Dehradun: In a recent review meeting of CM Helpline-1905, Uttarakhand Chief Minister Pushkar Singh Dhami instructed officials to launch a special campaign for the swift resolution of complaints pending for more than 30 days. The initiative aims to ensure timely, transparent, and satisfactory resolution of public grievances.
Focus on Pending Complaints
During the meeting, CM Dhami emphasized that no complaint should be forcibly closed without adequate action. He directed that officials at all levels, including district magistrates and department heads, are accountable if complaints are prematurely closed.
“Each complaint must be resolved ensuring the complete satisfaction of the complainant,” CM Dhami said, instructing officials to maintain direct communication and gather feedback from citizens.
Direct Interaction with Complainants
The CM personally interacted with several complainants to understand their issues. Some citizens expressed gratitude for the prompt resolution of their grievances. Officials who performed exceptionally well in complaint management were also recognized and encouraged.
- Vina Dhingra from Dehradun – Pension issue resolved within two days.
- Tarun Singh from Haridwar – Drainage problem addressed promptly through VC coordination.
- Surendra Kumar Nagpal from Dehradun – Streetlight complaint resolved the next day, earning his appreciation.
Strengthening Monitoring and Accountability
CM Dhami instructed district magistrates to review complaints weekly and departmental secretaries at least twice a month. He stressed that CM Helpline is not just a telephone number but a vital tool reflecting public expectations and trust in the government.
Officials were urged to treat all complaints with the same seriousness as those received directly at the CM’s office.
AI-Powered Complaint Management
The government is leveraging AI-based data management to monitor and resolve complaints efficiently. This system helps identify hotspots and predict complaint patterns, prioritizing urgent issues and enabling timely action.
Key highlights of AI-driven monitoring:
- Faster resolution of complaints related to water, electricity, urban development, and housing.
- Seasonal trends tracked for effective planning and response.
- Increased public awareness and participation leading to higher call volumes and better solutions.
Performance Highlights Across Districts
Analysis of CM Helpline complaints shows:
- High complaint volume: Dehradun, Haridwar, and Udham Singh Nagar.
- Best-performing districts: Uttarkashi and Champawat.
Officials from high-performing departments, including Manoj Gusai (Uttarkashi Energy Department) and Abhinav Rawat (Pauri Energy Department), were praised for their exemplary efforts in monitoring complaints through special cells and coordination committees.
Commitment to Transparent Governance
CM Dhami reaffirmed the government’s commitment to timely, transparent, and citizen-friendly governance. The helpline serves as a crucial interface between the government and the people, ensuring grievances are addressed seriously and effectively. The review meeting was attended by senior officials including Chief Secretary Anand Bardhan, Principal Secretary L. Phani, Special Chief Secretary Amit Sinha, and all district magistrates via virtual medium.
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