Bengaluru

BBMP set to get centralised control room

more-in

The new well-equipped system will make complaint redressal much easier.

Tried calling the control room but failed to get response? This may soon be a thing of the past.

The Bruhat Bengaluru Mahanagara Palike (BBMP) is set to establish a centralised control room that will not just be well-equipped, but will also allow citizens to interact with the staff in three languages — Kannada, Hindi and English. The BBMP’s move to offer a tri-lingual service is owing to the city’s cosmopolitan culture, despite the raging political discourse on language.

With several complaints of unresponsive staff at control rooms pouring in, this initiative comes as a relief.

The BBMP, currently, has one centralised system that is manned at its IPP centre, besides control rooms in its head office and at all eight zones. That apart, around 350 BBMP officials are also on the wireless system and have walkie-talkies.

“However, all these systems need to be integrated. Currently, we do not have proper information about the complaints received and those attended to at zonal control rooms. With this centralised system, the whole process will be transparent and complaint redressal will become much easier,” an official said and added that the control room will function like a professional call centre.

Mayor B.N. Manjunath Reddy said the new control room will be on the lines of the Bescom control room. Citizens will just have to call one number. “The new control room system will be established at a cost of Rs. 2.5 crore. Tenders for the same will be floated soon,” he said and added that the BBMP’s multi-purpose engineering department is finalising the details.

Control room numbers



BBMP

Centralised control room: 22660000

Head office: 22111188

East zone: 22975803

West zone: 23561692

South zone: 26566362

Rajarajeshwarinagar zone: 28600954

Bommanahalli zone: 25735642

Mahadevapura zone: 28512300

Yelahanka zone: 23636671

Dasarahalli zone: 28394909

R.K. Mishra, urban expert — It’s a good move to have a centralised system. Offering the service in three languages was long overdue, as many residents don’t know Kannada. The BBMP should also get its act together on complaint redressal. An automated system to ascertain how satisfactorily the complaints were addressed can also be put in place.

BESCOM control room

Bescom has been operating a helpline since 2012 and has streamlined the entire process to handle up to 3,000 complaints on busy days. The call centre employees operate 45 lines. Complaints are logged with a docket number, which is communicated to the customer via SMS. Follow-up calls from zonal control rooms to the customer ensure that the complaint has been dealt with. Bescom also allows citizens to file their complaints online.

Control room number: 1912

Police control room

Over 75 police personnel manage the control room round the clock in three shifts. The control room has around 30 lines that keep the police personnel on their toes. The staff have been trained by professionals on how to handle callers and talk to them politely, besides handling any situation in case of an eventuality. There is also a team of five dispatchers, who coordinate with the callers and police if the calls need immediate attention. The dispatchers are supposed to be in touch with the caller till their problem is attended to. All calls to the control room are recorded.

Control room number: 100

Why you should pay for quality journalism - Click to know more

Related Topics Bengaluru
Recommended for you
This article is closed for comments.
Please Email the Editor

Printable version | Jan 24, 2020 8:00:54 AM | https://www.thehindu.com/news/cities/bangalore/bbmp-set-to-get-centralised-control-room/article7905256.ece

Next Story