In a move that will strengthen the perception about the current government’s modern outlook towards problem solving, media reports say that the Telecom Ministry has issued notices to state-owned BSNL, MTNL and India Posts after Union Minister Ravi Shankar Prasad took note of citizen complaints about service quality on his Facebook page.
Ravi Shankar Prasad, who has over 4.67 lakh followers on the social media platform, directed the defaulting agencies to get their act together. Media reports also stated that the minister has asked BSNL and others to make better use of social media. A workshop for officers in-charge of public grievance redressal in each telecom circle has also been held, claimed the government.
Gautamm Mehra, Business Head (Social Media) at iProspect India agreed that government agencies have been using digital avenues more proactively in recent months, which augurs well for the PM’s vision of Digital India. According to him, the important thing would be whether the government can build a mechanism that creates an open dialogue on social and digital platforms and where citizens can have a direct chat with government officials.
“If they can make RTI, which is such a powerful tool, digital, it will be great,” said Mehra. “The government can also use digital and social media for debates, like what is done by Facebook and Google. It has become almost a separate media channel for them. They could also experiment with LinkedIn chats and Reddit AKAs.”
Sanjay Mehta, Jt CEO of Mirum India, pointed out that mygov.in is a great exercise and a step in the right direction. “Individual ministries need to have their own forums. The ideal situation would be when they also listen in to other nose that goes around on social media,” he said.