Brambha Anubhuti Akhbaar up live News 24 uttar pradesh
Sansthapak Sampadak Praveen Saini
Continuous complaints regarding delayed responses to calls at the Smart City Call Center reached the Honorable Mayor
Lucknow: The Integrated Command Center of Smart City Lucknow had been receiving numerous complaints from the public regarding slow response times. The complaints specifically mentioned that calls made to the control room number 1533 were either not answered quickly or the issues raised were not resolved promptly. On Saturday, around 1 PM, the Honorable Mayor decided to personally verify the situation. During this check, several issues were observed, after which the Mayor, along with the Additional Municipal Commissioner, went to the call center for an unannounced inspection. She directed action against the negligent staff members.
*9-Minute Wait Without Response*
After receiving complaints about the Smart City Call Center, the Honorable Mayor Sushma Kharkwal herself called the number 1533 from her personal phone. The call remained on hold for 9 minutes without any response. After waiting for this long, she ended the call.
*Operator’s Poor Behavior After Call Was Answered*
When the Mayor called again, the call was answered after 3 minutes. Without introducing herself as the Mayor, she spoke as an ordinary citizen. During this call, she found the operator’s behavior to be rude and unprofessional, which led her to disconnect the call.
*Mayor Arrives at the Call Center for Surprise Inspection*
Taking immediate action, the Honorable Mayor, along with the Additional Municipal Commissioner, reached the Integrated Command Center at Lalbagh in a private vehicle. There, she gathered details from the operators working at the call center. She reprimanded the operators for their behavior and instructed them that customer service should always be polite and respectful. The operators should not raise their voice or speak harshly to any caller.
*Two Days’ Call Records Checked*
The Mayor reviewed the call records for the past two days and also checked the status of complaints registered at the Integrated Command Center. She instructed the Additional Municipal Commissioner to investigate the entire record and present a report within a day. Furthermore, the Mayor ordered an investigation into the 9-minute delay in responding to the call and directed that necessary action be taken.
*Mayor Calls Back a Complainer for Feedback*
A resident from Jankipuram had registered a complaint about a streetlight continuously glowing near their house last Saturday. The Mayor called the complainant to gather feedback. The resident revealed that they had reported the issue the previous Saturday but had not received any resolution. They had followed up with a complaint again the following Friday, after which the issue was resolved on Saturday of this week.
*Action Against Two Operators*
Additional Municipal Commissioner Shri Lalit Kumar reported that he too had called the call center, and during his call, he experienced unprofessional behavior from the operators. Following the Mayor’s surprise inspection, action will be taken against the two operators involved. The investigation into this matter is ongoing.