Tinaa C M

UM4000

The study started off by understanding the legislative branch, executive branch and the services offered by the departments established under the municipality through multiple interactions with the stakeholders involved. The various portals utilized by the municipality for Public Service Delivery and for monitoring and reporting purposes were also explored. Apart from the services offered by the departments, the municipality also offered Grievance Redressal. Broadly two channels were observed, Offline and Online. From the analysis of Grievances filed through Online Channels and the Primary Citizen Survey it was observed that a majority of the citizens in the municipality preferred the Offline Channel. Hence the proposal majorly focused on strengthening and formalizing the Offline Grievance Redressal Channel.