CM HELPLINE - Indore Manual_CM Helpline_v3.0.pdf · User Manual – CM Helpline Government of Madhya Pradesh Page 4 be recorded under the account of that specific department. A department

CM HELPLINE

USER MANAUL

Government of Madhya Pradesh

User Manual – CM Helpline

Government of Madhya Pradesh Page 2

Table of Contents 1. Introduction .................................................................................................................................... 3

2. Process of Registering a Complaint ................................................................................................. 3

3. Process of Disposal of a Case by Officer ......................................................................................... 4

4. Various States of a Complaint/Case ................................................................................................ 5

5. Review & Monitoring ...................................................................................................................... 6

6. CM Helpline Portal Walkthrough .................................................................................................... 7

6.1. Accessing the CM Helpline Portal ........................................................................................... 7

6.2. Home Page .............................................................................................................................. 7

6.2.1. Schemes .......................................................................................................................... 8

6.2.2. Grievance Status ............................................................................................................. 9

6.2.3. FAQ ................................................................................................................................ 10

6.2.4. Total calls received ........................................................................................................ 11

6.2.5. Home, Hindi, English, Contact & Sitemap ..................................................................... 11

6.3. Login to your user account ................................................................................................... 13

6.4. When Logging in for the first time ........................................................................................ 14

6.5. To view the pending complaints ........................................................................................... 16

6.6. For Disposal of the Complaint ............................................................................................... 17

6.7. To view the status of a complaint ......................................................................................... 19

6.8. To view the overall summary of the complaints .................................................................. 21

6.8.1. MIS Reports ................................................................................................................... 21

6.9. Escalations ............................................................................................................................. 23

6.10. Force Closed Complaints ................................................................................................... 24

6.11. Logout ............................................................................................................................... 24

7. Important Contacts ....................................................................................................................... 25



1. Introduction

Government of Madhya Pradesh (GoMP) has taken a breakthrough initiative to address

public grievances. For grievance redressal, GoMP is operating an official Citizen

Facilitation Center called CM Helpline. Its main objective is to establish a single window for

providing information and receiving all kinds of complaints from the citizens of the state.

Through CM Helpline citizens can call and seek information or register any complaint

/problem that they are facing, related to public services rendered by the State

Government and its entities. CM Helpline is a vital tool, for providing services to the citizens

and is helping the Government of Madhya Pradesh to improve Citizen Services and increase

transparency.

CM Helpline is operated through a Call Centre based at Bhopal. The Call Centre handles

incoming and/or outgoing telephone calls; from /to the citizens and concerned

officials responsible to deliver solutions for various services identified by the

Government of Madhya Pradesh. Call Centre is functional on all days from 7:00 am to

11:00 pm. Citizens can dial Helpline no. 181 and register their problems / complaints /

suggestions or seek information. Calls are also accepted from people outside Madhya

Pradesh, if their complaint is related to Madhya Pradesh Government. Call center accept

complaints and provides information related to various services of all the department of

Madhya Pradesh government.

2. Process of Registering a Complaint

When a citizen calls on Helpline no. 181, the call will be forwarded to an operator through

IVR (Interactive Voice Recorder). If the caller is calling for the first time, then the agent will

capture the primary information about the caller like name, address, etc., and then the

agent will cater to the caller’s request. After that whenever agent receives a call from the

same number, the subscriber’s relevant information will be displayed on the agent’s

computer screen, without having to ask the caller for identifying information every time

he/she calls. A unique number is generated for every complaint received. Call Centre

related database is created & maintained including all interactions with the caller, for future

reference. Every call is logged, to monitor the quality of customer interaction.

The calls received at Call Centre are either to seek information regarding some Government

scheme / service or it is for registering a complaint. So if the caller asks for information

regarding any government scheme/ programme / process then the operator, after entering

the primary information of the caller, provides the necessary information. But if the caller

wants to register a complaint or give a suggestion or has a demand/request then that would



be recorded under the account of that specific department. A department wise and district-

wise segregation is done for all the complaints/ demands/ suggestions received in a day and

it is uploaded on the portal at the end of the day. These complaints which are uploaded on

the portal will be available and can be examined by the following officers:

Additional Chief Secretary / Principal Secretary / Secretary

Department Head

District Collector

Concerning Head of Departments of the Districts

Cases where the citizen does not want to reveal his/her identity; such cases will be

uploaded in a separate folder and it can be viewed only by the Additional Chief Secretary /

Principal Secretary / Secretary of the concerning department and the district collector. It will

be accountability of the concerning officers to maintain the privacy.

In case of corruption related complaints, operator asks following questions from the caller:

The complaint is related to which department

Which officer has asked for money (bribe)

How much money is being demanded

Why money has been demanded

Do you want us to resolve your problem regarding that service or do you want that action should be taken against that officer

Can you prove that you have been demanded for money

Are you willing to give a statement at any level

3. Process of Disposal of a Case by Officer

Every officer is provided with a Login ID and Password through which he/she can logon to

the portal and view the complaints/ demands/ suggestions pending against his/her name.

Every complaints/ demands/ suggestions registered in the portal goes to the concerned

officer, who will be referred as “Level 1 Officer”. Officers also get a call from the call centre

and a SMS alert for every pending complaint in their account. The operator mentions the

complaint nos. to the officer and requests him/her for its timely disposal. Depending on the

severity / importance / urgency of a case the Level 1 Officer reviews and disposes the case

at the earliest. Level one officer has maximum 7 days’ time to dispose the case.

To respond to the complaints/ demands/ suggestions the Level 1 Officer can either call the

18002330183 number from his/her registered mobile number or he/she can do it through

the portal, using the same login credentials. In the portal they will be able to see all the

pending complaints in their account. They can select the complaint and provide description



about the actions taken and submit it back. The status of such a complaint will change to

“Partially Close”. In case the Level 1 Officer does not respond to the complaint within 7 days

then the case would be escalated to senior officer, referred as “Level 2 Officer”. All such

cases will reflect in the account of Level 2 Officer.

Level 2 Officer would be able to view all the cases which are escalated to him and the

reasons of escalation as well. Escalation can be in two scenarios. Either the Level 1 Officer

did not respond to the problem (in this case status of the complaint will be “Not

Responded”) or Citizen is not satisfied by the action taken or reply given by the Level 1

Officer (in this case status of the complaint will be “Work In Progress”). Level 2 Officer will

be able to view the history of the case. Level 2 Officer will also have 7 days for the disposal

of the case. Similar to level 1 officer, level 2 officer can either call the 18002330183 from

his/her registered mobile number to dispose the case or he/she can do it through the

portal. In case if the Level 2 officer also does not respond to the case in 7 days or if the

citizen is not satisfied by the actions taken or the reply given by the Level 2 Officer then the

case will be escalated to the next senior officer, referred as “Level 3 Officer”.

Level 3 Officer will also be able to view the entire history of the case. Level 3 officer will also

have 7 days for the disposal of the case. But Level 3 officer also have a special privilege to

“Force Close” a case. Cases where Level 3 officer believes that the actions taken by the Level

1 and Level 2 officers are justified, then he/she can force close such a case. Level 4 officer,

who is the senior most officer, will be able to view all the “Forced closed” cases in his

account. All such cases where Level 1, Level 2 and Level 3 officers have not responded

within time limit or the citizen is not satisfied by the actions taken by them, will also come

to Level 4 officer for action. Level 4 Officer will also have maximum 7 days to take necessary

action on the case.

If the officer believes that the complaint/ demand/ suggestion does not concern to his

department, then he/she should immediately provide the clarification on the portal or by

calling 18002330183, so that it could be forwarded to appropriate department.

After disposal of the case (i.e. after receiving solution / explanation) from each officer, the

operator will call the citizen and inform him about the proceedings. If the citizen is satisfied

by the reply provided/ actions taken, then the operator will update the status of the case as

“Closed” and close the case. But in case, the citizen is not satisfied then the case is escalated

to the next level, until it reaches Level 4 Officer or is forced closed by Level 3 Officer. Any

complaint that is once registered in the system is closed only after taking the consent of the

caller. Only when the Caller is satisfied, the status of the complaint is changed to “Close”.

4. Various States of a Complaint/Case



Calls landing at call center are likely to be for one of the following reasons:

For information regarding any Government Scheme

For general complaints/demands/suggestions

For complaints regarding corruption

For information regarding emergency services

For enquiring about the status of his/her complaint

Once registered in the portal every complaint will have a unique number. And as it

progresses, its status keeps changing, depending on the stage at which that complaint is.

Following are the various states, in which a complaint could be:

Sr.No States Description

1. Open As a complaint is registered in the portal

2. Partially Closed When Level 1 Officer responds to the complaint/case

3. Not Responded When a complaint/case is escalated to next level officer without being responded by the previous level officer.

4. Work in Progress When a complaint/case is escalated to next level officer because the Citizen is not satisfied by the reply provided or actions taken by the previous level officer

5. Force Closed When Level 3 officer forcefully closes a case considering that the actions taken by the Level 1 and Level 2 officers are justified.

6. Closed When caller is satisfied with the reply provided or actions taken by the officer and gives his consent to close the case.

5. Review & Monitoring

Before entering into system, each operator/agent in the call centre enters a valid user

ID, and password for authentication purpose. Once validated, the operator /agent is

granted access to only those functions permitted within the prescribed security

level. For any misapplication misuse, the account owner is held accountable. Every call that

is made to the call center is recorded for monitoring and quality purpose.

There are a few separate IDs with special privileges:

Sr.no Login ID Privileges

1. Chief Minister / Chief Secretary Will be able to view all the cases registered in the Portal against various Department/ Districts across Madhya Pradesh



2. Commissioner Will be able to view cases of all the Departments concerning his/her Division

3. Collector Will be able to view cases of all the Departments concerning his/her District

The above IDs will be able to view the complaints / demands / suggestions registered in the

portal. And also the actions taken or solutions provided by each officer. Various reports will

also be generated for monitoring purpose.

It is important that all officers update their current email ids and mobile numbers in the

portal using their login credentials. It should also be ensured that in case of transfer of an

officer, the information regarding the new officer should be immediately provided to CM

Helpline and updated in the portal.

6. CM Helpline Portal Walkthrough

6.1. Accessing the CM Helpline Portal

Open your web browser and enter the following URL in the address bar: http://cmhelpline.mp.gov.in/ (You may want to bookmark this site or add it to your favorites).

6.2. Home Page

Following page will be displayed as Home page (first page) of the website. It contains

various links which are explained as follows:

http://cmhelpline.mp.gov.in/



6.2.1. Schemes

Step1: Click on the Schemes button on the Home Page

Step2: After clicking on the Schemes Button, following page will be displayed. This page

contains two drop down lists. Kindly select the Name of the Scheme and the Name of the

Department from the drop down lists. It will provide you all information regarding that

scheme, including the eligibility criteria and the process required to avail that scheme. Click

on the Back Button of the browser to go back to the Home Page.



6.2.2. Grievance Status

Step1: Click on the Grievance Status button on the Home Page

Step2: After clicking on the Grievance Status Button, following page will be displayed. There

is a text box to enter the Complaint Number.

On entering the complaint number and clicking on the Search button (खोजें), all the details

and the status of that complaint is displayed. This feature is useful for citizens, to track the

status of their complaint. Click on the Back Button of the browser to go back to the Home

Page.



6.2.3. FAQ

Step1: Click on the FAQ button on the Home Page

Step2: After clicking on the FAQ button, following page will be displayed. It contains few

frequently asked questions and their answers.



6.2.4. Total calls received

It is a counter that provides you information about the total call received by the call centre

till that point of time.

6.2.5. Home, Hindi, English, Contact & Sitemap

All these links are present in the Top Menu. Home tab helps you to reach the Home page of

the website. Hindi tab changes the language to Hindi. English tab changes the language to

English.



Contact tab provides the contact details.

Sitemap gives the summary of all the links/pages of the website. It is useful for navigation.



6.3. Login to your user account

Step1: On the Home page click on the Officer Login

Step2: Enter your Username and Password in respective fields

Note – Please note that your password is last five digits of your registered mobile number

and User ID – as provided by CM Helpline



6.4. When Logging in for the first time

Step1: This is the first screen you will see after signing in. Click on Profile Change tab in the

left panel when logging in for the first time.

Step2: After clicking on Profile Change tab, following information will be displayed on the

screen.



Step3: Your name, designation, mobile no., user id and password are displayed on the

screen. You are requested to verify all your details. In case the data is wrong then you may

edit/change the information in the textbox and click on Save button. In case no change is

required then you may click on the button Return without saving (बिना सेव किये वापस जाएं). It

is recommended that you must change your password when you login for the first time,

using this option. Enter the new password in the textbox and click on Save button. Please

note that the User ID field is disabled/ static and cannot be changed.

After changing the password kindly use the new password to login next time.



6.5. To view the pending complaints

Pending complaints can be viewed at the first page itself, which is displayed after logging in.

Alternatively, it can also be viewed by clicking on the Dash Board button in the left panel.

You can select the number of complaints to be shown at a time on a page, by selecting the

no. of entries to be 10, 25, 50 or 100 in Show entries option



To view the complaints on the next page click Next button and to come back to the previous

page click Previous button.

6.6. For Disposal of the Complaint

Step1: Click on the icon against every complaint, under the Action head to view the details

and entire history of the complaint.



Step2: This page has two sections

Actions taken on the complaint (शििायत पर िी गयी िाययवाही ) Complaint Description ( शििायत िा वववरण )

Step3: In the first section i.e. Actions taken on the complaint (शििायत पर िी गयी िाययवाही) write in the textbox about the actions taken in order to resolve the problem of the caller or

the reasons for rejecting the complaint. And accordingly change the status of the complaint.

The complaint can be in following four states.



Step4: Following inference can be derived from the state of the complaint:

State Description

Work in Progress Choose this option if you have responded to the complaint and but it would take some more time to resolve the issue

Accepted – Partially Closed Choose this option if you have accepted the complaint and taken action to resolve the issue.

Rejected – Partially Closed Choose this option if you have rejected the complaint for some valid reasons.

Complaint of Different Department

Choose this option if the complaint concerns with some other Department

Step5: After entering the details click on Update button (िाययवाही अपडटे िरें) to save and

update the status of the complaint. Click on the Back button (वापस जाव)े to go back. Complaint Description (शििायत िा वववरण) provides entire details and history of the

complaint. All actions taken on the complaint, till that point of time are listed in this section.

6.7. To view the status of a complaint

Step1: Click on link Status of Complaint (शििायत िी स्ततथी)



Step2: Following screen will be displayed. Every complaint has a unique number. Enter

Complaint Number and click on Search button (खोजें).

Step3: All the details and history of that complaint will be displayed.



6.8. To view the overall summary of the complaints

Click on the link MIS Report in the left panel. It will give you the complete details of all the

registered, pending and closed complaints.

6.8.1. MIS Reports

There are certain IDs created with special privileges for monitoring purpose.

To view these MIS Reports:

Step1: Login to your account as directed in point 6.3



Step2: Click on the MIS Reports link in the left panel (as shown in above screenshot)

Step3: Following page will be displayed. There are two drop down boxes to select district

and department. A Clear button (ररक्त िरें) is provided to clear the selected data. And third

drop down box is to select the state of the complaint.

Step4: Following privileges has been granted to these ids:

Sr.no Login ID Privileges Action Required

1. Chief Minister / Chief Secretary

Will be able to view all the cases registered in the Portal against various Department/ Districts across Madhya Pradesh.

User can select any District (स्जला) and any Department (ववभाग) from

the drop down box. Then select the state of the complaint (स्ततथी) and click on View Report button

(ररपोटय देखें). Using these ID, details

of any district/department can be viewed and reports can be generated.

2. Commissioner Will be able to view cases of the concerning Department in his/her Division.

User can select District (स्जला) of his/her division and concerning

Department (ववभाग) from the

drop down box. Then select the state of the complaint (स्ततथी) and



click on View Report button (ररपोटय देखें).

3. Collector Will be able to view cases of all the Departments concerning his/her District

District field would be pre-selected. Data of only concerning district will be displayed. User can select any department of his/her district from the Department

(ववभाग) drop down box. Then

select the state of the complaint (स्ततथी) and click on View Report

button (ररपोटय देखें).

Step5: Reports will be generated as shown below. These reports can be exported to excel by

clicking on the button Export in Excel (एक्सेल मे एक्सपोटय िरें). To return to the previous page

click on Back button (वापस).

6.9. Escalations

Following are the Service Levels defined for all officers:

Officers Service Levels

Level 1 Officer 7 Days






As the time limit of an officer exceed and the complaint is still open, then it is escalated to

next level officer. Next level officer will be able to view the complaints escalated to him with

the reason for escalation, in his/her account. All such cases where Level 1, Level 2 and Level

3 officers have not responded within time limit or the citizen is not satisfied by the actions

taken by them, will also come to Level 4 officer for action.

6.10. Force Closed Complaints

Level 3 Officer has a special privilege to “Force Close” a complaint. Cases where Level 3

officer believes that the actions taken by the Level 1 and Level 2 officers are justified, then

he/she can “Force Close” such a case. Level 4 officer, who is the senior most office, will be

able to view all the “Forced closed” cases in his account.

Step1: To force close a complaint, login to your account.

Step2: Select a complaint from the “Pending Complaints” list by clicking on the Action icon

Step4: Provide necessary explanation in the textbox provided (िाययवाही)

Step3: Select the checkbox in front of the Force Close button (शििायत िो िदं िरें)

Step4: Click on Update button (िाययवाही अपडटे िरें) to save and update the status of the complaint

6.11. Logout

To logout from the session click on the Log off button (लॉग ऑफ िरें) in the Left panel. This

will bring you back to the Home Page.



7. Important Contacts In case of any technical assistance/ queries/ suggestions please contact following numbers:

Name: Mr. Shashank Jain

Designation: Manager Operations

Contact No.: +91 9893049952

Name: Mr. Ravish

Designation: Project Coordinator

Contact No.: +91 8461000437

Documents

CM HELPLINE - Indore Manual_CM Helpline_v3.0.pdf · User Manual – CM Helpline Government of Madhya Pradesh Page 4 be recorded under the account of that specific department. A department