Grievance Management & Response System
Resolve Citizen Grievances Faster with AI Classification and SLA Enforcement - Omni-channel intake with auto-routing and status updates, cutting manual triage effort and improving resolution speed, compliance and stakeholder satisfaction.
Everything you need to manage citizen and stakeholder grievances at scale with transparency, compliance and accountability
Omni-Channel Intake - Receives grievances via web, mobile app, WhatsApp, IVR and social channels, ensuring accessibility for all stakeholders
AI Auto-Classification & Routing - Automatically classifies grievances by type and priority and routes them to the responsible department or officer
Priority & SLA Tracking - Tracks each grievance against defined SLA timelines, escalating overdue cases automatically to prevent resolution delays
Auto-Acknowledgement & Status Updates - Sends automated acknowledgements and real-time status notifications to citizens throughout the resolution process
Escalation Matrix - Applies a structured escalation hierarchy when grievances breach SLA or require senior-level intervention
Analytics, Compliance Reporting & Officer Dashboards - Delivers compliance reports, audit logs and departmental performance dashboards for leadership oversight