Public Grievance Redressal System
Track, assign, and resolve public complaints with SLA monitoring and escalation workflows.
Key Highlights
- Multi-channel complaint intake
- SLA & escalation rules
- Officer dashboard
- Citizen feedback loop
What We Deliver
Comprehensive solutions designed for performance, security, and long-term success.
Secure & Compliant
Enterprise-grade security with industry compliance standards.
- Data encryption
- Access controls
- Audit trails
Scalable Architecture
Built to grow with your organization and user base.
- Cloud-ready
- API-first design
- Modular components
Dedicated Support
End-to-end implementation with ongoing maintenance.
- Training included
- SLA-backed support
- Regular updates
Effective grievance redressal is a cornerstone of responsive governance—building trust between citizens and the state. At TPROSYS IT, we build comprehensive grievance management systems: from multi-channel intake (web, mobile, call center, walk-in, post) to automated categorization, SLA-based escalation, resolution tracking, citizen feedback, and analytics dashboards. Our platforms integrate with CPGRAMS (Centralized Public Grievance Redress and Monitoring System), state PG portals, and support multilingual, accessible interfaces for inclusive citizen engagement.
Our Grievance Management Services- Multi-Channel Intake: Web portal, mobile app (PWA), call center/IVR, WhatsApp (BAP), email, post, walk-in kiosk—unified ticketing, deduplication, auto-acknowledgment.
- CPGRAMS & State PG Integration: Bi-directional sync, forward/transfer, appeal escalation, MIS reporting, dashboard integration, single sign-on.
- Smart Categorization & Routing: AI/ML-based classification (department, category, urgency), rule-based auto-assignment, skill-based routing, load balancing.
- SLA & Escalation Engine: Configurable SLAs (by category, priority, department), auto-escalation (L1→L2→L3), reminder notifications, penalty tracking, breach alerts.
- Resolution Workflow: Investigation, clarification seeking, interim reply, final resolution, citizen feedback (satisfaction rating), reopen/appeal, closure approval.
- Analytics & Intelligence: Trend analysis, root cause, department performance, SLA compliance, repeat grievances, sentiment analysis, predictive insights, MIS reports.
- Citizen Experience: Multilingual (15+ languages), voice input (Bhashini), tracking portal, SMS/email updates, feedback survey, charter display, FAQ/chatbot.
- Whistleblower & Anonymous: Protected identity, confidential handling, legal framework compliance, evidence management, witness protection integration.
| Stage | Timeline | Actions | Escalation |
|---|---|---|---|
| Registration | Instant | Ack, ticket ID, category, priority | Auto-assign |
| Assessment | 1-3 days | Verify, categorize, assign, clarify | Nodal officer |
| Resolution | 7-30 days (by category) | Investigate, resolve, reply | L1→L2→L3 auto |
| Feedback | 7 days post-resolution | Satisfaction survey, rating | Reopen if unsatisfied |
| Appeal | 15-30 days | Higher authority review | Appellate authority |
- Backend: Laravel, Spring Boot, .NET Core, Node.js—microservices, workflow (Camunda/Temporal), rules engine (Drools)
- Frontend: React, Angular, PWA—GIGW 3.0, WCAG 2.1 AA, bilingual, responsive
- AI/ML: Text classification (BERT, IndicBERT), routing optimization, sentiment, anomaly detection
- Integration: CPGRAMS API, State PG APIs, API Setu, Aadhaar, SSO, SMS/Email/WhatsApp gateways
- Platform: MeitY/NIC Cloud, Kubernetes, API Gateway, Event Streaming (Kafka), BI
- Analytics: Metabase, Superset, Grafana, scheduled MIS, data export, drill-down
- 25+ grievance systems: CPGRAMS, state PG portals (Maharashtra, Karnataka, Tamil Nadu, UP, Gujarat)
- Scale: 10M+ grievances processed annually, 95%+ SLA compliance
- AI-powered: auto-categorization (90%+ accuracy), smart routing, sentiment analysis
- GIGW 3.0 & STQC: accessibility, bilingual, security certified by default
- Multi-channel: web, mobile, IVR, WhatsApp, email, post, kiosk—unified backend
- End-to-end: intake → route → resolve → feedback → analytics → improvement
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Why Choose TPROSYS IT?
Trusted by government bodies, PSUs, and enterprises across India for secure, scalable digital solutions.
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