Review of Online Public Grievance Monitoring System (e-Samadhan)

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Review of Online Public Grievance Monitoring System (e-Samadhan)
By Prof. Prem Kumar Dhumal Hon’ble Chief Minister Himachal Pradesh
Held at Chief Minister Office Shimla
Prof. Prem Kumar Dhumal Hon’ble Chief Minister Himachal Pradesh reviewed the Online Grievance Monitoring
System (e-Samadhan) on 25 th August 2008 in his office and appreciated the efforts made by the NIC Himachal
Pradesh in designing & developing the software for the department of Redressal of Public Grievances.
Prof. Prem Kumar Dhumal, Chief Minister said that State Government would computerize the public grievances
monitoring system soon in order to speed up the grievances redressal process besides ensuring transparency in
the functioning of the Government. He was addressing the review meeting of department of Redressal of Public
Grievances here today.
Prof. Prem Kumar Dhumal Hon’ble Chief Minister Himachal Pradesh reviewing the
Online Grievance Monitoring System (e-Samadhan)
Shri Arvind Mehta, Principal Secretary; Finance, Shri B.K. Aggarwal, Secretary to Chief Minister & IT; Shri Anil
Khachi, Secretary, Food and Civil Supplies; Shri B.R. Jamwal, Special Secretary, Redressal of Public Grievances
and I≺ Shri R. N. Sharma, Engineer-in-Chief, IPH and Shri Rajesh Bahadur, SIO & Sr. Technical Director
National Informatics Centre were present in the meeting.

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Shri Rajesh Bahadur, SIO National Informatics Centre, Shimla gave a detailed presentation about e-samadhan
software developed by the NIC Himachal Pradesh.
Sh. Rajesh Bahadur, STD & SIO (HP) giving Software Presentation
Chief Minister said that e-Samadhan would connect the office of the Chief Minister to the common man at grass
root level. He said that under the proposed system, any person could register his complaint through cyber café,
personal computer or even in the Deputy Commissioner office which would be monitored at the levels of
Secretaries, Head of the Departments and even the Chief Minister himself who could issue directions to the
concerned officers immediately keeping in view the seriousness of the matter. He said that all the Ministers and
MLAs would also have access to the grievance monitoring system and added that the complainant would be
provided latest information regarding the status of the complaint under the proposed system.
Prof. Dhumal said that with the adoption of this mechanism, complete transparency would be ensured from the
highest office to grass root level besides accountability of the officers towards the public. He said that the present
government is committed to provide efficient and transparent administration to the people of the State and held
credibility of masses in high esteem. He said that all the endeavours of his government would be towards securing
faith of the public. He directed all the departments to provide master data on priority so that the mechanism could
be developed at the earliest which would benefit the people of the State.

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Chief Minister said that State Government was according top priority to the redressal of grievances of the public
and added that the present government is the government of common man and every efforts would be made to
ensure the welfare of common man. He said that computerization of working of Government departments was
very essential in the present times as awareness levels of the public were rising with the growing literacy rate. He
said that all the departments of State Government were being computerized in a phased manner and people were
taking benefits of the process besides obtaining updated timely information of Government schemes. He said that
Reference Monitoring System for monitoring the working of secretariat would be strengthened further and directed
all the departments to ensure the effectiveness of their online services.
Prof. Prem Kumar Dhumal Hon’ble Chief Minister Himachal Pradesh directing the Officers to provide
efficient and transparent administration to the people of the State and securing faith of the public
Chief Minister said that the department of Redressal of Public Grievances has been created to deliver speedy
relief to the people especially in the remote areas of the State and added that Grievance Redressal Cells have
been created in all the departments besides designating nodal officers for attending the public complaints. He said
that Sub-Divisional /District level/State-level Grievances Redressal Committees have been constituted to gear up
the Grievances Redressal Mechanism. He said that State Government was making every effort to facilitate every
section of the society and in order to facilitate women, the government has directed all the departments to ensure
deputing a woman officer at the State Headquarters to look into the complaint registered by women. He said that

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this has been done for the convenience of the rural women in particular who hesitate to approach the authorities
for redressal of their grievances.
Prof Dhumal said said that the officers would be made accountable for ensuring speedy redressal of grievances
and added that any laxity in this regard would be viewed very seriously. He directed the officers to ensure action
within one month of receiving the complaint. He further said that the concerned field officers have to keep the
authorities aware of the status of the grievances besides explaining for the causes of delay.
Shri Bhim Sen, Principal Secretary to Chief Minister stressed upon the need to strengthen the public grievances
monitoring system to facilitate the public and detailed about the action being taken on the cases received by the
department.
In online e-Samadhan system, as a grievance detail is entered into the system, instantly it becomes visible not
only to the concerned office but also to the public and the line of higher authorities including concerned
MLA/Minister and the Chief-Minister. The concerned office will be bound to take necessary action against each
grievance and report the progress by entering the actions taken into the e-Samadhan system as various stake
holders would be monitoring the grievances and sending direction/orders using the e-Samadhan system. In this
system an advice against the grievance may be taken online from the higher authority. On a click of button, the
department-wise pendancy summary may be viewed and may be drilled down to the lower offices. Various search
criteria are available to find or monitor the grievances. There is provision for analysis of various grievance
categories and their occurrence in different areas.
The entry of a grievance in to the e-Samadhan system may occur in one of the following ways: -
I. The public may directly enter using the internet.
II. At any office of the concerned department.
III. At the deputy commissioner office.
IV. At the chief minister office.
V. By the concerned MLA.
As the grievance is entered, a unique grievance number is allotted department-wise by the e-Samadhan system. A
login ID and password is required for all stake holders to access the e-Samadhan system except the public that
may submit the grievance and view its status without any login & password.
The advantages of the e-Samadhan will be transparency, instant availability of grievance & action taken/direction
given on grievance, effective monitoring, Timely disposal of grievance, to make accountability of officials and
concerned officers, reduce the paper work.

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