Bridging Citizens and Government
Empowering Through Service Excellence.
Omnichannel Grievance Redressal System
Timely and efficient management of citizen grievances serves as a critical indicator of governmental performance. Aligned with the United Nations SDG 16, which advocates for the promotion of peaceful and inclusive societies, ensuring access to justice for all, and fostering effective, accountable, and inclusive institutions, governments worldwide are increasingly focusing on enhancing grievance resolution mechanisms. In India, the 2nd Administrative Commission recognizes the use of ICT for speedy and effective service delivery as a cornerstone of good governance.
As participatory democracy gains traction, governments are proactively engaging with citizens to preempt grievances and solicit feedback through diverse channels, both offline and online. This proactive approach represents a shift from reactive to anticipatory grievance management. Concurrently, the sheer volume of grievances continues to rise, posing a significant challenge for officials tasked with managing and resolving them effectively.
Managing citizen grievances poses a significant challenge to government machinery, exemplified by the Central Public Grievance Redress and Monitoring System (CPGRAMS) in India, which received two million public grievances in 2021 alone. Grievances span a wide array of issues, from infrastructure deficiencies like water supply and road conditions to service lapses in public amenities and healthcare facilities. Citizens voice their concerns through diverse channels such as social media, chatbots, web portals, letters, emails, IVRSs, and in-person visits, expecting prompt and effective redressal.
The complexity of grievance response arises from the blurred distinctions between grievances, complaints, and feedback, making classification time-consuming. Additionally, the scattered nature of grievances across different platforms challenges officials to resolve them efficiently and within stipulated timelines. An integrated omnichannel grievance management platform becomes indispensable in this context, aligning with the government’s vision of a unified grievance management system.
Key Points:
✅ Magnitude of Grievances:CPGRAMS received two million grievances in 2021, highlighting the overwhelming burden on grievance redressal mechanisms.
✅Diverse Grievances: Issues range from basic infrastructure deficiencies to service lapses in healthcare, demonstrating the breadth of citizen concerns.
✅Multichannel Approach: Grievances are lodged through multiple channels such as social media, web portals, and traditional means, underscoring the need for a comprehensive response strategy.
✅Challenges in Classification: Blurred boundaries between grievances, complaints, and feedback complicate the grievance resolution process and delay responses.
✅Importance of Integration: An integrated omnichannel platform like Janasunani in Odisha streamlines grievance handling, ensuring timely responses and escalating unresolved issues to higher authorities.
✅Citizen Engagement: Janasunani allows citizens to track grievance status, seek resolutions within 24 hours, and appeal outcomes if dissatisfied, promoting transparency and accountability.
Implementing a unified grievance management system not only enhances efficiency but also reinforces government accountability and responsiveness to citizen needs.
Contact Centre
The foundation of good governance has traditionally relied on governments promptly addressing citizen voices and resolving their grievances within specified timelines. However, with the global shift towards digitalization following a widespread pandemic, governance frameworks are undergoing a transformative evolution. Governments are now compelled to engage proactively with citizens, seeking their feedback and incorporating suggestions to enhance the quality of public service delivery. This shift from a reactive to a proactive approach signifies the maturation of participatory democracy.
Fostering a constructive, two-way relationship with citizens can cultivate a sustainable and equitable environment where institutions promote inclusive economic growth and elevate living standards across society. This vision is aligned with Sustainable Development Goal 16.6, which aims to measure the satisfaction of the population with their recent experiences of public services, as outlined in indicator 16.6.2.
Key Features:
✅Centralized Feedback System: Facilitates real-time interaction between citizens and the government.
✅ Single Point Contact Centre: Provides seamless connectivity for citizen engagement.
✅ Unified Database: Stores citizen details and feedback in a consolidated manner.
✅Feedback Analysis: Provides insights into citizens’ expectations, enabling expedited response to queries and grievances.
✅Resolution Mapping: Tracks and documents actions taken in response to citizen feedback.
✅Effective Monitoring Mechanism: Ensures accountability of officials and departmental performance, optimizing service delivery and business processes.
✅Adaptable & Scalable: Designed for easy replication as a best practice across different contexts.
✅Push-Pull Mechanism: Enhances usability by facilitating proactive and reactive engagement with citizens.
✅Open-Source with Secure Architecture: Utilizes a 3-tier architecture to ensure robust security and data integrity.
✅ Integration with Database via APIs: Enables seamless data exchange and interoperability with other systems.
✅Randomization Logic: Enhances transparency and accountability in call handling and service delivery processes.
Grievance & Feedback Management System
Modern governments worldwide are increasingly adopting participatory governance models to engage citizens in the management of public institutions. This approach bridges the gap between ordinary citizens and public services, enhancing efficiency and responsiveness. However, traditional complaint filing systems, where citizens visit departments in person, are cumbersome, time-consuming, and often ineffective. Physical registers struggle to handle the volume of daily complaints, leading to productivity issues, impartiality concerns, and complexity in resolving inter-departmental grievances.
A responsive and efficient grievance redressal system is crucial for measuring governmental effectiveness. Every government agency should implement a fast, fair, and transparent process for addressing complaints. Additionally, encouraging citizens to provide genuine feedback on service quality, staff interaction, and system improvements is essential for continuous enhancement of public services.
Our system encompasses the following modules:
✅Grievance Sources: Enables seamless gathering of grievances and feedback through multiple channels, primarily via a portal or aided by call center support.
✅Authority Assignment: Facilitates workflow design and assignment of authorization levels for effective grievance handling.
✅Grievance Resolution: Desk operators tag grievances to relevant departments, analyze them, and categorize for appropriate action.
✅Escalation and Review: Automatically escalates unresolved grievances to higher authorities, with constant status updates such as under review, resolved, reopened, or discarded.
✅Feedback Management: Captures and monitors feedback from both inbound and outbound calls on a robust platform, facilitating integration with government departments managing voluminous data across multiple environments.
✅MIS Reports: Generates data-rich reports providing insights into grievance nature, outcomes, systemic issues identification, service improvements resulting from grievances, and more.