GOVERNMENT
OF INDIA
A Digital India Initiative
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GOVERNMENT
OF INDIA
Problem/Challenge
Pune Municipal Corporation (PMC) has been undertaking various e-Governance initiatives to serve citizens better. PMC has been in the forefront of adopting state of the art technologies and business models to execute its projects, day-to-day operations, and transactions in an effective manner. An effective Complaints Management System (CMS) was required for meeting diverse needs as part of e-governance initiatives and to to improve grievance management at PMC.
Solution
PMC deployed a Complaint Management System to understand the pain points of citizens as well as to better service them. The portal helps citizens to register their complaints through multiple channels including Call Center, WhatsApp, Facebook, Twitter, Email, Message, etc. The complaints are then analysed and routed to relevant departments for appropriate resolution. The pendency distribution is also calculated to see if the resolution is being done in time – <7 days, 15-30 days, 30-60 days, >60 days. This helps understand if there are unnecessary delays in solving citizen complaints. Further after each resolution, citizen feedback is obtained to understand if the solution is acceptable by the complainant and he is happy with the resolution.
As part of the portal, a Dashboard is conceptualized to provide a birds eye and combined count of complaints received through multiple channels from citizens or as forwarded by the departments. The dashboard provides a cumulative count along with pendency bifurcation as per the days required to address a particular complaint.
It was observed that majority of the complaints were received through WhatsApp channel due to ease of access and availability and a faster way of recording complaint followed by Web, Call center and Mobile App.
Main Dashboard Screen
Overall Complaint Status
Complaint Status by Channel
Benefits
The CMS has helped the PMC officials in faster and appropriate resolution of citizen complaints. The system utilizes analytical capabilities for better information management and analysis. It promotes better outreach and faster dissipation of information to citizens and multitude of channels for ease of access. CMS provides a bird’s eye view for citizen facilitation and better delivery of governance services.