The collapse of a building gets the Chief Minister's attention, not this person's complaints.
My question: Can IT not be used to see that such citizen complaints are visible to the Chief Minister. Not just made visible but processed to extract information, spot trends, establish correlation, ... Delhi Traffic Police's Facebook page is an initiative that could be replicated and built upon.
What is the barrier to effective implementation? The political and administrative culture.
In a software company too, the culture and the values of the organization, can either sensitize, or de-sensitize, the sensory channels. The culture must re-inforce the value - get the bad news early. The culture must promote scientific checking for reality, the courage to face it, take corrective action, determine preventive measures and put them in to practice.
It is top management which, by its actions - not just words - communicates the culture and values.
With the wrong values even the most basic of business sensors, the balance sheet, is worthless - witness Satyam.
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