AMC launches 155303 service to receive civic complains on phone

Ahmedabad, 8 July 2013

After Vadodara, today Ahmedabad Municipal Corporation(AMC) launched Comprehensive Complain Redressal System (CCRS). With this, the citizens will now be able to register complains regarding various departments of AMC through a six digit phone number 155303.

To receive complains on phone, the AMC has activated a centralized call center with 30 lines in the basement of ‘B’ building at AMC headquarters. A six digit number 155303 has been activated to receive complaints. The call center will function between 8.00 am and 10.00 pm. During rest of the hours, complaints shall be registered through Interactive Voice Response System(IVRS). The complainant in such cases shall be contacted by call center operator next day on phone.

Once a complaint is filed, complainant will get a unique number through SMS. As per the system, the field officers will work on the complains and update the status of whatever work done online. A complainant will be informed when the problem is solved. If complaints are not solved in prescribed period, the system will automatically notify higher officer. The data of various types of complaints will be analyzed for future planning and administration of city.

At present, as many as 204 types of complaints of 24 departments are covered under this system. Any citizen would be able to register his complaints, which will be later solved by ward level officer. Higher officers of concerned department will be able to check the status of complaint.

Generally, Engineering, health, solid waste, tax, garden, CNCD, estate and light departments receive highest number of complaints. Complaints are presently received through various ward offices and various department and zone control rooms. May complaints are received through web too. Thus each complaint is received through various channels and are solved like that. The problem with present system is that, it is decentralized, and therefore it becomes difficult to trace how many complaints are received, and how many are cleared. Therefore a decision was taken to start a single number single window system through website.

Ms. V.B.Soft India Limited was assigned the job to procure suitable hardware and centralized web based software. Accordingly a centralized call center has been set up.

At present there are five ways of registering complaint with AMC. First is online node through www.egovamc.com, second through email, third through call center, fourth through SMC and fifth through ward office. For SMS one will need to send ” SMCCRS NEW ” to 56070 through mobile phone.