Mumbai: The BMC has launched a centralised system to streamline resolution of all types of citizen complaints. The new platform, called the Management and Redressal of Grievances (MARG) system, was inaugurated by the city’s mayor Ritu Tawde with the aim of boosting citizen participation and ensuring faster, more effective delivery of civic services.The MARG system integrates complaints received across multiple channels into a single platform, simplifying their management and tracking. “Citizens will receive automated updates at every stage, from registration and routing to the relevant department, to progress tracking and final resolution. This is expected to improve transparency and make it easier for residents to stay informed about the status of their complaints,” stated a BMC release.The platform also features live dashboards, enabling senior officials to monitor department-wise pending complaints and ensure they are addressed within stipulated timelines, mentioned a statement issued by the BMC. It will allow for better prioritisation of grievances based on urgency and severity, leading to more efficient handling of critical issues.At present, the civic body receives complaints through various channels, including its official website, helpline number 1916, the ‘My BMC’ mobile app, WhatsApp chatbot, Pothole Quick Fix system, physical complaint letters, and social media platforms such as X, Facebook and Instagram. The MARG system consolidates all these channels into a unified interface, enhancing coordination and response efficiency. In future phases, additional govt services are also expected to be integrated into the platform.The system is supported by Geographic Information System technology, which enables precise mapping and monitoring of complaint locations. It will also incorporate citizen feedback after resolution, helping the civic administration continuously improve service quality.
