BBMP sets up centralised call centre

BBMP sets up centralised call centre
Bangalore, DH News Service:
Thursday, June 25, 2009

It is a centralised “call centre” put in place by the Bruhat Bangalore Mahanagara Palike (BBMP) to redress public grievances. A new Centralised Grievance Redressal Mechanism to keep the officials in check and the civic troubles under the Palike to a minimum has already begun.

Set up in Malleswaram, the Palike redressal number, 22660000, will record the grievance as told by a citizen and feed it on to a computer. The computer will then relay the problem to the official concerned who will take the job addressing the issue. The system was already in place from the past three months on trial run basis by the Palike, streaming the complaints to their control room.

“Each complaint with a unique identification number will be recorded by the computer with the centralised mechanism. The grievance will then be forwarded to the BBMP office concerned through the wireless. The complaint has to be then confirmed by the Palike official concerned to the control room . This will ensure that there is some sort of accountability,” said a BBMP official.

The control room will have six lines manned by 15 people in shifts with a minimum of 30 callers who can speak to the Palike employed personnel 24x7. The BBMP has developed and setup the grievance redressal system with the help of Keonics. “While Palike officials are present in the control room, we have also employed outsiders to attend the calls,” said the official.

Wireless sets

Nearly 650 officials from the Joint Commissioner to the Junior Health Inspector and the Engineers in all the eight zones have been provided with the wireless sets to address the issues on hand.

The total cost borne by the Palike for the entire system has been placed at Rs 70 to 80 lakh.