The case of Yogi M. P. Singh’s grievance highlights a critical breakdown in the digital infrastructure of Uttar Pradesh’s governance.
Here are the key takeaways:
1. Technical “Gatekeeping” via OTP Failures
The most significant barrier is the failure of the OTP (One-Time Password) system. This technical glitch acts as a functional shutdown of the RTI portal, preventing citizens from logging in, submitting applications, or even printing their own records. It transforms a security feature into a tool of exclusion.
2. The Myth of 24/7 Digital Governance
The grievance suggests that the portal’s functionality is tied to the physical presence of staff. The system’s failure during the Holi holidays implies that the digital infrastructure lacks the automation and oversight required to function independently of office hours, undermining the primary benefit of “e-Governance.
3. A Culture of Non-Responsiveness
The RTI helpline (0522-7118629) is highlighted as a major point of failure. Call records indicate a pattern where staff use the line for outgoing communication but consistently ignore incoming calls from citizens, effectively neutralizing the only support channel available to information seekers.
4. Bureaucratic “Whac-A-Mole” in Grievance Redressal
The rejection of the complaint by the Chief Minister’s Secretariat (IGRS) on the grounds that it “does not fall under guidelines” reveals a systemic loophole. When the state’s highest grievance cell refuses to address the failure of its own digital platforms, it creates an environment where no department is held accountable for technical mismanagement.
5. Erosion of Transparency and “Su-shasan”
The overarching takeaway is that digital barriers are being used (intentionally or through negligence) to stifle the Right to Information. This contradicts the state’s claim of “Good Governance” (Su-shasan), as it forces citizens back into a cycle of harassment and lack of transparency.
Digital Barriers to Transparency: The Crisis of the Uttar Pradesh RTI Portal
The Right to Information (RTI) Act was envisioned as the “sunlight” that disinfects the halls of governance. In Uttar Pradesh, the digitization of this process through a dedicated RTI portal was intended to simplify access for the common citizen. However, recent systemic failures—highlighted by persistent technical glitches and administrative apathy—suggest that the digital gateway is increasingly becoming a digital wall.
The case of Grievance GOVUP/E/2025/0025009, filed by activist Yogi M. P. Singh, serves as a damning indictment of how technical mismanagement and a lack of accountability can paralyze a critical public service.
The Anatomy of a Systemic Failure: The OTP Deadlock
At the heart of the current crisis is a fundamental technical breakdown: the failure of the One-Time Password (OTP) system. In the modern administrative framework, security is paramount, but when security measures become obstacles, the system fails its primary purpose.
Information seekers in Uttar Pradesh have reported that the RTI portal consistently fails to send OTPs to registered mobile numbers. This isn’t merely a “bug”; it is a total shutdown of the service. Without an OTP, a citizen cannot:
- Log in to their dashboard.
- Submit new RTI applications or first appeals.
- Track the status of existing queries.
- Print submitted documents for legal records.
The complainant aptly points out that even after a successful registration, the system requires repeated logins for basic tasks like printing a submission. When the OTP gateway is non-functional, the user is effectively “hijacked” by the software, unable to proceed despite having a valid account.
Governance on Holiday: The Accountability Gap
A particularly troubling aspect of this case is the timing of the failure. The grievance notes that the portal’s paralysis coincided with the Holi festival holidays in March 2025. While government staff are entitled to leave, the digital infrastructure of a state must be robust enough to function 24/7.
The grievance raises a poignant question: How can public services be hijacked in the name of holidays in the world’s largest democracy?
A digital portal is supposed to reduce the citizen’s dependence on the physical presence of a clerk. If the portal requires manual intervention to keep the OTP server running, it defeats the purpose of automation. The “cryptic approach” of the staff going on holiday while leaving a broken system behind reflects a deeper culture of mismanagement within the Department of Administrative Reform and the NIC (National Informatics Centre) Uttar Pradesh.
The “Silent” Helpline: A Farce of Public Assistance
When digital systems fail, citizens turn to helpdesks. However, the RTI portal’s support system appears to be a one-way street. The provided contact details—Email: onlinertihelpline.up@gov.in and Phone: 0522-7118629—have become symbols of administrative ghosting.
The call records provided by the complainant show a distressing pattern:
- Multiple outgoing calls from the citizen to the helpline go unanswered.
- Calls are only successful when the department initiates them, yet they fail to pick up when the information seeker needs assistance.
This selective communication suggests that the helpline is being used for the convenience of the staff rather than the service of the public. A helpline that doesn’t help is not just an inefficiency; it is a waste of taxpayer money and a breach of the “Public Service Delivery” mandate.
The IGRS Rejection: A Loophole in Grievance Redressal
Perhaps the most frustrating turn in this saga is the response from the Integrated Grievance Redressal System (IGRS). The grievance was closed with the remark: “The matter is not covered under the guidelines of IGRS.”
This is a classic example of “bureaucratic circularity.” A citizen complains about a state-run portal to the state’s grievance cell, only to be told that the grievance cell doesn’t handle complaints about that specific portal.
When the Chief Minister’s Secretariat (specifically Room No. 321, headed by Joint Secretary Shri Arvind Mohan) permits such a dismissal, it sends a message of tacit approval for mismanagement. If the IGRS—the flagship “Jan Sunwai” platform of CM Yogi Adityanath—refuses to entertain complaints about the malfunctioning of other essential portals, the entire concept of “Good Governance” (Su-shasan) is called into question.
Implications for Public Service Delivery
The failure of the RTI portal has a domino effect on public service delivery across Uttar Pradesh:
- Erosion of Trust: When citizens cannot access information, they lose faith in the transparency of the state.
- Legal Delays: RTI is often a precursor to legal action or the claiming of other government benefits. Delays here cause delays everywhere.
- Corruption Risks: Digital portals were meant to eliminate the “middleman.” If the portal fails, citizens are forced back into physical offices where the risk of bribery and harassment increases.
The Path Forward: Urgent Reforms Needed
To restore the integrity of the RTI process in Uttar Pradesh, the following steps are non-negotiable:
- Technical Audit of the NIC Servers: A thorough investigation into why the OTP gateway fails during holidays and high-traffic periods.
- Accountability for Helpline Staff: Monitoring of call logs at the RTI helpline to ensure that every citizen’s call is recorded and addressed.
- Expansion of IGRS Scope: The Chief Minister’s office must ensure that technical failures of government portals are valid grounds for IGRS complaints.
- Redundancy Protocols: Implementing secondary authentication methods (like email OTP or WhatsApp integration) so that mobile network issues or server glitches don’t stop the process.
Conclusion
The RTI Act is a powerful tool, but it is only as strong as the mechanism used to exercise it. By allowing the RTI portal to remain broken and dismissing grievances through the IGRS, the concerned authorities are effectively silencing the voices of those seeking accountability.
Chief Minister Yogi Adityanath has often championed a “zero-tolerance” policy toward negligence. It is time that this policy is applied to the digital infrastructure of the state. Transparency should not be a “holiday-dependent” service; it is a fundamental right that must be accessible at the click of a button—provided that button actually works.
Based on the details from the grievance and official government directories, here are the structured contact details for the concerned public authorities and the specific grievance in question.
1. Grievance Identification
- Registration Number:
GOVUP/E/2025/0025009 - Complainant: Yogi M. P. Singh
- Date of Receipt: 15/03/2025
- Current Status: Case Closed (as of 04/04/2025)
2. Concerned Public Authorities
The core issue involves technical mismanagement of the RTI portal and the subsequent dismissal of the grievance by the Chief Minister’s Secretariat.
A. RTI Portal & Administrative Reforms (Technical & Management)
This department is responsible for the maintenance and content of the RTI Online portal.
| Attribute | Detail |
| Department | Administrative Reforms Department, Govt. of UP |
| Official Website | https://rtionline.up.gov.in |
| Helpline Number | 0522-7118629 |
| Support Email | onlinertihelpline.up@gov.in |
| Nodal Department | Department of IT & Electronics / NIC UP |
B. Chief Minister’s Secretariat (Grievance Redressal)
This authority handled (and closed) the grievance through the IGRS (Jansunwai) system.
| Official/Contact | Details |
| Concerned Officer | Shri Arvind Mohan (Joint Secretary) |
| Office Address | Chief Minister Secretariat, Room No. 321, U.P. Secretariat, Lucknow |
| Email Address | arvind.12574@gov.in |
| Contact Number | 0522-2226350 / 0522-2226354 |
| CM Office Email | cmup@nic.in |
3. Oversight & Technical Infrastructure
Since the grievance mentions the failure of the OTP system and the involvement of the NIC, these higher-level contacts are relevant for escalation:
- NIC Uttar Pradesh State Centre:
- Website: https://up.nic.in
- Email: sio-up@nic.in (State Informatics Officer)
- Phone: 0522-2238415
- UP State Information Commission (UPSIC):
- Address: RTI Bhavan, Vibhuti Khand, Gomti Nagar, Lucknow
- Phone: 0522-2724930
- Website: http://upic.gov.in
4. Summary of Web Links
- RTI Submission Portal: https://rtionline.up.gov.in
- Grievance Status Portal (IGRS): https://jansunwai.up.nic.in
- NIC UP Contact Page: https://up.nic.in/contact-us/
Would you like me to draft a formal “Letter of Dissatisfaction” to be emailed to Shri Arvind Mohan or the State Informatics Officer (NIC) regarding the OTP failure?
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