Grievance redressal: Modi vs. Kejriwal

Redressing public grievances effectively is an important aspect of good governance. Narendra Modi and Arvind Kejriwal offer a study in contrast when it comes to hearing and responding to public grievances. Modi launched SWAGAT, a public grievance redressal system in 2003. It is a three-tiered system which is implemented at the taluk, district, and state levels. A Gujarat State-wide Network, GSWAN, connects the state central secretariat, all 25 district headquarters, and every taluk headquarter using an Intranet system in order to administer and manage SWAGAT cases. As this article points out:

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