PANJIM: Checking WhatsApp, reviewing online news or looking at the day’s schedule on the cell phone is the day’s first task for many. In an attempt to cash in on this, the government is now increasingly engaging with citizens through the social media and allowing access to information.
You can get department-related news, welfare schemes, safety tips and weather alerts, on the phone, and now technology has reached a stage where one can lodge a complaint online or even report a traffic violation by just posting pictures or videos.
Some departments have even launched mobile apps in a move to go paperless and encourage digital communication. However, not all is well with a number of these apps, which are developed by different app and software companies, including Info Tech Corporation (ITC) of Goa.
Herald checked out some important departments of public utility only to find that users are not quite happy checking into them. To begin with is the Delhi-based REC Consultant developed GEDConnect app of Goa Electricity Department. The app, launched on a pilot basis, currently accepts only online payments of bills. Many have complained about ‘network error’ while some slammed it calling it “stupid” and “horrible.”
“Refuses to open. Shows “network error”, was a comment posted by Nitin Rivankar in October while another user John Rasquinha said, “This app can only display one message. Network Error”.
“Mobile number is not getting registered at all. Showing network error all the time,” said another app user Prasad Gaunekar. Another user Rachell Dsouza in November posted stating, “App is total loss for govt…does not even start and shows no network being on 4g range (.) full (should) get some more talented app developer.”
Other users have also pointed at ‘waste of time’ on bill payment asking authorities to provide good and quality service.
Chief Electrical Engineer Neelkanth Reddy conceded connectivity problems as he also assured to fix it at the earliest. “We are analysing the services and taking into consideration feedback from the consumers. The shortcomings will be corrected and for any technical issues, we are communicating with the Delhi consultant,” he told Herald.
The Transport Department’s ‘Complaints Registration’ app is also drawing public criticism after the server breakdown in October. The app, designed by ITC Goa, has not been functioning since October 24 with the department claiming to have written to the developer to resolve the technical glitch on an urgent basis. “We have taken up the matter with ITC to quickly resolve the issue,” Transport Director Nikhil Desai told Herald.
With a rating of 3.7/5, the app accepts complaints and users have been sending in messages reporting defects in the app. One user, who had posted a complaint against a vehicle for wrong parking, reprimanded the authorities for not keeping his identity confidential. “I got a call from a person against whom I had complained for wrong parking..this is ridiculous..to give information about me…this information shud (should) b (be) confidential n (and) with the govt., any person shud (should) call the govt authority if required…not call n (and) harass me,” was a comment by a person in August to which ITC, regretting the harassment to him, requested him to contact the department and ensured the mistake is not repeated.
Other users suggested excluding the compulsion to add image/video of the offence, while some others demanded improving the app.
“Just installed this app. One suggestion/request. Pls (please) don’t keep a compulsion to add an image/video. It’s important to curb the offense and not the offender. So may be keep a separate space where suggestions are accepted so that our roads are safer,” another user Shilpesh Naik said in his post in October. ITC explained that Transport Department would get vague complaints without any actionable poof of the offense, which led to bringing a change in the new version of the app. Nevertheless, this app did get some positive feedback.
The Transport Director, reacting to some of the feedback stated they would request ITC to incorporate suggestions subject to them being genuine. “The app is a handy tool. In the coming days we are also launching online e-services wherein a person need not go to the department,” he added reeling off the future plan.
Herald also took stock of the Goa Police app only to find that it’s downloads have dropped significantly – from 4,000 in 2015 to over 1,000 this year. Developed by Karbens Infotech Pvt Ltd, this app offers reporting offense and traffic violation while also providing crucial information about emergency services like nearest police station, taxi services, hospitals, fuel station, etc.
However, many users have expressed dissatisfaction with the app, including complicated methods in filing online complaints.
This app will undergo a major revamp with tech-savvy Director General of Police Muktesh Chander conceding need for a better app. “I have given a concept to the developer asking to redesign the app. A lot of work needs to be done for example, the old app is not tourist friendly. The new app will ensure a much better service,” he commented.
The Goa Tourism Development Corporation (GTDC) app has by and large received a good response from users. This app has over 10,000 downloads with 4.3/5 rating. The services include booking hotels, transport and details of various activities like adventure and heritage tourism, beaches, culture, entertainment, food & drink, heritage, etc.
