A year after the visitor feedback system was put in place at the Delhi Development Authority (DDA) headquarters in Vikas Sadan,the department has recorded an embarrassing response with only 21 forms having been received so far.
The program which began in December 2008 on the suggestion of Lieutenant Governor (L-G) Tejendra Khanna,necessitated that pre-approved feedback forms be made available at the DDAs reception and various departments for all visitors to register their experience at the DDA on three parameters honesty,courtesy and efficiency.
Director of Public Relations Neemo Dhar reasoned: Many people take the forms but dont really bother to fill and return them.
The number of forms received appears grossly low considering that on an average,nearly 600 people visit the headquarters every day and the number almost doubles on the days of public hearing.
An official closely involved with the recording of the feedback has a candid answer. Most feel that on listing out their grievances,the official concerned may not help them at all. This is one of the reasons we made the entire procedure anonymous, he explains.
The forms,available in both Hindi and English,include sections that seek basic information such as the purpose of visit and department or officer visited among others. The L-G is also said to have advised the DDA to maintain the anonymity of forms containing the personal details of the visitors.
Of the 21 forms received so far,most enlist personal grievances such as The media said forms would be available from today,why are they not available? or I bought a house 20 years ago,I need to transfer the lease now. How do I do that?
The one that comes closest to being considered as an actionable parlance,in DDA jargon,asks: The security staff may please be advised to refrain from smoking in the atrium lobby.
We sift through the feedback forms and those that are actionable are looked into and others that qualify as merely personal grievances are forwarded to the respective departments. We have a separate system that addresses personal grievances, adds Dhar.
Going by the dismal response,many officials with the DDA believe that most people rather complain instead of providing useful criticism.