Grievance Management

Grievance Management

Grievances Redressal is one of the flagship initiatives for the reformation in governance started by the government through addressing...

Grievances Redressal is one of the flagship initiatives for the reformation in governance started by the government through addressing the grievances of general public. Public complaints and feedback mechanism is one such facet that makes the government more responsive to public needs. But the traditional system wherein a complainant visits the concerned department to file a complaint is inconvenient, time consuming and more often than not, unresponsive. A physical register is just not capable enough to handle the sheer volume of complaints generated on a daily basis. It hampers productivity, is riddled with impartiality, and inter-departmental grievances become a quagmire to trudge through.

An effective and efficient response to citizen grievances becomes an essential index of a government’s performance. All government agencies should have a process for redressed of complaints that is responsive, fast and fair. Apart from a robust grievance redressal mechanism, they should also encourage citizens to give genuine feedback on the services provided, whether it was satisfactory, whether they were treated well by the departmental staff and how they think the system could be improved.

Key Features

This proposed system will be below features

  • Grievance entry by Help desk through System / Citizen Mobile App / Web interface
  • Work flow can be easily designed and authorization levels can be assigned
  • Department Disposed the grievance through the Mobile as well as Web
  • If the grievance is not addressed in the specified time, then it is automatically escalated to a higher authority and the status of the grievance is constantly updated
  • SMS system for each stage to the user
  • Monitoring and Tracking system to Administrator through Mobile Dashboard
  • Various documents submission & approval
  • MIS Reports and Dashboard for quick decision

Tecnology

Linux OS

Apache Web Server

PHP

My SQL Database

Hybrid Mobile App