New version of online GRS launched in Satkhira on pilot basis

 
The online Grievance Redress System (GRS), used by the Government of Bangladesh to address citizen complaints, have been launched on a pilot basis in Satkhira District on Tuesday (November 9). The GRS was first introduced in 1986. Its online version was launched in 2015 by the Cabinet Division in 21 districts.

However, it remained underutilized as the system only functioned at district level. The new GRS system will begin as a pilot project in the sub-district level in Satkhira's Sadar and Ashashuni Upazila. Mohammad Humayun Kabir, Deputy Commissioner and District Magistrate, Satkhira District, inaugurated the online GRS, while Van Nguyen, Deputy Resident Representative, UNDP Bangladesh was present as the special guest.

Dr Dewan Muhammad Humayun Kabir, Joint Secretary and Project Director, a2i; Md Khaled Hasan, Joint Secretary, Social Safety Net (SSN), Cabinet Division; Anga R Timilsina, Global Advisor on Anti-Corruption, UNDP ACPIS; Representative from SIDA and Public Representative Asaduzzaman Babu were present as panellists during a discussion session moderated by the Policy Advisor of a2i, Anir Chowdhury.

The launching ceremony has been co-organized by UNDP, a2i, ICT Division and the Cabinet Division. The new version GRS system is integrated with the national helpline 333 and, social media platforms like - Facebook. The new GRS also allows citizens to lodge grievances through the GRS APP. These changes make it an effective tool to address citizen complaints; thus, taking a step forward towards achieving SDG 16.

Chief guest, Mohammad Humayun Kabir, said, "the Government has been trying their level best to provide citizens with the highest level of services. Citizens can now lodge their complaints online instead of taking the hassle of coming to us physically".

He believes that the new system will be much more efficient in handling citizen grievances and will help in increased citizen satisfaction.

Special Guest Van Nguyen, said "the GRS is a crucial tool in bringing together the service providers and service receivers under one platform." She encouraged the citizens to use the GRS system. Emphasizing on citizen participation, she added, "now citizens must use the system to make the platform successful. If they fail to lodge grievances, we will not be able to hold service providers accountable."

She concluded her speech by saying, "with the improved capacity at multiple levels, the new GRS system can pave the way to greater service delivery leading to greater citizen satisfaction, thus achieving SDG 16."

The inauguration ceremony began with the opening remarks by Kazi Arifur Rahman; followed by a presentation on the overview of the new GRS platform by Md. Mokhlesur Rahman. Khandakar Manowar Morshed then talked about the next steps forward with the new GRS and how it is going to include all online and offline communication channels to ensure maximum citizen awareness and participation.

The event was followed by a video teleconference discussion on GRS submission through 333, GRS' impact on strengthening public service delivery and the future impact of GRS moderated by Anir Chowdhury. Speakers at the discussion spoke about the necessity of the GRS in the country and the role of the newly integrated national helpline 333 and social media platforms in the GRS and how these platforms can play a crucial part in ensuring that citizens receive the highest level of service satisfaction.

They also discussed about the impact that the GRS system is going to have in effect and how this system can be further enhanced to ensure greater citizen satisfaction through quality service delivery.

Md Mokhlesur Rahman, Deputy Secretary, Cabinet Division; Kazi Arifur Rahman, ADC General, Satkhira District; Khandakar Manowar Morshed, Deputy Secretary and SPS specialist, a2i; were also present as speakers during the event. In addition to the following guests, relevant officers and representatives from the local administration and ministries, NGOs, private clubs, media, Upazila and Union Chairmen, a2i and UNDP also graced the event with their presence.