News : MCG Call Centre Sends Complaint to Transferred Officials
Gurgaon, India, June 3, 2015 -- A complaint lodged at the MCG call centre by a resident two days ago, to clean a blocked manhole in his area, was forwarded to three senior officials for resolution. Nothing unusual about the action, except that two of the three officials who the mail was forwarded to no longer work in MCG, while the third is no longer in charge of that particular zone.
This gaffe happened when Jal Vihar colony resident Daya Jindal called the call centre on Sunday to complain about sewage being blocked in his area, and flowing into nearby homes. The call centre forwarded his compliant to executive engineer N D Vashishta, junior engineer Naim Hussain - none of whom are with MCG anymore.
The sheer absurdity of call centres can be fully understood when one realizes that the private operator in this case charges MCG annually. And complaints keep piling up.
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Area councillor Nisha Singh says authorities are least bothered about problems faced by residents. "Actually, if the call centre becomes functional, residents will be encouraged to report - meaning more complaints to attend. Why go down that route and expose yourself? Residents have no other option but to call their councillors. And there is no guarantee the government officials will pay us heed. Each councillor is but a call centre of over-flowing sewers, contaminated water, water shortage, garbage and sanitation woes and broken roads. This when MCG had a Rs 900 crore budget last year and Rs 17,000 crore this year," she said.
MCG authorities claim this was a one-off incident. "We are looking into the matter. It appears that the gaffe could have happened due to a technical error, or human error by a call centre employee copy pasting old data," said an official.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Think About Demotivating Your Staff
More Editorial From Municipal Corporation of Gurgaon
Published: Thursday, June 4, 2015
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