Gandhinagar: Chief minister Bhupendra Patel will launch SWAGAT 2.0, the state govt’s online grievance redressal system, which has been upgraded with ‘auto escalation metrics‘, on Dec 25 to mark the Good Governance Day.
An official statement said that following the success of the auto escalation metrics pilot project in the revenue and panchayat departments and in Patan and Kheda districts, the CM decided to implement it across all departments and districts.
The CM will also launch a mobile application for SWAGAT, and citizens can register with their mobile numbers on the SWAGAT mobile app to submit complaints online and check their status. The online grievance redressal system was launched by Prime Minister Narendra Modi in 2003 when he was chief minister of Gujarat, and it has since achieved a grievance resolution rate of 98%. An official statement said SWAGAT has expanded from the state-level to district, taluka, and village levels.
In the auto escalation metrics, applications or complaints are classified into ‘green’, ‘yellow’, or ‘red’ categories based on their severity or complexity, with a specific time limit set for resolving complaints at the each level. Complaints are sent online to the login of the officer directly responsible for grievance redressal. The applicant is also informed via SMS. The officer concerned must take necessary action within the specified time limit regarding the applicant’s representation.
The officer must upload the action taken online on the portal with the necessary documents. The applicant can also download the response to their representation using their unique ID. If the responsible officer does not respond within the specified time limit, the representation is automatically escalated to the account of the next higher-level officer, the statement said.
The higher-level officer is then responsible for resolving the representation. The response given to the applicant must be verified by the next higher-level officer. Only after satisfactory and proper resolution is verified is the representation considered finally resolved.
Applicants can provide feedback on the actions taken regarding their complaints/representations. If the applicant is not satisfied with the actions taken on their representation, they can provide feedback and escalate the representation to a higher-level officer. The CMO also simultaneously monitors these applications, the statement added.
