Page 53 - Shelter - April 2025

CASE STUDY

the transformative power of
technology in governance.
But, certainly, it has gone much
beyond this. The significant
achievement lies in the ways
in which grievance-redressal
has become a tool to realise
the much larger objective of
institutional efficiency and, in
the process, building of public
trust.

Research and analysis have
led to multiple layers of
simplification in delivery of Figure 3: CMO Grievance Project
public services. Thus, it led
to reducing inertia in public
service delivery, decreasing government outreach ¾ Migrant Workers’ Welfare
the need of multiple visits program), Rolling into motion an
to government offices and ¾ Paray Samadhan (a ecosystem of proactive
consequent harassment, community-based problem governance, the Sorasori
reaping the benefit of large- Mukhyomantri platform has
scale data analysis which resolution campaign), and enabled direct engagement
can pinpoint implementation ¾ Pathashree (road with citizens. The grievances,
gaps. construction and repair suggestions, and feedback

Identifying gaps in initiative). collected undergo thorough
analysis, leading to actionable
implementation has ¾ Samannay (an interactive insights that guides policy
facilitated the development of platform to monitor the recommendations and
key initiatives such as
implementation and improves the implementation
¾ Bangla Sahayata Kendra progress of all schemes in of flagship schemes. The
(3,571 Citizen Service the state). data-driven approach has
Centres offering free strengthened public welfare
services), ¾ Apon Bangla helping initiatives, making them more
Non-resident Indians with inclusive, responsive, and
¾ Duare Sarkar (a documentation effective.

References
• Action-oriented’ Listening: People’s Voice and Policy Choice: A Report, Pratichi(India) Trust, Nov. 2021.
• Public Grievance Monitoring Portal Data, Government of West Bengal
• United Nations Development Programme (UNDP) Reports on Poverty Reduction and Social Inclusion

April, 2025, Volume 26. No.1 - SHELTER 51