Patiala, on Wednesday, has become the fourth city in Punjab after Ludhiana, Mohali and Hoshiarpur to launch mobile app-based grievance redressal system whereby residents can register their complaints for broken roads, defunct street lights, low water supply, sewerage blockage and lack of cleanliness on real time basis.
The application called Municipal Corporation Citizens Reporting and Mapping Tool (MC CRAMAT) was launched in presence of deputy commissioner Ramvir Singh and mayor Amarinder Singh Bajaj along with several councillors in the MC head office.
Explaining about the new system, the DC said now the residents would not need to run from pillar to post to register their complaints about the basic services.
“Using new system is very simple as all people should do is to first download the app CRAMAT from any android-based smart phone and lodge their complaint online after permanently registering themselves with the app,” he said.
“The best part about this system is that the complainant can click the picture of the issue he wants to report to the Patiala municipal corporation and file it comfortably. The location about the complaint will automatically be detected by the system with the help of Google maps, following which it will be sent to the officials concerned responsible for handling that complaint,” said Ramvir Singh.
He said, “The system is fully interactive as it will keep the complainant alert about the status of his complaint via SMS and email right from the time his complaint reaches the MC officials concerned and further to whom the complaint has been assigned and when it is resolved.”
According to him, the execution would start immediately, but it might take some time in streamlining the MC’s working.
Talking about the accountability on the officials, he said the complaint would be dealt within the time frame given under the Right to Service Act. “After the initial test run, officials showing laxity in dealing with these online complaints will penalised accordingly,” he added
Mayor Amarinder Singh Bajaj said, “The new system will fix the responsibility of the executives and they will make sure that it is implemented effectively.”
Councillors raise apprehension
Sanjeev Bittu, Congress leader in MC, said that the app-based system was fine, but the execution was doubtful given the fact that officials never took pain to perform their duty on time in several of the manual complaints.
He said, “The working in the MC can’t be streamlined till the time vacancy of the ground staff is not filled at the earliest. The officials should be penalised for sitting over the complaints.”
The DC said, “There might be few teething problems in the initial run of the system, but we will make sure that the complaints filed by residents are addressed on timely basis. We will definitely take strict action on officials not dealing these complaints on timely basis,” he added.
Several other councillors raised the issue of delay in development works in the city as they said despite the work orders, road projects had yet not started.