Moving citizen grievance redressal entirely onto WhatsApp
An 8-module WhatsApp-native grievance system for Khammam Municipal Corporation, live in Telugu and English with OTP verification and SLA-based escalation.
- 8
- Modules
- 2
- Languages
- 6 mo+
- Live in production
The challenge
Registering a municipal grievance meant a phone call, a visit or an app download — each a barrier, and none of them giving the citizen a reliable way to see what happened next. Complaints that did arrive had to be routed to the right ward and department by hand.
What we built
The whole journey lives inside WhatsApp: a citizen registers a grievance, verifies with an OTP, and tracks it to resolution in the same thread — in Telugu or English. Behind that conversation, grievances are routed automatically to the correct ward and department.
SLAs are monitored continuously, with automatic escalation when one is at risk. Officers and departments work from their own dashboards, and the architecture is built to take on additional urban local bodies without a rewrite.
- WhatsApp-native grievance registration in Telugu and English
- OTP-based citizen verification
- Automated ward and department routing
- SLA monitoring with automatic escalation
- Officer and department dashboards
- Multi-ULB scalable architecture
The outcome
Eight modules have been live in production for more than six months, serving citizens in two languages with no app to install and no office to visit.