How much does Pune Municipal Corporation Care?
Quite a lot, says the civic body... Still not sure how much, say residents who use the app
A total of 57,145 grievances have been received so far by the Pune Municipal Corporation (PMC) grievances cell which began in May 2016. Since the launch of the ‘PMC Care’ app, website, WhatsApp number and call centre, 33,598 residents have registered with the cell.
According to Rahul Jagtap, head of department, IT, PMC, we have addressed 56,246 grievances and we still have around 900 grievances pending. He also highlighted that most of the complaints are concerning the solid waste management department.
“Ever since we launched the app, ‘PMC Care’, it has been well received by residents. It has taken us many years to streamline the complaints and tackle them,” he said.
PMC Care, created by KPIT, is not just a portal or app for complaints but also to share information and get ‘live’ updates from the corporation. PMC has 65 departments which are now linked to a central node through which all Pune residents can gain access.
Even technology can have faults, sample this. Ravindra Patange resides at Sadafulee, Balewadi and uses the PMC WhatsApp number regularly, but feels that his complaint is not consistently acknowledged. He received a very funny reply to his grievance where he registered a complaint regarding waterlogging and cutting of tree branches. The PMC’s reply was ‘Dear Citizen, Your Grievance Token No. WA5430 is closed by PMC, because this is Long Term Work’.
Also some residents feel that though technologically it is fast, the replies are fast too, but without any ground work really being taken care of.
“When you put up a complaint, after two days you get a call from the concerned officer, in charge of the problem, then after assurance the complaint will be closed. They also request you to call directly, because then the number of complaints is on a rise. Somewhere a good data bank developed is and somewhere there is a kind of fear that it is getting tracked. But, major issues are not resolved. There is no consistent problem solving. At times I complain shamelessly and you will see four to five complaints from me until they resolve it,” says Seema Agrawal, vice-president, Baner Pashan Link Road Vikas Samiti.
Ever since we launched the app, ‘PMC Care’, it has been well received by residents. It has taken us many years to streamline complaints and tackle them.