Case Study: Sanjog Helpline
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Case Study

  •  Transport Management System (TMS)
  •  Sanjog Helpline
  •  Odisha State Warehousing Corporation (OSWC)
About Sanjog Helpline

Sanjog Helpline (www.sanjoghelpline.in) is the Orissa State Call Center for the citizens accessed through a Toll Free Number 155335 for any complaint related to Orissa Government operated Schemes.


It is an IT solution which informs about the grievance of a citizen to the right authority in real time via SMS, email & FAX. Sanjog Helpline ensures that the grievance is disposed by the use of ICT which automatically tracks and pursues the status of grievance with the action taking authority, to update the database either through return SMS, email or from the web portal. If no action is initiated, the ICT tool automatically escalates the complaint to the seniors of the Action taking Authorities.


Objective

Sanjog Helpline Objective is to make the Rural Orissa citizen’s grievance resolved process through a single window and a central grievance redressal system with a faster disposal of grievance. Sanjog Helpline meets objective with the following features


  • Single window service for Citizen to register grievances.
  • Escalation of Citizen Grievances to respective departments in a shorter time frame.
  • Instant information sent to respective office heads about any grievances in the form of SMS, Fax & Mail.
  • 2-way information sharing for tracking down information as well solving grievances.

Brief Description

Sanjog Helpline receives complaints on different government schemes through its 9AM to 5PM Call Centre which translates the Grievance of a common citizen into the computer. The built in intelligent system ensures that the grievance is disposed by the use of ICT which automatically tracks and pursues the status of grievance with the action taking authority. To dispose of a particular complaint, only the concerned official can update the database either through return SMS, email or from the web portal. If no action is initiated by the concerned official, the ICT tool automatically escalates the complaint to the higher Action taking Authorities. Sanjoghelpline.in has built in MIS for administrators to identify the performance of their offices and officers there in for taking preventive actions.


Benefits

  • Providing support with the help of a “TOLL FREE NUMBER“ will definitely increase the efficiency through time and cost savings for people in their dealings with various government authorities for obtaining the required support.
  • Automatic escalation of grievance to its higher level if not solved by the ATA
  • In order to legalize the process at the end of each day daily report (number of queries asked, number of complaints registered, number of solved issues etc) will be sent via FAX & Email to the concerned officers.
  • The information in the portal can be accessed both by citizens, Action Taking Authority and Govt. officials to get information required by them.
  • District & Block wise reports can be seen on the viewed on the portal.
  • Easier for citizens to know the status of registered grievance.

How it Works


  • Citizen calls to Sanjog Helpline via toll free number (155335) or send email, Fax or letter to register their Grievances.
  • Call Center Executive (CCE) sitting at Sanjog helpline receives the call / email / fax / letter and registers the grievance on the system.
  • On registration an SMS is sent to the Action Taking Authority as instant Information. Also Action Taking Authority gets a consolidated fax for his/her area on received grievance with a copy to his/her Higher Authority.
  • Receiving Authority takes action within the stipulated time period and updates the status either logging into the Sanjog helpline website or by calling the same toll free number against the Ticket Number.
  • If grievance is not resolved within the stipulated time provided, then grievance is escalated via email and fax to the Higher Authority to take action on the same.
  • A consolidated report is sent via email and fax to the concern department at the end of the day for the reference.

IMP: The above diagram may change with subject to Specific Scheme


Schemes

  • Rural Water Supply and Sanitation :: RWSS
    RWSS is a health project which aims to achieve this through the supply of an increase awareness of hygiene, improved sanitation and improved access to clean water.Its objective is to Improved health of rural communities through pro-vision of increased access to safe water supply and sanitation facilities.
  • Pradhan Mantri gram Sadak Yojana :: PMGSY
    The primary objective of the PMGSY is to provide Connectivity, by way of an All-weather Road (with necessary culverts and cross-drainage structures, which is operable throughout the year), to the eligible unconnected Habitations in the rural areas, in such a way that all Unconnected Habitations with a population of 1000 persons and above are covered in three years (2000-2003) and all Unconnected Habitations with a population of 500 persons and above by the end of the Tenth Plan Period (2007). In respect of the Hill States (North-East, Sikkim, Himachal Pradesh, Jammu & Kashmir, Uttaranchal) and the Desert Areas (as identified in the Desert Development Programme) as well as the Tribal (Schedule V) areas, the objective would be to connect Habitations with a population of 250 persons and above.
  • Targeted Rural Initiative for Poverty Termination and Infrastructure :: TRIPTI
    TRIPTI aims at enhancing the socio-economic status of the poor, especially women and disadvantaged groups, in ten districts of Orissa over a period of five years, beginning 10 February 2009. The project is assisted by the International Development Agency of the World Bank and implemented by Orissa Poverty Reduction Mission, a society under the Panchayati Raj Department of government of Orissa.
  • Janani–Shishu Suraksha Karyakram :: JSSK
    Janani–Shishu Suraksha Karyakram (JSSK), a initiative of both Central and State Government , aims to eliminating out of pocket expenses for families of pregnant women and sick newborn, who seek care in government health facilities so as to reduce MMR and IMR. The new initiative of JSSK would provide completely free and cashless services to pregnant women during delivery (both normal and caesarean operations) and sick new born (up to 30 days after birth) in designated Government health institution. The free entitlement includes free referral transport, free drugs, free diet, free blood, free diagnosis and no user fees.