Ever pulled out your hair trying to navigate your way through buggy websites, crowded interfaces and confusing instructions of government websites while trying to avail a service? Has transferring a BESCOM connection, applying for a marriage certificate, or correcting details on an e-Khata felt like jumping through hoops?
Zen Citizen, a volunteer-powered initiative, aims to demystify these procedures by providing clear and practical information, and custom tools that make government websites more citizen-friendly.
Information goldmine
Founded by Vineeta Kommineni, a former data analyst, in August 2024, the platform offers guides that cover the entire journey of applying for government services, explaining how to plan ahead, prepare the required documents and handle issues after the application is submitted. Not only do they explain confusing instructions and give workarounds for technical glitches, but also offer practical tips to circumvent delaying tactics and challenge unfair rejections.
For example, the website notes how, during Marriage Certificate applications, some sub-registrars wrongly reject applications, claiming a witness must be a blood relative or that a parent must be a witness, although witnesses can be relatives or friends. “If this happens, you can file an appeal,” it says.
One of the tips on the website suggests avoiding wearing shorts while appearing for a driving test. Yet another one warns of being asked for a bribe while submitting Khata applications.
From suggesting Mac users to switch to a mobile device or a Windows computer while trying to eSign on the Kaveri portal, to advising one to enter their first and last names in the ‘first name’ field itself while applying for an encumbrance certificate, Zen Citizen can be a goldmine of useful information.
All the information is provided for free.
Zen Citizen, a volunteer-powered initiative, aims to provide clear and practical information, and custom tools that make government websites more citizen-friendly.
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Special arrangement
Tools to make life easy
The volunteers of Zen Citizen have also developed multiple tools, including the Kaveri Village Finder, Civic Compass, Kaveri Image Resizer and Spashta, an AI chatbot.
Kaveri Village Finder helps people find their village and see its mapped district, taluk, and hobli details as per the Kaveri database. Civic Compass can be used to identify the BBMP, BDA, Revenue, BESCOM, BWSSB offices, and Police stations for one’s area.
Kaveri Image Resizer helps to resize, format, and compress photo for marriage certificate application to meet the Kaveri portal’s requirements. The chatbots can be used for finding answers to specific questions instead of browsing through lengthy guides.
Navigating the system
“Corruption has been so normalised and a fact of life. But I do believe that there are ways around the system. And within the given constraints, there are ways we can make the best of the situation,” says Ms. Kommineni, who terms Zen Citizen a parallel effort to the digital services provided by the government.
Focusing on Karnataka currently, Zen Citizen states its mission as ‘empowering citizens to confidently navigate the system, encourage do-it-yourself solutions, reduce reliance on intermediaries, and push back against bribery.’
The initiative now primarily focuses on services provided by the Revenue Department, including obtaining encumbrance certificates (EC), marriage certificates, certified copies of registered documents, and property registration.
The initiative now primarily focuses on services provided by the Revenue Department, including obtaining encumbrance certificates (EC), marriage certificates, certified copies of registered documents, and property registration.
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Volunteer-based
A rotating team of volunteers run Zen Citizen. Most came on board when the idea was shared on Reddit for feedback.
“AN, known for diligently reporting traffic violations, potholes, and emailing authorities with suggestions, came on board to drive solutions directly, prototyping Kaveri Village Finder and Civic Compass. Suhas, who successfully navigated government processes using our guides, joined to pay it forward. Priti Pandurangan from London took charge of UX, while Gaius Kaziranga is leading the website rehaul, all the way from Rwanda,” Ms. Kommineni remarks.
“Some, like AN, who prototyped Civic Compass and Kaveri Village Finder, or Chandru, who developed the chatbot, dedicate significant time for a few months before taking a break. Others, who can only contribute on weekends, help with smaller tasks that don’t require taking ownership,” she adds.
No naming and shaming
The website costs are managed with the help of ₹ 1 lakh grant from Dr. Aniruddha Malpani, anti-corruption activist and angel investor.
Ms. Kommineni notes that the initiative has no intent to name and shame. “At Zen Citizen, we focus on working around broken systems — no whistleblowing, lobbying for policy changes, signature campaigns, marches, or protests. Others are doing that important work; we’re simply taking a different route. Our deeper goal is to fight petty corruption by quietly empowering people.”
Published – August 24, 2025 03:51 pm IST
