IVR based e-Complaint Management System (e-CMS)/e-Lokshahi

1. e-CMS is exclusively designed, considering the unique needs of Collector Offices.

2. The objective of this G2C (Government to Citizen) application is to provide the citizens with firsthand information on various welfare schemes introduced by the government.

3. This system is designed in view of the citizens at the grass root level and the services available. The system needs only a local telephone or mobile or internet to avail the service. The project bases on integration of different technologies like telephone, mobile, website & sms. Technically the system is fully automated without human intervention and smoothly functions 364 x 24 x 7.

4. For more usability there is a website through which citizen can register complaint, track the complaint with collector offices / respective divisional offices. URL for website is www.kokandivision.com/elokshahi . Through this website citizen can also track complaint registered through IVR system.

5. For elokshahi service citizens has to dial (022)- 27575920 to access the service.Citizen can access the service from their home for primary information or registration/ solution of grievances.Using this platform citizens can know primary information or can register their grievance from their home. The concerned officer receives the grievance and records his answer in the system, which reaches the citizen at his home too. Thus this is a complete system for registering grievances as well as accessing solutions/reply of grievances to the citizens. This system is fully automated without human intervention so it is made operational 365 x 24 x 7.

6. For every types of grievances time schedule is given for the officers to reply. If not replied in time the system escalates the grievance and a generated SMS will be sent to senior level officer. Such four levels of officers are defined for every type of grievance.

7. The system saves immense amount of time and money of the common citizen as he can access the system right from his home.

3.Once complaint is registered – concerned officer alerted through SMS.

1.Public can listen to FAQs

2.Public can Register Complaints.

Frequently Asked Questions

E-Lokshahi project,Kokan Division

4. Officer can listen, update and close the complaints.

5. Public can listen to the current status of complaint.

6. If complaint not closed within prescribed time, system escalates to higher officials through SMS.

E-lokshahi system

Your complaint

token No 4

For FAQ s &Complaint booking

E-lokshahi system

Voice & SMS Interface

Complaint Acknowledgement /Alerting officials for attending and closing

Reports Updations.

Web Interface

About System

.

How public will Listen to FAQ

Dial - 022-27575920

PSTN Network IVRS

System

Dial 022-27575920

Play welcome message

Language Option for Marathi Dial 1/English Dial 2

District selection option (Dial the Department Number )

1

User dials 3

For Registering Complaints Dial 1/Status of Complaint Dial 2/Listen to FAQs

Dial 3

1.Sindhudurg2.Ratnagiri3.Raigad4.Thane

5.Mumbai sub-urban6.Mumabi city

1

Options for selecting Question from a list

User dial the Question number(eg 1)

The answer is played for dialed Question number

Exit

For info about issue of new Ration card dial 1 For info about adding name in Ration card

dial 2 For info about deleting name from Ration card

dial 3For info about getting

duplicate copy of Ration card dial 4

User Dials the Department Number(eg.2)

1.Revenue Dept 2.Supply Dept..

3.Election Dept..4.Sanjay Dept…

Options for Selecting the Department

(Dial the Department Number )

How Public Will Register A Compliant Through IVRS

Dial 022-27575920

IVRS System

PSTN Network

Dial 022-27575920

Play welcome message

Language Option for Marathi Dial 1/English Dial 2

For Registering Complaints Dial 1/Status of Complaint Dial 2/Listen to FAQs Dial 3

Options for Selecting the Department(Dial the Department Number )

1.Revenue Dept 2.Supply Dept

3.Election Dept4.Natural DeptUser Dials the Department Number

(e.g.2 )

A

District select option

1.Sindhudurg2.Ratnagiri3.Raigad4.Thane

5.Mumbai sub-urban6.Mumabi city

A

Type of Complaint will be played

(E.g.)Supply Department

For complaint regarding Ration card issue Dial 1 For complaint regarding

kerosene availability Dial 2For complaint Regarding Ration Food Grain Dial 3

Taluka number will be played

(e.g.)Dodamarg Dial 01

Sawantwadi Dial 02Kudal Dial 03

Wengurla Dial 04After the beep Speak out your name,address and dial #

Record the name,address of complainer

B

Dial the complaint type number

Dial the Taluka number

B

Speak out your complaint for 3 minutes and dial #

Record the complaint spoke by the complainer

C

Play options for listening the recorded message /rerecording message

/Registering the complaints

Play your complaint is registered and your complaint token number is <Token No>

Thanks for using e-lokshahi service of Collector office

If citizen registeres a complaint using mobile then complaint token number will be sent through sms to respective number.

E-lokshahi project

Dial 022-27575920

Playing welcome message to caller

Playing language option for Marathi dial 1/English dial 2

For registering new complaint dial 1/To know the status of registered complaint dial 2/

To listen FAQ dial 3

Dail complaint token number

Complainer will get the status of his complaint and remark given by concerned officer

Thanks for using e-lokshahi service of Collector office

Another way to know Complaint status

1.Open your web browser type url www.kokandivision.com/elokshahi

2.Click on menu “Track complaint”

3.Type your complaint token number in text box

4.Reply of concerned officer will be played.

(Your web browser must have necessary plugin to play audio)