Citizen Information and Support Center


Increasing the reach of rural governance initiatives through technology

The Citizen Information and Support Center (CISC), set up by the S M Sehgal Foundation, is a toll-free helpline for rural villagers in district Nuh, Haryana. The center, which serves as a lifeline, aims to widen the reach of governance initiatives in rural villages. Based on the Integrated Voice Response System (IVRS) technology, the center provides information on government programs to callers from 431 villages.

Trained Facilitators at the center help villagers with information on key government programs, procedures for submission of forms to access entitlements, the process of filing complaints with government offices, awareness about the functions of respective government departments and contact information of local offices. All this information is made available over the helpline number and also offline through village meetings, when required.

Advantages of a toll-free number

  • Conserves human capital and saves time
  • Superior data quality–real time data and data analysis tools
  • Local facilitator with specific knowledge of local context and use of local dialect
6153 villagers received information about government programs and personal guidance at the center during 2016-17


From the beneficiaries…

“I received timely information from the CISC and got a LPG (Liquefied Petroleum Gas) connection for my house under the Pradhan Mantri Ujjwala Yojana (Prime Minister’s Brightness Program) after approaching the Chief Minister’s (CM) Window. My family was in the beneficiary list, but the gas agency people did not provide the connection. Within twenty days of lodging the complaint, the CM’s office in Haryana followed-up with the concerned authorities and my family received the connection from the gas agency.”

Fajruddin, village Shehjadpur, Nuh