WBPHED/EE/RS/e21/2025-2026

Amount

Development of a user-friendly WhatsApp-based chatbot to function as an efficient and accessible platform for redressing grievances, including the deployment of structured complaint registration workflows, simplified guided steps for logging grievances, auto-generated acknowledgments with unique grievance IDs, and real-time updates on action taken by competent authorities, thereby ensuring 24/7 accessibility, instant automated responses, enhanced transparency, improved response times, and strengthened trust between beneficiaries and the implementing or maintaining authority by streamlining the grievance redressal process.

Development of an Interactive Voice Response System (IVRS) to enable citizens to register grievances via voice calls using pre-recorded menus in local languages (English/Bengali/Hindi), with integrated functionalities for recording and transcribing complaints where necessary, auto-tagging submissions with user location and time stamp, and seamless linkage with the centralized grievance redressal platform to facilitate real-time monitoring, hierarchical escalation, and efficient resolution tracking by PHED officials across all administrative levels.

Development of two separate mobile applications for grievance redressal comprising (1) a user-friendly Android Household Grievance Mobile Application that enables citizens to register grievances related to piped water supply, upload supporting images, and track real-time redressal status, fully integrated with the centralized grievance database and backend systems to ensure transparent, responsive, and accountable communication between beneficiaries and implementing authorities; and (2) a dedicated Grievance Management Mobile Application (Android/iOS) for PHED officials and O&M agency representatives, designed to receive, monitor, and manage grievances through a simplified interface that supports hierarchical escalation (EE → AE → JE → O&M Agency), real-time notifications, access to detailed grievance information (including UTWID, location, user details, and attachments), resolution updates with photo proof, in-app filters for tracking, syncing with the central dashboard, integration with PHED’s push SMS service for citizen communication, and post-redressal feedback capture to improve accountability and service efficiency.

Development of a comprehensive web-based application for centralized grievance management to serve as the core platform for receiving, monitoring, and resolving grievances across multiple channels, incorporating key functionalities such as division-wise segregation, automatic tagging of complaints to the concerned Executive Engineer (EE) based on location, hierarchical forwarding from EE to AE to JE to the O&M agency, real-time grievance tracking for officials and users, and an analytics and reporting dashboard for decision-makers, with an integrated user identification and predefined logic

A centralized backend database system will be regularly maintained to aggregate and store grievance data from all channels—including WhatsApp Bot, IVRS, mobile and web applications. This system will incorporate features such as data integrity, multi-level security, structured categorization, regular backups, and real-time performance monitoring. Regular maintenance and system upkeep will be ensured for all components, including the WhatsApp Bot, IVRS, Household Mobile Application, PHED Official–O&M Agency Mobile Application, Web Application, and Dashboard, alongside implementation support, consistent reporting, and daily coordination with PHED Divisions to ensure reliable performance. WhatsApp Bot Platform: The WhatsApp Bot will leverage Meta’s Business API to enable high-volume, two-way communication in multiple languages, support natural language processing for citizen-friendly interaction, deliver automated structured responses, and facilitate image and media uploads. Integration with certified cloud communication platforms (e.g., Twilio, Meta Business API) will ensure seamless delivery, with platform charges included. IVRS Platform: The IVRS (Interactive Voice Response System) will be hosted on a certified cloud telephony provider such as Exotel or Knowlarity. It will support automated voice-based grievance intake in local languages, intelligent call routing to concerned officials or departments, and real-time status updates. The IVRS system will also include fallback mechanisms, call logs, analytics, and platform charges. To ensure uninterrupted service in rural and low-connectivity areas, mobile network diagnostics, uptime monitoring, automated failover systems, and fallback options will be implemented across all platforms.

Semaphore Computers Pvt. Ltd. (BID ID -6851254)

ALTAVISTA TECH SOLUTIONS (BID ID -6859406)