GHMC adds more power to citizens, enhances grievance system
Updated grievance system enables complainant, not GHMC officers, to close a pending plaint
Hyderabad: Tweaking the ‘Customer is King’ adage a wee bit, the Greater Hyderabad Municipal Corporation (GHMC) is saying ‘Complainant is King’ now. Well, sort of.
The enhanced and strengthened Integrated Grievance System of the civic body enables the complainant to decide matters and is also yielding results on multiple fronts, according to officials.
The GHMC had recently changed its course of action pertaining to grievance redressal, with the new IGS module not allowing GHMC officers or staffers to close a complaint raised by a citizen. Only the complainant can close the ticket, unlike the earlier system where civic body staffers or officials used to close the ticket after resolving the issue.
As the power of closing the ticket lies with the complainant, GHMC officials and staffers have to make sure the grievance is attended to, and also have to call the complainant asking him or her to close the complaint after resolving it. They are also using the call to take feedback from the person who aired the issue.
“Some people do not close the complaint even after the issue is resolved. So we ourselves are calling the complainant, taking feedback and asking them to close the ticket if they are satisfied with the work,” a GHMC official said.
Official App
The GHMC Officer App, an official app for GHMC officers developed as a part of the IGS, shows all the complaints raised through the MyGHMC App, the GHMC website, the GHMC call centre -040 2111 1111, Dial 100, GHMC’s Twitter account, newspaper clippings, the Commissioner’s Officer and also Prajavani. Incidentally, Prajavani, the weekly meeting, is not currently being held due to Covid-19.
On an average, around 800 to 900 grievances are received through IGS. Under the new IGS module, the person who raised the complaint can re-open it if he is not satisfied with the work taken up by GHMC.
Meanwhile, in the strengthened IGS module, staffers working in GHMC call centres have also been given the power to reopen the complaint. The staffers who will randomly call complainants to take feedback will reopen the ticket if the complainant is not happy with the civic body’s work.
GHMC officials responsible for attending the complaints will get SMSs and daily alerts about the pending grievances. A total of 350 officers will receive the alert soon after the grievance is registered and a seven level escalation matrix i.e., from field officer to head of the department is in place in the IGS.
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