Citizen Grievance Routing System with SLA Tracking
Link to open source: https://github.com/nikhil-tiwari1419/Service-leave-agreement , https://github.com/nikhil-tiwari1419/ServerSLA
Link to Live Project: https://service-leave-agreement.vercel.app/
Overview
The Citizen Grievance Routing System is a DPI-1 level digital public infrastructure use case that enables citizens to lodge complaints related to public services (electricity, water, sanitation, roads, health, etc.) through a unified digital platform. The system automatically routes grievances to the appropriate government department and tracks resolution timelines using Service Level Agreements (SLAs).
Main Flow
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Grievance Submission
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Citizen submits a grievance with category, location, description, and optional attachments.
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System generates a unique grievance ID.
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Automatic Routing
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The system identifies the relevant department based on grievance type and geography.
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Complaint is assigned to the responsible officer.
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SLA Assignment
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SLA is automatically applied (e.g., 3 days, 7 days, 15 days).
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Resolution deadline is calculated.
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Acknowledgement
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Citizen receives SMS/email/app notification with grievance ID and SLA timeline.
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Grievance Processing
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Department officer reviews, investigates, and takes corrective action.
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Status updates are logged in the system.
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SLA Tracking
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System continuously monitors resolution time.
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Alerts are sent as SLA deadline approaches.
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Escalation
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If SLA is breached, grievance is automatically escalated to higher authority.
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Resolution & Closure
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Officer marks grievance as resolved with remarks.
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Citizen confirms satisfaction or reopens the complaint.
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This build was uploaded as a hackathon project


























