Blurb
Complaints will receive unique numbers, documents will be digitized, status tracked, and a 24-hour control room will monitor delays, feedback, and escalations
BENGALURU
Bengaluru East Municipal Corporation Commissioner D.S. Ramesh has proposed a Citizen Help Center to give residents a single place to submit applications and complaints. The plan aims to reduce repeated office visits and make public services simpler, faster, transparent and more accountable.
At a meeting chaired by Ramesh, officials were asked to create a technology-based system covering property tax, town planning, roads, infrastructure, waste management, health, horticulture, electricity, TDR and rainwater drainage. Complaints received in person or through post, email, telephone, WhatsApp and social media will be recorded and sent to the concerned departments.
Each complaint would receive a unique acknowledgement number, while submitted documents would be scanned and stored digitally. Residents would be able to check the status of their applications, the department handling them and the officer responsible. A proposed 24-hour control room would monitor pending cases and alert senior officers when deadlines are missed. The system would also collect citizen feedback after resolution and send unresolved matters for higher-level review.
Zone-wise public grievance meetings would address unresolved cases requiring coordination, technical review or senior decisions. The commissioner said every application should have a responsible officer and a clear deadline, and progress should be tracked until the issue is settled. After resolution, citizens would be asked for feedback. If relief is inadequate, the case would move to higher authorities for further action. A dashboard would help senior officers review received, resolved, pending and delayed cases. Ramesh said responsibility should continue until citizens receive relief. He urged officials to use technology effectively and build a citizen-friendly system that avoids unnecessary visits and strengthens public trust.
