DF

JANAHITA- USER MANUAL

JANAHITA

Bengaluru

Municipal Reforms Cell,

Introduction

JANAHITA, a Citizen friendly complaint registration and tracking system that functions

over Internet, Phone and Paper form and status track able through complaint ID. Thus,

enabling Citizens and other city stakeholders to understand the city’s problems better and

constructively participate in the governance of the ULB.

Salient Features of the proposed system

Municipal Reforms Cell has built JANAHITA (Public Grievance and Redressal)

application through which citizens can register their complaints with the corporation,

either through the Call Centre, internet, phone, facebook, whatsapp or in person. The

computer system assigns a Complaint Number, which they can use to track and monitor

the progress on the complaints redressal.

The Salient Features of JANAHITA:

o Easy and systematic method to register complaints and track the redressal.

o Citizen can register complaint through Councilors, Call Centre, Web, Phone,

Facebook, Twitter, and Walk-In with Paper-Form.

o After Registration of the Complaint, Complainant (Citizen) will receive SMS and

Email with Registration number (Complaint Number).

o Complaints forms are structured to enable better problem analysis and

assignment.

o The citizen is assigned a computer-generated Complaint-ID and can track the

complaint until it is resolved. This introduces transparency to the system

through computerization and online tracking.

o Automatic routing of complaints to appropriate officials.

o Dynamic, up-to-date complaint statistics, accessible to the public, allowing

for greater civic awareness and citizen participation.

o An easy method of communication between the ULB Officials and the citizen.

Overview of PGR System

Registers complaint through

WhatsApp Facebook Twitter Phone Mobile app Online Written Councilors

Submits Grievances

Citizen

Figure 1: High level System diagram for the JANAHITA

Citizens

PGR online application

(Complaints gets updated)

Call Center (Access to complaints)

Follow up with ULB officials for

timely disposal and update

citizen about redressal of grievances

ULB’s Call Center

Forwarded to Concerned ULB officials

The above figure gives a high level overview of the entire Janahita System. The citizen can

log a complaint either online on the internet, through the phone to the call center or

manually through a paper form submitted to the municipality. In all the three cases the

citizen gets a complaint number back which can be used to track the complaint.

In all the above cases the complaint registered will be assigned to the concerned category

officer through the Janahita Software. For example Health related issues will be assigned

to the Health officer, Education related issues will be assigned to Education Officer and so

on. The system ensures that complaint is clearly the responsibility of one person at any

point of time, thereby reducing confusion and duplication of work.

After some fixed days the complaints will be escalated to the Commissioner.

When the municipal officer logs in the system, he can view all the complaints which have

been routed to his inbox. The municipal officer can

• Take appropriate action to redress the complaint

• In case of any query about the complaint, the municipal user can communicate

with the citizen

• He can update the status as Close or Forward

The first screen of JANAHITA is as follows::

Citizen’s View of the Janahita Application

The citizen uses the Janahita system primarily for

1. Lodging a Grievance

2. Track/Search a Grievance.

Information required for registering a complaint is collected in a structured format to

enable the system to route the complaints to the appropriate official, and to enable the

ULB to run reports on the system.

1. Lodge Your Grievance

Complaint Registration Form

The details taken during grievance registration can be divided into 2 broad categories

1. Complainants details: Name, address and contact details

2. Complaint details: The complaint department, type of complaint, description and

location of the complaint.

Complainant’s Details

This section captures the details of the complainant. It consists of the following fields:

Field Name Description

District Name* Select District Name

ULB Name* Select ULB Name

Name* Enter first name.

Street Address* Enter the street name and address.

Pin Code* Enter pin code of the city/town.

Phone Number Enter the phone number. It should be in the following

format: 080-54272736.

Mobile Number* Enter the mobile number. It should be in the following

format: 98450-223456.

Email Address* Enter the Email Address.

N.B.: Fields marked with a ‘ * ’ are compulsory

On screen, the fields will appear as follows:

Complaint Details

This section consists of complaint details. It includes the following fields:

Select Ward* Select the complaint Ward from the dropdown list.

Select Street Select the Street from the dropdown list.

Grievance Category* This section consists of a list of the broad categories

of complaint types. Each type is further divided into

subtypes that may be selected from the dropdown

list. Complaint types include Engineering Section,

Health, Education, Horticulture, Veterinary,

Information Technology, etc.

Grievance Subcategory* Select subcategories from the dropdown list.

Is Other If the complaint type is different from the types

mentioned above then the citizen may give his own

complaint type by selecting “Yes”.

Other Complaint Types Enter the complaint type apart from the types

specified in the list.

Complaint Location* Enter the location where the problem has occurred.

Details of Complaint* This section gives the citizen a chance to give a

detailed description of the complaint such as the

exact nature of the problem, its duration, etc.

Upload File/Photograph * Upload a file or image related to the complaint.

Enter above Image text * Enter the Captcha Image in the given text box.

On screen, the Complaint Details section of the form will appear as follows:

After entering all the details click on Submit Complaint. The complaint is then submitted

to the corresponding officer within the ULB. An Acknowledgement will be displayed as

shown in the following Fig.

On submitting the form the next screen informs the complainant that their complaint has

been registered successfully. The complaint is allotted a Complaint Number, which the

complainant should communicate in all future communication with the ULB. Citizen can

also use the complaint number to track the complaint.

In the above example, the Complaint Number is GOK-JH-ENG-15-16-292.

2. Track/Search a Grievance

Citizen can track their complaint using the Complaint Number and Mobile Number.

The Screen for this is as follows:

After entering the Complaint Number and Click on GetStatus button, the following screen

will be displayed:

Citizen can know the status whether it is opened or Closed by the above screen. If the

status is closed, Citizen can download the Action Taken Report by clicking on the Green

button.

After Entering the Mobile Number also Citizen can track the details of complaint, the

screen is as follows:

OFFICIAL Administration

The complaints of the citizen is Redressed by the ULB Staff. Official can Login into the

Janahita system is signified by a unique username and password. ULB staff can check the

complaints assigned to them by looking at their inbox.

LOGIN

Please enter Username and Password and Login into the system as shown in following

figure:

On clicking Sign In you get the following form.

Here you have following options.

� Lodge Your Grievance: You can Register Complaints by clicking on this link. On

clicking the Registration of Complaints form is displayed. This form is same as that

of the citizen Register Complaints form that has been explained earlier in this

document. It consists of different modes of Complaints they are:

• Paper Form

• Councilor/Representative

• Watsapp

• Face Book

� Track/Search a Grievance: You can track the complaint based on Complaint

Number and Mobile Number.

� Pending Complaints: This is your Inbox and displays all the complaints that have

been assigned to you and which are in OPEN Status.

� Dashboard: This allows you to look at various reports in the system by querying

on various parameters.

Pending Complaints

On clicking the Pending Complaints option you get the following form. Here you can

see the table of complaints listed with details like Complaint Number, Grievance Date,

Complaint Name, Complaint Telephone, Mobile No, Resolution Date. If you want to see

the full details of the complaint with options to redress the complaint then click on the

Complaint Number link.

On clicking the Complaint Number link you get the Complaint Details Form. The Complaint

details form is as shown below. The ULB official will have the option to CLOSE the

complaint as shown in the screen shot, by choosing the Close option from the dropdown.

Upload an Action Taken Report when the status is closed. It is mandatory.

After entering all the details click on Submit.

Upon clicking Submit you get the following form. You can see the complaint details with

the comment added by the concerned officer in Complaint Messages box.

Dashboard:

Here you can see the table of complaints listed with details like Online Complaints, Manual

Complaints, Complaints over Phone, Complaints through Facebook.

Upon Clicking on the Numbers link the table of Complaint details will be displayed.

Upon Clicking on the Complaint Id the details of the Complaint is displayed as shown above.

Log Out: - It is a good practice to log out from the system as soon as you finish

processing of the complaints. To log out, just click on the Log Out link.