1. Grievances Redressal Management System
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IN AGRA
AGRA NAGAR NIGAM, AGRA
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2. INDEX Sr. No. Subject Page No. 1 Project 3 2 Benefit of Project
List of type of Compliants
4-5 4
Procedure for registering the compliant
6-7 5
How It Works ? 8 6
Citizen Grievance Redressal Management System 9 7
Online Complaint Form 10
Complaint Submission Output 11
Online Complaint Submission Output : SMS 12
Complaint Submission : Municipal Actions
13-19
Complaint Status : Citizen Review 20
Complaint Status : Status Report 21 13
Reports 22 14
News Paper Cutting
23-25

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2- mudh leL;k dk fujkdj.k fcuk fdlh n¶rj tk, gks ldsxkA
3- uxj fuxe ds Vksy Qzh uEcj ij f'kdk;rdrkZ ?kj ls gh fu%'kqYd f'kdk;r
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5- ukxfjdksa dk uxj fuxe ds Åij fo'okl c<+k gS rFkk blls uxj fuxe
,oa 'kklu dh Nfo vPNh gqbZ gSA
6- leL;k dk fujkdj.k igys dh vis{kk esa de le; esa gksrk gSA
7- f'kdk;rdrkZ ls fujkdj.kdrkZ Qksu ij leL;k ds lEcU/k
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4. 3- ;kstuk ds vUrxZr p;fur f'kdk;rksa dh lwph %&
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fdlh O;fDr }kjk esa dwMk Mkyus dh f'kdk;r 5
fdlh O;fDr }kjk lkoZtfud LFky ij dwMk Mkyus dh f'kdk;r 6
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ukykukyh lQkbZ u gksus dh f'kdk;r 9
e`r i'kqvksa ds 'ko dks gVokus ds laca/k esa f'kdk;r 10
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5. 13
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lkoZtfud lM+dksa o iVfj;ksa ij eyok Mkyus dh f'kdk;r 15
jksM+ dfVax gsrq izkFkZuk i=ksa dk 16
igys ls yxh fQfVax ds u tyus dh f'kdk;r
02 fnu 17
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diV iw.kZ vFkok ckyk&ckyk x;s uke ds fo:¼ f'kdk;r
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lEifRr dj fu/kkZj.k esa Hksts x;s uksfVl ij izkIr gksus okyh vkifRr;ksa dk fuLrkj.k 20
[kjkc gS.M iEiksa ls lacaf/kr f'kdk;r 21
vke jkLrs esa voS/k lhoj VSad cukus ds laca/k esa f'kdk;r
rRdky 22
ikuh dk yhdst
01 fnu 23
ikuh u vkus dh f'kdk;r 24
ikuh xUnk vkus dh f'kdk;r 25
ty Hkjko dh f'kdk;r 26
gS.M iEi vkfn [kjkc gksus dh f'kdk;r 27
lhoj ¶yks gksus dh f'kdk;r 28
lhoj dk <Ddu [kqyk gksus dh f'kdk;r 29
lhoj fMi dh f'kdk;r 30
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=qfViw.kZ fcy ds la'kks/ku dh f'kdk;r 32
NwVs gq, edkuksa ds dj fu/kkZj.k dh f'kdk;r 33
fcy u izkIr gksus dh f'kdk;r 34
vfrdze.k djus dh f'kdk;r 35
jgs fuekZ.k dk;ksZ dh xq.koRrk ls lacaf/kr f'kdk;r 36
LVªhV ykbV dk vku&vkQ Lohp [kjkc gksus dh f'kdk;r 37
LVªhV ykbV fnu esa tyrh jgus dh f'kdk;r

6. 4- tuleL;k ntZ djus dh fof/k %&
1- f'kdk;r dks ntZ djus ds fy, Vksy Qzh ua0 ij rSukr vf/kdkjh }kjk f'kdk;rdrkZ ls mldk uke] irk] eksckby ua0 o mldh leL;k iwNh tkrh gSA 2- mDr leL;k ds fooj.k dks uxj fuxe dh osclkbV ij fu/kkZfjr izk:i vkWuykbu rSukr vf/kdkjh }kjk QhM dj fn;k tkrk gSA mDr pkjksa fooj.k QhM djrs gh 2 eSlst vkWVksesfVd izsf"kr gksrs gSa ,d eSlst f'kdk;rdrkZ ds ikl tkrk gS ftlesa f'kdk;r dk ua0] f'kdk;r fuokj.k djus okys vf/kdkjh dk uke o mldk eksckby ua0 vafdr gksrk gSA nwljk eSlst f'kdk;r fuokj.k djus okys vf/kdkjh ds eksckby ij tkrk gS ftlesa f'kdk;rdrkZ dk uke] eksckby ua0 o la{ksi esa f'kdk;r vafdr gksrh gSA 3- f'kdk;r fuokj.k vf/kdkjh dks eSlst izkIr gksrs gh f'kdk;rdrkZ ds eksckby ij okrkZ dj leL;k dh foLr`r tkudkjh izkIr dh tkrh gSA f'kdk;r fuokj.k vf/kdkjh fu/kkZfjr izk:i ftlds ikVZ ,] ch] lh esa ls ikVZ&, ij f'kdk;rdrkZ }kjk crk;s x;s pkjks fooj.k vafdr gksrs gSa rFkk ikVZ ch esa f'kdk;r fuokj.k vf/kdkjh f'kdk;r fuokj.k dh fVIi.kh vafdr djrs gSa rFkk ikVZ&lh uxj vk;qDr }kjk Lo;a f'kdk;rdrkZ ls nwjHkk"k ij okrkZ dj leL;k ds fuokj.k dh tkudkjh yh tkrh gSA f'kdk;rdrkZ }kjk f'kdk;r fuokj.k dh iqf"V djus ij f'kdk;r dks fuLrkfjr fd;k tkrk gSA

7. 4- f'kdk;rksa ds fujkdj.k mijkUr 'kr izfr'kr lR;kiu f'kdk;rdrkZ ls fd;k tkrk gSA 5- f'kdk;r fuokj.k vf/kdkjh ls fjiksVZ izkIr gksus rFkk f'kdk;r ds fuokj.k dk lR;kiu fd;s tkus ds ckn iqu% dEI;wVj esa QhM dh tkrh gS ftlds mijkUr fuLrkj.k dk lans'k f'kdk;rdrkZ ds ikl mlds eksckby ij igqWp tkrk gSA 6- ftu O;fDr;kas ds ikl bUVjusV dh lqfo/kk gS og vkWuykbu f'kdk;r uxj fuxe dh osclkbV ij ntZ djk ldrk gSA 7- fdlh Hkh f'kdk;r ds fuokj.k dh fLFkfr dh tkudkjh ds fy, uxj fuxe dh osclkbV ij tkdj dEiysUV ds LVsVl dh tkudkjh dj ldrk gSA 8- ;g O;oLFkk uxj fuxe] vkxjk esa fnukad ls ykxw dj nh x;h gSA

8. 5. How It Works ? Citizen can Lodge their complains by two mediums
1. Online by visiting
2. Calling on toll free no

9. 6. Citizen Grievance Redressal Management System, Agra

10. 7. Online Complaint Form

11. 8. Complaint Submission Output
Once All the details are submitted by the citizens, The system generates a UNIQUE No. for future references of the complaint status. It helps the citizen and corporation to track the status of the complaint. System also informs the citizen about the designated officer / employee responsible for the redressal of his complaint. System also informs the No. of days in which the complaint will be resolved.

12. 9. Online Complaint Submission Output : SMS
System also generates a Text Messages and sends it to the Citizen’s Mobile No. mentioned while registering the complain with all the relevant details.

13. 10.1 Complaint Submission : Municipal Actions
•» All complaints are send to respective departments managed by System Admin.

14. 10.2 Complaint Submission : Municipal Actions
•» Every Department has its own User ID & Password to Log in and Review / Access the details of the complaints.

15. 10.3 Complaint Submission : Municipal Actions
•» Once Logged in, Each department can see complaints of their department only. All Complaints are listed on the console.

16. 10.4 Complaint Submission : Municipal Actions
•» Departments can see the detailed view of each complaints.

17. 10.5 Complaint Submission : Municipal Actions
•» Departments can take the printout of each complain and send it to the concerned employee for Redressal.

18. 10.6 Complaint Submission : Municipal Actions
•» Once a particular complaint is resolved, the departmental officer updates it status on the printed sheet and that is submitted to the Operator for Updating.

19. 10.7 Complaint Submission : Municipal Actions
•» Once a particular complaint Disposed, its status is updated automatically as resolved.

20. 11. Complaint Status : Citizen Review
•» Citizen can also review the status of the complaint lodged by him using the unique complaint no.

21. 12. Complaint Status : Status Report
•» Citizen can also review the status of the complaint lodged by him using the unique complaint no.

22. 13. Reports
•» System Generates All type of reports for monitoring and operation.

23. nSfud lekpkj i=ksa dh dfVax

24. fnukad 15&08&2012 dks nSfud v[kckj vafdpu Hkkjr esa lekpkj

25. fnukad 19&08&2012 dks nSfud v[kckj nSfud tkxj.k esa lekpkj

26. ;g O;oLFkk Jh Mh0 ds0 flag rRdkyhu uxj vk;qDr] cjsyh orZeku uxj vk;qDr] vkxjk }kjk cjsyh uxj fuxe esa ekWMy ds :i esa izkjEHk dh xbZ Fkh] ftls iwjs izns”k esa ykxw djus gsrq “kklu }kjk “kklukns”k tkjh fd;k ,oa Jh fnus”k dqekj flag uxj vk;qDr dks iz”kfLr i= fn;k gSA

28. Birth Death