The high-profile launch saw the attendance of senior elected representatives, including Leader of the House Ganesh Khankar and Leader of Opposition Kishori Pednekar, alongside various civic committee heads. Representing the administration, Municipal Commissioner Ashwini Bhide and other high-ranking officials were present to witness the transition. Currently, the civic body manages a sprawling network of grievance channels, encompassing the official website, the 1916 helpline, the ‘My BMC’ mobile application, a WhatsApp chatbot, the specialized pothole reporting system, social media platforms, and traditional written submissions. Marg Pranali is set to consolidate these diverse streams into a singular, efficient framework. Furthermore, the BMC confirmed that a subsequent phase will integrate additional grievance portals operated by both state and central authorities.
A core feature of the new platform is the provision of real-time tracking and automated updates. Citizens will receive notifications at every critical juncture, from initial registration and classification to departmental assignment, progress monitoring, and ultimate resolution. This automated transparency aims to mitigate the uncertainty and delays previously experienced by residents. Simultaneously, real-time dashboards will empower senior officials to oversee pending workloads and ensure resolutions adhere to prescribed timelines, while allowing for the strategic prioritisation of urgent issues.
Technological sophistication is further heightened through the incorporation of Geographic Information System (GIS) technology, which maps the precise location of every complaint to enhance field verification and response accuracy. To ensure accountability, a built-in feedback mechanism allows citizens to rate the resolution quality, providing the BMC with essential data to assess service delivery and identify operational gaps. By anchoring all grievances within this single digital framework, the BMC intends to reduce response times, strengthen oversight, and deliver a more responsive civic experience for all Mumbaikars.
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