Residents of Colaba, Cuffe Parade and Fort can now submit and monitor civic complaints through WhatsApp following the launch of an artificial intelligence-powered chatbot by the Brihanmumbai Municipal Corporation (BMC). The initiative aims to make complaint registration more convenient, improve transparency and strengthen accountability in resolving local civic issues.
Municipal Commissioner Ashwini Bhide launched the platform, named “Hello A Ward”, on Friday. The initiative was introduced by BJP corporator Makarand Narwekar, who represents Ward 226. It enables residents to report problems without installing a separate application or completing lengthy forms.
The chatbot handles complaints related to municipal services, including garbage collection, water supply, damaged roads and non-functional streetlights. However, disputes involving private residential buildings are not covered by the system.
How the Chatbot Works
Residents can report an issue by sending a WhatsApp message and attaching a photograph. The AI assistant collects relevant location information and identifies the BMC official responsible for the matter. After the user verifies the details, the platform generates a unique complaint reference number and a summary for future tracking.
For example, someone reporting accumulated garbage on 1st Pasta Lane in Colaba can share an image and specify the location through the chatbot, allowing the complaint to reach the appropriate official.
Complaint Tracking and Accountability
The platform also enables residents to follow their complaints through different stages, including registration, assignment to the relevant department, work in progress and resolution. Updates are delivered directly through WhatsApp. Once the issue is addressed, before-and-after photographs are shared so residents can assess the work completed.
Narwekar said the chatbot was introduced following several months of testing, with the goal of resolving routine civic problems within defined timelines while making officials more accountable.
“Our aim is to provide solutions to common civic problems in a time-bound and transparent manner. Though this chatbot minimises human intervention, it fixes accountability on the concerned officials. I am still available for residents whenever my intervention is needed. We will continue to improve the chatbot after receiving feedback from citizens,” he said.
The initiative is expected to reduce repeated follow-ups and visits to municipal offices. Its success, however, will depend on departments responding promptly and maintaining regular status updates until complaints are resolved.
Source: Hindustan Times
