Samarthan has initiated “Citizens Monitoring and Tracking Hub” in Sehore district with the support of UNMC to strengthen the ‘Telesamadhan’ initiative of the Government of Madhya Pradesh. Now the citizens of Sehore can send SMS in three easy details ((a) Three digit NREGA code giving block, Panchayat and village code, (b) Name of complainer and (c) short narration on complaint) and concern departments/officials will respond through channel of hub. The details of complaints are visible on website (http://sehore.samadhan.org.in/), which is connected with GIS mapping system and anyone can see the nature and location of complaints.
The soft launch of website rides over the past initiatives by the Madhya Pradesh government Jan Shurti data on complaints registered by citizens is being used for the soft launch. This data — about 8000 complaints from 5 Blocks of Sehore — has been reformatted and adapted for use in CMT Hub for soft launch.
The district administration along with Departmental Heads and HCM Secretariat has participated in the soft launch. The Sehore District Administration was highly charged and enthusiastic about the project, probably because of the keen interest shown by Honourable CM for this initiative.
Process of Complaint Resolving
The CMT Hub has well defined order of complaint; from New to Acknowledge to Open to Resolve to Closed or Reopen status.
New : When an issue is filed — either through SMS, on the web, or by voice the system shall generate a complaint ID and send it to the complainant through an SMS. The system shall also log this issue and would be available for viewing to the person manning the hub.
Acknowledge : The intent is to make the complaint actionable. On acknowledging the complaint, an SMS is sent to the complainant with the following detail: 1. Expected time of resolution of complaint, 2. Complaint ID, 3. a brief mention of the department responsible for resolving the complaint.
Open : An SMS would go the complainant and get a response indicating expected time of closure of complaint.
Resolved : (1) the concerned department updates the system with the specific work done to resolve the issue. (2) The concerned person also fills up a short summary for sending information through SMS to the complainant. The system generates an SMS back to the complainant indicating that the problem has been fixed.
Re-open : Complainant if not satisfied with the problem resolution can re-open the complaint by sending an SMS to the CMT Hub, or by calling the CMT hub and expressing dis-satisfaction at problem closure.
Closed : If the complainant does not respond to the SMS coming from resolved state within 7 days, the problem is assumed to be closed.
