Making Civic Complaint Handling Faster, Smarter & More Reliable
Good municipal services depend on quick response. Citizens expect timely action on issues like drainage, sewage, waterlogging, and cleanliness. However, manual complaint systems often slow things down, causing delays and frustration. The Complaint Redressal & Management Cell (CRMC) needed to move from a reactive help desk to a well-planned, proactive service system.
The Challenge
• Complaints were coming in from different sources and recorded manually
• Many issues were not tracked properly and some were even missed
• No clear system to set priorities or follow timelines (SLAs)
• Senior officials had limited visibility of ground-level work
• Citizens did not receive consistent updates, affecting trust
Our Solution
Praxon implemented a smart ERP system that simplified and strengthened the entire complaint process:
• Caller Identification – Automatically recognizes callers and saves their details
• Quick Complaint Registration – Easy and fast logging with proper categorization
• Auto Assignment – Complaints are routed to the right department based on urgency and workload
• Live Dashboards – Managers can see real-time status and performance
• Escalation System – Automatic reminders and escalations to meet timelines
• Reports & Analytics – Clear data on pending, resolved, and delayed complaints
Results
• No complaint goes missing
• Faster and more organized issue resolution
• Complete transparency at all levels
• Better communication with citizens
• Improved public satisfaction and trust
The Change
Today, CRMC stands as a strong example of modern civic service—where every complaint is heard, tracked, and resolved responsibly, ensuring citizens receive the service they truly deserve.