Mumbai: BMC is tightening its handling of property tax and health-related complaints by mapping each grievance to a designated officer and setting timelines for its disposal, as the civic administration looks to move from reacting to complaints to tracking them before they pile up.The system is being developed as part of a wider effort to strengthen the civic body’s grievance-redressal mechanism, with officials monitoring pending cases through an MIS-based system. Complaints related to property tax corrections, assessments and other citizen issues like birth and death certificates will be tracked against the concerned officer, allowing senior officials to monitor how long a case has remained pending and whether it has been disposed of within the stipulated timeframe. Officials said the aim is to create an early-warning mechanism rather than wait for complaints to escalate. The dashboard/MIS will help identify recurring complaints, offices where cases are accumulating and areas where disposal is taking longer than prescribed.The administration is also looking at expanding the role of the civic body’s Citizen Facilitation Centres (CFCs), which currently serve as a point of contact for several citizen services. The CFCs are being envisaged as more of a one-stop interface where citizens can access a wider range of BMC services rather than having to navigate different departments for routine civic transactions.Officials said services handled through CFCs could eventually include property tax-related applications such as corrections and transfers, apart from existing services such as birth and death certificates. The expansion is expected to standardise the citizen-facing process and reduce the need for residents to repeatedly visit individual BMC departments.
