DELHI JAL BOARD FORMS FLYING SQUADS FOR BETTER MONITORING
New Delhi
DELHI JAL BOARD FORMS FLYING SQUADS FOR BETTER MONITORING
The Delhi Jal Board has formed Flying Squads under the command of the CEO, and is carrying-out its activities under the directives of the Addl. CEO, DJB.Each Flying Squad is a 3-member, multidisciplinary team of senior level officers from the Engineering, Revenue and Accounts Departments of DJB. The Flying Squads have been constituted in order to ensure that all the measures taken by DJB to bring-in efficiency in its water and wastewater services, and to provide convenience to its large customer base, are implemented in a time-bound and consistent manner.
The composition of the teams is shuffled daily, and the members are informed about the sites to be inspected at the last minute, in order to avoid anypossibility of a nexus.It is expected that this will enhance the existing complaint redressal system providing the customers with convenience and possible resolutions. Within a span of almost a month, from 25.-4.2014 to 12.05.2014, the Flying Squads carried-out inspections at 23 of the 25 water Emergencies, 14 Zonal Revenue Offices and a Sewage Treatment Plant.
These efforts will improve DJB’s working and also provide cutting-edge services at its various public interfaces such as Water Emergencies and Zonal Revenue Offices. The Water Treatment Plants, Sewage Treatment Plants and Sewage Pumping Stations etc., are also inspected to ensure that the prescribed working standards are adhered to. The DJB Flying Squads carry-out regular checks on various parameters, viz, Discipline, Procedure/Functioning and obtain Feedback as per the Complaint Logbook.
The Flying Squads also inspect the adherence to procedures and directives with respect to movement of water tankers, water supply timings, avoidance of spillages and leakages, quality of water and management of complaints et al and provide the reports on these issues for necessary action.
The teams also inspect the pending cases related to mutations, sanction of new water connections/disconnections at the Zonal Revenue Offices in order to induce speed and efficiency in the system leading to customer satisfaction. Surprise checks and visits are also made at the “Help-You Counters” to see if these are adequately manned. The Flying Squads will also keep a check on the process of cash reconciliation leading to a better management of accounts receivables for DJB and ease of bill payment procedures for DJB customers. In order to fully utilize the staff strength at all points of public interface, these teams will make surprise visits to see if the employees are presence in conformity to the prescribed staff strength.
These efforts made by DJB are steered towards increasing customer satisfaction and successful implementation of its plans at the grassroots level.With respect to this, the Flying Squads carry out inspections on a daily basis. They also carry out random checking of tankers by following the tankers en-route to deliver the services and also check the amount of water delivered at a designated point. In fact, the teams carry out a complete audit by calling-up customers to check on the satisfactory receipt of water through tanker services.The entire exercise gauges the satisfaction levels on various parameters such as adherence to tanker schedules, management of spillage of water from taps/valves/body of the tanker, cleanliness of the tankers, valid license and identity documents of the tanker driver, proper maintenance of vehicles vis-à-vis, painting, number plate etc. This will, especially, be beneficial for DJB’s customers living in the water-deficit areas as they are expected to get a consistent and time-bound water supply.
It is expected that these efforts, coupled with the plans and schemes brought out by DJB, will be beneficial to its customers and also help DJB to continue to match-up to its mandate of providing world-class water and wastewater services to its customers.
* * * * * * *
