The document describes an app called eSwaraj that aims to create a simplified citizen complaint system. It allows people to easily report problems they are facing to their local representatives. The app collects complaint data, categorizes it, and provides visualization of problem areas through maps and analytics. This is intended to increase transparency around public issues, take workload off volunteers, and help political parties and others focus on solutions rather than just finding problems. It also has potential benefits for students interested in public governance.

1. eSwaraj
Simplified Citizen Complaint System
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2. Who are we and what are we here for?
We were volunteers for a political party in recently
held Karnataka state assembly elections.
Based on our observations and experiences during
our volunteering day, we felt that there are few
fundamental problems that need effective tracking
and solution.
As a result, we decided to take things in our hands
and create an app that can give people an easy and
effective medium to report the problems they are
facing, and make the representatives accountable for
it.
We are trying to create a better society, for everyone!Creative
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3. So what problems do people generally face?
An election campaign generally focuses on some core problems. Promises are also made by respective candidates that
once voted to power, they will take care of these things. They are:
Water Electricity Roads Transportation
Sewage &
Sanitation
Law & Order
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4. But, what’s the root of these problems?
1. Many of the times, these promises are forgotten.
2. People are not aware of full extent of the problems.
3. People don’t want to get out and make complaints to the authority.
4. Data collection is a big challenge for the volunteers.
5. A lot of paper work is involved in making complaints and in process of addressing those complaints .
6. There’s no easy and effective platform available.
Roads of my
locality are all
in bad shape!
No regular
water supply
in my area!
Auto-wallas
overcharge!
Let’s go
complain!
Oh! But where
& how do we
complain?
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5. Our solution
We decided to develop a mobile app and web interface to standardize the problem collection.
Water
Water
Water
Electricity
Roads
Electricity
Transportation
Sewage
Autos
Sewage
Roads
Potholes
Autos
Autos
Tax
Tax
Server
Crowd sourced
Data
Everyone gets same data
for analysis.
Media
RTI
Political
Parties
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6. System overview
G
» » »
»
»
App
Server
Web Browser
Database
Backend Analytics
Political boundary database
Political leader database
Complaints Database
Analytics & Performance reports
Mailers
»
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7. App flow
» » »
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8. Web flow
Check the complaints effectively segregated into categories.
Find out what problems are there in your constituency.
Participate in social commenting, and help drive a healthy
discussion.
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9. Web flow
Ability to view complaints constituency wise.
Summary report.
Analytics for citizens, political parties.
Real time performance charts.
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10. Mails / Subscription mailers
Mail from eSwaraj
Delivered to inbox
Concerned civic head
Concerned utility head
Opposition &
Ruling party MLA
office
Social activists
RTI Firms
Local Press / Media Citizen
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11. Get started with the App.
eSwaraj.
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12. Few details
Roads Water Transportation
Electricity Law & Order Sewage & Sanitation
Report problems under these categories
In future, we are adding more categories such as:
Food Home Healthcare
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13. All complaints are classified under following categories
Lack of
Infrastructure
Lack of
Maintenance
Lack of
Quality Staff
Exorbitant
Pricing
Mostly
Corruption
Poor
Governance
Staff not up to
date
Lack of
Awareness
Government
needs price
control
Government
needs to make
people aware /
Run TV ads
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14. Example for water
System Sys_code Sys_issue_tmp_rnage
Lack of Infrastructure “00” (1,9)
Lack of Maintenance “01” (11,19)
Lack of Quality Staff “02” (21,29)
Exorbitant Pricing “03” (31,39)
Lack of Awareness “04” (41,49)
tmpl_id Water
1
2
1) No municipal water in this area
2) We have to heavily rely on tankers for water , please look into it.
11
12
3) Water pipes leaking all over the place, water contamination dangers.
4) Municipality water tastes bad/oily.
21
22
5) Water department staff very rude.
6) Water department staff totally outdated.. Stonage.
31
32
7) Water bills are too high.
8) Water becoming totally inaffordable.
41 9) Don’t know how water comes to the city, please launch a water awareness day
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15. How it helps?
Consider a typical situation in which an MLA is trying to figure out the problems in his constituency..
Water
Water
Water
Electricity
Roads
Electricity
Transportation
Sewage
Autos
Sewage
Roads
Potholes
Autos
Autos
Tax
Tax
1 MLA Trying to Figure Out
Problems of 2-3 Lakh People of
His Constituency.
Many people do not know the internal working of the department.
They are reluctant to report a problem.
This app helps them to raise issue at their time, just one constraint, raise issue where
problem exists.
Problem bothers public as a whole, individuals do not want to lead, and be focus to
attention.
Citizens talk among themselves, but as a whole at constituency level problems are not
highlighted.
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16. Model of problem addressing
Now consider this scenario. People are reporting their problems via eSwaraj..
Water
Water
Water
Electricity
Roads
Electricity
Transportation
Sewage
Autos
Sewage
Roads
Potholes
Autos
Autos
Tax
Tax
People report the problems in
their locality via a simple app.
Complaint is logged on the server. Location and time of complaint is
automatically recorded.
Complaints are categorised based
on their nature.
On demand statistics available to
everyone.
Stats can be used by political parties,
RTI, NGOs and general people too.
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17. Model of problem addressing
Our problem solving heavily relies on pressure building in short term. In long term developing performance
oriented mindset of leaders.
There is no case open close business, since we’re addressing public problems, case open close doesn’t make any
sense.
Less cumbersome for citizens to raise problems in their neighbourhood or elsewhere related to civic amenity.
Introducing case open close system will lead to too much of hassle for citizens. Red-tapism will be involved,
individual may be targeted to close the case.
Moreover keeping track of thing puts onus on citizens that can lead to less participation.
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18. Support argument
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19. Support argument
Water
Water
Water
Electricity
Roads
Electricity
Transportation
Sewage
Autos
Sewage
Roads
Potholes
Autos
Autos
Tax
Tax
WaterElectricity Roads Transportation
Sewage
Generated data will be used to measure the health of that amenity.
Overall performance of elected representative.
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20. Checks and Balances
10 Messages per day per app installation.
First 5 without any restriction. Next 5 with Captcha verification.
Plans to enable social login in future updates.
Since the data is visualised on map, single point spamming will not pollute the data.
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21. Proof of concept
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22. Proof of concept
We divided Delhi into grids of 100m x 100m.
100m x
100m
Delhi has an area of 1400 KM2
We get around 1,40,000 points distributed among its 70 constituencies.
For each node point, we know the people representative responsible for
governance.
With latitude / longitude perimeter of an assembly constituency, we
generated this grid.
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23. The impact
Transparency Problem Areas
Taking the load
off volunteers
What impact will it have?
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24. The impact
Transparency Problem Areas
Taking the load
off volunteers
What impact will it have?
YOU BE THE JUDGE
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25. Backend Analytics
Water
Water
WaterElectricity
Roads
Electricity
Transportation
Sewage
Autos
Roads
Potholes
Autos
Autos
Tax
Tax
Sewage
If we put together GIS / MAPS technology, what we get is a very
powerful feedback tool.
This can be very useful to all the real stake holders in public
governance.
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26. Platform benefits!
Roads of my
locality are all
in bad shape!
No regular
water supply
in my area!
Auto-wallas
overcharge!
Lodge a
complaint via
eSwaraj.
Just did!
Easy and effective.
Anyone can participate as long as long as they have a smartphone.
Visual map based analytics available to all.
Helpful to students looking for a future in local governance.
Political parties and NGOs can devote time in solving the problem rather than finding it.
Based on MLA’s performance, people can decide whom they should vote next for a better governance.
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27. Platform benefits for students
8 Crore Students
Class 6 to 12
They have civics
as one of the
subjects
They can use this
platform as a live lab!
Furthermore, this can be very useful to students looking for a future in politics and governance. They can
get a clear idea of what areas and amenities are of most importance to citizens and can be a great
resource for case studies.
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28. Marketing Plans
Schools Colleges IT sector & other employees
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29. Marketing Strategy
5 minute
documentaries
We plan to create simple and easy to understand 5 minute videos for each of the major public utilities.
Our focus will be on creating awareness about the fundamental process through which services and facilities like water,
electricity, transport, waste management, law & order are made available to them.
We believe, for people to positively use the app, they first need to know that what is the actual cause of lack of facilities
in their locality.
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30. Finance & revenue generation
Once we successfully build the platform and user base:
`
Expected user base in metro cities:
There are around 1 Crore household
in metro cities. Around 30% of them
have at least 1 smartphone in their
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31. Ward
Boundaries
Data set requirements
Political Boundary Database
Assembly Constituency
Boundaries
Parliamentary Constituency
Boundaries
All Corporators
Elected Representative Database
All MLAs All MPs
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