Context
A municipal body needed a way for citizens to raise complaints and track their resolution, in Hindi, with notifications that worked for people who don't live in their inbox. Staff needed a workflow to triage and resolve issues.
The problem
- — Citizens had no clear, trackable way to report civic issues.
- — Complaints arrived through scattered channels with no status visibility.
- — Many citizens needed a Hindi-first interface and SMS rather than email.
What we built
- — Hindi-language citizen portal for raising and tracking complaints.
- — SMS notifications on complaint status changes.
- — Staff workflow to triage, assign, and resolve complaints.
- — Status visibility for citizens from submission to resolution.
- — Accessible, low-bandwidth-friendly design.
Outcome
- — Citizens gained a single, trackable channel to report issues.
- — Complaint status became visible end to end.
- — SMS notifications reached citizens who don't use email.