Jhansi Jan Suvidha Kendra (JJSK) comes as a pleasant surprise to those who have been thinking that public grievance redressal systems are highly incompetent or non-existing in India.
JJSK is a quick and reliable telephone based e-governance initiative which has resulted in an easily accessible platform for addressing public grievances anytime of the day, throughout the year!
As soon as the complainant calls on the toll free number 1077, the grievances are recorded automatically on an audio file and stored in a software program. The complainant gets a Unique Grievance Number (UGN) and the concerned officers are intimated on their mobile phones via SMS instantly.
Grievances are categorised as one of A/B/C according to the severity and the time within which they should be resolved. Various reports are generated by the software for weekly monitoring and the quality of redressal/disposal is finally confirmed by the District Magistrate. Reports are continuously uploaded on the website and the concerned person can check the status of the complaint anytime by just calling JJSK.
JJSK‘s attitude towards complaints lies in their line “Grievances are jewels to be treasured.”
Here’s hoping other districts of the country take a leaf out of JJSK’s approach, and help realize a dream of good governance through better use of technology.
JJSK’s website (mostly in Hindi): http://www.jhansi.nic.in/jjsk.htm