Civic Connect: A Bilingual, Role-Based Digital Civic Complaint Management and Governance for Tamil Nadu

These are issues that typically are fairly minor to the citizen's cause, but may involve multiple individuals and administrative levels. A citizen may submit a report of a blocked drain and the report may go through an officer and a field worker before it can be closed, or it could be a damaged road and the citizen's report would go through an officer and field worker before it was closed, or waste accumulation, failed street light, unsafe tree, water problem, or local environmental issue, the citizen's report would go through an officer and a field worker to be closed. Civic Connect is a prototype that is built around this full chain and not simply around the submission of a complaint. The platform offers a unified web application for Tamil Nadu for reporting, tracking, location, departmental routing, field updates, feedback, and higher-level monitoring. Using a central language layer for Tamil and English allows the interface to switch language without having different versions of each page. There are five roles designated as operational: Citizen, Field Technician, Department Officer, Minister/Administration, and Chief Minister. The prototype was created using React and Vite, and tested through synthetically generated complaint records based on the scenarios. Records are synthetic and are only provided to illustrate system behavior. This paper introduces the design, data structure, workflow, bilingual interface, security requirement and future evaluation plan. Does not claim statewide performance results. The impact is a locally designed complaint handling process that links citizens' input to the department's action to local resolution, with administrative access separated by role.