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Due to increase in population, lack of staff to handle huge number of grievances, insufficient fund and lesser reach, the number of grievances has increased tremendously. Expectation of people has grown up at higher side. The existing system of registering, disposing and monitoring of grievances is outdated and not efficient in terms of time, cost and labour effectively. For example in the state of U.P. Public Grievances Redressal schemes like Tehsil Divas, Thana Divas, LOKVANI, daily 10.00A.M.-12.00A.M. availability of officers for public grievance hearing are very much in place and they are giving results but not up to the satisfaction of the aggrieved person in terms of availability, reach, response, scientific recording and monitoring quality disposal, cost and labour effectiveness. The above mentioned schemes are either person-meet based or internet based varying by nature in accessibility, availability and response. A study conducted by the District Administration, Moradabad on a sample of 400 persons revealed that on an average an aggrieved person has to spend about Rs.350-400 just to reach the office of District Magistrate, Senior Superintendent of Police, Chief Development Officer at district headquarter and meet them personally. The calculated cost included travel expenses, expenditure towards food, printing of application and the loss of income/ wages of a common man for the time he had to be away from his work place. An innovation was very much needed in the present scenario. The JSK keeping all the above in mind has developed a platform which is telephone/mobile based. Any person, from any place and at any time can call and register his grievances and a warm welcome is extended to the caller. The grievance is registered (in master register) and details of the grievance are also recorded automatically (as an audio file), thus relieving the person from the pain of journey to the concerned office, saving the precious time, money, labour and also at the same time getting required attention in terms of responsiveness (while registering the grievance, while investigating the grievance and while conveying the details of disposal to the aggrieved person), thus fulfilling the objectives of JSK which is to provide round the clock, free of cost, easily accessible, responsive, user friendly, cost effective and time saving platform for public grievance redressal.

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