We are looking for an experienced Zoho expert to build a ready-to-use Municipal Complaint & Ward Management CRM system for a Corporator’s office under a Municipal Corporation in Maharashtra, India. The system must be professional, automated, scalable, and designed for public service governance — not sales. Scope of Work: Custom Modules Citizens / Residents Complaints / Service Requests Municipal Departments Contractors / Vendors Events / Public Meetings Follow-ups & Escalations Complaint Workflow (Blueprint Required) New → Assigned → In Progress → Field Inspection → Action Taken → Resolved → Closed Automation Requirements Auto-assignment based on complaint category SMS / Email acknowledgement to citizens Escalation if complaint is pending beyond SLA Reminder notifications to departments Auto-feedback request after resolution Dashboard & Reporting Ward-wise complaint statistics Category analysis Resolution time tracking Pending vs Resolved ratio Monthly performance dashboard Integration (Optional but Preferred) SMS Gateway (India) WhatsApp API (if possible) Webform for citizen submission Mobile-friendly access Role-Based Access Corporator (Admin) Ward Assistant Department Officer Viewer access Technical Expectations Strong experience in Zoho CRM or Zoho Creator Blueprint configuration expertise Workflow automation experience Dashboard building skills Previous government / public service projects preferred Deliverables Fully configured system Documentation 2 training sessions via Zoom Post-delivery support (minimum 15 days) Timeline 2–4 weeks maximum