State Government is making constant efforts to redress problems of remote areas of the State. Public hearing is held on a fixed day during every week right from State upto sub-division level to solve people’s problems. Problems are also being solved through “Samadhan Online”. Now, on Chief Minister Shivraj Singh Chouhan’s initiative, a novel public-friendly service “CM Helpline” has been introduced.
Through it, 5,000 to 10,000 calls area being received and forwarded to concerning departments daily. Not only this, but callers are also being informed about action taken status. The helpline has arrangements to receive over 100 calls simultaneously.
Chief Minister Shivraj Singh Chouhan will inaugurate CM Helpline at 3 pm on Thursday. Public Service Management and Information Technology Minister Bhupendra Singh will also be present on the occasion.
Any person can register his complaint from 7 am to 11 pm on toll-free number 181 of the helpline launched with theme “Jan Hetu, Jan Setu”.
People from all places in the State from city to remote village can register complaint against any department. Information about State Government’s public welfare schemes and programmes is also provided through it. This service is in place as pilot project since January 2014. It is being implemented regularly now following success of pilot project and feedback received from people.
It is being run through a private professional agency. About 230 graduate youths are working in CM Helpline. The complainant is given a number after registration of his complaint on the helpline. If solution to problem is not possible at the first level of officers, the complaint is automatically transferred to higher level. Concerning complainant is informed through closure call. Complaint is registered in Hindi.
Four levels are prescribed for redressal of complaint/problem in the helpline from State-level to SDO level. Not only problems/complaints are redressed, the helpline also gives information about Government’s public welfare schemes. Calls of common people to operator of 181 are recorded on interactive voice response (IVR) in which caller’s name, address etc are registered and a unique number of caller is generated.
