Photo: Express
Lahore: In some cities of Punjab, ‘Baldia App’ has been launched for immediate registration and redressal of complaints related to municipal services, improvement of environment and social facilities.
According to the details, the list of these cities includes Daska, Hafizabad, Jhelum, Kamonki, Murid K, Wazirabad, Gojra, Jaranwala, Jhang, Kamalia, Okara, Bahawalnagar, Borewala, Kha Newal, Kot Addu and Wahari.
According to officials, citizens can now file complaints through the web portal in addition to the mobile phone app. Urban development experts say that the implementation of such services is best, but citizens will benefit from this app only when there is a quick response and redressal of complaints.
The Punjab Municipal Development Fund Company (PMDC) has launched the Baldia App under the Punjab Cities Program which can be downloaded in both iPhone and Android mobile phones.
Syed Zahid Aziz, Managing Director of PMFDC said that Complainant Tracking System (CTS) was already launched under Punjab Cities Program (PCP) for complaint management system. The grievance redressal mechanism under GRAM has been upgraded so that citizens can register their grievances online using the Android/iOS application.
Syed Zahid Aziz says that during the provision of municipal infrastructure services such as construction of roads, streets, installation of sewerage system, including environmental pollution problems, citizens also face difficulties and the transportation system is affected.
Under the Punjab Cities Program, organizations have been mandated to take safety measures during infrastructure projects, but if an organization does not do so, the people of the affected area can file a complaint.
He further informed that currently 16 municipal committees have been included in the Punjab Cities Program to strengthen the system of local government bodies through better governance and planning. This project is being implemented with the support of the World Bank.
Municipal Officer Infrastructure and Services has been appointed as the focal person to handle complaints received through Baldia app, web portal or complaint number. Designated Officer will receive complaints through web portal, mobile, telephone and in person.
After the complaint is filed through the portal or app, the system will automatically send email and SMS to the concerned departments, officers about the received complaint. In case the complaint is not resolved within the stipulated time, the complaint will be automatically escalated to the higher management.
The complainant will also be informed about the progress of his complaint through SMS and email, once the complaint is resolved, the citizen will provide feedback if satisfied or not.
Abdul Rehman from Gulbarg Lahore says that the launch of the Baldia app is a great step but the people will benefit only when their complaints are acted upon. Otherwise, all the government departments have provided such complaints app and social media platforms, where there is no response for filing complaints.
Another citizen Ayesha Amir says that every day there is some problem in her area. Even after filing complaints with the concerned department, the staff do not work until they are bribed. Even those who come to pick up the garbage now come to ask for money after a month, if they refuse, no one picks up the garbage. It is possible that these issues can be resolved by filing complaints through the app.
Urban development expert Parvezaqbal says that the use of modern technology and tools for the convenience of citizens and redressal of grievances is very important but it will be beneficial only when the monitoring system by the department is strengthened.
If the complaints of the citizens are given immediate response then surely this app and web portal will be beneficial. It is not enough to forward the complaint received by a citizen to the concerned department, but it is a matter of implementing and resolving the complaint.
Pervez Iqbal further says that if a department does not respond to complaints, or if the complaint is not resolved, then strict action should be taken against such persons and departments, in this case these tools can be successful.
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