Public Grievance Redressal

System –
Nagaraseva Mobile App
An Innovative, citizen friendly mobile application for
redressal of municipal grievances
 PGR – Nagaraseva App

 Public Grievance and Redressal System (PGR) is a citizen facing

application used for complaint and end to end Grievance
Management tracking system. This application is part of
Enterprise Resource Planning (ERP) software with total 24
modules developed for serving the citizen of Andhra Pradesh.
It is a Channel for citizen involvement in governance by
providing the opportunity to submit grievances. The Mobile
App.covers the complete lifecycle of the grievance starting for
grievance registration to redress and analysis.
The system allows citizens to submit their grievances using
mobile app (Nagara seva), using web and allots a unique
Complaint Tracking number
Contd…
The grievances are automatically forwarded to the concerned gross-
route level field functionary based on configurable rules.
The grievance data is collected in a structured format, which allows
for sophisticated reporting and analysis of grievance data.
PGR improves the efficiency of grievance redressal, enhances citizen
satisfaction with the ULB’s service delivery.
If the grievances are not redressed in the given interval (Service Level
Agreement), the complaints are automatically escalated to the higher
officials.
The citizen can track his grievance online using the grievance
redressal system. “Nagara seva” app can be downloaded from
Google Play store.
A.P. Municipal Employee app
Grievances forwarded to field functionary
on their Mobile App
Escalation to senior officials if complaint
not redressed within SLA time.
SLA based approach on each of the call
resolution, provides better grievance
management & ensures citizen satisfaction.
• Municipal staff resolves the call by taking appropriate of call
ution
actions. Resol
• Citizen notified by the system about action taken.
• Application routes the call to the concerned staff for ng
routi
resolution instantly since each ward and locality is Call
geo-fenced.
• Citizen using “Nagara seva” app logs call to register his ng
Loggi
complaint using his/her Android mobile application.
Call
• Selects Grievance and locality in the ward.
Citizen Grievance Life Cycle chart
 ng
• If citizen is unhappy about the resolution, he can reopen the complaint for peni
proper resolution Reo
• Analysis of calls, staff wise, ULB wise, grievance wise can be done. Call
ance
• Complaint resolution informed via application/SMS accept
User
• Citizen accepts the resolution provided and provides the rating
ation
• If the complaint is not resolved within specified time(SLA), complaint Escal
escalates to next level. (Staff -> SI/SS/MHO> Commissioner) Call
Contd…
 Channels for registering grievances

Citizen
Nagaraseva CDMA/ULB CSC Employee App
Call Center
App Portal Counter

Service requests reach ULB functionary directly for quick redressal

Escalations to senior officials on delays
Evidence based method of complaint closure
SLA adherence tracking as per citizen charter
Dashboards for Sr. officials to track

7
Nagaraseva app has revolutionized public grievance redressal

Citizens raise a Officer visits the site, Citizens verify

complaint easily resolves the issue and completion and
1 2 3
using a mobile app uploads a photo provide their rating

Complaints are geofenced

and categorized for
routing to the appropriate
officer
Features of Nagara Seva App

Grievance Redressal
Seek Services
Payment of Property Tax, Vacant Land Tax & Water Charges
Track Status of applications
Multi Channel Citizen Access
Configurable SLAs
Escalation Matrix
Employee App
Evidence Based Handling
Auditable
Integrated with Google Maps
Dashboards & MIS Reports

9
 Mandate

All Ward Secretaries shall download the AP

Municipal Employee App after generation of
Employee id by the concerned ULB

For

DELIVERY OF BETTER SERVICES TO THE

CITIZENS