jhansi jan suvidha kendra - governance in india · world.net.in owsa@one world.net june 2011...

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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


Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances

Pensions

Researched and documented by




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Interview Questionnaire ................................................................

Case Study Transparency and Accountability


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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



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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



region like Uttar Pradesh. The state has few functional public grievance redressal mechanisms



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



Development Officers and other senior officers to make their grievances heard. E



hift in the system of public grievances redressal, the Jhansi administration developed the


Informatics Centre (NIC). Any person from anywhere within the district


and administrative provisions.


lephone to communicate directly to the concerned officers in JJSK for seeking


categorisation of complaints so that every complaint is noticed and treated with the necessar



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


was awarded with prestigious NASSCOM Social Innovation Honours 2



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Jhansi district situating on the south western part of Uttar Pradesh comprises of 5 tehsils, 8

ter and a population of



tate has few functional public grievance redressal mechanisms



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



grievances heard. E-kiosk is also



hift in the system of public grievances redressal, the Jhansi administration developed the


Informatics Centre (NIC). Any person from anywhere within the district can call this centre on



lephone to communicate directly to the concerned officers in JJSK for seeking


categorisation of complaints so that every complaint is noticed and treated with the necessary



JSK on an average registers 60 to 70 complaints per day. From June 2009 to June 2011, it has


was awarded with prestigious NASSCOM Social Innovation Honours 2010 by NASSCOM




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



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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



extend the model to another 7 states of India. After elections these centres will move beyond


service delivery related issues.


desh. Jhansi Development Authority, Mid Day Meal Directorate, Police



eady set trials to replicate the JJSK model. The government of Uttar Pradesh has


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



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Governance category. JJSK is also awarded by the

The Election Commission of India has replicated the model to register complaints related to the



res will move beyond



desh. Jhansi Development Authority, Mid Day Meal Directorate, Police



eady set trials to replicate the JJSK model. The government of Uttar Pradesh has


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




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.



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offices to register their grievances and seek redressal for the same. The findings depicted that 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


disposing of grievance redressal by the administration, JJSK was conceived.


deploys the most readily available, simple and cost effective ICT tool

landline/mobile phone for cutting age grievance redressal. Any person from any




quired were arranged at the local level. The infrastructural needs were met by



is to run the programme. JJSK thus registered itself as a society under the Society


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


providing services in a professional and citizen-friendly environment.

JJSK is developed by the district administration of Jhansi, Uttar Pradesh with the


June 2009 in the Jhansi district.



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findings depicted that a



In order to address this time consuming, tiring, exploitative and costly process of complaint


was conceived.


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




quired were arranged at the local level. The infrastructural needs were met by



is to run the programme. JJSK thus registered itself as a society under the Society


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


friendly environment.

JJSK is developed by the district administration of Jhansi, Uttar Pradesh with the technical





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



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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



ints are assigned to different categories depending upon the severity of





addressed under category B. Category C has the individual and demand oriented complaints

such as the demands for pension, house, employment and so on.


bearing details of his complaint number, category, officer to whom it is mar







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free number and register his

re the details of the grievance are recorded automatically as an



ints are assigned to different categories depending upon the severity of





nd oriented complaints


bearing details of his complaint number, category, officer to whom it is marked and the target








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.



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to emphasise on the nature of urgency. Green sheet is for A category complaints, blue for B



Sometimes field visits are also carried out if the need arises.



default complaint as soon as possible. The aggrieved person gets one SMS


followed in redressing the grievance assigned to him. Cross verification of

each and every complaint is carried out positively. The centre calls every aggrieved



Chairman of JJSK regularly calls the complainants to review the



SK is extremely cost effective and a very simple one to be



connection, web server, three telephone lines with caller ID, one fax



computer operators and one class-IV employee are assigned duties in JJSK to run the

project in shifts of eight hours.


practice because the grievance redressal mechanism presents a new approac


demand quick and efficient solution to their grievance.



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tegory complaints, blue for B





default complaint as soon as possible. The aggrieved person gets one SMS as well.


followed in redressing the grievance assigned to him. Cross verification of disposal details of

centre calls every aggrieved



Chairman of JJSK regularly calls the complainants to review the



SK is extremely cost effective and a very simple one to be



ree telephone lines with caller ID, one fax-machine and a



IV employee are assigned duties in JJSK to run the


practice because the grievance redressal mechanism presents a new approach to public





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.



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document.Conducting desk based secondary research, available



JJSK . In order to validate the secondary research findings, the team adopted the



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,


Use of popular ICT tool for efficient governance

le phones, especially mobile phones are rapidly becoming an indispensable part of a human


extraordinary pace across the globe, including in the rural areas of India as



that would mitigate not only the equipment cost, infrastructural lack, logistical problem but



ntification services, mobile email and internet services, voice logger services,



June 2011

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document.Conducting desk based secondary research, available



econdary research findings, the team adopted the



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,


le phones, especially mobile phones are rapidly becoming an indispensable part of a human


extraordinary pace across the globe, including in the rural areas of India as well. It has



uctural lack, logistical problem but



ntification services, mobile email and internet services, voice logger services,




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



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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



It records each and every incoming and out going call automatically and



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



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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



y incoming and out going call automatically and



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-




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.



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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


available 24x7x365 where the centre takes all necessary care to ensure constant communication



es of all the registered grievances of their department and the district as a whole. 100


defaulted cases not only guarantee end users satisfaction and quality disposal but also bring in



sensitising the officers and staff responsible for bringing in attitudinal changes in addressing

the complaints of the citizens.



invest and rejuvenate the programme to be the best model of good governance.


pillars of JJSK that have been catalysing systematic and integrated service delivery to t



shortage of funding as it was solely a local initiative conceived by the district administration



evance redressal system called Lokvani. Later on the administration utilised a



trative expenditure incurred. Later the government of Uttar Pradesh announced that

the JJSK set up will be funded officially by the MGNREGA allocations.



June 2011

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vels. Scientific grievance handling took the

down and bureaucratic


ntre takes all necessary care to ensure constant communication



es of all the registered grievances of their department and the district as a whole. 100


disposal but also bring in



tudinal changes in addressing



invest and rejuvenate the programme to be the best model of good governance.


pillars of JJSK that have been catalysing systematic and integrated service delivery to the best



local initiative conceived by the district administration



evance redressal system called Lokvani. Later on the administration utilised a



trative expenditure incurred. Later the government of Uttar Pradesh announced that




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



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The JJSK thus provides a viable model to be replicated as the initial




grievance redressal such as the Tehsil Divas and Lokvani are also


procedure as in the call based JJSK forum.


register complaints related to the election process through mobile or




the model to another 7 states that will go to poll next year in 2012.



and public service delivery related issues.

This has been successfully replicated in Uttar Pradesh Power




Development Authority, Mid Day Meal Direc




Directorate U.P etc have already set trials to replic




civil supplies, social sector schemes.


governance





June 2011

10

viable model to be replicated as the initial




dressal such as the Tehsil Divas and Lokvani are also



ection process through mobile or




tes that will go to poll next year in 2012.



in Uttar Pradesh Power




Development Authority, Mid Day Meal Directorate, Police




Directorate U.P etc have already set trials to replicate the JJSK model.










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



Pensions





and the staff responsible for addressing the grievance and of the general public seeking



it was even harder to convince them that they would actually get their grievances

redressed by simply making a phone call.


among the administrative staff. Ample measures have been taken at the community level to



ardings are flashed across the district to gain visibility and to educate

the citizens regarding its working design and usability.


Now it has increased massively with an average registration of 60-70 complaints per day. As on





June 2011, it has redressed the grievances of around 38, 000 families up to the satisfaction of the


by NASSCOM foundation under ICT led innovation in e-Governance category. Computer

Society of India also awards JJSK for Excellence in e-Governance.


bridge between government and citizens.


the region. It is conceiving a detailed communication plan where it will


public representatives and eminent personalities of the region. This exhaustive inform


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]



June 2011

11

addressing the grievance and of the general public seeking



it was even harder to convince them that they would actually get their grievances


measures have been taken at the community level to



ardings are flashed across the district to gain visibility and to educate


70 complaints per day. As on





s up to the satisfaction of the


Governance category. Computer



the region. It is conceiving a detailed communication plan where it will


public representatives and eminent personalities of the region. This exhaustive information


Research was carried out by OneWorld Foundation India (OWFI), Governance Knowledge Centre (GKC) team. jupi Baruah

[email protected]




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



Pensions





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



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




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



Pensions





Interview Questionnaire

1. What was the reason behind the conception of this programme? Were there shortcomings


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


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



Who are the other stakeholders? What are their roles in the project?

What are the major milestones of JJSK?

Please furnish some data on



June 2011

13

programme? Were there shortcomings


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


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



Who are the other stakeholders? What are their roles in the project?




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?



Pensions





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



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

jhansi jan suvidha kendra - governance in india · world.net.in owsa@one world.net june 2011...

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