November 10, 2001

COMPUTERISED COMPLAINTS REGISTRATION SERVICE LAUNCHED FOR RESIDENTS OF CENTRAL GOVERNMENT HOUSES IN DELHI

        The Minister for Urban Development and Poverty Alleviation, Shri Ananth Kumar launched, here today, the Interactive Voice Response System (IVRS) & Website, for the Central Public Works Department (CPWD) for registering service requirements and complaints in Delhi.

        Speaking on the occasion, Shri Ananth Kumar said that the IVR System is a step forward in e-governance, which is targeted at three Rs – reform, response and relief. Pointing out that the computerised registration of complaints will lead to more transparency in the activities of CPWD, the Minister emphasised the need for prompt and effective redressal of public grievances. "If there is transparency in every sphere of our functioning, there will be no scope for corruption", the Minister added.

        Shri Ananth Kumar also announced setting up of a review committee for reforming, restructuring and reinventing the role of CPWD so that the organization could become a powerful vehicle for construction, operations, maintenance and consultancy.

        The IVR System, developed by the NIC, is web based and enables the residents to record their complaints pertaining to maintenance of housing assets of the Central Government over telephone on to a computer and simultaneously provides managerial tools to the CPWD officers to monitor the disposal of these complaints.

        A unique code has been developed, in the IVRS, to identify each service centre and each house. This uses specified prefixes and suffixes to the house number. The residents will be intimated about this system through brochures/leaflets. Each resident will have to use these codes to register his complaint.

        The system is fully automatic and prompts the user to give response to various options. It not only helps the user to register a new complaint it also helps him in finding out the status of an old complaint. In case a resident is not satisfied with the work done by CPWD staff, the complaint can be reactivated by him.

        The system allows officers of CPWD not only to have a macro view of each service centre but is also possible to have micro view of each house. This will also help in pin pointing problem area so that effective steps can be taken to solve them.

        Since it is proposed to have a complete database of all the allottees it would be useful for other requirements also.

        At present the system has been introduced, as pilot scheme, in one service centre at Chanakyapuri and one service centre at South Avenue. It is proposed to extend this to other areas also very shortly.

        It will, ultimately, be linked to the Directorate of estates so that vacation and occupation reports can be sent online. It would also help in identifying vacant houses and facilitating their quick allotment.