Dhaka North City Corporation (DNCC) resolved 72% of the complaints it received through mobile application "Sobar Dhaka" in one month.
A Dhaka North official told The Business Standard that they were receiving positive feedback about the mobile app: in most cases, locals had their issues resolved in just 24 hours.
The app "Sobar Dhaka" was launched on 10 January, aiming for better outreach of city corporation services, including tackling mosquito menace, waste management, installation of street lights, and removal of illegal establishments.
The app was downloaded 3,675 times during the first month alone. During this period, the north city corporation received 415 complaints through the app, of which 299 were resolved.
According to Dhaka North City Corporation sources, the 299 resolved issues are as follows: 92 about dilapidated roads, 42 about mosquitoes, 42 about waste management, 80 about street lamps, one about locating the nearest public toilets, 18 about drainage, 21 about illegal structures, and three about waterlogging.
ASM Mamun, public relations officer of Dhaka North, said they are working on settling the remaining 116 unsolved issues soon.
The city corporation must act within 24 hours of receiving a complaint through the app. Failure to do so will result in the complaint automatically escalating to officials in the next tier. If the issue remains unaddressed, a notification will be sent to the relevant department chief of the city corporation.
If the issue is still not resolved in these three steps, a notice will be sent to the mayor.
According to Dhaka North Chief Waste Management Officer Commodore M Saidur Rahman, most of the unresolved complaints concern illegal establishments.
He said, "We are currently focusing on alternatives to provide a lasting solution to those problems. We received some complaints about waste clogged and encroached canals only a few days ago. These may take some time to resolve."
Atiqul Islam, Mayor of Dhaka North, launched the app shortly after his election to ensure transparency in citizen services. The app is available for download from Google Play Store.
After solving the issue, Dhaka North regularly uploads pictures or news on the app. Dhaka North says it is working to familiarise the public at large with the digital platform.