Intelligent Grievance Redressal System (IGRS)
Our IGRS is built for environments where volume is high, accountability is non-negotiable, and citizen experience matters. It combines omnichannel intake, real-time voice call grievance registration, and operational workflows that match how departments actually function—while giving leadership dashboards that show what is happening right now.
Everything needed for end-to-end grievance lifecycle management
Instead of stitching together a helpline tool, a ticketing system, and a reporting dashboard, the platform provides a single integrated stack designed specifically for public service outcomes.
Supports voice calls, WhatsApp, web, email, and desk-based entry. Standardizes data capture and ensures every interaction maps to a case.
- Case ID generation
- Citizen language handling
- Attachment support where applicable
Assignment, routing, notes, internal transfers, inter-department coordination, and closures with reason codes.
- Custom statuses and queues
- Role-based actions
- Full action history
Configurable SLA rules per category, geography, or priority. Escalation ladders keep issues from getting stuck.
- Aging buckets
- Breach alerts
- Supervisor dashboards
Register grievances over phone calls using structured dialogue, confirmations, and quick handoff to agents.
- Guided registration flow
- Call summaries into case notes
- Agent takeover for exceptions
Keep citizens informed about registration, assignment, progress, resolution, and closure in a consistent format.
- Template-based messaging
- Channel preference support
- Feedback capture
Dashboards for operational teams and leadership: resolution rates, SLA compliance, hotspots, and recurring issue trends.
- Scorecards by unit/officer
- Trend reports
- Exportable reviews
Make it easy for citizens, and measurable for departments
A grievance system fails when it either becomes too hard for citizens to register complaints, or too unstructured for departments to close cases with confidence. This platform is designed to solve both sides at once.
Citizens should not need to understand internal departments or government structures. The system asks only what is necessary, uses clear language, and confirms key details so that registration feels quick and respectful.
Departments need categories, ownership, queues, SLA timers, and audit trails. Every citizen message becomes structured data that can be routed, tracked, escalated, and reported.
Share your grievance categories, SLA expectations, and citizen channels. We’ll map a suggested rollout plan: pilot scope, routing design, escalation ladder, and dashboards for reviews.