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Citizens are frustrated Too many issues to complain about
Physically have to go to different offices
Long queues at Govt. offices
Poor service delivery, no timely disposal
Often officers are not available
Result: Increasing Distrust in Government
The Goal… Citizens to recognize their responsibility
Technology to serve as the eyes and ears for CDGL in connecting with the 10 million + citizens out there (CCC)
Share the happenings around the City
Help us Help YOU!
24 hours, 7 days a week Trained Agents (initially 5) Option of call back in case of long queues Location based reporting (GIS Visualization) Real-time monitoring Complaints pushed to dashboard, email and SMS Daily SMS summary to TMOs, ACs and ADC(G) Dashboards and reports for senior Administration
Features
Complaints
Registered by Citizens
Dashboards
DCO, ADC(G), DOC, ACs, TMOs
EDOH, DOH, DDOHs,
Incharge Sunday Bazar
Food Inspectors
TORs
Zimmedar Shehri CMS
Citizens can complain 24/7
Govt. resolves with mobility
Enhanced service
delivery and customer
satisfaction
The Process
• Resolved complaints can be verified by call center agent
Third party verification
• Drill down view for CDGL to the lowest level in real-time
Enhanced Transparency • Policy planning
• Resource management
Informed Decision Making
• Increased citizen satisfaction
Good Governance