CiviCare: An AI-Powered Smart Water Governance and Grievance Resolution System for Urban Local Bodies in India

Year : 2026 | Volume : 13 | Issue : 02 | Page : 15 23
By

Tanishka Ashish Shah,

Dhanashri Jamdar Pingale,

Purva Hanumant Pawar,

Sakshi Santosh Tupe,

Sweety Dhiraj Mohite,

  1. Student, Department of Computer Engineering, PES’s College of Engineering Phaltan, Maharashtra, India
  2. Student, Department of Computer Engineering, PES’s College of Engineering Phaltan, Maharashtra, India
  3. Student, Department of Computer Engineering, PES’s College of Engineering Phaltan, Maharashtra, India
  4. Student, Department of Computer Engineering, PES’s College of Engineering Phaltan, Maharashtra, India
  5. Assistant Professor, Department of Computer Engineering, PES’s College of Engineering Phaltan, Maharashtra, India

Abstract

Water supply operations in many Indian Urban Local Bodies (ULBs) continue to rely on manual processes that lack transparency, efficiency, and accountability. Citizens often have limited access to information regarding supply schedules, connection status, and billing details. Grievances are frequently reported through informal channels, resulting in poor traceability and lack of resolution assurance. This paper introduces CiviCare, a full-stack AI-enabled web platform designed to digitize and optimize municipal water governance for Indian ULBs. The system manages the complete lifecycle of a water connection, including application submission with document verification, site inspection, administrative approval, Consumer Number generation, and rule-based annual billing. A rule-driven Natural Language Processing (NLP) module is implemented to automatically classify and prioritize citizen complaints, which are then assigned to field plumbers through generated work orders with defined Service Level Agreements (SLAs). Water supply information is recorded daily by municipal officers and presented transparently through ward-level dashboards. The platform further integrates a Gemini AI-based chatbot for citizen interaction and Twilio SMS services for proactive notifications. Evaluation results demonstrate improvements in complaint resolution visibility, fairness in billing, and efficiency in managing water connections when compared to existing municipal systems.

Keywords: Municipal water management, ULB digitization, grievance management, NLP classification, smart governance, billing transparency, citizen services, India

[This article belongs to Journal of Web Engineering & Technology ]

How to cite this article: Tanishka Ashish Shah, Dhanashri Jamdar Pingale, Purva Hanumant Pawar, Sakshi Santosh Tupe, Sweety Dhiraj Mohite. CiviCare: An AI-Powered Smart Water Governance and Grievance Resolution System for Urban Local Bodies in India. Journal of Web Engineering & Technology. 2026; 13(02):15-23.
How to cite this URL: Tanishka Ashish Shah, Dhanashri Jamdar Pingale, Purva Hanumant Pawar, Sakshi Santosh Tupe, Sweety Dhiraj Mohite. CiviCare: An AI-Powered Smart Water Governance and Grievance Resolution System for Urban Local Bodies in India. Journal of Web Engineering & Technology. 2026; 13(02):15-23. Available from: https://journals.stmjournals.com/jowet/article=2026/view=259167

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Regular Issue Subscription Original Research
Volume 13
Issue 02
Received 03/04/2026
Accepted 11/05/2026
Published 07/06/2026
Publication Time 65 Days

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