The Gujarat Government, under the leadership of Chief Minister Bhupendra Patel, has resolved 83% of grievances submitted through its Visitor Management System (VMS) since its launch in January 2023. This innovative platform ensures transparent and effective grievance redressal while empowering citizens to directly interact with the Chief Minister.
Overview of the Visitor Management System
The Visitor Management System, introduced on January 9, 2023, allows citizens to:
- Register their concerns online.
- Categorize their requests into “Complaints” or “Greetings.”
- Meet the Chief Minister in person for grievance resolution.
The system enables applicants in the “Greetings” category to directly meet the Chief Minister, while those in the “Complaints” category undergo a detailed review process by officials before meeting the CM.
Key Features of the System
- Dedicated Time: CM Bhupendra Patel dedicates Mondays and Tuesdays to meet citizens registered through VMS.
- Auto Escalation Metrics: This feature ensures timely and effective grievance resolution, monitored continuously.
- Categorization by Complexity: Complaints are categorized into Green, Yellow, and Red channels based on severity, ensuring focused attention and resolution.
- Follow-Up System: Grievances are continuously monitored to ensure actions are implemented promptly.
Achievements of VMS in 2023
- A total of 4,793 citizens have met the Chief Minister through the VMS.
- 3,103 were in the “Complaint/Grievance” category.
- 1,690 were in the “Greetings” category.
- 83% of grievances raised have been resolved successfully.
MP-MLA Unit for Governance Grievances
The MP-MLA Unit within the Chief Minister’s Office addresses administrative grievances raised by Members of Parliament (MPs) and Members of the Legislative Assembly (MLAs).
- During the current 15th Legislative Assembly, the unit handled 14,500 representations, of which 93% were resolved.
- This unit enhances coordination between public representatives and administrative bodies, expediting developmental projects and governance issues.
Good Governance Under Bhupendra Patel
The Visitor Management System and MP-MLA Unit reflect CM Bhupendra Patel’s commitment to good governance and citizen empowerment. The system has been lauded for its transparency, efficiency, and focus on direct citizen engagement, making it a model for other states to emulate.
By integrating technology and governance, the Gujarat Government continues to set benchmarks in responsive administration and public service.