About Us
The Online Grievance Redressal Tracking System (OGRTS) stands as a web-based application crafted to support the call center dedicated to Chhattisgarh within the State. This innovative system is under development and implementation by SUDA within the Chhattisgarh (C.G) region, aiming to effectively address citizen grievances. The utilization of SMS technologies fosters seamless communication between functionaries and citizens, in accordance with the citizen charter of Chhattisgarh State. Remarkably, this initiative represents a distinctive m-government project as part of the Mission Mode projects initiated by the State Government.
| Steps Involved | Service channels |
|
1. Registering a Grievance: Citizen register grievances using any of the service channel. As far as internet is concerned, a web based application with customized home page is provided for all registered citizens. |
Via Telephone (Call centre), Web and Mobile |
|
2. Automatic forwarding to the functionary: The registered complaints automatically forwarded to the respective functionary on both the modes SMS and internet application (based on privileges) |
SMS, Internet |
|
3. Automatic escalation as per citizen charter: Timelines are defined as per citizen charter and stored in the database. These timelines are tracked in the backend and escalates as per the figure 2 using both the modes i.e., SMS and internet |
SMS, Internet |
|
4. Updation of action taken: The functionary updates the action taken using either of the modes i.e., Call Centre/internet |
Call Centre, Internet |
|
5. Knowing status: The citizen can know the status through any of the modes i.e., Internet,Telephone to the call centre |
Internet, Call Centre |