SWAGAT initiative- State Wide Attention on Grievances by Application of Technology-
Introduction
In today’s day and age, technology has become an integral part of our lives. It has revolutionized the way we communicate and has brought the world closer together. With the advent of technology, it has become easier to address grievances and ensure that the needs and concerns of citizens are taken care of. This article will explore the importance of addressing grievances in the state and the role of technology in achieving this goal.
The Prime Minister, Shri Narendra Modi addressed a programme marking 20 years of completion of the State Wide Attention on Grievances by Application of Technology – SWAGAT Initiative in Gujarat via video conferencing today. The Gujarat government is celebrating SWAGAT Saptah on successfully completing 20 years of the initiative. READ ALSO- PM UMEED SCHEME
During the event, the Prime Minister also interacted with the past beneficiaries of the scheme.
Addressing the gathering, the Prime Minister expressed satisfaction that the objective behind starting Swagat has been successfully achieved where citizens not only find solutions to their problems but also raise issues of the entire community of hundreds. “The attitude of the government should be friendly and common citizens can easily share their issues with them”, the Prime Minister said.
The Prime Minister remarked that the SWAGAT initiative is completing 20 years of its existence and recalled his past experiences upon interacting with the beneficiaries.
He said that it is the effort and dedication of the citizens that make the SWAGAT initiative a grand success and congratulated everyone who has contributed in this direction.
The Prime Minister said that the destiny of any scheme is determined by the intention and vision of that scheme when it is conceived. He recalled that when the initiative was launched in 2003 he was not very old as Chief Minister and he too faced the common refrain that power changes everyone.
He said that he was clear to remain unchanged by the assumption of the chair. “I was clear that I would not become a slave of the restrictions of the chair. I will remain among people and will be there for them”, he said. This determination gave birth to StateWide Attention on Grievances by Application of Technology (SWAGAT).
The Prime Minister said that the idea behind SWAGAT was to welcome the views of the common citizens in democratic institutions, be it in legislation or solutions. “SWAGAT stands by the idea of Ease of Living and Reach of Governance”, the Prime Minister said.
He underlined that the good governance model of Gujarat has found its own identity in the world due to the efforts made by the government with all honesty and dedication. The Prime Minister mentioned the International Telecom Organization which presented the prime example of good governance by SWAGAT as e-transparency and e-accountability.
He also mentioned that SWAGAT drew a lot of praise from the United Nations and was also conferred the prestigious award for Public Service. The Prime Minister pointed out that Gujarat received the gold award from the Government of India for e-governance owing to SWAGAT during the Congress regime in 2011.
“For me, the biggest reward is that we could serve the people of Gujarat through SWAGAT”, the Prime Minister said. In SWAGAT we prepared a practical system. The first systems of public hearings under SWAGAT were created at the block and tehsil levels. After that, District Magistrate was made responsible at the district level.
And at the state level, the Prime Minister informed that he took responsibility on his own shoulders. This, he said, helped him a great deal to understand the impact and reach of the initiatives and schemes and the relations between implementing agencies and the end beneficiaries. SWAGAT empowered the citizens and gained credibility.
The Prime Minister noted that even though the SWAGAT programme was held only once a week, the work related to it would be done all over the month as there were hundreds of grievances. The Prime Minister also informed that he would carry out an analysis to understand if there were any specific departments, officers or regions whose complaints were registered more often than others.
“An in-depth analysis was carried out where policies were also amended if needed”, Shri Modi continued, “this created a sense of trust amongst the common citizens”. He remarked that the measure of good governance in society is dependent on the quality of the public grievance redressal system and that this is the true test of democracy.
The Prime Minister said that SWAGAT changed the old notion of following the established trails in government. “We proved that governance is not limited to old rules and laws but governance takes place due to innovations and new ideas”, he added.
Shri Modi recalled that in 2003, e-governance was not much of a priority by the governments of the time. Paper trails and physical files led to a lot of delays and harassment video conferencing was mostly unknown. “Under these circumstances, Gujarat worked on futuristic ideas. And today, a system like SWAGAT has become the inspiration for many solutions to governance.
Many states are working on this type of system. At the center we have also made a system called PRAGATI to review the working of the government. PRAGATI has played a big role in the rapid development of the country in the last 9 years. This concept is also based on the idea of SWAGAT.” The Prime Minister informed that he has reviewed projects worth about 16 lakh crores through PRAGATI and many projects were speeded up due to this.
Concluding the address, the Prime Minister gave the analogy of a seed sprouting into a massive tree with hundreds of branches and expressed confidence that the idea of SWAGAT will give way to thousands of new innovations in governance.
He expressed delight that governance initiatives are being celebrated like this as it infuses new life and energy in them. “It will continue to serve the public by becoming a model of public-oriented governance”, the Prime Minister concluded.
Background
SWAGAT (State Wide Attention on Grievances by Application of Technology) was started by the Prime Minister in April 2003 when he was the Chief Minister of Gujarat. The programme was driven by his belief that the foremost responsibility of a Chief Minister is to solve the problems of the people of the State.
With this resolve, along with the early realization of the potential of technology to promote ease of living, the then CM Modi launched a first-of-its-kind tech-based grievance redressal programme. READ MORE–https://pib.gov.in/PressReleaseIframePage.aspx?PRID=1920262
The main purpose of this programme was to act as a bridge between the citizens and the government by using technology to solve their day-to-day grievances in a quick, efficient and time-bound manner. Over time, SWAGAT brought about a transformative impact on the lives of people and became an effective tool to solve woes in a paperless, transparent and hassle-free manner.
The uniqueness of SWAGAT is that it helps the common citizen air his grievances directly to the Chief Minister. It is held on the fourth Thursday of every month wherein the Chief Minister interacts with citizens for grievance redressal.
The programme has been instrumental in bridging the gap between people and government through prompt resolution of grievances. Under the programme, it is ensured that every applicant is informed of the decision. Proceedings of all applications are available online. More than 99% of grievances submitted to date have been resolved.
The SWAGAT Online Programme has four components: the State SWAGAT, District SWAGAT, Taluka SWAGAT and Gram SWAGAT. The Chief Minister himself attends public hearings during State SWAGAT. The District Collector oversees District SWAGAT while the Mamlatdar and a Class-1 Officer head the Taluka SWAGAT.
In Gram SWAGAT, citizens file the application from the 1st to the 10th of every month to the Talati/Mantri. These are included in the Taluka SWAGAT program for redressal. In addition, a Lok Fariyad program is also operational for citizens wherein they file their grievances at the SWAGAT Unit.
The SWAGAT Online Programme has been given various awards over the years, including the United Nations Public Service Award in 2010 for improving transparency, accountability and responsiveness in public service.
Understanding Grievances
Before delving into the role of technology in addressing grievances, it is important to understand what grievances are. A grievance is a complaint or a problem faced by an individual or a group of individuals.
Grievances can be related to various issues such as service delivery, infrastructure, healthcare, education, and so on. Grievances can be classified into different types, such as individual grievances, group grievances, public grievances, and so on.
The Current System
The current system of addressing grievances in most states involves the submission of written complaints to the concerned authorities. The authorities then investigate the matter and provide a resolution. However, this system has several limitations.
Firstly, the process is time-consuming, and it can take weeks or even months to get a resolution.
Secondly, there is a lack of transparency in the system, and citizens are often left in the dark about the status of their grievances.
Lastly, the system is prone to corruption, and citizens are often asked to pay bribes to expedite the resolution of their grievances.
Technology and Grievances
The application of technology has the potential to address these challenges and improve the system of addressing grievances. Technology can be used to automate the process of submitting and tracking grievances, and it can provide citizens with real-time updates on the status of their grievances.
Additionally, technology can help reduce corruption by providing a transparent system where citizens can submit grievances without fear of reprisals.
There are several successful examples of technology-based grievance redressal systems. The eSewa Grievance Redressal System in Nepal is one such example. The system allows citizens to submit their grievances online and provides real-time updates on the status of their grievances. The system has been successful in reducing corruption and improving citizen satisfaction.
Benefits of Technology-Based Grievance Redressal System
ance redressal systems are numerous. Firstly, it can lead to a speedy resolution of grievances. Technology can automate the process of receiving and investigating grievances, and it can reduce the time taken to provide a resolution. This can lead to greater citizen satisfaction and confidence in the system.
Secondly, a technology-based grievance redressal system can provide greater transparency. Citizens can track the status of their grievances in real-time, and they can be assured that their grievances are being investigated without any bias or corruption. This can lead to greater trust in the system and a reduction in the number of false complaints.
Thirdly, technology can reduce corruption. A transparent system where citizens can submit grievances without fear of reprisals can reduce the need for bribes and favors. This can lead to a reduction in corruption and an increase in public trust in the government.
Lastly, a technology-based grievance redressal system can lead to increased citizen satisfaction. When citizens feel that their grievances are being heard and addressed in a timely and fair manner, they are more likely to have a positive view of the government and its services.
Challenges in Implementing Technology-Based Grievance Redressal System
Despite the benefits of a technology-based grievance redressal system, there are several challenges in implementing such a system. Firstly, there is a lack of technical expertise in most states. The development and implementation of such a system requires technical expertise that may not be available within the government.
Secondly, there may be resistance to change. The current system of addressing grievances may have been in place for several years, and there may be resistance to changing the system. This can be due to a lack of awareness of the benefits of a technology-based system or a fear of losing control over the system.
Lastly, there is a high initial investment required for the development and implementation of a technology-based grievance redressal system. This can be a challenge for states with limited financial resources.
The Way Forward
Despite these challenges, it is important to invest in a comprehensive grievance redressal system that uses technology to its fullest potential. This can be achieved through collaboration between different stakeholders such as government departments, civil society organizations, and private companies.
The government can invest in the development and implementation of a technology-based grievance redressal system, while civil society organizations can provide technical expertise and support. Private companies can also be involved in the development and maintenance of the system through public-private partnerships.
Conclusion
In conclusion, the application of technology in addressing grievances can lead to numerous benefits such as speedy resolution, transparency, reduced corruption, and increased citizen satisfaction.
However, there are challenges that need to be addressed, such as a lack of technical expertise, resistance to change, and high initial investment. It is important for the government to invest in a comprehensive grievance redressal system that uses technology to its fullest potential.
FAQs
What is a grievance redressal system?
A grievance redressal system is a system that allows citizens to submit complaints or grievances and provides a mechanism for resolving these grievances.
How can technology help in addressing grievances?
Technology can automate the process of submitting and tracking grievances, provide real-time updates on the status of grievances, and reduce corruption by providing a transparent system.
What are the benefits of a technology-based grievance redressal system?
The benefits of a technology-based grievance redressal system include speedy resolution of grievances, enhanced transparency, reduction in corruption, and increased citizen satisfaction.
What are the challenges in implementing a technology-based grievance redressal system?
The challenges in implementing a technology-based grievance redressal system include a lack of technical expertise, resistance to change, and high initial investment.
How can these challenges be overcome?
These challenges can be overcome through collaboration between different stakeholders such as government departments, civil society organizations, and private companies. The government can invest in the development and implementation of the system, while civil society organizations can provide technical expertise and support. Private companies can also be involved in the development and maintenance of the system through public-private partnerships.
What is the role of citizens in a technology-based grievance redressal system?
Citizens play a crucial role in a technology-based grievance redressal system by submitting grievances and providing feedback on the system. This feedback can be used to improve the system and ensure that it is meeting the needs of the citizens.
How can a technology-based grievance redressal system improve citizen satisfaction?
A technology-based grievance redressal system can improve citizen satisfaction by providing a speedy resolution of grievances, enhanced transparency, and a reduction in corruption. When citizens feel that their grievances are being addressed in a fair and timely manner, they are more likely to have a positive view of the government and its services.
How can a technology-based grievance redressal system improve government efficiency?
A technology-based grievance redressal system can improve government efficiency by reducing the time taken to investigate and resolve grievances, reducing the need for manual intervention, and improving data analysis capabilities. This can lead to greater efficiency and better decision-making by the government.
How can the government ensure that a technology-based grievance redressal system is accessible to all citizens?
The government can ensure that the system is accessible to all citizens by providing multiple channels for submitting grievances, such as online portals, mobile applications, and physical offices. The government can also provide support to citizens who may not have access to technology or require assistance in submitting grievances.
How can a technology-based grievance redressal system contribute to good governance?
A technology-based grievance redressal system can contribute to good governance by providing a transparent and accountable system for addressing citizen grievances. This can lead to greater trust in the government, a reduction in corruption, and increased citizen satisfaction.
sourse- PIB
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