Published Paper Details:

Many public funded social welfare schemes in India are suffering from implementation of problems. Most of these problems can be traced that missing or broken information flows and accountability loops. First, beneficiaries are often not aware about the schemes and the rules and regulations governing the schemes and the government officers do not have any direct medium to obtain feedback on the schemes from the beneficiaries. Secondly, beneficiaries are not able to take the access scheme related to the data due to an Internet access and literacy challenge because the data is often posted on the web-based MIS systems. Thirdly, when the entitlements are rejected there access is not effective avenue to redress grievances as most grievances filed on the government run helplines to go unresolved or the resolutions are ineffective. In this research paper we are addressing the questions of how to argument the grievance redressal systems to improvement their uptake and effectiveness; how can low- literacy users access their information on web-MIS platform and reports discrepancy in data; and how can government officers directly obtain the feedback on the implementation of the schemes from the beneficiaries. We have designed model grievance redressal which are connected to people of government officers through an IVR (Interactive Voice Response) System.