Understanding the SWAGAT Initiative

The term SWAGAT is an abbreviation for State-Wide Attention on Grievances by Application of Technology.

• The SWAGAT Initiative is an innovative online programme implemented by the Gujarat government with the aim to promptly and efficiently address the grievances of its citizens.
• The initiative, which was launched in 2003, provides a platform for the common people to voice their issues directly to the Chief Minister.
• As part of the anniversary celebrations, the Chief Minister’s Office conducted training sessions for village panchayat sarpanches, talatis, newly-appointed mamlatdars, and taluka development officers.
• The primary goal of the initiative is to employ technology as a medium to connect citizens and the government in order to resolve the issues faced by citizens promptly and efficiently.
• A unique feature of the initiative is that it allows people to submit complaints about grievances directly to the Chief Minister. On the fourth Thursday of each month, the Chief Minister personally interacts with the people to address and resolve their grievances.
• The structure of the SWAGAT Initiative comprises of four components namely state, district, taluka and gram, with the Chief Minister attending the public hearings of State SWAGAT.
• The SWAGAT Initiative has achieved remarkable success, with a resolution rate of 99% for the grievances submitted to date. Furthermore, every applicant is kept informed about the decision.
• The Initiative has gained international recognition and was awarded the United Nations Public Service Award in 2010 for its efforts in enhancing transparency, accountability, and responsiveness in public service.

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