Pimpri: In its ongoing efforts to enhance citizen satisfaction and enforce accountability, the Pimpri Chinchwad Municipal Corporation (PCMC) has strengthened its Smart Sarathi Grievance Resolution System by introducing a comprehensive feedback mechanism. Under this initiative, feedback calls are made to complainants after the closure of their complaints to evaluate satisfaction levels and identify gaps in service delivery.

Between November 1 and December 9, PCMC resolved a total of 8,076 complaints through Smart Sarathi. Feedback was collected for 5,349 complaints, revealing that 63% of the complainants expressed satisfaction with the resolution, while 8% of the complainants expressed dissatisfaction, with 2% of among these reporting that their complaints were closed without any action. As many as 29% of the complainants did not respond.

Commissioner Shekhar Singh expressed concerns over the practice of closing complaints without resolution and announced strict measures to address the issue. 

"Any complaint found closed without resolution will be forcefully reopened through the system by the administration until the grievance is addressed properly. Furthermore, the complainants will receive a second feedback call to ensure they are satisfied with the redressal," he said.

He also emphasized the importance of departmental accountability, stating, "The feedback mechanism under Smart Sarathi is a crucial step towards making governance more transparent and responsive. Heads of departments must ensure timely and effective resolution of complaints. Strict action, including suspension and initiation of departmental inquiries, will be taken against those responsible for such lapses. Accountability is non-negotiable, and citizens’ concerns must be prioritized."

Facility to reopen complaints for escalation

In addition to feedback calls, PCMC has, for the past 6 months, introduced a facility for citizens to reopen complaints if they feel their grievances were closed without resolution. Once reopened, such complaints are automatically escalated to senior officials to ensure proper action. This mechanism ensures that no grievance is ignored and reinforces PCMC's commitment to responsive governance.

Pattern-based action through Grievance Analysis

PCMC has also initiated broader pattern analysis of complaints to identify root causes and systemic issues in specific areas. By analyzing why certain areas receive a higher number of complaints, the corporation aims to implement proactive, large-scale solutions rather than addressing issues on a case-by-case basis. This data-driven approach will help address recurring problems and improve overall service delivery.

Forceful Reopening: Complaints closed without action will be reopened through the system, and departments will be directed to initiate corrective measures.

Escalation and Accountability: Reopened complaints will escalate to senior officials for immediate attention.

Strict Disciplinary Measures: Non-performance will attract strict action, including suspension and departmental inquiries against erring officials, stated a press release.