Monday, July 20, 2009

Civic solutions to go e-track

Civic solutions to go e-track

The Bruhat Bangalore Mahanagara Palike is planning to respond quickly to public complaints by making its central control room go online. This facility will be in place within a month, Sunitha Rao R reports

Sunitha Rao R



NEXT time you make a call to the central control room of the Bruhat Bangalore Mahanagara Palike (BBMP), you will get an invoice immediately saying the matter has been referred to the official concerned.
So welcome the new initiative of palike officials to address public grievances. The BBMP is planning to make its control room on line. The system will be in place within a month.
Any complaint that you make to the central control room will be immediately absorbed by the software and the officials concerned can see it online.
A message in the form of an sms, which has the public grievance number and area from where the complaint is received, will be sent to the officer concerned immediately.
"The initiative is to make the public grievance redressal system more effective," said Manjunath SL, BBMP's deputy commissioner of administration.
"Each officer will have a log in ID for the software called Public grievances redressal system and they will be immediately informed about the complaint received. Through this log in ID, senior officers will also be able to monitor the alertness of their subordinate officers in attending to the complaints made by the public," a BBMP official said.
"The details about the complainant will also be sent to the officer concerned if the complainant does not have any problem in disclosing the identity before the official. However, importance will be given to secure the identity of the complainant," he said.
"At the same time, we are also working to make the coordination better between the control rooms," a senior BBMP official said.
The control room will also develop a database of the complainant which will have details about the citizen, how many times he or she has lodged the complaint, and what were the issues highlighted in it.

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