Citizen Portal/Officer Demo
DEMO MODE
SL
PUBLIC SERVICE · INTELLIGENCE

Grievances, handled
with clarity.

Bring citizen voices, field notes and paper petitions into one structured workflow — with AI assistance and human oversight at every step.

i
Demonstration workspace

This prototype uses sample cases. It is not connected to Karnataka's iPGRS and does not submit complaints to any government department. Shared database access and live AI processing require authorised project access.

Service overview

Counts include saved database cases, queued offline entries and clearly marked demonstration examples.

TODAY
Total grievances▤
128
Demo + saved recordsAll channels
Awaiting review◷
24
Needs attentionIntake queue
Routed to department⇢
81
AssignedIn progress
Resolution review✓
23
Evidence checkClosure queue

Grievances by intake channel

Where complaints enter the workflow

Loading channel data from CivicFlow records…

Attention required

Signals calculated from CivicFlow records

RECORD-BASED

Loading review signals…

Recent grievances

Latest items in the demonstration register

REFERENCEGRIEVANCEDEPARTMENTPRIORITYSTATUS
© 2026 CivicFlow AI · A STROMS LEGACY PRIVATE LIMITED prototypeAI-assisted decisions · Human-reviewed outcomes
INTAKE WORKSPACE

Register a grievance

Capture the citizen's concern in their own words. AI can help structure the draft; an officer remains responsible for review.

01 Intake & draft

Grievance details

Fields marked * are required.

* Required
CASE MANAGEMENT

Grievance register

Review, search and manage grievance records in this demonstration workspace.

⌕

All grievances 0

Sample cases and cases created during this session

REFERENCEGRIEVANCECHANNELCATEGORYPRIORITYSTATUS
DECISION SUPPORT

Insights & analytics

An illustrative view of complaint patterns, operational workload and resolution quality.

PROTOTYPE DATA
i
CivicFlow prototype records only

Analytics are calculated from records saved in this CivicFlow prototype. They are not Karnataka government data or verified public-service performance metrics.

Avg. time to resolve◷
—
Resolved cases · prototype database
Repeat issue signals↻
—
Potential clusters · heuristic
Cases needing review◎
—
Awaiting / resolution review
Cases with review flags✓
—
Saved review records

Grievance status

Live counts from saved CivicFlow database records

Department workload

Cases by suggested department; officer confirmation is required

Grievance categories

Distribution by category from saved records

Intake channels

How grievances entered the CivicFlow prototype

Operational signals

Ageing, repeated issue signals and officer decision counts from prototype records

Loading operational signals…

Charts use saved CivicFlow prototype database records only.

✦

What the data could help officers notice

Repeated complaints about the same locality may indicate an unresolved underlying issue. Long review times may signal a need to rebalance workloads. Closure evidence checks can help flag cases that require additional verification. These are examples of decision-support insights, not automated findings from live government data.

DOCUMENT INTELLIGENCE

Document digitisation

Turn a petition scan into reviewable text and structured grievance fields.

02 Digitise & review

Upload a petition

For this prototype, use synthetic or non-sensitive sample documents only.

Document AI integration

Configure authorised AI service access in project settings to enable live document processing. Until then, the interface remains in demo mode.

Extracted text & review

Check all extracted details before creating a case

▧
Your document output appears here

Choose a sample file to see the workflow. Live OCR requires a configured API connection.

Case history summariser

Combine a grievance, correspondence and department notes into one review summary. Use synthetic or non-sensitive text in this prototype.

SOURCE-AWARE
Summary and source map

Summaries are decision support; verify facts against original documents.

FIELD OPERATIONS

Field capture

A simple intake workflow for Praja Seva Abhiyan meetings and community visits.

03 Field intake

Praja Seva Abhiyan meeting capture

Record a citizen concern during a community meeting. The statement is transferred to the standard AI review and grievance registration workflow.

FIELD INTAKE
Field note not yet prepared

After preparation, review the statement, run AI assistance and save it through the grievance intake form.

Social grievance intake

Manually capture a publicly available post for officer review. This is not automatic social listening or an official platform integration.

MANUAL CAPTURE
Human review required

No post is automatically monitored or replied to. Confirm authenticity and relevance before acting.

⌖
DESIGNED FOR THE FIELD

Capture the concern
where it happens.

Record a citizen's statement, note the locality and prepare a structured grievance draft. The field workflow can be extended for offline-first capture after the core prototype is validated.

Field capture checklist

Recommended process for a field officer

01
Record the citizen's statement

Preserve the original wording and preferred language.

02
Record the locality and issue type

Capture only the information needed to route the complaint.

03
Review the AI-generated draft

Correct transcription errors and confirm the category.

04
Save and confirm next steps

Ensure the case is recorded and the citizen understands the process.

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Offline capture enabled for this prototype
Entries can be queued in this browser and retried when connectivity returns. Keep the device secure; local browser storage is not a substitute for approved encrypted production storage. Verify queued cases after sync.

REFERENCE WORKFLOW · KARNATAKA

Praja Seva workflow model

A prototype workflow inspired by Janaspandana / iPGRS: citizen intake, acknowledgement, departmental action, action-taken evidence and status visibility.

REF iPGRS-aligned concept
i
Reference model only — not a government integration

This page is an independent CivicFlow AI demonstration. It does not create or track a real Karnataka government grievance. Use the official links below for actual submissions and status checks.

Citizen self-service

Illustrative status lookup for CivicFlow demo records only

DEMO
⌕
Enter a demo reference

This lookup searches only the CivicFlow prototype register.

Citizen filing guide

Ask how to file a grievance or which category may fit. Guidance is rule-based and available offline.

Citizen guidance

Ask about filing steps, categories or documents to prepare. Do not enter sensitive personal information.

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Official grievance?
Use Karnataka's official iPGRS citizen portal. CivicFlow does not access official grievance IDs.

Department action workflow

Proposed operational stages for the prototype

01
Register & acknowledge

Capture the original statement, language, location, intake channel and reference.

02
Classify & route for review

AI may suggest a category and department; an authorised officer confirms assignment.

03
Record action taken

Officer records action details, supporting evidence and the next status.

04
Review resolution & close

Check the action report before closure; preserve a traceable history of changes.

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Future requirement
Officer roles, escalation rules, notifications, citizen authentication and immutable audit history need further implementation before production use.

Action taken & resolution verification

Compare the officer's action report with a saved CivicFlow grievance.

HUMAN REVIEW
✓
Verification findings appear here

AI or rule-based checks are advisory only. An authorised officer decides whether to close a case.

Government API adapter

Our side's integration contract and validation endpoint.

MOCK ONLY
Checking adapter status…

This tool never submits to IPGRS. Live connection requires the government's approved API specification and credentials.

POST /api/assistAI draft, summary, category & priority
POST /api/transcribeMultilingual speech-to-text
POST /api/digitiseDocument digitisation
POST /api/resolutionsAction report and resolution review
POST /api/integrationMock IPGRS payload validation

These are CivicFlow endpoints. They are not government-issued API endpoints.

GOVERNMENT FIRST · PROBLEM STATEMENT MAPPING

Nine use cases. One modular solution.

CivicFlow AI is designed to support the published AI-Enabled Grievance Management and Redressal use cases while preserving iPGRS as the system of record.

UC Scope & readiness
i
Integration target — not yet connected

The published problem statement calls for capabilities that feed into IPGRS. This prototype has no authorised government API or production data connection. Status labels below describe the current prototype scope, not government acceptance.

Published use cases▦
9
Problem statementUC-1 to UC-9
Prototype capabilities✓
4
Partial / demoNot production
Live government links↗
0
No integrationAccess required
API integration⇄
Pending
Department approvalFuture pilot

UC-1 · Multilingual grievance drafting

Voice or text in Kannada, other local languages or English; formal draft for review.

PROTOTYPE

Existing: complaint intake form and AI drafting endpoint with demo fallback. Next: verify live AI mode, Kannada output quality and human review.

UC-2 · Categorisation and routing

Suggest category and responsible department for intake staff confirmation.

PROTOTYPE

Existing: category and department suggestion. Next: validate against approved department/category taxonomy and record officer confirmation.

UC-3 · Grievance summarisation

Summarise long grievances, attachments and correspondence histories.

SOURCE-AWARE

Implemented: multi-source summarisation workflow with source labels, summary, key facts, timeline and source mapping. Synthetic testing returned AI-mode output; broader document, language and failure-mode validation remains pending.

UC-4 · Social media capture

Capture designated-platform grievances and route responses back to the originating channel.

MANUAL CAPTURE

Implemented: privacy-aware manual capture of public post text/URL into the grievance register with source provenance. Still pending: approved platform APIs, automatic listening, duplicate detection and response routing.

UC-5 · Field capture

Mobile/tablet entry at Praja Seva Abhiyan meetings, including limited connectivity.

OFFLINE QUEUE

Implemented: browser-local queued entries and retry when connectivity returns. Still pending: secure encrypted storage, robust duplicate-safe sync, conflict handling and mobile-device testing.

UC-6 · OCR and handwriting digitisation

Convert scanned and handwritten petitions into editable information for review and entry.

PROTOTYPE

Existing: document upload and digitisation interface. Next: test live document OCR on representative Kannada/English scans and handwriting; validate extracted fields.

UC-7 · Resolution verification

Compare action-taken reports with the original grievance and supporting evidence.

PROTOTYPE

Implemented: action/evidence comparison, optional citizen feedback, advisory discrepancy findings and saved review history. Still pending: representative-case validation and authenticated officer approval before closure. AI flags must not automatically reject a resolution.

UC-8 · Policy analytics

Aggregate volume, categories, resolution time and recurrence by department, region and period.

LIVE PROTOTYPE DATA

Implemented: category distribution, review queue and repeat-location heuristic based on CivicFlow records. Still pending: resolution-time analytics, department/region/time filters, verified data and trend clustering.

UC-9 · Citizen self-service assistant

Explain filing, category and status in the citizen's language.

GUIDANCE DEMO

Implemented: basic Kannada/English keyword-based filing guidance and category hints plus demo-record lookup. Still pending: full conversational multilingual AI, citizen authentication and official grievance status integration.

Security, privacy & data protection

Demonstrate how CivicFlow reduces unnecessary exposure of citizen information.

PROTOTYPE SAFEGUARDS
01
Data minimisation

Collect only issue details and locality needed for complaint handling. The citizen form warns users not to submit Aadhaar, bank details or passwords.

02
AI input redaction

Before AI drafting, the backend masks common Aadhaar-like numbers, PAN-like IDs, phone numbers, email addresses and long numeric account-like strings.

03
Restricted access

Officer case APIs require member access. Public status lookup returns only reference, title, category, status and date — not the full complaint register.

04
Audit trail

Case creation and officer workflow decisions are recorded in the prototype audit log.

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Production requirements
Encryption in transit and at rest, authenticated role-based access, retention/deletion rules, security testing, consent/legal basis, incident response and government-approved hosting must be independently implemented and assessed before live citizen data is used.

Privacy preview

Enter synthetic sample text to see common identifiers masked. This preview is not stored.

Integration readiness checklist

Items to agree with the department before live deployment.

01
API / integration specification

Obtain approved endpoints, schemas, authentication, test environment and API owner.

02
Hosting and security

Agree government-approved hosting, data residency, encryption, access roles, retention and audit requirements.

03
Pilot acceptance criteria

Agree language accuracy, classification quality, OCR accuracy, time saved, officer usability and resolution-review outcomes.

04
Human approval and auditability

Keep officer confirmation for classification, submission and closure; log model suggestions and edits.