The charter's leitnotif was that civic problems will be redressed at the ward level to ensure speedy delivery. But DMCs and ward officers who actually process the problems feel that powers wil have to be decentralised if citizens' woes are to be addressed. At a recent meeting, they expressed the need to bring about reorganisation in the corporation's functioning to make this happen. According to a ward officer, a study on the possible changes will be studied by the DMCs, which will then be submitted to Nalinakshan by August.

A ward officer attributed the delay in or non-redressal of grievances to lack of communication and co-ordination between the officerslocated at the head office and at the ward level. If the promise that the Citizens' Charter holds out has to become a reality, reforms will have to ushered in, he added. As of now, ward officers handle removal of garbage, sweeping of roads, providing and replacing garbage bins and acknowledgement of submission of forms for various complaints.

DMC, zone III S S Shinde added, ``With the population in Mumbai crossing the one crore mark, it is not possible to provide day to day services sitting at an office which is 25 kms away from the problem. Grievances will have to be redressed by the local officers and for this, changes in the functioning will have to be introduced.''

That would also entail changes in the way grievances are tossed between departments. Cases such as granting of water connections are vested with the hydraulic engineer, yet, in cases of default in payments, it is the ward officer who has to do the dirty job, thus also earning the brickbats in the bargain.

Another ward officer informedthat an application for a simple license for shops and establishments is routed through atleast five officers before it is finally approved. ``Why is it necessary to obtain the sanction of the deputy and the executive health officer for issuing license for a shop and hotel?'' he wanted to know. It takes atleast six months to obtain the signature of the six officials. Once a DMC or an official of a senior rank approves the application, permission should be granted immediately, he added.

The DMCs have now decided to meet the citizens at their head offces on the third Monday of every month. Ward officers of the zones may also be present for the meetings.