Sanjog helpline facilitates access to public information and acts as a central grievance redressal system for all citizens in Odisha through a call centre.
Source: Government of Odisha
With the advent of ICT in the governing process, today’s citizens have become more empowered, enlightened and more demanding. In order to meet the citizens’ expectations, the Government of Odisha has taken numerous ICT driven initiatives
The Directorate of Public Grievances (DPG), Government of Odisha, promotes ICT as the medium of grievance registration and for performance assessment of government officials. This website application gives a clear picture how various government programs and their status can be assessed by the people and grievances can be looped in appropriate redressal forums.
Sanjog Helpline provides a forum to the government to be in touch with the scheme beneficiaries and allows the citizen to register and address their grievances, via four different modes namely Toll free number, e-Mail, Fax and Letter. The citizens can also assess the status of their grievances through a ticket number provided to them on http://www.sanjoghelpline.in/website/home.html. The system has an inbuilt intimation and escalation process, which allows registered grievances to reach the right authority in the right place at the right time.
This case study was published in September 2012.
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