Effective public service delivery through innovative governance knowledge exchange
Effective public service delivery through innovative governance knowledge exchange
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Sanjog helpline: Web based grievance redressal in Odisha
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Source: Government of Odisha
Source: Government of Odisha
Sanjog helpline facilitates access to public information and acts as a central grievance redressal system for all citizens in Odisha through a call centre.

With the advent of ICT in the governing process, today's citizen has become more empowered, enlightened and more demanding as well. In order to meet the citizens' expectations, the Government of Odisha has taken numerous ICT driven initiatives for the benefit of citizens.

The Directorate of Public Grievances (DPG), Government of Orissa, promotes ICT as the medium of grievance registration and for performance assessment of government officials. This website application gives a clear picture how various government programs and their status can be assessed by the people and grievances can be looped in appropriate redressal forums.

Sanjog Helpline provides a forum to the government to be in touch with the scheme beneficiaries and allows the citizen to register and address their grievances, via four different modes namely Toll free number, e-Mail, Fax and Letter. The citizens can also assess the status of their grievances through a ticket number provided to them on http://www.sanjoghelpline.in/website/home.html. The system has an inbuilt intimation and escalation process, which allows registered grievances to reach the right authority in the right place at the right time.

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