Chief Secretary Dr. Shrikant Baldi presided over the review meeting of Mukhyamantri Seva Sankalp Helpline with all concerned departments here today. He directed all the departments to ensure efficient implementation of the helpline. He said that policy reforms and amendments may be made to mitigate the grievances if needed. Action would be taken on the pendency in the departments in future.
Dr. Shrikant Baldi while reviewing various aspects of the functioning of the helpline said that Mukhyamantri Seva Sankalp Helpline has been launched to create a centralized grievance system to register grievances/suggestions or seek information and provide feedback. It is single platform for registering complaints received through multiple channels and also offers bottom-top approach resulting in quicker response.
He said that total 63 departments were included and 63805 calls were received from 16th September to 15th October, 2019. As many as 17065 complaints and 3221 demands and suggestions were received out of which 60 percent have been addressed. PWD has received maximum numbers of complaints followed by Rural Development and Panchayati Raj, IPH and Revenue department etc. In terms of quality of resolution, IT ranked first followed by Revenue, Food, Civil Supplies and Consumer Affairs, SC, ST OBC and Minority Affairs etc.
He congratulated IT department for the implementation of the helpline and appreciated all the departments for their active support and feedback. He said that this helpline was working as a platform to present actual working of departments among public. Although in some complaints, some time may be needed to resolve the issues pertaining to clearances and approvals. This helpline would address grievances of people of tribal areas who would save their valuable time and money to travel so far to the capital to resolve their problems.
It was informed in the meeting that new features were also being added to the helpline like new department dashboard for HoDs, DCs and Nodal officers, mobile app on android platform for officers, active nodal officers whatsapp group and introduction of officers helpdesk number 0177-2801200. Training for officers at different levels would be organised to enhance the efficiency of the helpline.
Complaints received, pending complaints at different levels, quality of resolution, review by HoDs, DCs and Nodal Officers, review of escalation matrix of major departments and identification of department for the complaint received were discussed in the meeting.
Principal Secretary to CM Sanjay Kundu, ACS Social Justice and Empowerment Nisha Singh, Principal Secretary IT J.C. Sharma, Principal Secretary Education K. K. Pant, Director IT Rohan Chand and other senior officers of various departments were also present on the occasion.
