Good Practices and Innovations in Public Governance 2003-2011
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Good Practices and Innovations in Public Governance 2003-2011

Good Practices and Innovations in Public Governance 2003-2011 Good Practices and Innovations in Public Governance 2003-2011

shubhambhuyat
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06.03.2014 Views

Good Practices and InnovATIONS in Public Governance Indeed, including stakeholders in public policy development assures policy effectiveness. Inclusion also resulted in instilling pride among participants, helping achieve the original goal of improving the quality of life for city women. Finally, complimentary education and training workshops sensitized government employees to the importance of gender equality and helped gain their cooperation and commitment to incorporating the perspectives of women in the fulfilment of their duties. Contact Information Mr. Bangil Lee Assistant Director, Women-Friendly City Project Korea Chamber of Commerce, 45, Namdaemunno 4-ga Jung-gu, 100-743 Seoul Metropolitan City Republic of Korea Tel: 82-2-3707-9241 Fax: 82-2-3707-9249 E-mail: chmss@seoul.go.kr 66

2010 Category 1: India Asia and the Pacific India 2010 Category 1 — 2nd Place Winner State-wide Attention on Grievances by Application of Technology (SWAGAT) Chief Minister's Office, Government of Gujarat Description This initiative is an ICT-based program for effective, transparent and speedy redress of citizens’ grievances against the government in the state of Gujarat. Summary The SWAGAT initiative was established as a transparent system through which citizens in Gujarat can air their grievances regarding government’s provision of public services. It gives citizens direct access to meet the Chief Minister personally to present their case. Responsible senior administration officials are also present to provide case details and to advise on actions to be taken to resolve each case. Administrators are held accountable for responding to both the citizen and Chief Minister. The status of applications is regularly updated and may be viewed online at any time. This open and transparent system allows citizens to derive satisfaction from the fairness of the process, even if the decision is not in their favour. The Problem Citizens expect much from the government, and reasonable expectations should be met. When this is not the case, citizens’ grievances must be addressed in a manner that satisfies the complainant. The keys to citizen satisfaction are efficiency, transparency and speed in redressing grievances, but these features were lacking in the traditional system. As with other governments, in Gujarat, grievance redress was through a process of representations and repetitive applications at different levels. There was no structured system with monitored outcomes. The paper-based process was cumbersome and lengthy. Without system transparency, citizens did not know when their grievance would be redressed. Nor did ministers and other government officials have any mechanism to track grievances and the progress of the redressal. In addition, officers who performed poorly had no fear of being exposed since there was no mechanism that fixed accountability. The Government of Gujarat has 25 districts, with 225 sub-district offices, as well as a specific department and project offices where the public can interact with the government. This decentralization gives citizens local proximity to the government, but 67

<strong>Good</strong> <strong>Practices</strong> <strong>and</strong> InnovATIONS <strong>in</strong> <strong>Public</strong> <strong>Governance</strong><br />

Indeed, <strong>in</strong>clud<strong>in</strong>g stakeholders <strong>in</strong> public policy development assures policy effectiveness.<br />

Inclusion also resulted <strong>in</strong> <strong>in</strong>still<strong>in</strong>g pride among participants, help<strong>in</strong>g achieve<br />

the orig<strong>in</strong>al goal of improv<strong>in</strong>g the quality of life for city women.<br />

F<strong>in</strong>ally, complimentary education <strong>and</strong> tra<strong>in</strong><strong>in</strong>g workshops sensitized government<br />

employees to the importance of gender equality <strong>and</strong> helped ga<strong>in</strong> their cooperation<br />

<strong>and</strong> commitment to <strong>in</strong>corporat<strong>in</strong>g the perspectives of women <strong>in</strong> the fulfilment of their<br />

duties.<br />

Contact Information<br />

Mr. Bangil Lee<br />

Assistant Director, Women-Friendly City Project<br />

Korea Chamber of Commerce, 45, Namdaemunno 4-ga<br />

Jung-gu, 100-743<br />

Seoul Metropolitan City<br />

Republic of Korea<br />

Tel: 82-2-3707-9241<br />

Fax: 82-2-3707-9249<br />

E-mail: chmss@seoul.go.kr<br />

66

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