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Grievance Management System

Our Grievance Management System ensures timely redressal and resolution of citizen complaints by unifying departments, enabling hierarchical escalation, and offering transparency through citizen communication and performance monitoring.

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WHO BENEFITS FROM DIGITAL GRIEVANCE MANAGEMENT?

Government

Enterprise

Transit Agencies

School

College

Police

 Multi-Department Integration

Connect all relevant departments under a single dashboard with defined roles, responsibilities, and workflows.

 Multi-Level Escalation

Ensure unresolved grievances automatically escalate to higher authorities based on deadlines and SLAs.

 Task Management

Convert grievances into tasks, assign them to officers, and monitor their progress till closure.

 Citizen Communication

Automated SMS, email, and app-based alerts keep citizens informed about grievance status and feedback loops.

 Performance & Monitoring

Track resolution timelines, department-wise pendency, and officer-wise performance with actionable dashboards.

 3rd Party Integrations

Integrate seamlessly with e-Governance platforms, CRMs, WhatsApp Business APIs, and ONDC-compatible layers.

Smart Routing —
Role-Based Ticketing

  • Auto-assign complaints to right department & zone
  • Handle category-specific logic (e.g. roads, water)
  • Zone-wise reporting to identify local gaps

Escalation Rules —
Zero Delay Governance

  • Time-bound escalation to next level officer
  • Email & dashboard alerts for pending grievances
  • Priority-based response triggers

Citizen Updates —
Trust Through Transparency

  • SMS/Email/App notifications at each stage
  • Feedback links for grievance quality
  • Anonymous and named complaint modes

Measure What Matters —
Department KPIs

  • Visual dashboards for admin & departments
  • Auto-generated SLA violation reports
  • Trend analysis for issue types and hotspots

Integrate —
Beyond Boundaries

  • REST APIs for e-Governance dashboards
  • Sync with external support desks, CRMs
  • ONDC and WhatsApp API support

Why Grievance Management Matters

Citizens deserve timely redressal and officials need accountability. This system ensures issues don’t fall through the cracks with automated escalations and real-time visibility.

Built for Multi-Agency Ecosystems

  • Urban Local Bodies
  • Smart City Control Rooms
  • Campus & Institutional Admins
  • Transport & Utility Departments

Ready for Next-Gen Governance

With ONDC, real-time APIs, cloud scalability, and multichannel citizen access — this solution brings you future-ready governance without friction.

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