The Municipal Corporation of Delhi (MCD) launched its Facebook page in January 2011 and an integrated SMS service in March 2011 to enable public monitoring of garbage collection sites and public urinals/toilets in areas under its jurisdiction. The initial experiences of the both the MCD and the public have been positive. In the first month an MCD spokesperson claimed that 99 per cent of the complaints had been addressed and the response time was less than 24 hours.

If garbage isn't collected or if urinals are not functioning, citizens can register complaints on the MCD Facebook page, along with photographs and location details. The MCD posts its responses directly on its Facebook page.

In March 2011, MCD expanded its service by launching a hotline that uses an interactive voice response system (IVRS) to register complaints. If citizens call from a mobile phone, they are sent an initial SMS with a reference number and an update SMS when their complaint has been addressed.

Citizen’s movement ‘Let’s do it Delhi’ helped set up the MCD Facebook page and Gram Vaani Community Media introduced the IVRS SMS service. Both organisations collaborated to develop a Facebook-IVRS interface.

Related news: India: initiatives to engage with citizens to improve public water and sanitation services, E-Source, 18 Jul 2008

Related web sites:

• MCD - Facebook page | main web site
• Let’s do it Delhi
• Gram Vaani
• IRC - Regulator and citizens-led accountability initiatives

Source: Jasleen Kaur, Gov2.in, 17 Jan 2011 ; GN Bureau, Governance Now, 28 Mar 2011

Tags: information and communication, on-site sanitation, solid waste management, south asia, transparency, urban wash