A new wave of convenience is transforming the lives of residents in Raipur. Yogesh Ghritlahare, a resident of Kharora, is among many who have experienced significant benefits from the Raipur district administration’s grievance redressal call centre. Thanks to this initiative, he no longer needs to navigate multiple government offices or wait for official signatures to obtain domicile certificates for his children. This call centre, aimed at providing prompt solutions to citizens’ problems, has greatly streamlined administrative processes for residents across the city.
The Raipur District Administration, launched this call centre to ensure that citizens, especially those in remote or underserved areas, receive swift and effective assistance. Designed to resolve issues within 48 to 72 hours, the call centre is a key component of the administration’s effort to make governance more accessible and responsive. It addresses a range of concerns, from obtaining essential documents like caste and income certificates to resolving infrastructure issues such as water supply, cleanliness, illegal plotting etc. Through the call centre, 84.42% of the total requests have been resolved, 6.38% remain pending, and 9.21% are currently on hold.
For Yogesh, the call centre has been a game-changer. “Previously, acquiring my children’s documents involved a lengthy and complex process. Now, a single phone call to the call centre has simplified everything and saved me valuable time,” he shares. His positive experience reflects the widespread benefits experienced by numerous residents throughout Raipur.
The call centre’s impact is evident in various parts of the city. Komaal, a resident of Gudhiyari, was facing a limited water supply, with only 15 minutes of water available daily. After filing a complaint with the call centre, the municipal team promptly addressed the issue, resulting in a significant improvement in water availability. She says, “The response was quick and effective. We now have access to water for more than an hour each day, which has made a huge difference.”
Similarly, in Professor Colony, residents were dealing with problems due to filth accumulating on government land. Praveen Tiwari, a resident, reported the issue through the call centre. The prompt response from the municipal team resulted in a thorough cleaning of the area. “The call centre made it easy to report and resolve the issue quickly. It’s a great initiative,” says Praveen.
Collector Dr. Gaurav Kumar Singh emphasises the transformative impact of the new campaign, highlighting its potential to reshape public grievance redressal. According to Dr. Singh, this initiative represents a significant leap forward in the district administration’s approach to handling public concerns. Mirroring the innovative governance model of Chief Minister Shri. Vishnu Deo Sai, the campaign ensures that all grievances submitted through the call centre are addressed within 48 hours in the first phase and within 72 hours in the second phase. This streamlined process is designed to enhance efficiency and responsiveness. The campaign extends its reach to the most remote villages, allowing residents in even the most isolated areas to have their issues resolved. Furthermore, the initiative is inclusive, providing differently-abled individuals with a direct channel to communicate their grievances to the district administration. Through this campaign, a substantial improvement in public service delivery is envisioned, fostering greater community engagement and satisfaction.
