Madhura Karekar, complaint officer of the H/West ward, joined Twitter three months ago to ensure speedy redressal of civic grievances. Since then, her Twitter handle (@MadhuraKarekar) has been flooded with pictures sent by residents, directing her attention to various civic issues, including potholes, water leakages and littering, among others.

She doesn't shirk any request, solving most cases within 24 hours flat. Impressed with her work, the Mumbai North Central District Forum (MNCDF) will be awarding her a certificate for bridging the trust deficit between citizens and the municipality.