Aesha Raut

UM4002

INFORMATION, EDUCATION COMMUNICATION

The study explores the importance of Information, Education, and Communication (IEC) in grievance redressal systems, focusing on citizen awareness and engagement. The approach includes primary surveys, persona mapping, and gap analysis to uncover critical issues in citizen awareness and engagement. Drawing on examples from municipal corporations across India, the study identifies best practices and innovative solutions like social media campaigns, SMS alerts, and local outreach programs. Recommendations include using digital platforms (WhatsApp, YouTube, mobile apps) and traditional media (posters, newspapers) to educate citizens on complaint registration, fostering a well-informed and participative citizen.


Report Content

The role of IEC in raising awareness, fostering behavior change, and increasing citizen trust and engagement in complaint management systems.

The distribution of complaints by mode of registration.

The survey data from 5 wards.

The survey data of different complaint registration modes.

Summary of citizen personas for IEC campaign, categorizing them by digital adaptability and preferences for complaint resolution methods.

Overview of IEC engagement channels, highlighting the evolution of complaint mechanisms from traditional to digital platforms, including social media and mobile apps.

Case studies showcasing diverse IEC strategies by municipal bodies to enhance citizen engagement and improve grievance redressal systems.

Identifying gaps in citizen awareness about complaint redressal modes and providing targeted recommendations to improve outreach.

Recommendations

Leveraging diverse communication channels and digital tools.