Bangalore Development Authority launches software system to speed up grievance redressal

Bengaluru: Bangalore Development Authority (BDA) has rolled out a three-tier software-based system for handling public requests, complaints and appeals. The initiative, led by BDA chairman NA Haris, aims to provide time-bound solutions to civic issues.

The integrated public grievance redressal system (IPGRS), accessible through a web app, now allows citizens to lodge complaints online. Additionally, a citizen assistance cell has been set up, and grievances can also be submitted through a dedicated helpline (9483166622) from 10am to 6pm, or in person at BDA's PRO section. All complaints are documented and tracked through a token-based system that also provides SMS-based updates on the status and closure of the grievance.

To ensure efficient implementation, BDA has designated its secretary as the nodal officer, special land acquisition officer (DSKL-6) as assistant nodal officer and PRO as coordinator. The redressal mechanism mandates a resolution or a formal response within 30 days. In cases where action cannot be taken due to BDA rules, an official endorsement is provided and the case is closed.

If the complainant is not satisfied with the resolution, the issue is escalated to weekly public review meetings conducted every Thursday afternoon. These meetings are held zone-wise in the presence of both officials and citizens. A pilot meeting held on July 3 saw participation from 20 out of 30 applicants, with six complaints resolved on the spot and timelines assigned for the rest.