Complaints about water and sewer network will now help strengthen the same system, with the Delhi Jal Board using data on grievances for urban planning.
So, if certain areas of the city get a high number of complaints about contaminated water that could mean that the pipelines there need to be changed. Or, if the complaints of overflowing sewers increase in a particular area, it may need an overhaul.
DJB Additional CEO Amit Satija said: “By plotting grievance data on the geographic information system (GIS), we can focus funds and human resources where they are needed the most.”
The DJB, which launched a call centre and a mobile app for complaints last year, recently did an analysis of the grievances. The 24/7 helpline – 1916 – has expanded from 10 operators to 25 since it was launched.
From September 15, 2014, to June 14 this year, a total of 1,06,127 complaints have been received. Out of that, non-availability water or short supply and blocked sewers top the list. Interestingly, a particular 15 per cent area of the Capital gave 49.17 per cent of complaints regarding blocked and overflowing sewers while another 15 per cent was responsible for 49.69 per cent of complaints regarding lack of water.
Earlier, complaints were registered manually when a consumer called the DJB’s 15 landline numbers operated by its field labourers, or Beldars. The Beldars would then call up the water emergency office of the area to relay the information. Officers, including the CEO and ACEO, would get calls to register complaints as well, which would trickle down to the local official slowly.
“We were getting feedback that the phone numbers were either idle or busy. We wanted to make sure that the same yardstick was used for all complaints,” said Mr. Satija.
In addition, the DJB will be able to tweak its summer action plan, which identified ‘vulnerable areas’ for water shortage etc. “The authenticity of data has improved. We are able to check the quality of works based on the number of complaints. Apart from a quarterly review, senior officials get real-time information of the complaints,” said Mr. Satija.
