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1 General Election to the House of the People, 2014

MURSHIDABAD DISTRICT











































Standardisation of Complaint Management
The new SOP focused on assigning
ownership to each task and avoiding
any sort of confusions. Thus a complaint
is processed in the designed manner
where everyone performed their
designated task.
Every Complaint received from any
source is first entered into a Complaint
Entry Form which is then handed over
to Data Entry Operators for entry into
the shared Google Spreadsheet. This
Spreadsheet is the key feature. It gives
visibility over all the complaints to DEO,
Observer, RO and other senior officers.
The Officer-in-Charge of the Control
Room oversees the complaint
management process through the 75
inch wide LCD terminal where the 20
column Spreadsheet is displayed.

Every Complaint has the following
major aspects Registration,
Verification, Action Taking, Reporting
and Disposal. By deploying an ADM in
charge of the Control Room, all these
aspects were meticulously followed.
The on-duty officers (BDO in our case)
were assigned ownership on particular
complaints for thorough follow-up. The
Media Cell responded to media reports
and if those are found false then
SOP for Complaint Management
matter is taken up with the respective
media to see that those are taken out.

Each person was assigned his duty in a
very specific manner with respect to
scope and duration. Sufficient training was
given in advance. A neat and clean
atmosphere with proper signages
elevated the look and feel of Control
Room to a higher level.

Other IT Tools like the District GIS system,
SMS Poll Monitoring System , MLT and LMSA
all were kept in the same room for proper
coordinated poll monitoring.
Frequent visits by the DM & DEO and
Observer brought huge significance to the
the operations.





Objectives

Standardisation of Complaint
Management Process

To make the complaints visible to
senior officers.

Get prepared for a large number
of complaints even if a majority
of them are false.

Speedy redressal.

Ensure followup and report

Smooth functioning of Control
Room
Conventional Complaint Management
Poor and Slow Response
Senior Officers outside the Control
Room had very little or no visibility on
the volume and nature of the
complaints
Multiple Channels of Complaints.
Multiple points of entry
Media is not considered as a source.
Focus only on the registration part.
No Standard Operating Procedure
Lack of clarity on roles and
responsibilities.

Outcome

Real Time status update was
available for DM&DEO, RO, SDOs
and others

Smooth operation of Control
Room for 48 hours without any
sort of confusion.

Thorough follow-up on each issue
to ensure the complaint has
been brought into a logical
disposal.

Most of the complaints were
verified by contacting the
Presiding Officer after getting
their Mobile No. from the SMS
Polll Monitoring System.

Zero cost for Software
development as Google producs
are used.
2 General Election to the House of the People, 2014



Receiving
From Multiple Sources
Media, Helpline, Email, Fax, SMS, Toll Free Number
Recorded in Entry Forms supplied at each entry point.
Basic details like contact, nearest Polling Station etc. are sought
Data Entry
The complaint entry Form is then handed over to the Data Entry Operators.
Upload the details into a Web Form which inturn feed the data into a Google
Sheets.
Verification
The complaint details are available now in the Google Spreadsheet - in the broad
screen in the Control Room, at DM's chamber, RO's chamber, SDO Offices etc.
The officer who is deployed for following up then verifies whether the complaint is
genuine or not. This information is then updated in the same spreadsheet.
Follow up
Thorough followup is ensured through different channels like Sector Officer,
BDO, SDO etc. Each complaint is assigned to one Officer-in-Charge.
Action Taken Report is sought from the officer concerned.
Enter the Action Taken details.
Monitoring
As the Spreadsheet is projected in a broad screen (two 42" LCD TV placed
together) the Officer-in-Charge of the overall operations could monitor the
process of Complaint Disposal.
Strict Compliance is ensured through regular followup
Media
Any false complaint telecasted by any channel is immediately notified and
followed up to see that it is taken out from telecasting.
Also on events like 'Poll Resumed after an EVM malfunction' were
communicated to Media so that they could change their earlier scrolls.
Any query from the media regarding any complaint could be responded to on
time as the live status is readily available to all concerned.
Murshidabad District IT Cell

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