Integrated Grievance Routing and SLA Analytics Portal for Municipal Services

Objective: To build a digital platform that streamlines citizen grievance routing, tracks service-level agreements, and provides actionable analytics for municipal authorities.

Indian municipal bodies face significant challenges in efficiently handling citizen grievances related to sanitation, water supply, road maintenance, and public amenities. Many complaints are delayed or misrouted, resulting in citizen dissatisfaction and inefficiency. This problem directly impacts SDG 16 (Peace, Justice, and Strong Institutions) and aligns with the Ministry of Electronics and Information Technology’s (MeitY) push for digital governance.

The proposed solution is an end-to-end portal where citizens can submit grievances, which are then automatically routed to the appropriate department based on location, issue type, and priority. The system will track SLA deadlines, send reminders, and escalate overdue cases, ensuring accountability and transparency in grievance resolution.

The platform will include features such as real-time dashboards for city officials, role-based access, automated routing logic, SLA timer integration, analytics on resolution times, a mobile-friendly citizen interface, and support for multiple languages. The working prototype will demonstrate seamless submission, routing, SLA tracking, and data-driven reporting using live sample data from open municipal datasets.

Measurable public impact will be evaluated by improved resolution rates, reduced average response time, and increased citizen satisfaction. The solution is scalable across urban local bodies and can be adapted for state-level departments, providing a replicable model for digital governance and grievance redressal nationwide.