Pune Municipal Corporation plans new WhatsApp helpline, citizens cynical about its efficacy

PUNE: Fed up with the poor response from Pune Municipal Corporation (PMC) to their regular complaints, citizens could now hope for better solutions if the civic body’s new real time redressal system works out.
The PMC has planned to come up with a WhatsApp-based helpline to field complaints on issues like encroachments and illegal hawkers. The aim is to give an apt platform to the public to raise plaints. The numbers will be linked to various ward offices, so that the official concerned at the local level can be alerted immediately.

But civic activists and citizens’ groups, although welcoming the idea, are doubtful about the efficacy of the newly planned grievance redressal system. They say civic officials do not have willingness to resolve civic issues, which is the mindset that has kept many such problems pending for long in the first place.
PMC officials said every ward office will have one coordinator for this complaint system. The anti-encroachment inspector of each ward office will make sure that teams are sent to the problem spot to take care of problems.
A senior PMC official said, “Once a complaint is resolved, it will be conveyed to the officer in-charge. Photos of action taken by PMC will then be sent to the WhatsApp helpline co-ordinator and forwarded to the complainants.”
The civic administration has a handful of existing platforms for citizens to lodge complaints, such as the PMC Care call centre and forums on social media platforms. However, complainants said these platforms lack interactive tools and the responses are simply mechanical.
Satara Road resident Sanjay Shitole, who has raised many complaints on civic issues with PMC, said senior officials should keep a regular watch on citizens’ problems. “The existing system provides no replies with proof of resolution. Often, complaints are simply closed online without any on-ground action. The new system should ensure that citizens get evidence,” he said.
Madhav Jagtap, head of PMC’s anti encroachment department, said, “The system is in the process of being rolled out and its works are in the final stages. It will start soon, and the numbers will be made public.”
PMC officials feel the helpline will help expedite the ongoing drive against encroachments. The drive against illegal structures began on March 17, under which 45 key roads are being targeted with manpower of 250 people.