CiviCare: AI - Powered Platform for Citizen Complaints & Public Infrastructure Maintenance

Abstract

Rapid urbanization has markedly encumbered local governments globally, generating suboptimal civic complaint addressing strategies. Traditional systems often bear slowdowns in manual processing, poor transparency, and an abundance of false complaints. This research presents CiviCare, an innovative, intelligent end-to-end portal designed to revolutionize smart city governance. The proposed system integrates advanced generative artificial intelligence, specifically the Google Gemini Pro Vision model, with robust cryptographic GPS watermarking to enhance the legitimacy and efficiency of complaint filing. Citizens utilize a mobile-responsive interface to capture live photos of civic issues (e.g., Damage Electric Pole, sewage leakage, Garbage). The system applies a standard photographic watermark containing dynamic GPS coordinates and timestamps to prevent fake photos. Before registration, the Gemini Pro AI model analyzes the visual telemetry in real-time. It serves a dual purpose: first, as an fraud detection mechanism to reject irrelevant images (selfies, vehicles, pets); second, as an automatic sorting system to correctly route the grievance to the respective department (Water, Electricity, Sanitation) with computed confidence scores. In addition, the framework utilizes iterative geolocation monitoring via the Overpass API to tackle worries near key services including schools or healthcare facilities. Preliminary research indicates that CiviCare greatly shortens the complaint-to-resolution time window and drastically lowers the incidence of bogus grievances, which helps enhance transparent and adaptable civic leadership.

Introduction

The paper highlights the limitations of existing civic grievance systems used in smart cities, which rely heavily on manual processes and fragmented digital tools. These systems suffer from delays, lack of transparency, poor tracking, and high volumes of fake or irrelevant complaints, reducing efficiency and citizen trust. A major challenge is the absence of automated verification and intelligent routing of complaints.

To address these issues, the research proposes CiviCare, an AI-powered civic grievance management platform designed to automate and secure the entire complaint lifecycle. The system uses Google Gemini Pro Vision AI to verify complaints by enforcing live image capture with embedded GPS and timestamps, ensuring authenticity and preventing fake submissions.

Key features of CiviCare include:

• AI-based image verification to filter fake or irrelevant complaints
• Automatic categorization and smart routing to the correct municipal department using AI and NLP
• Real-time tracking and transparency for citizens
• Geospatial analysis to prioritize urgent issues near critical locations (e.g., hospitals, schools)
• Role-based dashboards for efficient grievance resolution
• Secure data handling aligned with data protection standards

The system follows a four-layer architecture (presentation, application, integration, and data storage) built with technologies like ASP.NET, SQL Server, and modern web tools. It integrates external services such as geospatial APIs and AI models for enhanced functionality.

Compared to existing systems, CiviCare overcomes gaps like manual processing, lack of automation, weak verification, and poor prioritization. It introduces a hybrid AI + NLP approach for accurate complaint validation and routing.

Overall, CiviCare provides a transparent, efficient, and scalable solution for smart city governance by combining automation, AI, and real-time citizen engagement, thereby improving trust and responsiveness in municipal services.

Conclusion

Citizen concern supervision acts as a cornerstone of ecological balance throughout city confines. This study\'s outcomes show that innovative methods for blending diverse AI technologies and system automation have the ability to enhance traditional metropolitan layouts extensively. CiviCare skillfully supervises the alignment duty, thoroughly addressing fraudulent activities implementing digital authentication methods and AI and keeping transparent analytics via dedicated dashboards featuring real-time email notifications. Facilitating communication between citizens and personnel through innovative technology, CiviCare plans to set itself up as a versatile, safeguarded, and practical system for innovative civic bodies looking to transform into smart cities

References

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Copyright

Copyright © 2026 Mrunal C. Dafale , Jayesh R. Sathawane , Ashlesha R. Andhare, Pragati H. Adkane , Atharv I. Potpose, Astha R. Babade, Trupti Kantale. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.