Intelligent Grievance Redressal System (IGRS) for Government and Public Enterprises
AiAAS Simplified Pvt Ltd delivers a modern, government-ready grievance redressal platform that works across voice calls, WhatsApp, web portals, email, and walk-in desk workflows. Citizens can raise issues naturally, in their language, while departments get a structured, trackable, auditable pipeline from registration → routing → SLA tracking → resolution → closure. The system is designed to reduce workload on helpline staff, improve first-contact resolution, and provide leadership-level visibility into service quality in real time.
A single system for every citizen touchpoint, without losing accountability
In many departments, grievances arrive through disconnected channels—calls, emails, paper letters, social media, field offices—leading to duplicate complaints, missed follow-ups, unclear ownership, and weak SLA enforcement. Our omnichannel IGRS standardizes intake and resolution so every complaint becomes a structured case with a clear trail.
Capture grievances from voice calls, WhatsApp, web forms, email, and integrations. No matter where a citizen reaches out, the complaint is unified into one case record.
- Single case ID across channels
- Auto-deduping and related-case linking
- Language-aware citizen interaction
A citizen helpline that can register grievances over a call, ask the minimum necessary questions, confirm details, and create a trackable complaint instantly.
- Fast complaint registration with guided flow
- Call summaries and structured data capture
- Escalation to human agent when needed
Turn every grievance into an owned workflow with deadlines, escalation ladders, and a complete audit trail—from first contact to closure.
- Configurable SLA by category and department
- Escalations to supervisors and nodal officers
- Dashboards for leadership visibility
From citizen statement to actionable case—automatically
The platform converts unstructured citizen messages into structured grievance cases. It extracts the category, location, urgency, relevant identifiers, and preferred callback channel—then routes the case to the correct unit. The goal is simple: make registration easy for citizens and make resolution measurable for departments.
The system captures essential details: who is reporting, what happened, where it happened, and how they want updates. For voice calls, it can run a guided dialogue to avoid long call times while still collecting the minimum required fields.
Cases are classified into departments, schemes, or service categories. Routing rules map categories and geographies to responsible officers or desks. This removes manual triage bottlenecks and reduces misrouting.
Each case moves through statuses like Registered → Assigned → In Progress → Resolved → Closed, with SLA timers, reminders, and escalations. Every action is logged for audits and reviews.
Citizens get consistent updates via SMS/WhatsApp/email/voice callbacks. After resolution, feedback can be captured to measure service quality and identify recurring systemic issues.
Dashboards that make service quality measurable
Government programs need proof: response times, resolution rates, backlog trends, geographic hotspots, and repeat-issue analysis. The platform provides real-time monitoring for officers and administrators.
See exactly where grievances are stuck—by office, officer, category, district, or scheme—so action is based on data, not guesswork.
Identify repeated complaints by location (e.g., the same ward or facility), detect systemic failures, and prioritize preventive maintenance or inspections.
Generate monthly/weekly reports for reviews: resolved vs pending, average resolution time, SLA breach reasons, and department-level scorecards.
Run a pilot for a department, PSU, district, or scheme. We help configure categories, routing, SLA rules, and citizen communication templates—so you can go live fast and improve outcomes in weeks, not quarters.