The Navi Mumbai Municipal Corporation (NMMC)’s online application system that had kick-started a month ago has received a good response from residents.The NMMC had started 23 online applications–making it the first civic body in the country to do so in order to maintain transparency and accountability. Out of these, two applications–e-grievances redressal system and building permissions–have proved to be popular among citizens from the satellite city.
So far, the corporation has received as many as 120 building permission applications, of which 108 were rejected for lack of documents. Among the e-grievance applications, out of 229 complaints recevied in this one month, 115 have been resolved.
Civic chief Tukaram Mundhe said that this can be replicated by other corporations as well without making any modifications. “The NMMC is the only corporation in the country to have introduced such applications which have been time-tested and and have helped citizens.“
Citizens have to just visit the site and select the category of the complaint. It then gets posted automatically to the concerned official who is expected to act on it within 24 hours or the same is flagged off to the higher ups.
“I get the details of the status and age analysis of complaints by citizens and those resolved on a daily basis. After the complaint is resolved, citizens are required to evaluate the resolution with a satisfaction index and this is analyzed,“ said Mundhe.
If the department personnel fails to resolve the complaint and sleeps over it then his or her ranking goes down. This is then reflected with a negative scoring in the service record and annual appraisal. In this system the category of complaint is mapped with the concerned department and it has become user friendly. Till recently, citizens were forced to run from one official to another to register a complaint. At times, complaints were never resolved. The other key service is relating to building permissions.In this system if the requisite documents are not uploaded then the system will not allow one to upload the application,“ said Mundhe.