Need for the Product:

“Grievances” or “Complaints” form an inevitable part of the day-to-day life of citizens. Majority of the grievances in the day-to-day life of citizens pertain to govt. offices. Even within govt. offices, those offices which have large employee strength also need to handle “grievances” of their employees. On the other hand, citizens find it very difficult to lodge complaints as well as to know the status of the resolution of these complaints.

Concerns of Govt. Organizations & Citizens

• Difficulty in lodging complaints and knowing status by citizens.
• Lack of awareness of basic rights through charters.
• Sensitivity for Citizen Grievances is high at apex level but generally low at the grievance capturing level in govt offices.
• No mechanism for knowing the status of resolution of these grievances within the govt organization.
• No predefined rules for providing grievance redressal with measurable performance. Hence, it is difficult for decision makers to monior performance and make employees accountable for grievance redressal in a time-bound manner.

Highlights of ABM CARE®

• Focused on Citizen Grievances
• Facilitates offices to implement Citizen Charter
• Auto Escalates Complaints and keeps system in pressure
• Enables Citizen to know status of complaints
• Web-enabled with ready category database of common complaints for various types of government organizations
• Independent of operating system or RDBMS
• Available in all Indian languages

Product Features

• Lodging of complaints through Internet, Kiosks, CFCs, Telephone, and Letters etc.
• Facilitates knowing the status of complaint resolution without assistance.
• Provides mechanism for implementing rule based grievance redressal for variety of organization.
• Enforces proactive grievances redressal by “Auto-Escalation”
• Scalable within the organization irrespective of geography.
• Provides Common interface to citizens for grievance lodging with different organizations.
• Technological Scalability
• Enforces defining pragmatic rule based grievance redressal mechanism.
• Provides for all the possibilities arising in the process of complaint resolution.
• Users find it easy for day to day use since most of the software is menu driven and requires minimal fresh data entry
• Features like “Snap Shots” make the employees involved in complaint redressal fully aware of the pending  jobs and keep them well in control of the situation.
• Provides real time MIS where the decision maker will be able to know the performance of his organization at macro level and at the same time, can drill down right upto tracing an individual complaint

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