PCMC mayor Ravi Landge issues directives to strengthen ‘Sarathi’ citizen service system
Pimpri : Pimpri-Chinchwad Municipal Corporation (PCMC) mayor Ravi Landge has issued strict directives to the civic administration to enhance the efficiency, transparency and effectiveness of the ‘Sarathi’ digital citizen service platform. The move aims to ensure quicker and more satisfactory redressal of public grievances with plans underway to develop an upgraded Sarathi 2.0 system.
In a letter addressed to the municipal commissioner, the mayor emphasised that ‘Sarathi’ should evolve beyond a basic complaint registration system into a comprehensive smart governance platform. He highlighted key issues such as delays in complaint categorisation across departments, discrepancies between ‘resolved’ status and actual on-ground work, lack of data analytics, and shortcomings in the mobile app’s user interface.
Key directives issued:
- Automated classification of complaints and immediate routing to the concerned department
- Mandatory field verification before marking complaints as ‘resolved’
- Root Cause Analysis (RCA) for long-term solutions
- Inclusion of department-wise officer details in the system
- Improved user interface and user experience (UI/UX)
- Defined Service Level Agreements (SLAs) for all services
- Strengthening data security and disaster recovery mechanisms
The mayor also called for integrating smart technologies into Sarathi 2.0, including AI-based complaint categorisation, predictive analytics and chatbot support. The administration has been asked to submit an action plan within 30 days and a detailed roadmap for the upgraded system within 60 days.
Landge said that ‘Sarathi’ serves as a crucial link between citizens and the administration and leveraging technology would help deliver faster, transparent and more effective civic services.
With the proposed upgrade, PCMC is set to take another significant step towards digital governance, aiming to provide improved and timely services to citizens.
