The Grievance Redressal Platform - fostering a sense of community in an emerging city
The solution was developed for a municipal corporation under the Smart City initiative by the Indian government.
Our Client
Our client is a civic body and the second largest municipal corporation in Tamil Nadu, India.The city the client governs, Coimbatore, is emerging as an industrial and educational hub of the state with a population of over 2 million.
The Challenge
Coimbatore is a growing tier 2 city where addressing the needs of the people, and overlooking the maintenance of infrastructural facilities was a challenging task. Information regarding the same would be collected by officers through visits and inspections, and through grievances reported by citizens. The grievances would be recorded manually, and this proved tedious for the officers to track with the growing number of complaints and facilities that required monitoring and follow ups, respectively.
The Solution
Heptagon Technologies proposed the Grievance Redressal Portal model for the grievance management of the municipal corporation. The solution places citizens as stakeholders who can post about a grievance in their locality with a photo through a mobile application. Based on the required redressal, the portal will auto-allocate the complaint to the concerned department officer. This enables the officer to immediately review the complaint, take necessary action, and report it to corporation administrators quickly.
The Outcome
The Grievance Redressal Portal gave the citizens a sense of ownership and belonging. They could post a complaint they wanted to report and track the progress of redressal. They also had the option to reopen a grievance based on the review of work.
3X
Increased Usage
2X
Rate of Redressal
11,000+
Grievances tracked & resolved
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