For decades, citizens interacting with the Slum Rehabilitation Authority (SRA) in Mumbai faced familiar challenges— long queues, repeated visits, missing files and uncertainty about the status of their applications. Each process, from rent verification to tenement transfer, demanded physical presence and patience. The system worked, but it was slow, opaque and heavily dependent on manual workflows.
In 2024, the SRA undertook a complete digital overhaul under its initiative titled Citizen Centric Digital Services. The objective was simple yet profound: to transform how citizens access housing-related services by making them transparent, efficient, inclusive and available anytime, anywhere.
The journey began by addressing the core pain points that affected both citizens and administrators. Manual processes required citizens to visit offices repeatedly, leading to delays and frustration. Transparency was limited in areas such as rent payments, tenement transfers and allotments. Persons
with disabilities and senior citizens struggled to access services. Communication between citizens and officials was fragmented and administrative staff were overburdened with routine manual work.
To ensure that citizens from all backgrounds— especially those from marginalised and vulnerable communities—could easily access essential housing services, SRA decided to adopt a digital first approach. The focus was on inclusivity, transparency and efficiency.
The transformation was carefully structured over multiple phases.
The first major breakthrough came with the SRA Mobile App, a multilingual, user-friendly platform that allows citizens to submit applications, upload documents and track their status without visiting an office. The app supports paperless submissions and real-time updates, ensuring transparency and reducing turnaround time.
Complementing the mobile app is the WhatsApp Chatbot, which serves as a conversational interface for citizens. Through simple text or voice commands, users can access service information, check rent status, book appointments, or get guidance on tenement transfer processes. The chatbot ensures that even those with limited digital skills can use SRA services comfortably.
For citizens with disabilities or those unable to type, the Mitra Vaani system offers a voice-based interface that allows users to ask questions and receive automated responses in their preferred language. This inclusion-focused design ensures accessibility for all sections of society.
The introduction of the Digital Rent Management System has brought unprecedented transparency to rent-related processes. Citizens can now pay rent online, receive digital receipts and track their payment history. This system also eliminates the need for manual recordkeeping and reduces the possibility of errors or disputes.
Similarly, the Online Tenement Transfer System has streamlined ownership transfer processes that were once time-consuming and prone to delays. Citizens can now apply, upload required documents and receive digital approval notifications without visiting any office.
Another key component is the Project-Affected Person (PAP) Management System, which maintains a digital record of all beneficiaries, tracks rehabilitation progress and ensures that entitlements are accurately assigned. It integrates seamlessly with the Appointment Scheduling System, which allows citizens to book time slots for in-person visits, significantly reducing waiting times and crowding at SRA offices.
To make service access even simpler, the Authority introduced QR Code Integration across all service touchpoints. Citizens can scan codes placed on notices, documents, or public boards to instantly access relevant services, check application status, or view official notifications.
In addition to these, a system for Proactive Disclosure of Documents was implemented on the SRA website. Citizens can now view and download key documents such as policy circulars, public notices and updates without filing Right to Information (RTI) applications. This measure has enhanced transparency and reduced administrative workload.
Transitioning from a paper-based setup to a fully digital ecosystem was not without challenges. The most significant barrier was varying levels of digital literacy among citizens, especially in informal settlements. To overcome this, SRA launched awareness campaigns and user demonstrations to help citizens learn how to use the mobile app and WhatsApp chatbot.
Internally, administrative staff underwent training to adapt to the new systems and workflows. Shifting from manual recordkeeping to automated platforms required mindset change, which was achieved through continuous support and hands-on sessions. The Authority also tackled issues related to system integration with legacy data sources and ensured that language diversity was addressed through multilingual support across all platforms.
The results of the digitalisation drive have been far-reaching. Office footfalls have declined substantially as citizens increasingly use online and mobile platforms. Applications that once took weeks to process are now completed within days. The tracking features and proactive communication have reduced citizen anxiety and built confidence in SRA’s processes.
The digital systems have also improved internal efficiency. Automated workflows mean less paperwork, faster decision-making and better utilisation of human resources. With data available in real time, administrative actions have become faster and more evidence-based.
Citizen satisfaction levels have risen sharply. Many users now experience seamless service delivery from application to completion without needing intermediaries. The transparency of digital records has reduced opportunities for misinformation or procedural ambiguity.
The Citizen-Centric Digital Services initiative demonstrates how thoughtful digitalisation can redefine public service delivery. Its success lies in its balance between technological sophistication and citizen inclusivity. By combining mobile apps, WhatsApp-based access, voice-enabled systems and transparent data management, SRA has built a governance model that is both scalable and adaptable.
In less than a year, the Slum Rehabilitation Authority has transitioned from a manual, paper driven institution into a modern, citizen-focused digital platform. Processes that once demanded repeated visits are now handled online.
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