Description
SWAGAT is ICT based communication application to improve the unaddressed public grievances
Let’s Welcome this Technological Change: A CAse of ‘Swagat’ in gujarat
INTRODUCTION
? E-Governance is the use of Information and
Communication Technology (ICT) to bring about Simple, Moral, Accountable, Responsible & Transparent (SMART) governance
? Gujarat has initiated a large number of Government
to Citizen(G2C), Government to Government (G2G) and Government to Business (G2B) e-governance projects
? Gujarat state has been at the forefront of
development and has made significant investments in ICT projects for improving governance and augmenting citizen services
? One such effective G2C e-governance initiative is
called “State Wide Attention on Public Grievances by Application of Technology” – SWAGAT
GOVERNANCE ENABLING MECHANISM for rolling out ICT initiatives
?
Gujarat Informatics Limited (GIL) is a nodal agency established by the Government of Gujarat to promote IT and accelerate various e-governance initiatives in the state
?
It facilitates implementation in terms of purchases of hardware, software and provision for appropriate skill sets
It has worked towards computerization of Government departments, training of CIOs, developing applications and signiong MOUs with leading national and international companies
?
RESEARCH DESIGN
? The research was exploratory in nature ? Primary as well as secondary data was collected ? Primary data was collected using surveys
(interviews) and observation methods ? Officers of National Informatics Centre (NIC), SWAGAT and citizens were interviewed ? SWAGAT cells and proceedings were observed ? The secondary data was availed from websites of the central and state governments
SWAGAT
• Introduced on 23rd April, 2003 – ICT based communication •
•
• • • •
application to improve the un – addressed public grievances Developed by National Informatics Center &Executed under CMO of govt. of Gujarat It brings transparency & accountability of government It was reviewed by “Grievance Cell” Policy intervention issues were passed onto the CM “SWAGAT Cell” has 2 officers and 6 staff @ Gandhinagar Secretariat Two Broad Principles:
1. 2.
Citizen’s own problem will be redressed Citizen has to come on his own and represent his case
Evolution of SWAGAT
? Under leadership of Keshubhai Patel – ex CM of Gujarat was started a
“Jansampark Cell” ? It received, processed, forwarded, monitored, analyzed manually for preparation and submission of summary reports ? CM was directly involved in the process ? Became more widespread with the application of technology & aggression of current CM Shri Narendra Modi
? Grievances classification as follows:
S.No 1 2 3
Grievances First Timer Long Pending (4-6 months) Policy Matters (only secretary gives answer to CM)
Grievance Process
1) On SWAGAT day – 4th Thursday of each month, applicants submit their 2) 3) 4)
5)
6)
7)
grievances between 10:30 am and 12:30 pm in the CM’s Secretariat By 02:30 pm, a summary report is presented to the CM with details of all the grievances On avg., 10 – 15 applications are handled in the duration of 2 – 2.30 hours All district collectors, DDOs, other senior officers of district remain connected with the CM’s SWAGAT cell using the multi–party video–conferencing facility installed at each district The discussion is also live for public through DSAT center in every tehsil Acknowledgement is given to each applicant and communication is also sent to respective collector by mail and phone. 2 – Tier Arrangement:? A prior public notice is given to the people to represent their grievances through advt. in newspaper, cable TV, and other local media ? Grievances are then sent to respective departments and then addressed by 4th Thursday
SWAGAT SESSION
ROLE OF TECHNOLOGY IN SWAGAT
? Data Entry ? Scanning ? Process Tracking
? Classification
OUTPUT
? Tabular & Graphics form to be sent to CM & district
collector
Gujarat State Wide Area Network
? GSWAN: state owned, internet protocol based multi
services converged WAN connecting administration up to Taluka level.
? Connectivity
? Scalable
Sachivalaya Integrated Communication Network
? Voice communication network
Characteristics: ? Faster communication ? Low cost
Critical Evaluation of SWAGAT
Instrument ? ICT Benefits ? Faith & confidence of citizens in governance ? Transparency ? Accountability ? Reduced response time ? Reduced cost of settling grievances
DIRECT & INDIRECT ADVANTAGES
? Common citizens can access the highest authority of
the state to resolve the most challenging cases ? Citizens have the facility to know the status of their problem from their nearest internet access point, which will be at their own location or at the local Government office. ? SWAGAT has had an even more powerful indirect impact in encouraging state officials to resolve grievances before they reach the SWAGAT stage.
Some Results
36642 grievances redressed out of 38730 grievances registered in different districts of state.
Grievance Status Total grievance received Total grievance redressed State level 934 907 District level 40423 38307 Taluka level 16147 14419
Total complaints pending
27
1044
1728
Recognitions
? International best practice case study, 2003 ? Manthan Award, 2005 ? Finalist for United Nations Public Service Awards,
2006 ? Finalist for Microsoft e-Governance Award, 2006 ? Winner of United Nations Public service award, 2010
ISSUES
? Bureaucratic culture ? Resistant to learning new art and science of e-
governance.
? Traditional methods of administrative personnel.
Concerned Issue & Suggestions
1.
Orientation
a. b. c.
Compensation Future/Career Prospects Working directly with the CM & not with the surveillance of CM Understanding of Technology & its benefits E – Commerce – a new Level of open-mindedness to IT Make them learn the new skills in operating high-end equipment Good communication and teamwork will go a long way in the workplace. Willing acceptance Unlearn the existed bureaucratic culture Use their skills, talent and experience to do the best job they can in the workplace.
2.
Training and Development
a. b. c. d.
3.
Acceptance of E – Governance
a. b. c.
THANK YOU!!!!
doc_276628887.pptx
SWAGAT is ICT based communication application to improve the unaddressed public grievances
Let’s Welcome this Technological Change: A CAse of ‘Swagat’ in gujarat
INTRODUCTION
? E-Governance is the use of Information and
Communication Technology (ICT) to bring about Simple, Moral, Accountable, Responsible & Transparent (SMART) governance
? Gujarat has initiated a large number of Government
to Citizen(G2C), Government to Government (G2G) and Government to Business (G2B) e-governance projects
? Gujarat state has been at the forefront of
development and has made significant investments in ICT projects for improving governance and augmenting citizen services
? One such effective G2C e-governance initiative is
called “State Wide Attention on Public Grievances by Application of Technology” – SWAGAT
GOVERNANCE ENABLING MECHANISM for rolling out ICT initiatives
?
Gujarat Informatics Limited (GIL) is a nodal agency established by the Government of Gujarat to promote IT and accelerate various e-governance initiatives in the state
?
It facilitates implementation in terms of purchases of hardware, software and provision for appropriate skill sets
It has worked towards computerization of Government departments, training of CIOs, developing applications and signiong MOUs with leading national and international companies
?
RESEARCH DESIGN
? The research was exploratory in nature ? Primary as well as secondary data was collected ? Primary data was collected using surveys
(interviews) and observation methods ? Officers of National Informatics Centre (NIC), SWAGAT and citizens were interviewed ? SWAGAT cells and proceedings were observed ? The secondary data was availed from websites of the central and state governments
SWAGAT
• Introduced on 23rd April, 2003 – ICT based communication •
•
• • • •
application to improve the un – addressed public grievances Developed by National Informatics Center &Executed under CMO of govt. of Gujarat It brings transparency & accountability of government It was reviewed by “Grievance Cell” Policy intervention issues were passed onto the CM “SWAGAT Cell” has 2 officers and 6 staff @ Gandhinagar Secretariat Two Broad Principles:
1. 2.
Citizen’s own problem will be redressed Citizen has to come on his own and represent his case
Evolution of SWAGAT
? Under leadership of Keshubhai Patel – ex CM of Gujarat was started a
“Jansampark Cell” ? It received, processed, forwarded, monitored, analyzed manually for preparation and submission of summary reports ? CM was directly involved in the process ? Became more widespread with the application of technology & aggression of current CM Shri Narendra Modi
? Grievances classification as follows:
S.No 1 2 3
Grievances First Timer Long Pending (4-6 months) Policy Matters (only secretary gives answer to CM)
Grievance Process
1) On SWAGAT day – 4th Thursday of each month, applicants submit their 2) 3) 4)
5)
6)
7)
grievances between 10:30 am and 12:30 pm in the CM’s Secretariat By 02:30 pm, a summary report is presented to the CM with details of all the grievances On avg., 10 – 15 applications are handled in the duration of 2 – 2.30 hours All district collectors, DDOs, other senior officers of district remain connected with the CM’s SWAGAT cell using the multi–party video–conferencing facility installed at each district The discussion is also live for public through DSAT center in every tehsil Acknowledgement is given to each applicant and communication is also sent to respective collector by mail and phone. 2 – Tier Arrangement:? A prior public notice is given to the people to represent their grievances through advt. in newspaper, cable TV, and other local media ? Grievances are then sent to respective departments and then addressed by 4th Thursday
SWAGAT SESSION
ROLE OF TECHNOLOGY IN SWAGAT
? Data Entry ? Scanning ? Process Tracking
? Classification
OUTPUT
? Tabular & Graphics form to be sent to CM & district
collector
Gujarat State Wide Area Network
? GSWAN: state owned, internet protocol based multi
services converged WAN connecting administration up to Taluka level.
? Connectivity
? Scalable
Sachivalaya Integrated Communication Network
? Voice communication network
Characteristics: ? Faster communication ? Low cost
Critical Evaluation of SWAGAT
Instrument ? ICT Benefits ? Faith & confidence of citizens in governance ? Transparency ? Accountability ? Reduced response time ? Reduced cost of settling grievances
DIRECT & INDIRECT ADVANTAGES
? Common citizens can access the highest authority of
the state to resolve the most challenging cases ? Citizens have the facility to know the status of their problem from their nearest internet access point, which will be at their own location or at the local Government office. ? SWAGAT has had an even more powerful indirect impact in encouraging state officials to resolve grievances before they reach the SWAGAT stage.
Some Results
36642 grievances redressed out of 38730 grievances registered in different districts of state.
Grievance Status Total grievance received Total grievance redressed State level 934 907 District level 40423 38307 Taluka level 16147 14419
Total complaints pending
27
1044
1728
Recognitions
? International best practice case study, 2003 ? Manthan Award, 2005 ? Finalist for United Nations Public Service Awards,
2006 ? Finalist for Microsoft e-Governance Award, 2006 ? Winner of United Nations Public service award, 2010
ISSUES
? Bureaucratic culture ? Resistant to learning new art and science of e-
governance.
? Traditional methods of administrative personnel.
Concerned Issue & Suggestions
1.
Orientation
a. b. c.
Compensation Future/Career Prospects Working directly with the CM & not with the surveillance of CM Understanding of Technology & its benefits E – Commerce – a new Level of open-mindedness to IT Make them learn the new skills in operating high-end equipment Good communication and teamwork will go a long way in the workplace. Willing acceptance Unlearn the existed bureaucratic culture Use their skills, talent and experience to do the best job they can in the workplace.
2.
Training and Development
a. b. c. d.
3.
Acceptance of E – Governance
a. b. c.
THANK YOU!!!!
doc_276628887.pptx