SMC is one of the best-managed Municipal Corporation in India with an efficient, responsive and transparent administration. This status of SMC is now self sustained as SMC understood the importance of feedback from the citizen and installed a system long time ago, by which not only the feedback of the citizen was received but also the citizens were boosted to give their feedback on a regular basis. The salient features of this systems are summarised as below :

• Through this system a citizen is able to lodge his complaint at SMC’s ward office or zone office. These complaints are registered on a red or white card depending on the nature of the complaint as to whether it is a complaint related to engineering works or that related to health and sanitation.
• These complaints are further classified into 24 hours, 48 hours, 72 hours and seven-day complaints as to its ultimate compliance.
• The complaint lodged is assigned to a particular officer and the same officer is responsible to report back on the status of the complaint to the complainant and take his signature on satisfactory completion of the task.
• The failures at various complaints are critically analysed once a week at a high level meeting and the guilty of the same is taken to task.

This is system is also a control mechanism as it gives out the sign of the weak and failing components of the system and the same can be either repaired or replaced at the earliest so that the efficiency of the system is maintained or improved.