A computerised system has been put in place to receive and respond to complaints lodged by general public, the sources said.
Software based complaints receipt, tracking and address system has been introduced in ICTA for Complaints Management. Citizens who come for availing various services are registered in the system first, providing information such as Name, Address, Nature of Visit and Mobile Phone Number, the sources said.
An automated message is sent to citizen containing various options for lodging their complaints via SMS. The SMS they send is logged in the system as complaint and followed up accordingly, the sources added.
Deputy Commissioner Amer Ahmed, informed that in the first phase, the system was deployed in the Excise and Taxation Department and in the second phase, it has been initiated in the Registration Branch of the Joint Sub-Registrar Office.
The sources, quoting DC’s directions, said, an Assistant Commissioner has been designated as the complaint cell in-charge to monitor these complaints and the Deputy Commissioner randomly also calls some of the numbers to personally inquire regarding the services being provided at the two offices.
It was further informed that in the next phase, this system shall be rolled out to the Revenue Centres and in all other branches of DC Office, such as Domicile, IDP, Arms etc. This will improve the response mechanism and disposal of complaints in an organised manner.
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Autor(en)/Author(s): Shakeel Anjum
Quelle/Source: The News International, 27.10.2013
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