Build For Bharat Fellowship
2025
Citizen Feedback Flow for e-Sevai Centers
e-Sevai Centres drive the last - mile of digital service delivery
The centers enable assisted digital access to public services via franchise operators and Common Service Centres (CSCs).
The Challenge?
Citizens visiting physical centres have no structured way to share feedback. Without this visibility, service quality cannot be monitored or improved effectively.
Objectives of a citizens’ feedback system
Empower citizens and enable them to pick centers based on reviews ensuring good service delivery
Improve accountability by highlighting issues at the ground level
Enable data-driven governance, helping officials track service quality, identify gaps
Currently, citizens applying through e-Sevai portal can submit feedback about the portal interface / a specific service / their transaction on the portal itself.
eSevai website → login as a citizen → feedback tab (form) → personal details → feedback type dropdown → details
However, this feedback modal is accessible to digital self-service (direct e-sevai portal) users only.
For people going to sevice centres for getting assistance on applications/ tracking there is no direct/ official way to give feedback about the service at e-Sevai centres
Citizens sometimes add ratings or reviews on Google Listings for centers that are listed, but this is not official/ is not monitored by TNeGA.
the first question was, since they not using the portal directly,
Where and how can majority of the citizens who are using the assisted model give feedback (the entry point)?
- Could it be added with e-Sevai centres’ official listings?
There are multiple places where the centres are listed that can be used to locate a service center
1. TNeGA Website (tnega.tn.gov.in) - Offers a Service Center Locator, but no feedback option
2. Mugavari App - An app where citizens can search for nearby centers and view ratings, center details and directions.
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no direct feedback mechanism within the app about center experiences. (currently static ratings based on performance surveys by govt.)
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the app has a low uptake (~5k playstore downloads)
Thus we cannot rely only on it as an entry point for the feedback flow)
3. TN GIS Viewer -
Locate nearest e-Sevai centers to you
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Nearest Facility → e-Sevai Centre → list of centres, distance from the current location, google maps directions.
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No ratings/ reviews about the centre are available currently.
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Plan to add feedback functionality here, but it not publicly popular yet, still developing
Thus, even though feedback functionalities need to be added e-Sevai centres’ official listings, they cannot be the primary entry points.
the second question was
What all do we need feedback on.....what information needs to be captured and how?
Feedback ecosystem (ideal / to be) mapping
different entry points and type of feedback for different use cases
Focus for This Project
* all the other feedbacks are equally important for the entire system to be improved (not captured currently)
Concept generation
Concept 1
Automated outbound calling for feedback post application or service delivery
Requirements
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Citizen’s mobile number (currently collected and used for integrated for e-Sevai services)
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Consent checkbox at application stage (“We may contact you for feedback”)
- Tech infrastructure for outbound calling and data collection (how to do it)
Ideation
Tool recommendation - Sarvam Samvaad
https://x.com/SarvamAI/status/1932013070064193666
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A conversational AI platform that can makes automated voice calls
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Supports 11 Indian languages, including Tamil
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Can understand voice and keypad input
Benefits
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Inclusive - can reach citizens who might not have smartphones/ internet access
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Scalable across departments with minimal infrastructure
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Conversational agents can be expanded to other functionalities like on call scheme eligibility checking
Note - concept 1 was not selected. Reason - feasibilty, it will take time to build despite being more citizen centric (accessibility)
Concept 2
Selected concept
Web - based feedback flow
Multiple ways for citizens to share feedback, ensuring accessibility for everyone, no matter how or where they engage with the e-Sevai system.
Simply offering feedback entry points is not enough, the system needs to be designed in a way that encourages participation, captures useful data, and prevents misuse
For SMS link or QR at the center as
the entry point, autofill center name; dropdown for others.
Citizens giving feedback after successful application can give feedback for
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service at the centre,
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the operator
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the application process.
Others can get a shorter form to just
rate the centre and one text input field
for anything else.
Challenge: Feedback anonymity encourages honesty but also opens doors for misuse.
Question: How can we design checks that make the system trustworthy for citizens and tamper-proof for centres?
Anonymity vs PII tradeoffs
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Anonymous feedback encourages honest, pressure-free responses but can be misused through dummy entries by service centres.
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PII-linked feedback helps ensure authenticity by tying responses to real users but may reduce response rates due to privacy concerns and fear of identification.
Recommendation:
Adopt a hybrid approach, allow anonymous feedback by default, but collect minimal metadata (like service type and timestamp) to detect suspicious patterns.
Where possible, collect the service acknowledgement number to strengthen traceability without compromising user comfort.
