Uttar Pradesh Chief Minister Helpline is an effort to hear citizen’s grievances at their doorstep with a “Single toll-free Contact Number - 1076” for identified public services rendered by Government of Uttar Pradesh and its entities & effectively redress them in a time bound manner with an objective of improving and monitoring quality of redressal provided on the registered grievances. This thought was realized by mapping all the important departments & corporations in CM Helpline process and establishing one of the largest Call Centre facilities in Gomti Nagar, Lucknow with the capability of handling both incoming and outgoing calls. UP CM Helpline is operational with the capacity of 500 seats round the clock from 13th Feb 18’ onwards and formally inaugurated on 4 July 2019 by Hon’ble Chief Minister of Uttar Pradesh, Shri Yogi Adityanath ji.

Citizens can reach out CM Helpline by dialling toll-free number – 1076 and register their references through Helpline Call Centre Executives (CCEs) on Integrated Grievance Redressal System (IGRS), also known as Jansunwai, in the form of Complaints or Demands or Suggestions. These CM Helpline references are routed within IGRS to the concerned officials of respective departments. Post redressal of the complaint by concerned official, an outbound feedback call is made to the complainant for feedback and depending on it, the complaint is closed or escalated to next level official as per the departmental escalation matrix.

For a state like Uttar Pradesh which has a moderate literacy rate, CM Helpline has bridged the gap between State Government & common citizens by providing direct and simplified access to the state’s Integrated Grievance Redressal System which enables citizen reach to the Government from his/ her home without incurring any financial or time cost of physically visiting a government office.Citizen’s voice directly echoes to the official of concerned department of respective district/ area who is responsible to provide redressal in a pre-defined timeline and hence reduced the redressal turnaround time (TAT). Complainant is kept informed on the Action Taken on his complaint through outbound feedback calls and inbound follow-up calls. This gives the complainant a sense of being connected with the government.

UP CM Helpline emerged as a powerful tool for 3600 coverage to public grievance across the State and stretch the reach of higher authorities of departments to the last employee deployed on the ground. Analysis of complaint redressal quality, enables senior officials to identify the pain point, perform root cause analysis and subsequently take necessary actions for improvement.

UP CM Helpline operations are not limited to the grievance registration but also provide citizens easy and quick access of information pertaining to State Government related schemes for potential beneficiaries with proper guidance of scheme eligibility / registration and benefits. CM Helpline operations also include call forwarding mechanism to emergency helplines like 112, 102, 108 and 1912. This has enabled the Helpline to address emergency and electricity related calls.

Uttar Pradesh CM Helpline’s popularity among citizens can easily be judged by eyeing the huge figures of about54 Lakh registered complaints, demands and suggestions post implementation of CM Helpline from 13th Feb 18’ onwards, with more than 97% closed status till date. On the other hand, it also provided direct employment to more than 1,000 skilled youth of the state.

Covid-19 pandemic crisis is a huge challenge across the nation. Uttar Pradesh is the most populated state of India with the population of about 23 billion citizens. This was a huge challenge for the State Government to create an effective and immediate mechanism to limit the spread of infection among the citizens specially in the rural & sub-urban localities. To limit the number of Covid cases in Uttar Pradesh, State Government had planned number of processes by adding the Government local machineries like Pradhans, Parshads, Secretaries, ASHA workers and ANM workers to gather the information of infected people including migrants and immigrants. Also, lockdown has impacted the life of citizens in many ways. Unavailability of essential items, food, sanitization issue, financial instability and health related issues were the priority factors for Government to address and resolve effectively.

UP CM Helpline took a step forward and played a vital role by making necessary changes in their operations to meet requirements of state Government for citizen centric quick response system and responded more than 45 Lakh calls with registration of around 6.41 Lakh complaints from 23rd March 20’ to till date. These references direct to the district control rooms for quick redressal to suppress the panic among citizens. UP CM Helpline also conducting outbound calls to identified Government local machineries on daily basis to gather the information as per the requirement. Apart from it, outbound calls to Home/Hospital Isolation patients and Aarogya Setu users are also in process for collection of their health-related updates. The Call Centre has also taken all the necessary steps for the safety of its employees as per the directions and protocols of Health ministry, Government of Uttar Pradesh.

Health Department of Uttar Pradesh started Covid Helpline to address health related issue but, in the view of breach in Covid Helpline call handling capacity, Covid related calls were also diverted to and successfully handled by CM Helpline. Over 6 Lakh calls were picked by CM Helpline related to Covid.

UP CM Helpline played a key role for students stuck in Kota, Rajasthan and requested to get back to their respective homes. A special campaign was designed for Kota students and worked with State Government for their migration process related communication starting from collection of their details till reaching to their respective homes and calling them on daily basis to monitor their health and updating the officials till completion of their home quarantine period as per health protocols.

Labour migrants was also a big challenge for UP Government during Lockdown period. steps to minimize the movement of labour and developed CM Helpline as a tool to collect the migrants’ data, making health related calls and monitored the shelter homes for the facilities. CM Helpline has also worked for migrants, by mapping their respective skills and collecting data for state Government to provide them employment within the UP state.