Capital gets one helpline for all city services

BHUBANESWAR: IN an effort to streamline the grievance redressal mechanism of the Smart City, Bhubaneswar Smart City Limited (BSCL) on Wednesday launched a unified 24X7 helpline service.
The ‘Bhubaneswar One Helpline’ will allow citizens to register complaints on a single platform for services provided by four city agencies -- BSCL, Bhubaneswar Municipal Corporation (BMC), Bhubaneswar Development Authority (BDA) and Capital Region Urban Transport (CRUT). 

“Citizens can now call up single toll free number 1800 345 0061 or 0674-2548295 to register their grievances regarding all services provided by the four agencies. The single number for effective grievance redressal and control room facilities will have a robust escalation mechanism in quick redressal of citizen grievances and at the same time provide information to complainants through SMS,” said BSCL officials. The BSCL officials explained that the helpline will be functional 24X7 from Bhubaneswar Operations Centre (BOC), the modern command and control centre where dedicated operators will work in three shifts.

“The number of phone lines will be increased over the period of time as per call frequency,” officials said. “The number 1800 345 0061, however, will remain the same,” sources said.Under the new system, all the complaints on this unified helpline will be received by dedicated operators through Central Grievance Redressal Management System at BOC and complainants will be provided with system generated ticket number and they will be updated periodically on the redressal status of their grievance.

The details of the complaint or grievance will be redressed by the designated Grievance Redressal Officers (GROs) of the respective agencies within a stipulated time frame, beyond which the same will be forwarded to the higher authorities for redressal.The entire process will function through a dedicated Central Grievance Redressal management Application wherein officials from city agencies will be assigned login details for effective redressal of citizen grievances related to their respective organisations and departments, officials said.

Launching the new initiative at BMC office, Culture and Tourism Minister Ashok Panda said the unified helpline will provide an easy mechanism for citizens to register their complaints, issues, grievances. BSCL officials informed that a dedicated Mobile App for citizens will be introduced in coming months.

Smart City project
Call 1800 345 0061 or 0674-2548295 to register grievances regarding all services provided by four agencies
Numbers can be used to register complaints against BSCL, BMC, BDA and Capital Region Urban Transport
Helpline will be functional 24X7 from Bhubaneswar Operations Centre, the modern command and control centre where dedicated operators will work in three shifts