The Role of UP Chief Minister’s Office (CMO) is pivotal in driving Uttar Pradesh’s governance and administration. As the central hub for policy-making, the Role of UP Chief Minister’s Office extends to coordinating government initiatives across departments, managing critical issues like economic development, public health, education, and infrastructure, and striving to improve citizens’ quality of life. The Role of UP Chief Minister’s Office also includes addressing grievances, promoting transparency, and facilitating communication between the government and the people, aiming for sustainable development and social welfare by fostering collaboration among stakeholders.

Here are the key takeaways from the analysis of the CPGRAMS and Jansunwai grievance process in Uttar Pradesh:(Role of UP Chief Minister’s Office)

• The “RTI” Redirection Trap: A major loophole allows officials to close complaints under Government Order (No. 1/2020/129). If a grievance requests reasons or clarifications, the Chief Minister’s Office (CMO) labels it as a Right to Information (RTI) matter, which the grievance portal’s rules prohibit. Consequently, officials close the grievance immediately and arbitrarily.
• Anonymity as a Shield: The CMO labels the disposal of grievances as a “joint” effort by personnel, which avoids naming specific officials who close cases. As a result, officials evade individual accountability for poor or dismissive decisions.
• Decentralisation of Responsibility: Even with a “centralised” portal, the CMO often distances itself from substantive issues (such as National Health Mission vacancies) by claiming the office does not “transact” the work. Instead, it acts as a courier, not a monitor, in these cases.
• Statistical Disposal vs Actual Redress: Many officials now “technically dispose” cases by marking them closed on the dashboard to maintain high performance metrics. However, this approach fails to provide real relief or reasoned responses to citizens.
• Intervention of the Information Commission: Since the State Information Commission must force the CMO to provide point-wise information (as seen in the 2025 hearings), the primary grievance system clearly fails to function transparently without legal pressure.

After exploring the operational side of the CMO, we should consider how citizens experience the grievance process in practice. These experiences reveal the complex realities behind public grievance closure in Uttar Pradesh.(Role of UP Chief Minister’s Office)

In an era of digital governance, the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) and the state’s Jansunwai (IGRS) portal are marketed as the ultimate bridges between the citizen and the state. These platforms promise a 24/7 gateway to the Role of UP Chief Minister’s Office, ensuring that no cry for help goes unheard.

Nevertheless, recent disclosures under the Right to Information (RTI) Act reveal a troubling pattern: bureaucrats close grievances using technicalities rather than solutions. For many citizens in Uttar Pradesh, the portal has shifted from a tool of empowerment to a digital dead-end. As a result, people now allege “Jungle Raj” in administrative accountability.

---

The Anatomy of a Rejection: The “RTI” Technicality

The core of the frustration lies in how grievances are categorised and subsequently dismissed. A frequent remark among applicants is: “प्रकरण का सम्बन्ध पोर्टल से नहीं है” (The matter is not related to the portal). (Role of UP Chief Minister’s Office)

According to the CMO’s response, this often triggers under Government Order No. 1/2020/129/thirty-four-Lo0Shi0-05/2020-05, dated February 17, 2020. This order specifies that matters related to the Right to Information cannot be processed as “grievances” on the Jansunwai portal.

While this sounds like a logical administrative separation, it creates a “Catch-22” for the citizen:

• If a citizen asks why a previous grievance was closed, the system labels it an RTI query.
• Once an RTI query is labelled, the grievance portal rejects it and directs the user to a separate RTI filing process.
• The result is a closed case file on the dashboard (an online summary page), improving the department’s “disposal rate” statistics (the percentage of grievances marked closed) without actually solving the citizen’s original problem.

---

This pattern of grievance rejection raises further questions about accountability within the system. (Role of UP Chief Minister’s Office)

When citizens try to identify the officials who close cases “arbitrarily,” they encounter a wall of anonymity. The CMO typically says, “Personnel in the section jointly forward and dispose of online references.”

By citing “joint disposal,” the administration shields individual officers from accountability. If everyone is responsible, then no one is. Although Shri Arvind Mohan (Joint Secretary) serves as the Nodal Officer for references from the Government of India, officials still hide granular decision-making behind the vague phrase “as per the arrangement.

This lack of transparency contradicts the “Right to Reason” principle. Any administrative order affecting a citizen should include a clear, logical explanation from a specific authority.

---

The Case of the National Health Mission (NHM)

Systemic failure appears most clearly in high-stakes issues like the National Health Mission (NHM) recruitment. The Central Government and Allahabad High Court direct officials to consider aggrieved candidates’ representations regarding waiting lists, but the CMO often distances itself from these concerns.

The official stance—“The Chief Minister’s Office does not transact National Health Mission work”—highlights a major gap in the portal’s “Centralised” nature. If the CMO, as the apex monitoring body, simply forwards mail and then ignores the outcome, the “monitoring” function of CPGRAMS/IGRS becomes meaningless.

Department	Role in Grievance Redressal	Common Reason for Closure
CMO (Public Grievance Sec-3)	Nodal monitoring & forwarding	“Matter not related to portal” (RTI technicality)
Department of Health / NHM	Execution & substantive redressal	“Policy decision” or “Sub-judice”
Jansunwai Portal	Digital	“Disposed” once forwarded to another dept.

---

Such systemic challenges and real-world cases prompt a broader debate over the nature of public administration in Uttar Pradesh.

The term “Jungle Raj” is often used by frustrated citizens to describe a state of lawlessness. In the context of public grievances, it refers to a perceived administrative lawlessness—where rules are used as weapons to deny service rather than tools to provide it.

The State Information Commission often intervenes to make the CMO provide point-wise information. This intervention signals a breakdown in the basic redressal layer. Moreover, when the CMO requests “exemption from appearing” after submitting a boilerplate reply, it shows a desire to avoid scrutiny instead of improving service.

---

Moving Forward: Restoring Faith in the Portal

To make the Jansunwai and CPGRAMS portals truly effective, all stakeholders must unite to demand and implement the following reforms without delay. Raise concerns, participate in surveys, and engage decision-makers directly to ensure these critical improvements become a reality: (Role of UP Chief Minister’s Office)

1. Individual Accountability: Every grievance closure must carry the digital signature of the specific officer who approved the remark.
2. Substantive over Procedural Closure: A grievance should only be marked “closed” when the underlying issue is addressed, not merely when a letter is forwarded.
3. Mandatory Feedback Loop: If a citizen marks a resolution as “unsatisfactory,” the system should automatically escalate the matter to a higher authority (like the Nodal Officer) for a mandatory manual review.

Citizens, officials, and leaders must not allow the portal to become a barrier to justice. Demand accountability, insist on transparent outcomes, and participate in feedback mechanisms. Let us collectively ensure the portal fulfils its promise of good governance and truly serves the people of Uttar Pradesh.

Key takeaways from the analysis of the CPGRAMS and Jansunwai grievance process in Uttar Pradesh include the RTI redirection loophole, lack of individual accountability, decentralisation of responsibility, statistical closure of grievances, and the need for Information Commission intervention, all pointing to systemic challenges in transparent redressal.

• The “RTI” Redirection Trap: A major loophole exists that allows grievances to close under Government Order (No. 1/2020/129). If a grievance requests reasons or clarifications, the CMO classifies it as an RTI matter, which the grievance portal technically prohibits, resulting in immediate “arbitrary” closure.
• Anonymity as a Shield: By calling grievance disposal a “joint” effort, the CMO avoids naming those responsible, preventing individual accountability for poor decisions. (Role of UP Chief Minister’s Office)
• Decentralisation of Responsibility: Despite the portal’s “centralised” design, the CMO often avoids substantive issues (such as National Health Mission vacancies
  ). By claiming its office does not “transact” the work, the CMO operates as a courier rather than a monitor.
• Statistical Disposal vs Actual Redress: Organizations are increasingly marking cases as closed on the dashboard to maintain high performance metrics without providing any actual relief or a reasoned response to the citizen.
• Intervention of the Information Commission:”The State Information Commission needs to compel the CMO to provide specific information, as shown in the 2025 hearings, indicating that transparency often depends on legal intervention rather than spontenous built into the process.

Finding the contact details of public authorities in Uttar Pradesh requires navigating both the Central (CPGRAMS) and State (Jansunwai/IGRS) grievance frameworks. Below are the key links and contact details for the primary authorities mentioned in your request.

1. Key Web Links for Grievance & RTI (Role of UP Chief Minister’s Office)

Portal Name	Purpose	Website Link
CPGRAMS (Central)	Lodge grievances with Central Government	pgportal.gov.in
Jansunwai IGRS (UP)	Lodge grievances with UP State Government	jansunwai.up.nic.in
RTI Online (UP)	File RTI applications/appeals to UP Depts	rtionline.up.gov.in
UP Shasnadesh	View Government Orders (Rules/Laws)	shasnadesh.up.gov.in

---

2. Role of UP Chief Minister’s Office – Public Grievance Section (Role of UP Chief Minister’s Office)

For issues specifically related to the “arbitrary” closure of grievances on the Jansunwai portal:

• Nodal Officer (State): Shri Arvind Mohan (Joint Secretary)
• Address: Room No. 321, U.P. Secretariat, Lok Bhawan, Lucknow – 226001.
• Technical Support Email: jansunwai-up@gov.in (Only for technical portal issues, not for filing grievances).
• CM Office Helpline: +91 522 222 6347

---

3. National Health Mission (NHM) Uttar Pradesh (Role of UP Chief Minister’s Office)

Since the CMO has stated that NHM work is handled by the Medical and Health Department, you should direct your specific queries regarding the “Waiting List” and “Vacancies” here:

• Public Authority: National Health Mission, Uttar Pradesh (SPMU)
• NHM Toll-Free Helpline: 1800-180-1900
• RTI Contact: Public Information Officer, Medical and Health Department, UP Secretariat, Lucknow.
• Official NHM UP Site: upnrhm.gov.in

---

4. Application ID & Tracking Details (Role of UP Chief Minister’s Office)

• Grievance Registration Number: Usually starts with GOVUP/E/2024/… (for state) or PMOPG/E/2024/… (for central).
• How to Track:
  1. Go to the Jansunwai Track Status page.
  2. Enter your Complaint Number and Mobile Number.
  3. Enter the OTP to view the detailed progress and the specific remarks (e.g., the “RTI technicality” remark you received).

---

5. Important Email Contacts for Support (Role of UP Chief Minister’s Office)

Department	Email Address
CPGRAMS Helpdesk	cpgrams-darpg@nic[dot]in
UP RTI Support	rtisupport-up@gov[dot]in
CMO Public Grievance	jansunwai-up@gov[dot]in

Note: Do not send grievance letters directly via email, as they are often ignored. Always use the portal to generate a Unique Registration Number, which is legally valid for follow-up and appeals.

Would you like me to help you draft a specific RTI application addressed to the Medical and Health Department to demandapplicationaddressed to the Medical and Health Department to demand

cmo&upic