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Previous system for Grievance redressal Complaints received off line by CEO/DEO/RO/ERO Helpline complaints recorded in excel No provision for online/mobile/SMS based complaint mechanism Traditional manual monitoring mechanism
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Public Grievance Redressal System
“Samadhan”Url:-http://ceobihar.nic.in/
CEO, Bihar
Previous system for Grievance redressalComplaints received off line by
CEO/DEO/RO/EROHelpline complaints recorded in
excelNo provision for online/mobile/SMS
based complaint mechanismTraditional manual monitoring
mechanism
Samadhan – Public grievance redressal systemSamadhan conceptualized as a
comprehensive systemMultiple modes for receiving
complaintsSoftware provides for online processing
of complaintsMonitoring and alert mechanism built inPublic can track and see ATR
SOURCES OF COMPLAINTS ECI – both email/PGRS – login level integration in
process Helpline – CEO (1950) and DEO level (Toll free nos) SMS – on 56677 Online through CEO Bihar website Android based mobile app Complaints received by CEO/DEO/RO/ERO –
email/fax/post/physically All complaints received offline entered into Samadhan SMS acknowledgement sent on receipt of complaint
NATURE OF COMPLAINCONDUCT
OF ELECTION
MCC ROLL/EPIC
ELECTION EXPENDITU
RE
GOVERNMENT
OFFICIAL
OTHERS
Election office
Media advertisem
ent
Form-6 Distribution of liquor
Election related
Polling Station
Poster/Hoarding
Form-7 Distribution of
Cash/Gift/Coupon
Others
Conduct of election
Election rallies
Form-8 Expenditure of candidate
Misuse of govt.
vehicle
Form-8A Election expenditure
of partiesCollection
of fire arms
Epic not received
General complaints
Error in epic
Mobile app based complaintsSamadhan mobile app available for
download on CEO Bihar website/ Google play store.
User friendly app – provides for making all election related complaints including MCC/EEM
Provision for uploading photo/videoGIS location of the complainant
automatically captured
Flying squads (FS) Provision for forwarding complaints to FS on android
based device FS to visit concerned spot and take photo/video/submit
text report through the device online This system proposed to be used in one most
expenditure sensitive AC in each district Extensive training given to each Distt Nodal officer/IT
officials and orientation provided to political functionaries.
Capacity building and awareness to Public through Local Newspaper advertisement and radio jingle.
Processing of complaints
All complaints received from all sources integrated into Samadhan
Provision for online forwarding of complaints and submission of ATR
Once complaint lodged it automatically reflects in the concerned DEO/RO/Block login
Monitoring mechanism Once complaint disposed – SMS sent to
complainant Complainant can track status and view
ATR online MIS available for monitoring by
ECI/CEO/DEO/RO Time limit fixed for disposal and system
of alerts in place Once time limit expires letter sent from
HQ to district for speedy redressal.
Training and awareness
State level and district level training given to all concerned
Political parties given orientation at state and district level
Awareness through Newspaper ads, radio ads, posters, website and press briefing
Screen shots of Samadhan- showing different features
Click on Samadhan
Click on Save record after filling
All Fields
Click here to browse and upload the soft copy of the
Document/Photo/Video
DETAILS OF DISTRICT WISE COMPLAINS
SLNO DistrictTOTAL
(COMPLAIN,SUGGESTION,INFOR
MATION)
Disposal Pending
Beyond Time Within Time Beyond
TimeWithin Time
1 PASCHIM CHAMPARAN 581 63 515 88.64 3 02 PURVI CHAMPARAN 552 78 474 85.87 0 03 SHEOHAR 33 13 20 60.61 0 04 SITAMARHI 326 95 221 67.79 10 05 MADHUBANI 496 156 331 66.73 8 16 SUPAUL 231 62 164 71.00 5 07 ARARIA 179 33 138 77.09 6 28 KISHANGANJ 59 23 34 57.63 2 09 PURNIA 419 69 350 83.53 0 010 KATIHAR 367 83 284 77.38 0 011 MADHEPURA 641 60 579 90.33 1 112 SAHARSA 557 44 513 92.10 0 013 DARBHANGA 648 157 491 75.77 0 014 MUZAFFARPUR 977 130 845 86.49 2 015 GOPALGANJ 374 72 302 80.75 0 016 SIWAN 539 48 491 91.09 0 017 SARAN 469 121 338 72.07 10 018 VAISHALI 456 68 387 84.87 1 019 SAMASTIPUR 571 160 411 71.98 0 020 BEGUSARAI 297 103 194 65.32 0 021 KHAGARIA 148 22 126 85.14 0 022 BHAGALPUR 283 67 215 75.97 0 123 BANKA 238 65 173 72.69 0 024 MUNGER 142 28 114 80.28 0 025 LAKHISARAI 142 33 107 75.35 2 026 SHEIKHPURA 53 21 32 60.38 0 027 NALANDA 741 53 687 92.71 1 028 PATNA 2501 214 2240 89.56 45 229 BHOJPUR 875 47 828 94.63 0 030 BUXAR 237 42 194 81.86 1 031 KAIMUR (BHABUA) 196 27 169 86.22 0 032 ROHTAS 308 62 246 79.87 0 033 ARWAL 187 10 177 94.65 0 034 JAHANABAD 306 42 261 85.29 3 035 AURANGABAD 298 48 250 83.89 0 036 GAYA 589 180 408 69.27 0 137 NAWADA 611 141 469 76.76 0 138 JAMUI 266 50 210 78.95 6 0 Total 16893 2790 13988 106 9
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