News : NDMC to Launch Helpline to Deal with Citizens' Complaints
New Delhi, India, Feb 18, 2016 -- New Delhi Municipal Council (NDMC) is all set to launch a 'helpline' and 'mobile application' - 311 - to deal with all kinds of citizens' complaints. The helpline will tackle complaints over a range of issues - from medical emergencies to civic issues like broken footpaths, open manholes, choked sewers, power cuts and bad water supply
While such services are common in US, such a municipal helpline in India has been on offer only in Ahmedabad in Gujarat. The helpline was launched under the tenure of then chief minister Narendra Modi. NDMC's helpline will be developed by the same firm that came up with the Ahmedabad helpline.
NDMC chairperson Naresh Kumar told Mail Today: "We are bringing this worldclass service to Delhi. Rakesh Patel, chief of the company working with Amdavad Municipal Corporation, is doing it for us. The mobile application is ready for Android mobiles. We are in talks with Apple." It may a take a few more days before it comes into service, he added.
Sources said the call centre will be located at Palika Kendra in Connaught Place, the NDMC headquarters. It may, initially, function from 8 am to 10 pm, and before later being put in operation as a 24x7 helpline.
The system in Amdavad Municipal Corporation lodges complaints in 200 different categories such as fire and rescue, wall collapse, fallen tree etc. It has 30 complaint lines and is called the Comprehensive Complaint Redressal System (CCRS) there.
In the NDMC mobile application, there will be a provision for taking photographs too, which will be scrutinised by NDMC officials before necessary action is taken accordingly.
"The beauty of the software is that a caller can track the status of his complaint on the helpline throughout, till it is closed. Also, in case, it is not resolved, it is automatically forwarded to higher officials," he said.
Once a call is made, a 'complaint acknowledgment number' will be issued. An SMS about the problem will then be sent to the concerned area officer, who would stay in touch with the complainant to resolve it in a 'specified period of time'. The complaint will be marked 'closed' and the citizen will receive a confirmation SMS about the same once the problem is resolved.
"This will help us to gauge the performance of our own personnel as well," a senior officer said.
Posted by Veronica Silva Cusi, news correspondent
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New Delhi Municipal Council is the municipal council of the city of New Delhi, India, and the area under its administration is referred to as the NDMC area.
Published: Friday, February 19, 2016