MSME Sathi- Grievance Redressal System For Businesses

MSME Sathi Platform, an aid to face the growing challenges of COVID-19 in MSMEs.

Due to the Covid-19 pandemic, adverse conditions have arisen for industrial units related to micro, small and medium enterprises. Uttar Pradesh’s government is committed to addressing the challenges these industrial units were facing during the lockdown time and after the lockdown is over. Under consideration of this, Uttar Pradesh Micro, Small, and Medium Enterprises and Export Promotion Department have introduced the MSME Sathi Platform. By using the web and mobile-based platform, the entrepreneurs can connect to the government and communicate their problems and suggestions to the relevant authorities related to operations and other activities of their industrial units. The goal of this platform is to assist Uttar Pradesh businessmen, encourage state-owned industrialization, and smooth functioning of the businesses

Given the variety and uniqueness of complaints and suggestions that could come out of a large number of MSMEs in the state and especially in the time of the pandemic, it is a huge challenge to develop a simplified mechanism of accepting complaints and suggestions, routing them to their concerned departments and resolving them in the most meaningful form. To make the platform accessible to everyone it is necessary to design a very simplified process for sign-in as it is aiming to cater to MSMEs in Uttar Pradesh and users from different departments of government.

The development of the MSME Sathi platform entails the fact that the usage of information technology has not just facilitated the complaints registration process but also filled the loopholes of the previous traditional method of complaint registration and seeking resolutions. This is a one-stop solution to address all kinds of complaints and issues related to MSMEs in Uttar Pradesh.

MSME Sathi platform is a web and mobile-based solution. The users can give suggestions and lodge complaints by providing minimal business information and issue details. The issue is routed to the concerned department which gets highlighted on the dashboard of the department. The department has to resolve the issue and reply back to the complainant in a time-bound manner with valid proof of resolution. The complainant can check the status of the issue using the credentials. MSME and Export departments can view different kinds of reports using their credentials e.g. departments-wise and category-wise issue received issues, pending issues, resolved issues. All the users get notifications for every activity related to them through SMS, emails as well.

During the pandemic, the portal helped thousands of businesses in connecting with the government and communicating their issues in order to keep business units running.

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