ABSTRACT
Under the Digital India initiative of the Government of India, the CM Helpline was launched in August 2017 in Madhya Pradesh to promote good governance and better public relations, aiming to take a progressive step in the digital world. This helpline, run by the Department of Lok Seva, aims to redress the grievances of the general public in a time-bound manner online through phone calls, WhatsApp, and websites about various services provided by the state government. Although it was an innovative idea to provide ease to citizens, its operation was in question due to the accumulation of complaints at a given point in time, and consequently, an inordinate delay in solving problems. Considering the above observations, it is necessary to analyze the operations of the CM Helpline in Dhar District, Madhya Pradesh, from the perspectives of the operators, associated officials, and the overall functioning of the government, applying a problem-solving approach using the Lean Six-Sigma methodology. The findings indicate that there is a loophole in the system that needs to be corrected for timely solutions to the complaints raised by the complainants for a better living style in a democracy like India.
