The SWAGAT program in Gujarat, initiated 20 years ago, has significantly bolstered citizens’ confidence in governance by effectively addressing over 99% of complaints and grievances. Launched by former Chief Minister Narendra Modi in 2003, SWAGAT aims to facilitate direct grievance redressal between citizens and the government using technology. Under the leadership of current Chief Minister Bhupendra Patel, the program has expanded to cover districts, talukas, and villages, fostering public trust in the state government.
SWAGAT 2.0, an enhanced version of the program, ensures timely resolution of citizens’ grievances through the Auto Escalation Matrix System. This system, introduced by Chief Minister Bhupendra Patel, was implemented state-wide on December 25, 2024, alongside the launch of the SWAGAT mobile application. Following a successful pilot project, SWAGAT 2.0 was extended across all districts and departments, emphasizing prompt and qualitative grievance resolution.
The modern SWAGAT framework incorporates an automatic escalation mechanism to prevent delays in grievance resolution. Grievances are directed online to the relevant authorities, with strict time limits for resolution. Unresolved issues are automatically escalated, and applicants receive updates via SMS at each stage. The Chief Minister’s Office closely monitors pending cases to ensure efficient redressal.
