Recognising social media as a powerful tool for efficient governance and monitoring, DM of Jehanabad in Bihar, IAS officer Richie Pandey, is using this medium to not only reach out to the public, but also address their grievances. He is encouraging the people of his district to post and tag their complaints in the administration’s various social media platforms.

And, to make sure these get noticed and reach the concerned officer’s ears, he has launched a mobile application that aims to ensure timely disposal of grievances and promote doorstep governance.

Speaking with Indian Masterminds, Mr. Pandey shared details about this special app.

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DOORSTEP GOVERNANCE

Recognizing the significance of field officers in the administration, Mr. Pandey stressed the need to incorporate a culture of doorstep governance and expedite the resolution of complaints. Additionally, there was a growing realization at the district level that field and official inspections could benefit from robust data integration. This led to the development of a mobile application using the Google My Maps tool.

APP FEATURES

The newly launched application allows for the mapping of complaints, grievances, official matters, and infrastructure projects within the boundaries of the concerned Gram Panchayats (territorial mapping) as well as the relevant offices (functional mapping). The officer informed that to systematically store information, the application includes exhaustive filters based on the source of information or trigger for action.

These filters encompass a range of channels, including the CM’s Janta Darbar/e-Compliance Dashboard, Divisional Commissioner Office/Departments, High Court/NHRC/SHRC/Other Statutory Bodies, District Janta Durbar/Lok Shikayat, Media/ Social Media/WhatsApp/Phone, Weekly Panchayat Inspections/Important Projects, and CPGRAMS.

EFFICIENT MONITORING

The application’s extensive filters and a dedicated ‘District Monitoring Dashboard’ WhatsApp group operating 24/7 ensure that complaints received through any channel (Dak/Whatsapp/Phone/Twitter/newspaper, etc.) are mapped onto relevant tags in real time. Images and screenshots are used for reference during Panchayat/Office inspections and review meetings.

“By clicking on a specific Panchayat within a chosen filter, all pending matters are displayed chronologically, providing concerned officials with a clear overview of unresolved issues,” Mr. Pandey told Indian Masterminds. This feature guarantees the continuity of issue tracking even after the transfer of individuals, contributing to the establishment of institutional memory.

EFFECTIVE ISSUE RESOLUTION

Moreover, the application enables the resolution of multiple pending issues during a single visit, leading to significant time savings. It ensures that access to justice and grievance redressal is not limited to literate individuals who can articulate their concerns formally through applications, emails, or pursue legal avenues. “It also empowers individuals who send simple WhatsApp messages or make phone calls by assuring them that their voices will be heard by the district administration,” the officer added.

FAIR REPORTING AND COMPLIANCE

Additionally, it addresses issues related to task prioritization and potential manipulation of discretionary powers at the block/circle/thana levels. Weekly Panchayat inspections serve as a means to validate and cross-check reports from field functionaries, ensuring fair reporting and compliance. The personal contact made by inspecting officials when visiting Panchayats enhances trust in the district administration. It also aims to include the marginalized and voiceless sections of society who may not have the means to travel to Collectorate/block offices or utilize other legal avenues.

“We are encouraging citizens to register complaints through various platforms, including the administration’s Twitter handle, Facebook page, DM official phone/WhatsApp, and the weekly Janta Durbar,” the officer said in conclusion.