The pillar of good governance has rested on the ability of governments to respond to citizen’s voices and resolve their complaints in a time bound manner. But as the wave of digitalization sweeps the world post a virulent pandemic, governance structures are witnessing a seismic shift. Governments can no longer be content with reacting only after receiving citizen’s suggestions. They need to reach out to the citizens for gauging their feedback and factor in the suggestions to improve the quality of public service delivery. This transition in approach from ‘reactive’ to ‘proactive’ marks the coming of age of participatory democracy.

A constructive and two-way relationship with citizens can build a sustainable and just environment where institutions foster inclusive economic growth and higher standards of living for all segments of society. This is envisaged in the Sustainable Development Goal 16.6. The finer detail is mentioned in point 16.6.2 that proposes to measure the 'proportion of the population satisfied with their last experience of public services.

In the traditional governance structure, citizens were passive players with no say on the kind of services received from the public institutions and their officials. In the absence of a mechanism, there was no scope for tapping the citizens’ feedback to improvise public service delivery. Here, technology plays a powerful role as a catalyst to fuel the shift from a legacy structure to digital governance. Backed by a centralized feedback system, the government is all equipped to tap its citizens’ voice effectively and take further action to enhance public services.

The robust feedback system collects and consolidates citizens’ grievances and facilitates their timely resolution. It’s an integrated Citizen Interaction System providing a single platform for citizens’ feedback about the Public services and fixes accountability on concerned officers

The feedback collection platform is outbound (where citizens dial a toll-free number to ventilate grievances) and inbound (where ministers and officers make randomized calls to gauge citizen feedback on schemes and services offered at public institutions).


  • Centralized feedback system that facilitates real-time interaction between citizens and the government
  • Single Point Contact Centre for connectivity
  • Unified Database of citizens details and their feedback
  • Analysis of the feedback and insight into citizens’ expectations expedites the response to queries and grievances
  • Resolution Mapping and Action taken in response to the feedback
  • Effective monitoring mechanism for ensuring accountability of the officials and performances of the departments, optimizing service delivery and business process efficiency
  • Adaptable & Scalable in nature (can be replicated as a best practice)
  • A Push-Pull mechanism for better usability
  • Open-source with 3-tier architecture ensures security
  • Integration with Database through API
  • Randomization logic for call for better transparency and accountability

The coupling of technology with a solid governance oversight has enabled it to deliver transformative outcomes. The system infuses a culture of accountability by linking the Performance Appraisal of officers to their responsiveness in handling complaints lodged by the citizens.

CSM’s Contact Centre as a Service is a cloud-based experience solution enabled with facilities like call recording, IVRS, automatic call distribution, outbound dialer and AI-chatbot. It is a highly scalable system with enhanced technological support to enhance the caller's experience and quality analysis.
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