Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality

STRATEGIC IMPACT STUDY OF ONLINE GRIEVANCE REDRESSAL MANAGEMENT SYSTEM OF BURDWAN MUNICIPALITY

DEPT. OF COMPUTING & INFORMATION SYSTEMSSCHOOL OF COMPUTING AND MATHEMATICAL SCIENCES

Author: Subhendu Maji

STRATEGIC IT - COMP1679

Strategic IT | Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality | Author: Subhendu Maji Slide: 2

Introduction

Strategic impact study of online grievance redressal management system of Burdwan Municipality.• The organisation implemented an online grievance redressal system for the citizens replacing the

existing paper based manual system which was on vogue for more than a century.

• There were some genuine efficiency and integrity issues, inefficiency, mismanagement and corrupt practices.

• As a result the citizens are not always happy they had grievances.

• The organisation is headed by the political representatives they never wanted their voter citizens to be unhappy.

• The organisation wanted to improve citizen experiences to allow them to fill online grievances which riches all the concerned hierarchy automatically and acknowledge them of the resolution by email and SMS.

• The online grievance redressal management system is an online web interface for citizens where citizens or users could inform organisation their grievances on any service delivery issue.


Organisational Background of the Firm

o Burdwan Municipality is an urban local body (ULB) government organisation in Burdwan town.

o Burdwan Municipality was established in the year 1865, and the town is very old and historic.

o This is the main civic body responsible to manage and improve the lifestyle of the town.

o Principal town and civil station of the district; it was also a district capital of British India.

Politician ruled, headed by the Chairman and representatives are elected through public voting every five years.

The present population of the municipal area stretched over 26.30 sq. km is 347,016.


Organisational Background of the FirmOrganisational Hierarchy

o It is the third tier or the bottom most tier of the Indian three tier government system.

o The organisation collects tax, toll and rents and also receives project based funding from state, national government and international bodies like DFID.


Organisational Background of the FirmOrganisational Structure


Organisational Background of the FirmOrganisational Constraints

Self-government faces problem to adopt modern technology.

• The key reason is weak financial condition

• Less skilled human resource

• Organisations are governed by laws made a century ago, which are incapable to meet present needs

• Laws conflicting and preventive


Organisational Background of the FirmTurning Point

o India has seen fast e-governance growth in the last couple of years.

o All most all the national and state government departments and services ware computerised through national e-governance plan.

o The plan encouraged the local governments to take self-initiative to implement computerised service management and delivery.

o Organisations at the grassroots level was incapable to manage technology implementation and without adequate funding.

This organisation took measures to adopt new technology in various fields; like, healthcare, automated solid waste processing, modern printing, construction and planning etc.


Technological System BackgroundThe Beginning

The organisation was not aware of information technology systems.

Individual and departmental initiative

Developed some software tools in-house to be installed on individual systems to computerise the work process

Later all the systems were connected through a mess network

Even then system used to work independently

Network used to share files and to share the internet

At that time there were challenges like• Lack of computer literacy at the end user level• Inadequate infrastructure


Technological System BackgroundTransition

Gradually the organisation started to implement information technology projects.

E-governance projects were implemented in various departments.

This approach eventually helped the organisation leveraging the power of IT.

Initiative taken to implement e-governance with the help of DFID

The organisation got first manpower for information technology


Technological System BackgroundNow

All the departments and the different offices of the organisation spread across the city are connected through optic fibre centralised managed and secured network.

The present infrastructure includes State-of-the-art data centre, hi-tech admin space, team meeting rooms etc. The main office hosts a mini data centre with several secured server infrastructure with almost 100% uptime and efficient performance.

All the employees are trend to use the computer and the required software and all of them use those to perform their official work.

The organisation has got software to manage various departmental workflows which are interconnected to other departmental processes. The software is capable of exchanging information with various departments as well as other related external organisations.


Technological System BackgroundNow (Contd..)

All the citizen services interfaces are computerised.

Processes uses the benefit of digital convergence, like • Tax collection through GPRS connected handheld devices• GPS, GIS and 3D map based field inspection by civil

engineers• Instant holographic birth certificate delivery

Now it is one of the high tech government organisations in the country

The latest addition to the system was citizen service website of the organisation.

The website is a modern contentment management system based modular and scalable web publishing platform to meet all the start-of-the-art modern day web need.

The website contains all the citizen services information provided by the organisation and the delivery process of the same.


Implementation ProcessImplementation

The organisation initiated the planning and implementation of an online grievance redressal management system. The major activities are as follows-

• Project Management• Requirement Analysis• Rollout Planning• Budget / Funding • Legal Compliance• Process Re-engineering• Software Development• Hardware and Software Implementation• Testing• User Training• Promotion


Implementation Process

Initiation

Authority Approval

End of Project

No Project Management

Team Allocation

Yes Requirement Analysis

Requirement Analysis

Planning / Activity Listing Budgeting

Authority Approval

No Yes ProcessRe-engineering

Authority Approval

No Yes Tender Notification &

Award Contract

Development of Software Module

Software & Hardware

Implementation

Approval Testing

No YesUser Training Service Launch Promotion Review report

Project Implementation Flowchart


Implementation ProcessThe Service

• Necessary changes to the web server ware made and network configuration was done following the best industry practices and standards.

• The customised software or rather the component of the site was attached to the main site.• The changes were made in colour scheme to make the look and feel the same as in the main

site.• The component ware enabled to use the same user authentication system on the site.

Online Grievance Redressal System Interface (Alfa Version)


Strategic ImpactThe Fact

October November December January February March April May June July August September October November2012 2012 2012 2013 2013 2013 2013 2013 2013 2013 2013 2013 2013 2013

0

50

100

150

200

250

300

350

400

450

29

34 11

48

79

146 151

166 156 151164 169 174

186

112

197

242

186

144 140 137128

117

144122

29

34

11

160

276

388

337310 296 288 292

286318

308

Number of application Paper Based System

Web Based System

Total Application


Strategic ImpactSWOT Analysis

STRENGTHS

WEAKNESSES

OPPORTUNITIES

THREATS

• Expanded Reach• Available 24 X 7 X 365• Direct Authority Intervention• Better communication with

stake holders• Usage of Information

Convergence• Shorter Resolution time• Better system awareness

• Fear of Non Anonymous use• User need to be computer

savvy• No paper evidence of

grievance submission• Third party service

dependence for Notification sending.

• Making the system anonymous to protect privacy

• Easy collaboration with other organisation

• Better citizen Engagement• Better compliance with law

and standards.• Efficient use of citizen

charter.

• User may not like to use non anonymous system

• Privacy may be compromised

• Over usage of system may halt the system

• Political Campaign against the system

Internal Factors

Externalfactor

Positive Negative


Strategic ImpactWorkflow Re-engineering: Old Redressal ProcessGrievance

submission by Citizen(s)

Accepted by Redressal

Officer

Process End

No Information sought from

Dept. 1

Yes Information sought from

Dept. 3

Information sought from

Dept. 4

Redressal officer Consolidate, review

and Analyse information

Resolution Information to Applicant

Information sought from

Dept. 2

Redressal officer Recommends

action on IssueAuthority approves

action

No Yes

Action taken by Executive Officer

Departmental action

No Yes


Strategic ImpactWorkflow Re-engineering: New Redressal ProcessGrievance

submission by Citizen(s)

Accepted by Redressal

Officer

Process End

No

Information from Dept. 1

Yes Redressal officer Consolidate, review

and Analyse information

Anonymous application

Redressal officer Recommends

action on Issue

Authority approves and sought reply from Dept.

No Yes

Action taken by Executive Officer

Authority approves

action

No Yes




Show Cause to Dept.

YesAuthority approves

punishment action

No

No Yes

Resolution Information to Applicant


PESTEL Analysis

Impact Type Description

P Political

The politician wanted their voter citizens to be happy, that is why this initiative was taken. Consensus between political parties worked for better implementation. All the political parties wanted to promote this as their achievement. Political parties promoted this to their advantage which directly promoted the system itself.

E Economic

The new system increased the efficiency of the employees, which generated extra manpower hour. The new e system reduced use of paper, ink and electricity. The system has enhanced the image of the organisation; it indirectly increased the organisational

brand value. More users used the website in order to use the new system, and the same system has an online tax

payment facility, so it helped to gain more revenue.

S Social The new system helped to reduce corruption within the organisation which helps in social change. The system enabled the citizens to defend their right to the services offered by the municipality.

T Technological Another feather in the wings of e-governance initiative. Citizens used this and all the other services more. The system is available 24 x 7 x 365.

E Environmental The e processing of the documents significantly reduced paperwork; which resulted in huge paper

saving. The new system also reduced printing and photocopying, saving electricity & ink.

L Legal Updated the law, which enabled shorter resolution time. The new law provided a fair scope of explanation to the applicant and accused. Provision of an anonymous application made amending the old law.


Assessment of the Implementation (PIR)

9%

31%

27%

18%

8%

7%

ExcelentVery GoodGoodOKBadVery Bad


Assessment of the Implementation (PIR)

January February March April May June July August September October November0

200

400

600

800

1000

1200

463

612

506

745801

993

914 889938

1020973

Increase in e services use

New User


Proposition for the Future IS Strategy and Conclusion

Some of the suggested strategies for involving more users in online applications are –

Starting a reward program to attract users. Addressing the anonymity issue, educate the users. Create self-explanatory animation or video on how to use the system. Coupling the service with other online services which users use the most. Prominently advertise in online portal. Promise that the online application will be processed faster, do so.

It is also very important to overcome the weaknesses and threats of the project and encash the opportunities as discussed earlier. A regular review of the performance of the system, monitoring of compliance need to be performed for sustainability of the project.

Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality

Government & Nonprofit

Transcript of Strategic Impact Study of Online Grievance Redressal Management System of Burdwan Municipality