AI-powered CCRS 2.0: Ahmedabad civic body to monitor complaint redressal, curb premature closures

The Amdavad Municipal Corporation (AMC) is set to upgrade its civic complaint redressal platform with artificial intelligence in an effort to prevent officials from closing complaints without resolving them and to improve monitoring of service delivery.

The civic body currently receives more than 190 types of complaints online, covering issues such as water supply, drainage, and road maintenance. However, municipal authorities found that in several cases complaints were marked as resolved by officials or staff even though the underlying problem had not been addressed.

To address this, AMC plans to introduce changes under the CCRS 2.0 system over the next two to three months. The upgraded platform will use artificial intelligence to continuously monitor the performance of officials and employees handling complaints.

 The municipal administration is expected to spend around ₹1 crore on upgrading the system.

 AI monitoring and photo verification

Under the new system, once a complaint is registered, the responsible officer or employee will be required to upload “before” and “after” photographs of the work carried out.

 Artificial intelligence will then verify the photographs submitted by field officers as proof that the work has been completed.

 The upgraded digital governance system will also feature an analytics dashboard, real-time complaint tracking, and ward- or zone-wise analysis to monitor civic issues across the city.

Token-based tracking for citizens

The revamped platform is designed to make the complaint process more transparent for residents.

When citizens register complaints about basic civic issues, they will be required to provide their name, mobile number, and details of the problem. They will also be asked to specify how long the issue has existed.

After the complaint is logged, a token number will be issued and the complainant will be informed of the estimated time required to resolve the issue.

Under normal circumstances, complaints related to sewage overflow are expected to be resolved within two days.

The system will also ensure that calls made by citizens to report civic issues are not dropped during the complaint registration process.

AI chatbot and voice-enabled complaints

According to AMC Standing Committee chairman Devang Dani, the upgraded platform will include an AI-based chatbot with voice input support.

“This will allow citizens to register complaints at any time of the day without depending on the call centre,” Dani said.

Key features of the upgraded system

The CCRS 2.0 upgrade will introduce several AI-enabled features aimed at improving complaint management:

Citizens will be able to register complaints directly through an AI voice agent via phone calls, reducing call waiting time.

AI will verify photographs uploaded by field officers as proof that the work has been completed.

Based on the description of the complaint, the system will automatically identify the relevant department and forward the issue.

Multiple complaints from the same area or of the same type will be grouped automatically for faster action.

Photographs uploaded by citizens will be analysed by AI and routed to the appropriate department.

The system will verify photographs before allowing a complaint to be reopened, ensuring unresolved issues can be addressed again.

Municipal officials say the changes are intended to strengthen accountability in civic services and ensure complaints are resolved before they are formally closed.