DW BUREAU / Chandigarh

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.
(editor@dailyworld.in)