AP 104 Grievance Dashboard
8 months
Lead UX Consultant
2 Designers, 10 Engineers
Project Overview
A state-wide complaint tracking and SLA management dashboard for the Government of Andhra Pradesh.
Business Background
The "104" helpline receives thousands of health and civic grievances daily. The existing manual tracking system was failing, resulting in unresolved complaints and lack of accountability.
The Problem
Government officials lacked visibility into departmental performance. Grievances were falling through the cracks due to a lack of automated SLA tracking and escalation matrices.
Objectives
- Digitize the entire grievance lifecycle
- Enforce Service Level Agreements (SLAs)
- Provide transparency to higher officials via a unified dashboard
Success Metrics
- ↑ 80% SLA compliance
- ↓ 60% average resolution time
- Successfully manage 1M+ citizens’ grievances
The Challenge
Designing a system that accommodates varying levels of tech-literacy among government employees while handling massive volumes of data securely.
Discovery & Research
Kickoff & Audit
Held workshops with District Collectors and Call Center Operators to map the lifecycle of a complaint.
Reviewed the existing paper and legacy-portal workflows.
Key Pain Points
- No visual indication when a complaint breached its SLA.
- Data was siloed; a District Collector couldn't easily see which Mandal was underperforming.
- The interface was cluttered with bureaucratic jargon.
Opportunities
- Use color-coded SLA indicators (Green, Yellow, Red) for instant status recognition.
- Implement map-based geographical data visualization.
- Simplify the UI for data-entry operators.
Research Methodology
Field visits to call centers and district offices. Interviews with 10 officers across different hierarchy levels.
Key Insights:
Personas & Journey
Rao, District Collector
Monitor / Executive
Goals
- • Ensure district-wide SLA compliance
- • Identify underperforming departments
Behaviors
Reviews dashboard every morning. Prefers charts and maps over tables.
Lakshmi, Call Center Operator
Data Entry
Goals
- • Log complaints quickly and accurately
- • Route to correct department
Behaviors
High-speed typist, relies on keyboard shortcuts.
User Journey Shift
Before
Citizen calls -> Operator writes in ledger -> Types into legacy portal -> Waits days for physical file movement.
After
Citizen calls -> Operator logs directly into portal -> Auto-routes to officer -> SLA timer starts -> Officer updates via mobile -> SMS sent to citizen.
Design Execution
UI Exploration
Typography: Open Sans for English, standard system fonts for Telugu rendering to ensure high readability.
Colors: Clean, professional Blue/White theme (Government standard) with strict semantic colors for statuses (Red for breach, Yellow for warning, Green for safe).
Design System Components
Final Design Execution
A high-fidelity look at the final polished interfaces, components, and key interactions that were successfully handed off to engineering.
Final Outcome & Impact
The dashboard brought unprecedented transparency and accountability to state governance, drastically improving citizen trust in the 104 helpline.
Key Learnings
- •Designing for legacy hardware (e.g., 1024x768 resolution monitors in rural offices).
- •Navigating bureaucratic approval processes for UI changes.
Future Improvements
- •Implement an AI chatbot for citizens to register complaints via WhatsApp directly into the dashboard.