After a series of reform, UP CM Yogi Adityanath has ordered the setting up of a “CM Helpline” which will connect people to a call centre manned by 500 people. In an attempt to strengthen public grievance redressal system, this helpline will directly be under the supervision of the CM’s office with the CM collecting feedbacks himself.
The staff will receive calls, note down details of the complaints and forward the matter to the department and officers concerned. “The progress on redressal of these complaints will be monitored by the CM’s office,” said a senior government official.
The IT department has been asked to start work on the directive and given a December deadline for the call centre to become functional. The idea was derived from a similar set up currently operational in Madhya Pradesh. “A team of officials from UP had visited MP to study the functioning of the helpline,” the official added. The department will further be creating websites having links to all departments so that call centre staff can register complaints through the portal. The state government will be sourcing personnel for the call centre through a consultancy firm that will also be given the responsibility of operating the call centre.
Presently, details of complaints received at any level in UP are being posted on the web portal of the Integrated Grievance Redressal System of the state government. People can directly lodge their complaints on this portal. “But requirement of a helpline was felt as many people cannot access the Internet. These people will be able to register complaints by dialling the CM’s helpline number,” the official said