Bhubaneswar: Bhubaneswar One helpline, a unified 24X7 number to address citizens’ grievance for BMC, BSCL, BDA and CRUT (Capital Region Urban Transport) has been launched by Bhubaneswar Smart City Limited on Wednesday.
Culture and Tourism Minister Ashok Chandra Panda launched the Bhubaneswar One Helpline number at a special function in presence of Mayor Ananta Narayan Jena and Bhubaneswar MLAs.
Citizens can now call up the single toll-free number 1800 345 0061 or Landline number 0674 2548295 to register their complaints and grievances regarding all services provided by the four city agencies BMC, BSCL, BDA and CRUT.
The single number for effective grievance redressal and control room facilities will have a robust escalation mechanism for quick redressal of citizen grievances while at the same time provide information to the complainants through SMS on their mobile numbers.
All the complaints on this unified Bhubaneswar One helpline number will be received by dedicated operators through Central Grievance Redressal Management System at Bhubaneswar Operations Centre.
All the complainants will be provided with system generated ticket number for their complaint and will also be updated periodically on the redressal status of their grievance.
The details of the complaint or grievance will be redressed by the designated Grievance Redressal Officers (GROs) of the respective agencies within a stipulated timeframe, beyond which the same will get escalated to the higher authorities for redressal.
The entire process will function through a dedicated Central Grievance Redressal management Application wherein officials from city agencies will be assigned log in details for effective redressal of citizen grievances related to their respective organisations and departments.
The helpline will be functional 24X7 from the Bhubaneswar Operations Centre (BOC), wherein dedicated operators will work in three shifts.
While there will be a single toll-free and another landline number, over the period of time as per the call frequency, the number of lines will be increased.
However, the number 1800 345 0061 will remain the same. New facilities such as dedicated Mobile App will be introduced in coming months.
This unified helpline number will provide an easy mechanism for citizen to register their complaints, issues, grievances, enquiries and suggestions while simultaneously monitor the progress on the action taken by the authorities on their complaints regarding all city services including all municipal services, emergency services such as waterlogging, transport issues as well as all issues related to BMC, BSCL, BDA and Capital Region Urban Transport.