Garbage not collected, Lane 4
- Received 09:41
AICitizen grievance and public service platform
Every grievance heard. Every deadline kept.
Zxseva collects citizen grievances from WhatsApp, phone, app and walk-ins, uses AI to send each one to the right department, tracks every deadline, escalates delays, and shows the public what has been resolved.
One queue for every way a citizen reaches you
- WhatsAppText, voice notes, photos, location
- Helpline and IVRYour existing toll-free number
- Citizen appAndroid and iOS
- Web portalWorks on any browser
- Walk-in counterStaff register on behalf
Platform
One platform from complaint to closure
Each grievance moves through the same seven modules, in the same order, with a clock running. Officers always know what is on their desk. Senior officers always know what is late. Citizens always know where their complaint stands.
Every channel lands in one inbox
WhatsApp messages, voice notes and photos, helpline calls, app and web complaints, and walk-in registrations arrive in a single queue, each with a grievance number.
All 318 WhatsApp 142 Phone 71 App 58 Web 29 Walk-in 18
Search by number, ward, mobile or text Filters
- #G-8843ENStreetlight off for six days in Ward 1209:52
- #G-8842ENGarbage not collected, Lane 4, North Zone09:41
- #G-8839ENOpen manhole near primary school gate09:30
- #G-8836ENProperty tax receipt not reflecting online09:12
- #G-8834ENPublic water tap broken at community hall08:58
- #G-8831ENDrain overflowing on main road after rain08:47
File, track, rate
A photo, a location and a number. Citizens follow every step and reopen with one tap if it is not fixed.
Track grievance
Your numberG-8843
- FiledMon 09:52 · WhatsApp
- Assigned to Electrical DeptMon 09:53 · JE, Ward 12
- Field visitTue 11:20 · officer at site
- ResolvedTue 12:05 · photo proof
Rate the resolution Not fixed? Reopen
The right desk, in seconds
Each grievance is classified by department, ward, type and urgency. Ten complaints about the same broken pipe become one case, so the field team fixes it once and every citizen hears back.
- Reads every major language, typed or spoken
- Duplicates grouped by place, time and meaning
- Officers can correct it, and every correction is logged
Voice note 0:14 · transcribed
“Streetlight in the Temple Lane, Ward 12 has been off for six days. It is very dark at night.”
Classification
- Department
- Electrical96%
- Ward
- Ward 12 · from location pin99%
- Type
- Streetlight not working93%
- Urgency
- Medium · due in 48 h88%
3 similar complaints within 150 m in 72 h grouped into case C-1207
Officer can correct any field. Every reassignment is logged. Reassign
The desk in an officer’s pocket
Cases sorted by time left, field check-in, before and after photos and closure notes.
My cases · 7 open
#G-8843 21 h left
Streetlight not working, Temple Lane
Checked in at site 11:20 · 18 m from pin
Before
After
Closure note Replaced 40 W LED fitting and choke on pole EL-12-118.
Close with proof
Deadlines that move up the chain on their own
Set a deadline for every grievance type. When it is missed, the case escalates to the next officer, and senior officers get a daily summary of what is overdue and with whom.
| Grievance type | Deadline | Level 1 | Level 2 | Level 3 |
|---|---|---|---|---|
| Open manhole | 6 h | AE Sewerage | Executive Engineer | Municipal Commissioner |
| Water supply disruption | 24 h | AE Water Works | Executive Engineer | Additional Commissioner |
| Garbage not collected | 24 h | Sanitary Inspector | Zonal Officer | Health Officer |
| Streetlight not working | 48 h | JE Electrical | AE Electrical | Executive Engineer |
| Pothole on road | 72 h | JE Roads | AE Roads | Chief Engineer |
#G-8790 Water leakage, Ward 7
- Mon 08:10 Filed, assigned to AE Water Works · due in 24 h
- Mon 20:10 50% of time used · reminder sent to officer
- Tue 08:10 Deadline missed · escalated to Executive Engineer
- Tue 09:00 Included in the daily summary for the Additional Commissioner
Show the city what has been fixed
Grievances received and resolved by ward and department, time to resolve and on-time rate. No names, no phone numbers, only the work.
Received this quarter9,412
Resolved8,867
Resolved on time91.6%
Median time to resolve38 h
Ward 1
Ward 3
Ward 7
Ward 9
Ward 12
Ward 15
Received Resolved
COUNTER 7
Citizen Feedback
Ratings, reopened grievances and satisfaction trends for every officer and ward.
Open counterReopen in one tap. A closure the citizen rejects goes back to the same officer with a fresh deadline.
Built for the field. The officer app saves photos offline and syncs when the signal returns.
How it works
G-8843: dark street to lit street in 2 h 48 min
- 09:52
Voice note arrives
A citizen sends a 14-second voice note and a location pin on WhatsApp.
- 09:52
Number issued
Grievance G-8843 is created and the citizen gets the number on WhatsApp within seconds.
- 09:53
Sorted and assigned
AI Sorter reads it as Electrical, Ward 12, streetlight, medium urgency. The Junior Engineer gets it with a 48 h deadline.
- 11:20
Field check-in
The officer checks in at the pole. The app records time and distance from the citizen’s pin.
- 12:05
Closed with proof
Before and after photos and a closure note are attached. The citizen is told in their own language.
- 12:40
Citizen rates it
Rated 4 of 5. Had they marked it not fixed, the case would have reopened with the same officer and a fresh deadline.
Solutions
Made for the offices citizens hold to account
Municipal corporations and councils
Sanitation, water works, roads, streetlights, property tax, building permissions and health, across every ward.
District administrations
Grievances from tehsils, blocks and Jan Sunwai days, routed to the right line department and tracked by the District Magistrate’s office.
Water and sewerage boards
No supply, low pressure, contamination, leakage and sewer overflow, mapped to zones and pipelines.
Power distribution companies
Outages, billing disputes, meter faults and new connection delays, with feeder and division routing.
Accountability
Accountability is written into every case
Public service runs on trust. Zxseva keeps a permanent, time-stamped register of who received a grievance, who changed it, who closed it and what the citizen said.
- 01
Personal details stay with the case
Name, mobile number and address are visible only to officers handling the grievance. They are never shared or sold, and never shown on the public dashboard.
- 02
Every correction is on record
Officers can correct the AI Sorter. Each reassignment is logged with who changed it, when, and why, so no case quietly changes desks.
- 03
Closures need proof
Escalations and closures are time-stamped. Field closures carry geo-tagged before and after photos that the citizen can see.
- 04
Hosted where you decide
Data is encrypted and hosted according to your requirements: government-empanelled cloud, State Data Centre, or on-premise.
Integrations
Keep your helpline, your portal and your people
Zxseva sits in front of the systems you have, not instead of them. Nothing needs to be switched off on day one.
- Toll-free helplines and call centres
- WhatsApp Business Platform and SMS gateways
- Ward boundaries and GIS layers
- Single sign-on for officers
- State grievance portals via API
- Existing ERP and works-management systems
- Live in two to three weeks
- Reports in PDF and Excel
FAQ
Frequently asked questions
Answers to what commissioners, department heads and IT teams ask us most.
Which languages are supported?
Citizens can write or speak in their own language. Voice notes and messages are transcribed and translated, so officers read every grievance in their working language, while every reply goes back to the citizen in the language they used. Languages are switched on per city, based on who you serve.
Can it work with our existing helpline?
Yes. Your toll-free number and call centre stay as they are. Calls are logged straight into the Grievance Inbox through an IVR or call-centre connector, and agents see the citizen’s earlier grievances on screen while they talk.
Can citizens without smartphones use it?
Yes. A citizen can call the helpline, give a missed call to receive a callback, send an SMS, or visit a ward office where staff register the grievance for them. Every status update and the closure message reach them by SMS.
Where is the data hosted?
Inside India. You can choose a government-empanelled cloud region, your State Data Centre, or your own servers. Data is encrypted in transit and at rest, and access is limited to officers by role, ward and department.
Can we start with one department?
Yes, and we recommend it. Most cities begin with one department such as sanitation, water works or electrical, or with a cluster of up to 20 wards. Other departments are added later without migrating any data.
How long does a pilot take to set up?
Usually two to three weeks. We need your ward boundaries, the list of grievance types, the officers responsible at each level and the deadlines you want to keep. The 60-day pilot clock starts on the day the first citizen grievance arrives.
60-day free pilot
Start with one department. See the difference in 60 days.
One department or up to 20 wards. No payment details, no commitment. Your data is exported to you if you stop.
- Day 1Workspace liveWards, departments and officers loaded
- Day 15First grievancesWhatsApp and helpline switched on
- Day 45Escalations runningDaily summaries reach senior officers
- Day 60Review the numbersOn-time rate, ratings, reopen rate