One of the most evident changes that the pandemic has brought in people is that they are now preferring online methods for just about everything that is non-essential. One such area is urban service-delivery. With the help of technologies like Internet of Things (IoT), mobile applications and service automation, urban local bodies (ULBs) need to address the concerns of the public in the shortest time possible.
Smart cities are considered the future of cities, with smart, modern solutions to regular, urban problems like traffic jams, construction and environmental conservation activities etc. However, they were almost as defenseless as other cities to the pandemic. This made a number of urban planners rethink the way they ideate a smart city to be like. In post-pandemic urban planning, pandemic resilience, access to adequate medical facilities and other essential supplies is being given renewed importance. With it, automation and touch-less services are also being considered as the future of civic amenities.
What must be kept in mind is that being a communicable disease, COVID-19 has taught the public that social distancing and touch-less services must be ensured at all possible public outlets. Some cities have begun door-step garbage collection services to ensure that garbage from COVID-infected families is collected separately, more needs to be done. It must be kept in mind that post collection, segregation, treatment and disposal of COVID-infected and other waste must be done separately. While work has been done in this regard, it is not enough.
Secondly, for regular civic services like complaint filing and redressal, payment of bills and dues and other paperwork related tasks, authorities must ensure use of online modes to smoothen the process while also ensuring ease of access and safety to customers. BSES Rajdhani Power Limited (BRPL), the electricity supplier of NCT of Delhi, has done substantial work in this regard. A joint venture of Reliance Power Ltd and the Government of NCT of Delhi, BRPL allows its users to file complaints using their Android mobile application, or by calling their toll free customer care numbers. The service is quick, clear and on-time. This helps in reducing the load on offices of the BRPL and ensures that the employees can work without having to deal with the customers face-to-face. Through their mobile application, customers can even book new connections, get existing connections disconnected, pay bills, order new billing meters, etc.
Another new technology which is likely to be given much importance post-pandemic is IoT, which will majorly be used to operate all aspects of urban life remotely while also ensuring regular computerized feedback. This will help in operating traffic signals, all types of buildings, offices, parks, community centres and other public spaces from one integrated command centre, the concept of which is being applied in over 50 smart cities in India. As a result, ULBs will be able to handle the entire city from one location, without having to worry about employees running to each and every service-delivery point. In turn, it will also mean that with the help of sensors, monitors and trackers, ULBs will also be able to track real-time data. This will help in monitoring on-ground situation, which will come in handy especially at a time like the one that has affected us all currently. On the other hand, it will also help policy makers in formulating policies and implementing them in the best possible way, with the help of reliable, real-time data.
The implementation and use of such services by the authorities and the public will not be instantaneous and will take time. However, if the government wishes to avoid the havoc that was brought about by the COVID-19 pandemic from striking again, they need to work proactively on delivery in a contact-less, automated way to ensure the safety of its citizens
and employees.
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