BBMP to set up social media grievance redressal centre

Soon, citizens can get in touch with the BBMP through Twitter, Facebook, e-mails and SMS to resolve civic grievances.

To address people’s problems posted on social media, the Bruhat Bengaluru Mahanagara Palike (BBMP) has floated a tender to set up a Unified Grievance Management System (UGMS).

The UGMS will be housed at the BBMP’s head office, in annexure building 2.

“We have called a tender to set up a call centre too along with the UGMS. The grievances posted on social media will be directed to the concerned departments for resolution,” BBMP special commissioner Randeep told DH.

In December 2018, the BBMP had called a tender to set up a 24/7 centralised command and control centre to monitor Solid Waste Management (SWM). “UGMS will be set up along with the proposed 24/7 centralised command and control centre to monitor SWM,” said Randeep.

In 2017, the BMRDA (Bangalore Metropolitan Region Development Authority) had set up a social media centre. Now though, it is being used by the city development minister, the BDA and also the BBMP.

The BMRDA centre was inaugurated by former Bengaluru Development and Town Planning minister K J George. Once the BBMP’s new social media centre is completed, all the BBMP related social media complaints will be routed there.

The BBMP will be spending around Rs 5.9 crore to set up the state-of-the-art SWM command centre and the social media centre. The proposal for the social media facility was put forward in 2015.

Currently, the BBMP is running a telephonic control room to address grievances from the head office. The facility has eight control rooms in all the zones with a separate centralised system at its training centre (IPP centre) in Malleswaram.

As of now, the Bengaluru Traffic Police is responding to complaints received through social media.