AMC goes digital, citizens to get complaint resolutions with before-after images

Since 2013, Amdavad Municipal Corporation (AMC) has provided an online system for citizens to register complaints regarding basic civic amenities. Now, this complaint system is being upgraded to a fully digital mode. Under the new system, before-and-after photos related to complaints will be uploaded, and AI technology will be used to analyse the data and identify hotspots.

AI to analyse complaint data

Citizens of Ahmedabad lodge complaints related to roads, drainage, water supply, and other essential services by calling the number 155303. A common issue over the years has been that many complaints are marked as resolved even when no action has been taken. To address this issue, AMC is transitioning to a Comprehensive Redressal System in digital format.

Standing Committee Chairman Devang Dani stated that the new tender includes provisions for obtaining geo-location data for all complaints. Currently, around 80% of complaints are received via call centres, which do not provide accurate location information. 

This limits AMC’s ability to perform proper analysis. In the new system, agencies handling complaints via call centres will be responsible for geo-tagging each complaint, enabling more precise analysis.

Benefits of the new system

• AMC will be able to track the situation at the complaint site before and after the issue is resolved.
• Uploading before-and-after photos will become mandatory.
• An AI system will analyse complaint data for patterns.
• The analysis will help identify hotspots — areas with frequent issues.
• There are provisions for developing a dashboard for predictive analysis and forecasting.
• A user-friendly mobile app may be developed to reduce the load on call centres.