Daily Times

ISLAMABAD: The city managers are preparing to introduce a responsive complaint management system to improve service delivery in the capital city.

The Information Technology Directorate of the Capital Development Authority (CDA) is making all out efforts to finalise the said system within a month or two, which is being prepared indigenously.

The new system will involve a two way communication methodology and empower the citizens to register their complaint through the CDA website. In response to each complaint, a confirmation message will be sent to the complainant on his/her mobile phone number provided in details.

A tracking link would also be generated and sent to the complainants for their record and further pursuance of the complaint.

On the back end, each complaint would be disseminated to the concerned director for compliance, who will be bound to act upon the same within a specific time frame.

If the system will be implemented as it is being told then not only the complaint management system would be channelised, but the performance of each directorate could also be monitored separately.

Under the new online system, the citizen would be able to lodge their complaints regarding problems in water supply, poor sanitation conditions, faulty street lights and to end encroachments.

Sources briefed that the system is going to be invented on the directions of Member Administration CDA, Yasir Pirzada, who is also working to introduce the e-filing system in the civic body.

“If this system would be implemented successfully then a mobile app to lodge complaints would also be made to facilitate the masses,” an insider said.

To create a check on CDA officials, a confirmation message would also be sent to the complainants after fixing their problems. Anybody can contact the civic body, if he receives such a confirmation message without the problem being resolved.

An already appointed Chief Complaint Officer CDA will overlook the system and fix the issues faced by said system time to time.

When contacted, the IT Directorate declined to comment on the system and referred to the Public Relations Directorate CDA. However, the Director PR Directorate, Mazhar Husain said: “The system is in its formulation phase and soon it would be implemented in its final shape, which will defiantly help citizens in resolving their problems.”

On the other side, some officers of the authority criticised the system by arguing that it was not possible in the present circumstances of the authority, when it is facing serious financial crunch.

A responsive complaint management system is already working in several private sector organisations while a best example of such systems is currently working in PTCL, which is a utility provider.