A new mobile application—Swachhata—launched by the Ministry of Urban Development, Government of India is playing a bigger and rather quick complaint redressal part in citizens life. The application enables a citizen to post any civic-related issues.
Citizens can download the mobile application and use it to file complaints. The complainant [only] needs to take a picture of the complaint they see on the ground and post it through the application. The complaint gets automatically forwarded to the Municipal Corporation for further action, and the matter is assigned to the concerned sanitary inspector.
For citizens, it’s a simple process to follow. A citizen, after downloading the application, is required to take a picture of the issue, upload it on the application and select an appropriate category, such as garbage dump, garbage vehicle not arrived, etc.
After registering the complaint, the citizen (complainant) will get regular updates on the status in the form of a push notification. After completion, the sanitary inspector changes the status to “resolved”. Here, the complainant can reopen the complaint if the response is not satisfactory.
The authorities must address the complaints in strict service-level agreements (SLAs). They address issues such as garbage dumps and overflowing dustbins in 12 hours.