Nagpur: Nagpur Municipal Corporation (NMC) Standing Committee Chairperson Shivani Dani has directed officials to conduct zone-wise training sessions for corporators to familiarize them with the civic body’s grievance redressal system and complaint mechanisms.
The instruction came after Dani, along with Additional Municipal Commissioner Vaishnavi B., visited the Atal Bihari Vajpayee City Operation Center (COC) located in the Chhatrapati Shivaji Maharaj Administrative Building at the NMC headquarters. The visit was aimed at reviewing the functioning and technological systems used by the civic administration.
During the inspection, Deputy Commissioner Milind Meshram, Information Technology Officer Swapnil Lokhande, Transport Department Administrative Officer Yogesh Lunge, and other staff members were present.
At the COC, Dani reviewed several digital systems developed by the NMC, including the grievance redressal system, citizen helpline services, Aapli Bus transport monitoring system, and attendance monitoring system for sanitation workers. She also interacted with staff handling the grievance helpline 155304 and discussed the process of receiving and resolving citizens’ complaints.
Speaking during the visit, Dani emphasized that every complaint lodged by citizens is important and must be addressed promptly. She instructed employees working in the grievance redressal helpline system to carry out their responsibilities with seriousness and accountability.
To strengthen coordination between elected representatives and the administration, Dani suggested that all corporators should be registered in the complaint system and provided with individual IDs so they can directly track and monitor complaints from their respective wards. She further recommended organizing zone-wise study sessions and training workshops to ensure that corporators fully understand how the system operates.
The NMC grievance redressal helpline was introduced to ensure quick resolution of civic issues across the city. Citizens can submit complaints through multiple platforms, including the helpline and digital channels.
Providing details, IT Officer Swapnil Lokhande informed Dani that 6,127 complaints have been resolved by the NMC from January 2026 till date through the system. Staff members work in two shifts at the Atal Bihari Vajpayee City Operation Center, where they respond to incoming calls, record complaint details, forward issues to the concerned departments, and follow up with complainants after action is taken.
Meanwhile, Transport Department Administrative Officer Yogesh Lunge briefed Dani about the Aapli Bus public transport service. He stated that the NMC currently operates 553 buses across 120 routes, with an average daily ridership of around 1.46 lakh passengers in February.
The visit highlighted the civic body's efforts to strengthen digital governance, public transport monitoring, and efficient grievance redressal mechanisms for the residents of Nagpur.
