The Namma Chennai mobile application, launched by Greater Chennai Corporation on Android and iOS platforms in January this year, was a significant step towards having a quicker Public Grievance Redressal System.
By mid-may, there were 10,000 downloads of the app and over 3,000 complaints had been registered. Non-functional streetlights, dog menace, removal of garbage, mosquito menace and damaged roads are subjects frequently raised on the application.
Last month, the app went beyond being just a grievance-redressal platform. A few additional features were incorporated in the app, enabling residents to download birth and death certificates as well as property and professional tax receipts.
The fact that the civic body is seeking to enhance the effectiveness of the product is a positive sign.
Here is feedback from C.R. Balaji, a resident of Mandaveli and civic activist, who views the mobile application as an effective feedback mechanism for officials.
He regularly posts his complaints about civic issues he encounters across Chennai, on the app.
While lauding this initiative by the Corporation, Balaji points out wrinkles in the service that have to be ironed out.
“Sometimes, a filed complaint does not appear immediately in the status section. And sometimes, it never appears. There is a glaring element of unpredictability. Usually, when a complaint is lodged, the complainant receives an SMS as acknowledgement. But there are also times when the SMS does not arrive,” he points out.
Many reviews about the app draw attention to the “resolved” status, which is more often, highly misleading.
“Unfortunately, officials close complaints as resolved without actually resolving them,” notes Balaji.
The app allowed residents to instantly file complaints about civic issues status of the complaints.
