Findings from a Civil Society Mediated and Technology Assisted Grievance Redressal Model in Rural India
Dipanjan Chakraborty, Mohd Sultan Ahmad, Aaditeshwar Seth · 2017
Social welfare schemes and public infrastructure services often face implementation and last mile delivery challenges. Governments in India have set up phone helplines for beneficiaries to report irregularities but we find that it remains challenging for beneficiaries to realise positive outcomes through these helplines; without a personal follow-up with the concerned local government officials by experienced members from the civil society, the redressals done are often inadequate. To combine the scalability of centralised helplines with the effectiveness of decentralised mediation by civil society groups, we set up an IVR (Interactive Voice Response) system where beneficiaries can record their grievances, which are then delegated to a network of civil society volunteers who do the required local follow-ups for resolution of these grievances. Through this pilot, we analysed over 200 cases of redressal and document how volunteer networks operate and can plug accountability gaps in government services. We advocate for formalisation of this civil-society mediated and technology assisted model into the design of public welfare schemes to enable citizens to engage with government departments in productive ways.