Citizen Connect: Grievance Management System for Smart Cities

What is a Public Grievance Redressal System?

A public grievance redressal system gives citizens one place to report civic issues such as water, sanitation, streetlights or roads, and gives officials a way to track every complaint until it is resolved.

Citizen Connect is a grievance redressal system and citizen engagement platform for municipal corporations and smart cities. Every complaint is logged, assigned to the right department, tracked in real time and escalated automatically if it is overdue, with status updates back to the citizen.

How Citizen Grievances Are Resolved

• The citizen registers a complaint through the call centre or the mobile app.
• The grievance is categorised and assigned to the responsible department and officer.
• Field staff act on the complaint and update status with photos.
• Escalation rules move overdue complaints to senior officials.
• The citizen is notified on resolution and can share feedback.

Related Solutions

• Smart poles (mPoles)

Frequently Asked Questions

What is a grievance management system?

A grievance management system lets citizens register complaints and tracks each one through assignment, action, escalation and resolution, giving officials full visibility.

Which channels can citizens use to register grievances?

Citizen Connect supports multi-channel grievance registration, including the call centre and the mobile app, with real-time status tracking for every complaint.

Who uses Citizen Connect?

Municipal corporations and government bodies such as NDMC New Delhi and Faridabad Municipal Corporation use Citizen Connect for grievance redressal and civic services.

Has Citizen Connect received any awards?

Yes. The NDMC deployment received the Prime Minister’s Award for Excellence in Public Administration.