Redressal of people’s grievances has always been a challenge for the administration. The travel of the grievances being slow, many a times the same applicant turns up repeatedly with the same grievance. People come with those grievances at the State level and even to Hon’ble C.M., which could and should be redressed at local level. SWAGAT is a combination of digital management and WAN technology to overcome the above problems. It makes the travel of the grievance instant and the system below is sensitized and held accountable. Hon’ble CM of Gujarat, Shri. Narendra Modi inaugurated the programme on April 24th 2003 at State Secretariat, Gandhinagar. On every fourth Thursday of the month, this programme will be held at CMO. Grievances have been classified into three categories.
Policy matters Hon. CM will talk to such applicants in the presence of the secretary of the concerned department. Secretary of the department would have already got the matter and to come to the programme after a careful consideration of the matter in consultation with the Hon. Minister. Hon. CM will take a final decision.
First timers They will be advised to contact local authorities. Thus, a culture will be developed so that people do not come straightaway to State Secretariat. Slowly people will be motivated to go to local level redressal camps first.
Long pending This is the most critical category. Hon’ble CM will take up such grievances Districtwise in the presence of the applicant and asks the concerned District functionary on video conferencing about the reasons of pendancy. Approach is to resolve the grievance then and there.
All three categories of grievances will be displayed in the same manner to all connected functionaries through the Web Based Application developed by NIC. The receipt has an ID number and will be given to the applicant while registration. This system / application would be accessible from anywhere on the State Intranet. Applicant can know the status of his grievance by entering the ID number. Weekly updation of the status of grievances is an inherent requirement.