Chennai Corporation Launches Innovative Digital Engagement Platform

The Greater Chennai Corporation has embarked on a transformative journey by approving a Rs 349 crore project to create the 'Citizen 360' Digital Engagement Platform. This innovative initiative aims to enhance how residents interact with civic services through a centralized system that utilizes artificial intelligence. By consolidating various service requests and complaints into a single dashboard, the platform promises to improve decision-making and service delivery. The project will unfold in two phases, focusing on integration and maintenance, while also ensuring seamless communication across multiple channels. This initiative is set to reshape urban governance in Chennai, fostering transparency and efficiency.

By Narendra Chaudhary Feb 25, 2026, 14:11 IST

Introduction to the Citizen 360 Platform

Chennai, Feb 25: In a significant advancement towards technology-driven urban governance, the Greater Chennai Corporation (GCC) has sanctioned a project worth Rs 349 crore to establish a comprehensive 'Citizen 360' Digital Engagement Platform. This initiative is set to transform the way residents engage with the civic administration.

Details of the Project

The recent council meeting approved this ambitious digital transformation project, which aims to enhance the existing Integrated Command and Control Centre (ICCC) into a centralized engagement and analytics hub.

Civic officials have indicated that the new system will leverage artificial intelligence to compile a detailed profile of each citizen's interactions with the Corporation, covering aspects from tax payments to grievance resolutions. This will facilitate quicker, data-informed decision-making. Currently, citizen services function in isolated departments, leading to challenges in recognizing recurring civic issues or patterns of complaints across different neighborhoods.

Unified Dashboard for Enhanced Services

The new framework will consolidate all service requests, feedback, and grievances into a single dashboard. Officials noted that the AI-driven interface will securely archive complaint data and produce analytics to identify ongoing issues such as waste accumulation, frequent road damage, drainage problems, and areas prone to flooding.

By examining trends over time, city administrators will be better equipped to tackle the root causes of these issues rather than just addressing individual complaints.

Implementation Phases and Features

The Corporation has issued a Request for Proposal (RFP) for the design, development, integration, and long-term upkeep of the platform. The chosen system integrator will oversee the project comprehensively, including cloud hosting, cybersecurity measures, disaster recovery, and ensuring high availability.

The project will unfold in two phases. The first phase, expected to be completed within eight weeks, will involve deploying 50 to 150 user licenses, integrating with the ICCC and departmental systems, and launching an AI-powered chatbot utilizing a large language model. The second phase will concentrate on operations and maintenance post-launch, which includes refining the AI model, ensuring uptime, and deploying specialized technical staff.

Connecting Various Civic Services

Crucially, the upgraded system will facilitate smooth communication through WhatsApp, email, web portals, and mobile applications. In addition to integrating data from 22 GCC departments, the platform will also link with organizations such as Metro Water, Chennai Metro Rail Limited (CMRL), and the Tamil Nadu Power Distribution Corporation. This will create a cohesive civic data ecosystem aimed at enhancing transparency and improving service delivery throughout the city.