National Grievance Services Portal

An online complaint handling mechanism is always desirable as compared to the manual methods. There are 4125 EROs, 735 DEOs and 36 CEOs who are required to handle the issues pertaining to voter registration for Elections. These require a robust centralised grievance handling system. 

A comprehensive National Grievance Service Portal (NGSP) has been developed by the Election Commission. This system has been developed in such a manner that in addition to providing redress to the complaints of the Citizens, Electors, Political parties, Candidates, Media and Election officials at National, State and District level, it also serves as a common interface for providing services through a common interface.

The system is seamless and Integrated Help Desk-cum-Call Centre-cum- Single Window system.  This portal is available for citizens of India where people can directly lodge IFSC (Information, Feedback, suggestion and Complaints) into this. IFSC can be captured via a different medium like Online mode (Portal, Contact Centre) and offline mode (FAX, Letter, and Personal Meeting).

The application provides for a single interface for handling complaints by the Election officials. All Electoral Officers, District Election Officers, CEO and ECI Officials are part of the system. Thus issues are directly assigned to the respective user upon registration. 
The portal can be accessed from the online link here:
https://eci-citizenservices.eci.nic.in

Quote

‘The application provides for a single interface for handling complaints by the Election officials.’

Process Flow  

• A Citizen can register them self while entering their Mobile number and input the OTP to validate the mobile number and fill their profile information.
•  They can get an OTP having with Complaint id in it as soon as complaint lodged.
•  The registered complaint gets marked to the concerned officer for further action.
•   Complaint status can be tracked using complaint id. 

The outcome of the application
The NGSP portal has handled 13,07967 complaints from 16.05.2015 to 19.01.2020. A total of 4246 officers are part of the NGSP Portal and the disposal success is 90.62%