Once again VIPs in the New Delhi Municipal Council Area (NDMC) are all set to get preferential treatment over other residents.
The NDMC has launched its modern ‘Interactive Voice Response System’ whereby residents in its area can register complaints online or through SMSes and phone calls.
However, VIP complaints will be addressed on a “high priority basis”.
“Complaints from the VIP areas and persons will be taken on a high priority basis. These complaints will be addressed first,” said a senior NDMC official, requesting anonymity, as he isn't authorised to speak to media.
According to the civic agency, heads of the departments would do the task of assigning the complaints as “priority”.
The new system, which is for all residents in NDMC areas, aims at doing away with long queues for meeting the municipal officials to register a complaint.
Be it a problem related to property tax, water supply, electricity, roads, drainage or sewerage in areas under its jurisdiction, the residents will now be able to send a message or call the civic body’s call centre.
“It will just be like any modern call centre where the staff will note down all the complaints in a systematic manner,” added the official.
Residents can complain on three phone numbers provided on NDMC's website and get connected to NDMC's 16-hour call centre staff.
“The three-line phone number is attached to main computer which is monitored by data entry operators from 6 a.m. to 10 p.m. ,” added the official.
“The IVRS system will facilitate a resident to get his complaint registered instantly and he/she can also know the status of the complaint within hours.”
Residents will also get a unique reference number and a detailed feedback will be conveyed to the complainant.
“When the complaint gets registered, a feedback with details like which department has been assigned the complaint, which officials are looking at it and how long will it take to be addressed, would be sent to the residents,” said the official.
The system also has an administrative module whereby department heads as well as their staff can also check the number and kinds of complaints registered and the status of the work done.