Transcript RashtriyaSwasthyaBimaYojana - RSBY

Rashtriya Swasthya Bima Yojana
Central Grievance Redressal System
7/21/2015
1
Rationale
The success rate of any scheme depends
on how it handles the complaints and
grievances about the scheme.
A process for handling the grievances can
enhance outcome and give user the
satisfaction that their complaints have
been addressed, and there is a greater
possibility that it would be resolved as per
the policies.
7/21/2015
2
Structure of CGRM
DG
MoLE
National
nodal officer
State nodal
officer
Convener of district
grievance committee
7/21/2015
Convener of state
grievance committee
District nodal
officer (DKM)
3
Stucture of CGRM
NGRC
• Chair – Deputy Director DGLW
• Convener – Under secretary RSBY
• Member – IC NaNO (National Nodal
officer)
SGRC
• Chair – Principal Secretary of state/
dept.
• Convener – State nodal officer
• Member – IC representative
DGRC
7/21/2015
• Chair – Dist Magistrate/ Officer of the
rank of Add. Dist Magistrate
• Convener – DKM
• Member – IC representative
4
CGRM Features
Login
Registration
View Status
View Ticket History
Forward
Update Status
Process Flow of Grievance
Automatic generation of the
Type/location and category
of complaint done
Grievance
An automatic email /letter sent to the
concerned agency (DGRC/SGRC)to
seek comments in a time frame
DGRC
SGRC
Appealed(wit
hin 30 days)
Settled
and
satisfied
(within 30
days)
Not
satisfied
Settled and
satisfied
Final Feed back to the complainant
in the form of e-mail or in the form
of a phone call and status updated
by the DKM/SNA/MoLE
How it Works?
Login
The user with authenticated User ID and Password can login into the
application through the login screen:
Registration - Online
Complaint can be registered by the users either through online or by login
into the portal.
If registered online, then after filling in the case details, the complaint will be
stored in draft mode and an instant Email will be fired to the designated
officer at DKM/SNA/NNO office.
Registration - Portal
For registration through portal, login with the user name
and password of the user and fill in the case details
which is forwarded to the action taking authority.
View Status
After complaint registration, the status and details of
each complaint can be viewed by the user-
View Ticket History
The history and escalation details of the ticket no. generated
can be viewed with a single click on the UCN link-
Forward
After registration, the respective complaint has to be forwarded to
the next action taking authority within the assigned time period-
Update Status of the Grievance
To take action, upload document and change
the status, click the Update Status button-
Grievance Offline
You may send your complaints / grievances to:
Sushil Kumar Tripathi
Under Secretary (RSBY) &
Nodal Officer (Grievances)
Ministry of Labour & Employment
Government of India
Jaisalmer House, New Delhi
Tel/Fax: 011-23385241
Mobile: 09818945982
EMail: [email protected]
Thank You