Citizen Services Platform

Punjab Information Technology Board

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!

The ULTIMATE Goal..

24/7 Governments Request a service (CES)

Report an issue

File a complaint

Share a feedback

The Solution

08000 CDGL (2345)

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

GIS Visualization

Task Management

Complaint verification through SMS

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

THANKS