“What happened to my complaint?”
In civic administration that question has legal weight. Requests are classified, routed to the desk that owns them, tracked against an SLA and closed with a record built to answer an RTI query years later.
Deployed with CIDCO and adjacent authorities.
A call with the engineers who built it, not a sales pitch.
This is for you if
If none of these are true we are probably not the right call yet, and we will say so.
- Citizen requests arrive through more channels than anyone tracks
- Nobody can say where a complaint is without asking three desks
- Reporting for an audit means reconstructing months of activity
- Records must survive an RTI request, not just close a ticket
What we build for authorities
Portal, phone, email, walk-in and paper normalised into one queue on arrival.
Department, ward and priority determined automatically, so requests reach the owning desk first time.
A clock on every request, with escalation before the deadline rather than reporting after it.
Civic-scale governance modules alongside S/4HANA without customising the core.
Every action timestamped and retained in a form built for statutory scrutiny.
Requests handled in the language they were made in, including handwritten submissions.
From submission to a record that survives RTI.
Select a stage for what happens in it and what is recorded — the trail is the deliverable here.
Citizens do not use one channel.
Requests arrive by portal, phone, email, walk-in and paper, and a system that only counts the digital ones understates the queue. Everything is normalised into one queue on arrival, in the language it was submitted in.
- Portal, phone, email, walk-in and paper
- Handwritten submissions read
- Regional languages handled natively
- Duplicate submissions linked, not double-counted
- Timestamped from genuine arrival
- Acknowledgement issued immediately
To the desk that owns it, first time.
Department, ward and priority determined automatically. Misrouting is the largest single source of delay in civic complaint handling, and every hop adds days a citizen experiences as silence.
- Department and ward determined from content
- Priority assigned against your criteria
- Misroutes detected and corrected
- Ownership explicit at every moment
- Escalation before an SLA breach, not after
- Reassignment recorded with reason
A clock on every request.
Turnaround is what a citizen and an auditor both measure. The clock runs from arrival and escalation happens before the deadline rather than being reported after it.
- Clock from genuine arrival, not from triage
- Escalation ahead of breach
- Status answerable at any moment
- Resolution recorded with evidence
- Reopened requests linked to the original
- Performance visible per department and ward
The record is the deliverable.
An RTI request can arrive years later. The trail is built for statutory response formats from the first deployment, because an audit trail cannot be reconstructed retrospectively.
- Every action timestamped and attributed
- Structured for RTI response formats
- CAG-ready financial and process trails
- Retention under statutory requirements
- Exportable without our involvement
- Survives staff turnover entirely
Citizens do not use one channel.
Requests arrive by portal, phone, email, walk-in and paper, and a system that only counts the digital ones understates the queue. Everything is normalised into one queue on arrival, in the language it was submitted in.
- Portal, phone, email, walk-in and paper
- Handwritten submissions read
- Regional languages handled natively
- Duplicate submissions linked, not double-counted
- Timestamped from genuine arrival
- Acknowledgement issued immediately
Why civic AI is judged differently.
A commercial system is judged on efficiency. A civic one is judged on whether it can account for itself when someone files a formal request to see the record.
Not throughput — how long a citizen waited, and whether anyone could tell them why.
Built for RTI and CAG scrutiny from the start, because retrofitting an audit trail is not possible.
GeM-listed and Government-Certified OEM, with no foreign licensing dependency in the stack.
Let's talk about one request type.
The complaint category that generates the most follow-ups, roughly its volume, and what happens when it is late. Describing that on a call tells us more than a departmental review would — no records, no exports, no NDA needed.
Public sector AI — common questions
No. The Housing & Urban AI modules are clean-core companions to S/4HANA — they sit alongside the core rather than modifying it, which keeps you upgradeable and keeps the deployment inside what your existing support arrangement covers.
That is the design constraint rather than a feature. Every action is timestamped and attributed, and the trail is retained in a form intended to answer statutory questions asked long afterwards. Audit trails cannot be retrofitted, so they are built in from the first deployment.
Yes, including handwritten submissions and regional languages. Requests are handled in the language they were made in rather than requiring the citizen to adapt to the system.