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Reports by Citizens who have used the OCMS
Adopting the Online Complaint Monitoring System will help in the following ways
- The ease of use decreases the time we waste in lodging complaints --not to mention the saving in money terms
- False redressal of complaints will get reduced
- Chronic complaints will be identified and then solutions can be worked out to reduce such chronic complaints
What the OCMS system does
It registers complaints from the citizens, the ward offices, 1916 and the central control room
It allows complaints to be tracked by everybody from the internet
It allows complaints to be seen across all levels in the BMC at the same time –transparency increases
How does it work
Complaints are fed into the centralised complaints database by a variety of methods :--
- Thru the internet by citizens who login to www.praja.org
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- Directly by the complaints officer at the ward office ,
- By fax to the ward offices or the central complaint room,
- By calling up 1916,
- Handwritten or hand delivery in the despatch section,
- By post or courier,
- By phone complaints to the ward office.
SMS is planned in the future.
After feeding the complaint the complainant gets a complaint number and a tentative timeframe for redressal of grievances.
After a certain time interval he can log onto www.praja.org or call up 1916 or ward office numbers to check the status of his complaints.
If no action is taken on the complaint it automatically escalates up the chain of command and one can see the response of the department.
Reports by Citizens who have used the OCMS
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