Our Work

Project : Prajavani at Praja Bhavan, effective Grievance Redressal System

User Department(s):

Prajavani- State Nodal Officer @ PrajaBhavan

Project Brief:

“Prajavani” at Praja Bhavan is a formal grievance redressal system established by the Government of Telangana to provide citizens with a reliable platform to raise concerns and complaints related to public services and governance. As a flagship initiative under the Chief Minister’s Prajavani Programme, it aims to ensure transparent, timely, and accountable resolution of grievances, thereby strengthening trust between citizens and the Government while improving overall public service delivery.

The system enables Prajavani Operators to enter grievances received manually, which are routed to the District Collectors or Department Heads. Designated officials review and act on the grievances, forwarding them where necessary within the administrative hierarchy. Nodal officers verify resolutions and trigger notifications to citizens. The platform also supports direct grievance submission by citizens. It may be noted that grievances are automatically assigned to the relevant Grievance Redressal Officer (GRO) based on mapped departments, categories, and location details. Senior officials, including Prajavani at Praja Bhavan in the CMO, Chief Secretary’s office, and Principal Secretaries, have dedicated logins for real-time monitoring. An appeal feature is also planned to enhance the redressal mechanism further.

Table 2: Prajavani at Praja Bhavan: Roll out details

Overall, the platform has scaled across 33 Secretariat Departments, Districts, and all Heads of Departments (HoDs), demonstrating growing trust and widespread adoption of the Prajavani system.

Key Features of the Prajavani System developed by CGG include,

• End-to-end digital grievance entry supported by structured, rule-based workflows for efficient processing.
• Case bifurcation and priority classification to ensure timely and appropriate handling of issues.
• Multi-level workflow extension across departments and field offices for seamless coordination.
• Bulk processing and grievance transfer mechanisms to handle high volumes effectively.
• Unread case highlighting feature to minimize pendency and improve responsiveness.
• Unified login system enabling access for users across different administrative levels.
• Integration with Praja Palana for convergence of multiple grievance platforms.
• ATR (Action Taken Report) review, public hearings, and monitoring reports to strengthen accountability.
• Comprehensive MIS reports and dashboards with SMS alerts to enhance transparency and real-time tracking.