“Justice is not delivered

by just pronouncing
order it is the
implementation of the
orders that matters”
 The Uttar Pradesh
Lokayukta:

“Efficient Redressal of
Citizen Grievances”

Group No.5
“Point Pvt Ltd”
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 INTRODUCTION

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 ‘LOKAYUKTA’
• UP – Biggest state in India with largest
population in Northern part of the country.
• UP Lokayukta was establish under the “
UP LOKAYUKTA ACT, 1975”
• Purpose of investigating complaints
against:
– Government servants.
– Employee of notified co-operative society.
– Local authority.
– Government corporation
– Companies and societies.
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 COMPLAINT
REDRESSAL PROCESS
GRIEVANCE AND
ALLEGATION

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 GRIEVANCE

12/7/21 Tolani Institute of Management Studies PROCESS

 ALLEGATION

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Sr. Type of 2004 Time Deposit Mode of
No. complaint complaint

1. Grievance. 840 12 No Post/ hand

months deposit.

2. Allegation. 130 5 years Rs.1000/- Post/hand

total 970

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 System of ‘UP LOKAYUKTA’

• Mainly 4 sub-system:
– Complaint Monitoring System.(CMS)
– Reminder Tracking System.(RTS)
– File Tracking System.(FTS)
– Relief Monitoring System.(RMS)

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 Complaint Monitoring System
• It monitors all the details regarding complaint
like date of complaint received, against whom
complaint was made, complain is grievance or
allegation, complain is accepted or rejected if
rejected then reason for rejection etc.

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 Reminder Tracking System
• It keeps record of time frame in which
complaint send to complainee with solution.It
sends reminders to the office and complainee.

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 File Tracking System
• In this system all the files are neatly
stacked in shelves so it will help in
track of file as and when require.

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 Relief Monitoring System
• File is closed only when complainants gain
appropriate relief against complaint so this
system keeps track of action taken against
complainees.

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 MISSION
AND
OBJECTIVE
OF
‘U.P. LOKAYUKTA’

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 MISSION STATEMENT

“To ensure that the constitutional

state is maintained, public authorities
respect citizens rights and laws and
that administrative problems are
corrected.”

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 OBJECTIVE
“To investigate and counter corruption
and mal-administration in the
functioning of the government and the
public office.”

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 SITUATION
OF THE
CASE
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19
 SITUATION
• Retirement of Justice SC Verma.

• Efficient working but little

support from government by not
providing suo moto powers.

• Action against corruption and

mal – administration in the state.
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 Cont…
• Justice Verma further wanted to improve the
working of Lokayukta by promoting it in the
newspaper and display boards.

• He has created a website

www.lokayuktup.ac.in

• This led to manifold increase in the number of

complaints received by the Lokayukta office.
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 Cont…
• Because of growing complaints, a
computerized CMS was designed to fit the
requirements of the office.

• Employees did not have much knowledge

about current technology because of which
there was decrease in speed of solving
complaints.

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 Cont…
• Recently, the office has received budgetary
support for training the staff members in IT.
So, the efforts are on to fully automate and
integrate the CMS, FTS, RMS, and RTS.

• As there was a shortage of manpower, he

utilized the existing manpower by encouraging
and retaining them.

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 Cont…
• The growth in the scale of operation
has been coupled with significant
improvements in efficiency,
effectiveness and responsiveness.

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 SOLUTION

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 1. Public awareness.

2. Media/press play significant role in covering

the cases of corruption and in mobilizing
public opinion against such practices as also
creates awareness for preventive measures.

3. Deterrent, effective and speedy punishment.

4. Re-organization of vigilance departments and

to be attached with LOKAYUKTA organization.

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 5. Empowering public through transparency in
administration.

6. Reducing political intervention in public

administration.

7. Mechanization of offices- Computerization and

Automating of procedures to provide citizen
related information as also eliminate
opportunities of corruption.

8. Mobilize public opinion and public

involvement and NGOs may play a vital role.
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 9. Simplification of rules and Procedures.

10.Simplifying and classifying of administrative

procedure in all matters in which citizens are directly
involved.

11.The government should give Lokayukta suo moto

power for speedy redressal.

12. The government should also permit to recruit full

time employees.

13. High I.T. professionals should be recruited to

handle I.T. work.

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 14.Collaboration with private investigation
agencies and to investigate the cases efficiently.

15. Recruitment of expert investigation officer to

investigate the cases.

16. After retirement of Justice Verma, all these

initiatives, stated above, should be continued.

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 LESSONS LEARNT
AS
AVERAGE MANAGER

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 • Efficiency in terms of speedy redressal

• Effectiveness in terms of summoning the complainee

offices

• Responsiveness in terms of time taken for judgment

• Leadership, directing and controlling the change.

• Change implementation from manual to I.T. system.

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 SWOT

STRENGTHS WEAKNESSES
• Professionalism and
• Employees are not
commitment to work.
Tech savy.
• IT system.
•They do not have
SUO MOTO Power.

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 SWOT

OPPORTUNITIES THREATS:

• They are in India's • Senior government.

biggest state.

•They can eliminate

corruption & mal-
administration.

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MCCP Concepts used in the case

• Democratic Leadership Style.

• Managerial Grid. (9,9).
• Path-goal theory.
THANK
YOU