CM HELPLINE - Indore

1 CM HELPLINE . USER MANAUL. Government of Madhya Pradesh User Manual CM HELPLINE Table of Contents 1. Introduction .. 3. 2. Process of Registering a 3. 3. Process of Disposal of a Case by Officer .. 4. 4. Various States of a 5. 5. Review & Monitoring .. 6. 6. CM HELPLINE Portal Walkthrough .. 7. Accessing the CM HELPLINE Portal .. 7. Home Page .. 7. Schemes .. 8. Grievance Status .. 9. FAQ .. 10. Total calls received .. 11. Home, Hindi, English, Contact & Sitemap .. 11. Login to your user account .. 13. When Logging in for the first time .. 14. To view the pending complaints .. 16. For Disposal of the Complaint .. 17. To view the status of a complaint .. 19. To view the overall summary of the complaints.

2 21. MIS Reports .. 21. 23. Force Closed Complaints .. 24. Logout .. 24. 7. Important Contacts .. 25. Government of Madhya Pradesh Page 2. User Manual CM HELPLINE 1. Introduction Government of Madhya Pradesh (GoMP) has taken a breakthrough initiative to address public grievances. For grievance redressal, GoMP is operating an official Citizen Facilitation Center called CM HELPLINE . Its main objective is to establish a single window for providing information and receiving all kinds of complaints from the citizens of the state. Through CM HELPLINE citizens can call and seek information or register any complaint /problem that they are facing, related to public services rendered by the State Government and its entities.

3 CM HELPLINE is a vital tool, for providing services to the citizens and is helping the Government of Madhya Pradesh to improve Citizen Services and increase transparency. CM HELPLINE is operated through a Call Centre based at Bhopal. The Call Centre handles incoming and/or outgoing telephone calls; from /to the citizens and concerned officials responsible to deliver solutions for various services identified by the Government of Madhya Pradesh. Call Centre is functional on all days from 7:00 am to 11:00 pm. Citizens can dial HELPLINE no. 181 and register their problems / complaints /. suggestions or seek information. Calls are also accepted from people outside Madhya Pradesh, if their complaint is related to Madhya Pradesh Government.

4 Call center accept complaints and provides information related to various services of all the department of Madhya Pradesh government. 2. Process of Registering a Complaint When a citizen calls on HELPLINE no. 181, the call will be forwarded to an operator through IVR (Interactive Voice Recorder). If the caller is calling for the first time, then the agent will capture the primary information about the caller like name, address, etc., and then the agent will cater to the caller's request. After that whenever agent receives a call from the same number, the subscriber's relevant information will be displayed on the agent's computer screen, without having to ask the caller for identifying information every time he/she calls.

5 A unique number is generated for every complaint received. Call Centre related database is created & maintained including all interactions with the caller, for future reference. Every call is logged, to monitor the quality of customer interaction. The calls received at Call Centre are either to seek information regarding some Government scheme / service or it is for registering a complaint. So if the caller asks for information regarding any government scheme/ programme / process then the operator, after entering the primary information of the caller, provides the necessary information. But if the caller wants to register a complaint or give a suggestion or has a demand/request then that would Government of Madhya Pradesh Page 3.

6 User Manual CM HELPLINE be recorded under the account of that specific department. A department wise and district- wise segregation is done for all the complaints/ demands/ suggestions received in a day and it is uploaded on the portal at the end of the day. These complaints which are uploaded on the portal will be available and can be examined by the following officers: Additional Chief Secretary / Principal Secretary / Secretary Department Head District Collector Concerning Head of Departments of the Districts Cases where the citizen does not want to reveal his/her identity; such cases will be uploaded in a separate folder and it can be viewed only by the Additional Chief Secretary /.

7 Principal Secretary / Secretary of the concerning department and the district collector. It will be accountability of the concerning officers to maintain the privacy. In case of corruption related complaints, operator asks following questions from the caller: The complaint is related to which department Which officer has asked for money (bribe). How much money is being demanded Why money has been demanded Do you want us to resolve your problem regarding that service or do you want that action should be taken against that officer Can you prove that you have been demanded for money Are you willing to give a statement at any level 3. Process of Disposal of a Case by Officer Every officer is provided with a Login ID and Password through which he/she can logon to the portal and view the complaints/ demands/ suggestions pending against his/her name.

8 Every complaints/ demands/ suggestions registered in the portal goes to the concerned officer, who will be referred as Level 1 Officer . Officers also get a call from the call centre and a SMS alert for every pending complaint in their account. The operator mentions the complaint nos. to the officer and requests him/her for its timely disposal. Depending on the severity / importance / urgency of a case the Level 1 Officer reviews and disposes the case at the earliest. Level one officer has maximum 7 days' time to dispose the case. To respond to the complaints/ demands/ suggestions the Level 1 Officer can either call the 18002330183 number from his/her registered mobile number or he/she can do it through the portal, using the same login credentials.

9 In the portal they will be able to see all the pending complaints in their account. They can select the complaint and provide description Government of Madhya Pradesh Page 4. User Manual CM HELPLINE about the actions taken and submit it back. The status of such a complaint will change to Partially Close . In case the Level 1 Officer does not respond to the complaint within 7 days then the case would be escalated to senior officer, referred as Level 2 Officer . All such cases will reflect in the account of Level 2 Officer. Level 2 Officer would be able to view all the cases which are escalated to him and the reasons of escalation as well. Escalation can be in two scenarios.

10 Either the Level 1 Officer did not respond to the problem (in this case status of the complaint will be Not Responded ) or Citizen is not satisfied by the action taken or reply given by the Level 1. Officer (in this case status of the complaint will be Work In Progress ). Level 2 Officer will be able to view the history of the case. Level 2 Officer will also have 7 days for the disposal of the case. Similar to level 1 officer, level 2 officer can either call the 18002330183 from his/her registered mobile number to dispose the case or he/she can do it through the portal. In case if the Level 2 officer also does not respond to the case in 7 days or if the citizen is not satisfied by the actions taken or the reply given by the Level 2 Officer then the case will be escalated to the next senior officer, referred as Level 3 Officer.