SWACHHATA SOLUTIONS
The Swachhata application is a fourth generation complaintredressal mobile and web platform. It is a quantum leap in how
complaints and grievances are being redressed by MunicipalCorporations in India. This solution is for all the 4041 towns and
cities of India.
AN INITIATIVE OF THE SWACHH BHARAT MISSION
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Why civic engagement & technology matters
The core of the Swachhata application is to use the knowledge aboutcitizen participation and civic engagement gained through more than
a decade of work on the ground by Janaagraha to help resolve theSwachh Bharat complaints.
transparency& accountability
This is perhaps for the first time that a transparent and accountablesystem of grievance redressal is being set into motion. Not only are the
complaint categories defined in detail, the time for the resolution ofthe complaints is built into the system. Citizens can also hold Municipal
Corporations accountable when they do not deliver.
table of contents
bacKgrounD
hoW Does the system WorK
Whats neW
public sanitation complaint
categories
citiZen app
engineer app
municipal aDministrator Website
citiZen Website
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08
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BACKGROUND
The Swachhata application fuses together
a time-tested complaint redressal
platform with the opportunity for citizens
to work together on civic issues with
community centric features for citizens
to vote up on complaints, share them with
other concerned citizens and comment on
the work being done.
To understand the ground-breaking
nature of this application, we need to
recall the past of grievance redressal in
India.
Initially, there was the pen and paper
solution where citizens would visit
government offices and write down their
complaints. Then, many of the Municipal
Corporations started using call centres to
take in complaints.
As technology progressed, some of the
more tech-savvy Municipal Corporations
had their own call centers, also
offering citizens the choice to email
their complaints in. However, often the
websites weren’t integrated seamlessly
with the back-end of the Municipal
Corporation , which left citizens unhappy
with the process.
Today, next-generation mobile
applications like Swachhata are breaking
new ground. They are the fourth
generation solution for resolution
of Swachh Bharat grievances at the
Municipal Corporation level.
The mobile and web applications are
developed by I Change My City – a
division of Janaagraha – a non-profit
Swachh Bharat Mission is a national campaign by the Ministry of Urban Development,Government of India, covering 4,041 statutory cities and towns, to clean the streets, roads and
infrastructure of the country.
The campaign was officially launched on October 2, 2014 at Rajghat, New Delhi, where PrimeMinister Narendra Modi himself cleaned the road. It was performed in remembrance of Mahatma
Gandhi, the father of the nation. It was India’s biggest ever cleanliness drive and 3 milliongovernment employees, and school and college students of India participated in this event.
based out of Bengaluru.
The Ministry of Urban Development,
Government of India has signed an MoU
with Janaagraha for development, hosting
and maintenance of the applications.
It is a unique effort in that for the first
time, a national level application will be
using both smartphones and the web
with seamless integration and delivery of
information. This is being done for all the
4041 town and cities of India, up to the
municipal ward level.
THe CITIzeNMOBILe App IS AvAILABLe ON ANDROID AND
IOS, WHILe THe SANITARyeNGINeeR App IS AvAILABLe
ONLy ONANDROID
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hoW Does the system WorK?
A mobile application on Android and iOSfor citizens to upload Swachh Bharat complaints.
THE CITIZEN APPLICATION
A mobile application in Android for the sanitary en-gineer/inspector to see the complaints uploaded by the
citizen and take action on the ground.
THE SANITARY ENGINEER APPLICATION
A website for Municipal Commissioners and their dig-ital teams to monitor the complaints received in their
cities and towns.
THe WeBSITe FOR MUNICIPAL AdMINISTRATORS
THe SWACHHATA RATING SySTeM WORKS ON THe
NUMBeR Of COMpLAINTS THAT HAve BeeN ReSOLveD
By THe CORpORATION - WITH ADHeReNCe TO SeRvICe
LeveL AGReeMeNTS AND TO THe SATISfACTION Of
THe COMpLAINANTS.This is a website open to all citizens, it will provide a ratingand ranking for all the cities on the Swachhata platform based
on the resolution rate. It will provide a break down of theperformance of each ward in the city. Citizens cannot log intothe site to lodge complaints - complaints will only be lodged
through the mobile app.
Rating anD Ranking website foR citizens anD stakeholDeRs
The key to the working of this mobile application is large scale citizen participation. Sanitation
problems in urban India cannot be left for the government alone to resolve. This is where the
application comes in, with its inputs from citizens to monitor and resolve issues in real time. The
app amplifies citizen voices and helps build communities that can stay engaged during the course
of the Swachh Bharat movement.
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WHAT’S NeW fORSTAKeHOLDeRS
FOR CITIZENS:
Simplicity and ease of reporting a grievance -
citizens only need to take a picture of the complaint
they see and post it through their Swachhata app.
The app can pinpoint the location of the complaint
with accuracy using the geo-location of the picture,
which will lead to faster resolution of the complaint.
Citizens will get regular updates on the status of the
complaint in the form of a push notifications.
Citizens will get a push notification with the ‘Re-
solved’ image uploaded by the sanitary inspector or
engineer when they change the status to Resolved.
Citizens can re-open the complaint if they are not
satisfied with the resolution.
As complaints get resolved, citizens can provide
feedback on the quality of the resolution.
Citizens can also view complaints of other localities.
FOR SANITARY INSPECTORS:
Sanitary inspectors get the exact location of the
complaint with the landmark instead of them
searching for the location of the complaint.
Sanitary inspectors get a photo of the complaint right
on their mobile phones.
Sanitary inspectors can upload a resolved image right
from their mobile phones.
Sanitary inspectors can show the quality of their
work, and gets instant feedback from citizens.
FOR MUNICIPAL ADMINISTRATORS:
With the touch of a button they can see a dashboard
with all the complaints in their city, the status of the
complaints and their resolutions.
They can see which of their sanitary engineers have
been active in resolving complaints and get feedback
instantly on why complaints have not been taken
up. They can also spot a recurrent problem or an
intractable one.
APPLICATION NAME:Swachhata Administrator Dashboard
PLATFORMS:Website & mobile website
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APPLICATION NAME:SBM - Engineer
PLATFORMS:Android & mobile website
APPLICATION NAME:Swachhata Citizen App
PLATFORMS:Android & iOS
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Action on the complaints may vary depending on the categories. Action for most complaints will be initiated from 6 hours of registration. There is a detailed escalation process built in the mobile application so that complaints that are not resolved at the lower level are moved to higher levels for action and resolution.
When will action be taken on a complaint?
CONCeRNeD CITIzeN
public sanitation categories & slaservice level agreements
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PRODUCT NAME:Swachhata App
PLATFORMS:Android & iOS
Swachhata app - citizen
SWACHHATA AppfOR CITIzeNS AvAILABLe ON ANDROID AND IOS
Citizens can download the mobile application and
use it to file complaints. Citizens only need to take
a picture of the complaint they see on the ground
and post it through the Swachhata app.
The app can pinpoint the location of the complaint
using the geo-location of the picture. It would
automatically get forwarded to the municipal
corporation for action.
Citizens get regular updates and notifications on
the status of their complaint.
Citizens can send comments, feedback, reply to
status messages and give final comments after
verifying whether the complaint has been re-
solved on the ground.
Users can also vote up on complaints in their
locality or complaints uploaded by friends and
neighbours.
PRODUCT NAME:SwachhataApp PLATFORMS:Android & iOS
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MOBILE APP - ENGINEER
SBM - eNGINeeR App ONLy AvAILABLe ON ANDROID
PRODUCT NAME:SBM - Engineer App
PLATFORMS:Android & mobile website
The engineer app should be downloaded only
by engineers. If it is downloaded by a citizen it
will not work. Even for engineers it needs to
be authenticated by the concerned Municipal
Corporation.
Initially, the SBM - Engineer app will be available
for download for Municipal Commissioners and
their digital teams. It will be made available for
engineers and sanitary inspectors as and when
required by their Municipal Commissioner/
Corporation.
The app will show recent complaints in the area of
the sanitary engineer, for which action needs to be
taken. The assignment of the work can take place
either automatically, or manually by the Municipal
Corporation office.
If the Municipal Corporation office has uploaded
the list of the sanitary engineers with their names,
email IDs, and phone numbers in the Swachhata
web admin portal, the work will automatically be
assigned to the sanitary engineers.
If not, the complaint will be manually assigned
by the digital team at the Municipal Corporation
office.
PRODUCT NAME:SBM Engineer App PLATFORMS:Android
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WEB PORTAL - MUNICIPAL ENGINEERS
SWACHHATA SOLUTIONS WeB pORTAL AND MOBILe WeBSITe
PRODUCT NAME:Swachhata Web Portal
PLATFORMS:Website & mobile website
Every Municipal Corporation will be provided
with a special login for them to view the status and
details of all the complaints in a single dashboard,
assign complaints, and resolve any other issues
that might arise.
Portal features include-
A) number of complaints received.
B) location of the complaints received.
C) assignment of work to sanitary super
visors
D) status of the work by engineers.
E) complaints resolved versus pending,
etc.
All these would be available in a visually appealing
format and represented graphically.
PRODUCT NAME:Swachhata Web Portal
PLATFORMS:Website & mobile website
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WEB PORTAL - CITIZEN DASHBOARD
SWACHHATA SOLUTIONS RATING AND RANKINGWeB pORTAL AND MOBILe WeBSITe
PRODUCT NAME:Rating & Ranking Web Portal
PLATFORMS:Website
Citizens can go to the website
www.swachh.city and click on ‘View Dashboard’
on the top right corner of the homepage.
Citizens and stakeholders can view rating and
ranking of various city municipal corporations
across India on how they have resolved the citizen
complaints that have come in through the Swach-
hata mobile app.
These resolved complaints along with the Service
Level benchmarks for the complaints would form
the basis of the rating and ranking system.
There is also a search option for citizens to search
the rankings of the city of their choice.
PRODUCT NAME:Swachhata Web Portal for citizens
PLATFORMS:Website
the larger vision
FOR ANY QUESTIONS ON THE SWACHHATA APP OR SOLUTION
PHONE: 9243090070EMAIL: [email protected]
The larger vision for the Swachhata application is to increase citizen engagement and civic
participation in a key Government initiative, like Swachh Bharat Mission. It also helps the
Mission understand citizen requirements and their potential to monitor the programme.