Uttar Pradesh has introduced new citizen helplines under its Integrated Grievance Redressal System (IGRS) to enhance public access to swift and transparent grievance resolution. These helplines, part of the CM Dashboard System, aim to address complaints efficiently, earning praise as a national governance model. The initiative reflects the state’s commitment to citizen-centric administration and accountability.
Uttar Pradesh Bolsters Grievance Redressal with New Citizen Helplines
In a significant step toward improving governance, Uttar Pradesh has rolled out a series of new citizen helplines under its acclaimed Integrated Grievance Redressal System (IGRS) and CM Dashboard System. Launched under the leadership of Chief Minister Yogi Adityanath, these helplines are designed to provide residents with a seamless platform to lodge complaints and seek redressal for issues related to public services, governance, and administration. The initiative, which has gained traction as a model for other states, underscores Uttar Pradesh’s commitment to transparency and accountability.
The new helplines, accessible 24×7, allow citizens to report grievances via phone calls, SMS, or online portals, ensuring accessibility even in remote areas. According to recent data, the IGRS has processed over 1.5 crore complaints since its inception, with a resolution rate exceeding 90%. The addition of dedicated helplines aims to further expedite this process, reducing the average grievance disposal time from 30 days to 21 days, aligning with national guidelines issued by the Department of Administrative Reforms and Public Grievances (DARPG).
A key feature of the helplines is their integration with the CM Dashboard System, which enables real-time tracking of complaints. Citizens receive a unique token number upon lodging a grievance, allowing them to monitor progress through the IGRS portal or mobile app. The system categorizes complaints by department—such as public works, health, or education—ensuring they are routed to the appropriate authorities for swift action. In July 2025, posts on X highlighted the system’s efficiency, noting its role as a national benchmark for governance.
The helplines also incorporate AI-driven tools for automated grievance classification and predictive analytics, inspired by the success of the National Consumer Helpline (NCH). This technology helps identify systemic issues and prioritize urgent complaints, such as those related to public safety or essential services. For instance, in 2024, the NCH reduced its average resolution time from 66 to 48 days using similar AI tools, a model Uttar Pradesh is emulating to enhance citizen satisfaction.
To ensure accountability, the state has mandated that unresolved grievances be escalated to senior officials within 21 days. Citizens dissatisfied with resolutions can file appeals through the IGRS portal, with a stipulated 30-day period for appeal disposal. The system’s feedback mechanism, accessible via SMS and email, allows users to rate their experience, further refining the process. In 2024, the IGRS handled over 10 lakh complaints annually, with feedback indicating high public trust in the system’s responsiveness.
The initiative also includes capacity-building measures, with training programs for grievance officers conducted under the SEVOTTAM scheme. These efforts aim to standardize redressal processes across districts, ensuring uniformity in service delivery. The state’s focus on digital integration has made the helplines accessible through the UMANG app, alongside dedicated mobile applications, catering to tech-savvy citizens and those in rural areas alike.
Uttar Pradesh’s new helplines are part of a broader vision to empower citizens by making governance more responsive. By leveraging technology and streamlining processes, the state is setting a precedent for effective public grievance redressal, earning accolades for its citizen-centric approach.
Disclaimer: This article is based on recent news, official reports, and posts found on X. Information is sourced from government portals, including pgportal.gov.in, and media outlets like NDTV. Always verify details through official channels for accuracy.