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Chennai's Rs 349 Crore 'Citizen 360' Digital Platform to Transform Civic Services

The Greater Chennai Corporation has approved a Rs 349-crore project to develop an integrated 'Citizen 360' Digital Engagement Platform. This AI-powered system will create consolidated profiles of citizens' interactions to enable data-driven decision-making and break down departmental silos. The platform will integrate data from 22 civic departments and external agencies like Metro Water and CMRL onto a single dashboard. The project will be executed in two phases, with the first phase including an AI chatbot and deployment of user licenses within eight weeks.

Key Points: Chennai's Rs 349 Crore 'Citizen 360' Digital Platform Approved

  • Rs 349 crore digital platform approved
  • AI to create unified citizen profiles
  • Integrates 22 GCC departments and external agencies
  • Two-phase rollout with AI chatbot in 8 weeks
2 min read

Rs 349 crore 'Citizen 360' digital platform to 'transform' public services in Chennai

Greater Chennai Corporation approves Rs 349 crore AI-powered 'Citizen 360' platform to unify civic services and data for better governance.

"fundamentally reshaping how residents interact with the civic body - Greater Chennai Corporation"

Chennai, Feb 25

In a major step towards tech-driven urban governance, the Greater Chennai Corporation has approved a Rs 349-crore project to build an integrated 'Citizen 360' Digital Engagement Platform, aimed at fundamentally reshaping how residents interact with the civic body.

The decision was cleared at a recent council meeting, marking one of the city's most ambitious digital transformation initiatives.

The proposed platform will be developed by upgrading the existing Integrated Command and Control Centre (ICCC) into a unified engagement and analytics hub.

Civic officials said the system will use artificial intelligence to create a consolidated profile of each citizen's interactions with the Corporation - ranging from tax payments to grievance redressal - enabling faster, data-driven decision-making. At present, citizen services operate in departmental silos, meaning each complaint or request is handled independently. This fragmented structure makes it difficult for officials to identify recurring civic problems or patterns of complaints across neighbourhoods.

Under the new framework, all service requests, feedback, and grievances will be brought onto a single dashboard.

Officials said the AI-powered interface would securely store complaint data and generate analytics to detect persistent issues such as garbage accumulation, repeated road damage, drainage failures and flooding-prone stretches.

By analysing trends over time, administrators will be able to address root causes rather than merely resolving isolated complaints.

The Corporation has floated a Request for Proposal (RFP) for the design, development, integration and long-term maintenance of the platform.

The selected system integrator will manage the project end-to-end, including cloud hosting, cybersecurity, disaster recovery and high-availability architecture. The project will be executed in two phases. The first phase, scheduled for completion within eight weeks, includes deployment of 50 to 150 user licences, integration with ICCC and departmental systems, and rollout of an AI-driven chatbot powered by a large language model. The second phase will focus on operations and maintenance after go-live, including AI model refinement, uptime assurance and deployment of dedicated technical staff.

Importantly, the upgraded system will enable seamless communication across WhatsApp, email, web portals and mobile applications. Beyond integrating data from 22 GCC departments, the platform will also connect with agencies such as Metro Water, Chennai Metro Rail Limited (CMRL), and the Tamil Nadu Power Distribution Corporation, creating a unified civic data ecosystem designed to enhance transparency and improve service delivery across the city.

- IANS

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Reader Comments

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Rohit P
Rs 349 crore is a massive amount of public money. While the idea is good, we need absolute transparency on how this money is spent. Will there be public audits? Hope this doesn't become another expensive tech project that fails to deliver on the ground.
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Sarah B
As someone who recently moved to Chennai, navigating different civic portals for water, tax, and complaints has been confusing. A single, unified platform accessible via WhatsApp would be a huge relief. Looking forward to it!
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Karthik V
AI to detect flooding-prone areas? That's smart. Every monsoon we face the same issues in our area. If the system can proactively identify and fix these chronic problems instead of just reacting to complaints, it will be worth every rupee.
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Meera T
My main concern is data privacy. A "consolidated profile" of every citizen's interactions sounds powerful but also invasive. The article mentions cybersecurity, but we need strong laws and clear guarantees that our data won't be misused.
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Aman W
Great step for a smart city! But what about digital literacy? My parents still prefer going to the corporation office. The platform must have a very simple interface and maybe even support in regional languages to be truly inclusive.

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