Grievance Portal Introduction
The Netasampark Grievance Portal is a comprehensive system designed to manage citizen complaints, requests, and feedback efficiently. It provides transparency, accountability, and ensures timely resolution of issues.
Overview
The Grievance Portal enables:
- Citizen Submissions: Anonymous or registered grievance submission
- Status Tracking: Real-time updates on grievance resolution
- SLA Management: Automated tracking of resolution timelines
- Multi-channel Support: Web, mobile, SMS, and WhatsApp submissions
- Analytics: Comprehensive reporting and insights
Key Features
For Citizens
- Easy submission process
- Real-time status tracking
- Multiple communication channels
- Anonymous submission option
- Rating and feedback system
For Administrators
- Centralized dashboard
- Automated SLA tracking
- Priority-based routing
- Escalation management
- Comprehensive reporting
Architecture
The Grievance Portal consists of:
- Frontend: Web portal and mobile app
- Backend API: RESTful API for all operations
- Database: Secure storage of grievances and metadata
- Notification System: Multi-channel notifications
- Analytics Engine: Real-time reporting and insights