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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Swachhata Solutions

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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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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Swachhata Solutions

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: sWachhbharat@janaagraha.org

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.