Mela Complaint Management

• Digitized key infrastructure, including sector boundaries, roads, pontoon bridges, landmarks, and electrical assets such as substations, DTRs, poles, and wires.
• Generated unique QR codes for every asset, each linked to its specific pole number for easy identification and tracking.
• QR codes printed on durable stickers and placed directly on respective assets.
• Introduced a smart complaint management system where users can scan QR codes to submit their name, contact, feedback, and a security code through a real-time reporting form.

• Developed control room dashboards for quick monitoring:
  • Complaint Overview Dashboard: Displays total complaints and status.
  • Assignment Dashboard: Automatically assigns complaints to concerned JEs/SDOs.
• Enabled instant complaint forwarding:
  • Electricity-related issues sent directly to the department via WhatsApp with confirmation calls.
  • Non-electricity issues are resolved internally or escalated to the 1920 helpline on behalf of the user.