GOVERNMENT
OF INDIA
A Digital India Initiative
GOVERNMENT
OF INDIA
Background:
Pimpri Chinchwad Municipal Corporation (PCMC), in 2013, launched the Sarathi Grievance Redressal Portal, a helpline to resolve citizen’s complaints. Earlier citizens had to either visit local representative’s office or had to submit handwritten applications to get their complaints registered. However, since launch of the Sarathi Portal, citizens have not only been submitting their complaints online but have also been getting their complaints resolved in a time bound and efficient manner.
The chart below shows the total number of complaints received by PCMC between 01 April to 30 September 2021 through various portals:
For the above-mentioned time period, the average resolution time for a single complaint was only 13.24 days.
Out of the 24,313 complaints received, the maximum number of complaints, as indicated below, were received through the Sarathi Portal.
Outcome:
Table below indicates the number and percentage of complaints resolved by PCMC. The high resolve ratio is a result of PCMC’s tireless efforts of streamlining its grievance management systems.
Beside the timely resolution of the complaints by the various departments, the Municipal Commissioner along with Additional Commissioners regularly calls for timely meetings with the department to analyse nature of complaints. Further, to increase the efficacy of the system, the authorities take cognizance of the nature of the complaints and the frequency of the same. This is done to understand if the grievance was a one-time problem, or it is a systematic challenge that needs to looked into. This helps the city administration take appropriate steps to improve the lives of its citizens.