Standard Operating Procedure for CM IT Grievances Cell Activities

(Part - Responsibilities)

 Responsibilities of CM Windows at DC Offices

 DCs will ensure that two Data Entry Operators are exclusively designated to
operate the CM Window to be created at District level e-Disha Centre from DITS
funds. Staff will send the physical copy of the grievances received by post to
marked office/ Department as the case may be after the marking done by
Superintendent CM Grievances Cell at CM IT Grievances Cell.
 All DCs will ensure the provision for that two desktop machines with Scanning
and Printing facilities at the CM Window created at each DC Office.
 Funds for these activities will be used from the DITS.
 A, Sign Board, sample of which is placed in Annexure-III will be placed in front of
CM Window.
 Each grievance received by CM Window at e-Disha Centre in physical form or via
post will be registered, scanned and will be uploaded by the staff posted at CM
Window in the online portal. The grievances received during tour of Hon’ble CM in
their district, will also be fed in this system. In case mobile number/email is not
given in letter received through post, then acknowledgment letter will be sent to
the citizen.
 CTM will be nominated as district Nodal officer for CM Grievances.
 Responsibilities of Line Departments
 The concerned department will take administrative responsibility of all
grievances addressed to it on grievances website and will ensure that every
grievance which is received through post is also uploaded on the website.
 The concerned departments shall take direct responsibility for management of
the grievances related to them on the website.
 It is mandatory for each department to appoint departmental nodal officer by
5th of December, 2014. The Departments already have been provided the
user-ids and passwords. For the requirement of new user-id and password,
Departmental nodal officers should contact Sh. Ganesh Dutt, Technical
Director, NIC, Haryana on his email id bajaj.gd@nic.in to receive user-id and
password. NIC may also be contacted on phone No. 0172-2741950 for
training related requirements.
  The departments already having their own redressal system, shall continue to
work on their system along with grievances website. Once this Grievances
redressal system is streamlined, the only system to be followed by
departments for this purpose shall be grievances website in due course.
 The designated departmental nodal officer would update /create the hierarchy
of his/her department in the grievances website and would create user IDs for
all officers in the hierarchy.
 Every grievance has to be categorized for better monitoring of grievance. The
departmental nodal officers are required to define categories in consultation
with their HOD so that the grievances are entered in proper categories in the
system.
 The Departmental nodal officer will also indicate the Escalation level, which
will indicate to which departmental officer, a particular grievance is escalated,
if not addressed within a given time frame.
 Departmental Nodal officer would review daily the status of Grievances
related to his/her office and forward them to Sub ordinate
organizations/officers, if required.
 The final reply of Grievance would require final approval from the appropriate
authority of the concerned organization before uploading the contents on the
grievances website and final disposal. The departmental nodal officer would
provide training to its subordinate officials involved in the operations of
grievances website at department/district level. He may contact NIC officials to
assist in providing training on grievances website in the field offices at District
Centers or Haryana Civil Secretariat as the case may be.
 The Departmental Nodal Officers shall ensure that every subordinate office/
grievances website user has a Computer with Internet Connection to handle
the grievances.
 Responsibilities of the Nodal officers at each field office
 Every Nodal Officer would be provided a user ID/password for grievances
website by the Departmental nodal officer. To get a user Id for new users or
for forgotten User Id/password, nodal officer should contact Departmental
Nodal Officer only.
 Before starting to use grievances website, every user should go through the
User Manual carefully.
 Nodal officer should ensure that every user has attended the training and
practice session. Field level offices may take help/training from NIC District
offices.
 All users must change their initial password after first use.
 All users should regularly check their account on grievances website and take
appropriate action on the grievances received in their account.
 Each grievance received by respective office in physical form through post will
also be scanned and uploaded by user posted at Office in the online website.
 Each office’s nodal officer will ensure that the email and mobile numbers are
kept updated on each change of nodal officer in the office. No request for
deletion of mobile/ email address will entertained until unless a substitute
mobile/ email address is provided by the office.