Complaint Tracking System

Citizen satisfaction with the performance of TMA is an important touchstone of quality of municipal services being provided. Unfortunately no administrative mechanism could be developed for addressing the complaints of citizens. As a corrective measure, PMDFC stepped forward to establish complaint cells in its partner TMAs. It may also be noted that due to the significance of a complaint cell, second core indicator of each municipal service pertained to the number of complaints registered and resolved with respect to that service. PMDFC adopted the following 4 step strategy for implementation of CTS:

1. Situation Analysis in TMAs
2. Design of Complaint Tracking System
3. Establishing Complaint Cell
4. Monthly Reporting & Data Analysis

Citizens of a TMA can get their complaints registered even through telephone on the number advertised by TMAs. In this regard, PMDFC introduced this intervention in two stages; Manual and Computerized. The manual Complaint Tracking System (CTS) is functional in all phase-I (37) Partner TMAs and out of these 35 TMAs have adopted Computerized Complaint Tracking System (CCTS). This system is also under implementation in Phase-II (68) partner TMAs.