Umpteen calls to register a complaint of uncleared garbage or frustration at frequent trips to find if a ‘file has moved’ or ‘missing’ file found - all could become a thing of the past, thanks to IT initiatives by Bruhat Bangalore Mahanagara Palike (BBMP) that has helped track files and grievances registered at the click of a mouse.
The ‘Less Paper Office (LPO)’ deployed by the local civic body is a web-based package developed to help monitor the movement and pendency of letters or files and helps ease tracking of letters and files.
The LPO is part of an ambitious programme launched by BBMP to enhance productivity, efficiency and ensure customer satisfaction by using IT solutions to address issues.
“Now any letter submitted or files can now be tracked immediately, thanks to the new IT deployment”, BBMP Commissioner Bharath Lal Meena told PTI.
The LPO, which was rolled out during the first phase in the corporation head office and is being used in 61 departments, enables movement of letters or files electronically from one section or department to another.
“Files that have not moved for whatever reasons can be immediately tracked by this,” he said, adding that it cuts down the scope of the need to grease palms.
“The LPO can prepare a register of letters and files and a report on pending files. Queries provided for tracking a file can be answered in seconds”, he said.
A complete movement history of a letter or file can be known, thus immediately adressing complaints of files not moving, said Mr. Meena.
The package enables scanning details of letters or files and storage, eliminating the issue of files “going missing.” .
“We can now track down which clerk or department was handling the files”, he said.
“The technology has helped usher in accountability” and expose any “bluffs” tendered by a civic employee who has been sitting on a file for too long or report missing files or not having received a file or letter. “An individual can now know exactly where his or her file currently lies and its status”, he said.
The IT deployment was not just restricted to files and letters, but extended to ramping up the public grievance redressal system as well, said the civic commissioner.
Getting BBMP on the 24x7 mode is the new state-of-the-art Public Grievance Redressal (PGR) System that ensures all complaints received are tracked and a definite resolution provided for the same in the least possible time, he said.
“The PGR System is a total integration of Voice, Data and SMs, which can ensure that the problem is recorded and then forwarded to the concerned office and definite response is taken within a stipulated time”, he said.
BBMP has tied up with Karnataka State Electronics Development Corporation Limited (KEONICS) to aid the call centre that takes in complaints through a helpline number.