CPWD Sewa – Central Public Works Department

The CPWD Sewa is in charge of developing and maintaining the Government of India’s landed assets, which include residential and non-residential structures. Even monumental, other significant structures and infrastructure projects are included. CPWD Sewa had previously been launched as a Pilot Project.

CPWD Sewa Management devised the CPWD Sewa, for which software was built and developed by the National Informatics Centre, Government of India, in accordance with CPWD’s specifications.CPWD created CPWD Sewa using a globally proven electronic / web-based form of management for improving business and offices.

This was done to make it easier for CPWD management as well as residents of residential and non-residential properties to handle maintenance concerns effectively.

In the year 2002, a pilot project for the maintenance management of residential quarters in Delhi was launched. Since then, constant efforts have been made to develop CPWD Sewa based on CPWD’s expertise as well as making use of technological advancements in ‘Information and Communication Technology (ICT)’.

In April 2010, in addition to the user-friendly CPWD Sewa website, a Call Centre Service, as well as SMS services for two-way communication, was created as an interface between the inhabitants and CPWD.

These recently added features have made CPWD Sewa a household name among inhabitants of CPWD-managed buildings. CPWD administration is effectively utilizing the database of complaints and their disposition for the ongoing development of maintenance services.

CPWD Sewa Online Complaints

After logging into the CPWD Sewa website, the kind of complaint (i.e. residential or non-residential) can be selected from the drop-down option on the left panel of the screen. The complainants were offered alternatives such as house details, service center, building name, general search, or mobile number to choose a residential quarter or non-residential building.

Based on the information available to him, the complainant can select any of the aforementioned choices. Against the complaint filed, the resident may choose their desired day of attendance, as well as their preferred hour of attendance. When you click the Submit button, a confirmation screen with the UNIQUE displays.

The system generates a complaint number automatically. Complaints should be directed at the CPWD/PWD and its employees.  Complaints should not be anonymous or pseudonymous. For correspondence, complainants are requested to include their full names and postal addresses.

E-mail complaints should include the sender’s complete postal address and, if applicable, mobile/telephone number. Complaints on the email received without this information will be treated as anonymous/pseudonymous and filed. The Vigilance Department is solely responsible for matters of corruption, including charges of wrongdoing or malpractice.

Complaints should not be biased or based on personal concerns that are unrelated to vigilance. Complaints with incomplete/vague/generic observations are typically filed since they are difficult to ask into or investigate.

Complaints should be filed on matters involving vigilance that is not already being litigated in courts, tribunals, or other bodies, i.e. the case should not be pending.

CPWD Sewa Complainants who want to lodge a whistleblower complaint and keep their identities hidden should follow the Central Vigilance Commission’s protocol. Non-compliance with this procedure will be viewed as a general complaint.

How to register a Complaint in CPWD Sewa?

This module was created to accept calls at a designated call center so that calls that were previously received at separate service centers may now be routed to a centralized location, i.e. Call Center, 24 hours a day, seven days a week. All complaints are received by the call center via toll-free lines.

The call center has the capability of taking calls and lodging complaints in real-time using the same website http://cpwdsewa.gov.in. Other amenities have been given in parallel with the call center set up to help the users.

There is an SMS service where SMS is created and delivered to the user’s registered mobile phone at several stages, such as when the complaint is submitted, when the complaint is allocated to a worker, and when the complaint is attended. In addition, the consumer has the option of sending their comments by SMS. After the Call Center submits a complaint to the website, it is handled by the appropriate service center.

As a result, when a complaint is received, the call center collects input from the users to determine their degree of satisfaction. This input, which is also collected through SMS, is compiled into an MIS report that can be viewed by the applicable JE and officials.

Here are the steps to register a complaint in CPWD Sewa

  • Go to the official website of CPWD Sewa or https://cpwd.gov.in/vig/vigilanceLodgeComplaints.aspx
  • Fill the details
  • Name of Complainant
  • Address of Complainant
  • Village/City
  • District
  • State
  • Pin Code
  • Complaint Details
  • And Submit your complaint photo
  • You will receive a confirmation message with your complaint number to your registered mobile number or email address.

Check Complaint status in CPWD Sewa

Here are the steps to check your CPWD Sewa complaint status

  • Go to the official website of CPWD Sewa or https://cpwd.gov.in/vig/vigilanceLodgeComplaints.aspx
  • Now put the complaint number in the complaint number box
  • And choose the complaint date
  • Now tap on the submit button
  • Now you will be able to see the complaint status.

Conclusion

CPWD Sewa, a web program initially designed for residential units exclusively, was created to meet CPWD’s needs. This served as a link between residential unit allottees and the CPWD Service Center. This was confined to filing and monitoring allottees’ daily maintenance complaints.

It was a web-based service for allottees that ran alongside the usual approach for filing complaints through Service Centers. However, with the advancement of technology and the integration of CPWD Sewa Call Center and toll-free number, SMS services, feedback system, and other systems, the human interaction at Service Centers for reporting complaints has been completely eliminated.

While the Maintenance Management capabilities in CPWD Sewa have been improved, they have also been expanded to encompass non-residential assets. As a result, CPWD Sewa has been transformed into a comprehensive maintenance operation and management tool for CPWD’s residential and non-residential housing in Delhi.

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