Problem Statement
Public governance bodies receive thousands of citizen grievances every day, covering issues such as civic infrastructure, sanitation, public safety, utilities, healthcare, education, and administrative delays. These complaints are often unstructured, manually reviewed, and slow to resolve, leading to backlogs, poor accountability, and citizen dissatisfaction. There is a pressing need for an intelligent, transparent, and automated grievance redressal system that can streamline complaint submission, assignment, tracking, and resolution.
Project Name
AI-Powered Citizen Grievance Redressal System
Team Name
Team Dev Hawks
2-Minute Demonstration Video Link https://drive.google.com/drive/folders/14DBqXr42M8OL2E2nHNov43BmeMm4Dkz4?usp=drive_link
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PPT Link
Add your presentation (PPT) link here https://drive.google.com/drive/folders/14DBqXr42M8OL2E2nHNov43BmeMm4Dkz4?usp=drive_link
Project Overview
The AI-Powered Citizen Grievance Redressal System is a role-based web platform designed to digitize and automate the complete grievance lifecycle. The system ensures faster resolution, proper accountability, and transparent governance by enabling structured workflows across three dedicated portals:
Citizen Portal – Raise and track grievances
Admin Portal – Manage, categorize, and assign grievances
Field Officer Portal – Resolve assigned grievances and update status
This system eliminates manual routing, reduces delays, and ensures that grievances are addressed by the correct authority based on location and issue type.
System Workflow
Citizen raises a grievance with issue details, category, and location.
Admin reviews the grievance, validates it, and assigns it to the appropriate Field Officer based on region and department.
Field Officer works on the issue, updates progress, and marks it as resolved.
Admin verifies the resolution and closes the grievance.
Citizen can track live status updates throughout the entire process.
Portals Description
- Citizen Portal
Register/Login securely
Raise grievances with description, category, and location
Upload supporting details (if any)
Track grievance status in real time
View resolution history and updates
- Admin Portal
View all incoming grievances
Categorize and prioritize grievances
Assign grievances to field officers based on region/department
Monitor grievance status using dashboards
Verify resolution submitted by field officers
Close or reopen grievances if required
- Field Officer Portal
Login to view assigned grievances Access grievance details and location Update work progress Mark grievances as resolved Send grievance for admin verification
Key Features
Role-based access control (Citizen / Admin / Field Officer) Structured grievance lifecycle management Real-time status updates for citizens Transparent accountability and tracking Scalable architecture for large grievance volumes Foundation ready for AI-based categorization and prioritization Setup and Installation Instructions Clone the repository:
git clone https://github.com/ByteQuest-2025/GFGBQ-Team-dev-hawks.git
Navigate to the project directory: cd grievance-redressal-system Install required dependencies: npm install Configure environment variables (database, authentication, etc.). Start the development server: npm start Usage Instructions Open the application in a browser. Choose the appropriate portal: Citizen Admin Field Officer Login/Register and perform role-specific actions. Track grievance status through the dashboard. Screenshots Relevant screenshots demonstrating: Citizen grievance submission Admin dashboard and assignment flow Field officer resolution update
Live grievance tracking
📂 Screenshots folder: 🔗 https://drive.google.com/drive/folders/14DBqXr42M8OL2E2nHNov43BmeMm4Dkz4?usp=drive_link
Future Enhancements
AI-based grievance classification using NLP Automatic priority scoring for critical issues Multilingual grievance support Mobile application integration Analytics dashboard for governance insights