Nitin Ramesh had been stuck in a jam for over half-an-hour on the Indiranagar Ring Road. Unable to vent his frustration anywhere, he decided to put up a post about the incident on the Facebook page of the Bangalore City Traffic police (BCTP) in an attempt to discover what was causing the jam.
While the BCTP responded with the contact details of the jurisdictional traffic police to help Mr. Ramesh, they could not, however, follow-up on the issue, owing to the hundreds of new posts flooding onto their page.
To keep a tab on the numerous complaints received through the day, the traffic police have now begun collating data from all posts and messages received on their social media forums to check if the cases were indeed resolved.
This new system will include details of where the complaint came from, the status of the complaint, whether the jurisdictional police team responded to the complaint forwarded to them, and whether it was resolved. Based on Additional Commissioner of Police (Traffic) B. Dayananda’s instructions, the social media team has started collating the data since last week. A chart will be prepared weekly or fortnightly based on the data to follow-up on the complaints, said the team members.
With this new addition to their duties, the social media team of four has its hands full, what with the handling of numerous online platforms daily.
The team consisting of two constables and two sub-inspectors say they had received nearly 600 comments on their Facebook page on Tuesday alone.
On an average, they receive anywhere between 50 to 200 messages per day on the page apart from the hundreds of messages on their website along with emails and tweets.
Owing to the volume of emails received, the messages are categorized into folders titled: accident, bottleneck, breakdown, pothole, slow moving and traffic jam.
As these email messages contain a Google map link identifying the location of the complainant, the police are able to simply click on the link for the map to reveal the exact problem spot and then communicate it to the local police through the wireless.