To modernize citizen services and reduce resolution delays, Responscity implemented a fully digital grievance redressal system in Silvassa—built on our Digital House Identification (DHI) platform. By integrating NFC/QR tags with online tools and a mobile app for on-duty officers, we helped the Silvassa Municipal Council deliver smarter, faster, and more transparent civic engagement
homes tagged with unique QR/NFC DHI codes
digital complaints with real-time status updates
Faster resolution time compared to earlier manual systems
Access for citizens and officers through web & mobile platforms
The Challenge
Before the solution was implemented, Silvassa struggled with haphazard complaint handling. Offline processes, lost paperwork, delays, and citizen frustration were common—despite genuine intentions from the municipality to serve better. There was no structured platform, and citizens had no visibility or communication channel once a complaint was filed.
What did Responscity do
Responscity delivered a 3-tier digital solution:
Digital House Identification (DHI):
Each property was tagged with a QR/NFC code, creating a digital gateway to lodge complaints instantly.Online Complaint Management System (CMS):
A web portal for citizens and a dashboard for officers, offering real-time updates, auto-assignment of issues, performance ratings, and built-in communication tools.On-Duty Officer App:
A mobile application that allows officers to manage complaints on the go—mark locations, upload images, and complete tasks with location-based validation.
One-Tap Access to Services
Citizens lodge complaints easily with just a scan—no need for forms or queues.
Real-Time Communication
Officers and citizens can communicate directly for better clarity and faster closure.
Performance & Accountability
Officers are rated based on speed and citizen feedback, encouraging a more responsive administration.
The Results
- Citizens now enjoy instant, transparent access to services
- Offline complaints are a thing of the past—everything is traceable and automated
- Officer efficiency and accountability have improved drastically
- Overall citizen satisfaction has increased, building stronger trust in local governance
- Silvassa became India’s first city to implement NFC & QR tags on every residential property for civic services
