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Water Board sets up GMITRAs to address grievances
The Hyderabad Water Supply and Sewerage Board (HMWS&SB) has formed a Grievances Monitoring and Information Technology (GMITRA) in order to facilitate citizens.
Hyderabad: The Hyderabad Water Supply and Sewerage Board (HMWS&SB) has formed a Grievances Monitoring and Information Technology (GMITRA) in order to facilitate citizens.
The Water Board has also selected and trained assistants level officials from finance and accounts and designated them as GMITRAs.
The GMITRAs would be posted to each sub division of Operation and Management wing in order to increase the efficiency and redress grievances, monitor complaints, understand customer relationship with HMWS&SB, spread awareness of the departmental activities on social media, implement new IT initiatives and others.
GMITRAs would monitor grievances received through Interactive voice response (IVR), Facebook, Twitter, Jal App, WhatsApp, mobile app, in person, Prajavani, emails, Meet your MD, Dial your MD, phone calls, messages, letters by consumers to the officials etc., duly generating MCC token wherever necessary.
They would also monitor JAL App and train linemen about the same. GMITRAs would contact at least 15 consumers per day to obtain and update feedback regarding the complaints redressed.
GMITRAs would also ensure that all complaints will be resolved within SLA (Service Level Agreement) and pursue them, according to an official release issued here on Wednesday.
