Modi's scheme is system oriented and has been in place for a decade. More details are available in the govt web site.
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"On the 4th Thursday of every month applicants arrive at the Chief Minister’s Office in the morning. Grievances are scrutinized, registered and instantly transmitted online to the concerned authorities at the Secretariat level, District level and Sub-District level, whereupon the authorities input their replies by afternoon on the same day. From 3.00pm on the same day, the Chief Minister personally listens to the applicants one-by-one. The grievances as well as the replies of the concerned authorities are available through the system on a screen. The concerned secretaries are present along with the Chief Minister, for direct interaction with the aggrieved citizen, and district authorities are connected through video-conferencing."
"SWAGAT was the Winner of United Nations Public Service Award 2010 for improving transparency, accountability and responsiveness in the public service category."
Gujarat Informatics Limited
'Delhi Government's 'anti-corruption hotline' is no match to Gujarat Chief Minister Narendra Modi's public grievances redressal system 'Swagat'.
'Swagat' has been in place since 2003 and this three-tier system has worked successfully at the taluka, district and state level. He said this scheme of Modi's government has won the United Nations Public Service Award in 2010.
''Under the Swagat scheme grievances are logged in, transmitted and made online to officers concerned and who have to reply within 3 to 4 hours. All complaints are monitored by the Chief Minister,'' he said.
Jolly said complaints are reviewed online in the presence of the complainant, Collector/District Development Officers/ Superintendent of Police and other officials. No applicant has ever been left out without any firm reply or response to his or her grievance. ''The entire process relies on the Gujarat State Wide Network GSWAN and it connects with all 25 districts and 225 taluka headquarters. The 92.45 per cent excellent track record of this scheme is a prime example of good governance by the BJP ruled states,''
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