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RTC shelves SMS complaint facility
The ‘RTC Meekosam’, SMS based complaint facility, which was to be started by the Corporation about two years ago, is yet to take off.
Hyderabad: The ‘RTC Meekosam’, SMS based complaint facility, which was to be started by the Corporation about two years ago, is yet to take off.
The idea was conceptualised after formation of Telangana and during the period when the corporation was jointly working as APSRTC. According to a senior official, the idea was to address the grievances of the passengers.
The then RTC MD J Purnachandra Rao had asked the RTC officials to develop a mechanism to know the grievances of the passengers travelling in RTC buses and a quick response from the department.
Officials said that the passengers sometimes face inconvenience but they don’t lodge a complaint as it consumes their personal time. The passengers wanted a mechanism to address their problems so as to get better service from RTC during their next ride.
The project was supposed to be a mechanism for passengers to send their complaints through SMS to the concerned depot manager directly while travelling. The issues on which passengers could complain were to be displayed on board behind the driver seat. Codes were given like 1 for eve teasing in buses, 2 for rash driving, 3 for punctuality of service, 5 for not stopping at a bus stop, 9 for missing luggage etc.
A process of acknowledgement to the passengers after receiving the complaints through SMS and forward the same to the respective officers was also thought over.
Concerned officer would solve the problem within specified period and inform the action taken to the passengers through SMS and if the concerned official failed to respond to the complaint, it would be transferred to his superior.
The system was designed in December 2014 and was to be launched a month’s time by a private IT company (Ravulapati Tech Hub Pvt ltd). However, the system is yet to go live even after two years of the announcement. Sources said that the company had proposed to start the special toll free number and web portal within one month but could not do so.
A senior official told Hans India that the work on this service was going on for some time but later it was not taken up. Sources said that since the idea was conceptualised when the corporation was functioning as APSRTC, there was no progress on the subject and the MD who proposed the project was also transferred.
The official supervising the project was shifted to Andhra Pradesh in the process of bifurcation during mid 2015 and later on there was no discussion on this at the top level.
