The Department of Telecommunications (DoT) has launched a new initiative — Twitter Sewa — through which the DoT will provide real-time grievance redressal.
Through tweets, consumers of telecom and postal services will now be able to tweet their grievances, suggestions or complaints to the Minister’s twitter handle @manojsinhabjp.
— Manoj Sinha (@manojsinhabjp) August 2, 2016
Consumers and businesses can tweet to Sinha using #DOTSeva, #BSNLSeva, #MTNLSeva, and #PostalSeva, to reach the respective departments for service queries, real-time updates, and requests for assistance.
Using this service the department will be able to respond in real-time to complaints, assign it to relevant officers, assign criticality and track the complaints.
The complaints lodged will be categorised as immediate, mid-term and long-term complaints.
The customised e-governance delivery service by Twitter India is already in use in the commerce, foreign, and railways ministries.
Sinha said while he has complete faith in his officers and staff, but since both the telecom and posts are service sectors, customer is the king here and this is all the more relevant for BSNL and MTNL.
He expects a large number of complaints pouring in from across the country and in great numbers, and added that the Ministry will rise up to this challenge.
Sinha said the service is in line with PM Modi’s vision of “minimum government, maximum governance” and connecting with Indian citizens through a live communications platform to provide a transparent, clean, responsive and accountable administration.
He expects the chances that the service may be misused by some rogue elements but expressed the hope that Twitter authorities will take care of the same.