CSC Partners with Salesforce to Transform Grievance Redressal Across Rural India with AI-Powered Platform
New Delhi, July 16: In a landmark initiative to strengthen last-mile governance, the Common Services Centres (CSC) under the Ministry of Electronics and IT has announced a strategic collaboration with Salesforce to launch a unified, AI-powered grievance redressal platform for its nationwide network of over 6 lakh Village Level Entrepreneurs (VLEs).
The new platform, built on Salesforce’s Service Cloud and integrated with AI tools like Einstein Bots and Digital Engagement, aims to accelerate issue resolution, enable 24×7 self-service, and unify citizen queries from multiple touchpoints — including WhatsApp, email, SMS, and the CSC portal.
“This collaboration with Salesforce is not just a tech upgrade — it’s a shift in how we enable trust in digital governance,” said Sanjay Kumar Rakesh, MD & CEO, CSC SPV. “We are equipping our frontline network with the ability to resolve grievances faster, track them transparently, and deliver better experiences to the communities we serve.”
The move is part of CSC’s broader push to modernize its service delivery framework, ensuring that rural and semi-urban populations get timely, transparent support for a range of services — from financial transactions and insurance to health and education.
Arundhati Bhattacharya, President & CEO, Salesforce South Asia, emphasized the impact of the partnership: “India’s next leap in digital public infrastructure will be defined by how effectively we bring citizen services closer to every corner of the country — with speed, scale, and intelligence. We’re proud to support CSC in empowering lakhs of VLEs to deliver citizen-first services.”
With this collaboration, CSC and Salesforce are laying the groundwork for a future-ready, multilingual, mobile-first public service platform, reinforcing India’s Digital India mission. The partnership also supports CSC’s expansion into areas such as DigiPay, wallet services, telemedicine, and insurance, all unified under a scalable digital backbone.
