News : Grievance Data to Guide Delhi Jal Board's Planning
New Delhi, June 16, 2015 -- Complaints about water and sewer network will now help strengthen the same system, with the Delhi Jal Board using data on grievances for urban planning.
So, if certain areas of the city get a high number of complaints about contaminated water that could mean that the pipelines there need to be changed. Or, if the complaints of overflowing sewers increase in a particular area, it may need an overhaul.
DJB Additional CEO Amit Satija said: "By plotting grievance data on the geographic information system (GIS), we can focus funds and human resources where they are needed the most."
The DJB, which launched a call centre and a mobile app for complaints last year, recently did an analysis of the grievances. The 24/7 helpline – 1916 – has expanded from 10 operators to 25 since it was launched.
From September 15, 2014, to June 14 this year, a total of 1,06,127 complaints have been received. Out of that, non-availability water or short supply and blocked sewers top the list. Interestingly, a particular 15 per cent area of the Capital gave 49.17 per cent of complaints regarding blocked and overflowing sewers while another 15 per cent was responsible for 49.69 per cent of complaints regarding lack of water.
Earlier, complaints were registered manually when a consumer called the DJB’s 15 landline numbers operated by its field labourers, or Beldars. The Beldars would then call up the water emergency office of the area to relay the information. Officers, including the CEO and ACEO, would get calls to register complaints as well, which would trickle down to the local official slowly.
GO FOR GOLD AND REPRESENT YOUR NATION!
The 2018 13th annual Top Ranking Performers Global Awards are open until 31st Dec 2017
Awards for all levels of staff and a fantastic range of corporate awards for contact centers! Click on the banner for details!
"We were getting feedback that the phone numbers were either idle or busy. We wanted to make sure that the same yardstick was used for all complaints," said Mr. Satija.
In addition, the DJB will be able to tweak its summer action plan, which identified ‘vulnerable areas’ for water shortage etc. "The authenticity of data has improved. We are able to check the quality of works based on the number of complaints. Apart from a quarterly review, senior officials get real-time information of the complaints," said Mr. Satija.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Motivation & Charity Work
More Editorial From Delhi Jal Board
About Delhi Jal Board:
Delhi Jal Board (DJB) was constituted on 30 March 1998 to discharge the functions of water supply, sewerage and sewage disposal and drainage within the National Capital Territory of Delhi.
Published: Tuesday, June 16, 2015
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
global provider of contact center services and back-office processing
Altitude Software is a privately-owned, independent company, and a technology provider in contact center solutions, with its Unified Customer Interaction(uCI) product line. Founded in 1993, Altitude S...
Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing...