To establish good Governance and to redress the grievances of the citizens, CM Helpline has been introduced since July-2014. As many as 22 lakh complaints have been redressed so far under this. CM Helpline 181 is a toll free number.
Around 30 to 40 thousand calls per day are being received on this. Moreover, there is an arrangement to receive more than 200 calls simultaneously under the CM Helpline.
Good Governance is one of the top priorities of the State Government. Immediate redressal of the people’s grievances not only brings transparency in the Government mechanism but creates accountable arrangements in the system.
CM Helpline is being managed by call center located at Bhopal.
Moreover, facility to call on CM Helpline is given from network of any telecom service company.
Arrangement to receive three types of calls ie information related to Government schemes, complaints and calls related to demands and suggestions has been made in the helpline.
Responsibility to manage and monitor CM Helpline is given to the Public Service Management Department. Right to allot complaints has been given to the District Public Service Managers now at district level to ensure immediate allotment of complaints.
Also arrangement of monthly departmental report-card in the form of dossier has been made now.
Departmental Officers posted in the districts have been imparted training in the form of Master Trainers for effective redressal of complaints received on CM Helpline.
Moreover, arrangements have been made to impart training to the block level officers of level 1 by the Master Trainers under the directives of District Collectors.