Punjab Newsline, Chandigarh, March 1 -
Haryana Government has introduced new Standard Operating Procedures (SOPs) to enhance the effectiveness of the CM Window programme, aimed at resolving complaints and grievances registered on the CM Window Portal.
In a written communication by the Advisor to the Chief Minister, CM Window, Sh Devender Singh to all Administrative Secretaries and Deputy Commissioners, it was stated that the CM grievances portal has been integrated with the Auto Appeal System (AAS). All grievances pertaining to service deficiencies, as notified under the Haryana Right to Service Act, 2014, will be promptly forwarded to the Auto Appeal System. Subsequently, the grievance will begin to appear in the user account of the department's nodal officer, who will then forward it to the designated officer of the AAS. A grievance relating to deficiency of service (which comes under RTS Act) which is undertaken by the designated officer and after undertaking the same, if it is revealed that citizen has not applied for service through proper channel, then nodal officer will have to ensure that the designated officer will call the citizen and facilitate him to apply for the service through proper channel within 30 days on receipt of that grievance. Once a service is applied, the officer will upload an interim reply with relevant details of application. No officer or official is permitted to return a grievance to the CM Office or the Auto Appeal System citing that the citizen has not applied for the service.
As per the updated SOP, feedback recordings and remarks from the “Call Centre” will now be accessible to the Administrative Secretary and all officials before submitting the Action Taken Report (ATR) to the CM office. This will be possible as the ATR uploaded by the officer who has undertaken the grievance will be immediately forwarded to Call Centre, apart from the immediate senior officer. In case, there is contradiction between the department's assertion of resolution and the citizen's feedback obtained by the "Call Centre" indicating that the desired resolution has not been achieved, the case needs to be remanded back by the Administrative Secretary to the designated official of the department for necessary clarification. This change has been incorporated in the portal as well. Hence, to avoid such a situation, each official in hierarchy is supposed to go through the citizen's feedback before sending any ATR to the senior officers.
The latest SOP also stipulates that henceforth, all grievances received through the CM Window Portal will have to be categorized accordingly. This classification will enable a systematic approach to addressing and resolving specific pain points identified in the grievances. This will also help to implement policy changes in the existing policy regime, if required. For instance, if a large number of grievances relating to particular policy/scheme are received, the department may have to amend that particular policy in such a way that the grievances of the citizen can be minimized. Grievances under the "Others" category should ideally be reduced to zero or bring them down to bare minimum and in order to achieve this, the Administrative Secretaries have now been empowered to create their own categories in their respective accounts.