Summary of key recommendations:
1. To improve grievance redressal in Haryana through the innovative apparatus of C M Window
2. To increase awareness of the citizens about the details of the tools and stories of success
3. To introduce offline complaint tracking in order to supplement the current online tracking
4. To add block level complaint windows to the existing district level windows in order to bring the process of grievance redressal closer to the people.
Introducing the Study:
The study on C M Window, based on which the current policy brief is formulated, attempts to examine how a time-bound complaint mechanism has aided the communities to move one step ahead towards improving public governance in Haryana. The study is based on the experiences of the community members in five villages of Mewat district of Haryana, who are in contact with S M Sehgal Foundation’s 1 (SF) ‘Good
Governance Now’ (GGN) initiative. The GGN initiative since 2008 has been enabling villagers of Mewat district, Haryana, to understand and access their rights based entitlements and engage with government officials in addressing governance issues.
The primary objective of the study is to analyse the role and effectiveness of alternative grievance redressal channels like C M Window which has been pioneered by the Government of Haryana for improving delivery of public services. It also explores the reasons and extent of unresponsiveness of the formal grievance redressal mechanisms associated with various crucial rights and entitlements. Picking up case studies from five villages in five different blocks of Mewat2 , the study highlights the fact that additional
Channels of grievance redressal such as C M Window can be a very effective tool because of systematic and timely methods of follow-up.
Key Messages:
• Sehgal Foundation’s primary research in five different villages of Mewat district in Haryana has revealed that C M Window is becoming immensely popular among the rural citizens because of its simple, user-friendly approach and time-bound solution even for protracted governance issues.

• Online tracking of the complaints and location of the windows only at the district headquarters are the two factors that citizens found difficult to deal with. Creation of windows at block headquarters for submission of complaints would make the tool more popular and user-friendly.

• Low level of awareness of the communities about the processes of complaint lodging in C M Window has restricted the use of the tool by the public. Increasing use of C M Window can be ensured if greater awareness about the details of the tool can be created among the citizens. In addition to this, sticking to the 30-day timeline and opening windows at the block level could motivate the communities to use the tool increasingly. Perhaps an introduction of offline tracking either through toll-free number along with the existing online one could make the apparatus further user-friendly in the context of rural Haryana.