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The study examines the significance of Information Education Communication (IEC) in complaint redressal systems. It includes an analysis of complaint data from Case City, primary surveys, persona mapping, and a review of IEC campaigns conducted over the years. Additionally, it features case studies of successful IEC campaigns by municipal corporations across India. The objective is to encourage citizens to transition from traditional telephonic complaint methods to online platforms, such as App and WhatsApp. The geolocation sharing feature of these online modes enhances the efficiency of the complaint submission process.