SWAGAT is an innovative concept that enables direct communication between the citizens and the chief minister. In Gandhinagar, the fourth Thursday of every month is a SWAGAT day wherein the highest office in administration attends to the grievances of the man on the street. Grievances are logged in, transmitted and made available online to the officers concerned who have to reply within 3 to 4 hours. The departments concerned then have to be ready with the replies, before 3 p.m., when the Chief Minister holds video conferences with all the districts concerned. Applicants are called one by one and the chief minister examines each complaint in detail. The information sent by the department is also reviewed online in the presence of the complainant and the Collector/District Development Officer/Superintendent of Police and other officials concerned. Attempts are made to offer a fair and acceptable solution on the same day and no applicant has ever left without any firm reply to his grievance. The record is then preserved in the 'SWAGAT' database and a separate log is maintained for each case.
Owing to the innovative use of technology that injects in accountability in the government machinery, the International institutions such as the Commonwealth Telecom Organization and University of Manchester have considered SWAGAT as an excellent model of e-transparency.
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