CatSmart is an innovative solution that addresses three major pain points in the Citizen to Government connect.
The first is the multiplicity of organizations that are involved in providing services. For example, there is a Municipal Corporation, Development Authority, GA Dept., H & UD, PWD, Police, etc., and the problem faced by the citizen could pertain to one or more of these agencies.
When a citizen faces a problem, CatSmart provides a single point of contact where he can submit his grievance/suggestion and it will be handled by the concerned agency(s). What is more, CatSmart allows the citizen to use multiple methods like Social Media, phone, SMS, email, web form, by post or a dedicated mobile App to submit his grievance/suggestion.
The second pain point is assigning and tracking of the input (suggestions or grievances) submitted by citizens, till they reach their logical conclusion – resolution/acceptance or rejection.
CatSmart is flexible enough to allow many to one as well as one to many reporting scenario's that are present in government organizations and thus provides an innovative method of assigning and tracking of grievances up to the ‘nth’ level within and across organizations.
CatSmart is also integrated with an innovative SMS based process for two way interaction with the actual persons (Executive's) who are responsible for implementing the job in the field, thus ensuring 360 degree tracking of the grievance while simultaneously keeping all stakeholders informed about the status of the grievance.
The third pain point is monitoring of the entire problem resolution process. CatSmart provides for multiple stakeholders to monitor the progress of citizen inputs. In addition to the citizen himself who can track it's status, the Nodal officers of the organizations concerned, officers of the central monitoring authority, for example the Smart City SPV, Corporator's, MLA's as well as MP's can have access to inputs provided by citizens under their jurisdiction. These users will also be able to interact directly with the citizen as well as the officers handling the grievance/suggestion through CatSmart.
How does CatSmart work?
The CatSmart solution is divided into six components – Receive, Assign, Process, Resolve, Monitoring and Analytics.
As shown in Fig 2, CatSmart
can receive suggestions/Grievances from citizens through a number of channels. Citizen inputs sent by phone, email, post or through un-formatted SMS are routed through a Smart Call Centre where they are entered into the CatSmart
Inputs sent through the web, smartphone App or by formatted SMS are directly received by the application.
Once the inputs are received in the system, they are communicated directly to the Grievance Handling Officers of all the organizations participating in the CatSmart system. This GHO will then either accept the input or reject with an explanation detailing why it does not pertain to his organization.
Once a grievance/suggestion is accepted by the GHO, it appears in his dashboard. He then analyzes it and assigns it to one or more Nodal or Sub-Nodal Officers within his organization for resolution
The Nodal or Sub Nodal Officer who is assigned a grievance/suggestion sees it on his dashboard.
He also gets an SMS informing him that a new grievance/suggestion has been assigned to him.
He then sets its priority as Urgent, Standard, Low Priority or to be looked into at a future date and sets a time limit for resolution of the grievance or response to suggestion.
He then can take any of the following actions:
- Resolve the grievance
- Respond to the suggestion
- Send it back to the system saying that it does not pertain to him/his department
- Add other Nodal Officers to the grievance
- Reject it giving his reasons
- Assign it to a subordinate officer. This officer can then assign it to another officer reporting to him (this can go down to ‘n’ levels), or assign it to an Executive (through system generated SMS)
- Assign it to an Executive (through system generated SMS)
The Executive receives the input as an SMS or through a notification on the smartphone App and can respond through the same channel as:
- Grievance resolved
- Grievance does not pertain to my area and may be assigned to X
- Grievance does not pertain to my department
- I am unable to resolve the grievance as I am on leave
- Grievance no longer found
- Any other response that may be included in the list of standard responses...
The Executive’s response goes back into the system in the same path that it followed to reach him. If the response shows the grievance as being resolved or no longer present, the Nodal Officer marks it as such in the system and the information is conveyed to the citizen. If it is not resolved, then the Nodal Officer or the sub ordinate officers can take appropriate action to assign it to another Executive.
enables the citizen to get up to date information on the status of his grievance/suggestion through SMS/email/App/website or through the Smart Call Centre. In addition to the citizen, all the officers involved get to see the live status of all the grievances they are handling on their dashboards. The dashboards provide the ability to drill down to the level of individual grievances and their timelines. The dashboards also allow direct interaction with the persons handling the grievance.
CatSmart also has the ability to generate time bound alerts for grievances that are approaching their deadline and brings it to the attention of those handling the grievance.
CatSmart also provides Corporators, MLA's and MP's information of the issues raised by citizens who belong to the area mapped to them, or of issues that pertain to the area mapped to them. Their dashboard too allows similar functionality as available for the officers.
Using the input generated from the grievance/suggestion handling system, CatSmart generates in-depth analytics that can be used to help predict areas and systems where proactive action can prevent generation of grievances. This apart, CatSmart includes a wealth of intuitive reports that can be used by all the stakeholders.
In addition to this, CatSmart provides deep analytics of all the citizen inputs as well as the responses, from organizations as well as all stakeholders to help in identifying potential problem areas and resolve potential grievances even before they are lodged in the system.
CatSmart can generate a host of reports that include among others, area-wise, organization-wise, problem-wise as well as individual-wise load details and performance information in a transparent manner.
For example, in a hypothetical situation, CatSmart can help identify areas with poor drainage facilities that are coupled with inadequate response from the sewerage team, much before the problem escalates to flooding of the area.