SWAGAT at Work in Gujarat
Posted on | July 4, 2010 | No Comments
The Gujarat government under the aegis of Mr. Narendra Modi have developed a system known as SWAGAT (State Wide Attention on Grievances with Application of Technology). This system enables residents of Gujarat to register their complaints against the services provided by the Government of Gujarat. Under this system all talukas in Gujarat are connected via computers to the central CMO (Chief Ministers Office). Hence communication between the CMO (Chief Minister’s Office) and the offices in Taluka is instantaneous. The way this works is:
1. The citizen having complaints visits the office of the CMO and fills out a form and hence formally registers the complaint. After this supporting documents pertaining to the issue are applied to the complaint. These documents are then verified for its authenticity after which they are scanned into the “SWAGAT” system.
2. The complaint is routed to the appropriate office/taluka in real-time.
3. The concerned taluka/office receiving the complaint has to reply back at the earliest with comments regarding the complaint. It is possible for CMO’s office to call the concerned taluka/office for clarification.
4. The comments/responses from the taluka/office are examined and appropriate action taken.
It is also possible for citizens to meet the CM to present their case. For implementing the above mentioned technology, the CMO’s office has received the United Nations Public Service Award (UNPSA). Much of the credit for the success of SWAGAT goes to the efficient working of the CMO. Few people know that Gujarat’s CMO is the only one in the country that acquired an ISO certification for its processes in January 2009. The certification was renewed in January 2010 as per the latest standards.
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