Citizen Centric Digital Services – Slum Rehabiliation Authority (SRA), Brihanmumbai

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Case Study

Citizen Centric Digital Services by SRA, Brihanmumbai

Introduction

The Slum Rehabilitation Authority (SRA) of Brihanmumbai, an autonomous body under the Housing Department of the Government of Maharashtra, has been a pivotal institution in addressing urban housing challenges for the economically weaker sections of Mumbai. With the city’s dense slum population depending heavily on the Authority for access to secure housing and related civic services, SRA recognised the urgent need to transform its engagement and service delivery model. In line with India’s larger digital governance mission and Smart City goals, the SRA initiated the Citizen-Centric Digital Services project in May 2024. The project has since revolutionised how citizens interact with the Authority by embedding transparency, accessibility, and efficiency into its processes.

The Problem Landscape

Before this digital transformation, SRA’s operations were characterised by manual, paper-intensive processes that imposed a heavy burden on both citizens and administrators. Basic services such as rent payments, tenement transfers, and accessing eligibility or allotment records required multiple in-person visits to SRA offices. This was not only inconvenient but disproportionately affected slum dwellers, many of whom rely on daily wage work and cannot afford time off or travel costs.

Transparency was another critical concern. In the absence of real-time updates or accessible data, citizens often operated in an information vacuum, leading to confusion, mistrust, and delays. Repeated complaints regarding rent deposits, transfer procedures, and verification statuses highlighted significant communication gaps and systemic inefficiencies. Vulnerable groups, such as persons with disabilities and marginalised communities, were even more severely impacted by this lack of accessible interfaces. Internally, SRA’s staff were overwhelmed by routine service requests, resulting in delayed responses, inconsistent communication, and a decline in overall public trust.

Digital-First, Citizen-Centric Solution

To address these multifaceted challenges, SRA adopted a strategic digital-first approach aimed at completely reimagining its service delivery. The Authority began with an extensive phase of stakeholder consultation and problem diagnosis in Q2 of 2024. This led to the design of a comprehensive IT architecture, which emphasised inclusivity, transparency, scalability, and ease of use.

Core services such as rent management, tenement transfers, and PAP (Project Affected Persons) tracking were digitised. The SRA Mobile App was launched in multiple languages to support paperless submissions and provide real-time tracking of applications. Recognising the widespread penetration of smartphones and messaging apps, a conversational WhatsApp Chatbot was developed for everyday queries and service navigation.

For differently-abled citizens, the Authority introduced Mitra Vaani, a voice-based service designed to deliver information without requiring visual or manual input, marking a significant step in accessible e-governance. To further enhance citizen convenience, SRA implemented QR code-based access to services and launched an Appointment Scheduling System, allowing residents to avoid queues by pre-booking time slots online.

In one of the most impactful moves, the Authority undertook the proactive disclosure of information mandated under the RTI Act (2005) and the Maharashtra Right to Public Services Act (2015). By uploading over 4.68 crore documents to the public domain—including allotment orders, project statuses, eligibility lists, and rent records—SRA ensured that citizens could access crucial data without the need to file RTI applications.

Outcomes and Impact

The results of this ambitious transformation have been overwhelmingly positive. Within the first year, more than 5 lakh external beneficiaries had engaged with the digital platforms, indicating mass-level adoption even among digitally novice populations. Internal capacity was strengthened through the training of over 200 staff members on digital tools and workflows.

Office footfall saw a significant reduction as citizens shifted to online platforms for information and services. This not only alleviated the administrative burden but also improved the Authority’s capacity to handle more complex and critical cases with greater attention. Applications for rent payment and tenement transfers, which earlier took weeks to process, are now handled swiftly, with end-to-end transparency and status tracking.

Feedback loops were built into each module to ensure iterative improvement based on user input. Citizen perception surveys reflected an increase in trust and satisfaction, with particular appreciation for multilingual support and voice-enabled features. The project also positioned SRA as a digital governance pioneer, earning first place in the Government of Maharashtra’s 100 Days Programme for proactive disclosure among 95 departments.

Challenges Encountered

Despite its success, the journey was not without obstacles. One of the primary challenges was the digital literacy gap among beneficiaries, particularly slum residents who were unfamiliar with smartphones or official applications. SRA addressed this through outreach programs and simplified user interfaces but acknowledged the need for continuous community engagement and training.

Resistance to change also emerged internally. Some administrative staff and intermediaries, accustomed to manual systems, were hesitant or felt threatened by the new processes. To counter this, the Authority provided extensive training and highlighted the efficiency and workload reduction benefits of automation.

Linguistic diversity in Mumbai posed another hurdle. Designing and maintaining platforms in multiple regional languages required significant effort in both translation and user testing. Integration of digital platforms with legacy data sources proved technically complex, requiring substantial data cleaning and migration efforts. Building citizen trust in online systems also took time, necessitating consistent communication and transparency.

Innovation and Forward Vision

Several innovative features made this project stand out. The use of QR code-based service access, integration of voice-based systems, and proactive RTI-based data disclosure were pioneering efforts that many other public bodies have yet to replicate. These features collectively reduced red tape, enabled real-time access to civic services, and fostered transparency.

SRA’s digital platforms were developed using a low-cost, scalable model, making them easily replicable for other urban local bodies and state departments. Plans include integration with UIDAI, DigiLocker, and PMAY dashboards, thereby expanding the ecosystem for document-free verification and national scheme convergence. There are also plans to adopt AI/ML tools for predictive analytics, anomaly detection, and innovative data publishing. The chatbot is being enhanced to support voice commands, making it even more accessible to the elderly and less digitally fluent populations.

The Authority also aims to establish digital kiosks in slum areas and conduct literacy programs to ensure no citizen is left behind in the digital shift. There are discussions underway to share the project’s architecture with Smart Cities under the Ministry of Housing, thereby expanding its national footprint.

Conclusion

The Citizen Centric Digital Services project by the Slum Rehabilitation Authority of Brihanmumbai exemplifies a high-impact, inclusive, and sustainable model of digital governance. By embedding accessibility, transparency, and user empowerment into the core of public service delivery, SRA has redefined how housing-related services can be made efficient and citizen-friendly. In doing so, it has not only improved the quality of life for lakhs of slum residents but also set a benchmark for other public authorities across the country. 

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For more information, please contact:
Mahendra Kalyankar at ceo@sra.gov.in

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