E-GOVERNANCE MASTER E-JANASPANDANA SYSTEMS
Redressal of Public Grievances is very critical for effective and good governance. Effective Redressal of grievances requires an integrated and comprehensive approach and an effective IT solution capturing the lifecycle and administrative decision making in Government departments and PSUs. If we see the landscape of effective Grievance Management Systems functional in Government, EJanaspandana Systems of Government of Karnataka stands out as a role model. The E-Janaspandana system in Karnataka Government is an integrated comprehensive system to receive and redress grievances from Chief Minister’s office to departments/districts, Tehshils and below. It has multichannel receipt of grievances – Online, helpline/Call centre, Paper/Letter receipts at Government departments and CM Janatha Darshan Programs. The system has both Kannada and English Language support and has extensive multi-dimensional and multilevel reporting system. System has more than 200 departments/ PSUs/ Undertakings and close to thousand complaint categories. System also has integrated Dashboards to allow daily, monthly and overdue monitoring whose reports are public viewable also. Each of the reports E-governance Master E-Janaspandana Systems is drilled down to allow navigation either district wise or department wise. Once drilled down at one level, further drilled down to next level allows choice of navigation between service wise and taluk wise. This helps in very effective day to day monitoring of grievances system also. In a candid interview with Satish Kumar, Managing Director of Suparna Systems, the company behind the success of E-Janaspandana Systems, we have been able to get the further details of the subject. Here are the excerpts: Q What do you feel is the most important factor in success of this implementation of Public Grievance Management Systems? The most important factor in any successful E-governance program is leadership and commitment from Government s ide. Dr. Shalini Rajneesh, Principal Secretary of Department of Information and Kannada Culture, has shown an exemplary leadership and commitment in its implementation. Infact, each of the reports has been seen and improved multiple number of times by Dr. Shalini before it came to use. I would like to cite an example of the first time usage of this egovernance application at CM Janatha Darshan Program on 13th November 2013. Both Saturday and Sunday are their weekly offs, but she worked on every aspect of this software one by one for both days – going to a level of even correcting spelling mistakes. Government Egovernance programs are inherently complex and require a lot of domain and administrative understanding of Government. So leadership from government side is very important for its success and people like Dr. Shalini, convert such difficult tasks into easier ones. I think it is leadership which matters more than technology or a particular vendor. Q Why was Java your choice of Implementation is always in Government? We always wish to use open architectures. Java is a proven technology for large scale IT implementations whether in enterprise or Government. Also as an organization we had developed a lot of competency in Java. We are planning to go for Ruby On Rails in future E-governance projects which have emerged as a choice of technology particularly in the Silicon Valley startups. Such effective Integrated Public Grievances Redressal Systems can bring about a revolution in E-governance maintainance.