6         Feedback/Suggestion

A user can provide feedback and rate the grievance redressal system as to what extent relief has been provided. One can also provide some suggestion to the government to improvise the system. Therefore, feedback/suggestion aids the government to know citizen’s satisfaction level and also the improvements required by them. Click on the link “Feedback” on top of the home screen. User will be redirected to the feedback/suggestion form. By default “Feedback” is selected in the first field. If user wants to provide a suggestion, select “Suggestions”.

Fig 6.1: Feedback form

The feedback form contains the following fields:

-         Grievance Id, Mobile No.: Enter the grievance Id and click on   button. If the grievance Id exists, complainant’s mobile no. will appear on the screen which is to be verified through the OTP sent to the user. After complete verification, user will be able to fill the feedback form further.

-         Satisfaction Rating: Rate the grievance redressal on a scale of 5 according to the action taken and relief provided.

-         Reopen Grievance: If a grievance has been disposed and the complainant is not satisfied by the action taken, a request to reopen the grievance can be made by selecting “yes” against this field.

-         Feedback: Provide feedback for the redressal process reflecting the level of satisfaction attained and giving specific remarks which would benefit the government to improve the process in future.

-         File Upload: User can also upload some relevant document for reference. Maximum size of the document can be up to 7MB.

-         Click on or  button as per the requirement.

To make some recommendations to the government regarding the grievance redressal system, a citizen can fill the suggestion form by:

Fig 6.2: Suggestion form

The suggestion form contains the following fields:

-         Mobile No.: Enter the mobile no. in the field and click on  button. An OTP will be received on citizen’s mobile no. which is to be entered in the dialogue box that appears. After mobile no. verification, other fields will be enabled.

-         Name, Email Id: Enter name and email Id that can be used to contact the citizen.

-         Suggestion: Provide relevant suggestion or recommendation that may help the government to improve the grievance redressal system.

-         File Upload: User can also upload some relevant document for reference. Maximum size of the document can be up to 7MB.

-         Click on or  button as per the requirement.

A registered user can submit feedback/suggestion from one’s account also.

Fig 6.3: Feedback for registered citizen

User will land on the feedback/ suggestion form. Further process to send feedback/ suggestion is same as that of an unregistered citizen which is explained in detail above.