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Wednesday, March 8, 2023

Tamilnadu CM Cell Helpline Needs to be upgraded

Tamilnadu CM Cell Helpline Portal is a Great initiative. But there are many loopholes that need to be fixed to make it truly helpful for the Public.

The common statement I heard from the Government Offices staff is that CM cell requests are just eyewash and they in fact suggested me go through alternate ways or directly go to the Court to get the problem resolved,

I still believe this portal can be made effective. Here are some mandate enhancements to make this Portal Truly Helpful to the Public.

Refer to this tweet https://twitter.com/spvinky/status/1632986977221091328?s=20


1. Transparent Timeline and Workflow:

At present, users cannot see the progress that happens with the request. Display of the Date and Time of the flow of Grievance Requests would help users understand the progress.

2. Workflow Change Only with the Comment:

Allow transfer of Grievance Request to a different department only with meaningful comment. This will help the user and the new department understand the prior actions taken and why the request is transferred to them. At present, the Grievance Requests are being transferred between departments just to avoid SLA breaches with no useful action taken.

3. Attachment View and Download:

Any final decision or report or certificate should be viewable and downloadable to the Users. Without it, the user will have to approach the Government Offices in person and do the whole process again in an old fashion way.

4. Transparent User Feedback and Rating:

The Grievance requests are closed without actually resolving it. Allow Users to share their feedback and rating and display them.

5. Facility to Re-Open Grievance Request:

In case, if the Grievance is closed with no resolution, there should be a facility for the User to Re-Open the Grievance. At present, the user needs to send an email outside the Portal to Re-Open the requests, which is never a guarantee.

6. Escalation Procedure:

The escalation hierarchy should be properly defined and contact details should be furnished in the Portal. Providing an external email as an escalation option will Not help track the Request to closure. Escalation procedure should be part of the Grievance Portal and tracking.

7. Meaningful Status:

The status of the Grievance Request should be more meaningful. At present, ACCEPTED is the final status when a Request is accepted for investigation. There are NO Transparent Workflow or Status to indicate if the Resolution is provided after the ACCEPTED status. At present, the Requests are directly CLOSED irrespective of resolution or action.

8. Unresponsive Email Accounts:

The email accounts, cmhelpline@tn.gov.in, tncmhelpline@gmail.com, appealcmhelpline@tn.gov.in, which are furnished in the Portal are all Unresponsive Email Accounts. No way to track these emails. No SLA's. No point in the Grievance Portal with unresponsive email accounts as the only way of escalation.

9. Missing Contents in Mobile App:

CM Portal on the Desktop displays more content about the request while the CM Portal Mobile App displays very limited details. Ideally, the contents should not be hidden, just the display format needs to be adjusted to suit the display window.

10. Call 1100, and we will get ANDRA PRADESH GOVT as the identity in TrueCaller. First, this has to be changed 

Tamilnadu CM Cell Helpline Twitter handle @TNCMHelpline

Tamilnadu CM Cell Helpline Facebook Page https://www.facebook.com/CMHelplineTN

Tamilnadu CM Cell Helpline LinkedIn Page https://www.linkedin.com/in/cm-helpline-tn-a629211b3/



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