Context:

• The CM Window (Jan Samvad) Public Grievances Redressal and Monitoring System is a landmark initiative launched by the Haryana government.

Key Points:

• This flagship program aims to enhance citizen-government interaction and provide an efficient mechanism for addressing public grievances across all districts and departments in Haryana. By leveraging technology and streamlining processes, the CM Window system seeks to foster transparent and responsive governance.

Key features of the CM Window System

The CM Window system is designed with several key features that facilitate effective grievance redressal:

1. Seamless grievance registration: The system allows citizens to register complaints through multiple channels, ensuring accessibility for all. This multi-faceted approach caters to diverse preferences and technological capabilities among the populace.
    
2. Real-time tracking: Upon registering a complaint, citizens receive immediate SMS notifications containing a unique registration number. This feature empowers citizens to track the status of their grievances in real-time, enhancing transparency and accountability.
    
3. Comprehensive coverage: The CM Window system is applicable across all districts and government departments in Haryana, ensuring that no citizen is left unheard, regardless of their location or the nature of their complaint.

Grievance registration mechanisms

Citizens can register their grievances through various platforms, ensuring that the process is user-friendly and accessible:

• Offline registration points:
  • Deputy Commissioner's Office (DC Office)
  • Sub-Divisional Magistrate's Office (SDM Office)
  • Chief Minister's Residence
  • Haryana Secretariat, Sector-1, Chandigarh
• Online platforms:
  • CM Window Portal
  • CPGRAMS (Centralized Public Grievance Redress and Monitoring System)

This dual approach of offline and online registration caters to a wide demographic, including those who may not have easy access to digital platforms.

System Performance Metrics

The effectiveness of the CM Window system can be gauged through its performance metrics. As of the latest data, the system has received a total of 1,187,137 complaints, out of which 1,088,196 have been resolved. Notably, 326,802 complaints were resolved within the stipulated time frame, reflecting the system's efficiency and responsiveness.

Unique aspects of the system

The CM Window system incorporates several unique aspects that enhance its functionality:

• Technological integration: The system is accessible 24/7, with a dedicated mobile application that allows users to register complaints and track their status conveniently. Additionally, citizens receive SMS and email notifications regarding their complaints, ensuring they are kept informed throughout the process.
• Tracking mechanism: The complaint status tracking feature allows citizens to monitor the progress of their grievances, fostering a sense of involvement and trust in the system.