A few years ago, it was the purview of the neighbourhood RWA member (usually a retired old man) to raise civic complaints, from water pipe leaking to potholes. He would trudge down to the nearest ward office, and talk to the engineer responsible. He’d follow up and write letters to the MLA to escalate.
But now, average citizens are more conscious and quick to reach out to BBMP to raise issues. If you are stuck with a dead animal in front of your house, you’d call the helpline or use the BBMP Sahaaya app to get it removed.
A citizen complaint and feedback mechanism is also a key requirement to track accountability of local governments—a tool that is monitored by concerned officials, with the issues and status visible to senior officials as well as publicly.