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Spandana Quality Validation Manual - Version 2.0

This document provides information about Spandana's grievance quality validation process and reports. The process involves validating that grievances marked as redressed by officers were properly addressed. Officers' responses are categorized as properly redressed, invalid, or incorrect. Validation results are captured in quality validation reports which provide metrics like the number and percentage of incorrectly endorsed grievances at the district, department and validator level. The reports also allow drilling down to view specific grievance details, officer details and the type of incorrect endorsement.

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102 views7 pages

Spandana Quality Validation Manual - Version 2.0

This document provides information about Spandana's grievance quality validation process and reports. The process involves validating that grievances marked as redressed by officers were properly addressed. Officers' responses are categorized as properly redressed, invalid, or incorrect. Validation results are captured in quality validation reports which provide metrics like the number and percentage of incorrectly endorsed grievances at the district, department and validator level. The reports also allow drilling down to view specific grievance details, officer details and the type of incorrect endorsement.

Uploaded by

suresh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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User Manual for

Spandana – Quality Validation Process

Document Version:1.0
Contents
1. Introduction .................................................................................................................................................. 2
2. Grievance Quality Validation Process & Workflow................................................................................ 3
2.1. Grievance Quality Validation Process ............................................................................................... 3
3. Grievance Quality Validation Reports ..................................................................................................... 5
3.1. Grievance Quality Validation Reports ................................................................................................ 5

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1. Introduction
Spandana is a public grievance redressal platform, an initiative of Government of
Andhra Pradesh, for the citizens of Andhra Pradesh. The grievances can be
registered from various sources viz. GSWS, 1902 Call Centre, Mobile App, Web
Application, Collectorate grievance day (Spandana Monday).

Once grievance has been registered, Your SPANDANA Request Number (YSR#) will
be generated and citizens can track the status of their grievance with the help of
the YSR#. The grievance will be addressed by the competent authority within the
defined time.

If the citizen is not happy with the redressal of a grievance, citizen can Re-Open the
grievance by calling 1902 or by visiting Grama/Ward Sachivalayam or using
Spandana portal (https://www.spandana.ap.gov.in/) or using Spandana mobile app.

Grievances are categorized into:


 Critical, High, Medium and Low priority
 Individual & Community
 Rural & Urban

Possible avenues and KPI’s (Key performance indicators) have been defined for
measuring and monitoring the redressal quality on regular basis:

 % of positively redressed grievances and the grievances reopened


 Pending grievances beyond SLA
 Feedback from citizens through different channels
 Performance measurement of Departments, HoD’s and Districts
 Quarterly audit by reputed organizations on the functioning of the entire
Spandana system (E.g. IIM, ISB, TISS…etc)
 Field Verification of Redressed Grievances by District Collectors, JC’s, HOD’s etc.

Spandana portal is intended for registering the grievances only. There is no


provision to register the Service Requests in Spandana, all service requests must be
registered through Grama/Ward Sachivalayam only.

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2. Grievance Quality Validation Process & Workflow

2.1. Grievance Quality Validation Process

2.2. Click on “Reports”


2.3. We can find the Day wise Redressal Action Report

2.4. When We selected date range (from date and to date) we can get the
following details
 Total Number grievances redressed during that period
 Action Done (Validating the Grievances action done)
 Action Not Done (Need to Validate the Grievances)

2.5. If we click on Action Not Done button, we can get yet to verified
redressed grievances.

2.6. We can find detailed report of the grievances


2.7. When we Click on Enquiry button, we can get to know the citizen
grievance request details and officer’s Enquiry report and redressal
report.

3
2.8. Based on the Officers endorsement we categairized the Validate the
grievance with
 Properly Redressed
 Invalid Grievance
 Incorrect
2.9. If the officer Properly redressed the grievance, we can select the
following
 If the Officer redressed the Grievance with proper endorsement
and Enquiry report than we need to select Valid reasons were
provided by GRA with Correct Endorsement addressed to
Citizen, Enquiry Report also uploaded
 If the Officer redressed the Grievance with proper endorsement
and but Enquiry report not attached than we need to select Valid
reasons were provided by GRA, No Enquiry Report uploaded
2.10. If the officer Saying the Grievance is Invalid, we can select the
following
 If the Officer redressed the Grievance saying that Citizen details
wrong (or) Captured mobile number wrong than we need to select
Unable to contact the citizen
 If the officer contacted the citizen and the citizen saying that not
raised any Grievance (or) instead of his/her some one raise the
grievance, we need to select Citizen did not raise any Grievance.
2.11. Incorrect redressal
 If the officer attached blank Endorsement we need to select Blank
Endorsement
 If the officer attached document not clear (or) not able to
understand, we need to select Endorsement not clear/Legible
 If the officer not clearly mention how to resolve the issue as
requested by the citizen, we need to select Incomplete
Endorsement
 If the officer assigning the grievance with below level officers than
we need to select Officer closing the Grievance assigning to
4
sub-ordinate officer
 If the Grievance not related to his/her Jurisdiction (or) Department,
Instead of sending to Spandan team, Officer himself closing the
grievance not related to his/her department/Jurisdiction. we need to
select Officer closing the Grievance indicating that Grievance
not belongs to Juridiction (or) Department.
 If the Reopen officer attached same Endorsement given by GRA
(or) below level officer, we need to select Same Endorsemnt
Uploaded by Reopen Officier
 If the officer attached the document with Password protection, than
we need to select Unable to open endorsement (Password
Protected)
 If the officer redressed the grievance without proper solution, We
need to select Valid reasons were not provided by GRA
 If the officer by mistake attached wrong endorsement than we need
to select Wrong Endorsement Uploaded

3. Grievance Quality Validation Reports

3.1. Grievance Quality Validation Reports

3.2. Click on “Reports”


3.3. We can find the Quality Validation report

3.4. We need to select date range (from date and today)


3.5. We can get the details following details
 District wise, Department wise and Spandana team (SME) wise
Reports
 Total No. of Grievances validated
 Total No. of Grievances Incorrect Endorsed
 %of Incorrect Endorsed

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3.6. When we click on Total, We can get the complete details of proper
redressed, Invalid and Incorrect Grievances.
3.7. When we click on Total Incorrect Endorsement, We can get Grievance
details, officer details and Incorrect Grievance Type.

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