Chennai, Feb 25 (NationPress) In a significant move towards technology-enhanced urban governance, the Greater Chennai Corporation (GCC) has sanctioned a Rs 349-crore initiative to create an integrated 'Citizen 360' Digital Engagement Platform. This platform is designed to revolutionize the way citizens interact with the civic administration.

The resolution was passed during a recent council meeting, positioning it as one of the city’s most ambitious digital transformation projects.

The envisioned platform will be built by enhancing the existing Integrated Command and Control Centre (ICCC) into a comprehensive engagement and analytics center.

Civic leaders stated that the system will leverage artificial intelligence to formulate a unified profile of each citizen’s engagements with the Corporation—covering aspects from tax payments to complaint resolutions. This will facilitate quicker, data-informed decision-making. Currently, citizen services function within departmental silos, causing each issue or request to be processed in isolation. This fragmented approach hampers officials' ability to recognize recurring civic challenges or complaint trends across different neighborhoods.

The new system aims to consolidate all service requests, feedback, and complaints onto a single dashboard.

Officials mentioned that the AI-driven interface would securely archive complaint data and generate analytics to uncover persistent issues like waste accumulation, frequent road damage, drainage failures, and areas prone to flooding.

By examining trends over time, administrators can tackle root causes rather than merely addressing isolated complaints.

The Corporation has issued a Request for Proposal (RFP) for the design, development, integration, and ongoing maintenance of the platform.

The chosen system integrator will oversee the project comprehensively, covering cloud hosting, cybersecurity, disaster recovery, and ensuring high-availability architecture. The implementation will occur in two phases. The first phase, expected to be completed in eight weeks, includes the deployment of 50 to 150 user licenses, integration with ICCC and departmental systems, and the launch of an AI-powered chatbot utilizing a large language model. The second phase will concentrate on operations and maintenance post-launch, focusing on refining the AI model, ensuring uptime, and deploying dedicated technical personnel.

Crucially, the enhanced system will facilitate seamless communication via WhatsApp, email, web portals, and mobile applications. In addition to integrating data from 22 GCC departments, the platform will connect with organizations such as Metro Water, Chennai Metro Rail Limited (CMRL), and the Tamil Nadu Power Distribution Corporation, creating a unified civic data ecosystem aimed at boosting transparency and enhancing service delivery throughout the city.