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eGov Products & Services

• Backend (Controller): Built with ASP.NET and Internet Web Servers
C#, it manages business logic, user requests, and Client
data flow between the frontend and database se- GAC Web Site HTML/ JSON Web Application
curely and efficiently Citizen Secure logins for:
• Database (Model): Microsoft SQL Server 2019 • Citizen Web Services
• GAC Manager
securely stores and manages user data, appeals, • Chairman Desktop/Tablet
• Member
and decisions, ensuring fast retrieval and effi- GAC Secretariat, • Expert Business Logic
cient query handling Intermediaries • Intermediaries
• Authentication & Security: Parichay SSO se-
cures GAC Secretariat logins, while Aadhaar Au-
thentication verifies citizen identities, enhancing External System Data Storage
transparency and accountability
• File Management: A centralized server securely
UIDAI
stores appeal documents, ensuring easy access (Aadhaar Authentication) NIC Parichay DB Servers File Server
(SSO)
and efficient management
• APIs & Integration: Supports data sharing with
social media intermediaries, improving commu- Fig 7.1 GAC Application Architecture
nication and grievance resolution efficiency
This architectural flow ensures a smooth, and copy of the decision is communicated • Efficiency and Timeliness: Digital appeals en-
secure, and scalable grievance redressal system electronically to all stakeholders automatically, sure grievance resolution within 30 days, signifi-
for the GAC Portal. including the Appellant and Intermediaries. cantly faster than traditional methods
The copy of the decision is also made available • Enhanced Accessibility: A user-friendly plat-
Portal Workflow under each stakeholder’s portal login. Lastly, form ensures easy navigation, promoting digital
The workflow of the GAC portal begins when an the Intermediaries are required to submit a inclusion for all users
Appellant register using Aadhaar Authentication Compliance Report along with the URL, confirming • Digital Governance: Strengthens trust in In-
to ensure secure identity verification. Once their adherence to the decision, ensuring dia’s online ecosystem by enforcing IT Rules and
registered, the Appellant can file an appeal, which accountability and transparency in the process. promoting a responsible digital environment
is automatically mapped to the relevant GAC based Impact • Secure User Authentication: Aadhaar authenti-
on the complaint type. Once the appeal is filed, the cation and secure logins ensure identity verifica-
system sends alerts to the concerned Social Media The Grievance Appellate Committee (GAC) tion and transparency
Intermediaries (e.g., Meta, Google) to respond portal offers several key benefits and impactful •
within 96 hours. Following the Intermediary’s outcomes for both citizens and digital Improved Communication: Real-time data
response, the Assistant Manager of the respective intermediaries: sharing and API integration enable seamless col-
GAC prepares a Matter Summary, which is then • Transparency and Accountability: Allows laboration among GAC secretariats, experts, and
social media intermediaries
reviewed by GAC Members. They provide their social media platforms, ensuring fair grievance •
citizens to escalate unresolved complaints to
opinions and, if necessary, seek expert advice. Promotes Compliance: Ensures social media in-
The final decision is made by the GAC Chairman redressal termediaries submit compliance reports, fostering
a safer and more accountable digital ecosystem
Ultimately, the GAC portal ensures a safe,
Fig 7.2 GAC Portal Workflow trusted, and accountable Internet for Indian
users, promoting a fair grievance resolution
Start process and strengthening digital governance.
Way Forward
Appeal Submitted by Digital Nagrik
Moving forward, the GAC portal can be further
enhanced by integrating more advanced AI-driven
Re-assign Appeal to Email sent to Intermediary with Link, active tools to automate decision-making processes
other GAC, if Required for 72 hours, to verify Appeal Info
and analyze appeal trends. Additionally, ongoing
collaboration with more Social Media platforms
GAC to prepare Intermediary and continuous monitoring will ensure adherence
Summary Yes Response
Received to evolving digital ethics and regulations. By
scaling up the system and incorporating feedback
Accept/Reject
Appeal from stakeholders, the GAC portal can evolve into
No
a global model for digital grievance redressal,
Accept driving greater accountability and trust in the
Co opt External Member & Take digital ecosystem.
inputs,if required GAC to verify Appeal info
Reject
Seek Additional info from Intermediary or
Appellant through Online Interface
Contact for more details
Process & Decide Appeal GAC Secretariat to take approval of State Informatics Officer
Upload Decision Committee to Reject Appeal NIC, Himachal Pradesh State Centre
NIC HP State Centre, Shimla
> Issue -- Direction to Intermediary> Inform Digital Himachal Pradesh - 171002
Recommendation -- If Any Nagrik by Email Email: sio-hp@nic.in, Phone: 177-2624045

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