iPGrS

ntegrated Public Grievance Redressal System (iPGRS) was launched by Hon’ble Chief Minister of Karnataka, Shri Basavaraj Bommai on 1 November, 2021, the Karnataka Rajyostava Day. The newly launched iPGRS, also known as Janaspandana, is a one stop multi-faceted, robust, data-driven and paperless IT platform to transform the state’s Grievance Management System. Janaspandana utilises the amalgamation of the end-to-end process and latest new-age technologies for registration, processing and redressal of public grievances regarding the services and schemes of the various departments of Government of Karnataka. The citizens can register their grievances pertaining to 40+ departments and more than 600+ schemes/programmes and other services delivered by Government of Karnataka. Till date, 12,000+ grievances have been received through web portal (https:\\ipgrs.karnataka.gov.in), android mobile application, Janaspandana, and dedicated call centre with the helpline number 1902. The iPGRS has been integrated with the PG portal of

Government of India, CPGRAMs, to receive and redress the grievances registered on CPGRAMS.

Salient features of Janaspandana, which sets it apart from other grievance systems, are:

Citizen Convenience:

a. One-time mobile OTP based registration for the citizens submitting their basic details. The citizen can then submit multiple grievances pertaining to different departments. b. Intuitive keyword-based search, which enables the citizen to clearly articulate his grievances which are directly mapped to last-mile functionary of the department based on the location. c. Timely SMS alerts to citizen on registration and redressal of grievance. d. Option to view the action taken report (ATR) filed by the officer through SMS. e. Easy tracking of grievance status by entering the Grievance ID/ Mobile number.

Pre-defined timelines:

All the grievances registered have prescribed timeline within which they need to be resolved. Grievances if not resolved timely are auto escalated to the next level officer.

Accountability:

In case of inaction, system generated show-cause notice is issued to the defaulting officer.

Feedback collection:

Outbound calls are made by the call centre to the citizens to collect feedback on the quality of the grievance redressal process and the resolution provided. Citizen can escalate the matter twice if he is not satisfied with the resolution ensuring the process to be in sync with the intention of the iPGRS.

o ensure the quality of redressal by LMFs a state level review committee headed by Chief secretary, Government of Karnataka, and a district level review committee headed by the concerned district commissioner have been set in place. The committees periodically monitor the quality of redressal of public grievances at state and district level, respectively. Janaspandana has been integrated with other department databases like Seva Sindhu, FRUITS, Sakala and other IT platforms of various departments to provide contextual information to officials for effectively resolving the grievances. The initial success of iPGRS with increasing positive feedback has indicated that the initiative of transforming the mindset from grievance disposal to grievance redressal has been well taken by citizens. The iPGRS portal is now being customised for the employees of Karnataka state government to register grievances with respect to their service, pay, promotion, etc.