The CCRS is a web based enterprise solution that allows Municipality/Corporation
to enhance citizen satisfaction through comprehensive service management and efficient
service delivery.
CCRS automates entire complaint process, right from registration to closure.
It also enforces service level policies to ensure the complaint gets attended within
desired timeline or gets escalated to higher authorities for their attention and
intervention.
Citizens can lodge complaints through a call center, website or by visiting a ward
office. At call center or ward office, an operator registers a complaint within
the system with all necessary details. A complainant can lodge single or multiple
complaints during a single call. In all cases, the complainant is given a complaint
acknowledgement number.
Once a complaint is registered within the system, it is assigned to a concerned
area officer dealing with the reported problem. The system automatically sends an
SMS to officer alerting him on the complaint for taking required actions. The officer
calls the complainant, if necessary, to seek specific details.
The officer is expected to resolve the complaint within a specified period of time.
Once a complaint is resolved, the officer marks the complaint as closed in the system.
The citizen receives an SMS confirming the resolution of his/her complaint. If the
citizen is not satisfied he/she can request to re-open the complaint, which is then
escalated to higher authority.
If the complaint is not resolved and closed within the specified period, the same
gets escalated to higher authorities. On repeated failures to resolve the problem,
it gets escalated to Dy. Commissioner.