E-Governance / Citizen Services
Citizen Services
A GIS-based grievance reporting and management platform with a citizen mobile app and a Facebook app. Citizens capture a photo of a civic issue — potholes, uncleared garbage, leaking drains, unauthorized construction — and the app automatically attaches GIS location, phone number and timestamp. The relevant engineer is alerted by SMS and can act on the mapped complaint, with workflow support for third-party contractors. Gained wide adoption after use during Mumbai's 2012 monsoon pothole-reporting drive, and has since drawn interest from law-enforcement agencies for crime reporting.
What’s inside
Part of the E-Governance suite. Every capability below is a working module in production with government clients — not a roadmap.
M-Governance Capabilities
- App for citizens and authorities
- Online complaint registration
- Online bill / tax payment
- Right to Services
- Tender information
- Know Your Works
- Android, iOS and Windows platforms
Chatbots
- 24/7 support without added headcount
- Handles high-volume, repetitive citizen queries
- Frees staff for complex, high-touch cases
- Reduces the need for round-the-clock multilingual/international staffing
In Production
Citizen-Reported, GIS-Verified Grievances
Pimpri Chinchwad Municipal Corporation; adopted for Mumbai monsoon grievance reporting
Voice of Citizen (voiceofcitizen.com) pairs a citizen mobile app and Facebook app with a GIS-based grievance management system. Citizens photograph an issue; the app auto-captures GIS location, phone number and timestamp, and SMS-alerts the responsible engineer, who actions it on a map with third-party contractor workflow support where needed.
Read the full success story →Outcomes
- Launched at Pimpri Chinchwad in 2010
- Gained wide adoption during Mumbai's 2012 monsoon pothole-reporting drive
- Has drawn interest from law-enforcement agencies for crime reporting on the same platform
E-Governance Enquiry