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E-Tracking of BBMP complaints
Written By Rithesh - 21 July, 2009
Bangalore egovernance BBMP Media Reports
BBMP plans to computerize its control room and introduce e-tracking of all grievances.
"The BBMP is planning to make its control room on line. The system will be in place within a month. Any complaint that you make to the central control room will be immediately absorbed by the software and the officials concerned can see it online. A message in the form of an sms, which has the public grievance number and area from where the complaint is received, will be sent to the officer concerned immediately."
epaper.dnaindia.com/dnabangalore/newsview.aspx
I should say this is a very positive initiative from BBMP. Hopefully it will see the light of the day soon (one month is what BBMP is promising).
COMMENTS
murali772 - 21 July, 2009 - 05:41
Perhaps they need to outsource these kinds of jobs to competent professional organisations. I am not sure they have the in-house capacity, nor be able to build or sustain it.
idontspam - 21 July, 2009 - 09:34
The wrong approach for BBMP will be to do all of this by themselves. The control room will become hand in glove with the officials and become dysfunctional very soon. In fact the control room itself should be hosted outside of any BBMP premises. Having a third party be accountable for raising, tracking and closing trouble tickets and publishing statistics directly to a public website will ensure they also escalate unresolved tickets in time.
This is a chance to do it right.
pathykv - 21 July, 2009 - 15:30
What is more important is the action taken on the complaints, not just the concerned officer replying vaguely that 'action being taken ' or 'will be taken'.
Only if the problem pointed out by the complainant is resolved to his satisfaction the same should be closed.
K.V.Pathy
How are they implementing the proposed system?
Rithesh - 21 July, 2009 - 16:24
An outsourced model seams to be the best way forward. Atleast it might solve the complaint recording issues, if not the actual problem itself.
It makes sense for us to ask BBMP how they plan to implement the propsed e-tracking system - like who will be handling the customer calls (whether it will be BBMP employees or is it being outsourced) and who is developing the software to run his system and ofcourse the costs involved.
RTI or can somebody use their contacts?
I hope they will also consider SB's proposal for a toll free service with a easy to remember phone number.
idontspam - 21 July, 2009 - 16:46
who is developing the software to run his system
If you give it to a BPO outfit they can include the platform in the cost along with the inbound voice services and throw in a toll free number as well. Most COTS CRM tools provide portal, email and mobile interfaces to open tickets as a part of contact center apps. Imagine if you could snap a photo on your phone and use it as an attachment to open a trouble ticket via SMS. Technology is not an issue, but the key is for BBMP to have a vision, define all the requirements and open a single tender.
It can be extended to be a single contact center for BBMP, BESCOM, BWSSB, BCP, BCTP as well. Tickets can be routed according to who will solve it, the departmental routing can be transparent to the citizen who will get a single window for all complaints related to the running of the city. Cost will go down if it is integrated and the interface and service level can remain standard.
The worst way will be for them to cross deploy a few disinterested folks from within, provide a single non working telephone line as the helpdesk number and then engage a 2 bit relatives firm to build from scratch a half baked application which wont work. There are already zonal contact centers anyway who will want to keep troubles off records so they can goof off during work..
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