Effective public service delivery through innovative governance knowledge exchange
Effective public service delivery through innovative governance knowledge exchange
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Grievance redressal over-the-phone
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Jhansi Jan Suvidha Kendra (JJSK) was developed by the district administration of Jhansi, Uttar Pradesh. The programme allows any person to call in a dedicated toll free number and register their complaint pertaining to government.

With a vision to bring in a paradigmatic shift in the system of public grievances redressal, the Jhansi administration developed the Jhansi Jan Suvidha Kendra (JJSK) with technical consultation of the district unit of National Informatics Centre (NIC). Any person from anywhere within the district can call this centre on a toll free number to seek grievance for concerns related to wide range of government services and administrative provisions.

Launched on 10 June 2009, this innovative approach utilises the simplest and widespread ICT tool of the telephone to communicate directly to the concerned officers in JJSK for seeking solutions to their complaints. Systematic and well maintained system of JJSK ensures categorisation of complaints so that every complaint is noticed and treated with the necessary sense of urgency. The provision of 100 percent cross verification of disposal status has come across as another important feature enhancing its uniqueness that does not let the closure of the case without appreciating feed back of the aggrieved person.

JJSK on an average registers 60 to 70 complaints per day. From June 2009 to June 2011, it has redressed the grievances of 38, 000 families up to the satisfaction of the complainant. The centre was awarded with prestigious NASSCOM Social Innovation Honours 2010 by NASSCOM Foundation under ICT led innovation in e-Governance category. JJSK is also awarded by the Computer Society of India for Excellence in e-Governance.

The Election Commission of India has replicated the model to register complaints related to the election process through mobile or landline phones from anywhere 24x7 in the states of Tamil Nadu, Kerala, Pondicherry and West Bengal. The Election Commission is also planning to extend the model to another 7 states of India. After elections these centres will move beyond redressing election related complaints to address wide range of administrative and public service delivery related issues.

This has been successfully replicated in Power Corporation Ltd, Housing Board, and Board of Revenue of Uttar Pradesh. Jhansi Development Authority, Mid Day Meal Directorate, Police Department, North Central Railway (Jhansi Division), Bharat Heavy Electrical Ltd., Civil Defence Department U.P., State Information Commission U.P., Local Bodies Directorate U.P. have already set trials to replicate the JJSK model. The government of Uttar Pradesh has recently ordered replicating the model in all the districts for improving delivery of public services in drinking water, electricity, hygiene/ sanitation, food and civil supplies and all other social sector schemes.

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