Overview
Citizen satisfaction with the performance of TMAs is an important touchstone of quality of municipal services. Unfortunately, no administrative mechanism could be developed for addressing the complaints of citizens. As a corrective measure, PMDFC stepped forward to establish complaint cells in its partner TMAs. It may also be noted that due to the significance of a complaint cell, complaints are being readily resolved.
Strategy
A 4-step strategy was adopted for the implementation of CTS:
- Situation Analysis in TMAs
- Design of Complaint Tracking System
- Establishing Complaint Cell
- Monthly Reporting & Data Analysis
Citizens of a TMA can get their complaints registered through the telephone number advertised by TMAs. PMDFC introduced this intervention in two stages; manual and computerized, online computerized software has been introduced in 105 partner TMAs initially with desktop application.
