Koraput and Kalahandi
Koraput district is a part of the tribal belt in southern Odisha, India. Kalahandi hits the headlines in newspapers for the repeated drought situation that has broken the economic backbone of the cultivators. Both these districts were chosen because of the extremities of poverty, lack of connectivity, and natural calamities. The Samaadhaan initiative was inaugurated by Chief Minister Naveen Patnaik.
Samaadhaan in Koraput was implemented with the help of an NGO called SOVA. 1897 complaints were resolved in Koraput alone. In Kalahandi, the partners were Seba Jagat. Through a network of 100 volunteers and NGO partners, SOVA, in two years of its operation, registered 650 complaints through Samaadhaan.
Around 62 per cent of men and 38 per cent women used Samaadhaan to register their complaints. People now shed their inhibitions and are coming forward to lodge grievances promptly. Travel cost and time involved in making rounds to the office for lodging grievances and its follow up is reduced. On the supply side, Samaadhaan provided the District Administration an effective tool to monitor the performance of various departments.
Samaadhaan's grievance redressal portal has helped in amplifying the district administrator’s achievement in resolving the issues and also helped in maintaining the records of the complaints in a systematic way.
Unlike other e-governance driven initiatives, this project was initiated and developed independent of any government interference and hence we developed the system from both citizen’s and activist’s point of view; rather than just an administrator's point of view.
Major outcomes of Samaadhaan:
- Real-time resolution of complaints takes places as it draws the attention of the administration and helps to resolve on a priority basis.
- The citizens get feedback at closure of their grievances through SMS.
- The digitization of the complaints has led to a significant increase in the rate of resolution of the grievances.
- Support from the government officials has improved as now they have been allotted a different space in the Samaadhaan system.
Sehore stands in the foothills of Vindhyanchal Range in the middle of Malwa region, in Madhya Pradesh, India. The partner for Sehore was Samarthan, an NGO working at the grass-root level for social change. A whopping 13,000 issues were reported, out of which 7000 were from Janshruti campaign and rest from the normal process.
Villagers say that electricity comes only three hours a day. The road has potholes. Widows’ pensions arrive late. The school lunch program often runs low on food. Villagers said they send letters, call a government complaint line and wait outside officials’ offices for help, but never get a response.
In October, the program — which was supported by the U.N. Millennium Campaign — received 584 complaints through text messages, such as “my water hand-pump is not working,” “health worker is absent” and “the village bridge has collapsed in the rain.”
Samarthan has also kicked off an awareness campaign in 275 villages of all the five blocks of Sehore district and 31 wards of the Sehore town to orient people on the utility and functioning of Samaadhaan.
See the complete reports here: sehore.samadhan.org.in
Samaadhaan in Mozambique, Africa, is called "Olavula". It is a web-based platform designed for citizens to ensure their rights to public services are protected. In this first phase, "Olavula" will focus on the area of Education and later will add others, such as Health, Justice, Infrastructure and Water and Sanitation. Around 450 issues have been reported till date.
It allows citizen participation in the governance process, through the use of technology accessible to almost most Mozambicans, like a simple SMS from a cell phone.
It promotes greater transparency in the governance process as citizens can inform the government about improper functioning of public services. It also provides information to the citizens about the services available and the best ways to reach them.