Pune's 360-degree framework to focus on citizen satisfaction

Wed, 2018-08-22 13:21 -- SCC India Staff

Pune care

The Pune Municipal Corporation (PMC) has always been a forward-thinking civic body. PMC wants to enrich the life of each citizens by enhancing quality of service delivery. PMC realised that addressing grievances is not enough for providing responsive governance. Assistance, response and engagement are the three key pillars of our CARE framework to bring civic administration one step closer to Punekars. Being one of India’s biggest IT cities, Pune is home to world leading IT companies.

Keeping in mind the needs of citizens, PMC proposes to embrace technology to harness the power of digital channels in addition to existing ones. PMC CARE aims to provide multiple channels for all segments of citizens in Pune. PMC CARE also acts as a 360-degree framework where the primary focus is citizen satisfaction on every aspect of service delivery of civic administration. PMC CARE also aims to capture citizens’ feedback to improve service delivery continuously.

Citizens are at the core of its CARE framework. And now, citizens can avail multiple services on the go, provide feedback over a call or via the web, or use social media platforms through mobile phones to report issues. Citizens’ collaboration and engagement would be the key to success for responsive governance. For digitally savvy citizens social media channels are available while for others SMS facility and call center number is present. With PMC CARE, PMC aims to cater to every citizen across several socio-economic sections.

Beyond FAQ assistance, various channels are available to citizens under the PMC CARE framework. Facilities such as a call center and SMS number are available for citizens to communicate with PMC. For digitally native citizens, PMC CARE has a full-fl edged social media presence through an app, Facebook page, Twitter handle, Google Plus handle and even a WhatsApp number. So, now PMC is just a call or few clicks away!

Since the advent of smartphones, apps were the way to the future. Be it Android or iOS, both have millions of apps catering to a wide variety of needs. As more and more of Pune’s citizens use smartphones, it becomes imperative to have a mobile app for PMC CARE. PMC CARE’s app is known as ‘PuneConnect’. Through this unique app, citizens can avail of a host of services from PMC. The app also has the facility to notify citizens based on geographic division, about important things such as water cuts, traffic updates and more. Information about ward offices, details about officer, their contact numbers, etc. are also available via PuneConnect. The power of the ordinary citizen has never before been so extraordinary.

The core thought behind PMC CARE was to be a citizen-oriented grievance registration and suggestion sharing initiative. With this unique framework the PMC aims to empower every

Punekar, by simplifying their daily lives. As part of PMC CARE several services are available to help citizens. To ensure that PMC CARE is widely adopted by every citizen of Pune, the citizen touchpoints to avail these services have been simplified and streamlined.

In order to provide service in a time bound manner through various channels, PMC has also digitised its key services. PMC has also embraced Right to Service Act, 2015 for assured service delivery by integrating these services with the RTS portal. PMC plans to integrate all certificates with Digital Locker. Now citizens can say goodbye to queues and frequent trips to avail services.