One helpline for all civic agencies: Pilot project begins

BENGALURU: Soon, you can forget having to stand in long, winding queues outside government offices to file complaints.Mindful of the ‘IT hub’ tag for Bengaluru, the government is working on bringing out a new interface which will take complaints for several agencies under one roof. On Tuesday, a small pilot for the project was launched.

Currently called the ‘Bengaluru Helpline’, the project -- which includes a website as well as a mobile app -- will bring together several departments like the Bangalore Metropolitan Transport Corporation (BMTC), the Bruhat Bengaluru Mahanagara Palike (BBMP) and the Bangalore Development Authority (BDA) under one umbrella.

While most of the agencies included in the pilot already have a ready setup to handle complaints from residents, bringing them under one roof will serve the citizens better as they will have a single window system to voice all their complaints, officials said.The project will integrate the call centre, the complaint management work-flow and other sub-systems with the Bengaluru Helpline and provide a tracking system wherein the complainant can simply check the progress through their app or on the website.

The move, if successful, will be a welcome change for citizens. “If it can beat the hassle of having to follow up with the departments on our own and be met with unfriendly or overworked staff, it would be a great application that every resident of Bengaluru would love to use,” said Kaushik Banerjee, an app developer.

In order to make this successful, co-ordination meetings are currently being held among departments to chalk out details on how the process would function.The project with around seven agencies is expected to be launched soon and work on the website and the app is in the final stages of completion, sources said.

AGENCIES

BMTC
Karnataka Fire and Emergency Services
BMRCL
BBMP
BDA
BESCOM

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