Civic Tech & Community Grievance Management
Auto-routing citizen grievances to the right officer — An AI-driven public management platform that categorises incoming voice and text grievances and routes them to the responsible officer.
Complex manual administrative workflows delaying citizen request resolutions. Every grievance arrived as free text or a voice note, was read by a clerk, and was forwarded by hand — so routing errors were common and nothing was measurable.
We built an AI-driven public management app and admin engine in Python that systematically analyses, auto-categorises and routes incoming public voice and text requests to the relevant officer. Tamil and English voice notes are transcribed, classified by department and urgency, deduplicated against existing open cases, and assigned with an SLA clock attached.
Resolved administrative delays by closing the communication gap between citizens and service providers.
Inside The Build
Six of the capabilities that made the difference, and why each one was there.
Citizens submit in Tamil or English by voice note or text; transcription and normalisation happen server-side.
Department, category and urgency classified on submission, with low-confidence cases flagged for human review.
Assignment by jurisdiction and department, with escalation when an SLA is about to breach.
Volume, resolution time and backlog by ward and department — the first time this data existed at all.
Case status, officer response and reopen flow, so a citizen is never left guessing.
Every status change, reassignment and comment logged immutably for accountability review.
More Work
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Start Your Project
Most of what we build starts with someone describing a manual process they have stopped noticing. Send us yours.
Tell us what you are trying to build. A senior engineer reads every brief that comes through here.
Ithrive AIChat
Answers from our own case studies
I can answer questions about what we build, walk you through any of our ten case studies, and put you in front of an engineer when it is worth it. What are you working on?
AI assistant — it can be wrong. For anything binding, email hello@ithrivesoftware.com.
