Bengaluru’s thumbs up for BMTC buses

Bengaluru’s thumbs up for BMTC buses
BY SHRINIVASA M.
BENGALURU







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I PPP model a hit with people in city, says ISEC survey I Satisfaction levels with BMTC services have risen from 32 per cent to 96 per cent in the last decade between 1999 and 2008
The BMTC, which is used to brickbats, has reason to smile for a change. It has been voted the most responsive public sector undertaking in the city in terms of improving its services.

A survey by the Institute for Social and Economic Change (ISEC) says satisfaction levels with BMTC services have risen from 32 per cent to 96 per cent in the last decade between 1999 and 2008.

The survey, which was carried out through random sampling, says Bharat Sanchar Nigam Limited (BSNL) occupies second place with the satisfaction levels with its services as high as 92 per cent, showing a meteoric rise from a mere 9 per cent in 1994.Both BMTC and BSNL are seen as pioneers in the adoption of latest technology and upgradation of their customer services by people, ISEC says.

The Bruhat Bengaluru Mahanagara Palike (BBMP), the Bengaluru Water Supply and Sewerage Board (BWSSB) and the city police are at the bottom of the chart.

The satisfaction levels with their services are in the range of 73 per cent.

But e-governance appears to have made a difference to the BBMP, with the satisfaction levels with its services increasing from 41 per cent to 73 per cent between 1999 and 2008 after its introduction.

People’s satisfaction levels with the BWSSB grew from 42 per cent to 73 per cent in the same period after a marked improvement in its efficiency levels from 72 per cent to 95 per cent in these years due to limited use of manpower and outsourcing.

ISEC sources say that a major share of the credit goes to the Bengaluru Agenda Task Force (BATF) which helped government agencies improve their efficiency levels.