From a township in Pune, lessons for Delhi on resolving citizen grievances

In Pimpri-Chinchwad on the outskirts of Pune, the municipal corporation has put in place a system that allows citizens to get their grievances adressed without needing to approach a corporator. The system, called Sarathi, serves as a single window that also provides information on how one gets various civic works done.

Sarathi is among the models Delhi's Aam Aadmi Party government is looking at after Chief Minister Arvind Kejriwal promised a system to address citizens' grievances. Subash Ware, member of the Aam Aadmi Party's national executive committee, says he had suggested that Kejriwal take a look at Sarathi. "The CM said it seemed an interesting system to resolve grievances," says Ware. In Delhi, an AAP leader says, "We have looked at several grievance redress mechanisms throughout the country, and the Pimpri model is one of them. Parts of it are being incorporated in the AAP model as it has seen much success."

Sarathi has dealt with 71,000 requests and complaints in its first four-and-a-half months, and its managers claim to have resolved 90 per cent of 7,000 civic deficiency-related problems.

Sarathi, short for "system of assisting residents and tourists through helpline information", thrives on what Pimpri-Chinchwad municipal commissioner Shrikar Pardeshi calls "multiple channels of access to citizens". It guides the citizen how to deal with which question or problem, with 743 FAQs on 39 civic departments and the answers put up in a book and on a website, www.pcmchelpline.in. An e-book and a mobile app for providing information, too, have been launched.

A 7am-to-10pm helpline, 8888006666, helps resolves grievances in addition to giving information. Twelve operators provide the information and four monitor the complaints.

"The citizen can complain about water shortage, a choked drain or a nonfunctional streetlight," Pardeshi says. "The grievance is registered by the call operator in the form of an audio file. At the back end, a computer operator transcripts the grievance and an e-mail and an SMS are sent immediately to the concerned engineer or supervisor. Urgent grievances are to be resolved in 24 to 48 hours while others take a little more time. The resolution of grievances is discussed weekly in the meeting of heads of departments."

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