Abstract
ABSTRACT Mumbai’s municipal bureaucracy introduced an online complaints platform in 2016, promising increased transparency and improved public service. This article argues that this “smart” urban technology, which records grievances against land encroachments and violations of building codes, strengthens existing class and caste inequalities in who can access and manipulate state land administration. Through an ethnographic exploration of Mumbai’s bureaucracy, it makes visible a complex system of negotiation—locally known as “māṇḍavlī”—that structures a range of tacit practices of exchange and mediation between politicians, bureaucrats, and brokers. Although these arrangements remain intact, the online complaints platform has reduced the discretionary power of low-level bureaucrats by centralising and rendering opaque the functioning of ethically ambiguous local brokers. By re-focusing attention on the everyday operation of smart urban technologies within the municipal body in the megacity of Mumbai, this article furthers the agenda of alternative smart urbanisms from the Global South.
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