MTC is the latest to join the list of government line agencies that are harnessing the reach of social media platforms

How Chennai Corporation, BWSSB, TANGEDCO, Chennai Traffic Police are addressing grievances of public through social media platforms

A trivia from Metropolitian Transport Corporation. Name this popular destination on MTC’s 21G route. The answer can be accessed @MTCChennai on X (formerly Twitter) .

Chennai’s public transport is a new kid on the social-media block. By ensuring its presence on Facebook, Instagram and X in October 2023 (when its newly-appointed chairman and managing director Alby John took charge), MTC has sent out a message that it wants to engage with the public.

The beginnings are humble: updated information about bus routes and engaging with users through such trivia.

A staff in-charge of the social media section notes the focus currently is on offering information based on feedback from commuters. They have also started forwarding grievances raised by commuters.

A robust grievance redressal mechanism that combines multiple platforms can raise any civic agency’s profile.

In the last calendar year, Chennai Metropolitan Water Supply and Sewerage Board (CMWSSB) received over 8,000 complaints through social media and an official says almost all of them were attended to. Complainants are sometimes called before closing the complaint.

Posts on the 24x7 helpline number (4567 4567), details of tanker lorries and water level at lakes are among its most popular tweets. Its post about work being under way on Manapakkam to Kolapakkam sewer network witnessed 52,000 views in a single day, making it one of the best responses it has received so far.