24X7 helpline for citizens’ grievances

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Bhubaneswar: Bhubaneswar Smart City Limited (BSCL) Wednesday launched Bhubaneswar One helpline, a unified 24X7 number, to address the grievances of citizens.
It was launched by Culture and Tourism Minister Ashok Chandra Panda at a special function in the presence of Mayor Ananta Narayan Jena and Bhubaneswar MLAs.
Now, the citizens can dial the toll-free number 1800 345 0061 or landline number 0674 2548295 to register their complaints and grievances regarding all services provided by the four city agencies – Bhubaneswar Municipal Corporation (BMC), BSCL, Bhubaneswar Development Authority (BDA) and CRUT (Capital Region Urban Transport).
The unified number for effectively dealing with grievances and control room facilities will have a robust execution mechanism. At the same time, it provides information to the complainants through SMS.
All the complaints on this helpline number will be received by the operators through Central Grievances Redressal Management System at Bhubaneswar Operations Centre.
All the complainants will be provided with system generated ticket number for their complaints and will also 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 timeframe, beyond which the same will get referred to the higher authorities.
The entire process will function through a dedicated Central Grievance Redressal Management Application wherein officials from city agencies will be assigned log in details for effective redressal of citizens’ grievances related to their respective organisations and departments.
The helpline will be functioning round-the-clock from the Bhubaneswar Operations Centre (BOC), wherein dedicated operators will work in three shifts. Though there is a toll-free and a landline number for the time being, over a period of time as per the call frequency, the number of lines will be increased.
However, the number 1800 345 0061 will be functional. New facilities such as dedicated Mobile App will be introduced in coming months.
While this unified helpline will provide an easy mechanism for citizens to register their complaints, issues, grievances, enquiries and suggestions, it simultaneously monitors the progress on the action taken by the authorities on citizens’ complaints regarding all municipal services, emergency services such as waterlogging, transport issues as well as any other issue related to BMC, BSCL, BDA and CRUT.