Karnataka government will streamline and expedite the process of public grievance redress for Bengaluru.
Don’t know who to call when the electricity goes off or when there is a problem with the water connection to your house? Citizens of Bengaluru need not fear.
From January next year, the Karnataka government has announced that all complaints directed to civic and transport agencies in the city will come under one platform, as per a report in The New Indian Express.
In a bid to streamline and expedite the process of public grievance redressal in Bengaluru, the government will establish a common online portal and a four-digit complaint number.
“Many a time, the public may not even be aware of which civic agency to approach in case of an issue. Sometimes, multiple agencies are required to redress a problem,” said Subhash Chandra, chief secretary to the Karnataka government, to The New Indian Express. “The existing call centres to handle complaints in all these agencies will continue to function as usual. The key difference will be a common four-digit number, which we have already asked BSNL to provide us,” he added.
In other words, instead of trying to call a particular agency, a citizen can call the common four-digit number. Once the citizen calls that number, the call centre equipped with an automated option at the receiving end will direct your call to the necessary agency. A set of trained staffers will man the call and transfer it to the appropriate agency.
The online portal will also deal with complaints to all agencies. “Every complaint mailed to us about any agency will reach this database,” says Chandra. “A docket number would be issued to each complainant. Later on, checking when the complaint was resolved, we will be able to understand where the delays took place.”
If the State government pulls it off, the average Bangalorean can rest a little easy.