Citizen Grievance Routing System with SLA Tracking

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

1. Grievance Submission

   • Citizen submits a grievance with category, location, description, and optional attachments.

   • System generates a unique grievance ID.

2. Automatic Routing

   • The system identifies the relevant department based on grievance type and geography.

   • Complaint is assigned to the responsible officer.

3. SLA Assignment

   • SLA is automatically applied (e.g., 3 days, 7 days, 15 days).

   • Resolution deadline is calculated.

4. Acknowledgement

   • Citizen receives SMS/email/app notification with grievance ID and SLA timeline.

5. Grievance Processing

   • Department officer reviews, investigates, and takes corrective action.

   • Status updates are logged in the system.

6. SLA Tracking

   • System continuously monitors resolution time.

   • Alerts are sent as SLA deadline approaches.

7. Escalation

   • If SLA is breached, grievance is automatically escalated to higher authority.

8. Resolution & Closure

   • Officer marks grievance as resolved with remarks.

   • Citizen confirms satisfaction or reopens the complaint.