WASA Helpline (1334)

WASA CMS has been designed to cater the complaints raised by the general public for water and sanitation related issues. This system is designed to ensure resolution of the issues, customer satisfaction and feedbacks.

The system is integrated with a help line (1334) which is operational 24/7 and being operated by designated call center. All the complaints get recorded location wise in this comprehensive system and assigned to XEN/SDO of respective area for immediate resolution via auto generated SMS. When the complaint is resolved as reported by SDO/XEN, a feedback call is given to the complainant to ensure his satisfaction. The system is designed to analyze the responses in conjunction with feedback call for service delivery and turnaround time. Areas more prone to water and sanitation issues are identified in red for the authorities onto geographical maps. The system monitors operational efficiency of all the listed tube wells.

WASA CMS has an interface available to mobile users, where field officers are assigned tasks which show up onto their smart phones. Field officers resolve the compliant and submit pictorial evidence with “Before” and “After” picture.

Project Highlights

  • Town Wise Feedback Status
  • Turnaround time of every town management
  • Geographical marking of areas more prone to water and sanitation issues
  • Asset Management: Tubewells operations
  • Provision of random calls onto the portal
  • Consolidated dashboard for all concerned stakeholders

Current Standing

  • More than 111,895 complaints
  • More than 60 smart phone users

The system has been operational since June 2012, more than 111,895 complaints have been registered so far and the achieved customer satisfaction through feedback calls is up to 70%.



Focal Person:     Madeeha Khan