Business Outcomes & Strategic Impact

KPI Business Impact
Service Accessibility 3x increase in daily logins for civic services post-platform launch
Grievance Redressal Speed 50% faster average closure time for citizen complaints
Transparency Live tracking of 300+ civic projects accessible to citizens
Engagement 70% rise in first-time users completing transactions without external help
Governance Efficiency Unified dashboard for BBMP officials reduced service duplication and manual processing

The Bruhat Bengaluru Mahanagara Palike (BBMP) faced a growing challenge citizens were frustrated with fragmented civic services, opaque processes, and inaccessible records.

The existing system lacked transparency, mobile responsiveness, and role-based clarity leading to poor adoption, operational inefficiencies, and rising dissatisfaction. The Karnataka Government needed a digital platform that simplified civic access while demonstrating agility, transparency, and public accountability.

The Business Challenge

Strategic Solution by Codewave

  1. Developed a centralized citizen-government interface offering services like:
    • Building Plan Approvals
    • Property Tax Filing & Payment
    • Birth & Death Certificate Applications
    • Public Grievance Lodging & Tracking
  2. Implemented role-specific experiences for Citizens, BBMP Officials, and Government Admins for a clutter-free, purpose-driven UX
  1. Live dashboards showcasing ongoing infrastructure work, service SLA statuses, and public project timelines
  2. Integrated real-time tracking of grievance tickets, eliminating manual follow-ups
  1. Built admin interfaces for task assignment, grievance triaging, and escalations
  2. Integrated citizen feedback loops and escalation management protocols for faster resolution
  1. Designed for mobile-first users, ensuring access to all features via smartphones
  2. Simplified navigation for low-tech literacy users with icons, tooltips, and multi-language prompts
Component Details
Platform Angular (Web), Kotlin/Swift (Mobile), Node.js Backend APIs
Architecture Microservices-based with role-based access controls (RBAC)
Security Government-grade encryption protocols and data compliance
Design Persona-based UX/UI with accessibility-first design tokens
Services UX Research, Full-Stack Development, Mobile App, RBAC Implementation
Scale Designed to support 12M+ citizens across Bengaluru

Technology Stack

Personas Impacted

Persona Impact
Citizens Easy access to government services, status updates, and real-time grievance tracking
BBMP Officials Operational efficiency through centralized service management and automation
Government Administrators Better oversight, performance tracking, and civic transparency with live dashboards

Why This Matters

This is not just a digital service portal it’s a civic trust enabler.

By adopting design-led governance, Karnataka Government is setting a benchmark for urban civic experience in India, placing transparency, inclusivity, and digital equity at the core of citizen engagement.

Legal Disclaimer

The business outcomes, strategic impact and metrics referenced in this case study highlight the kind of results that organisations have achieved through the strategic application of technology solutions. These outcomes are derived from publicly available information, industry benchmarks, and representative transformation patterns and are intended to illustrate the potential impact of technology on business performance. Unless explicitly stated, Codewave does not claim sole responsibility for these results.

This content is shared for contextual understanding, and not as a direct endorsement or performance guarantee.

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