Salesforce teams up with CSC to modernise complaint resolution in rural India
The Common Services Centres (CSC), a digital inclusion initiative under the Ministry of Electronics and IT (MeitY) in India, has taken a significant step forward in its digital transformation journey. In a collaborative effort with Salesforce, the CSC aims to deliver faster, more transparent, and citizen-first services across rural and semi-urban regions.
The collaboration focuses on delivering an intelligent and scalable service experience through a unified, AI-powered grievance redressal platform. This platform will consolidate citizen queries from WhatsApp, email, SMS, and the CSC portal, providing a seamless and efficient way for citizens to voice their concerns.
Salesforce's platform integrates its Service Cloud with AI tools such as Einstein Bots for 24/7 self-service and digital engagement capabilities. This integration empowers the over 6 lakh Village Level Entrepreneurs (VLEs) who are part of the CSC network. With these modern, intelligent tools, VLEs can access grievance management systems that are transparent, data-driven, and efficient.
The AI-powered platform allows VLEs to track issues transparently, resolve problems more quickly, and enhance citizen satisfaction. It also unifies queries from multiple communication channels into a single system, streamlining the grievance redressal process and reducing response times.
Arundhati Bhattacharya, President & CEO of Salesforce - South Asia, expressed pride in supporting CSC in empowering lakhs of VLEs with the tools to deliver faster, more transparent, and citizen-first services. Sanjay Kumar Rakesh, MD & CEO of CSC SPV, stated that the collaboration with Salesforce is a step forward in building a more responsive, unified, and data-driven grievance redressal framework.
This collaboration marks a significant milestone in CSC's digital transformation journey, aimed at improving resolution timelines, empowering VLEs with modern tools, and fostering greater transparency and trust in citizen services. It is an essential step toward equitable digital access and governance for underserved populations in India's rural and semi-urban regions.
[1] Source: Press Release, Salesforce, "Salesforce and Common Services Centres (CSC) Collaborate to Enhance Citizen and VLE Support in Rural and Semi-Urban Regions Across India" (2021)
- The collaboration between Common Services Centres (CSC) and Salesforce is leveraging technology to create a unified, AI-powered grievance redressal platform, which will streamline citizen queries across multiple channels for a more efficient and transparent service experience.
- The inclusion of Salesforce's Service Cloud with AI tools, such as Einstein Bots, will equip over 6 lakh Village Level Entrepreneurs (VLEs) with modern, intelligent tools for managing grievances, enabling them to provide faster, more citizen-centric services.
- By integrating various forms of communication channels into a single, data-driven system, this digital transformation initiative aims to reduce response times, enhance citizen satisfaction, and foster greater trust in government services in rural and semi-urban regions.
- Through this collaboration, CSC aims to improve resolution timelines, build a more unified and responsive grievance redressal framework, and take a significant step forward in fostering equitable digital access and governance for India's underserved populations.
