Every citizen complaint. Resolved.
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6
User roles
6
Status stages
7
Analytics views
3
AI engines
Live dashboard
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1,284
Total Complaints
243
Open
389
In Progress
617
Resolved
12
SLA Breached
23
Escalated
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The problem
Complaints live in WhatsApp.
Not in systems.
Phone calls, walk-ins, registers, sticky notes, group chats — everything ends up scattered across people, and when someone leaves, the knowledge leaves too. There is no single source of truth.
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- No tracking — Complaints go missing between people and apps
- No owner — Nobody knows who was supposed to act, or by when
- No visibility — Leadership sees curated reports, not the real picture
- No data — When staff turn over, institutional knowledge disappears
- No trust — Citizens get no updates — they assume nothing was done
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- Unique ID on submit — Every complaint timestamped and trackable from second one
- Enforced ownership — Officer and department locked in — system, not memory
- Live leadership view — Seven real-time analytics dashboards, scoped to authority
- Immutable audit trail — Full status history survives any personnel change
- Citizen transparency — Track status anytime with only the tracking ID
Core capabilities
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Structured lifecycle
OPEN → ASSIGNED → IN PROGRESS → RESOLVED → CLOSED. Role-gated transitions enforced by the system — no skipping, no silent closures, no workarounds.
Built-in AI intelligence
Three on-device engines — priority prediction, sentiment analysis, duplicate detection — score every complaint before a human touches it. No external API, no extra cost.
SLA auto-escalation
Per-department deadlines with a background job that warns at 75% elapsed time and auto-escalates breaches every 30 minutes — with email alerts dispatched automatically.
Executive analytics
Seven live reports — Overview, Trends, Department Performance, Officer Leaderboard, SLA Heatmap, Escalation Trends, Category Distribution — scoped to the viewer's authority.
Real-time notifications
Server-Sent Events deliver instant in-app alerts on assignment, status change and SLA breach. No polling, no page refresh — the dashboard updates the moment something changes.
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AI intelligence layer
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Incoming complaint
BharatSetu-20260301-A4F7B3C2Description
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Category
Water Supply
Filed by
Public portal
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EscalatedDepartment
Water Dept.
Assigned to
R. Kumar
AI analysis — completed in <50ms
Priority Prediction
Rates CRITICAL / HIGH / MEDIUM / LOW based on the description. A burst water main ranks higher than a noise complaint — automatically, every time.
→ Health + infrastructure language → CRITICAL override
Sentiment Analysis
Detects distress, urgency and frustration in the citizen's language. Distressed reports surface in leadership views before calm ones at the same priority.
→ "children are sick" → DISTRESSED escalation flag
Duplicate Detection
AI compares incoming reports with recent active issues. Flags potential duplicates to prevent redundant dispatch.
→ 90% similarity w/ #4092 → DUPLICATE WARNING
How it works
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Citizen submits
Through the public portal or via staff. Instant tracking ID issued. AI scores priority, sentiment, and duplicate status before a human opens it.
Routed to the right team
Admin or Department Head assigns to officer. System enforces scope — officers see only their own queue, heads only their department.
Officer resolves
Officer moves through the enforced lifecycle with full notes, file attachments and an SLA timer visible on every card—escalating automatically if breached.
Citizen rates & closes
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For citizens
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File a complaint
Open to publicSubmit any grievance — road, water, sanitation, safety — with a description and optional contact details. No account, no app download.
Submit nowTrack your complaint
No login neededEnter your tracking ID to see the current status, assigned department, officer name, and last update — live, in real time.
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File attachments
Officers and citizens attach photos, scanned documents, and site reports directly to the complaint. Files stored with signed, time-limited access links — no permanent public exposure.
Officers see evidence before visiting the site.
Internal staff notes
Officers and department heads add private notes to complaints — field observations, coordination details, internal decisions — never visible to citizens.
No more parallel WhatsApp threads that disappear.
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Designed for every role
Six distinctive roles
Every user sees exactly what they need — nothing more. Role scopes are enforced in code, not policy.
Platform Owner
Central IT / Platform maintainer
Global platform management, cross-state audit and analytics, top-level tenant provisioning
State Super Admin
State Nodal Officer
Cross-office management within their state, tenant provisioning, state-wide audit and analytics
Admin
Office administrator, IT manager
Full office management — user creation, department setup, all complaints within their tenant
Department Head
HOD, section chief
Assign complaints within their department, department analytics, SLA monitoring for their team
Officer
Field officers, resolution staff
See and action only their own assignments — update status, add notes, upload evidence
Call Operator
Front-desk staff, call centre agents
Log complaints on behalf of citizens — phone, walk-in, letter — and track them by ID
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to your office?
No complaint is lost. No deadline is invisible. No step is undocumented. Start managing citizen grievances the way a modern office should.
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