JMC-H sets grievance monitoring right, resolves 90% issues in April

Jaipur: Since April, JMC-Heritage has implemented a stricter complaint monitoring system. Under the new mechanism, grievances registered through the municipal call centre are forwarded to zonal deputy commissioners, who assign officials for resolution.

Commissioner Arun Kumar Hasija said call centre staff now focus solely on verifying complaint status with residents. In April, 90% of complaints were confirmed resolved by callers, according to JMC-Heritage data.

"We implemented a system where complaints are forwarded to the zone deputy commissioner, who randomly calls the residents to check if the complaints are resolved and sends a report to the call centre. After this, call centre executives once again cross-check with the complainant if the issue is resolved," said the commissioner.

In April, out of 3,300 complaints received, over 3,100 residents verified that the complaint was resolved properly. Hasija added that a fortnightly review is also done of the complaints received and what percentage of them are resolved.

"We want to know the satisfaction percentage of residents, which can help us plan the utilisation of our resources, depending on what kind of complaints are being received from which ward and how to plan the upkeep of those wards or problem areas raised by residents," added the commissioner.

He added that in the municipal corporation, most of the complaints are related to the maintenance and upkeep of facilities, which can be resolved with quick assistance, for which officials are given regular instructions. Officials are instructed that complaints raised by residents must be resolved within one week.

In Jan, the municipal corporation also started a system where login credentials of officials can be checked to see how often officials were logging in to the residents' complaint portal.