1. GOVERNMENT OF UTTAR PRADESH
Department of IT and Electronics, Uttar Pradesh &
National Informatics Centre (NIC) ,
Uttar Pradesh

2. Introduction- CM Helpline
Jansunwai
CM Office References
Department References
Deputy CM References
DM/SSP Office References
Sampurna Samadhan References
Online References
New Channels
Arthik Madad References
CM Helpline References
Anti-Bhumafia References
Department of IT & Electronics,
Government of Uttar Pradesh

3. CM Helpline Basic Model and Workflow
Citizens
Call Center
IGRS
Integrated Grievance Redressal System (IGRS)
Toll Free Number
1076
500 seater Call Center
24 X 7 functional
Scalable upto 1000
Department of IT & Electronics,
Government of Uttar Pradesh

4. 500 seater Call Centre (Extendable to 1000)
About CM Helpline
24x 7 - Functional
7 AM TO 11 PM
(500 Seater in 02 Shifts)
11 PM TO 7 AM
(30-50 Seater)
Toll
free
Number
1076
Will be used by Citizens to register their grievances, seeking information, suggestion etc.
500 seater Call Centre (Extendable to 1000)
Address:
Cyber Tower, Opp. Indira Gandhi Pratishthan, Lucknow

5. About CM Helpline Registering the complaints Inbound
Outbound
Seeking feedback from the complainants
Department of IT & Electronics,
Government of Uttar Pradesh

6. Advantage of CM Helpline
Single point of contact for citizen of Uttar Pradesh for:
Grievance
Information
Demand
Suggestions 
Following shall not be Catered
Court related
Grievance against other State
Grievances of Government employees concerning their service matters
RTI Matters ×
Department of IT & Electronics,
Government of Uttar Pradesh

7. 1 2 3 4 5 Detailed Grievance Process (1/2) Type of Channel
CM office
Scanning and Data
Entry
At IGRS portal
All grievance will be stored in centralized IGRS system . Grievance will be routed on the basis of officer to whom it has been marked (on the basis of Attributes & level)
Pr. Secy./ DGP / HoD
May be marked to further lower level officer wherever ICT
Infrastructure
Is available
Citizen
Commissioner
Commissions/ Other Govt. Institutions
DM/SSP office
IG/DIG
Tehsil/Samadhan
Diwas DM
Media/Social media
SSP/ SP
VC Dev. Authorities
Online/Mobile/CSC
Groups
Data extraction
Commissioner
Munic. Corp.
MP /
MLA
Call Center
Registration at IGRS Portal by CCA
District/Tehsil/Block/Thana level officers
Sources
Type of Channel
Processing of data
Routing Grievance
Marking of Grievance 1 2 3 4 5
Department of IT & Electronics,
Government of Uttar Pradesh

8. Detailed Grievance Process(2/2) Submission of redressal
Officer who have marked grievance redressal will approve disposal on his satisfaction.
The approval will not be required if marking officer has not asked for
Complainant will be given option to rate the redressal of grievance on scale of 1 to 5.
Respective officer will take action on grievance.
Grievance cell /Sr. Officers will monitor the redressal of grievances using IGRS portal.
Redressal of grievance will be available on IGRS portal. Complainant can access redressal from any of the channels.
Action on Grievance
Submission of redressal
Publishing redressal
Taking feedback 6 7 8 9
Department of IT & Electronics,
Government of Uttar Pradesh

9. Complaint Redressal Level in Existing IGRS
Pr. Secy./ DGP / HoD
Commissioner
IG/DIG DM
SSP/ SP
VC Dev. Authorities
Commissioner
Munic. Corp.
District/Tehsil/Block/Thana level officers
Department of IT & Electronics,
Government of Uttar Pradesh

10. Department Officer at District Level
Levels in CM Helpline / Online
Department Officer at District Level
Block Level
Thana Level
Tehsil Level L1
Department of IT & Electronics,
Government of Uttar Pradesh

11. Department Officer at District Level
L1 Officers in CM Helpline / Online
Block Development Officer, Block Education Officer, PHC Doctor etc.
Block Level SO
Thana Level
SDM, Tehsildar, CO, etc.
Tehsil Level
Agriculture Officer, Entertainment Officer etc.
Department Officer at District Level
Department of IT & Electronics,
Government of Uttar Pradesh

12. Flow of complaints L1 L2 L3 L4 Department of IT & Electronics,
Government of Uttar Pradesh

13. (Complaint Registration and Assignment)
CM Helpline Model - Grievance Redressal Mechanism
Government Departments
IGRS
(Complaint Registration and Assignment)
L1 Officer
L2 Officer
L3 Officer
L4 Officer
The complaint shall be escalated to next level official if :
Not redressed within stipulated timeframe
Citizen is not satisfied with the redressal
Inbound
Partially Closed
Special Closed
Satisfactorily Closed Complaints
Department of IT & Electronics,
Government of Uttar Pradesh
Outbound

14. Resolved and Partially Closed
CM Helpline Model - Escalation to Next Level
The complaint shall be escalated to next level official if :
L3 Officer
If not resolved
Not redressed within stipulated timeframe
Complaint
L1 Officer
Citizen is not satisfied with the redressal
Resolved and Partially Closed
In case of negative feedback, complaint shall again assigned to L1 officer ONCE with Half the time allotted earlier
L1 shall required to contact the complainant and record the same in ATR
L2 Officer
Department of IT & Electronics,
Government of Uttar Pradesh

15. CM Helpline Model - Special Close
In case the complaint does not get resolved by L1 & L2 and found not relevant, then L3 and L4 official shall be able to ”Special close” the issue.
In such cases, feedback from complainant shall not be sought.
Complaint escalated from L2
L3 Officer
L4 Officer
Special Close
Special Close
Department of IT & Electronics,
Government of Uttar Pradesh

16. Sample L1 to L4 level officers (List to be attached)
क्र.सं.
विभाग
विवरण
स्तर - 1
स्तर - 2
स्तर - 3
स्तर - 4
Level 1
Level 2
Level 3
Level 4 1
राजस्व एवं आपदा विभाग
पद:
Tehsildar
SDM DM
Commissioner
निवारण समय:
7 – 15 days
7 Days 2
गृह एवं गोपन
SHO/SO CO
SSP / SP
DIG 3
ग्राम्‍य विकास विभाग
Project Director /BDO
Project Director
Executive Director
ACS/PS 4
चिकित्सा स्वास्थ्यएवं परिवार कल्याण
Prabhari Medical Officer
CMO
Additional Director
DG(FW) 5
पंचायती राज
ADO
DPRO
DIR(PR)
10 days
Department of IT & Electronics,
Government of Uttar Pradesh

17. Responsibilities of Officers (L1 – L4) upon receiving the complaints
Level 1
Complain received directly from Helpline
Receives SMS
Shall resolve the complaint within stipulated time frame
Shall contact citizen for proper redressal & citizen satisfaction
Shall ‘Partially Close’ the complaint with proper ATR in IGRS system
Level 2
Shall receive the complaint if:
L1 officer is not able to resolve in stipulated time frame
Citizen is dissatisfied with the redressal process as a result of feedback taken by Call centre
Shall supervise L1 Officer Performance
Level 3
L2 officer is not able to resolve in stipulated time frame
Citizen is dissatisfied with the redressal
Shall supervise L1, L2 Officer Performance
Shall be able to “Special Close” the complaint
May escalate to L4 for seeking approval in special cases
Level 4
L3 officer was not able to resolve in stipulated time frame
Will supervise L1, L2, L3 Officer Performance
Department of IT & Electronics,
Government of Uttar Pradesh

18. Roles & Responsibilities of DM’s / Nodal (ADM)
Creating awareness about CM Helpline 1076 (Tehsil diwas, Press briefing etc)
Monitor and report the number of complaints and their redressal in the districts
Supervise, Monitor and Review L1 officers in their district
Carry-out Root Cause Analysis for delayed redressal cases
Monitor ICT infrastructure availability at all the level officers
Monitor training being conducted by DIOs and attended by all the Level officers
Department of IT & Electronics,
Government of Uttar Pradesh

19. Roles & Responsibilities of Subject Matter Expert (SME)
SME’s are interface between IGRS and concerned Department
Train Call Center Executives to handle concerned department calls
Monitor concerned complaints registration and redressal
Will handle calls on complex issues. Counsel repetitive complainants
List new complaints registered in CMH and update it on IGRS
Will tell about
Will create SOP of the department
Department of IT & Electronics,
Government of Uttar Pradesh

20. Roles & Responsibilities
District Informatics Officer(NIC)
Login Administration including L1 and L2 Officers
Conduct Training Sessions at Commissioner’s/District Level
Regular updation of master databases with the help of District Administration
IGRS Nodal Officers
Monitoring of disposals at District level and to conduct Trainings.
To help DIO NIC in updation of Master Databases.
Any Other Support required by DIO NIC/CM helpline Team/IGRS Team
Department of IT & Electronics,
Government of Uttar Pradesh

21. IGRS – LOGIN PAGE
सम्बंधित अधिकारी/कर्मचारी उपलब्ध कराये गए User-Id/Password द्वारा IGRS प्रणाली में प्रवेश कर सकते है, प्रमुख सचिव,जिलाधिकारी/SSP आदि के Login-Id, IGRS cell द्वारा उपलब्ध कराये गए है शेष अधिकारियों के Login-Id/Password अपने जनपद के जिला सूचना विज्ञान अधिकारी से प्राप्त कर सकते है

22. IGRS – Monitoring Officer Dashboard
Department of IT & Electronics,
Government of Uttar Pradesh

23. IGRS – Officials Dashboard
Department of IT & Electronics,
Government of Uttar Pradesh

24. Department of IT & Electronics,
Government of Uttar Pradesh

25. Department of IT & Electronics,
Government of Uttar Pradesh

26. Thank You
Department of IT & Electronics,
Government of Uttar Pradesh