CHENNAI: The Greater Chennai Corporation (GCC) has proposed the roll-out of a Citizen 360° integrated citizen engagement and analytics platform, an internal digital system aimed at bringing together all citizen services, complaints and interactions on a single platform.
The system will be developed as an extension of the city’s Integrated Command and Control Centre (ICCC), which functions as Chennai’s central digital governance hub for real-time monitoring and coordination between departments.
While ICCC 2.0 has enabled the pooling of data from departments such as solid waste management, stormwater drains, revenue and finance through a central data lake, citizen-related information continues to be spread across multiple applications and portals, making it difficult to track service delivery in a complete and consistent manner. Officials said the absence of a unified view of citizen interactions has so far limited the Corporation’s ability to monitor service quality and response timelines across departments.
The proposed Citizen 360° platform is intended to address this gap by linking existing complaint systems, mobile applications, tax and licensing platforms and other departmental software to create a single, consolidated view of how residents interact with the Corporation. The platform is meant for internal use by officials and senior administrators.
The platform will allow officials to view service requests, complaints and follow-up actions across departments on a single screen instead of across multiple systems. By linking citizen interactions with service status and response data, the Corporation expects better coordination between departments and clearer accountability for delays. It will also enable closer monitoring by senior officials to identify repeat complaints, service bottlenecks and areas requiring corrective action.
Officials say the system will serve as a base for more advanced, forward-looking governance tools in the future.The project includes cloud hosting, data security measures and one year of operation and maintenance support. The total cost has been estimated at Rs. 3.49 crore.