Greater Hyderabad Municipal Corporation (GHMC) ward offices, which were established to improve the citizens’ grievance redressal system, have quickly gained popularity among the general public. People are flocking to the ward offices in the hopes that their requests will be honored and addressed as soon as possible.
The vast majority of visitors to the ward offices praise the convergence model and practice of prominently displaying the Citizen’s Charter, which has established clear timelines for resolving various issues. Some have also praised the citizen-friendly approach of the staff at these offices.
“In addition to quickly resolving my complaint, the ward office staff at Kukatpally also contacted me over the phone and took feedback,” says Sai Teja, a techie.
Visitors were also impressed by the concept of convergence, which brings together officers from various municipal departments under one roof. To broaden its range of services, the GHMC intends to station police officers in ward offices. As a result of this practice, ward offices have become a one-stop location for resolving all types of grievances, regardless of the department involved.
“During heavy rains, these ward offices will be very useful because all rain-related grievances such as power outages, water logging, sewage, and so on will be resolved through a single complaint and people will no longer have to contact various departments,” says Dr Sankeert Gangakhedkar, a city doctor.
The GHMC has also decided that if a person approaches the incorrect ward office, the onus of escalating the grievance to the appropriate staff members falls on the GHMC rather than the complainant.
“We addressed complaints about drinking water sanitation and sewage overflow as soon as possible and within the time frame specified. A snake was also spotted in a park, and the matter was escalated to the Forest Department,” says Sanjay Singh, Ward Administrative Officer (WAO) at Jubilee Hills.
The WAOs of Kanchanbagh, Zaheeruddin Siddiqui, and Banjara Hills, Sai Srinivas, stated that they are doing everything possible to address the grievances by the deadlines. “We were able to resolve complaints related to illumination, sanitation and road repair on the same day,” says Sai Srinivas.
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