Public Grievance Redressal System “Samadhan” Url:-http://ceobihar.nic.in/ CEO, Bihar
Previous system for Grievance redressal Complaints received off line by CEO/DEO/RO/ERO Helpline complaints recorded in excel No provision for online/mobile/SMS based complaint mechanism Traditional manual monitoring mechanism
Samadhan – Public grievance redressal system Samadhan conceptualized as a comprehensive system Multiple modes for receiving complaints Software provides for online processing of complaints Monitoring and alert mechanism built in Public can track and see ATR
SOURCES OF COMPLAINTS ECI – both email/PGRS – login level integration in process Helpline – CEO (18003451950) and DEO level (1950) SMS – on 56677 Online through CEO Bihar website Android based mobile app Complaints received by CEO/DEO/RO/ERO – email/fax/post/physically All complaints received offline entered into Samadhan SMS acknowledgement sent on receipt of complaint
NATURE OF COMPLAIN CONDUCT OF ELECTION MCC ROLL/EPIC ELECTION EXPENDITURE GOVERNMENT OFFICIAL OTHERS Election office Media advertisement Form-6 Distribution of liquor Election related Polling Station Poster/Hoarding Form-7 Distribution of Cash/Gift/Coupon Others Conduct of election Election rallies Form-8 Expenditure of candidate Misuse of govt. vehicle Form-8A Election expenditure of parties Collection of fire arms Epic not received General complaints Error in epic
Mobile app based complaints Samadhan mobile app available for download on CEO Bihar website/ Google play store. User friendly app – provides for making all election related complaints including MCC/EEM Provision for uploading photo/video GIS location of the complainant automatically captured
Flying squads (FS) Provision for forwarding complaints to FS on android based device FS to visit concerned spot and take photo/video/submit text report through the device online This system proposed to be used in one most expenditure sensitive AC in each district Extensive training given to each Distt Nodal officer/IT officials and orientation provided to political functionaries. Capacity building and awareness to Public through Local Newspaper advertisement and radio jingle.
Processing of complaints All complaints received from all sources integrated into Samadhan Provision for online forwarding of complaints and submission of ATR Once complaint lodged it automatically reflects in the concerned DEO/RO/Block login
Monitoring mechanism Once complaint disposed – SMS sent to complainant Complainant can track status and view ATR online MIS available for monitoring by ECI/CEO/DEO/RO Time limit fixed for disposal and system of alerts in place Once time limit expires letter sent from HQ to district for speedy redressal.
Training and awareness State level and district level training given to all concerned Political parties given orientation at state and district level Awareness through Newspaper ads, radio ads, posters, website and press briefing
Screen shots of Samadhan- showing different features
Click on Samadhan
Click on Save record after filling All Fields Click here to browse and upload the soft copy of the Document/Photo/Video
DETAILS OF DISTRICT WISE COMPLAINS SLNO District TOTAL (COMPLAIN,SUGGESTION,INFORMATION) Disposal Pending Beyond Time Within Time 1 PASCHIM CHAMPARAN 581 63 515 88.64 3 2 PURVI CHAMPARAN 552 78 474 85.87 SHEOHAR 33 13 20 60.61 4 SITAMARHI 326 95 221 67.79 10 5 MADHUBANI 496 156 331 66.73 8 6 SUPAUL 231 62 164 71.00 7 ARARIA 179 138 77.09 KISHANGANJ 59 23 34 57.63 9 PURNIA 419 69 350 83.53 KATIHAR 367 83 284 77.38 11 MADHEPURA 641 60 579 90.33 12 SAHARSA 557 44 513 92.10 DARBHANGA 648 157 491 75.77 14 MUZAFFARPUR 977 130 845 86.49 15 GOPALGANJ 374 72 302 80.75 16 SIWAN 539 48 91.09 17 SARAN 469 121 338 72.07 18 VAISHALI 456 68 387 84.87 19 SAMASTIPUR 571 160 411 71.98 BEGUSARAI 297 103 194 65.32 21 KHAGARIA 148 22 126 85.14 BHAGALPUR 283 67 215 75.97 BANKA 238 65 173 72.69 24 MUNGER 142 28 114 80.28 25 LAKHISARAI 107 75.35 26 SHEIKHPURA 53 32 60.38 27 NALANDA 741 687 92.71 PATNA 2501 214 2240 89.56 45 29 BHOJPUR 875 47 828 94.63 30 BUXAR 237 42 81.86 31 KAIMUR (BHABUA) 196 169 86.22 ROHTAS 308 246 79.87 ARWAL 187 177 94.65 JAHANABAD 306 261 85.29 35 AURANGABAD 298 250 83.89 36 GAYA 589 180 408 69.27 37 NAWADA 611 141 76.76 38 JAMUI 266 50 210 78.95 Total 16893 2790 13988 106
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