New SOP Prepared to Enhance Effectiveness of CM Window Program

New SOP Prepared to Enhance Effectiveness of CM Window Program

Chandigarh, March 1 – The Haryana government has formulated new Standard Operating Procedures (SOPs) aimed at boosting the effectiveness of the CM Window program, with the goal of ensuring prompt resolution of complaints and issues logged on the CM Window portal.

Chief Minister’s CM Window, as outlined by Advisor Mr. Devendra Singh, has been integrated with the Auto Appeal System (AAS), as per letters sent to all administrative secretaries and commissioners. Complaints related to deficiencies in notified services under the Haryana Right to Service Act, 2014 will be immediately forwarded to the Auto Appeal System. Subsequently, these complaints will be visible to the nodal officers of the department, who will then forward them to the designated officers under the AAS.

Under the RTI Act, if there is a deficiency in service, the nominated officer will be able to identify from the relevant complaints whether the citizen has applied for the service through the proper channel or not. At that time, the nodal officer must ensure that the nominated officer calls the citizen within 30 days of receiving the complaint and provides them with the facility to apply for the service through the proper channel. Once this service is implemented, the officer will upload an interim response with relevant details of the application. Subsequently, no officer or CM Office official will have the authority to retract a complaint through the Auto Appeal System.

According to the updated SOP, feedback, recordings, and comments from the call center will now be available to the administrative secretary and all officers before submitting the Action Taken Report (ATR). As the ATR uploaded by the complaining officer will immediately be sent to the call center apart from the senior officer. If there is a conflict between the department’s claim of resolution and the response received from the citizen via the call center, it will be understood that the desired resolution of the complaint has not been achieved. In such cases, clarification by the administrative secretary will be required to resend the complaint to the designated officer of the department. This change has also been incorporated into the portal. Therefore, to avoid such situations, officers and senior officers will now have to go through the citizen’s response before uploading their ATR.

The revised SOP also states that all complaints received through the CM Window portal must be categorized accordingly. This categorization will enable a structured approach to identifying complaints, addressing specific issues, and finding solutions. If there is a significant number of complaints related to a particular policy or plan, the department may need to modify that policy accordingly to reduce citizen complaints. Complaints under other categories should ideally be minimized or brought to a minimum, and administrative secretaries are now empowered to create their categories in their respective accounts.