GOVERNMENT OF UTTAR PRADESH Department of IT and Electronics- Uttar Pradesh & National Informatics Centre (NIC)

Introduction- CM Helpline Jansunwai CM Office References Department References Deputy CM References DM/SSP Office References Sampurna Samadhan References Online References New Channels Arthik Madad References CM Helpline References Anti-Bhumafia References

CM Helpline Basic Model and Workflow Citizens Call Center IGRS Integrated Grievance Redressal System (IGRS) Toll Free Number 1076 500 seater Call Center 24 X 7 functional Scalable upto 1000

500 seater Call Centre (Extendable to 1000) About CM Helpline 24x 7 - Functional 7 AM TO 11 PM (500 Seater in 02 Shifts) 11 PM TO 7 AM (30-50 Seater) Toll free Number 1076 Will be used by Citizens to register their grievances, seeking information, suggestion etc. 500 seater Call Centre (Extendable to 1000) Address: Cyber Tower, Opp. Indira Gandhi Pratishthan, Lucknow

About CM Helpline Registering the complaints Inbound Outbound Seeking feedback from the complainants

Advantage of CM Helpline Single point of contact for citizen of Uttar Pradesh for: Grievance Information Demand Suggestions  Following shall not be Catered Court related Grievance against other State Grievances of Government employees concerning their service matters RTI Matters ×

1 2 3 4 5 Detailed Grievance Process (1/2) Type of Channel CM office Scanning and Data Entry At IGRS portal All grievance will be stored in centralized IGRS system . Grievance will be routed on the basis of officer to whom it has been marked (on the basis of Attributes & level) Pr. Secy./ DGP / HoD May be marked to further lower level officer wherever ICT Infrastructure Is available Citizen Commissioner Commissions/ Other Govt. Institutions DM/SSP office IG/DIG Tehsil/Samadhan Diwas DM Media/Social media SSP/ SP Vice Chairman Dev. Authorities Online/Mobile/CSC Groups Data extraction Commissioner Munic. Corp. MP / MLA Call Center Registration at IGRS Portal by CCA District/Tehsil/Block/Thana level officers Sources Type of Channel Processing of data Routing Grievance Marking of Grievance 1 2 3 4 5

Detailed Grievance Process(2/2) Submission of redressal Officer who have marked grievance redressal will approve disposal on his satisfaction. The approval will not be required if marking officer has not asked for Complainant will be given option to rate the redressal of grievance on scale of 1 to 5. Respective officer will take action on grievance. Grievance cell /Sr. Officers will monitor the redressal of grievances using IGRS portal. Redressal of grievance will be available on IGRS portal. Complainant can access redressal from any of the channels. Action on Grievance Submission of redressal Publishing redressal Taking feedback 6 7 8 9

Complaint Redressal Level in Existing IGRS Pr. Secy./ DGP / HoD Commissioner IG/DIG DM SSP/ SP Vice Chairman Dev. Authorities Commissioner Munic. Corp. District/Tehsil/Block/Thana level officers

Department Officer at District Level Levels in CM Helpline / Online Department Officer at District Level Block Level Thana Level Tehsil Level L1

Department Officer at District Level L1 Officers in CM Helpline / Online Block Development Officer, Block Education Officer, PHC Doctor etc. Block Level SO Thana Level SDM, Tehsildar, CO, etc. Tehsil Level Agriculture Officer, Entertainment Officer etc. Department Officer at District Level

Flow of complaints L1 L2 L3 L4

(Complaint Registration and Assignment) CM Helpline Model - Grievance Redressal Mechanism Government Departments IGRS (Complaint Registration and Assignment) L1 Officer L2 Officer L3 Officer L4 Officer The complaint shall be escalated to next level official if : Not redressed within stipulated timeframe Citizen is not satisfied with the redressal Inbound Partially Closed Special Closed Satisfactorily Closed Complaints Outbound

Resolved and Partially Closed CM Helpline Model - Escalation to Next Level The complaint shall be escalated to next level official if : L3 Officer If not resolved Not redressed within stipulated timeframe Complaint L1 Officer Citizen is not satisfied with the redressal Resolved and Partially Closed In case of negative feedback, complaint shall again assigned to L1 officer ONCE with Half the time allotted earlier L1 shall required to contact the complainant and record the same in ATR L2 Officer

CM Helpline Model - Special Close In case the complaint does not get resolved by L1 & L2 and found not relevant, then L3 and L4 official shall be able to ”Special close” the issue. In such cases, feedback from complainant shall not be sought. Complaint escalated from L2 L3 Officer L4 Officer Special Close Special Close

Sample L1 to L4 level officers (List to be attached) क्र.सं. विभाग विवरण स्तर - 1 स्तर - 2 स्तर - 3 स्तर - 4 Level 1 Level 2 Level 3 Level 4 1 राजस्व एवं आपदा विभाग पद: Tehsildar SDM DM Commissioner निवारण समय: 7 – 15 days 7 Days 2 गृह एवं गोपन SHO/SO CO SSP / SP DIG 3 ग्राम्‍य विकास विभाग Project Director /BDO Project Director Executive Director ACS/PS 4 चिकित्सा स्वास्थ्यएवं परिवार कल्याण Prabhari Medical Officer CMO Additional Director DG(FW) 5 पंचायती राज ADO DPRO DIR(PR) 10 days

Responsibilities of Officers (L1 – L4) upon receiving the complaints Level 1 Complain received directly from Helpline Receives SMS Shall resolve the complaint within stipulated time frame Shall contact citizen for proper redressal & citizen satisfaction Shall ‘Partially Close’ the complaint with proper ATR in IGRS system Level 2 Shall receive the complaint if: L1 officer is not able to resolve in stipulated time frame Citizen is dissatisfied with the redressal process as a result of feedback taken by Call centre Shall supervise L1 Officer Performance Level 3 L2 officer is not able to resolve in stipulated time frame Citizen is dissatisfied with the redressal Shall supervise L1, L2 Officer Performance Shall be able to “Special Close” the complaint May escalate to L4 for seeking approval in special cases Level 4 L3 officer was not able to resolve in stipulated time frame Will supervise L1, L2, L3 Officer Performance

IGRS – LOGIN PAGE सम्बंधित अधिकारी/कर्मचारी उपलब्ध कराये गए User-Id/Password द्वारा IGRS प्रणाली में प्रवेश कर सकते है, प्रमुख सचिव,जिलाधिकारी/SSP आदि के Login-Id, IGRS cell द्वारा उपलब्ध कराये गए है शेष अधिकारियों के Login-Id/Password अपने जनपद के जिला सूचना विज्ञान अधिकारी से प्राप्त कर सकते है