Real transformation journeys showing measurable impact, implementation challenges overcome, and lessons learned
This mid-sized city received approximately 12,000 citizen complaints monthly through multiple channels: call center (60%), mobile app (25%), walk-ins (10%), and social media (5%). The existing complaint management system was a basic web portal developed by NIC in 2012, which had become inadequate for modern needs.
Key problems included:
The Commissioner's Mandate: "We need to close 90% of complaints within 7 days and give citizens real-time visibility. Our current system is a black box that frustrates everyone—citizens, officers, and field workers."
Implementation was completed in 12 weeks across three phases:
"FORESEE.city's ICTS transformed our grievance management from embarrassing to exemplary. Our monthly citizen satisfaction scores went from below 65% to consistently above 85%. The Commissioner can now see real-time complaint status on his mobile while traveling. Field workers love the mobile app. Most importantly, citizens trust us again—they see their complaints moving through the system with regular updates. This is the digital transformation we were promised but never received until now."
— Additional Commissioner, City Municipal Corporation
This growing city faced a sanitation nightmare. Despite employing 180 sanitation workers and operating 62 waste collection vehicles under contractor management, citizen complaints about missed garbage collection were rising every month. The Municipal Commissioner received daily complaints from councillors about uncollected waste in their wards.
The Root Causes:
The Breaking Point: Local media published photos of overflowing garbage bins with headline "Corporation Sleeps While City Drowns in Garbage." The Commissioner ordered immediate investigation revealing 40-45% of routes were partially covered or completely skipped daily.
All 62 SWM vehicles equipped with GPS trackers. Digital route maps created for each vehicle covering specific collection points.
180 sanitation workers registered in FAST app. GPS-based attendance replacing paper registers. Supervisors could see worker locations in real-time.
Sanitation control room established with large screens showing live vehicle movements. Automated alerts for route deviations, missed collection points, and idle vehicles.
New payment rules implemented: Contractors paid only for routes actually covered with GPS evidence. Daily performance reports generated automatically. Weekly review meetings with contractors based on data, not arguments.
"WEALTH gave us what we lacked most: visibility and accountability. Now we know exactly which vehicle is where, which routes were covered, and which workers were actually on duty. Contractors can't fool us anymore with fake attendance and incomplete routes. Our sanitation complaints dropped 68% in just three months. Citizens' trust in the municipal corporation has been restored."
— City Health Officer, City Municipal Corporation
Smart City deployment of DRIVE module analyzed dashcam footage to automatically identify road defects across 1,200 km—work that would take months manually. Resulted in 50% reduction in citizen pothole complaints.
City: 12L population Smart City | Module: DRIVE
Survey Suite digitized 2.7 lakh properties in 16 weeks, discovered 38,000 unassessed properties, and corrected 52,000 outdated records. Property tax demand increased by 38% in first year.
City: 6L population Corporation | Module: Survey Suite
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