Bengaluru: The Greater Bengaluru Authority (GBA) is developing a unified grievance redressal platform that will consolidate civic complaints received through multiple channels, including social media, into a single dashboard to improve accountability and speed up issue resolution.
The initiative, named Sahaaya Plus, is being developed following directions from Chief Minister D.K. Shivakumar, who has also introduced a centralised grievance management system at the state level to monitor complaints across government departments.
Sahaaya Plus to simplify complaint tracking
Officials said the new platform will introduce several citizen-friendly features, enabling residents to lodge complaints digitally while allowing senior officials to monitor their status in real time.
The proposal received approval from Greater Bengaluru Development Minister Krishna Byre Gowda last month. According to officials, the minister stressed the need for digital complaint registration, noting that manually submitted grievances are difficult to monitor and often lack proper follow-up.
One dashboard for multiple civic agencies
Munish Moudgil, Special Commissioner of the GBA, said the platform will integrate complaints received through different sources, including social media, and provide regular status updates to citizens.
He added that the authority also plans to bring major civic agencies, including the Bangalore Water Supply and Sewerage Board (BWSSB), Bangalore Development Authority (BDA) and Bengaluru Metro Rail Corporation Limited (BMRCL), under the unified system to improve coordination and service delivery.
Residents seek better accountability
The initiative comes amid growing concerns over the effectiveness of the existing Sahaaya 2.0 platform. Many residents have alleged that complaints are frequently closed without resolution, particularly following the city’s administrative reorganisation under the Greater Bengaluru Authority.
Citizens have also pointed to confusion over jurisdiction among the newly formed civic corporations, which they claim has delayed the resolution of public grievances.
The GBA hopes that the new digital platform will ensure greater transparency, improve coordination between departments and provide Bengaluru residents with a more efficient mechanism for resolving civic issues.