Efficiently Manage & Resolve Public Grievances
✅ What is a Citizen Complaint CRM?
A Citizen Complaint CRM is a specialized customer relationship management system tailored for handling public grievances and service requests from residents. It centralizes the process of registering, tracking, and resolving complaints related to civic services like sanitation, water supply, street lights, roads, public safety, and more.
🎯 Who Needs It?
- Municipal Corporations & Nagar Nigams
- Smart City Administrations
- Public Works Departments (PWDs)
- Local Urban Bodies & Panchayats
- Housing Societies & RWAs
- Civic Tech Startups offering complaint redressal platforms
🧩 Key Features
- Multi-Channel Complaint Capture
- IVR, WhatsApp, Web Portal, Mobile App, Call Center
- Auto-ticket generation on complaint submission
- Geo-Tagging & Categorization
- Complaints tagged with location (GPS)
- Auto-sort by department: sanitation, electricity, water, etc.
- Automated Ticket Assignment
- Assign to nearest engineer/department staff based on zone & issue type
- Real-Time Complaint Tracking
- Residents get a tracking ID & status updates via SMS/WhatsApp
- SLA & Escalation Management
- Resolution timelines with automated escalations if delayed
- Internal Staff Dashboard
- Role-based access for zonal officers, supervisors, engineers
- Daily workload overview & priority sorting
- Public Feedback & Ratings
- Feedback form after resolution
- Track citizen satisfaction score by department
- Analytics & Reporting
- Heatmaps of complaints
- Monthly grievance redressal reports
- Department-wise performance metrics
- Integration Ready
- Works with GIS systems, public helplines, ULB APIs
- Integrate with government grievance portals (e.g., CPGRAMS)
- Mobile App for Field Workers
- Accept assignments
- Upload proof of work (images, notes)
- Mark issues as resolved
🔐 Security & Compliance
- Role-based access control
- Secure data storage
- GDPR/DPDP compliance (for citizen data privacy)
🛠️ Tech Stack Suggestions
- Frontend: React.js or Flutter (for citizen mobile app)
- Backend: Node.js or Django
- Database: PostgreSQL or MongoDB
- CRM Engine: Custom-built or Zoho CRM customization
- Notification Services: Twilio, WhatsApp Cloud API, Firebase
- Hosting: AWS/GovCloud or NIC servers (for government compliance)
📈 Benefits
- Improves citizen trust in local governance
- Reduces manual complaints handling & delays
- Boosts efficiency in issue resolution
- Enhances transparency & accountability
Deployment Models
- Cloud-based CRM: Fast setup, lower cost
- On-Premise: For data-sensitive deployments in municipalities
- White-Label Option: For civic-tech SaaS providers
💡 Use Cases
City | Use Case |
YamunaNagar | Real-time garbage complaint redressal |
Pune | Road maintenance request portal |
Noida | Water leakage & street light issue management |
Panchkula | Real-time garbage complaint redressal |
📞 Want a Demo?
You can build & demo a WhatsApp-integrated complaint CRM using tools like: