Citizens can easily access various municipal services without needing to visit multiple offices or navigate complex procedures.
System available round the clock - Call Centre, Website, SMS, Email, IVR, Ward Offices, Mobile Application, WhatsApp Chatbot.
The platform ensures transparency by enabling citizens to track the status of their complaints and service requests in real-time, fostering trust in local authorities.
Benefits of CCRS
Citizens can raise complaints, request services, and receive updates promptly, significantly reducing time wasted in queues or follow-ups.
CCRS analyzes complaints and turnaround times, helping municipalities enhance services and prioritize effectively.
CCRS empowers citizens by giving them a direct channel to report issues, provide feedback, and participate actively in the betterment of their city.
About CCRS
Comprehensive Complaint Redressal System — empowering citizens, enabling governance.
Multi-Channel Access
Citizens can lodge complaints through Call Center, Website, WhatsApp, Mobile App, SMS, or by visiting Ward Offices. Multiple complaints can be filed in a single interaction.
Every complaint receives a unique acknowledgement number for transparent tracking throughout its entire resolution lifecycle.
Register
Citizen lodges complaint via any channel and receives an acknowledgement number.
Assign
System auto-assigns to the area officer and sends SMS alert for immediate action.
Resolve
Officer resolves within SLA and marks closed. Citizen receives SMS confirmation.
Escalate
Unresolved complaints auto-escalate to higher authorities up to Dy. Commissioner level.
Complaint Ecosystem
Register, track, and re-open complaints through 7 integrated channels — available 24/7 for your convenience.
Services & Solutions
A comprehensive service delivery framework designed for maximum accessibility and citizen empowerment.
Responsive Design
Tailored communication channels that adapt to the diverse needs of every citizen, ensuring no one is left behind.
Quick Decisions
Empowering officials with real-time decision support tools and mobile capabilities for rapid response.
Stakeholder Sync
Seamlessly connecting all stakeholders with accurate information through integrated digital pipelines.
Clear Visibility
Unprecedented transparency allowing stakeholders to monitor progress and maintain high-speed communication.
Smart Escalation
Automatic multi-level escalation to higher authorities if service level agreements (SLAs) are not met within timelines.
Omni-Channel
Access services 24/7 via Call Center, Website, WhatsApp, Mobile App, SMS, or physical Ward Offices.
Verified Closure
Every complaint resolution is verified via SMS confirmation and citizens have the power to re-open cases.
Actionable Insights
Real-time performance analytics for every zone and department to continuously optimize municipal services.