Case study · e-governance
Pune Municipal Corporation
90%+SLA compliance, up from ~60%
AI grievance redressal for 2.5 million citizens
A full-stack, AI-powered complaint platform managing the entire grievance lifecycle across 37 departments, 15 wards and 170+ Prabhags — delivered as CSR, at zero cost to PMC.
The challenge
Serving 2.5 million citizens, PMC's grievance system was entirely manual — 100% manual routing, 7–15 day resolution, ~60% SLA compliance, no real-time visibility, no escalation, and language barriers across English and Marathi.
What we built
The approach.
01Bilingual NLP auto-routing (XLM-RoBERTa) suggesting the right department from 78 options
02GIS/PostGIS location intelligence detecting ward, zone and Prabhag automatically
03SLA enforcement engine escalating to L2, HoD and commissioner on breach
04Multi-channel intake — web, mobile, WhatsApp, call centre and walk-in
05Commissioner analytics dashboard with SLA heatmaps and full audit trails
Results
The outcome, in numbers.
90.6%
AI complaint-classification accuracy
85%
of complaints auto-routed, zero manual effort
30s
automated routing, down from a manual chain
2.5M
legacy citizen records migrated
Built with
Technology & integrations
XLM-RoBERTaPostGIS / GISOCRAgentic AIWhatsAppREST API
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