#1TRAINING OF NODAL OFFICERS (PUBLIC GRIEVANCES) ON 'MIPUI AW' DP&AR (Good Governance Cell) with technical support from NIC, Mizoram State Centre NATIONAL INFORMATICS: CENTRE NIC THE IT SUPPORT PROFESSIONALS#2WHAT IS "MIPUI AW"? . "Mipui Aw” is a Web-based system for lodging of grievances online and ensuring speedy redressal and effective monitoring of citizens' grievances. It is accessible for everyone at mipuiaw.nic.in It was developed by NIC, Mizoram in collaboration with DP&AR(GGC), Govt. of Mizoram. • It is essentially the State Government version of the Centralised Public Grievances Redress and Monitoring System (CPGRAMS) being implemented by Department of Administrative Reforms & Public Grievances, Govt. of India. Designed, developed and hosted by National Informatics Centre NATIONAL INFORMATICS CENTRE NIC THE IT SUPPORT PROFESSIONALS#3MIPUI AW (State CPGRAMS) mipuiaw.nic.in SCPGRAMS:- Government... x + mipuiaw.nic.in सत्यमेव जयते MIPUI AW VOICE OF THE PEOPLE C 8- Google = A CENTRALISED PUBLIC GRIEVANCES REDRESSAL AND MONITORING SYSTEM Good Governance Cell, DP & AR, Government of Mizoram e A Collaborative Endeavour of Department of AR&PG,Government of India & Government of Mizoram Login for Public Grievance Officers (For official use) Username: Password Login For Citizens (Mipui tan) Lodge Grievance (Complaint thehluhna) Lodge Reminder/Clarification View Action Status (Status enna) Government of Mizoram | Contact Us | FeedBack | National Portal of India | Terms of Use | Home SCPGRAMS:- Gov... Designed, developed and hosted by National Informatics Centre Click here if you wish to change your grievance password Address Choose Language English NATIONAL INFORMATICS CENTRE NIC THE IT SUPPORT PROFESSIONALS ++ AM 08:20 09-11-2014#4STAKEHOLDERS IN THE SYSTEM Citizens Administrative Departments/ District Administration DP&AR (GGC)#5Grievance Flowchart Citizen Secretariat Directorate Lodge Grievance Govt. of Mizoram Good Governance Cell Receive grievance, filter and forward Deputy Commissioner District Office Designed, developed and hosted by National Informatics Centre C.M. Office NATIONAL INFORMATICS: CENTRE NIC THE IT SUPPORT PROFESSIONALS#6• • Features of Mipui Aw (For Citizen) Every citizen can lodge his/her grievance to government using Internet through the website mipuiaw.nic.in Citizen can also submit grievance in letter to government office. Citizen can view the status of his/her grievance at any time. Citizen can view and print Acknowledgment and Final Reply Letter. Citizen can even send reminder to the government regarding his/her grievance. Designed, developed and hosted by National Informatics Centre NATIONAL INFORMATICS CENTRE NIC THE IT SUPPORT PROFESSIONALS#7• Features of Mipui Aw (For Officials) Enables Nodal Officers (Public Grievances) of each Department to receive grievances online forwarded by DP&AR(GGC). Nodal Officer (PG) can Examine the case at his own level or Forward it to its sub-ordinate organisation for further action. In case resolution of grievances takes time, Nodal Officers (PG) can make interim reply to complainant. Enables Nodal Officers (PG) to submit "Action Taken Report" online after the grievances are solved. Designed, developed and hosted by National Informatics Centre NATIONAL INFORMATICS CENTRE NIC THE IT SUPPORT PROFESSIONALS#8Advantages of Mipui Aw Benefits ☐ ☐ ☐ ☐ ㅁ Paperless movement of grievances Speedy and cost effective Lodging of grievances at the click of a mouse Can reach the lowest field level ■ Offers a single platform for centralised monitoring of grievances Beneficiaries ☐ ☐ ☐ Nodal Officer (PG) and his/her secretariat PG Officer of the sub-ordinate office(s) ■ Of course, the Complainant.#9PROCEDURE FOR RESOLUTION OF GRIEVANCES DP&AR (GGC) receives grievances from citizens, filter the grievances and forward it to the concerned Department. • Upon receipt of grievances, Nodal Officer (Public Grievance) of concerned Departments have the following options: □ Examine the case at their level ☐ ■ Forward to sub-ordinate organisation ☐ ㅁ Return the grievance back to DP&AR(GGC)#10PROCEDURE FOR RESOLUTION OF GRIEVANCES Case 1: If the Nodal Officer (PG) selects the first option, i.e. Examine the case at their level, then the grievance has to be resolved at the Department level. Nodal Officer (PG) can call for clarification of complaints from the complainant before resolution of the complaints. In case resolution of grievance takes time, Nodal Officer (PG) can send interim reply to the complainant. After the grievance is examined by the Department and appropriate action is taken (i.e. grievance is resolved), send Action Taken Report online to DP&AR(GGC) If ATR of the Department is accepted by the Government in DP&AR (GGC), the grievance will be disposed finally and Final Reply Letter sent to the complainant online by Nodal Officer (GGC).#11PROCEDURE FOR RESOLUTION OF GRIEVANCES Case 2: If the grievance received is such that action has to be taken by a subordinate office, then such grievance shall be forwarded by Nodal Officer (PG) to the concerned subordinate organisation. Nodal Officer (PG) of the subordinate office can call for clarification of complaints from the complainant or in case resolution of grievance takes time, he can send interim reply to the complainant. After the grievance is examined by the subordinate office and appropriate action is taken (i.e. grievance is resolved), Nodal Officer (PG) of subordinate office shall send Action Taken Report online to the parent Department. ATR received from sub-ordinate office should be forwarded online to Nodal Officer (GGC) for final disposal#12PROCEDURE FOR RESOLUTION OF GRIEVANCES Case 3: If the grievance forwarded from DP&AR(GGC) is not at all related to the Department or even its subordinate organizations, this option Return the grievance back can be taken. The case will get returned back to higher authority who has forwarded it. In this case, DP&AR(GGC) will re-forward the case to a suitable organisation for resolution of the grievance#13Thanks a lot for your patience and kind attention