Simplify Citizen Grievance Redressal with AI-Powered Automation 

Overview

The AI-Based Query & Grievance Management System is a web-based platform that enables government departments to efficiently receive, manage, track, and resolve citizen grievances through a centralized digital system. It leverages Artificial Intelligence to automatically classify and route grievances to the appropriate department, ensuring faster resolution and improved public service delivery.

Designed for district administrations, government departments, municipalities, and public authorities, the system provides citizens with multiple channels to register grievances, track their status in real time, and receive timely updates through SMS and email notifications. It improves transparency, accountability, and coordination among departments while delivering a better citizen experience.

Key Features

• Multi-Channel Grievance Registration: Lodge grievances through a web portal, mobile application, or integrated social media channels.
• AI-Based Grievance Routing: Automatically classify and forward grievances to the concerned department for faster resolution.
• Unique Grievance ID: Generate a unique reference number for every grievance to enable easy tracking.
• Real-Time Status Tracking: Allow citizens to monitor grievance progress from registration to resolution.
• Department Workflow Management: Route grievances through configurable approval and escalation workflows.
• Citizen Notifications: Send automatic SMS and email notifications during grievance registration, status updates, and closure.
• Department Dashboard: Monitor received, pending, resolved, and escalated grievances through real-time dashboards.
• Citizen Dashboard: View grievance history, status, and response details from a personalized dashboard.
• Analytics & Reports: Generate department-wise, area-wise, category-wise, and performance reports for effective monitoring.
• Role-Based Access Control: Secure the platform with role-based access for administrators, departments, and nodal officers.
• Document & Comment Management: Upload supporting documents, add remarks, and maintain a complete grievance history.
• Third-Party Integration: Integrate with SMS gateways, email services, social media platforms, and other government applications.

Benefits

• Improve citizen service delivery through faster grievance resolution.
• Increase transparency and accountability across departments.
• Automate grievance routing using Artificial Intelligence.
• Reduce manual effort and processing delays.
• Enable real-time monitoring and performance tracking.
• Improve coordination between departments and field offices.
• Provide citizens with a seamless digital grievance redressal experience.

Trusted By

• District Collector, Ganjam, Government of Odisha

Applicable Sectors

• District Administrations
• Government Departments
• Municipal Corporations
• Urban Local Bodies (ULBs)
• Public Authorities
• Public Sector Undertakings (PSUs)
• Citizen Service Centers

Ready to Deliver Better Citizen Services?

Discover how the AI-Based Query & Grievance Management System helps government organizations automate grievance management, improve transparency, and deliver faster, citizen-centric services through an intelligent digital platform.