Pradesh Power
Corporation Ltd since last six month, in Uttar Pradesh Housing
Board that is running from last one year, in the Board of Revenue
since last six months again. Government bodies such as Jhansi
Development Authority, Mid Day Meal Directorate, Police
Department, Civil Defence Department, North Central Railway
(Jhansi Division), Bharat Heavy Electrical Ltd., Civil Defence
Department U.P., State Information Commission U.P., Local Bodies
Directorate U.P etc have already set trials to replicate the JJSK model.
The government of Uttar Pradesh has recently ordered replicating
the model in all other districts for improving delivery of public
services in drinking water, electricity, hygiene/ sanitation, food and
Tackling challenges to march ahead in the road to good
Apart from the issues of funding and man power shortage, two
major challenges faced in implementing JJSK were in changing mind sets of the administrators
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
and the staff responsible for
redressal. Whenever a new system is put in place it takes time to gain acceptance as always the
workers are dubious of its functions and take it as an additional work. On the part of the
citizens it was even harder to convince them that they would actually get their grievances
redressed by simply making a phone call.
The Jhansi administration took help of sensitisation sessions to build in a positive mind set
among the administrative staff. Ample
popularise the mechanism among common citizens. Advertisements are put up in the local
newspapers, SMSs are sent out, displayed in boards in all the primary and secondary schools,
and colleges, and also hoardings are flashed across the district to gain visibility and to educate
the citizens regarding its working design and usability.
On 10 June 2009 when the JJSK was started 14 complaints were registered on that very day.
Now it has increased massively
11.06.2011 the grievance details of JJSK read as: total complaint received: 38438, total disposed:
36745 (95.6%), total pending complaints: 59 (0.15%), and total defaulter complaints (the ones
that cant be addressed within a short period like those related to budgetary allocations, for
example the demand for road construction): 1575 (4.1%). That implies that from June 2009 to
June 2011, it has redressed the grievances of around 38, 000 familie
complainant. JJSK was awarded with prestigious NASSCOM Social Innovation Honours 2010
by NASSCOM foundation under ICT led innovation in e
Society of India also awards JJSK for Excellence in e
This successful project has brought public service delivery to peoples door step building the
bridge between government and citizens.
Recently JJSK started utilising the forum in order to cross check the functioning of women
specific schemes in the region. It is conceiving a detailed communication plan where it will
gather the entire set of information concerning the contact details of the government officials,
public representatives and eminent personalities of the region. This exhaustive inform
compiled will be put to use by common public and to verify the working of all the government
projects going on in the remotest regions of the state.
Research was carried out by OneWorld Foundation India (OWFI), Governance Knowledge Centre (GKC) team.
Documentation was created by
For further information, please contact
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances
Pensions
Researched and documented by
OneWorld Foundation India
Transparency and Accountability
Jhansi Jan Suvidha Kendra
and the staff responsible for addressing the grievance and of the general public seeking
redressal. Whenever a new system is put in place it takes time to gain acceptance as always the
workers are dubious of its functions and take it as an additional work. On the part of the
it was even harder to convince them that they would actually get their grievances
redressed by simply making a phone call.
The Jhansi administration took help of sensitisation sessions to build in a positive mind set
among the administrative staff. Ample measures have been taken at the community level to
popularise the mechanism among common citizens. Advertisements are put up in the local
newspapers, SMSs are sent out, displayed in boards in all the primary and secondary schools,
ardings are flashed across the district to gain visibility and to educate
the citizens regarding its working design and usability.
On 10 June 2009 when the JJSK was started 14 complaints were registered on that very day.
Now it has increased massively with an average registration of 60-70 complaints per day. As on
11.06.2011 the grievance details of JJSK read as: total complaint received: 38438, total disposed:
36745 (95.6%), total pending complaints: 59 (0.15%), and total defaulter complaints (the ones
that cant be addressed within a short period like those related to budgetary allocations, for
example the demand for road construction): 1575 (4.1%). That implies that from June 2009 to
June 2011, it has redressed the grievances of around 38, 000 families up to the satisfaction of the
complainant. JJSK was awarded with prestigious NASSCOM Social Innovation Honours 2010
by NASSCOM foundation under ICT led innovation in e-Governance category. Computer
Society of India also awards JJSK for Excellence in e-Governance.
This successful project has brought public service delivery to peoples door step building the
bridge between government and citizens.
Recently JJSK started utilising the forum in order to cross check the functioning of women
the region. It is conceiving a detailed communication plan where it will
gather the entire set of information concerning the contact details of the government officials,
public representatives and eminent personalities of the region. This exhaustive inform
compiled will be put to use by common public and to verify the working of all the government
projects going on in the remotest regions of the state.
Research was carried out by OneWorld Foundation India (OWFI), Governance Knowledge Centre (GKC) team.
Documentation was created by Research Associate, Ajupi Baruah
For further information, please contact Naimur Rahman, Director, OWFI, at [email protected]
Case Study Transparency and Accountability
Jhansi Jan Suvidha Kendra
June 2011
11
addressing the grievance and of the general public seeking
redressal. Whenever a new system is put in place it takes time to gain acceptance as always the
workers are dubious of its functions and take it as an additional work. On the part of the
it was even harder to convince them that they would actually get their grievances
The Jhansi administration took help of sensitisation sessions to build in a positive mind set
measures have been taken at the community level to
popularise the mechanism among common citizens. Advertisements are put up in the local
newspapers, SMSs are sent out, displayed in boards in all the primary and secondary schools,
ardings are flashed across the district to gain visibility and to educate
On 10 June 2009 when the JJSK was started 14 complaints were registered on that very day.
70 complaints per day. As on
11.06.2011 the grievance details of JJSK read as: total complaint received: 38438, total disposed:
36745 (95.6%), total pending complaints: 59 (0.15%), and total defaulter complaints (the ones
that cant be addressed within a short period like those related to budgetary allocations, for
example the demand for road construction): 1575 (4.1%). That implies that from June 2009 to
s up to the satisfaction of the
complainant. JJSK was awarded with prestigious NASSCOM Social Innovation Honours 2010
Governance category. Computer
This successful project has brought public service delivery to peoples door step building the
Recently JJSK started utilising the forum in order to cross check the functioning of women
the region. It is conceiving a detailed communication plan where it will
gather the entire set of information concerning the contact details of the government officials,
public representatives and eminent personalities of the region. This exhaustive information
compiled will be put to use by common public and to verify the working of all the government
Research was carried out by OneWorld Foundation India (OWFI), Governance Knowledge Centre (GKC) team. jupi Baruah
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
References 1. EC to take Jhansi model to south
jhansi-model-to-south/744953/
2. Jhansi Jan Suvidha Kendra website:
3. Jhansi Jan Suvidha Kendra
suvidha-kendra
4. Jhansi Jan Suvidha Kendra,
5. Jhansi Jan Suvidha Kendra: Improving governance,
http://www.bundelkhand.in/ICT/JHANSI
6. Shekhar, Raj. Jhansi District, Uttar Pradesh,
egovernanceawards.org/projects09
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances
Pensions
Researched and documented by
OneWorld Foundation India
Transparency and Accountability
Jhansi Jan Suvidha Kendra
EC to take Jhansi model to south http://www.expressindia.com/latest
south/744953/
Jhansi Jan Suvidha Kendra website: http://www.jhansi.nic.in/jjsk.ht
Jhansi Jan Suvidha Kendra http://www.stockholmchallenge.org/project/2010/jhansi
Jhansi Jan Suvidha Kendra, http://www.eindia.ne.in
Jhansi Jan Suvidha Kendra: Improving governance,
http://www.bundelkhand.in/ICT/JHANSI-JAN- SUVIDHA-KENDRA
Shekhar, Raj. Jhansi District, Uttar Pradesh, http://www.esinihilent
ds.org/projects09- 10/Section4/Sec4-Chapter38.pd
Case Study Transparency and Accountability
Jhansi Jan Suvidha Kendra
June 2011
12
http://www.expressindia.com/latest-news/ec-to-take-
http://www.jhansi.nic.in/jjsk.htm
http://www.stockholmchallenge.org/project/2010/jhansi-jan-
Jhansi Jan Suvidha Kendra: Improving governance,
KENDRA-JJSK
http://www.esinihilent-
Chapter38.pdf
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Appendix A Interview QuestionnaireBackground:
1. What was the reason behind the conception of this
in the conventional grievance redressal method? If yes, what were they and how does JJSK
seek to address them?
Working design:
2. Please elaborate on the technology used in the project? Is it cost effective and easily
replicable?
3. What are the types of grievances addressed by JJSK?
4. We have found in the desk research that the complaints are assigned to different
categories of A/B/C depending upon the severity of the complaint? Can you please
explain this step with some
5. Is there any measure undertaken to ensure delivery of service within a stipulated time?
If yes, then please explain on the measures taken.
6. Who is the target group? How was the programme popularised among them?
7. According to our research JJSK
resources required were arranged at the local level. How was this achieved? What is the
status of funding now? Is it solely run by the district administration?
8. Who are the other stakeholders? What are their roles in the project?
Lessons learnt:
9. What are the major milestones of JJSK?
10. Please furnish some data on
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances
Pensions
Researched and documented by
OneWorld Foundation India
Transparency and Accountability
Jhansi Jan Suvidha Kendra
Interview Questionnaire
1. What was the reason behind the conception of this programme? Were there shortcomings
in the conventional grievance redressal method? If yes, what were they and how does JJSK
Please elaborate on the technology used in the project? Is it cost effective and easily
What are the types of grievances addressed by JJSK?
We have found in the desk research that the complaints are assigned to different
categories of A/B/C depending upon the severity of the complaint? Can you please
explain this step with some example?
Is there any measure undertaken to ensure delivery of service within a stipulated time?
If yes, then please explain on the measures taken.
Who is the target group? How was the programme popularised among them?
According to our research JJSK didnt have a separate fund for itself and all the
resources required were arranged at the local level. How was this achieved? What is the
status of funding now? Is it solely run by the district administration?
Who are the other stakeholders? What are their roles in the project?
What are the major milestones of JJSK?
Please furnish some data on
Case Study Transparency and Accountability
Jhansi Jan Suvidha Kendra
June 2011
13
programme? Were there shortcomings
in the conventional grievance redressal method? If yes, what were they and how does JJSK
Please elaborate on the technology used in the project? Is it cost effective and easily
We have found in the desk research that the complaints are assigned to different
categories of A/B/C depending upon the severity of the complaint? Can you please
Is there any measure undertaken to ensure delivery of service within a stipulated time?
Who is the target group? How was the programme popularised among them?
didnt have a separate fund for itself and all the
resources required were arranged at the local level. How was this achieved? What is the
status of funding now? Is it solely run by the district administration?
Who are the other stakeholders? What are their roles in the project?
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
No of complaints registered every month
No of complaints addressed every month
No of complaints
11. Please share the challenges faced in implementing the project.
12. Has it been replicated in any other department/ organisation/state?
13. Are there plans for adding new features to JJSK project? What are the future prospects
of the project?
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances
Pensions
Researched and documented by
OneWorld Foundation India
Transparency and Accountability
Jhansi Jan Suvidha Kendra
No of complaints registered every month
No of complaints addressed every month
No of complaints registered and addressed from June 2009 till date
Please share the challenges faced in implementing the project.
Has it been replicated in any other department/ organisation/state?
Are there plans for adding new features to JJSK project? What are the future prospects
Case Study Transparency and Accountability
Jhansi Jan Suvidha Kendra
June 2011
14
registered and addressed from June 2009 till date
Has it been replicated in any other department/ organisation/state?
Are there plans for adding new features to JJSK project? What are the future prospects