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| PDD coming up with innovative call centers in Jammu, Srinagar | | | Early Times Report
JAMMU, Apr 5: With complaints against services of Power Development Department (PDD) rising every month, government has directed department to establish call centers at regional headquarters in Jammu and Srinagar.
According to sources, it is proposed that 24-hour cells will have latest equipment like dedicated phone lines, computers, faxes and separate staff so that they can register and take necessary steps to solve problems of the consumers, who have to face tough time to get their problems resolved.
PDD already has complaint cell but lack of coordination and accountability within the department makes it impossible for commoners to get solution, as far as any electricity related problem is concerned. According to the sources, although funds are being diverted for project by the state government, officials have been asked to identity necessary space for upcoming centre to make it functional for general public in coming months.
Officials said that the authorities have asked respective Chief Engineers to give it priority. PDD is one of the departments in the state which is very poor in dealing with the consumers and sometimes people have to wait for days or even months to get rid of their problems. An official said, “We have been asked to set-up call centre-cum-grievance cell and process has been started for the same”.
He further said that although no time frame has been set up for the purpose, to make it functional, but necessary ground work is being done for the purpose. “We can’t make it functional in one day but it will take sometime but till then we have kept some employees especially for grievance registration,” official sources said.
After the government started the process of e-metering and computerized billing for the consumers in Jammu and Kashmir, the people are facing lot of problems, but in the absence of proper channel at the department, they are confused by red-tapism at respective PDD offices.
Chief Engineer Qasim Choudhary further said that it is aimed at streamlining the system so that we can reduce the time as far as fault repairing or any other complaint is concerned. It is pertinent to mention here that in recent years, PDD is on major revenue realization drive, after the tough stand taken by the central government against J&K. This year government has set a target of collecting Rs 408 crore from Jammu region and Rs 623 crore from Kashmir region.
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