Bruhat Bengaluru Mahanagara Palike (BBMP) is all set to open call centres for addressing public grievances.
BBMP officer, Mr Justin Cruz said, “Earlier, our help line number was not fully functional as we had outsourced the services due to the shortage of officers to attend grievance calls. People generally complain about most common issues like potholes, drainage, removal of garbage, repair work of streetlights and other civic issues. If the issue is brought to our notice during the working hours, we try to address the problem immediately. Otherwise, the issue is solved within two working days.”
BBMP officials are of the opinion that the call centre services for addressing public grievances has helped them to work in a transparent and efficient way. Mr Cruz also mentioned that the call centre employees will be multi-lingual and the citizens can directly forward their complaints to the officials in charge at BBMP.
These call centres are likely to function for all hours of the day. The issues faced by the public will be initially addressed by BBMP through the medium of phone calls, text messages and emails. A personalized BBMP app will also be developed for productive and faster services.
Each complaint will be allotted a Unique Number, which will serve as the reference number for the citizen’s complaint.
– Saili Desai, II MS COM