New SOPs for CM Window prepared
Chandigarh, March 2
The state government has introduced new standard operating procedures (SOPs) to enhance the effectiveness of the CM Window system, which is aimed at resolving complaints and grievances registered on the portal.
In a written communication by the Adviser to the Chief Minister, Devender Singh, to all administrative secretaries and deputy commissioners, it was stated that the CM grievances portal had been integrated with an auto appeal system (AAS). All grievances pertaining to service deficiencies — as notified under the Haryana Right to Service Act, 2014 — would be promptly forwarded to the AAS. Subsequently, the grievance would begin to appear in the user account of the department’s nodal officer, who would then forward it to the designated officer of the AAS.
The grievance related to the deficiency of service is undertaken by the designated officer and after undertaking the same, if it is revealed that the citizen has not applied for the service through a proper channel, the nodal officer would then have to ensure that the designated officer calls the citizen and facilitate him to apply for the service through a proper channel within 30 days on the receipt of that grievance. Once the service is applied, the officer would upload an interim reply with the relevant details of the application.No officer or official is permitted to return a grievance to the CM Office or the AAS citing that the citizen has not applied for the service. As per the updated SOP, feedback recordings and remarks from the call centre would now be accessible to the Administrative Secretary .
