Wednesday, March 3, 2010

For faster services, Raj Niwas grievance cell goes digital

Wed, Mar 3

The Listening Post grievance cell at the Raj Niwas is the latest to have gone the digital way to enhance its services.
The complaint redressal cell takes in complaints related to security, law and order, traffic violations, encroachment, deficiencies in civic services and violation of building bylaws. It also promises to address civic issues within 48 hours and is the last resort of sorts for administrative apathy faced by government departments.
The complaints were being addressed manually till the last year, Secretariat officials say with the process digitised now the redress levels are high at 80 per cent and satisfaction levels average at 50 per cent.
The Listening Post is also the only complaint redress system in the country that has received ISO certification.
"The Listening Post, which was till last year BIS-ISO-2000 certified, has now been upgraded to ISO-9001-2008," Ranjan Mukherjee, officer on Special Duty to the L-G, says.
"Citizens have fours ways of lodging their complaints at the grievance cell — email, post, phone or personally visiting at the Raj Niwas. The minimum redress time is 48 hours," O P Vats, one of the four members of the Listening Post says.
Most complaints are received over the phone, he says. While complaints often turn out to be hoax calls, the Raj Niwas has a record of 2,500 complaints registered and redressed in 2007, and a count of 3,400 complaints in 2008.
Sachin Tyagi, another member of the Listening Post, says most complaints are about unauthorised constructions, especially from "people (who) are jealous of their neighbours and complain".
The calls are received through an automated mechanism, after which they are translated into text and fed into a website, which is also accessible to all. Each complaint is given an individual registration number through which the complainant can track original or subsequent complaint. "The complainant can check the status of his complaint online using the registration number provided to him at," says Sandeep Nandal of the cell.
Complainants can call from Monday to Saturday from 9.30 am to 6 pm on: 23970003, 23970004, 2395005, 23942664 and 155355.
All departments, including the Delhi Police, Municipal Corporation of Delhi, New Delhi Municipal Council, Public Works Department, Delhi Development Authority, have their own complaint cells. The complaints received by the Listening Post are forwarded to these cells.
Express News Service

with thanks to source : taken from :

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