Citizen helpline workflows across departments and PSUs
The platform is adaptable because grievance reality differs by department. Some issues are simple service requests, some require multi-step coordination, and some need enforcement, inspections, or field visits. Our IGRS supports all of these patterns while keeping the citizen experience consistent.
Common deployments
Examples of how the system is used in real public service contexts.
Waste pickup, streetlight faults, potholes, water leakage, drainage blockage, encroachments, sanitation complaints.
- Ward-wise routing
- Field-visit notes and closure proof
- Hotspot reporting for repeated issues
Power supply complaints, transformer faults, billing disputes, service connections, outage reporting.
- Priority escalation for outages
- SLA by feeder/zone
- Callbacks and incident updates
Eligibility clarifications, application status tracking, documentation issues, grievance escalation for delays.
- Category-based flows
- Document checklist capture
- Status updates to citizens
PSU / enterprise-style grievance operations
Public enterprises often require a blend: citizen-facing helpline + internal operational ticketing + compliance reporting.
Service complaints, product issues, delivery delays, complaint escalations with traceability and closure codes.
Routing cases to regional teams, vendors, or maintenance squads while tracking SLA adherence and aging.
Produce evidence of actions taken, timelines, ownership, and decision history for internal and external reviews.
If you have multiple regions, divisions, and escalation ladders, we can model them as routing rules and roles, so the system matches the real operational chain—without becoming complicated for citizens.