NEW DELHI:From call drops to electricity outage, if a citizen complains to the government on Twitter, he should get a real-time response and resolution.With this mantra, the Narendra Modi government is warming up to the ‘ Twitter Seva ’ to monitor the social networking website, and five more key ministries-home, telecom, power, human resources and health have decided to adopt the programme.This follows a successful partnership of ‘Twitter Seva’ with the ministries of commerce, external affairs and railways through which thousands of tweets made daily are being tracked in an attempt to resolve complaints of citizens using certain keywords related to the respective ministry’s work.“More ministries with high citizen interface will soon be adopting this as the Centre wants prompt interaction and resolving of citizen complaints appearing on social media, especially Twitter,” a senior government official told ET.Raheel Khursheed, head of news, government and politics at Twitter India, confirmed the plan and said the five ministries and the Prime Minister’s MyGov platform will soon start utilising Twitter Seva.“To ensure that the Seva platform is delivering real-time service, we have on-boarded more than 1,200 additional handles across ministries for service delivery that are collectively tracking more than 300K citizen tweets per month with each tracking instance being an intent to deliver government services,” Khursheed told ET.He said Twitter Seva supports a citizen first strategy and is driving efficient and effective customer service as well as collation of real-time citizen feedback.Twitter Seva is a customised artificial intelligence powered dashboard that helps process large volume of tweets, converts them into resolvable tickets and assigns them to relevant authorities for real-time resolution.It is difficult for an individual ministry to track all tweets pertaining to it.“Twitter Seva is enabling the ministries using the service to take their citizen engagement to the next level. With the help of the dashboard, the ministries are able toeasily monitor user queries and complaints and take quick action in a time-bound and accountable manner,” Khursheed said.