Executive Summary
Ghaziabad Nagar Nigam (GNN) sought to enhance citizen engagement, simplify complaint registration, improve grievance tracking, and increase property tax collections.
We delivered a cloud-based IVR system and a mobile grievance management app that automated citizen interactions and streamlined communication. This initiative significantly improved service efficiency, boosted tax revenue, and advanced GNN’s digital transformation efforts.
The Challenge
Ghaziabad Nagar Nigam faced several operational hurdles:
- Difficulty for citizens in registering and tracking complaints efficiently.
- Manual complaint handling processes leading to delays, errors, and dissatisfaction.
- Limited citizen awareness regarding tax relaxation schemes (10%, 20%, 30%) for timely property tax payments.
GNN required an automated, scalable, and citizen-centric platform to simplify interaction, improve service delivery, and support revenue collection without adding administrative burdens.
Recommended Solution
We recommended implementing a cloud-based IVR solution combined with a mobile grievance management system to automate and streamline all citizen interactions.
The solution enabled:
- Automated complaint registration via an IVR call with instant SMS notifications containing complaint numbers.
- Real-time complaint tracking through a dedicated mobile app.
- Targeted IVR campaigns to inform citizens about property tax discounts and encourage timely payments.
This approach provided citizens with multiple, easy-to-access platforms for engaging with Ghaziabad Nagar Nigam.
Strategy and Solution
Our multi-faceted strategy included:
- Deployment of an IVR Cloud System: Citizens called a dedicated number to lodge complaints through an automated voice menu and received SMS updates instantly.
- Launch of a Mobile Grievance App: Citizens could register complaints, track their status, and receive timely updates via the mobile application.
- Automated IVR Campaigns for Tax Awareness: Outbound IVR calls were used to remind citizens about upcoming tax deadlines and relaxation benefits.
- Cloud Infrastructure: The cloud-based setup ensured high availability, scalability, and minimized the need for physical infrastructure upgrades.
Key Results
- 50% faster complaint registration and tracking processes.
- 20% increase in on-time property tax collections compared to the previous year.
- Higher citizen satisfaction due to improved transparency and easier access to services.
- Operational efficiency gains, with reduced manual workload for GNN staff.
- Progress towards smart governance, aligning with digital India initiatives.
Conclusion
The deployment of the cloud-based IVR and mobile grievance management system allowed Ghaziabad Nagar Nigam to modernize citizen services, making interactions faster, transparent, and more accessible.
Additionally, the automation of tax communication efforts contributed to significant revenue improvements.
This case exemplifies how technology-driven solutions can empower urban local bodies to deliver better governance and improve public trust.
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