Sector Wide Approach to Strengthening Health ( SWASTH )

Bihar Technical Assistance Support Team (BTAST)
Government of Bihar initiative supported by Department for International Development, UK


Bihar PHED launches cell for monitoring grievances

The PHED-CGRC is also developing a mobile application for the officers to view the complaint.

New Delhi/ Patna: To make the government system more responsive towards people, the Bihar Public Health and Engineering Department (PHED) has set-up a Centralized Grievance Redress Cell (CGRC) on17th July 2015. The Call Centre was inaugurated by the Chief Minister, Nitish Kumar by making a call and registering a complaint.

CGRC has been designed to provide a centralized contact point for easier access to information related to PHED’s numerous schemes and services. The cell will also provide a platform to citizens for registering their grievances and feedback.

The Bihar Technical Assistance Support Team (BTAST) is providing technical assistance to CGRC. BTAST is an initiative of Bihar Government supported by DFID-UK to implement the Sector Wide Approach to Strengthen Health (SWASTH) in Bihar.

The CGRC initiative of PHED aims at making the administration of the department more citizen-friendly. Over the course of time, CGRC shall also develop a citizen charter for defining the timeline required to address grievances falling under various categories and sub-categories.

The CGRC system is equipped to assign, store and track unique complaint IDs. It allows defining target Turn-Around-Times (TATs) against each category and sub-categories of complaint based on the citizens’ charter and measure the actual TATs on all complaints.

The CGRC application has a built-in escalation matrix for resolution of grievances in a time-bound fashion. This will provide control to PHED for online monitoring of the grievance redressal procedure. The application will have the ability to classify different complaint types from different sources based on pre-defined customizable rules.

The CGRC system is conceived to facilitate setting up of alerts for an open complaint nearing the assigned time, as well as committed turnaround time. The system shall facilitate feedback to the complainant, and provide information to the PHED on the quality of service and efficiency of the system.

CGRC has introduced a centralized Toll-free number (1800-123-1121) for people to register their complaint. For their grievance, people can also reach out to the department by writing an email or visiting its website.

A complainant receives an acknowledgement after registration of the complaint or grievance. A text message containing a brief info is shared with a complainant and based on the grievance redressal matrix, a text is sent to the action taking officer. This reduces the delay caused while reaching out to the officer concerned.

CGRC generated unique complaint ID is used to track the progress of the complaint resolution. Citizens can track the status of the complaint by visiting the website or by calling the grievance cell. GCRC is capable of sending summary of complaints to mid and/or senior level officials through SMS/eMail.

The PHED-CGRC is also developing a mobile application for the officers to view the complaint and/or update the status of the complaint along with viewing the management information system (MIS).

CGRC cell would also house a dashboard for all level of officials who part of the grievance redress application. The dashboard with its intelligent graphics, tabular and trend analysis would help the decision making authority for taking corrective measures towards improving the efficiency and effectiveness of the system.