याजस्थथानथसयकाय Government of Rajasthan

SUGAM - RPG

(एकीकृतथशिकामतथननवायणथऩोर्टर) Single Point Grievance Redressal Portal

Operational Manual

कामटचारनथसंफधंीथननदेशिका (Version: 2.0)

National Informatics Centre Department of Removal of

The IT Support Professionals Public Grievances

Rajasthan State Unit Government of Rajasthan

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Contents

S. No. Contents Page No 1 प्रस्थतावनाथ 3 2 प्रणारीथकोथसंचाशरतथकयनेथकेथशरएथननदेिथ 4 2.1 अऩनीथशिकामतथदजटथकयेंथथ 5 2.2 शिकामतथकीथस्स्थनतथदेखेंथ 6 2.3 ऩंजीकृतथशिकामतथकाथऩुनस्थभटयणथबेजें 6 2.4 शिकामतथसंखथमाथऩुन:थप्राप्थतथकयें 7 2.5 हहन्थदीथUtilityथडाउनरोडथकयेंथ 7

2.6 शिकामतथकाथऩासवडटथफदरें 7 2.7 सम्थऩकट थकयें 7 2.8 ववबागोंथकीथभॉनीर्रयगंथडसे्थकथशरएथरॉगथइनथऑप्थिन 8 2.8.1.1 Master Entry : Office Master 9 2.8.1.2 Master Entry : Officer Master 9 2.8.1.3 Master Entry : Grievance Subject Type 10 2.8.2.1 Grievance : New 11 2.8.2.2 Grievance: New Grievances for other Departments 12 2.8.2.3 Grievance: Forward 13 2.8.2.4 Grievance : Reply 14 2.8.2.5 Grievance :Disposed 15 2.8.3.1 Reports : Receipt Register 16 2.8.3.2 Reports : Pending Grievances 17 2.8.3.3 Reports : Pending Grievances ( Officer wise) 17 2.8.3.4 Reports :Duration wise pendency 18 2.8.3.5 Reports : Disposal List 18 2.8.3.6 Reports : Disposed Grievances 19 2.8.3.7 Reports : Search Grievances 19 2.8.4.1 Utility : Change Passwordथ 20 2.8.5.1 Logout 20

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1. प्रस्थतावना

याजस्थथानथसयकायथकाथशसगंरथववन्थडोथरोकथशिकामतथननवायणथऩॉर्टरथ ''सुगभ''थयाजस्थथानथकेथ नागरयकोंथ केथ शरएथ वेफथ आधारयतथ एकथ प्रबावीथ शिकामतथ ननवायणथ प्रणारीथ है। जनथअशबमोगथ ननयाकयणथ ववबाग,थ याजस्थथानथ सयकायथ इसथ ऩरयमोजनाथ केथ ननपथऩादनथ केथ शरएथनॉडरथववबागथहै।थ

इसथसॉफ्र्वेमयथभेंथववशबन्थनथभा्थमभोंथ्ायाथनागरयकोंथकेथऩरयवादथदजटथकयामेंथजाथसकतेथह।।थ

नागरयकथसुगभथवेफथऩॉर्टरथकेथभा्थमभथसेथप्र्थमऺत:थऩरयवादथदजटथकयथसकतेथह।।थ

नागरयकोंथकेथऩरयवादथदजटथकयनेथ केथ शरएथएकथसु ु्गभथसेन्थर्यथसिचवारमथस्थतयथऩयथस्थथावऩतथयकमाथगमाथहैथजहांथऩयथननम्थनशरिखतथववकलथऩोंथभेंथसेथयकसीथबीथप्रकायथसेथऩरयवादथदजटथकयामेथजाथसकतेथह।:थ

1. ई-भेरथकेथभा्थमभथसेथऩरयवाद

2. दयूबाषथकेथभा्थमभथसेथऩरयवाद

3. ऩत्रथकेथभा्थमभथसेथऩरयवाद

ववबाग/कामाटरमथस्थथानीमथप ऩथ सेथप्राप्थतथअऩनेथ ववबागथ सेथसंफंिधतथ शिकामतोंथकोथदजटथ कयथ सकें गेथ औयथ उन्थहेंथ अनंतभथ ननवायणथ केथ शरएथ अधीनस्थथथ कामाटरमथ कोथऑनराइनथअग्रथेवषतथकयथसकें गे।

ववबाग/कामाटरमथस्थथानीमथप ऩथसेथप्राप्थतथयकसीथअन्थमथववबागथसेथसंफंिधतथशिकामतोंथकोथबीथदजटथकयथसकें गे।थ

इसथसॉफ्र्वेमयथ्ाया ऩरयवादथननवायणथकेथशरएथववबागथभेंथएवंथअधीनस्थथथववबागोंथभेंथथअगे्रवषतथ यकमेथ जाथ सकतेथ ह।।थ इसथ सॉफ्र्वेमयथ भेंथ हहन्थदीथऔयथअंगे्रजीथ दोनोंथ बाषाओंथ भेंथऩरयवादथदजटथकयामेथजाथसकतेथह।।थ

साफ्र्वेमयथकीथएकथभह्थवऩूणटथ ववशिपथर्ताथमहथहैथ यकथमहदथऩरयवादथयकसीथबीथ ववबागथसेथदजटथयकमाथजाताथहैथतोथइसेथसंफंिधतथस्जराथस्जससेथऩरयवादथसंफंिधतथहै,थकेथस्जराथकरक्थर्यथ्ायाथबीथअवरोकनथयकमाथजाथसकताथहै।थइसीथप्रकायथयकसीथबीथकरक्थर्यीथऩयथदजटथयकसीथऩरयवादथकाथसंफंिधतथववबागा्थमऺथ्ायाथअवरोकनथयकमाथजाथसकताथहै।थमहथशिकामतोंथकेथप्रबावीथभॉनीर्रयगंथभेंथभददथकयेगा।थ इन्थर्यनेर्थब्राउजय भें http://sugamrpg.raj.nic.in काथउऩमोगथकयथसाफ्र्वेमय भेंथप्रवेिथयकमाथजाथसकताथहै।

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नागरयकोंथ ्ायाथ इन्थर्यनेर्थ केथ भा्थमभथ सेथ या्थमथ सयकायथ केथ जनथ अशबमोगथ ननयाकयणथववबागथमाथसंफंिधतथववबागथकेथशरएथऑनराइनथऩरयवादथदजटथकयनेथऩयथसाफ्र्वेमयथ्ायाथननशभटतथऩंजीकृतथसखंथमाथप्रदानथकीथजातीथहैथस्जसकाथउऩमोगथनागरयकथ्ायाथशिकामतथकीथकायटवाईथकीथस्स्थनतथजाननेथकेथशरमेथयकमाथजाताथहै।थकॉरथसेन्थर्यथमाथसंफिधतथववबागथऩयथनागरयकथ्ायाथऩरयवादथदजटथकयानेथऩयथसाफ्र्वेमयथ्ायाथननशभटतथअशबस्थवीकृनतथऩयचीथप्रदानथकीथजातीथहै।थथ

महथसाफ्र्वेमयथववबागोंथऔयथअधीनस्थथथकामाटरमोंथकेथभ्थमथऑनराइनथऩरयवादथअग्रथेवषतथकयनेथऔयथऑनराइनथननवायणथकोथसंबवथफनाताथहै।थ

महथसाफ्र्वेमयथरस्म्फतथशिकामतोंथकी प्रबावीथभॉनीर्रयगंथकेथशरएथववबागों / कामाटरमोंथकीथआवश्थमकताथकेथअनुसायथभॉनीर्रयगंथरयऩोर्टथफनाताथहैथ।थ 2. प्रणारीथकोथसंचाशरतथकयनेथवारेथननदेिथ

इन्थर्यनेर्थब्राउजयथसेथआवेदनथऩयथऩहंुचनेथकेथक्रभथभेंथआऩकाथइन्थर्यनेर्थब्राउजयथखोरेथऔयथ एड्रसेथ फायथ भेंथ http://sugamrpg.raj.nic.in र्ाईऩथ कयेंथ औयथ एंर्यथ दफामे।थननम्थनशरिखतथवेफथऩपृथ:थखुरेगाथ:

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महथएप्थरीकेिनथकाथप्रथभथऩपृथ:थहै।थमहथऩपृथ:थननम्थनशरिखतथसवुवधामेंथप्रदानथकयेगाथ।

अऩनीथशिकामतथदजटथकयेंथ

अऩनीथशिकामतथकीथस्स्थनतथदेखेंथ

ऩंजीकृतथशिकामतथकाथऩुनस्थभटयणथबेजें शिकामतथसंखथमाथऩुन:थप्राप्थतथकयें हहन्थदीथउऩमोिगताथ(Utility)थडाउनरोडथकयेंथ

शिकामतथकाथऩासवडटथफदरेंथ

सम्थऩकट थकयें ववबागों/कामाटरमोंथकेथशरमेथरॉगथइनथऑप्थिन

2.1 अऩनीथशिकामतथदजटथकयेंथथ

इसथ शरकंथ कोथ स्क्रकथ कयनेथ ऩयथ ऩरयवादथ ऩंजीकयणथ पॉभटथ खुरेगा,थ स्जसकेथ भा्थमभथ सेथनागरयकथसीधेथऩरयवादथदजटथकयथसकताथहै।थ

थसबीथब्थमबयेथबयनेथकेथऩश्थचात ु्थनागरयकथSubmit फर्नथस्क्रकथकयथशिकामतथबेजथसकतेथह।।

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2.2 शिकामतथकीथस्स्थनतथदेखेंथ

इसथशरकंथकोथस्क्रकथकयनेथऩयथनागरयकथअऩनीथशिकामतथकीथस्स्थनतथकीथजानकायीथप्राप्थतथकयथसकतेथह।।थ

2.3थऩंजीकृतथशिकामतथकाथऩुनस्थभटयणथबेजेंथ

इसथशरकंथकोथस्क्रकथकयनेथऩयथनागरयकथऩूवटथभेंथऩंजीकृतथशिकामतथकेथशरएथऩुन:स्थभयण-थबेजथसकतेथह।,थजोथयकथथएकथननथमतथअविधथथकेथफादथबेजाथजाथसकताथहै।थ

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2.4थशिकामतथसंखथमाथऩुन:थप्राप्थतथकयेंथ

इसथशरकंथकोथस्क्रकथकयनेथऩयथनागरयकथऩंजीकृतथशिकामतथकीथऩंजीकयणथमहदथबूरथचुकेथहोंथतोथऩुन:थप्राप्थतथकयथसकतेथह।।थ

2.5 हहन्थदीथUtilityथडाउनरोडथकयेंथ

इसथशरकंथकोथस्क्रकथकयनेथऩयथनागरयकथहहन्थदीथUtilityथकोथडाउनरोडथकयथसकतेथह।थऔयथअऩनेथकम्थप्थमूर्यथऩयथस्थथावऩतथ(Install)थकयथसकतेथह।।थइसथUtilityथकोथस्थथावऩतथकयनेथऩयथनागरयकथहहन्थदीथभेंथबीथशिकामतथदजटथकयाथसकें गें।थथ

2.6 शिकामतथकाथऩासवडटथफदरें इसथशरकंथकोथस्क्रकथकयनेथऩयथनागरयकथशिकामतथकेथऩासवडटथकोथफदरथसकतेथह।।थ

2.7 सम्थऩकट थकयेंथ

इसथशरकंथकोथस्क्रकथकयनेथऩयथनागरयकथसंफंिधतथअिधकायीथऔयथकॉरथसेन्थर्यथकेथसम्थऩकट थब्थमबयेथप्राप्थतथकयथसकताथहै।थ

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2.8थववबागोंथकीथभॉनीर्रयगंथडसे्थकथकेथशरएथरॉगथइनथऑप्थिन

भॉनीर्रयगंथ डसे्थकथऩयथऩहंुचनेथ केथ शरथए,थसभस्थतथ ववबागोंथ सेथ मूजयथ नेभथऔयथऩासवडटथकाथउऩमोगथकयतेथ हुएथ रॉगथ इनथकयनेथ कीथअऩेऺाथकीथजातीथ है।थ रॉगथ इनथकयनेथ केथ शरएथआऩकाथमूजयथनेभथऔयथऩासवडटथप्रववपथर्थकयें।थसपरताऩूवटकथरॉगथइनथहोनेथऩयथआऩथनीचेथदशिटतथभॉनीर्रयगंथडेस्थकथस्थक्रीनथऩामेंगेथ:

भॉनीर्रयगंथडसे्थकथशिकामतोंथकाथवववयणथप्रस्थतुतथकयतीथहै। कुरथप्राप्थतथशिकामतें कायटवाईथकेथशरएथरस्म्फतथशिकामतेंथ

शिकामतथस्जसकेथशरएथकायटवाईथकीथगईथहै

शिकामतेंथस्जनकाथननवायणथयकमाथगमाथहैथऔयथस्जनकीथननऩर्ायेथकेथशरएथअनुिंसाथकीथगमीथहैथ

शिकामतेंथस्जनकाथननऩर्ायाथयकमाथगमाथहै

शिकामतेंथजोथकेवरथसूचनाथकेथशरएथप्राप्थतथकीथजातीथह। शिकामतेंथजोथउऩथकामाटरमोंथ्ायाथअन्थमथववबागथसेथप्राप्थतथकीथजातीथह।

भॉनीर्रयगंथडसे्थकथभेंथननम्थनशरिखतथMenu उऩरब्थधथह।थ:थ

2.8.1 Master Entry

2.8.2 Grievances

2.8.3 Reports

2.8.4 Utility थ

2.8.5 Logout

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2.8.1.1 Master Entry : Office Master

सबीथप्रभुखथववबागोंथकोथप्रायस्म्बकथरॉगथइनथनाभथऔयथऩासवडटथउऩरब्थधथकयवामेथगमेथह।।थमहदथववबागथअऩनेथअधीनस्थथथववबागोंथकोथशिकामतथअगे्रवषतथकयनाथचाहतेथह।थतोथसवटप्रथभथसॉपर्वेमयथभेंथअधीनस्थथथ ववबागथकोथजोडाथजानाथआवश्थमकथ ह।।थअधीनस्थथथववबागथकोथजोडनेथकेथशरएथइसथऑप्थिनथऩयथस्क्रकथकयेंथएवंथचाहीथगईथजानकायीथकाथब्थमबयाथबयकयथथAdd फर्नथऩयथस्क्रकथकयें।थ

2.8.1.2 Master Entry : Officer Master

महदथ ववबागथ आऩकेथ अधीनस्थथथ अिधकायीथ कोथ शिकामतथ अगे्रवषतथ कयनाथ चाहताथ हैथ तोथसवटप्रथभथसॉपर्वेमयथभेंथअिधकायीथकोथथजोडाथथजानाथआवश्थमकथह।।थथअधीनस्थथथअिधकायीथकोथसॉपर्वेमयथभेंथजोडनेथ केथइसथऑप्थिनथऩयथ स्क्रकथकयेंथएवंथचाहीथगईथजानकायीथकाथब्थमबयाथबयकयथथAdd फर्नथऩयथस्क्रकथकयें।

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2.8.1.3 Master Entry : Grievance Subject

फेहतयथ भॉनीर्रयगंथऔयथ ननवायणथकयनेथ केथ शरएथ शिकामतोंथ कोथ ववशबन्थनथ ्ेिणमोंथ भेंथवगीकृतथकयनाथहोगा।थउऩरब्थधथ्ेिणमोंथभेंथयकसीथबीथववबागथ्ायथनईथ्ेणीथजोडीथजाथसकतीथ है।थ वगीकयणथ ननधाटरयतथ यकमेथ बफनाथ शिकामतथ दजटथ नहींथ कीथ जाथ सकेगी।थअधीनस्थथथकामाटरमोंथ्ायाथउनकेथभूरथववबागोंथ्ायाथननटथधारयथतथ्ेणीथकेथअनतथरयथक्थतथअन्थमथ्ेणीथननटथधारयथतथकयनेथकीथआवश्थमकताथनहींथहै।

भॉनीर्रयगंथडसे्थकथऩयथउऩरब्थधथMaster Entry Menu केथऑप्थिनथGrievance Subject काथचुनावथकयकेथआऩथनईथ्ेणीथजोडथसकतेथहै।

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2.8.2.1 Grievance : New

ववबाग/कामाटरमथ भेंथ स्थथानीमथ स्थतयथ ऩयथ प्राप्थतथ शिकामतोंथ कोथ इसथऑप्थिनथ केथभा्थमभथ सेथ दजटथ यकमाथजाथ सकताथ ह।थ तथाथ अस्न्तभथ ननवायणथ केथ शरएथ उनकेथअधीनस्थथथसंग:नोंथकोथऑनराइनथअगे्रवषतथयकमाथजाथसकताथह।।थ

यकसीथइवेन्थर्थसेथसंफंिधतथ(जैसेथजनसुनवाईथ)थशिकामतोंथकोथबीथदजटथयकमाथजाथसकताथह।थ।थ

यकसीथवगटथवविेषथसेथप्राप्थतथशिकामतोंथकोथबीथदजटथयकमाथजाथसकताथह।।थ ''Upload Document''थ शरकंथ ऩयथ स्क्रकथ कयनेथ सेथ शिकामतथ अथवाथ प्राप्थतथ

शिकामतथसेथजुडाथदस्थतावेजथबीथस्थकेनथकयकेथअऩरोडथयकथमाथजाथसकताथहै।थ

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2.8.2.2 Grievance : Newथgrievances for Other Departments

ववबाग/कामाटरमथभेंथस्थथानीमथस्थतयथऩयथप्राप्थतथअन्थमथववबाग/कामाटरमथसेथसंफंिधतथथशिकामतोंथकोथइसथऑप्थिनथकेथभा्थमभथसेथदजटथयकमाथजाथसकताथह।।थ

''Upload Document''थ शरकंथ ऩयथ स्क्रकथ कयनेथ सेथ शिकामतथ अथवाथ प्राप्थतथशिकामतथसेथजुडाथदस्थतावेजथस्थकेनथहोकयथअऩरोडथयकथमाथजाथसकताथहै।थ

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2.8.2.3 Grievance: Forward

इसथऑप्थिनथकेथभा्थमभथसेथशिथकामतेंथअधीनस्थथथकामाटरमोथएवंथअिधकारयमोंथकोथअनंतभथननवायणथ केथ शरएथऑनराइनथअगे्रवषथतथहोथसकें गी।थइसथऑप्थिनथऩयथ स्क्रकथकयनेथ सेथइसथववबाग/कामाटरमथभेंथरस्म्फतथशिकामतेंथताशरकाफ्थप ऩथभेंथप्रदशिटतथहोतीथह।,थजैसाथयकथनीचेथहदखामाथगमाथहैथ:थ

यकसीथशिकामतथऩयथस्क्रकथकयनथेऩयथननथम्थनथस्थक्रीनथखुरेगीथ:थ

महथस्थक्रीनथतीनथबागोंथभेंथ ववबास्जतथ ह।।थ ऩहराथबागथ शिकामतथकाथ ब्थमबयाथ फतामेगा,थदसूयाथबागथशिकामतथऩयथकीथगमीथसभस्थतथकामटवाहहमोंथकोथदिाटएगाथऔयथअनंतभथबागथकाथ उऩमोगथ ववशबन्थनथ अिधकारयमोंथ कोथ ननवायणथ हेतुथ शिकामतेंथ पायवडटथ कयनेथ माथसूचनाथटथप्रनतथबेजनेथभेंथयकमाथजामेगा।थ

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2.8.2.4 Grievance : Reply

इसथऑप्थिनथ्ायाथयकथसीथबीथप्राप्थतथशिकामतथकाथजवाफ,थसंफंिधथतथअिधथकायीथकोथबेजाथजाथसकताथहै।थइसथऑप्थिनथकेथभा्थमभथसेथउनथअिधकारयमोंथकोथशिकामतथकाथजवाफथहदमाथजामेगाथस्जनकेथमहांथसेथशिकामतथप्राप्थतथहुईथथी।थइसथशरकंथऩयथस्क्रकथकयनेथसेथइसथववबाग/कामाटरमथभेंथरस्म्फतथशिकामतेंथताशरकाफ्थप ऩथभेंथदशिटतथहोंगी,थजैसायकथनीचेथदिाटमाथगमाथहैथ:

यकसीथशिकामतथऩयथस्क्रकथकयनेथसेथननथम्थनथस्थक्रीनथखुरेगीथ:

महथस्थक्रीनथतीनथबागोंथ भेथ ववबास्जतथ है।थऩहराथबागथ शिकामतथकाथ ब्थमबयाथ फतामेगा।थदसूयेथबागथकाथउऩमोगथ शिकामतोंथकाथजवाफथ देनेथभेंथऔयथ ववशबन्थनथअिधकारयमोंथकोथइसथ जवाफथ कीथ सूचनाथटथ प्रनतथ पे्रवषतथ कयनेथ भेंथ यकमाथ जामेगाथ औयथ अस्न्तभथ बागथशिकामतोंथऩयथयकथगमीथसभस्थतथकायटवाइमोंथकीथजानकायीथदेगा।थ

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2.8.2.5 Grievance :Disposed

इसथऑप्थिनथकेथभा्थमभथसेथशिकामतेंथननस्थतारयतथकीथजाथसकें गी।थइसथशरकंथऩयथस्क्रकथकयनेथ से,थइसथ ववबाग/कामाटरमथभेंथ ननस्थतायणथकेथ शरएथरस्म्फतथ शिकामतेंथताशरकाफ्थप ऩथभेंथप्रदशिटतथहोंगी,थजैसाथयकथनीचेथदिाटमाथगमाथहैथ:थ

यकसीथबीथशिकामतथऩयथस्क्रकथकयनेथसेथस्थक्रीनथननम्थनथप्रकायथखुरेगीथ:

महथ स्थक्रीनथ तीनथ बागोंथ भेंथ ववबास्जतथ है।थ ऩहराथ बागथ शिकामतथ काथ ववस्थततृथ ब्थमबयाथफतामेगा,थदसूयाथबागथ शिकामतोथऩयथकीथगमीथसभस्थतथकायटवाईथकीथ स्स्थनतथदिाटमेगाथऔयथअनंतभथबागथशिकामतोंथकाथननस्थतायणथकयनेथकेथशरमेथहै।थशिकामतथस्जसथववबागथभेंथप्राप्थतथहोगीथवहींथऩयथननयस्थतथकीथजाथसकेगी।थ

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2.8.3.1 Reports : Receipt Register

आऩकेथववबागथभेथदजटथशिकामतोथकीथसूचीथप्राप्थतथप्राप्थतथकयनेथकेथशरथमेथइसथऑप्थिनथकाथप्रमोगथकयेथ।थ

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2.8.3.2 Reports : Pending Grievances

ननस्थतारयतथकीथजानेथकेथशरएथआऩकेथस्थतयथऩयथरंबफतथशिकामतोंथकीथसूचीथप्राप्थतथकयनेथकेथशरथमेथइसथऑप्थिनथकाथप्रमोगथकये।थआऩकेथस्थतयथऩयथयकसीथनमीथशिकामतथकोथदजटथकयतेथहीथ अथवाथ DRPG/CMO ववबागथ सेथ शिकामतथ पायवडटथ होतेथ ही,थ ऐसीथ शिकामतथ रंबफतथशिकामतोंथकीथसूचीथभेंथिाशभथरथहोथजाएगी।थथ

यकसीथ शिकामतथ ऩयथ स्क्रकथ कयनेथ सेथ उसथ शिकामतथ काथ ऩूयाथ वववयणथ हदखामीथ देगा।थ

2.8.3.3 Reports : Pending Grievances ( Officer wise)

ननस्थतारयतथकीथजानेथकेथशरएथआऩकेथस्थतयथऩयथरंबफतथशिकामतोंथकीथसूचीथअिधकारयमोंथकेथक्रभथभेंथप्राप्थतथकयनेथकेथशरथमेथइसथऑप्थिनथकाथप्रमोगथकये।

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2.8.3.4 Reports :Duration wise pendency

ववबागोथकेथस्थतयथऩयथ रंबफत शिकामतों की सूची सभमथकेथक्रभ भें प्राप्थतथकयने के शर मे इस

ऑप्थिनथ का प्रमोग कये।

2.8.3.5 Reports : Disposal List

ननस्थतारयतथ यकमेथजानेथ के शरएथररंबफत शिकामतों जोयकथअधीनस्थथथअिधकारयमोंथ ्ायाथननस्थतारयतथयकमेथजानेथकेथशरमेथअनुभोहदतथयकथगमीथहै,थथकीथ सूची प्राप्थतथकयन े के शर मे

इस ऑप्थिनथ का प्रमोग कये।

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2.8.3.6 Reports : Disposed Grievances

आऩकेथस्थतयथऩयथननस्थतारयतथशिकामतोंथकीथसूचीथसूची प्राप्थतथकयन ेके शर मे इस ऑप्थिनथ का प्रमोग कये।

.

2.8.3.7. Reports : Search Grievances

ननम्थनांयकतथभेंथसेथकोईथबीथब्थमबयाथदेनेथऩयथऩूवटथभेंथदजटथकीथगईथशिकामतोंथकाथववववयणथढंूढाथजाथसकताथहै।थ

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2.8.4.1 Utility : Change Passwordथ

महथअनुिंसाथकीथजातीथहैथयकथऩहरीथफायथरॉगथइनथकयतेथसभमथहीथआऩथअऩनाथऩासवडटथफदरथरें।थचेन्थजथऩासवडटथऑप्थिनथकीथसहामताथसेथआऩथस्थवमंथकाथऩासवडटथफदरथसकतेथह।।थमेथस्थक्रीनथभॉनीर्रयगंथडेस्थकथकेथMenu भेंथदाहहनीथओयथउऩयथकोनेथभेंथउऩरब्थधथहै।थआऩथइसथऑप्थिनथ केथ ्ायाथ अऩनेथ अधीनस्थथथ अिधकायीथ काथ ऩासवडटथ बीथ फदरथ सकतेथ ह।।थ वांनितथसूचनाथआऩकाथनमाथऩासवडटथहैथजोथआऩथचाहतेथहैथदेथसकतेथहै।

2.8.5.1 Logout

इसथऑप्थिनथकाथप्रमोगथकयकेथआऩथइसथप्रणारीथसेथफाहयथननकरथसकतेथह।।थ

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SUGAM - RPG

Operational Manual

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Contents (English Manual)

S. No. Contents Page No 1 Introduction 23 2 System Operating instruction 24 2.1 Citizen Interface 25 2.2 Lodge Your Grievance 25 2.3 View the status of your Grievance 26 2.4 Send Reminder for Grievance Registered Earlier 26 2.5 Download Hindi Utility 27 2.6 Change Password for Grievance 27 2.7 Contact Us 27 2.8 Monitoring Desk for Departments 28 2.8.1.1 Master Entry : Office Master 29 2.8.1.2 Master Entry : Officer Master 30 2.8.1.3 Master Entry : Grievance Subject Type 30 2.8.2.1 Grievance : New 32 2.8.2.2 Grievance : New Grievances for other Departments 33 2.8.2.3 Grievance: Forward 34 2.8.2.4 Grievance : Reply 35 2.8.2.5 Grievance :Disposed 36 2.8.3.1 Reports : Receipt Register 37 2.8.3.2 Reports : Pending Grievances 38 2.8.3.3 Reports : Pending Grievances ( Officer wise) 39 2.8.3.4 Reports :Duration wise pendency 39 2.8.3.5 Reports : Disposal List 39 2.8.3.6 Reports : Disposed Grievances 40 2.8.3.7 Reports : Search Grievances 40 2.8.4.1 Utility : Change Passwordथ 41 2.8.5.1 Logout 41

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1. Introduction "SUGAM" the single point public Grievance Redressal portal of Government of

Rajasthan is a web based system, developed in order to provide an effective

grievance redressal mechanism for the citizens of Rajasthan. The Department of

Removal of Public Grievances, Government of Rajasthan is the nodal department

for execution of this project.

Linkages have been built in the software in such a manner that

Grievance received at any level can be forwarded anywhere within the

department for redressal.

Grievance belongs to any department/office can be lodge locally at any

department / office up to district level.

The system has language interfaces both for Hindi and English.

An important feature of this system is that if a complaint is lodged with any

of the department, can also be monitored by the District Collector of the

concerned district to which the complaint relates. Similarly any complaint

lodged with any of the collectorate, can be monitored by the concerned Head

of the department. This would help in effective monitoring of grievances.

The system has been developed to provide multiple channels for receiving grievance from citizens.

The citizen can directly lodge the complaint through SUGAM web portal.

A SUGAM call centre has been established at Secretarial to facilitate

grievance lodging by the citizen through any of the following modes:

1. Complaints through e-mail

2. Complaints through telephone

3. Complaints through letter

Local interface for lodging grievances which are received locally has been

established at all departments / Offices.

Local interface for lodging grievances which are received locally but belongs

to any other department / Office has been established at all departments /

offices.

This system can be accessed by using the URL http://sugamrpg.raj.nic.in .

The System has been designed and developed with a view to achieve the uniform and systematic approach towards monitoring of procedures by adopting a

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comprehensive classification and standardization of grievances and redressal across the government departments.

The system facilitates to generate unique registration number upon the online submission of grievances from citizens through Internet. Also facilitates to generate Acknowledgement slip upon the submission of grievances at SUGAM centre or at concerned department.

The system facilitates online grievance forwarding within department and the subordinate offices.

The system facilitates to generate monitoring reports as per the requirement of departments/offices for effective monitoring for pending grievances.

2. System operating instructions

In order to access the application from an internet browser, open your internet

browser and type http://sugamrpg.raj.nic.in in the address bar and press

enter. The following web page will get open:

This is the general interface of the application. This page would lead you to the

following interfaces:

Citizen Interface

Monitoring Desk for Department

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Citizen Interface

This interface comprises of seven different sections:

Lodge Your Grievance

View the Action status of Your Grievance

Send Reminder for Grievance Registered Earlier

Retrieve Grievance No

Download Hindi Utility

Change Password for Grievance

Contact Us

Let’s have a quick overview of the different sections of this interface one by one.

2.1 Lodge Your Grievance

On clicking this link, Complaint Registration form will be appearing through which

citizen can directly lodge the complaint.

After filling all the details, Citizen can submit their grievance by clicking button ‘Submit’.

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2.2 View the status of your Grievance

On clicking this link, citizen can check status of his Grievance by entering grievance registration number as shown below:

2.3 Send Reminder for Grievance Registered Earlier

On clicking this link, citizen can send reminder for grievance registered earlier.

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2.4 Retrieve Grievance No

On clicking this link and by entering required details, citizen can retrieve grievance no for already registered grievance, if forgotten.

2.5 Download Hindi Utility

On clicking this link, citizen can download Hindi Utility & install at their PC. After installing this utility, citizen will be able to enter grievance in Hindi also.

2.6 Change Password for Grievance

On clicking this link, citizen can change password of their grievance .

2.7 Contact Us

On clicking this link, citizen can get contact details of concern officer & Call centre.

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2.8 Monitoring Desk for department

All users are required to login using a username and password. Enter your

username and password to login. On successful login you would be presented

with the monitoring desk screen as shown below:

Monitoring desk presents status of grievances. Options available on the desk are as under:

Total received Grievances

Grievance pending for Action

Grievance for which action has been taken

Grievances which are redressed & recommended for disposal

Grievances which are disposed

Grievances which are received for information only

Grievances which are received by sub offices from other department

Operational desk provides the following interfaces:

2.8.1 Master Entry

2.8.2 Grievances

2.8.3 Reports

2.8.4 Utilities

2.8.5 Logout

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2.8.1.1 Masters Entry : Office Master

All major departments have been provided with initial login name and

password. If department wants to forward grievances to subordinate office, the

office must first be added in the system. This hierarchical organizational

structure enables online transfer of grievance details and helps redressal of

grievance upto tehsil level. Unless department create their subordinate offices,

department will not be able to forward grievances to subordinate offices.

To create a subordinate office, click on this option and fill up all the required

details and click on Add button as shown below. On creation of office, two logins,

one for HOD and one for PG officer will automatically be created.

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2.8.1.2 Masters Entry : Officer Master

If you want to forward a grievance to your subordinate officer, the officer must first be added in the application. To add a subordinate officer, click on this option. Officers can be added up to tehsil level.

2.8.1.4 Masters Entry : Grievance Subject

Grievances are required to be categorized under certain categories for better

monitoring and redressal. Nodal agency have identified and entered certain

predefined categories for grievance monitoring. You may add your own

grievance categories. Without assigning a category the grievance could not be

lodged. Subordinate offices are not required to add a grievance category, if

category is already created by parent department.

You can add a category through this option provided on monitoring desk as shown below:

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2.8.2.1 Grievance : New

Using this link provided on monitoring desk, new grievances can be lodged

which are received locally at department / office

which are relates to any event (eg CM visit)

Grievance or any document attached with received grievances may be

scanned & uploaded by clicking on upload document link.

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2.8.2.2 Grievance : New Grievances for other Departments

Using this link provided on monitoring desk, new grievances can be lodged

which are received locally at department / office but relates to any other

department / office .

which are relates to any event (eg CM visit)

Grievance or any document attached with received grievances may be

scanned & uploaded by clicking on upload document link.

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2.8.2.3 Grievance : Forward

Grievances may be forwarded through this link to their subordinate officers

online for redressal. On clicking this link, pending grievances with this

department / office are displayed in the tabular form as shown below:

By clicking on any grievance, screen will open as below:

This screen is divided into 3 parts. First part will display details of grievance, second part will display status of actions taken on grievances and last part will be used to forwarded grievances to multiple officers for redress or as copy to for information.

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2.8.2.4 Grievance : Reply

Grievances may be replied through this link to officers from where grievance is

received. On clicking this link, pending grievances with this department / office

are displayed in the tabular form as shown below:

By clicking on any grievance, screen will open as below:

This screen is divided into 3 parts. First part will display details of grievance, second part will be used to reply grievances and also send this reply as copy to for information to multiple officers and last part will display status of action taken on grievances.

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2.8.2.5 Grievance : Disposed

Grievances may be disposed through this link. On clicking this link, pending

grievances for disposal with this department / office are displayed in the tabular

form as shown below:

By clicking on any grievance, screen will open as below:

This screen is divided into 3 parts. First part will display details of grievance, second part will display status of action taken on grievances and last part will be used to disposed grievances. Head of Department/ office for which grievance is addressed, will be owner of that grievance and able to dispose that grievance.

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2.8.3.1 Reports : Grievance Receipt Register

A list of grievance received at your level will be displayed.

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2.8.3.2 Reports : Pending Grievances

A list of grievance pending for disposal at your level will be displayed. When a new grievance is lodge or forward from any department / office, it will be included into pending grievances.

Click on any grievance to view the details of grievance.

2.8.3.4 Reports : Pending Grievances (Officer Wise)

A list of grievance pending for disposal (officer wise) at your level will be displayed. When a new grievance is lodge or forward from any department / office, it will be included into pending grievances.

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2.8.3.5 Reports : Pending Grievances (Duration Wise)

A list of grievance pending for disposal (duration wise) at your level will be

displayed.

2.8.3.6 Reports : Disposal List

A list of grievance recommended for disposal and pending for disposal at your

level will be displayed.

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2.8.3.7 Reports : Disposed Grievances

A list of Grievances disposed off at your level would be displayed.

2.8.3.8 Reports : Search Grievances

Grievances may be search by entering any of the following details.

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2.8.4.1 Utilities : Change Password

It is recommended to change your password on first login. You can change your login password with the help of change password screen. It is available in the upper right hand corner on operational desk. The required information is your new password which you want to have. You can change your subordinate officer’s password also using this screen.

2.8.5.1 Logout

Using this option, you can quit from this system.

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Web address : http://sugamrpg.raj.nic.in

Call centre : 91-141-2227549

E-mail : sugamrpg@nic.in

Address for postal / In person contact :

Sugam – RPG centre

Department of Removal of Public Grievances

(Old Reception Hall)

Main Gate, Secretariat, Jaipur – 302005

National Informatics Centre

Rajasthan State Centre

8318, N.W. Block, Secretariat, Jaipur – 302005