In a time when citizens expect efficiency and responsiveness from their government and spare no time heaping scorn over shortcomings, the introduction of the PWD’s “Goa Mobile App” has been a commendable move by the BJP-led administration. It allows citizens to report issues concerning road infrastructure at the tap of a finger, enabling an unprecedented level of engagement.
Since the app’s launch in May 2024, a total of 16,414 complaints have flooded in—an average of 1,600 grievances per month. Interestingly, all the complaints have been resolved and closed as per available data. Nonetheless, the sheer volume of these complaints, particularly concerning potholes and poor roads, speaks volumes about the state of road infrastructure that the government has been boasting all along. As the old saying goes, “The proof is in the pudding,” in this case, the pudding is decidedly undercooked. High complaint rates signal systemic failures in road quality and maintenance, raising serious questions about accountability and quality controls.
Ironically, the most problematic areas identified through this app include busy regions like Saligao, Siolim, Calangute and St Cruz, which have seen upwards of 800 complaints each. This volume of complaints indicates a disconnect between the government’s ambitious infrastructure claims and the realities of motorists navigating these roads daily. It undermines the narrative of progress and exposes potential lapses in project execution and contractor performance.
The volume of complaints is food for thought and serves as a reminder to institutionalise accountability measures. It calls for a thorough examination of all those entrusted with roadworks. The PWD cannot shift the onus on the contractors alone, because it also holds part responsibility towards ensuring quality work. The need of the hour is to learn from these outcomes and initiate audits, ensuring that projects meet quality standards. In the face of such an overwhelming deluge of complaints, the State must not hesitate to initiate action or even blacklist those contractors and engineers who are responsible for sub-standard works.
While it is essential to scrutinize the factors leading to these complaints, we should not overlook the progressive steps taken through the launch of the Goa Mobile App. The app symbolizes the shift towards a more tech-savvy government, responding to the needs of a digitally oriented citizenry. It empowers individuals, allowing them to report problems without the time-consuming ordeal of physically seeking assistance from various departments. The instant updates and notifications provide a layer of transparency that was previously missing in the grievance redressal process. The government must build on this innovation by not just resolving existing complaints but proactively ensuring that the citizen is heard at all times, even if it mirrors a red flag on the system.
The BJP government undoubtedly deserves credit for embracing technology to address citizens’ grievances in the most critical area of roads, despite knowing well that it would be pounded with complaints. Road infrastructure is a segment where the government has been consistently facing flak over the past many years. To truly pave the way for a brighter future, the government must take decisive action in initiating similar grievance redressal apps in other departments to further empower the citizenry. The road to better governance is paved by alleviating the issues of the people in the swiftest possible way.
