eGov PGR or the eGov Public Grievance Redressal module allows for greater citizen involvement in governance and provides a platform to submit and track grievances and suggestions to concerned municipal administrators and authorities. |
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eGov PGR is an important module from the eGov Suite of Municipal eGovernance Solutions which increases the effectiveness of municipal governance by offering citizen-feedback on various civic related problems and issues in urban areas. eGov PGR simplifies the process by which citizens can register their grievances related to such issues as broken pipe lines and pot-holes on arterial roads. Equally important, eGov PGR tracks the progress of grievance redressal through the administrative process in an automated, structured and efficient manner, using a CTN or Complaint Tracking Number. Grievance forms are designed and complaint types are structured to simplify and improve problem analysis and assignment. The eGov PGR is operational in more than 60 cities across India and has handled over 1.5 Lakh (150,000) complaints with a redressal rate of over 85%. |
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| Features of eGov PGR: |
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Systematic method to register and track municipal governance redressals with a computer-generated Complaint Tracking Number or CTN. |
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System works via multiple access channels, with Interfaces through the Internet, IVR, Phone systems as well as Email and walk-in with Paper Form. |
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Rich reporting capabilities have been provided so that administrators and citizens can see the department or ward wise complaint breakdown, as well as GIS reports that show complaints across a municipality via spatial distribution snapshots and grievance density charts. |
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Advanced features including auto-routing of grievances to the appropriate redressal officer. |
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Productivity tools for prioritisation, SMS alerts and integration, and auto escalation to concerned administrators are built into the product. |
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For more information on eGov Property implementation, visit the Municipal Corporation of Delhi or view the MCD eGov Property Case Study. |
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