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Shreya Sinha

UM4000-1

Citizen Services and Complaint Redressal in Morbi City

As a part of our Urban Governance and Management studio, this project on Morbi's Citizen Services and Complaint Redressal focuses on identifying systemic gaps and proposing an integrated strategy to improve service delivery, grievance redressal, and citizen engagement in the Morbi Municipal Corporation. Through a detailed analysis of existing issues, such as lack of digital infrastructure, poor complaint tracking, and limited transparency, the project adopts a three-step approach: strengthening internal processes through SOPs and business process reengineering, enhancing digital platforms via the e-Nagar portal or a new MMC website/app, and building inclusive outreach through physical, digital, and mobile channels. The aim is to create a scalable, citizen-centric governance model rooted in accessibility, efficiency, and accountability.


Report Content

Overview of Morbi’s municipal profile, highlighting its spatial extent, population growth, and administrative restructuring as of 2025.

Introduction to the governance history and the legislative as well as executive heads of Morbi city.

Overview of the national and state-level legal provisions that form the backbone of urban governance and service delivery in Morbi.

Morbi’s existing channels of complaint redressal process and major issues through analysing the complaints data of Morbi Municipal Corporation.

Morbi Municipal Corporation's process of handling document communication through Inward and Outward office, and their major focus in these communications.

Survey with the citizens of Morbi Municipal Corporation

Survey with the citizens of Morbi Municipal Corporation

Case studies of Pune and Bengaluru highlighting successful civic service innovations.

The vision for citizen services and complaint redressal in Morbi city and the proposal overview for better civic service delivery.

Impacts after implementation of the proposal, to transform Morbi’s governance into a responsive, data-driven, and citizen-first model.