Government and political outreach
Government and outreach CRM for grievance and constituency teams
Log every grievance, assign it to a field worker and close it with a record. Messages go only to people who agreed to receive them.
Your pipeline, ready on day one
These stages come with the template. Rename, add or remove any of them.
- Stage 1ContactA citizen is added from a call, a visit or a form, with ward, area and contact.
- Stage 2Grievance loggedThe issue is recorded with category, location and priority, and a ticket number is given.
- Stage 3AssignedThe ticket goes to a department contact or field worker with a due date.
- Stage 4ResolvedThe work is done, proof is attached and the citizen is informed and asked for feedback.
What is a government and political outreach CRM?
Most outreach work is listening and then following through. A citizen reports a broken streetlight, a water problem or a pending certificate, and expects to hear back. A CRM turns those calls into tickets with a category, a ward, an owner and a due date, so nothing depends on one assistant's memory. Gandiv adds a field-worker app for site checks, resolution proof and a consent record for each contact. Updates and event invitations go on WhatsApp only to people who opted in, and every message is traceable. It is a tool for service and communication, not for sending messages to people who have not asked for them.
Why government and political outreach teams need one
Problem
Complaints are taken on calls and never recorded.
With Gandiv
Each call becomes a ticket with a number the citizen can quote.
Problem
Nobody knows which ward has the most problems.
With Gandiv
Ward and category fields produce counts for planning and review.
Problem
Issues sit with field workers with no deadline.
With Gandiv
Tickets carry owner, due date and escalation when overdue.
Problem
Citizens never hear that work was done.
With Gandiv
Resolution triggers a message and a feedback request with the proof attached.
Problem
Mass messages go to numbers that never agreed.
With Gandiv
A consent register limits bulk WhatsApp to opted-in contacts, with an easy opt-out.
Problem
Volunteers and workers share data on personal phones.
With Gandiv
Role-based access and a field app keep records in one controlled place.
Key features
Grievance tickets
Every complaint gets a number
Log category, location, priority and description from a call or visit. The citizen receives a ticket number, and the ticket carries a timeline from logging to closing.
- Ticket number to citizen
- Category and priority
- Full timeline
Grievance tickets
- Ticket number to citizen
- Category and priority
- Full timeline
Ward fields
Data organised by ward and area
Store ward, booth area, locality and category on each contact and ticket. Leaders see which wards have most open issues and how quickly each is resolved.
- Ward and locality fields
- Open issues by ward
- Resolution time by category
Ward fields
- Ward and locality fields
- Open issues by ward
- Resolution time by category
Field-worker app
Workers update from the site
Field workers see assigned tickets on a phone, visit the location, upload before and after photos and mark progress. Supervisors see geo-tagged evidence instead of verbal updates.
- Assigned ticket list
- Photo proof
- Geo-tagged check-in
Field-worker app
- Assigned ticket list
- Photo proof
- Geo-tagged check-in
Escalation
Overdue tickets reach someone
Set due dates by category. When a ticket is overdue, the supervisor is alerted and it can be reassigned, so issues do not rest quietly with one person.
- Due date by category
- Overdue alert
- Reassign with note
Escalation
- Due date by category
- Overdue alert
- Reassign with note
Consent-based WhatsApp
Message only people who said yes
Keep a record of consent with source and date, and send updates, scheme information or event invitations on WhatsApp only to opted-in contacts. Anyone can opt out, and that is honoured at once.
- Consent record with date
- Opt-out respected
- Segments by ward
Consent-based WhatsApp
- Consent record with date
- Opt-out respected
- Segments by ward
What is inside the template
Everything below is created in your workspace when you pick this template.
| Fields | Ward · Locality · Grievance category · Priority · Department · Consent to WhatsApp · Ticket due date |
|---|---|
| Automations | Ticket number message to the citizen · Escalation when overdue by 2 days · Resolution message with feedback request · Event invite to opted-in contacts only · Reopen if citizen replies not resolved |
| Reports | Open tickets by ward · Resolution time by category · Tickets per field worker · Overdue and escalated · Citizen feedback score |
| Message templates | Your complaint is registered, ticket number 2381 · Your issue has been resolved, was it fixed to your satisfaction? · You are invited to the ward meeting on Sunday · Reply STOP to stop receiving updates |
| Call script | Namaste, I am [Name] from the office of [Name/Office]. I am calling about your complaint number [no.]. The work has been completed. May I confirm that the problem is solved? |
Fields
Ward · Locality · Grievance category · Priority · Department · Consent to WhatsApp · Ticket due date
Automations
Ticket number message to the citizen · Escalation when overdue by 2 days · Resolution message with feedback request · Event invite to opted-in contacts only · Reopen if citizen replies not resolved
Reports
Open tickets by ward · Resolution time by category · Tickets per field worker · Overdue and escalated · Citizen feedback score
Message templates
Your complaint is registered, ticket number 2381 · Your issue has been resolved, was it fixed to your satisfaction? · You are invited to the ward meeting on Sunday · Reply STOP to stop receiving updates
Call script
Namaste, I am [Name] from the office of [Name/Office]. I am calling about your complaint number [no.]. The work has been completed. May I confirm that the problem is solved?
By role
Representative or department head
- See open grievances by ward
- Review resolution time and escalations
- Approve outreach campaigns
Call desk and office staff
- Log grievances and give ticket numbers
- Assign to departments
- Call back to confirm closure
Field worker or volunteer
- See assigned tickets on a phone
- Upload photo proof
- Mark progress and closure
Integrations for this industry
Related industries
Frequently asked questions
Is bulk messaging allowed to everyone on my list?
No. Use bulk WhatsApp only for contacts who have given consent, record when and how they agreed, and honour opt-outs immediately. Follow platform policies and applicable law.
Can field workers use their own phones?
Yes. They get a restricted app login showing only their assigned tickets, with photo upload and location check-in.
Can I see problem areas by ward?
Yes. Ward and category fields let you count open and closed issues by area and see how long each takes to resolve.
Does it support multiple departments?
Yes. Tickets can be routed by category to department contacts, each seeing only their own work.
Is citizen data protected?
Access is by role, numbers can be masked for callers, exports are limited to admins and activity is logged. Handle personal data per applicable rules.
Start with the government and political outreach template
Your pipeline, fields and messages are created for you. Change anything later.