Delhi’s media may have hyped the first and the last ‘Janata Durbar’ organized by the newly elected Delhi Chief Minister, Arvind Kejriwal, lasting barely for few minutes, but the real story of how Public Greivances can be addressed in an Institutionalized manner comes from Gujarat – the wonderful example of SWAGAT, the e-’Janata Durbars’ being held in Gujarat since 2003.

For God's sake,Arvind and Team,Secretariats are not run from Roof Tops! Pl take time to listen/absorb! And then take considered decisions!

— Kiran Bedi (@thekiranbedi) January 11, 2014

I am forced to draw comparison with Modi rally in Patna when live bombs were going all around and he still managed the crowd discipline.

— Yashwant Deshmukh (@cvoter) January 11, 2014

So Arvind Kejriwal is considering scrapping Janata Durbar and starting helplines instead. I said this on day one – https://t.co/aDU6XMd0le

— Kartik Dayanand (@KartikDayanand) January 13, 2014

Arvind kejriwal,an IIT graduate can not think of using technology to hear people issues while the same has done by NaMo, a Chai wala #SWAGAT

— मोदी-समर्थक (@vikas2783) January 11, 2014

Well yes, the Government of Gujarat has been holding SWAGAT (State Wide Attention on Grievances by Application of Technology) – the online grievance redressal sessions on the fourth Thursday of each month since 2003.

 

The review is done based on the problems solved and not on the petition disposed.

When the leader has this to say no wonders SWAGAT won the United Nations Public Service Award for better management and better public service.

Narendra Modi says, “The real test of good governance is its grievance redressal system. That should be at the root of any democratic system that people should not only be able to voice their problems freely but also get their problems solved quickly.”

Over the years the faith of common man has only increased on SWAGAT.