CM HELPLINE USER MANAUL Government of Madhya Pradesh
Table of Contents 1. Introduction... 3 2. Process of Registering a Complaint... 3 3. Process of Disposal of a Case by Officer... 4 4. Various States of a Complaint/Case... 5 5. Review & Monitoring... 6 6. CM Helpline Portal Walkthrough... 7 6.1. Accessing the CM Helpline Portal... 7 6.2. Home Page... 7 6.2.1. Schemes... 8 6.2.2. Grievance Status... 9 6.2.3. FAQ... 10 6.2.4. Total calls received... 11 6.2.5. Home, Hindi, English, Contact & Sitemap... 11 6.3. Login to your user account... 13 6.4. When Logging in for the first time... 14 6.5. To view the pending complaints... 16 6.6. For Disposal of the Complaint... 17 6.7. To view the status of a complaint... 19 6.8. To view the overall summary of the complaints... 21 6.8.1. MIS Reports... 21 6.9. Escalations... 23 6.10. Force Closed Complaints... 24 6.11. Logout... 24 7. Important Contacts... 25 Government of Madhya Pradesh Page 2
1. Introduction Government of Madhya Pradesh (GoMP) has taken a breakthrough initiative to address public grievances. For grievance redressal, GoMP is operating an official Citizen Facilitation Center called CM Helpline. Its main objective is to establish a single window for providing information and receiving all kinds of complaints from the citizens of the state. Through CM Helpline citizens can call and seek information or register any complaint /problem that they are facing, related to public services rendered by the State Government and its entities. CM Helpline is a vital tool, for providing services to the citizens and is helping the Government of Madhya Pradesh to improve Citizen Services and increase transparency. CM Helpline is operated through a Call Centre based at Bhopal. The Call Centre handles incoming and/or outgoing telephone calls; from /to the citizens and concerned officials responsible to deliver solutions for various services identified by the Government of Madhya Pradesh. Call Centre is functional on all days from 7:00 am to 11:00 pm. Citizens can dial Helpline no. 181 and register their problems / complaints / suggestions or seek information. Calls are also accepted from people outside Madhya Pradesh, if their complaint is related to Madhya Pradesh Government. Call center accept complaints and provides information related to various services of all the department of Madhya Pradesh government. 2. Process of Registering a Complaint When a citizen calls on Helpline no. 181, the call will be forwarded to an operator through IVR (Interactive Voice Recorder). If the caller is calling for the first time, then the agent will capture the primary information about the caller like name, address, etc., and then the agent will cater to the caller s request. After that whenever agent receives a call from the same number, the subscriber s relevant information will be displayed on the agent s computer screen, without having to ask the caller for identifying information every time he/she calls. A unique number is generated for every complaint received. Call Centre related database is created & maintained including all interactions with the caller, for future reference. Every call is logged, to monitor the quality of customer interaction. The calls received at Call Centre are either to seek information regarding some Government scheme / service or it is for registering a complaint. So if the caller asks for information regarding any government scheme/ programme / process then the operator, after entering the primary information of the caller, provides the necessary information. But if the caller wants to register a complaint or give a suggestion or has a demand/request then that would Government of Madhya Pradesh Page 3
be recorded under the account of that specific department. A department wise and districtwise segregation is done for all the complaints/ demands/ suggestions received in a day and it is uploaded on the portal at the end of the day. These complaints which are uploaded on the portal will be available and can be examined by the following officers: Additional Chief Secretary / Principal Secretary / Secretary Department Head District Collector Concerning Head of Departments of the Districts Cases where the citizen does not want to reveal his/her identity; such cases will be uploaded in a separate folder and it can be viewed only by the Additional Chief Secretary / Principal Secretary / Secretary of the concerning department and the district collector. It will be accountability of the concerning officers to maintain the privacy. In case of corruption related complaints, operator asks following questions from the caller: The complaint is related to which department Which officer has asked for money (bribe) How much money is being demanded Why money has been demanded Do you want us to resolve your problem regarding that service or do you want that action should be taken against that officer Can you prove that you have been demanded for money Are you willing to give a statement at any level 3. Process of Disposal of a Case by Officer Every officer is provided with a Login ID and Password through which he/she can logon to the portal and view the complaints/ demands/ suggestions pending against his/her name. Every complaints/ demands/ suggestions registered in the portal goes to the concerned officer, who will be referred as Level 1 Officer. Officers also get a call from the call centre and a SMS alert for every pending complaint in their account. The operator mentions the complaint nos. to the officer and requests him/her for its timely disposal. Depending on the severity / importance / urgency of a case the Level 1 Officer reviews and disposes the case at the earliest. Level one officer has maximum 7 days time to dispose the case. To respond to the complaints/ demands/ suggestions the Level 1 Officer can either call the 18002330183 number from his/her registered mobile number or he/she can do it through the portal, using the same login credentials. In the portal they will be able to see all the pending complaints in their account. They can select the complaint and provide description Government of Madhya Pradesh Page 4
about the actions taken and submit it back. The status of such a complaint will change to Partially Close. In case the Level 1 Officer does not respond to the complaint within 7 days then the case would be escalated to senior officer, referred as Level 2 Officer. All such cases will reflect in the account of Level 2 Officer. Level 2 Officer would be able to view all the cases which are escalated to him and the reasons of escalation as well. Escalation can be in two scenarios. Either the Level 1 Officer did not respond to the problem (in this case status of the complaint will be Not Responded ) or Citizen is not satisfied by the action taken or reply given by the Level 1 Officer (in this case status of the complaint will be Work In Progress ). Level 2 Officer will be able to view the history of the case. Level 2 Officer will also have 7 days for the disposal of the case. Similar to level 1 officer, level 2 officer can either call the 18002330183 from his/her registered mobile number to dispose the case or he/she can do it through the portal. In case if the Level 2 officer also does not respond to the case in 7 days or if the citizen is not satisfied by the actions taken or the reply given by the Level 2 Officer then the case will be escalated to the next senior officer, referred as Level 3 Officer. Level 3 Officer will also be able to view the entire history of the case. Level 3 officer will also have 7 days for the disposal of the case. But Level 3 officer also have a special privilege to Force Close a case. Cases where Level 3 officer believes that the actions taken by the Level 1 and Level 2 officers are justified, then he/she can force close such a case. Level 4 officer, who is the senior most officer, will be able to view all the Forced closed cases in his account. All such cases where Level 1, Level 2 and Level 3 officers have not responded within time limit or the citizen is not satisfied by the actions taken by them, will also come to Level 4 officer for action. Level 4 Officer will also have maximum 7 days to take necessary action on the case. If the officer believes that the complaint/ demand/ suggestion does not concern to his department, then he/she should immediately provide the clarification on the portal or by calling 18002330183, so that it could be forwarded to appropriate department. After disposal of the case (i.e. after receiving solution / explanation) from each officer, the operator will call the citizen and inform him about the proceedings. If the citizen is satisfied by the reply provided/ actions taken, then the operator will update the status of the case as Closed and close the case. But in case, the citizen is not satisfied then the case is escalated to the next level, until it reaches Level 4 Officer or is forced closed by Level 3 Officer. Any complaint that is once registered in the system is closed only after taking the consent of the caller. Only when the Caller is satisfied, the status of the complaint is changed to Close. 4. Various States of a Complaint/Case Government of Madhya Pradesh Page 5
Calls landing at call center are likely to be for one of the following reasons: For information regarding any Government Scheme For general complaints/demands/suggestions For complaints regarding corruption For information regarding emergency services For enquiring about the status of his/her complaint Once registered in the portal every complaint will have a unique number. And as it progresses, its status keeps changing, depending on the stage at which that complaint is. Following are the various states, in which a complaint could be: Sr.No States Description 1. Open As a complaint is registered in the portal 2. Partially Closed When Level 1 Officer responds to the complaint/case 3. Not Responded When a complaint/case is escalated to next level officer without being responded by the previous level officer. 4. Work in Progress When a complaint/case is escalated to next level officer because the Citizen is not satisfied by the reply provided or actions taken by the previous level officer 5. Force Closed When Level 3 officer forcefully closes a case considering that the actions taken by the Level 1 and Level 2 officers are justified. 6. Closed When caller is satisfied with the reply provided or actions taken by the officer and gives his consent to close the case. 5. Review & Monitoring Before entering into system, each operator/agent in the call centre enters a valid user ID, and password for authentication purpose. Once validated, the operator /agent is granted access to only those functions permitted within the prescribed security level. For any misapplication misuse, the account owner is held accountable. Every call that is made to the call center is recorded for monitoring and quality purpose. There are a few separate IDs with special privileges: Sr.no Login ID Privileges 1. Chief Minister / Chief Secretary Will be able to view all the cases registered in the Portal against various Department/ Districts across Madhya Pradesh Government of Madhya Pradesh Page 6
2. Commissioner Will be able to view cases of all the Departments concerning his/her Division 3. Collector Will be able to view cases of all the Departments concerning his/her District The above IDs will be able to view the complaints / demands / suggestions registered in the portal. And also the actions taken or solutions provided by each officer. Various reports will also be generated for monitoring purpose. It is important that all officers update their current email ids and mobile numbers in the portal using their login credentials. It should also be ensured that in case of transfer of an officer, the information regarding the new officer should be immediately provided to CM Helpline and updated in the portal. 6. CM Helpline Portal Walkthrough 6.1. Accessing the CM Helpline Portal Open your web browser and enter the following URL in the address bar: http://cmhelpline.mp.gov.in/ (You may want to bookmark this site or add it to your favorites). 6.2. Home Page Following page will be displayed as Home page (first page) of the website. It contains various links which are explained as follows: Government of Madhya Pradesh Page 7
6.2.1. Schemes Step1: Click on the Schemes button on the Home Page Step2: After clicking on the Schemes Button, following page will be displayed. This page contains two drop down lists. Kindly select the Name of the Scheme and the Name of the Department from the drop down lists. It will provide you all information regarding that scheme, including the eligibility criteria and the process required to avail that scheme. Click on the Back Button of the browser to go back to the Home Page. Government of Madhya Pradesh Page 8
6.2.2. Grievance Status Step1: Click on the Grievance Status button on the Home Page Step2: After clicking on the Grievance Status Button, following page will be displayed. There is a text box to enter the Complaint Number. On entering the complaint number and clicking on the Search button (ख ज ), all the details and the status of that complaint is displayed. This feature is useful for citizens, to track the status of their complaint. Click on the Back Button of the browser to go back to the Home Page. Government of Madhya Pradesh Page 9
6.2.3. FAQ Step1: Click on the FAQ button on the Home Page Step2: After clicking on the FAQ button, following page will be displayed. It contains few frequently asked questions and their answers. Government of Madhya Pradesh Page 10
6.2.4. Total calls received It is a counter that provides you information about the total call received by the call centre till that point of time. 6.2.5. Home, Hindi, English, Contact & Sitemap All these links are present in the Top Menu. Home tab helps you to reach the Home page of the website. Hindi tab changes the language to Hindi. English tab changes the language to English. Government of Madhya Pradesh Page 11
Contact tab provides the contact details. Sitemap gives the summary of all the links/pages of the website. It is useful for navigation. Government of Madhya Pradesh Page 12
6.3. Login to your user account Step1: On the Home page click on the Officer Login Step2: Enter your Username and Password in respective fields Note Please note that your password is last five digits of your registered mobile number and User ID as provided by CM Helpline Government of Madhya Pradesh Page 13
6.4. When Logging in for the first time Step1: This is the first screen you will see after signing in. Click on Profile Change tab in the left panel when logging in for the first time. Step2: After clicking on Profile Change tab, following information will be displayed on the screen. Government of Madhya Pradesh Page 14
Step3: Your name, designation, mobile no., user id and password are displayed on the screen. You are requested to verify all your details. In case the data is wrong then you may edit/change the information in the textbox and click on Save button. In case no change is required then you may click on the button Return without saving (ब न स व क य व पस ज ए ). It is recommended that you must change your password when you login for the first time, using this option. Enter the new password in the textbox and click on Save button. Please note that the User ID field is disabled/ static and cannot be changed. After changing the password kindly use the new password to login next time. Government of Madhya Pradesh Page 15
6.5. To view the pending complaints Pending complaints can be viewed at the first page itself, which is displayed after logging in. Alternatively, it can also be viewed by clicking on the Dash Board button in the left panel. You can select the number of complaints to be shown at a time on a page, by selecting the no. of entries to be 10, 25, 50 or 100 in Show entries option Government of Madhya Pradesh Page 16
To view the complaints on the next page click Next button and to come back to the previous page click Previous button. 6.6. For Disposal of the Complaint Step1: Click on the icon against every complaint, under the Action head to view the details and entire history of the complaint. Government of Madhya Pradesh Page 17
Step2: This page has two sections Actions taken on the complaint (श यत पर गय ययव ह ) Complaint Description ( श यत वववरण ) Step3: In the first section i.e. Actions taken on the complaint (श यत पर गय ययव ह ) write in the textbox about the actions taken in order to resolve the problem of the caller or the reasons for rejecting the complaint. And accordingly change the status of the complaint. The complaint can be in following four states. Government of Madhya Pradesh Page 18
Step4: Following inference can be derived from the state of the complaint: State Work in Progress Accepted Partially Closed Rejected Partially Closed Complaint of Different Department Description Choose this option if you have responded to the complaint and but it would take some more time to resolve the issue Choose this option if you have accepted the complaint and taken action to resolve the issue. Choose this option if you have rejected the complaint for some valid reasons. Choose this option if the complaint concerns with some other Department Step5: After entering the details click on Update button ( ययव ह अपड ट र ) to save and update the status of the complaint. Click on the Back button (व पस ज व ) to go back. Complaint Description (श यत वववरण) provides entire details and history of the complaint. All actions taken on the complaint, till that point of time are listed in this section. 6.7. To view the status of a complaint Step1: Click on link Status of Complaint (श यत स ततथ ) Government of Madhya Pradesh Page 19
Step2: Following screen will be displayed. Every complaint has a unique number. Enter Complaint Number and click on Search button (ख ज ). Step3: All the details and history of that complaint will be displayed. Government of Madhya Pradesh Page 20
6.8. To view the overall summary of the complaints Click on the link MIS Report in the left panel. It will give you the complete details of all the registered, pending and closed complaints. 6.8.1. MIS Reports There are certain IDs created with special privileges for monitoring purpose. To view these MIS Reports: Step1: Login to your account as directed in point 6.3 Government of Madhya Pradesh Page 21
Step2: Click on the MIS Reports link in the left panel (as shown in above screenshot) Step3: Following page will be displayed. There are two drop down boxes to select district and department. A Clear button (ररक त र ) is provided to clear the selected data. And third drop down box is to select the state of the complaint. Step4: Following privileges has been granted to these ids: Sr.no Login ID Privileges Action Required 1. Chief Minister / Chief Secretary Will be able to view all the cases registered in the Portal against various Department/ Districts across Madhya Pradesh. 2. Commissioner Will be able to view cases of the concerning Department in his/her Division. User can select any District (स जल ) and any Department (ववभ ग) from the drop down box. Then select the state of the complaint (स ततथ ) and click on View Report button (ररप टय द ख ). Using these ID, details of any district/department can be viewed and reports can be generated. User can select District (स जल ) of his/her division and concerning Department (ववभ ग) from the drop down box. Then select the state of the complaint (स ततथ ) and Government of Madhya Pradesh Page 22
3. Collector Will be able to view cases of all the Departments concerning his/her District click on View Report button (ररप टय द ख ). District field would be preselected. Data of only concerning district will be displayed. User can select any department of his/her district from the Department (ववभ ग) drop down box. Then select the state of the complaint (स ततथ ) and click on View Report button (ररप टय द ख ). Step5: Reports will be generated as shown below. These reports can be exported to excel by clicking on the button Export in Excel (एक स ल म एक सप टय र ). To return to the previous page click on Back button (व पस). 6.9. Escalations Following are the Service Levels defined for all officers: Officers Level 1 Officer Level 2 Officer Level 3 Officer Level 4 Officer Service Levels 7 Days 7 Days 7 Days 7 Days Government of Madhya Pradesh Page 23
As the time limit of an officer exceed and the complaint is still open, then it is escalated to next level officer. Next level officer will be able to view the complaints escalated to him with the reason for escalation, in his/her account. All such cases where Level 1, Level 2 and Level 3 officers have not responded within time limit or the citizen is not satisfied by the actions taken by them, will also come to Level 4 officer for action. 6.10. Force Closed Complaints Level 3 Officer has a special privilege to Force Close a complaint. Cases where Level 3 officer believes that the actions taken by the Level 1 and Level 2 officers are justified, then he/she can Force Close such a case. Level 4 officer, who is the senior most office, will be able to view all the Forced closed cases in his account. Step1: To force close a complaint, login to your account. Step2: Select a complaint from the Pending Complaints list by clicking on the Action icon Step4: Provide necessary explanation in the textbox provided ( ययव ह ) Step3: Select the checkbox in front of the Force Close button (श यत द र ) Step4: Click on Update button ( ययव ह अपड ट र ) to save and update the status of the complaint 6.11. Logout To logout from the session click on the Log off button (ल ग ऑफ र ) in the Left panel. This will bring you back to the Home Page. Government of Madhya Pradesh Page 24
7. Important Contacts In case of any technical assistance/ queries/ suggestions please contact following numbers: Name: Mr. Shashank Jain Designation: Manager Operations Contact No.: +91 9893049952 Name: Mr. Ravish Designation: Project Coordinator Contact No.: +91 8461000437 Government of Madhya Pradesh Page 25