EDMC to get complaints call centre

Now, east Delhi residents will not have to visit the corporation office for registering complaints or making enquiries as the EDMC has decided to open a centralised call centre for the purpose next year.

The upcoming call centre will function as the co-ordinating body between the city residents and different departments of the East Delhi Municipal Corporation. It will run from corporation’s headquarter in Patparganj industrial area.

According to the civic agency officials, the call centre professionals will answer queries about the services provided by the corporation, register complaints and forward them to officers concerned. Also update the complainant about the action taken report.

They will answer queries related to services like sanctioning of building plans, applying for trade licence, aspects of outstanding taxes and fees, said a senior corporation official. “Residents can also call on board numbers to seek details like contact numbers of concerned officials.”  

Special software

“The call centre representatives will also log the grievances of citizens into the universal complaint registration software of the corporation, making it easier for the officials concerned to access them,” he added.

“If required they will also transfer the information to the officer concerned. Unredressed complaints shall be sent to the higher levels.”

Officials said the call centre will be manned by a private agency selected through open tender for a period of two years. The total cost of establishing and running the call center will be Rs 26 lakh.

East Corporation officials said the agency will have to hire bilingual professionals fluent in Hindi and English.

“They would also have to be trained in call centre work.”

“Corporation officers may also take interview of each of the call centre professionals to check whether they meet the eligibility requirements,” added the official. Officials may also verify their original credentials.

The call centre will function 24x7 for three months — July 1 to September 30, and between 6 am and 10 pm for the rest nine months.