Daily Times

ISLAMABAD: The city managers are once again back on the drawing table as they are going to launch an old hat by declaring it a fresh initiative. The civic body’s new member administration, Yasir Perzada, has issued a notification to introduce a “complaint management system” to improve the quality of public service delivery.

“The newly established complaint management system, headed by the Chief Complaint Officer (CCO), would help redress grievances of the general public pertaining to different formations of the CDA and the MCI. A formal notification, in this regard, has been issued by the Member Administration of the CDA”, a press note stated on Wednesday.

It is worth mentioning here that almost every management introduced this kind of initiative in the recent past and appointed different officers as Chief Complaint Officer in every regime, but an effective and well-managed system could not be evolved so far.

The incumbent management is once again beating about the bush and instead of fixing loopholes in service delivery engaging in old methods to resolve public issues. When a household is forced to seek the help of a reference or use his approach for early delivery of a water tanker or some other service delivery then the administration should learn one thing that the system is not working properly.

However, what the management has declared an introduction of effective and efficient complaint management system, is being empowered by directing all formations of the CDA and the MCI to extend maximum possible assistance and relief to the public by taking immediate necessary action on all the complaints and queries. All formations will be bound to give their feedback on the action to the complainant within three days.

Furthermore, the directors of all formations have been notified as focal person of their respective directorate. All focal persons have been directed to ensure a close liaison with the Chief Complaint Officer regarding complaints redressal and public queries.

Moreover, the Chief Complaint Officer has also been directed to generate a monthly report regarding the progress of each directorate on the 3rd day of every month to generate an efficiency index of each directorate.

While responding on the failing of this system in past, the Director Public Relations CDA, Mazhar Hussain said: “Let the system work. The public will feel the difference whereas the proper check and balance would be maintained through preparation of the monthly report comprising the progress of each formation on individual basis.”