Drishti Platform

AI-Driven Government Complaint & Case Management System

Important

👉 Click here for Instructions on How to Run the Project

Overview

Drishti is a comprehensive platform designed to bridge the gap between citizens and administration. It leverages AI to categorize, track, and resolve public grievances efficiently.

Problem Statement

Traditional grievance systems (like CPGRAMS) often struggle with manual processing bottlenecks, lack of real-time updates, and inefficient complaint routing. DRISHTI solves these issues by integrating Artificial Intelligence to automate classification and prioritization, ensuring faster resolution times, complete transparency for citizens, and enhanced accountability for government officers.

Features

• AI-Powered Categorization: Automatically routes complaints to the right department.
• Real-time Tracking: Citizens can track the status of their complaints.
• Multi-Role Dashboards: Dedicated interfaces for Citizens, Officers, and Admins.
• Analytics: Insightful reports for administration to improve service delivery.

🧠 System Architecture: How It Works

1️⃣ For Non-Technical Users (The "What" & "Why")

Think of Drishti as a smart digital assistant for the government.

• The "Brain" (Backend): Just like a helpful receptionist, our system takes your complaint, understands what it's about, and immediately sends it to the correct department. You don't need to know who to talk to; the system knows.
• The "Digital Vault" (Database): We replaced dusty physical files with a secure, cloud-based filing cabinet. Every complaint is saved instantly, cannot be lost, and can be pulled up by an officer on their phone or laptop in seconds.
• The "Smart Reader" (AI): Instead of a human reading thousands of letters, our AI reads your complaint instantly. If you write "broken street light," it knows that belongs to the "Electricity Department" and routes it there automatically.

2️⃣ For Technical Users (The "How")

Drishti is built on a robust, scalable architecture focusing on security and automation.

• Backend Kernel: Powered by Django 5.0+, utilizing the MVT (Model-View-Template) architecture for rapid development and clean separation of concerns.
  • Authentication: Custom User Model extending AbstractUser to handle multiple roles (Citizen, Admin, Officer) securely.
  • API Integration: Connects with OpenRouter/Gemini LLMs for NLP tasks (complaint summarization and categorization).
• Database Layer:
  • Primary DB: Relational database management using MySQL (release) or SQLite (dev default) for structured storage. Utilizes dj-database-url for environment-based configuration and seamless deployments (e.g., Railway/Render).
  • ORM Security: Django ORM abstracts SQL queries, preventing typical injection vulnerabilities.
• Media Management: Deep integration with Cloudinary for scalable, optimized storage of image/video evidence.
• Security: Implements Django's built-in session security, CSRF protection, and environment variable management via python-dotenv.

🔐 Backend Workflows & Role Management

Drishti controls access using a sophisticated Role-Based Access Control (RBAC) system.

1. Authentication & Routing Logic

When a user logs in, the backend (accounts/views.py) dynamically routes them to their specific dashboard based on their assigned role.

• Login Process:
  1. User submits credentials.
  2. CustomLoginView authenticates the user.
  3. The get_success_url() method checks user.role (e.g., 'citizen', 'officer', 'dept_admin').
  4. User is redirected to their dedicated workspace (e.g., /dashboard/citizen/ or /dashboard/officer/).

2. User Roles Explained

• 👤 Citizen (citizen):
  • Capabilities: Can file new complaints, view valid schemes, and track the status of their reported issues.
  • Backend Logic: Restricted to viewing only their own data.
• 👮 Local Officer (officer):
  • Capabilities: Field officers who update the status of assigned complaints (e.g., "In Progress", "Resolved") and upload proof of work.
  • Backend Logic: Filtered view showing only complaints assigned to their specific department and district.
• 🏢 Department Admin (dept_admin):
  • Capabilities: Oversees all officers within a specific department (e.g., Health, Police). Can re-assign complaints and view department-wide analytics.
• 🏛️ Higher Authorities (city_admin / super_admin):
  • Capabilities: Top-level view of the entire city or state. Access to global analytics, AI usage stats, and critical alerts.

Tech Stack

• Backend: Django (Python)
• Frontend: HTML, CSS (Vanilla), JavaScript
• Database: SQLite (Development)