Mehta Saumya Sanjaykumar

UM4000-1

Enhancing Urban Governance: Citizen Interface

Himatnagar is a class II town in Sabarkantha district in the Indian state of Gujarat. It is the administrative headquarters of the district. The city is developed on the bank of the river Hathmati. As a part of this studio project, the goal is to enhance the service delivery from municipality to citizens. After analyzing the existing service delivery methods, complaint redressal process and citizen survey results; proposals are made for improved framework of complaint redressal and management system to make it more efficient.

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Introduction

Municipal Administration

Citizen Interface: Analysis

Citizen Survey Analysis

Framework for efficient complaint redressal and management system: receival and registration, compilation and distribution

Proposed IEC Campaign

Framework for efficient complaint redressal and management system: tracking, status, resolution and reporting

Proposed Improved framework for tracking and redressal

Proposed Registered complaints analytics dashboard sample

Proposed improvement in facilities provided at municipal office premise