NEW DELHI: Centre’s push to resolve sanitation-related grievances in cities is delivering results since it launched the “Swachhta-MoUD” app, which enables citizens to lodge complaints.
So far 11 lakh complaints have been lodged using the app in the past 10 months for issues, including delay in clearing of bins, arrival of garbage vehicles or removal of dead animals, and more than 85% of these complaints have been resolved.
While three cities from Madhya Pradesh – Gwalior, Jabalpur and Ratlam – have excelled in resolving issues quickly, the municipal bodies of Delhi rank below 100 among 1,784 civic bodies that are linked to the app. Mumbai and Navi Mumbai rank 39 and 44 respectively while Chennai ranks 66 in the list.
“This dynamic ranking of cities happens on daily basis based on the responsiveness of agencies, citizens feedback and user engagement. The time frame of resolving grievances has been fixed for each type of complaint. Each civic agency is aware about the service level agreements,” said an urban development ministry official.
The data accessed by TOI show that 40% of the complaints are regarding delay in clearing garbage dumps and similar share of complaints are in regard to areas which haven’t been swept. Barring removal of dead animals, for which the maximum time allowed is 48 hours, all other complaints need to be resolved within 12 hours.
Explaining how the app works, an official said after a complaint is lodged, it goes to the central server. Then it goes to the civic agency for action. The complainant is informed at each stage about the status. If it’s not addressed within the given time frame, it gets escalated to higher level for action.
“Once the complaint is resolved, the agency concerned puts an updated photograph for proof. If the complainant is still not satisfied, he can reopen the complain. We, state agencies and even Janagraha (an NGO) do review the progress from time to time,” said an official.