CM-Connect Faces Public Awareness and Trust Issues in Meghalaya
SHILLONG, Sep 11: CM-Connect, the Meghalaya state government’s grievance redressal platform, is grappling with widespread public unawareness and skepticism regarding its effectiveness. Designed to streamline access to government departments via a call centre, mobile app, and web portal, CM-Connect’s impact appears limited as a significant portion of the populace remains oblivious or doubtful of the service.
A recent survey among local residents underscored this disconnect. Many, unaware of the helpline number 1970, prefer to seek assistance from local councillors or MLAs rather than through CM-Connect. "I had no idea about the CM-Connect or the helpline number," shared a Laitumkhrah resident, expressing skepticism about the service’s reliability. Similarly, Nisha Rani, a university student, questioned the initiative’s capacity to resolve citizen grievances, citing the need for better awareness and actionable outcomes.
Since its inception, the centralised grievance system has logged 12,359 calls, out of which only 1,900 were genuine grievances. Of these, a mere 620 have been resolved, signaling a modest success rate. Despite the helpline’s readiness to handle calls in local languages and the presence of trained personnel, the public’s confidence remains low, particularly regarding common issues like water, roads, and electricity.
Officials attribute this underwhelming engagement to a trust deficit in government initiatives. Many calls pertain merely to basic information, indicating a gap in proper usage of the platform. A shop owner in Police Bazaar voiced this sentiment, admitting to never using the service due to distrust in governmental efficiency.
Acknowledging the platform’s limited public embrace, the government plans to integrate the system with WhatsApp chatbots, aiming for improved accessibility. Despite its goal of enhanced efficiency, CM-Connect’s sluggish performance and limited grievances signal the need for greater public confidence. Officials conduct weekly and monthly reviews of grievances, ensuring updates to the Chief Minister’s Office. However, comprehensive issues like infrastructure development present enduring challenges.
As CM-Connect evolves, the government aspires to unify state helplines, streamlining processes for citizens. Yet, without concerted efforts to boost awareness and trust, the platform risks underutilization, compelling many to continue relying on traditional methods.
Original Story https://theshillongtimes.com/2024/09/12/cm-connect-yet-to-pass-trust-test/
Category : MEGHALAYA
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