1. Public Grievance Redressal System “Samadhan”
Url:-
CEO, Bihar

2. 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

3. 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

4. SOURCES OF COMPLAINTS
ECI – both /PGRS – login level integration in process
Helpline – CEO ( ) and DEO level (1950)
SMS – on 56677
Online through CEO Bihar website
Android based mobile app
Complaints received by CEO/DEO/RO/ERO – /fax/post/physically
All complaints received offline entered into Samadhan
SMS acknowledgement sent on receipt of complaint

5. 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

6. 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

7. 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.

8. 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

9. 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.

10. 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

11. Screen shots of Samadhan- showing different features

12. Click on Samadhan

13. Click on Save record after filling All Fields
Click here to browse and upload the soft copy of the Document/Photo/Video

27. 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

28. News Paper Clip

31. Thanks