SUGAM-RPG (the single point public Grievance Redressal portal of Government of Rajasthan ) :: National Informatics Centre

  • Project Category : Best Government to Citizen Initiative of the Year

    Details of Applicant :

    Name : Chandan Sen
    Address :  National Informatics Centre, District Centre, Collectorate  Bundi
    City : Bundi
    State : Rajasthan.
    Country : INDIA
    Zip Code : 323001

    Details of Project/Implementing Agency :

    Name of Organisation : National Informatics Centre
    Address :  National Informatics Centre, 8318, North West Block, Secretariat
    City:Jaipur
    State: Rajasthan
    Country : INDIA
    Zip Code : 302020

    Name of the head of Organisation : Smt Indu Gupta

    Web : http://raj.nic.in

    Brief description of the programme/project/Initiative :

    SUGAM the single point public Grievance Redressal portal of Government of Rajasthan is a web based system, developed in order to provide an effective grievance redressal mechanism for the citizens of Rajasthan. The Department of Removal of Public Grievances, Government of Rajasthan is the nodal department for execution of this project. This system can be accessed by using the URL http://sugamrpg.raj.nic.in Single window system for grievance redressal and service delivery – Sugam RPG – was launched by Shri V. Naraynsami, Minister of State , PMO and Administrative Reforms & Public Grievances, GoI and Hon’ble Chief Minister of Rajasthan Shri Ashok Gehlot in Jaipur on 12th May 2011.

    The System has been designed and developed with a view to achieve the uniform and systematic approach towards monitoring of procedures by adopting a comprehensive classification and standardization of grievances and redressal across the government departments. The system facilitates to generate unique registration number upon the online submission of grievances from citizens through Internet. Also facilitates to generate Acknowledgement slip upon the submission of grievances at SUGAM centre or at concerned department. The system facilitates to generate monitoring reports as per the requirement of departments/offices for effective monitoring for pending grievances. The SUGAM RPG system provides multiple channels for grievance lodging to the citizen. A complainant can lodge grievance related to any department, corporation, Urban Development Authorities, etc. through SUGAM-RPG web portal, telephone, letter, mail or by approaching any govt. office upto Tehsil level.

    Objective :

    The System has been designed and developed with a view to achieve the uniform and systematic approach towards monitoring of procedures by adopting a comprehensive classification and standardization of grievances and redressal across the government departments. SUGAM is empowering the common man and also government officials to redress public grievances in an effective manner. It is helping the citizen to get better services in the state and also provide efficient mechanism for grievance redressal.

    Target group : Citizens of Rajasthan

    Date from which the project became operational : 05/12/2011

    Is the Project still operational : YES

    10 points that make the programme/project innovative?

    1. The system has been developed to provide multiple channels for receiving grievance from citizens.
    2. The citizen can directly lodge the complaint through SUGAM web portal.
    3. A SUGAM call centre has been established at Secretarial to facilitate grievance lodging by the citizen through any of the following modes:
    4. The system facilitates to generate unique registration number upon the online submission of grievances from citizens through Internet. Also facilitates to generate Acknowledgement slip upon the submission of grievances at SUGAM centre or at concerned department.
    5. The system facilitates to generate monitoring reports as per the requirement of departments/offices for effective monitoring for pending grievances.
    6. It is helping the citizen to get better services in the state and also provide efficient mechanism for grievance redressal thus reflecting the responsiveness of the administration and the transparency towards the common man.
    7. It’s different in the sense that its is using the state of the art technology custom made as per the requirements of the state and stops redundancy, time and cost savings besides many form of MIS can be generated from the data transactions facilitating the government functioning
    8. Software design to deliver services according to administrative procedure
    9. The citizen is getting the facility in the way he wants, whenever he wants in his local dialect (hindi) with enclosures etc..Thus leaving the petioner fully satisfied and happy


    List the 5 achievements of the programme/project?

    1. The system facilitates to generate unique registration number upon the online submission of grievances from citizens through Internet. Also facilitates to generate Acknowledgement slip upon the submission of grievances at SUGAM centre or at concerned department. The efficacy of the system has been very high and it has been able to redress long pending grievances bringing smiles in the faces of the common citizen. The monitoring of the grievance redressal is possible at five levels includingthe district collector.
    2. The citizen is also convinced about the channel to put forward his grievance and he is updated about its status from time to time. People from Remote areas are logging there complaints and getting there grievance redressed. The level of confidence in the system of the common man in the system is tremendous.
    3. The responsiveness of the government towards the redressal of public grievances is enhanced and the delivery of G2C services done efficiently and effectively.
    4. For the higher authorities the grievance received by various HOD’s and its redressal is simultaneously monitored.
    5. The multifaceted system has proven to be a boon for all. The SUGAM RPG system provides multiple channels for grievance lodging to the citizen. A complainant can lodge grievance related to any department, corporation, Urban Development Authorities, etc. through SUGAM-RPG web portal, telephone., letter, mail or by approaching any govt. office upto Tehsil level.


    List the 5 key challenges faced while implementing the programme/project/initiative :

    1. Dependency on other PGV monitoring systems at the district levels initiallyby the DC’s.
    2. Resistance of clerical staff – Proper Training and Confidence build-up .
    3. Less cooperation by the officials and lack of faith in the project initially.
    4. Little awareness about computerized work environment at supervisory & executive level.
    5. With a strong political will the government has provided hardware and other resources for its thorough implementation. Training of officials, monitoring and timely updations.


    List the 5 points how can the programme serve as a model that can be replicated or adapted by others?

    1. The system has been designed and developed with a view to achieve the uniform and systematic approach towards monitoring of procedures by adopting a comprehensive classification and standardization of grievances and redressal across the government departments. It can be replicated with ease to all other departments.
    2. It’s an integrated, self sufficient system meeting all the requirements.
    3. It’s also easy to use both for the complainant and authorities. Available both in English and Hindi.
    4. The backup and support is very good at various levels from the secretariat to the DC office with monitoring by the CM himself.


    List 5 points to elaborate on the scalability of the programme/project/initiative :

    1. Security audited site.
    2. Web applications single server, less man power needed, optimization high
    3. Portabilty is good
    4. Scalability of the system is quite good
  • eWorld Forum 2012 :: Award Winners



Address: Elets Technomedia Pvt Ltd., Stellar IT Park, 7A/7B, 5th floor, Annexe Building, C-25, Sector 62, Noida, Uttar Pradesh 201301
Contact No: +91-120-4812600.
Web: www.eletsonline.com