Rajasthan Sampark 2.
0
Training (HOD & SLNO)
705659
Table of Content
1 Introduction & Purpose
2 Comparison between Raj. Sampark 1.0 and Raj. Sampark 2.0
3 Service & Scheme
4 Grievance Redressal
5 Tour & Inspection
6 Reality Check
7 E-Jansunwai
8 Advanced Mobile App
2
Introduction
• Rajasthan Sampark was introduced in 2014 as a grievance redressal system. Grievances was
manually forwarded by the Nodal officer to the concerned officer of the department.
• A hierarchical grievance handling system was established in 2017 with four levels i.e. L4 (Highest),
L3, L2, and L1 (Lowest) and Grievances were assigned to the L1 officer based on the subject and
location.
• In reference to above, now a Centralized platform “Rajasthan Sampark 2.0” for grievance redressal
with the prime focus on monitoring and facilitate service delivery system for all the departments
with the facility of apply for service/scheme with auto intimation to citizen for shortcoming in
application applied for service through e-Mitra in case service are not delivered in stipulated time
frame. Rajasthan Sampark 2.0 covers 41 districts(including Tehsil, GPs) and all government
departments, boards / corporations, and educational institutions.
3
Purpose
• This training's objective is to give the state level nodal officers, monitoring officials, and concerned
officers and authorities a fundamental understanding of the grievance quality disposition procedure.
• Providing a resolution process that is effective and equitable for all parties is the aim. Additionally, it
will assist authorities in determining the nature of grievances and how to resolve them in a way that
will benefit citizens.
4
Comparison between RajSampark 1.0 and RajSampark 2.0
Features Rajasthan Sampark 1.0 Rajasthan Sampark 2.0
Monitoring, facilitating in service delivery mechanism for all government
Integration with all Service
Not Available departments, auto intimation to citizen for shortcoming in application applied for
Delivery platforms
service
Auto Generation of Auto grievance generation for all Government schemes/ services not delivered
Not Available
Grievance in stipulated time frame from various service delivery platforms
Category A- Service Delivery failure
Category B- Urgent Nature
Categorization of Grievances Not Available Category C- Casual Nature/ General
Category D- Demand/ New Development work
Category E- Employees/ Court and Enquiry matters
Grievance Registration Form Grievance form is static Dynamic Grievance form (Customized as per department/subject)
Website, Toll-Free Number AI based Voicebot & Chatbot, WhatsApp, Mobile App, Website, Toll-Free
Interaction Channels
(181), Mobile App Number (181)
o Facilitate to fulfill the shortcomings in application
Auto Intimation Not Available
o Automated alerts and escalation mechanisms
Mobile App Basic Advanced user-friendly interface with AI based Voicebot & Chatbot
Capture location of citizen/ officers/ officials for various use cases like Grievance
Integration with GIS Not Available
registration, Grievance disposal, Tour module etc
Incorporating video conferencing (VC) facilities for the resolution and monitoring
E Sunwai Not Available of citizen grievances, ultimately fostering a sense of being heard and valued
among the citizenries.
5
1 Services and Schemes
6
Overview
• The "Rajasthan Sampark 2.0" platform streamlines the application process for government schemes and
services, ensuring citizens can conveniently access and apply for various schemes/services. Rajasthan
Sampark 2.0 is being integrated with all service delivery platforms, such as E-Mitra as well as websites of
other departments like Social Justice, Health, Rural Development, and Education etc.
• State-level officers can monitor the performance of their department's scheme & service delivery, which is
registered over a time period, and their current status on which no action is taken against such applications.
The whole view will be available on a single dashboard, no matter if the service can be accessed through
Emitra or Sampark.
• if the applied service/scheme extends beyond the defined timeline; the system can automatically converts
the application into an auto-generated grievance. This ensures swift attention to the matter.
7
Demo - Services and Schemes
8
Services and Schemes application
9
Bonafide Certificate
10
Bonafide Certificate
11
Bonafide Certificate
12
Service & Scheme Dashboard
13
Demo - Dashboard
14
Roles & Responsibilities
• HOD and SLNO need to regularly monitor the service delivery of the respective departments.
• Ensure compliance with transparency and timelines as per the Rajasthan Guaranteed Delivery of Public
Services Act 2011 (RGDPS Act 2011).
• Ensure that the department officers are equipped and trained to handle applications/grievances
15
2 Grievance Redressal
16
Grievance Redressal Overview
• Grievance Management:
Categorization of grievances: Based on nature of grievance, each grievance shall be categorized into 5
categories namely Category A, Category B, Category C, Category D and Category E to ensure proper
grievance registration and its redressal. The categorization of grievances is described below:
Category A (Service Delivery failure): Grievances related to non-receiving of any certificate / benefits or any
other deliverables under any government schemes/services. Deliverables can be cash, Kind or services given
by government.
Category B (Urgent Nature): Subjects which require immediate attention and are of urgent nature like dead
animal, damage pipeline etc.
Category C (Casual Nature/ General): All Grievance which are general in nature
Category D (Demand/ New Development work): All kind of demands related to developmental work
Category E (Employees/ Court and Enquiry matters) : Grievance related to corruption or enquiry against any
government staff, and all court case related grievances
17
Disposal Overview
Category A (Service Delivery failure)
• Grievance is auto allocated to the next dealing officer (above L1 officer) based on the subject and
location of the grievance.
Category B (Urgent Nature)
• These category grievance need urgent attention.
• Grievance is allocated to the respective dealing officer based on the subject and location of the
grievance.
• Campaign (at 181 call center) shall be created to monitor and follow up the urgent nature grievance.
• Once the grievance is allocated to the concerned ground level officer, the officer should contact the
complainant and take necessary action and resolve the grievance.
Category C (Casual Nature/ General)
• Grievance is auto allocated to the respective dealing officer based on the subject and location of the
grievance, Officer needs to resolve grievance with subject timeline like Sampark 1.0
18
Disposal Overview
Category D (Demand/ New Development work)
• Grievance is auto allocated to the respective dealing officer (L1 officer) based on the subject and
location of the grievance.
• Against genuine development demands, officer will prepare proposal .These proposal can be present to
local authority such as the Gram Sabha.
Category E (Employees/ Court and Enquiry matters)
• Grievance is allocated to the respective District Collector/Head of Department based on the subject and
location of the grievance.
• The officer will understand the actual grievance and moderate (approve/reject) the grievance for further
processing.
• Such grievances can be allocated to any officer under his/her jurisdiction as per wish (means the
moderator can define the dealing officer).
19
Grievance Workflow – Auto Allocation
Category A Grievance Escalation Levels
(Bottom – Up Approach)
Category B
Go to Lowest
Level Officer for
L1 L2 L3 L4
G R I E VAN C E T Y P E
Category C further
Processing
MONITORING
Category D
If Approved
Action Taken
SUPERVISOR • Forward
Category E (District Collector) • Partial Closure (Relief)
Action Taken • Partial Special Closure
Approved (Reject)
OR • Transfer
Reject • Request for Directions
from Senior Level
• Directions to Junior
officer
• Remark
20
Grievance Workflow – Disposal
Grievance Disposal Workflow (Escalation Process)
L1 L2 L3 L4
MONITORING
Partial Closure Partial Closure Partial Closure
(Relief) (Relief) (Relief)
OR OR OR
Partial Closure Partial Closure Partial Closure
(Reject) (Reject) (Reject)
4 4 4
Verification Verification Verification
Process by CCC Process by CCC Process by CCC
If Citizen Not Satisfied If Citizen Not Satisfied
21
Demo – Dynamic Fields in Grievance Entry
22
Dynamic Grievance Entry Form
JDA JVVNL
23
Grievance Disposal
Click parivad option and
check the grievance
disposal dashboard.
24
Grievance Disposal
Categories of Grievance
25
Grievance Disposal
Categories of Grievance
Single action can be taken
over multiple same
grievances.
Available Action
Attach Action Taken Report
26
Roles & Responsibilities
• Create their offices, subjects, its category and define timeline for grievance redressal.
• Level wise officer mapping for based on subject and location.
• Define level wise designation hierarchy for subjects.
• Regularly monitoring the performance of the grievance redressal at level of districts/blocks.
• Moderate transfer grievances to concerned department.
• Oversee the effective implementation of the grievance redressal process.
27
SLNO Dashboard
Grievance pending at SLNO
28
3 Tour & Inspection
29
Tour & Inspection Overview
• Tour & Inspection facilitates government officials to plan, co-plan, and conduct their tours, such as visits,
Ratri Choupal, inspections, meetings, and Jansunwai.
• Officers can improve their travel itineraries by integrating the GIS system with the Tour & Inspection
system in Rajasthan Sampark 2.0.
• Department HOD appoints a nodal officer for the tour. Tour targets shall be given to officers.
• As per targets, officers can schedule their tour for the particular month.
• The officer can visit the location and complete the tour.
• Before the 10th of next month, officer needs to submit their tour; otherwise, tour filling will be locked in
that month.
• If an officer is unable to schedule a tour before the visit, they can fill out the tour in non-scheduled tours.
Once the tour is locked, a defreeze request will need to be submitted to the nodal officer. If the nodal
officer approves this request, then the officer can fill the tour for that month.
30
Tour & Inspection Workflow
31
Tour & Inspection Dashboard
Schedule New Tour
32
Schedule Tour list
Officer Scheduled Tour
33
Schedule New Tour/Inspection/Meeting/Ratri Choupal
Schedule New Tour
34
Upload Inspection
35
Upload Inspection
36
Customized Inspection Report
37
Defreeze Request
38
Defreeze Request
39
Tour Nodal Officer
40
Tour Nodal Dashboard
41
Add Tour Target
42
Add Tour Target
43
Handle Defreeze Request
44
Roles & Responsibilities
• Officer mapping in User profile Management(UPM) is routinely monitored in case of a transfer or new
posting.
• Assign target to concerned officers for Tours.
• Ensure that the concerned officer is trained to fill Tours & Inspection.
• Handle the defreeze requests.
45
4 Reality Check
46
Reality Check Overview
• A reality check survey is typically conducted to assess the actual state or effectiveness of a program,
service, or initiative by gathering feedback, data, and opinions from stakeholders through Voicebot,
WhatsApp, outbound calling, etc.
• Fill in the complete survey details (name, type, department).
• The department shall complete the question set and also create a questionnaire list for the citizens to
check the ground reality.
• The department shall set a schedule for the survey and proceed with execution.
• Different channels (voicebot, outbound calls, etc.) shall be used to reach stakeholders.
• The system shall track the survey status at various stages, ensuring proper monitoring and completion.
• A detailed survey feedback report shall be compiled.
• The report will be available for further action and decision-making.
47
Reality Check Workflow
48
Demo
49
Reality Check Dashboard
50
Campaign Creation
51
Survey Creation
52
Add Question Set
53
Add Questionnaire
54
Add Questionnaire
55
Add Sample
56
Schedule Survey
57
Roles & Responsibilities
• Ensure the questionnaire aligns with reality survey objectives.
• Approve and refine the questionnaire for reality check survey.
58
4 E Jansunwai
59
E Jansunwai Overview
• E-Jansunwai system to enable the government officials with facilities of video conferencing for an
easier way of connecting with the citizen, thereby enhancing the trust of the citizens, leveraging modern
communication technology to enhance the grievance redressal process, and improving citizen-
government interactions.
• Officer add the grievances into the bucket for which he/she wants to conduct a VC and schedule VC.
• On the scheduled date and time, both the citizen and the government official join the Vc link.
• The citizen explains the details of their grievance, providing any necessary documentation or evidence.
• The e-Jansunwai Module shall maintain the Jansunwai history for accountability purposes.
60
E Jansunwai Workflow
61
E Jansunwai Overview
• E-Jansunwai system to enable the government officials with facilities of video conferencing for an
easier way of connecting with the citizen, thereby enhancing the trust of the citizens, leveraging modern
communication technology to enhance the grievance redressal process, and improving citizen-
government interactions.
• Officer add the grievances into the bucket for which he/she wants to conduct a VC and schedule VC.
• On the scheduled date and time, both the citizen and the government official join the Vc link.
• The citizen explains the details of their grievance, providing any necessary documentation or evidence.
• The e-Jansunwai Module shall maintain the Jansunwai history for accountability purposes.
62
Demo
63
Schedule E Jansunwai
Add Grievances for Sunwai
64
Schedule E Jansunwai
65
Schedule E Jansunwai
66
Schedule E Jansunwai
67
Officer E Jansunwai List
68
4 Advance Mobile Application
69
Demo – Mobile Apps
70
Mobile application (Officer)
1 2 3 4
71
Mobile application(Citizen)
1 2 3
72
Thank You!
